And by the very nature of the business, moving companies suck. The industry is in need of a re-invention.
We recently moved several states away from Virginia, where we've lived for a good 33 years. Even in Virginia, we've moved several times, but many of those moves were handled either for us (thanks, military) or we just performed the move ourselves. Each time, we packed items, hired movers for the heavy items like furniture and big boxes, and handled the rest by ourselves.
To quote a phrase, I'm getting too old for that shit. So I hired a full-service mover for my out-of-state move. When I did, I made a point to indicate that I wanted a direct move, because of known labor shortage in trucking, and concerns I had with my items being unpacked and repacked a number of times.
I'm not going to name names on the mover I chose. The whole experience with the numerous moving companies that we spoke with led me to believe that the whole industry is rife with problematic experiences for the consumer, and that my specific experience was only a sampling of the things that can go wrong.
Sales process:
- Sales professionals at every company had a lot to say about their competition and their competitors' processes. They all wanted to warn me what to watch out for - and each company of course recommended that I go with a solution that they were aiming for. I was assured by many of them that the moving company was a family business, and that the sales pro I was talking to was either the owner, or directly in touch with them.
- Summary: Sales people come across as sleazy. If one or two of them are indeed trustworthy, their actual advice and helpfulness gets washed out by how it comes across in the overall experience.
- Recommendation: Don't talk about your competition at ALL. Not your problem, not your business. Professionalism dictates that you're there to sell yourself and what you're going to do for me. Distinguishing characteristics should be to merely state the things you do that others don't WITHOUT mentioning that they don't. E.g. We will only charge you for up to 10% over our estimate weight. We will guarantee a ceiling price.
- Variance in estimate methodology: I got quotes everywhere from 'single-price' to complex algebraic formulations over multiple pages. Estimate numbers ran from needing a 26' truck to needing a 53'. Weight estimates came in between 8.8k and 13.3k pounds - over 40% in variance. [Actuals came out to 11.5k - so +/-3k]. Packing estimates were also highly variable for box counts - and all of them were WAAAY low!!! My wife and I packed 50 boxes before they arrived for packing and they still packed more boxes than they quoted. They were short by more than 30%. Had I not pre-packed, my budget would have been shot.
- Summary: The estimators are guessing. They're not very good at it. Those that guess high are going to lose business. Those that guess low are going to have unhappy customers at the delivery end. It's a no-win.
- Recommendation: Customers need to look at the cost per pound to compare quotes and not pay so much attention to the weights given, except to give them a high-low for where their actual weight is going to come in. They should expect the high side of what they're given.
- Similarity in estimates regarding breakdowns of costs. From about 4 of 5 quotes I got complex listings of what the estimate included, and line-by-line breakdowns of costs by weight for the move....none of which mattered to me. I only cared about the bottom line. Is it $1/pound? Is it $1.25 a pound, etc. Even if there's 8 independent non-weight-specific fees - I don't need them listed out.
- Summary: Give me a Algebra I-level quote: f(x) = $Y(x) + $Z instead of 6 pages.
- Communication: Overall
- Packing: Packers packed empty smaller boxes that they found in several rooms. They did NOT carefully pack things that should have been obvious that they would break (ceramic swans with long necks). They failed to use bubble-wrap when it would have been effective. Over-reliance on 'wrapping paper' to provide effective buffering was wasteful in many areas, and contributed to weight when it didn't need to. It's cheap and usually efficient - but it's not the best solution for the customer in some situations. Packing services were 'ok' - but could have been much better.
- Move Pick-Up:
- Transport: "The truck broke down". My guess is the truck didn't break down - and they got caught for overweight. I hired for a direct move, but the 10,000 pound limit for smaller trucks almost certainly did them in. I received stuff in two shipments, which further tells me something went fishy.
- Delivery: