Moving Without Direction Is Costing You Time, Fuel, Payroll, and More! Push Culture Series

[00:00:05]Completed job does not automatically mean a completed workday. So we are fair single person in the organization. But the customer said we wanted to come at 1 to 4 window and y'all can't come early.

[00:00:16]Hey Jan, guess what? This crew is about to go home. By the way, after Doom customers are never ready. They're always wanting to buy more time. But hey Jan, I got an excellent crew for you today. These are two of my best guys and they're available for you. But if I send them home today, which I'm gonna do because I can't pay them to wait >> TO WEDNESDAY. LET'S GO.

[00:00:39]>> Five Wednesday.

[00:00:42]>> I love it. Look, the trucks aren't the problem, but your dispatch actually is.

[00:00:48]It really sounds harmless, but when a truck returns without clear direction, the capa company may be giving up time, fuel, payroll, second job revenue, rescue capacity, and actual control of the afternoon.

[00:01:04]Today we start the push culture series.

[00:01:09]Welcome to Moveified Wednesdays and I'm your host Mark Hershey, owner of Sammons and Ellis Moving and Storage located in beautiful Vancouver, British Columbia. And I can't do Wednesdays alone without my best friend, my co-host Steven Reed with Big Movers out in Memphis, Tennessee.

[00:01:31]>> We got on deck deliveries and we got ready rolls. Ready rolls.com.

[00:01:37]Oh boy. Oh boy.

[00:01:41]>> I am stoked. This series is about controlling the full workday. And that's that's I'm nerding out on that. It's called the push and it's a culture that I put in my organization for years. But it's not just about launching the morning.

[00:01:57]No, we and we and honestly, you know, last week we we touched so briefly on this where it really is uh you know, that whole sentence just come back to the shop. Uh you know, our our guys are done for the day and now we actually really kind of want to go through this, right? It's about making sure that the dispatch has direction of what to do when those kind of conversations happen.

[00:02:25]But you know what? Honestly, today we want to kick it off with the pre-trip and also the uh pre-trip is actually brought to you by moveifidnation.com.

[00:02:36]>> Go to one nation.

[00:02:39]>> The moveified nation.

[00:02:43]>> Is that my big dance routine?

[00:02:45]>> I do. I do. I like it. I like it. You practiced.

[00:02:48]>> I was uh practicing before the show. I was I was sliding back and forth kind of getting into that Janet Jackson kind of feel.

[00:02:56]Uh moveination.com/masterminds.

[00:02:59]Uh if you're interested in joining, uh make sure you go check it out. Fill out the form. Uh we'd love to hear from you.

[00:03:05]If you want to join our newsletter, uh also you can go on to movefiation.com as well too. You get hit with you get hit with three free SOPs right off the bat.

[00:03:16]You get included in the breakdown of every episode that we do. uh on a weekly newsletter that you can debrief, read about uh and check out as well too. Uh and then we are so lovely to be on um you know it's July the 22nd.

[00:03:36]Um which is great. I I I love it. We are so fast. You know, I actually had a message that someone sent me the other day um uh a gentleman shout out uh because he messaged me saying, "Hey, you know what?

[00:03:52]Listen, I used to own a moving company.

[00:03:55]I did it up until 2022 and then he left. 2 3 5 6 7 8 9 10 11. I just did a speed roll and you didn't even notice.

[00:04:10]>> 13 14 15 16 17 18 19 20 >> I rolled in my book, >> by the way. I'll hold it up while you're lifting.

[00:04:21]>> Well, I always uh >> Here's the book. Get it off Amazon, guys.

[00:04:25]>> Yeah, >> as the years through, it's all relevant.

[00:04:28]It's been a great way start my day, every day, and end my day.

[00:04:32]>> Uh and I've stayed to it. So, I You don't have to wait. Just jump in. and they're still half a year left.

