Rens Kleijmeer - Beyond Logistics: Lessons from the Moving Industry

When I entered the moving industry, I expected success to come from mastering processes, schedules and rates. Those matter, but more important is how to apply this skill in human contact. Looking back, these are the three things I wish I had known on day one.

1) This is an emotional business
As a kid I had a superficial picture of what this industry and leadership looked like. My father left the house every day in a suit and tie, and in my head I built a little play about what being a boss meant. I sometimes spent vacations running around a warehouse as a little kid (I know super unsafe, but it was the 90s).
The reality is very complex. A move often happens at the same time with new jobs, family change and tight timelines. Calm people can become stressed, and that stress sometimes lands on the person who picks up the phone. I have been on calls where a small delay felt enormous because everything else in a client’s life was moving at once. The gratitude when it does click perfectly still gives me energy.
Early on, I took strong emotion personally. Today I treat emotion as information. If a client sounds anxious, there is a reason. Maybe the plan is clear to us but not to them. Listening first and reflecting back what I hear is important. It does not remove pressure, but it helps in making it more manageable.
I now share my own experiences with new colleagues so they know what to expect and how to deal with it. The main thing is not to carry a client’s stress home with you. Strong emotions will come your way, but that doesn’t mean they’re about you. Recognizing that helps protect your energy and makes it easier to give good service without being drained yourself. This at least massively helped for me. 

2) Not every client is your client
In my first years I chased every lead, worked out all the quotes. That taught me activity, not always results. The best outcomes happened when there was mutual interest. The client cared about how we work, and we cared about their situation. When interest was one sided, I had very little success.
I still respond quickly, but I am more curious in the first conversation. What does success look like for you. How have your previous moves gone. What do you want to avoid this time, or what risk do I need to inform about. These questions mean that I am here to understand, not just to send a number. If a prospect is not willing to engage with me and my company, that is fine but they might not be a fit for us and vice versa. 
This selectivity brought two benefits, more time and more business. I spend that time on better briefs, clearer expectations and stronger follow up. Results improved too. When the fit is good, conversations are faster and margins are healthier because both sides value the relationship and services, not only the price.

3) Your service is only as strong as your network
I underestimated this. I thought a solid plan and motivated move coordinators could carry anything. Then I watched moves succeed or struggle based on how well partners on the other side worked with and for us. 
This insight changed my idea of sales. Sales is not only what I say to a client. It is also the confidence I have in the partners who will handle the work when we can’t do it anymore. I invest in those relationships. I try to treat them like colleagues, I share what our customers expect, and I see them when I can, because a coffee reveals things an email never will. When I send a family and their life across the world, I want partners who care about the details the way we do.
A strong network also keeps your services current. When something goes wrong, good partners help you tell the truth early and try to help you do better next time. 

So… 3 things I wish I knew when I joined the moving industry

First, that this is a very emotional business. Moves are life transitions, and treating emotion as part of the job makes you a better partner for your clients.

Second, not every client is your client. When you qualify for mutual interest, the work is more enjoyable, the relationships are stronger, and the results improve.

Third, your service is only as strong as your network. The partners you choose ultimately define the quality of what you deliver.

I still learn every week. That is why I love this work: (I know this is a cliché, but…) it is never just about boxes and schedules, but about boxes and schedules, but about helping people move their lives.