Moving furniture

[darcie smith]

Do you have separate pricing for moving furniture vs cleaning around furniture? We’ve had it as separate line items for a long time but now that we have online booking and I have less time to talk to people when they call, a lot of people think we’re going to move furniture when they’ve chosen open area pricing. When the tech goes in and walks the job with the customer before he starts he says he’s making sure everyone understands what the items on the work orders mean but I’ve had three callbacks in the last several months for people whose expectation was that furniture would be moved but it wasn’t because their work order said open areas. It says in the line item and the description of the service what the difference is, and I’m aware that no one reads anything, but it seems they aren’t paying attention when we’re going over things with them either.

So go to the higher price and move all furniture unless requested not to? We could revert the per room price back to what we charge for traffic lanes now if they say they don’t want things moved. I just want to stop the misunderstandings because nobody pays attention.

 

[AI FredC]

It seems you're experiencing a common problem in the service industry: clear communication of services. While moving furniture and cleaning around furniture are two separate services that require different amounts of time and effort, it's crucial for your customers to understand this distinction.

1. **Pricing Strategy:** You should continue to have different line items for moving furniture and cleaning around furniture. This way, you can maintain the transparency of what they're paying for.

2. **Service Description:** Make sure the description of each service is easy to understand. Avoid jargon or industry terms that a layperson might not understand. You could say something like "Moving Furniture: We move your furniture to clean under and around it" and "Cleaning Open Areas: We clean the visible, unobstructed floor space, without moving any furniture."

3. **Online Booking:** In the booking process, prompt customers to choose if they want their furniture moved or not. If the system currently allows them to bypass this choice, perhaps consider making it a mandatory option. This way, they have to specifically acknowledge whether they want this service or not.

4. **Technician Explanation:** Have the technicians continue to discuss the work order with the customers before starting work. Perhaps they can use a script that has been designed to clearly explain the difference between the services in non-technical language.

5. **Pre-emptive Phone Call:** If the problem persists, you might consider having a team member call to confirm the service order before the technician visits. This would give the opportunity to clarify any misunderstandings, especially about moving furniture.

Remember, the goal is to make the customer understand what they are getting for their money. While this might require some extra effort at first, in the long run, it will lead to greater customer satisfaction and fewer callbacks.

Your idea of moving to a higher price that includes moving furniture could work, but it might put off those clients who don't want this service. Offering flexibility can be a good selling point, especially for customers who like to customize their services.

 

[Mikey P]

Send out my "move your junk" email...

 

[darcie smith]

Send out my "move your junk" email...

We do, no one reads it

 

[Mikey P]

We do, no one reads it

Who's your client base?

 

[hogjowl]

Don’t blame it on her clients
Nobody’s going to read a dissertation from a carpet cleaner.

 

[hogjowl]

I’ve always priced it 10 cents a sf higher, but only started putting it as separate line item since my son talked me into charging $10 per piece moved. He’ll cap it at $40 per room.

 

[Mikey P]

Don’t blame it on her clients
Nobody’s going to read a dissertation from a carpet cleaner.

Out west they sure do.

Works amazing, but I do tell them it's coming.

 

[Jim Pemberton]

We do, no one reads it

I love Mikey’s letter, but it might seem to be an epic of Homeric proportions to those who might not be fans of the reading process.

Perhaps you can edit it down, and use bullet posts and some bold face for some of the more critical points...such as furniture moving.

Find someone with a lack of patience, a short attention span, and perhaps a low regard for the lyrical beauty of the English language and test it out on them.

 

[BIG WOOD]

I’ve always priced it 10 cents a sf higher, but only started putting it as separate line item since my son talked me into charging $10 per piece moved. He’ll cap it at $40 per room.

Why cap it? "Contents manipulation" starts at an average of $50/room and goes up from there.

People need to realize we aren't a furniture moving company and the longer we're there moving their crap around, the less time we have to schedule another time slot

 

[hogjowl]

Out west they sure do.

Works amazing, but I do tell them it's coming.

Sure they do

 

[hogjowl]

I love Mikey’s letter, but it might seem to be an epic of Homeric proportions to those who might not be fans of the reading process.

Perhaps you can edit it down, and use bullet posts and some bold face for some of the more critical points...such as furniture moving.

Find someone with a lack of patience, a short attention span, and perhaps a low regard for the lyrical beauty of the English language and test it out on them.

But pay me

 

[hogjowl]

Why cap it? "Contents manipulation" starts at an average of $50/room and goes up from there.

People need to realize we aren't a furniture moving company and the longer we're there moving their crap around, the less time we have to schedule another time slot

Maybe you’re right, but it seems shady to charge $10 to move a rocking chair or a night stand.

 

[BIG WOOD]

Maybe you’re right, but it seems shady to charge $10 to move a rocking chair or a night stand.

I agree

I’m talking about someone who wants you to move their 300lb dresser that never had any traffic under it just because there’s a line of dust between that and the wall
Or they want you to break down their bed so you can clean under it.

That’s the extra $50-$75/room charge that needs to be added

 

[hogjowl]

I do have one customer that wants everything, literally everything, in her house moved. She only calls about every 5 years. The last time we were there I bent a lift buddy moving her TV/ Whatever cabinet in her MBR. I’m not moving it again.

 

[Mikey P]

Also with first timers, call them 24 hours ahead of time and remind them to get their stuff picked up.

The regulars will know after the first time what you require.

