What your customer isn’t telling you: full-service

I’ve moved several times in my life and every time I move I’m frustrated with the lack of vision in moving companies. It seems to be a race to the bottom in terms of price and service.

Most moving companies only offer a tiny slice of what you need. You can get someone to pack your boxes and load the trucks. You can get someone to unload the trucks. You can get someone to drive the truck across the country. But it’s rare to find someone that will take care of all this for you. You have to schedule all of this yourself and hope you don’t mess up. Often you have to estimate how many trucks you need, or pods, or how big they need to be. You need to order the equipment for the moving company. In some bigger cities, you need to order special permits for the moving trucks to park. Needless to say, you have to become a temporary expert in logistics. That’s ridiculous.

Instead of trying to be as cheap as possible, moving companies should try to be as valuable as possible first and then economical can be a close second. I bet most companies would be surprised what people are willing to pay and it’s not like this stuff is rocket science for someone who does it every day. Whereas it can be an utter nightmare for the person that needs to move.

Are you putting your customers in this position? Where they have to be the expert of how to run your business?

If you want your customers to be thrilled, you have to constantly be proactive about making sure they’re taken care of. Even if you start out providing a full-service offering, it’s possible things will erode.