Notes

It is a great day at H2H Movers, my name is _____ how can I help you? 

Let the customer answer

Fantastic! I can get you all the information real quick. It’s going to be the easiest move in your life!

So in order for me to check the availability for your move, I need to ask you a couple of questions, ok?

STEP 1 - GATHER INFORMATION
1. What day were you looking to move? 
2. And what is the size of your current home, is it 1, 2, 3 bedrooms? ?
3. Perfect. Let’s talk about your pick up location. Where are you moving out from?
4. And where are you moving to? 
5. Do any of the locations have flights of stairs or an elevator?
Ok, so let me just quickly check the schedule ... .so we can make it work…

Alright, I will provide you with the quote within the next 10 to 15 minutes. I just need to gather a little more information and I will give you a quote right away.

6. Are you going to move by yourself or with somebody else?

• If Yes. - Ok, wonderful!
• If with somebody else. - Is [the person] somewhere near you, so I can provide the information for both of you? Or are you going to make the final decision on your own?
Would it be ok if I ask for their contact information, so this way I can discuss with them too, everything that will be discussed with you right now?

7. Is it the first time you’re hiring a moving service ?

• If yes. - Great! So can you please advise, what was that one thing that interested you in our company?
• If no. - Great! How did it go? Was everything the way you expected it to be?

8. What are you looking at to make the decision about your moving company?

• If price. - Is there anything else important for you?
• If comparing - What exactly would you like to compare?

9. Can I start off by asking for  your first and last name? 
10. And your phone number, is it the same you are calling from? 
11. Can I please get your email address? This way I can send you an estimate with all the details for your move.
12. By the way, how did you hear about us? 
Ok, now let’s go over the items that you are planning to move. Please keep in mind, that the more accurate the list is, the more accurate the quote will be. So just list all the furniture pieces and everything that does not fit into a box, including the miscellaneous items, such as lamps, mirrors, rugs, and paintings. And then we will talk about the boxes in the end. Is that Ok? So let's start with your (if it is 2+ bedroom - master bedroom, if Studio - bedroom, if 1 bedroom - bedroom) and go room by room. 
Let the customer answer. 
ONCE THE INVENTORY IS COMPLETE:
13. Let me ask you a question, are your TV’s (is your TV) a regular LED, or is it a super thin QLED/OLED? 
a. If regular LED  - OK perfect. Do you have an original box or would you like us to crate it for you? 
b. IF OLED/QLED - Do you have an original box?
Yes - Ok, perfect, thank you!
No - Ok, the problem with these TVs is that they are not meant to be moved without an original box so unfortunately, we can’t move them as the chance of them being delivered safely are slim. However, the movers can help you put it in your car so you can transport it on your own. OK? 
c. IF NOT SURE. No problem. Do you have an original box for it?
Yes. Perfect. Thank you. 
No. No worries. The movers will advise you then on the day of the move. If it is a regular LED, we can just crate it for you to make sure it travels safely. If it is a SUPER thin OLED TV, unfortunately we can’t move it without an original box BUT the movers can help you put it in your car so you can transport it on your own. OK?
14. And when it comes to boxes, how many boxes would you estimate to have? 
Fantastic, thank you! I am going to give you a quote for packing, moving, and unpacking and for moving only. And then you can decide what works for you. OK?
15. Have you already packed those?
16. Have you already purchased any boxes?
IF YES - YOU GO TO PACKING QUOTE

IF NO:
OPTION 1: Sure, no problem! I can send you a quote for moving only. I just want to quickly say one thing: Many of our clients are so overwhelmed, it takes them 3-4 weeks to just pack. And you still have the unpacking to do, which will take you another few weeks. I just want you to make the best and most informed decision so you can actually enjoy your new home. I feel like if you at least see the prices, you will find a lot of value in that. Is that ok?
OPTION 2
I agree. I am guessing when you called us you thought of moving services only. How long would it take you to pack?
Because WE can do it in a matter of a few hours. If you want a quote for moving only, not a problem at all. But I feel like if you at least see the prices, you will find a lot of value in that.
OPTION 3
• (NAME) Moving is stressful, it is a huge burden on you and your family. Do you really want to add that burden by having it packed and unpacked yourself? Because we can take care of it. I am going to sleep better at night if you at least see the prices. And if you see the prices, or change your mind – great. But at least I know I have done my job

IF YES  - Great, let me collect a little more information from you and I WILL go over all the charges. 
If NO – no worries at all. If you change your mind, just let me know. Sometimes it can be hard juggling between work, family, daily chores and people find it easier to just pay a little more an let us handle it all. Ok?

