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full-service moving to our customers is the opportunity to connect them with our relocation services coordinator. This coordinator provides our customers with a direct point of contact throughout the moving process, from the day they schedule their move, through preparations, packing, loading, delivery, unloading, and beyond. What does that mean for you? Well, it means that we aren’t just giving you a 1-800 number to call, we are connecting you with a real person, in our office, that has access to all the information regarding your upcoming move and we think that’s a pretty important part of providing a great customer experience.
Did you know that throughout the move process our move coordinator has over 72 touchpoints with our customers? That might seem like a lot, but when it comes to planning and executing your move, whether its across town or across the country, there are a lot of moving parts to consider. Our team wants to ensure you are up-to-date on each part of the process and give you the opportunity to ask questions whenever you need to. From managing your move on the admin/paper work side, to sending you email updates and making pre and post-move phone calls, a great move coordinator is the backbone of a successful relocation from start to finish. Why do we feel like this provides so much value? That’s easy, transparency, which in turn provides peace of mind. By keeping our customers in the loop, they feel more connected and in-control of the process, even though our full-service relocations allow them the opportunity to barely lift a finger. We recently caught up with our move coordinator, Wendy, to get the scoop on what exactly a move coordinator does and why our customers love working with one! Wendy has over 35 years of experience working in the moving industry and 32 years in the United Van Lines system. She has received a variety of accolades including two Heart of Quality awards during her time with United Van Lines, which means she has tons of knowledge and experience to help our customers through the process whether this is their first time moving, or they are a seasoned pro. With so many years of experience, Wendy has had the unique opportunity to witness the role of move coordinators adapt and change over the years. She said one of the biggest changes has been the advances in technology. “ Our coordination role has become less personal,” she said. “Many customers would prefer electronic communications versus taking time out on the phone. I still make an effort to interface with them via phone. I want them to feel like they are receiving the attention they so deserve, and to establish a sense of partnership, which will give them a sense of security during their transition.” From a value standpoint, Wendy believes one of the best things a move coordinator can do is listen to customers and educate them on the process. One of her goals is to be responsive to their needs and concerns throughout the process to help them manage any situations or changes that may arise during the process. “I think the most rewarding part, for me, is knowing that I can make a difference for our customers,” says Wendy. Whether our customers are local to Augusta, GA or are working with us from across the country, our Team looks to provide value in a way that is customer focused and quality driven and our move coordinators are just one of the ways we do that. “Moving is a very stressful event in the lives of our customers” Wendy notes “and it is how we address and individualize our customers’ needs that sets us apart. We have to make a difference every day with our customers, fellow agents and the entire relocation team. We need to be committed to providing efficient, competent and professional moving services to ensure the highest level of customer service. I believe that by focusing on those core values we will be successful.”