During the moving company quote process, I realized that quick responses, on-site quotes, and sales approaches that show interest in customers through questions build more trust.
In particular, an attitude that strives to build rapport with customers and transparent price explanations are crucial for increasing trust. I also learned that providing customers with reasonable services that fit their needs is more important than simply offering the cheapest price.
Ultimately, the moving experience became a valuable opportunity to learn not only sales strategies but also the importance of communication and trust-building with customers.
I had to move in a month, so I started looking for a moving company. I took the advice of my senior Naver blogger friends to get quotes from various places and make a decision, and that's what I did.
I contacted five different companies. Some provided online quotes, while others offered on-site estimates. Each had its own pros and cons, and the prices varied significantly.
Most importantly, I paid close attention to how the moving company sales representatives approached me. Each representative had a unique sales style, which was fascinating and taught me a lot about sales.
✅When requesting a moving quote, companies that responded quickly were more appealing_Speed I guess it's just human nature. We tend to be drawn to those who provide services quickly. Since I'm also a bit impatient, I found myself leaning towards companies that offered quick quotes or scheduled on-site visits promptly. In sales, speed is key.
✅I didn't feel comfortable with companies that expected me to figure everything out on my own_Questions and Interest This was my first time directly communicating with a moving company representative. When I was a child, my parents handled the logistics of moving, and I simply selected the company they chose. This time, however, I was the decision-maker, so I had the final say.
For on-site estimates, I didn't really need to say much because the professionals knew best. However, with online quotes, I experienced a slight sense of discomfort and frustration. They asked me to create a list of items and provide the details, but didn't offer any further questions. They simply created the quote based on my list. They asked me how many boxes I needed, but I had no idea how to estimate that. It was frustrating. Whether it's online or offline, I believe that asking more specific questions would instill more trust and confidence in customers.
✅On-site quotes were more appealing than online quotes_Customer Visit Online quotes can be efficient for both moving companies and customers as they eliminate the need for in-person visits and allow for quick quote confirmation. However, as I mentioned earlier, I didn't have a good grasp of the process due to my inexperience, so I didn't know how to explain my needs in detail. I wasn't sure how many boxes I would need, and I understood that the price could fluctuate based on the number of boxes used.
On-site estimators, naturally, have experience assessing the situation and can determine the exact number of boxes needed. Furthermore, I wasn't responsible for determining the box count, so I didn't have to worry about any potential additional costs. As a customer, I could receive a clear and concise quote.
✅Building Rapport Between the Moving Company Staff and the Customer_Salesperson's Attitude One moving company representative, during an on-site visit, attempted to build rapport with me. They emphasized their company's reliability by sharing a story as an example. They mentioned that if a customer complains about the movers not doing their job properly, they immediately reprimand their staff, saying something like, ‘Hey XXX, are you serious? Get your act together!’
The intention was good; they were trying to build trust and a friendly relationship with the customer. However, regardless of their intentions, using swear words isn't appropriate in a business context. I often laugh at swear words in YouTube videos, but in a business setting, even if the atmosphere is relaxed, it's best to avoid them as much as possible.
So, which company did I choose? I ultimately went with the one that provided an on-site estimate, although it was the last one to respond. While they had to reschedule once, they explained the reasons for the delay. Their price was in the middle range, but they offered the most reasonable truck and crew arrangements. They didn't inflate the price with unnecessary extras. They also showed me their company's pricing manual and explained the rationale behind the pricing. While they walked me through the apartment, they explained how they would pack different items. In the end, the customer visit, their attentiveness, and their attitude swayed my decision. It wasn't the cheapest option, but ultimately, I learned that price isn't everything.
My constant desire to learn allows me to gain insights even in situations like these. I'm grateful for the opportunity to move and for the chance to learn and refine my professional skills in the process. It's truly an occasion to be thankful for.