[00:04:38]>> And and again, like I said to you before, like big shout out to uh Martin Hunt uh who reached out to me because he was struggling. He's kind of restarting his moving company business and it was a big shout out to uh the industry, to us to have this podcast as a resource. I sent him a couple episodes, some fantastic people uh that have been on the show, you know, shout out to Damian Paul uh and shout out to Carsten. Those were the two episodes I told him to check out uh you know to to give himself a refresher. And he also said he really appreciates the uh moving mindset. So uh you don't have to start at the very beginning. You can start right when you get the book on the next day to keep you going. I believe we're on day number >> uh 437.

[00:05:26]>> All right. Thank you, sir.

[00:05:29]And >> guys, if you don't know, we pre-tape a few days ahead. So, >> a apologize on that one. Uh, to everybody, >> give me some criticism. Can we do something for next year's copy?

[00:05:40]>> Are we keeping the same copy?

[00:05:42]>> Put put the dates put the dates >> on there.

[00:05:44]>> Yes. Yes.

[00:05:46]>> Yes.

[00:05:46]>> Yeah. I I re I heavily realized that after I >> they got published and going, "Oh, man.

[00:05:52]This is horrible." And I feel bad for people if they miss a couple days. So, uh, it doesn't work. And if And if >> uh 436 uh in your Bible, uh for all those that are tuning in, if if you guys are looking at me going, Mark, you we're actually this is day 204. Uh this is day uh 202. Uh I apologize, but you know what's always crazy, and I always say this on the show, is that when I open up the page, and I think this is the page, uh it always works for the episode. And to me, this is a perfect way to start this push series because the title is excellence is not an option this month.

[00:06:32]Whatever you do, your whole heart, >> but how you wrote Oh, sorry. I just I just started uh but but I just want to say I appreciate how you wrote this kind of that goes with the seasonality. It's uh it's it's that's really amazing about this book is you some of the hardships you pegged on the with your experience on knowing when we're going to have them. That's really really awesome.

[00:06:55]>> Which I think is for that.

[00:06:57]>> Thank you. I I think it's really it's it's really great because this just kind of be this page is fantastic because it's the non-negotiables, right? So excellence must remain in packing, loading, driving, communication, tone, culture, presentation. Your company's reputation is built in July. Customers talk, reviews get posted, word spreads faster than any ad campaign. Excellence is your best marketing. Uh and if you can identify one area today to tighten, the excellence standard must not slip.

[00:07:32]Uh it's also reminds me of Jim Steves from M3 who uh spoke at the last Titan mastermind retreat where he said value is everything and if you don't have if your company doesn't show any value, the customers won't understand why you want to charge that. The customers won't understand why they want to book with you if you can't present them with value. So value and excellence is key.

[00:07:55]>> And I'll say this too, like when when I reflect on my day today, uh I said this to myself, so future self on Wednesday.

[00:08:03]Um it worked out because I said, "You know what? I'm a like I'm seeing pictures on my own my own team on different things and I'm seeing uniforms.

[00:08:14]Uh I'm seeing people in tank tops.

[00:08:18]I'm seeing people in jeans, right? I'm not going to zell in Memphis right now, Mark. Um, but I know it's hot, but man, the customer paid for the premium brand and moving.

[00:08:37]>> Yeah.

[00:08:37]>> And that's not somebody that's wearing a tank top.

[00:08:39]>> No, >> that's not somewhere that's wearing blue jeans, right?

[00:08:43]>> Um, even how trendy it is, it's hot as hell. It looks funny when we're wearing a hoodie.

[00:08:50]Right. And we know better than to manage that. So, it's a good reminder for me to say my team, we are the we are the standard that we allow.

[00:08:58]>> Y >> and so I I appreciate the topic that you went over today.

[00:09:02]>> Thank you.

[00:09:04]>> And I want to see I'm not going to say it without doing it. I'm in full uniform. Right.

[00:09:08]>> That's right. That's right.

[00:09:11]>> And it's important you you want you want to make sure that you are um leading by example. You know, I don't really Yeah.

[00:09:19]I I have slacked off in a sense where I tend to come to the office in jeans. Um but it's usually always a golf shirt, a company shirt, company gear is always on. But >> no holes in the jeans though.

