Effective communication goes a long way in ensuring customer satisfaction. This is especially true as the move date approaches when communication with your customer should occur more frequently. We recommend the following communication timeline:

Accurate Contact Details: The customer is provided with the contact information in your location profile. Make sure the contact names and phone numbers are always up-to-date!

Within 24 Hours of Booking Acceptance

Take a few moments to introduce yourself and your company shortly after accepting the booking request. This is also a great opportunity to confirm the move details and provide helpful advice.

3-5 Days Prior to the Move Date

Check back in with the customer to make sure nothing has changed and remind them about the date and time they are scheduled for.

1-2 Days Prior to the Move Date

  • Reconfirm the accuracy of the move details (e.g. reconfirm the size of the move, the address, arrival window, etc)
  • Ask any questions you may have about the service location or assistance with directions
  • Ask for updated information for any details that were unknown or TBD at the time of booking

On Moving Day

  • Provide the customer of an estimated time of arrival (ETA) at least 30 minutes prior to your arrival
  • Notify the customer immediately if you are delayed and provide an accurate, updated ETA