What does it take to be the best moving company in the business? This is a question that we ask ourselves on a daily basis here at Oler Relo. For us, it all comes down to one thing: providing excellent customer service at every turn. And how do we achieve this? That’s simple, by treating our customers like family.
In our business, we are reminded every day that we are moving much more than furniture and possessions. Moving is all about people. It’s about our customers and how we can make their lives a little easier during a highly stressful time. That is a great responsibility, and one that we take very seriously. That is why providing excellent customer service is our primary focus.
But what does it really mean to provide excellent customer service? That’s pretty much the claim of most movers in the industry. However, all moving companies are not created equal, and you need to know who you are trusting with your most personal possessions.
So, what set’s Oler Relo apart from the pack? Perhaps the best way to demonstrate that is by way of a real-life example, with a real-life customer.
Here’s the story…
Andi Kirkland, Oler Relo’s Certified Move Coordinator, was contacted by Robert and Tracy Wamsley for help. They had moved from Houston, Texas to McCall, Idaho, and their household goods were being held hostage in a warehouse by an unreputable company attempting to hide under the cover of a national van line. The company refused to release the goods to the customer, so Andi jumped in, convinced them to do so, and then coordinated a rescue mission for the Wamsleys. The Oler Moving Crew (or heroes, as we like to call them), consisted of Eric Verduzco, Carlos Gonzalez and Justin Young.
Mission accomplished!
Once the mission was accomplished, Robert Wamsley had this to say, “I first used another moving company that turned out to be a rogue company. Thanks to Andi, she came through and got my stuff delivered. Andi helped me through the booking process and the three crew members were the best!”
The customer experience
Here’s how the Wamsleys described their experience:
“We greatly appreciate the help you and your company gave in rescuing us from the other company, which we had initially hired to move us. The price of the move doubled once they had loaded our stuff onto the truck, and their customer service was horrible. Andi, you gave us hope when we really needed it, and calmed our anxiety. The other company was holding our possessions hostage in a slum strip center, grouped together with other peoples’ possessions. The Oler Relo crew that showed up to liberate our possessions was prompt, courteous, professional, and took charge of the move. They documented all the things the other company broke moving our stuff to their storage room, and also pointed them out to me. The Crew Lead also dealt with the other company’s manager, who was a total jerk. He also showed me a picture of the Oler Relo storage facility, which looks fantastic, and is a HUGE upgrade from the other company slum.
The crew that moved our possessions to Idaho were fantastic. They actually had to off-load our stuff onto a smaller U-Haul, and made three trips from town to make it up our driveway.
I just wish we had chosen United first. You gave us a fair price, you didn’t throw any ugly surprises at us (like doubling the price), everyone was professional, courteous, and helpful, and everything you loaded arrived unbroken. Thank you for helping us with our move from Houston to McCall, Idaho.”
Making a difference
It’s hearing from our customers in this way that underscores the real difference we are able to make in their lives. And truly, that’s what sets Oler Relo apart from the crowd. We recognize that our customers have a choice when it comes to choosing a moving company, and we greatly appreciate every opportunity we are given.
As Andi puts it, “Being on the coordinating side of the phone, I’m sometimes faced with hearing distress in customers’ voices. That is the most disheartening part of what I do. At that point it becomes my personal mission to do everything I can to help the customer, whether they book their move with our company or not. It is important to me that they know that someone is there for them during such a stressful event in their lives.”
A profile in customer service
Helping this customer and receiving such wonderful feedback is really what it’s all about. It is a profile in customer service, punctuated by the team spirit that is embedded within the culture of our company.
When faced with unusual or challenging situations, our instinct is to jump in and figure out how to make something work by providing the best solution. At Oler Relo, it’s always a team effort grounded in the very principles of providing excellent customer service.
For more information about Oler Relo and how we can help you with your next move, please Contact Us anytime!
(Pictured in the photo at the top of the page are: Carlos Gonzalez, Justin Young, Andi Kirkland and Eric Verduzo)