[00:09:33]>> No, no, no, no. I mean like they're fashionable. I'm looking I'm looking sharp. I'm looking sharp, right? But um >> I have a different dress code for office. And >> let's talk about what's actually happening in Scottdale this October.

[00:09:51]Three days all built around one thing.

[00:09:54]Helping moving owners climb to the next level.

[00:09:57]>> Day one, that's base camp. You show up, you're going to meet your people. Think good food, a DJ, some cigars. We're going to set that tone.

[00:10:04]>> And then day two, Ascent is where things get real. Alex Weber kicks things off.

[00:10:08]And honestly, if his session doesn't fire you up, nothing will.

[00:10:10]>> Oh, yeah. And then Toby Thompson and Lewis Misaro are going to take the stage together for the first time ever. And that evening, we've got Topgolf and dinner. You're going to want to be there for that, too.

[00:10:20]>> But let's talk about day three. That's the summit day. Mike Macauitz is your keynote speaker, a profit first guy talking about building businesses that are actually profitable. And then the night wraps with the best of movers awards celebration. There's going to be a red carpet, trophies, even a gold moving blink. This is not the kind of conference where you sit in the back and scroll on your phone.

[00:10:39]>> Be there. Make sure you get your tickets. I'll see you at Summit on the top.

[00:10:52]Hey everyone, Matty Mailers here. The guy who pioneered handwritten letters for the moving industry. Why? Because my competition at my moving company was using the same stock postcards as me.

[00:11:02]And my mailing company didn't care. So, I created a better way. Here's some mind-blowing results. In July, Miracle Movers Utah closed $93,000 using our handwritten letter strategy.

[00:11:15]With our campaigns, you can forget about the guessing games. You get a trackable phone number, daily photo proof, an incredible design team, and I'm also included. All letters stop at me for approval before they ever leave our facility. Right now, Moveified listeners get 1,000 golden tickets stuffed in our genuine handwritten letters completely free. Plus, I'm going to throw in bulk realer data for up to five counties.

[00:11:40]What are you waiting for? Moving Letters AI. Stop competing. Start dominating >> in the field.

[00:11:50]>> So, we should do an episode on that on both of our >> uniforms. I agree. I find I find at times my problem is is that I end up always having to jump on a truck. And so I used to always dress business casual and then I'm yeah like ready to go to a network ready to go meet a customer and then someone's like, "Oh, can you go move this truck? Oh, can you go grab this?" Or I'm underneath the truck to go check on something and uh the last thing I want to do is like destroy all my clothes. So, look, there's a $1,000 mistake, and I feel like when we when we even say $1,000, it could be drastically more than a $1,000 mistake done by dispatch. Stephen, as we start with this this most expensive issue, um can you start kind of going through like some of these key points why this is so vital uh you know as we kick off this push series >> and the push and then sign up for Mumifi Nation guys because we're going to be sending uh uh the push along to you uh as we do this series. But the push is just something I saw, you know, I talked, you know, the original the OG Titans and it's something that I've always just in my head maximized. And when I was talking to the OG Titans, I realized that man, some of the things that are natural to me about maximizing my fleet and maximizing my people is not what everybody does naturally. And so, um, you know, the old logic of The Pursuit of Happiness, which is my favorite movie, uh, surprise surprise, but, uh, you know, where he times down how much time he can save by going to the restroom by drinking less water to be more efficient, right? And I've always looked at how we utilize our equipment and drivers the same way. um you can run a lot less fleet and maximize that fleet with certain ways that you manage it, particularly in the peak season when you're going to book it all that you have. And these are kind of my bylaws that I've had in my crazy head about how to maximize that. And naturally when I see my team go away from the push the service manager, operation manager, dispatcher, you know, we all have the different names, but really really this is a really difficult job if the movers are making all the calls.

[00:14:07]>> Sure.

[00:14:07]>> Right. You you're you know everybody going to hang out at a gas station. Do the math, right? We talked about that last episode, but do the math. All that adds up on hours of the day that you actually have to execute all your customers.

