Welcome back to another installment of our Meet the oleRRelo Team series of blog posts. This gives you an opportunity to meet the awesome members of our team and find out what they do here at oleRRelo. And more importantly, you get to learn about the ways that they can help YOU!
This month we would like you to meet Dean Henley, General Manager of our New Orleans operation.
For Dean, the most important aspects of oleRRelo is the company’s focus on three key elements: quality, safety and customer service.
Please read as he shares his perspective on working at oleRRelo, and the ways that the company remains committed to those key principles.
What does your role of General Manager encompass?
As the General Manager of oleRRelo Group in New Orleans, I am responsible for the day-to-day operations of our business. I’m responsible for it all.
What do you love most about working for oleRRelo?
It’s a family-oriented business that is quality driven, safety driven and customer service driven. I love that about this company.
What are the most important things for your customers to be sure of when starting the move process?
The first thing that a customer should know, is where it is that they want their stuff to be delivered to. They should also have a timeframe as to when they would like the delivery to take place. They should also know what that they want to have moved. If they have those things predetermined, then once our salesperson and our load crew get there, everything should go smoothly.
When should homeowners clean out and purge the items that they don’t want moved to the new location?
If they know that something is not going to be moved, it is best to place it on the curb or get it removed from the residence as soon as possible. That helps our load crew. That also helps our salesperson to better give them an estimate on what it will cost to move them. If the salesperson and the load crew don’t know what is going and what is not, it can cause confusion about the job we are there to do.
What’s the best way for your customers to reduce the stress of a move?
Moving homes is a stressful time in a person’s life, and we like to make sure that we do not cause any other stress for them. There are a lot of things that could go wrong, so we like to focus on the things that we can do right. We want the shipper, or the customer or the client to know that when things don’t go the way that they expect, that we will get it corrected. We will go the extra mile and give them what is called “a pickle.” We will give them a pickle to make sure that everything is right.
Why should someone pick oleRRelo as their moving company?
They should pick oleRRelo because of the quality, safety, and because of our customer service. We want to be the company that is known for those things. We want every customer experience to be a positive one. We want to make sure that whatever the reason is for their move, that we do not add any more stress to this process. We want to be the solution.
Who acts as the point of contact for your customers once the move process has begun?
Once a salesperson has gone to a residence and done a survey, the customer is then assigned a move coordinator. Their move coordinator will be their contact person throughout the move, from the beginning to the end. As general manager as well as operations, we are all the support staff for that move coordinator. So, when that shipper or client has an issue, that move coordinator goes to operations and we get it fixed. It’s not an us-against-them thing; it’s a “we” thing. We want the client to know that when issues arise, it is a “we” thing, no matter how small or how large the issue might be. We will fix it together.
So, your customers have an entire team working together for them on their move?
When a customer has an oleRRelo representative in their residence, whether it’s a salesperson, a load crew or a delivery crew, they need to know that our team members have a whole office here in New Orleans that is behind them, as well as a whole corporate office in Houston that is behind them. We can escalate an issue and we will get it fixed. We just have a wealth of resources for getting things done.
What’s the best way to contact you and your team?
If anyone has questions or needs help with an upcoming move, we invite them to contact us anytime! We are always here to help in New Orleans, Houston, Corpus Christi and anywhere else they might need to move.
