By Matt Wester
RISMEDIA, June 15, 2007-Moving across the country can be a very complicated? process, especially if the move includes fine art, shipments to multiple locations-and the careful budgeting of a retired elderly couple. Just ask Cyndy Warnier, who worked as a personal assistant and oversaw the multifaceted move of the couple she worked for.
Because few of us move state to state very often, when we do, it’s crucial to work with a professional provider who offers personalized and dedicated services. Jan Mascheri, a moving coach from The Move Advocate, was Warnier’s single contact solution, making sure that every last detail was satisfied beyond the expectations of the customers. Here, Warnier and Mascheri discuss the details that made this move so simple.
Tricky Situation
Cyndy Warnier: My employer and I were curious one day about moving everything ourselves-the cost to rent a truck, etc. Of course, this was only for fun because he and I are far from the physical shape needed to lift and move all the boxes. Even the amount of organization needed for a move like this is practically insurmountable at his age, or any age for that matter. Without the help of a provider like The Move Advocate, the move would have been unrealistic.
The couple that I worked for decided to relocate in order to lower their living costs and be closer to their daughter. They hoped the van line would drop off several loads to their children along the way to the new condominium. Having moved several times in their lifetimes, my employers knew that van line drivers don’t usually make stops on the way to a final location, so initially the couple wondered if they would have to make several different shipments. The Move Advocate program soon erased their fears and easily found a way for a single driver to care for the entire shipment. My employers were pleased with how Jan made the move; it was the smoothest relocation they’ve ever experienced.
Jan Mascheri: I’ve read so many articles that retell the horror stories of moves, but I rarely see articles that present success stories. Good things are happening-why can’t we present more of it? I try to make the customer feel that their goods are secure and within grasp, even when drivers can only move 450 miles a day. I make the customer feel in control even when the van line documents are full of intimidating verbiage, such as “Booking” or “PBO documents.” And even though moving household goods is the largest expense in a state-to-state move, I guarantee customers the lowest price by giving them a choice between several van line estimates. At The Move Advocate, we don’t have any exclusive partnerships. Instead, we utilize a network of skilled providers to give the individual freedom of choice. And essentially, my job is to be proactive, not reactive. I rate my success on whether the customer feels confident and comfortable with how the move is going.
Personalized Service
CW: Jan was really wonderful. She knew how to serve us in a way where we always felt in control. We received calls on a daily basis to tell us where the van was that day, “Hi Cyndy, your employer’s things just passed over the border of Montana.” Those calls made my life a whole lot easier because I didn’t have to track anyone down. Jan’s experience also really shined in the way she explained things. I could always understand where I was in the move process and what choices I had. She called when she said she would call, and she seamlessly juggled the mess of questions that came from both me and my employer’s children. I recommend Jan’s services to friends who are relocating.
JM: The relationship I have with some of these customers can last for months. In all those communications, I get to know them quite well. And in every case, we give them the same service as a VIP. We will customize our services to the client or customer so they know that they matter in every step. I am there from start to finish as their single point of contact and I truly love my job because I help people realize their dreams. I take the mystery out of their move, and the energy I spend is more than worth it when everything works out smoothly.
Mobility Solutions
CW: With Jan and The Move Advocate, we had cost analysis tools, automobile move services, and not-to-exceed estimates, just to name a few. All these tools guaranteed that we would be happy with our service and not unpleasantly surprised by the final cost. Even when we chose the low estimate of our favorite van line, we received a refund at the end of the move. Honest to Pete, I can say the tools offered by The Move Advocate are invaluable for the easy planning and completion of a move.
JM: It makes me really happy to create solutions, not to cause the customer more worry. That’s why I’m intentional about the way I word things. Instead of saying, “When something goes wrong with the move”-which I know would scare me if I heard it-I say, “If in the unlikely event of a mishap.” It’s a small difference, but when the client sees all their belongings pull away in a van and disappear around the road bend, the last thing they want to envision is the steps they’ll have to take if the belongings are damaged. At the end of the day, I feel content with my work because I provide families and clients with the things they care about: personalized contact, practical logistics, and guaranteed security.
Matt Wester is a Move Advocate writer.
For more information, please visit www.MoveAdvocate.com? or call 800-617-1918.