17. Do you have anything over 200 lbs that can not be disassembled? (if yes, ask for a specific item and weight, if they don't know ask if it is over 300 lbs) 

18.  Is there anything else that you think would be important for us to know about your move?
- The last question allows you to get personal with the customer. If he has any concerns - address them. For ex.: 
Concern: I have an antique item/piano
Response: Don’t you worry, our movers have tons of experience moving antique items and they will definitely make sure to do their best to deliver the item in the same condition it was picked up. 
Concern: I have a piano and I am so concerned that the movers will break it. 
Response: Don’t you worry, our movers move pianos pretty much every week, we have tons of experience and therefore please do not worry, we will make sure to deliver it in the same condition it was picked up 
ALWAYS ADDRESS THEIR CONCERN AND REASSURE THAT WE HAVE TONS OF EXPERIENCE DOING EXACTLY THAT. 




MAKE A REPORT -  MAKE A NOTE IN ALLY !!!!
What do they care about the most? (money, quality, move time, arrival time, the safety of items…)
Examples: 
Money - I understand, money is a concern for all of us , however, among licensed movers with a good reputation,  we do have the best rates. 
Safety - I understand, that is a concern for all of us too, but our movers have tons of experience and they are trained in-house to make sure we do everything possible to move your belongings damage free. We are very proud of them.
Arrival time - IF MORNING - I completely understand, but morning times are guaranteed. Our equipment is newer and we have reliable workers so we may be a few min behind but we will always show up 
Arrival time - IF AFTERNOON - I completely understand. But no one who has a morning job can guarantee you the exact time of arrival as no one knows how long the morning job will take. However, we work with you and your building directly to figure it out and if we are not able to , we will switch teams or do whatever else we can to make sure you are moved. Trust me, we always figure it out. 
Movers not showing up -  listen, I hear this stories all the time. But we don't ever cancel, we always show up. And if for any reason, we are not able to make it, let’s say we are short on labor, we will always find a solution to get your move done. We ourselves will find an appropriate replacement so THAT will never be YOUR worry 
Floors  -  HARDWOOD FLOORS  I understand, I would be worried about it too. However, our movers do not drag furniture on a floor, we either hand-carry it or use dollies with rubber wheels to make sure your floors are not scratched
Floors - CARPET I understand, I would be worried about it too. If you would like to, we can add carpet protectors to your order. I will go over the charges in just a bit. 



STEP 2 – Paint the picture
Ok (name), great. So, let me just quickly explain to you how we work. When we do the packing with our own boxes we do not charge you the hourly rate. We charge ONLY for the number of boxes used plus applicable packing charges. This means we can take as much time as we have to, work as carefully as needed and it will not influence your move time anyhow. Everything that is heavy, like books, dishware or glassware will be packed into a small box, large boxes will be used for the packing of light items only, such as blankets, pillows or towels, and everything else will go into a medium box.

So when it comes to small boxes, we charge $3 per box and $12 to pack it. So the total per box is $15. Labor and materials are included. This means if we pack 5 boxes, you will pay $75. FOr 10 boxes you will pay $150 and so on. Our medium boxes are $16, Large boxes are $17 each. labor an the box are included.
So from what you have told me, I can estimate you will need (xxx) small, (XXX) medium, and (xxx) large boxes. So the total together including the packing paper will come up to $___.
When it comes to moving, I would recommend  ___# men and a truck. The hourly rate for the team is $____.

 If this is a 3, 4 or a 6 man job -  I know that a lot of moving companies probably quote you for (1 mover less) but do believe, with this list of items and the home of this size (stair case - if appropriate)  it will be in your own benefit to have more movers.
Plus, they will work less hours, they won’t get as tired and therefore you not only be saving per hour but also saving time on efficiency.  Does it make sense? 

So the way we work is when your movers arrive, they are going to be fully stocked with moving blankets, dollies, tools and all the necessary supplies and equipment and anything else you may need for us to complete your move in the fastest way possible.
 As soon as they get there, they will disassemble any of your furniture that needs to be taken apart. They are going to protect it all top to bottom to make sure that nothing gets damaged or scratched. And then of course, they will put it back together at the final destination. We will make sure everything is perfect for you. You ‘ll see, they will do a phenomenal job. Does it sound good? 

