The removals customer who moves again in five years

3 days ago
3 min read

Introduction

Removals feels like the definition of a one-off purchase. Somebody moves, the van is loaded and unloaded, the invoice is settled and the relationship ends on the doorstep of a house you will never visit again.

Except that most people move several times, they store things in between, they help their parents move, and they talk to colleagues about who was good and who was terrible. A firm that is remembered gets a share of all of that. A firm that is not starts every enquiry from a search result. That is the most expensive way to get work.

Being remembered is the whole strategy. Everything below serves that one aim.

1. The removals customer who moves again in five years will book whoever they find first

Understand how the next booking happens. It rarely involves remembering anybody.

Nobody keeps a removal firm's number

Five years later they search, ask a friend, or ask the estate agent. Three routes, and you can influence all three. Whichever answer comes first wins. Your job is to be that answer.

The experience is remembered emotionally

Moving is stressful. It ranks alongside the worst weeks people have. People remember whether the day was calm or awful far more than what it cost. Price is forgotten within a week.

2. Make the day itself the marketing

Nothing else you do matters as much. The day is the product and the advertising both.

Turn up on time and communicate

Arrival times, delays, where things are going. Ring rather than leaving people guessing. Most complaints about removals are about communication. A phone call fixes nearly all of them.

Be careful with the things that matter

One broken item defines the whole day. Nothing else will be mentioned afterwards. Ask what is precious and treat it accordingly. Ask before the loading starts.

3. Ask at the right moment

The end of the job is the peak. Goodwill declines from there.

Ask for the review before you leave

They are relieved and grateful. Have the link ready on a card. A week later they are unpacking and the moment has gone. Ask the crew to do it.

Leave something with your number on it

A magnet, a folder, a card in the kitchen drawer. Leave more than one. It is what gets found in five years. Make sure the number still works.

4. Take the surrounding work

A move is more than a van. Most firms sell only the van.

Offer packing, storage and dismantling

Many customers do not know these are available. Offer them rather than waiting to be asked. Each one adds value and lengthens the relationship. Mention all three at the quote.

Storage is genuine repeat business

A customer in storage is a monthly relationship, and they will use you again when the goods come out. That is a booked job in advance.

5. Build the referral sources

Other people book removals on customers' behalf.

Estate agents, letting agents and solicitors

They are asked for a recommendation constantly. Being the firm they name is worth more than any advertising. Visit them and leave cards.

Businesses and landlords move too

Office moves, tenancy changeovers and clearances repeat on a schedule and rarely go to tender. Ask for the contact directly.

Conclusion

Nobody keeps a removal firm's number, so in five years they search, ask a friend or ask their agent — and whoever they find first gets the booking. What decides whether they remember you is the day itself: punctuality, communication about arrival times and delays, and visible care with anything precious, because one broken item defines the whole move.

Ask for the review before you leave, while relief is at its peak, and leave something physical with your number that gets found years later. Offer packing, storage and dismantling, treat storage as the monthly relationship it is, and build referral relationships with agents, solicitors, landlords and businesses.