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Moving Expectations

I had an interesting experience recently. I was able to sell my condo faster than I thought, and was left with no place to go. Luckily, I found a little temporary apartment, just 3 miles away. So I packed up my little 650 sq ft place, and hired a moving company to move my things to the new apartment.

Now a one bedroom, 650 sq ft condo doesn’t hold much. And what it did hold, I had taken the time to get all boxed up and ready to go. Both buildings are elevator buildings, and the moving crew had three people.

Feel free to leave a comment with how long you think this move should have taken. I was thinking maybe 3 hours, tops.

This move took almost 6 hours! And I was a very unhappy customer.

Did everything get moved? Yes. Was anything broken? No. Were the movers courteous and professional? Pretty much. So why was I so unhappy?

Sometimes, even if you do your job, if you don’t consider expectations, you can be left with unhappy customers. Now this moving company didn’t know I was expecting them to be finished in 3 hours. Should I have told them? Probably. Should they have asked? Definitely.

If a business wants to build a lasting relationship with customers, they should always consider what those customers are expecting as far as level of service, because sometimes just giving them what they pay for is not good enough. If this moving company had asked me what I was expecting as far as time, and then said they probably couldn’t do it, but would try, I doubt I would have been so unhappy.