Phones Script

Try to go through the steps in this order if possible - it makes things simpler. If you need more time, or to check something with your trainer, feel free to let the customer know that while you are a super-experienced removals expert, it’s just your first week on the phones.

Greeting

• “Man With A Van, you’ve got *name*”

Date

• “What date did you have in mind for your move?”

Check the date the customer nominates on Job Schedule screen. If there is no availability, let them know immediately, and suggest other dates around this time. If they don't have a date in mind and just want an estimate ask if they would like a weekday, Saturday or Sunday so we can get the hourly rates right. 

Suburbs & Access

• “What suburb are we starting in? Are there any flights of stairs or elevators there?”

• “What suburb are we moving to? Are there any flights of stairs or elevators there?”

• ***If there is a via address also ask for stairs and lift, include the information in brackets next to address***

Item List

• “What are all the items you would like us to move on the day?”

If they are unwilling or for some reason not giving you a very good list, try not to scold them or say WE HAVE TO HAVE A LIST. Better to continue on, but say:

• "We use the list to see what truck size is required for your move as well as to estimate how long we think the job is going to take. The more accurate the list of items and access details at your addresses, the better our estimate is. I'll work with what I have so far, but I'd love a bit more detail if possible"

• The customer often will not know how many boxes they will have to move on the day and that is ok! Just ask them for an over estimate of the amount the may have to move and reassure them that we only charge for the time we use.

Make sure to follow up on the big-ticket pieces

• "Is that a double-door fridge or a standard single door?

• "When you say a few boxes, do you mean 10, 20 or 30?" "Can two movers lift that item between them?" etc.

• We don’t cover marble, stone, concrete, etc under our damage guarantee. We do not move pianos, pool tables or livestock. The customer needs to know we can’t guarantee the movers will be able to move all items on the day, they’ll assess on arrival and it’s at their discretion. If the movers decide they can't safely move and item the customer will need to pay for the time we have been there.

• "Will there be any items you need moved over a balcony? If so, we're unable to do this under any circumstance." Even if we've done it before, we can no longer do it due to our OHS guidelines.

Choose Vehicle

• "Based on that information, I would recommend we send you (vehicle size and number of movers). That should allow enough space in the vehicle for all of your items."

If the job is close to capacity for either the Medium or Large truck inform the customer and give them the option. Always warn them if they choose the truck that is either close to or over capacity there is a chance items will be left behind for them to move (if it's over capacity tell them items will for sure be left behind).

With Medium jobs and Large jobs you wont have to discuss access super often (some scenarios you will though so please use your better judgement) but with Extra Large jobs you must ALWAYS discuss access. Check on Google maps and ask any question that pops into mind. If you are unsure always check with another office comrade, bonus points if they are an XL driver. 

Estimate Working Time + Travel Charges

Break down the charges as you go so the customer is absolutely clear on how we charge.

• "We have a fixed travel charge of X from our depot to the pick up and another of X to return at the end of the job."

• "It is estimated to take X hours of working time to complete your move."

Try to err on the side of caution. It’s better to overestimate than underestimate.

If there is discussion around traffic and travelling times, you can re-assure the customer:

• "The travel charge portion is fixed. Because it occurs before and after the job, you can't supervise that part. Because of that we fix it at an average time to get to and from central Melbourne. To recap, the working time at your premises varies based on how long the jobs takes, including the drive. The travel charge is a fixed time"

Estimate Total Charge

• "This gives us a total estimated charge of X. It is charged in half hour increments of X. So if we finish you job faster the price will drop by X per half hour same as if we take longer it will increase."

If they sound uncertain about the price tell them they will only pay for the time they need on the day, plus travel.

The total estimated charge is inclusive of insurance (we repair or replace) and GST.

At this stage you should ask the customer if they want to book the job, or be emailed with the details and the estimated price

 “If you’re happy with that I could look at some available times for you, or email you an estimate and you can get back to us to confirm”

If they want to be emailed, let them know that when they call back they should have their booking number handy, so they don’t have to go through the whole process again. If they’re keen to make the booking, then →

Book It In!

Find a slot that works well for us in the schedule. Fill existing days first before opening a new vehicle and always add notes if the customer has any time restrictions (ie. lift bookings)

• "We have a spot available at (time) on (day and date). Will that work for you?"

Check with a manager if you’re not sure we have enough staff to open up a new vehicle. Usually if the day is open you will be able to book it.

Addresses + Contact Details

Now that the customer has confirmed they’re going ahead, we need to grab their contact details and confirm the street addresses.

At this stage, click the contact + button, enter the mobile number provided, and hit enter to see if they’re in the system. If you find them, hit select, then check their email address hasn’t changed. If they’re a new customer, add them to the system, double-checking phone numbers and the email address.

• "What is the best contact number for you on the day?" (try to avoid having land lines as the primary contact if possible)

• "What was the pick up address?" (with apartment number)

• "And the drop off address?"

Explain Payment 

• "We take payment on the day at the end of the job in full and we only take card payments." (get card details if no one will be with us)

Confirm The Booking

• "We've got you booked in for a Xam/pm start on the X(date) of X(month) in one of our X trucks with X movers."

• "I'll send you through a confirmation email now that will have all of the details we've gone through. Unless you have any other questions I'll let you go"

• "Have a good day."

If the job isn't booked for the first of the day (10am onwards) remind the customer that we do have a half hour leeway on either side of the start time in case we are running early or late but reassure them that we will call an update them if that is the case.

Thank the customer, and encourage them to call back with any questions or changes.

ALWAYS SEND A CONFIRMATION EMAIL