Good Morning Stewart Family,
Today we begin the final month of the unofficial summer season. The month of August was originally called Sextilis because it was the sixth month of the year. Later on January and February were added to the calendar and it became the 8th month of the year. The month was later renamed Augustus, and then shortened to the current version, in honor of the first emperor of Rome, Caesar Augustus. As just as August has changed names through interpretations, let’s all make sure that what we tell our customers cannot be misinterpreted.
This week I would like to talk about maintaining your professionalism when speaking to our customers. Professionalism is using your words and actions to portray that you are an industry professional and the customer does not need to worry. After all, moving is the 3rd most stressful life event that a person goes through. Our customer’s want to know that their mover knows what they are doing, can answer their questions, or knows how to find them.
The best movers in the industry do not speak negatively of other movers performance, instead they distance the customer from problems/issues unless absolutely necessary. For example, there is no reason to advise the customer that the loading crew didn’t pad something properly or the packers missed a few items. Speaking ill of other movers will cast you in a negative light, as well as add to the stress that our customers have to endure.
So be professional with our customers and if issues occur then do not involve the customer unless absolutely necessary.
Cheers
Robert Wright
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