STEP 3 - GIVE THE RATES
Now let me tell you how our cost works. We only have a 2 hours minimum on labor. The time will start when the movers arrive at your location and the time will be stopped when everything is unloaded at your final destination and everything is done to your satisfaction. A travel fee will be added at the end, just to compensate the movers for their time to come out to you and then go back to the office from the final destination.
 So the minimum you will have to pay for the first 2 hours will be $__ and any time after that will be pro-rated by the quarter-hour, so you will be billed only for the time movers work. OK?
STEP 4 – give a quote
When I do my calculations, I can see that the loading will take (____) hours. The driving between the two stops will be (_____) and the unloading will take about (____)I also have to add time for walking distances, and the elevator (flights of stairs). Therefore, I would quote this job for _-_ hours, for a total of anywhere between $  - $ . Does it make sense so far?
Unpacking -

Protective materials:
Then I would recommend a mattress cover ……give all the supplies.
We will provide you with 3 free rolls of tape to secure blankets and a shrink wrap as well as with 3 free wardrobe boxes rental so you don’t need to worry about your hanging cloth.

And the best news is that we do not charge taxes on our moving services, which Is amazing, right?

Remember, 50% of this move success depends on you. On our end we guarantee that the movers will be fast and efficient and will do all they can to complete the move the fastest way possible. But since you are doing your own packing, you need to make sure you are well packed and ready to go. Sounds good? 

Have you heard enough to make a decision?
If yes - OK, SO  I've got you down for –(DATE) —-.
you're probably better off starting in the morning day / we have afternoon spot only

pm arrival time. And I just need a $50 deposit and you will be all set with the movers. Will the card for the deposit be registered under your name? 

If no - Do you have any additional questions or concerns? → going to the rebuttals section.





IF NO… STEP 4 rebuttals
I need to think about it
1. Is there anything that is stopping you from making this decision now?
Mention something → use the right rebuttal.
IF nothing else. - You know, I understand. I have been in your position myself. I will tell you what it was for me. For me it was one of two things. I was either not comfortable with the price or I just did not have enough confidence in the company. SO which one is it for you?
You know what (name) absolutely, not a problem. Let me help you here. I do recommend that you hang on to the reservation. We are very busy and I don’t want you to lose a spot. Let’s make it tentative and I can hold it for 24/48/72 hours. . Take your time, think about it, do what you need to do. And if you decide to go with someone else, just let us know and we can cancel without a problem. But guess what, I know you will like us so I am confident you will complete it.
You know, I understand. I have been in your position myself. And you know what? I will tell you what it was for me. For me it was one of two things. I was either not comfortable with the price or I just did not have enough confidence in the company.
Here is why you don’t have to worry about it. Because With us you will be charged fairly, you will have the best moving plan and all you need to think about is how good you are going to feel when all that is handled.
We just have to have your deposit handled and the rest of it is on us.
Yes, I agree, that is actually great,you should think about it. Let me just help you think it through, this is literally what I do for people all day long. Let me ask, On a scale of 1 to 10 with 10 being you are absolutely certain and 1 being you are totally not ready no matter what, where do you find yourself right now?
Let the customer answer

What can we do together to get you to 10?
I want to call around
2. Is there anything that is stopping you from making this decision now?
Mention something → use the right rebuttal.
IF nothing else. - You know, I understand. I have been in your position myself. And you know what? I will tell you what it was for me. For me it was one of two things. I was either not comfortable with the price or I just did not have enough confidence in the company. SO which one is it for you?

Yes, I totally get it. . I just have to tell you one thing before you do that. Most of the people that call us ARE calling around and after, guess what, they are calling us back because they want a better experience. Everyone always thinks they can get someone cheaper, but they end up coming back to us. . I don’t want you to lose your spot. LEt’s get you booked. You are always free to call whoever you want but you are going to be so glad that you held on to this reservation.
I need to speak to my wife/husband
Absolutely! I totally understand. A lot of couples like to make these decisions together. I am sure once you tell them how comfortable you feel and how we went over everything, they would feel comfortable as well.

What we recommend is in the meantime that you go ahead and make a reservation. We do get very booked up and it is a busy day for us. And then you know if they have any other questions or need anything reach out to me, you know, you can do it at any time. So let’s just do it!



