Company Image and First Impressions

Company Image and First Impressions

If you have ever been told by a customer that they chose you over a cheaper mover, you have probably benefitted from a good company image and have created a strong first impression.

It is unlikely that the customer knows how hard your crews work, or how dedicated to customer service your office staff are, but they often make those assumptions based on first impressions.

The first contact is usually by phone, so a professional and friendly voice together with a positive can-do attitude will help the customer to build a positive perception of your business. Answering the phone with your company name is the expected norm.

Treating every customer as if they are a V.I.P. will help them to warm to your company. Paying attention to detail and listening to their specific requirements helps to develop a rapport.

It has long been understood that people do business with people they like and trust.

Now the customer has a positive view of your business, it’s up to the surveyor to build on that foundation and secure the work. This is where it can fall apart.

Before the customer sees the surveyor, they have certain expectations. Based on their telephone conversation and the perceptions that they have created, they expect the surveyor to be professional, presentable, helpful and friendly. So they expect all the same attributes from the surveyor that they found in the office staff, with the addition of a presentable appearance.

If the surveyor arrives in torn jeans and a scruffy t-shirt, hasn’t shaved for three days and flicks his cigarette butt over the fence as he rings the doorbell, there’s a very good chance that the job is lost.

If the surveyor pulls up in a £90k Mercedes S500, wearing a £2k Dolce & Gabbana suit and flashing his £5k Tiffany watch, there’s also a good chance that the customer is put off.

These two (highly exaggerated) extremes almost definitely don’t happen, but it’s not unusual to have scenarios that come close.

The first visual impression is vital in maintaining the customer’s confidence in your business.

A smart appearance and polite manner will help to boost confidence, while scruffy and rude can undermine all the efforts that went before.

Ideally, the surveyor should look like a surveyor, rather than a porter that has just left a move for twenty minutes to have a quick look at a job around the corner. He should look like he’s made an effort to leave the office and visit the customer, to see what they need and how he can help.

If the customer feels they are important to you, they are far more likely to choose your company, even if they have had several cheaper quotes.

Every time a customer chooses a mover based on professionalism over price, it’s a victory for the whole industry. If we are ever going to transform the public perception of removals from a manual labouring job to a semi-skilled profession, we need to portray ourselves as skilled professionals and not as simple unskilled labour.

M & G Transport

“It’s insufficient to project anything other than absolute professionalism,
if you want to break the cloth cap, low IQ, labourers market.” –
Matt Faizey. M&G Transport.


European Commission’s legal action against France

On the 16th of June, the European Commission started infringement proceedings against France regarding its application of the minimum wage legislation to the road transport sector.

The French authorities are setting out strict enforcement and administrative requirements, such as the obligation for every company active in international transport to establish a representative on the French territory. The new French legislation applies to all international transport operations to and from France, however this will not be applicable to transit work.

The Commission fully supports the principle of a minimum wage, however, in its view “the systematic application of the minimum wage legislation by France to all transport operations touching their respective territories restricts in a disproportionate manner the freedom to provide services and the free movement of goods.”

Read the full article on the FEDEMAC website.

 

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The Association Of Independent Movers
Unit 4, Skills Centre,
Twickenham Trading Estate,
Rugby Road,
Twickenham,
TW1 1DG
Phone:0208 892 0369

Newsletter

COVID-19 Statement

Although there is no rule to prevent them from doing so, not all removals businesses are working during the Coronavirus measures advised by the Government.

Those that are working have been provided with clear guidelines by the Government and supported by AIM, with safe working procedures, specific documents and frequent information updates.

Removals firms

Removal firms are able to operate and should follow the latest government guidance on safer working. Where moves are carried out, social distancing should be followed.
Companies should ensure employees understand how to operate safely and communicate this to customers.

  • Removers should contact the household in advance to check that no member of the household is showing symptoms of coronavirus or self-isolating. If they are, works should be delayed.
  • They should also encourage households to ensure all internal doors are open and surfaces and possessions have been cleaned with household cleaning products prior to them entering the property.
  • No work should be carried out by a person who has coronavirus symptoms, however mild.
  • Removers should wash their hands on entering the property using separate towels of paper towels which need to be washed or disposed of safely after use.
  • Removers should seek to minimise contact with homeowners and remain 2 metres apart from householders at all times.
  • Removers should implement a buddy system and ensure that the same people work together when moving bulky items and furniture.
  • Removers should bring their own refreshments but you should ensure they have access to hand washing facilities, using separate towels or paper towels if possible,
    which should be washed or disposed of safely afterwards.

https://www.gov.uk/guidance/government-advice-on-home-moving-during-the-coronavirus-covid-19-outbreak