Himalaya: Listen. Learn. Grow.
The Moving Mastery Podcast with Louis Massaro
In this episode of the Moving CEO Scaling Series, Louis Massaro shares why you must systematize your customer service before you begin to scale your moving company.
- What you need to do to ensure that your customer's expectations are being met throughout the entire sales and servicing process
- How to make sure that your team is aware of any and all customer service issues to keep any complaints from falling through the cracks
- Why you must implement a complaint resolution process to minimize complaints and avoid bad reviews
When a customer complaint comes into your moving company it can be difficult to not take it personally.
If a customer is unhappy about something, whether there was damage or something happened during the move that they are upset about…
It’s not a personal attack against you or your company, it just means that the customer’s expectations were not met.
Most complaints are small, manageable issues that can be resolved quickly.
But if you let them go without a response or offering a solution to them, then it can become a big unmanageable problem.
So, it’s important to systematize all of your customer service processes to reduce the overall number of customer complaints and also be able to resolve them quickly to avoid negative reviews.
Meeting all of your customer’s expectations, making sure your movers are providing consistent and excellent service, making sure everyone on your team is aware of unsatisfied customers and implementing a tight complaint resolution process are all crucial for keeping the 5-star reviews rolling in and being able to scale your business.
Systematize your customer service and take your moving company to the NEXT LEVEL!
Listen to this episode now and go download the last few episodes too!
Updates: Moving CEO Business Program!!!
The Moving CEO Business Program now has 3 levels of membership! This is the program where Louis teaches you how he did E-V-E-R-Y-T-H-I-N-G! Go to www.louismassaro.com/movingceo for details.
Subscribe to Louis’s YouTube channel for more tips on growing your moving company.
Get free on-demand video training on how to book more moves and learn The 6 Stages of a Moving Company Sales Machine. Go to www.LouisMassaro.com/6stages
Follow Louis on Instagram for daily tips and motivation. www.Instagram.com/LouisMassaro
Louis Massaro is the world’s leading moving business trainer and success coach. He’s the founder and CEO of Moving Mastery, a training, coaching, and education company dedicated to helping moving company owners, managers and employees reach higher levels of success in their business. Through his coaching programs, online training and live seminars he’s helped hundreds of people unlock their full potential by giving them the strategies and systems to take their moving business to the next level.
Louis opened his first moving company at 19 years old with two rental trucks and after overcoming many challenges and struggles, he went on to build a $20 million a year business. His company, Neighbors Moving & Storage had locations nationwide performing local moves, long-distance moves as well as storage. After 16 years of success in the moving business, Louis sold his companies and is dedicated to helping others “Profit in Their Business and Thrive in Their Life”.
Meet him at LouisMassaro.com