Moving Company Customer Service > Addressing Complaints

Moving companies do their best to meet (and exceed) their customer’s needs. While they do their best to plan the move, estimate accordingly, and deliver quality service, no one is immune to making mistakes. In the event of a customer complaint, how the moving company handles it is the basis for their reputation and professionalism. In this article, we’ll explore how moving companies can handle complaints cordially and maintain their reputations within their communities. In addition to reading on, protect your operation with a Household Good Mover Insurance policy.

Remain professional.

When a customer has a complaint and they are heated, their concerns can be voiced in an emotional way. Even if a customer screams at you or places all the blame on the company, it’s important to remain professional and calm. Don’t take it personally.

Understand the core issue.

Listen to their concerns without interruption to get to the bottom of the issue. Even in their frustration, you might be able to resolve a simple issue from asking them the right questions.

Be timely.

When you first find out about the complaint, you should try to resolve it as quickly as possible. There will also be times when you need to look into what happened with your staff and will need to follow up with your customer. Make sure that you call them back whenever you said you would call them back. Even if you don’t have an answer yet for them, be responsive and call them back, says Louis Massaro, author of 10 Rules of a Profitable Moving Company and the founder of Moving Mastery.

Resolve the complaint as quickly as possible. This doesn’t always mean the customer will get exactly what they want, but some sort of solution has to be achieved. The quicker this is done, the less likely the customer is to hold a grudge or remain upset.

Correct the issue.

If the issue was an internal one, such as poor communication, ineffective estimates, or lack of management, for example, these should be corrected as quickly as possible. If not, the issue will continue to happen, damaging your business and reputation.

About Preferred Insurance

At Preferred Insurance, we specialize in providing quality solutions that are tailored to your specific needs. We specialize in small to medium sized moving businesses within our community and pride ourselves on giving you the coverage and peace of mind you need. We’re more than an insurance company, we are your dedicated professional partner who seeks to steer you in the right direction. For more information about our business line products and services, contact our experts today at (888) 943-5144.