 

[Sierra Clean Care]

It’s the older generation that wants EVERYTHING moved. Including the curio cabinet with the 400 piece spoon collection inside…

We tell them if they want anything moved that is remotely related, they have to empty it first, including the glass shelves, 9/10, they say don’t worry about it.

We are NOT a moving company, we are a cleaning company.

The clients that expect that level of service know they have to pay for the extra work.

 

[Jim Pemberton]

But pay me

You will appreciate this:

I used to write articles more ponderous than James Joyce’s Ulysses.

When my father used to edit my work, he often would return it and say:

“No one will read this! You aren’t writing for an English Literature Class. Take out words that aren’t needed, or that the average person has to use a dictionary to understand, and break it down with bullet points.

Your job isn’t to impress scholars, but instead to be understood.”

 

[Papa John]

We do, no one reads it

I had the same issue. she threatened to complain to credit card companynif we disnt.remove the moving furniture charge because we disnt charge in the past for moving furniture. I informed we are in a new normal sine the pandemic and sent her the confirmation letter she recieved at booking and highlighted where it said we charge for moving furniture.

 

[darcie smith]

Also with first timers, call them 24 hours ahead of time and remind them to get their stuff picked up.

The regulars will know after the first time what you require.

I’d love to tell you I have that kind of time, but I’m barely keeping my head above water answering when people call in.

 

[Papa John]

I’d love to tell you I have that kind of time, but I’m barely keeping my head above water answering when people call in.

Ive found that One way to get the shoppers off the phone quickly is to tell them our minimum charge first.

 

[hogjowl]

Just line item it on every invoice and let the customer see it as she signs it prior to cleaning. The longer you stay on this thread with these idiots the harder it’s going to get.

 

[Jack Zipper Zerkie]

How much furniture can 1 person move especially as you get older.If they want lots of furniture you should have a second person . More expense but it's what ever you need to get it done. Sliders and lifts help just remember to take them with you.

 

[hogjowl]

Well Jack, I’ll admit that you’re considerably older than me, so when I get to your age I might agree. However, at 67 I’m still able to move furniture myself, it just takes me longer, so I charge more. I probably should make a video of the jacks and tools I use to do so, but nobody here really wants to learn anything.

 

[Nate The Great]

Well Jack, I’ll admit that you’re considerably older than me, so when I get to your age I might agree. However, at 67 I’m still able to move furniture myself, it just takes me longer, so I charge more. I probably should make a video of the jacks and tools I use to do so, but nobody here really wants to learn anything.

Do you have one of Gary Heacock's furniture jacks?

We do sqft pricing of .10 cents more..

 

[hogjowl]

I used to charge 10 cents more also. Until my son talked me out of it.
No these are the jacks I use.

Coupled with a lift buddy and furniture sliders there’s not much that would want to move that I can’t move by myself

 

[Brian H]

I do have one customer that wants everything, literally everything, in her house moved. She only calls about every 5 years. The last time we were there I bent a lift buddy moving her TV/ Whatever cabinet in her MBR. I’m not moving it again.

I remember a crew cleaned an entire house for a customer and told her after that they weren't able to move her fully loaded curio cabinet. She withheld payment until she had time to empty it and we were able to move it a week or so later. The feet of the cabinet were very small and the area we were not able to clean was about a square inch per leg, so 4 inches. She felt we were cheating her.

And of course after moving and cleaning under it we asked if she ever moves it, nope never.

 

[Brian H]

I love Mikey’s letter, but it might seem to be an epic of Homeric proportions to those who might not be fans of the reading process.

Perhaps you can edit it down, and use bullet posts and some bold face for some of the more critical points...such as furniture moving.

Find someone with a lack of patience, a short attention span, and perhaps a low regard for the lyrical beauty of the English language and test it out on them.

You will appreciate this:

I used to write articles more ponderous than James Joyce’s Ulysses.

When my father used to edit my work, he often would return it and say:

“No one will read this! You aren’t writing for an English Literature Class. Take out words that aren’t needed, or that the average person has to use a dictionary to understand, and break it down with bullet points.

Your job isn’t to impress scholars, but instead to be understood.”

Ken Snow taught us her to write short, to the point emails, etc. We knew anything over a couple of paragraphs and his eyes would glaze over! I still follow that advice!

 

[Mikey P]

How's this?



Dear [FIRST_NAME] [LAST_NAME],

We’re looking forward to your upcoming cleaning appointment! To help us serve you efficiently, please review the following:

1. Parking & Water Access
   Arrange parking close to the entrance and provide access to a water source (garden faucet or threaded sink within 150 feet).
2. Preparing the Cleaning Area
   Please remove small and medium-sized furniture (tables, chairs, etc.) and clear floors of items like toys, rugs, and wastebaskets. For heavier furniture or special requests, we’re happy to assist during the appointment; however, this service requires additional time and may incur an extra charge.
3. Pets & Safety
   Secure pets during the cleaning process, as doors may remain open.
4. Share Concerns
   Let us know about any specific spots or spills so we can address them effectively.

Bonus Tip: Dust baseboards and fans before our arrival for a cleaner finish!

Thank you for choosing Floor’d! Visit our website for more services or call us with any questions.

Looking forward to serving you,
[YOUR NAME]
Floor’d

 

[hogjowl]

That’s better but no southern “democrat” will read even that. Of course, it doesn’t really matter because 75% aren’t home anyway.