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What our loyal clients think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
I have contacted this client to better explain our up-front and transparent pricing policy. I personally spoke with the client the afternoon before the appointment to go over her items and discuss how we price. While it was difficult to get a firm handle on the volume based on her description, I did indicate that it would be at least 1/2 truckload ($383), could be upwards of a full truckload ($551) and could very well approach 1.5 truckloads in excess of $900. We were given to the go ahead to dispatch the team on the 27th.
Once my team arrived on the day of the job, my truck captain did tell me that it was difficult to quote due to all of the items being spread out at the home, but did quote a minimum of 1/2 truckload and told the client it may get up to a full truckload or perhaps more. We actually got all items in at 5/6 truckload ($492).
We never want our customers to feel compelled to use our service. To that end, I would have cancelled the appointment the day before had the client told me it was outside her budget. Further, my guys would have gladly left the job site, no questions asked, if even the top end of the range was going to be outside her budget.
I personally spoke to client prior to the guys going out to discuss what the cost would be and we were given the go ahead to pick up the refrigerator. As always, I would have gladly cancelled the job if had been above his budget.
I have reached out to the client via email and offered to talk with her by phone tomorrow to see what we could to make things right. Also ran this by the team on duty that day and they painted a different picture of the events, though we could have done a better job indeed. What's curious about this is that the job was done more than two weeks ago and the client signed off on our customer receipt which specifically certifies that the items were removed to her satisfaction without any damage to the items or her property. None-the-less, I am hopeful that talking with her will shed some additional light on things.
I did contact the client yesterday morning to thank her for her feedback and to see what other information she could share so that I could coach the team. All she could really add was that while she wasn't particularly out to make friends with the guys, she did feel they could have been more engaging.
I did tell her that the Truck Captain that day is a bit on the shy and quieter side and my Wingman was on only his second or third day on the job and attends a military university. That said, I've since coached both employees on our goal to WOW and DELIGHT our customers and reinforced that it's perfectly okay to have fun and engage with the clients - and, to adapt where appropriate based on our client's signals.
The client was appreciative of the follow-up call to her.