Of course, of course! Did they know you were calling for a moving quote? - Great.
So what they may not realize is how busy it is this time of year and how hard it is to get a really quality mover right now. So what I recommend you do is go ahead and make the reservation to hold your spot. It's only $50. And i am sure once they hear how comfortable you were with us, they would be happy you guys can cross moving off your to-do list, you still need a lot of preparation to do. :) So let’s go ahead and take care of it now.

Budget
1. Are there any other concerns, except the price?
2. IF mentions price is too much/too high/ too expensive →
When you say it’s a little bit too high/ it’s too much, what do you mean by that?

If the money was the same, who would you rather do business with?
IF us. - Ok, great, and why is that? [Let the customer answer.] And that is exactly why prices are a little bit higher.
IF no. - Ok, can you tell us why?
Absolutely, our hourly rate is certainly not the cheapest… Our prices are a little bit higher, because it's hard to find good, honest movers. There's a shortage of honest movers who won't rip you off or damage your furniture. So let's do it. For the services you are going to receive, you will think it is going to seem like a low price.


I agree, our prices are a little higher. But you want well trained, experienced movers,right? I am assuming you also want to have a nicer, clean truck and make sure there is no shortage of moving supplies, so your things are protected, right? And you don’t want to be nicked and dimed for anything else like fuel or extra chargers for anything. Correct? So let's do it. For the services you are going to receive, it is going to seem like a low price.


I understand. I am sure it seems to be this way. Let me just break it down for you. $____ (hourly rate) is only $____ per mover. Now you see, it really isn't that much when you think about it. Aside from the three gentlemen that we're paying to do such hard work of manual labor, lifting and doing all the things they need to take care of your furniture. We also included the cost of our trucks, the cost of fuel, the cost of our staff and our insurance, and everything else that it cost to make this an exceptional moving experience for you. You will feel like it was a deal compared to the service that you will receive.So let’s just go ahead and do it!
IF YOU WANT TO OFFER FINANCING OPTION:
(NAME), and what if I tell you that you can make small monthly payments on your move and pay it off within 21 months versus paying this whole sum upfront. Would you book with us then?

If yes - ok



Rent their own truck
Yes absolutely, I am sure that sounds like a great idea at first . I just want you to keep in mind, that besides paying for the truck, you will be billed for miles, taxes and other fees, they will make you purchase 3 kind of insurances, you will have to put fuel in it, moving blankets, shrinkwrap , tape. Not to mention, you will spend time renting it, returning it and moving for the entire day. Even if we consider your personal time to be free, you will save less than $50 after everything. What our customers like to do to save money is to hire us to move large furniture only and they take care of smaller items on their own. They also disassemble the furniture and disconnect the electronics, so we can take of the rest . So let’s just go ahead and do it

You know, what most people don't realize is that most damage happens inside the truck when things move. And what really determines the safety of your items is how well perhaps they are. That's why we really recommend to our clients that they have us do the packing for them. That's your perfect opportunity to say that and then if they say no, no, no, we still really want to pack our stuff today. Okay, absolutely. We totally get that. Everything that's in our power to protect will be wrapped, will be protected, and will be padded. Everything that we can do to protect your items we will do, the rest is on you. And then you can say of course, you know, there's always things that can happen. There's always, you know, there's always the exception to any rule. And if you're concerned about that we also have insurance companies that we can recommend to you if you'd like to get insurance.
To just say you know what I totally understand you. I tell you what, I know you're gonna love us. We're gonna be the best anyway, your move is coming up soon. Tell you what I'm going to do. Why don't we hold the reservation for you? Let me make sure you got your spot. You go ahead and make your calls. If you need anything else from me, let me know and also just, by the way if anybody else offers you something that sounds better, or something different or whatever, call me back. Let me know what they said. We'll talk about it. I can tell you what the differences are. ( with you say like, you don't have to push against the objection.)



Damage: most ;people don’t realize that most damage happens when inside the truck because when the truck is on a road, it is a heavy equipment. I goes through potholes, speedbumps uneven pavements so it shakes and everything inside shifts. That is why it is really important for the movers to pack everything properly before loading it up. . That's why we really recommend to our clients that they have us do the packing for them too.
LEt the customer say if they want to say something.
Okay, absolutely. We totally get that. Everything that's in our power to protect will be wrapped will be protected will be padded. Everything that we can do to protect your items we will do, the rest is on you. And then you can say of course, you know, there's always things that can happen. The there's there's always, you know, there's always the exception to any rule. And if you're concerned about that we also have insurance companies that we can recommend to you if you'd like to get insurance