Most people only move a handful of times in their life, so the ‘happy customers equals returning customers’ business philosophy doesn’t necessarily hold true for moving companies. However, this doesn’t mean companies should neglect building strong and happy relationships with their customers.
In the digital age, word of mouth is more powerful than ever. Movers may only use moving companies once but good reviews on Facebook and Google+ drive business growth and brand awareness.
“It’s important to go that extra mile and provide a complete moving experience for the customers,” said Brett Epstein, Director of Sydney moving company Hire A Mover. “This includes everything from time-saving professional packing services, cleaning services for a thorough end-of-lease cleaning, and even unpacking and handyman services when the move is over. Anticipating a customer’s needs throughout every part of the moving experience will help make the process more convenient and less stressful for the customer.”
It’s a long term business approach that views customers not as one-off transactions but as real people which, according to Brett, has seen Hire a Mover increase its social profile and build trustworthiness into its brand image.
“Offering additional services is a good way of differentiating you from competitors and gives the customer a good indication that your business is focussed on creating a positive moving experience rather than just prices and logistics,” he said. “At the end of the day, a happy customer means a happy review which is always good for business.”
Photo: Removers should build strong, happy relationships with their customers.