[00:14:23]And so it's all about, you know, I see I see guys when the boobers are saying, you know, I'm going to get up at 10 and do this unload and you're your visibility ends at 900 p.m. You're stopping them. You're losing a lot of hours on the next day, right? And that's those are kind of some of the little rules that we go over because they'll just add up. And Mark, I can't tell you how many times I've been saved by the bell of long distance guys coming back.

[00:14:51]And boy, I needed that truck. Couldn't find a rental in town. I'm up against the U-Haul or them making it back. And because we pushed, we have more manpower and more guys there to utilize what we have on our staff. So, uh, a couple key points is a completed job does not automatically mean a completed workday.

[00:15:10]So we are fair to every single person in the organization, right? First one done, first one to come back. And one rule that I always say customers, but the customer said we wanted to come at 1 to 4 window and y'all can't come early. I let the customer know, hey Jan, guess what? This crew is about to go home and and by the way, after noon customers are never ready. They're always wanting to buy more time, right? But hey Jan, I got an excellent crew for you today. These are two of my best guys and they're available for you. But if I send them home today, which I'm going to do because I can't pay them to wait, I don't know what time I'm going to be able to get to you. That has worked at least I don't have the actual data, but at least 95%. It's very rare that a customer is like, "I just can't." At that point, if they're they're hearing that they're risking maybe one, an awesome crew and two, uh, possibly not getting moved at the time they need to get moved by, they're always telling, "Come on, come on, come on right now." And then, you know, we do some things that are unique to us, like uh, a truck has usable capacity, so I'm pushing my sales. I celebrate, uh, with my operations team. Everybody in the organization uh celebrates last minutes, right? Because and I tell my guys on day one in the interview.

[00:16:31]Hey, I pay a lot of money for that truck. We were just talking about it before we started, Mark insurance and everything. I pay a lot of money for that truck. My goal is to have you with the most amount of hours and myself with the most amount of hours. So, just know that as if you don't have a job behind you, I'm working my butt off to get you a job behind that. So, don't make any plans. How often how often in Memphis does it h occur where you're either a getting last minute jobs or b lots of customers are looking to book in the afternoon?

[00:17:03]>> Um, a lot a lot. You know, my competition isn't isn't very good.

[00:17:08]>> They leave customers hanging.

[00:17:11]Um, and my customer base, you know, they they can get drawn by a broker, right? And so we have there's a lot of opportunities to play uh save the day.

[00:17:24]>> And are you giving a discounted rate for afternoon jobs to kind of cover that because you're giving them more of a spread than that 9:00 a.m. or 8 a.m.

[00:17:32]start time?

[00:17:33]>> Great question. Um I >> Oh, sorry. And hopefully hopefully I wasn't jumping through some of the the hoops, but you know.

[00:17:39]>> No, no, that's a good curious question.

[00:17:41]Um, yeah. So, so I tell our sales reps, any apartment, any any partial move, always try to push PM.

[00:17:52]Always try to push PM because that gives us more resources. No, we're not going to lose a move over it, but we're trying to push if they're a certain size, we're trying to push. We're not talking about availability in the morning. We're trying to push a 1 to four window.

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[00:20:00]follow-up question. If you are in a situation where there's a morning job going out and you're sending a van and two guys, so a truck, two guys that are heading out to go do a relatively smaller job, knowing that you have this afternoon job, uh, but the afternoon job actually requires three guys on there.

[00:20:21]Now, the idea is is that that crew hopefully is getting back to the shop, let's say for, you know, 12 or 1:00. You have the second job scheduled for 2:00.

[00:20:31]That job starts going later. What do you do with that third guy that you had called in to to come in to assist on that other job? Is he just hanging out and waiting out? Is he being paid? Is it, you know, are you just avoiding that?

[00:20:46]>> I'm going to go pick him up off the next move and I'm going to use it as a uh spot check.

[00:20:51]Uh because I'm interested in that move that starts at that time anyway. Uh but it three and two guys mostly we run three guys.

[00:20:59]>> Okay.

[00:21:00]>> Uh uh but but we do have you know we're not we we provide that service.

[00:21:04]Customers want it. They want to compare the rate, right? Um another thing is like you know after even if we don't have second jobs I'm pushing my guys to get done, right? And so you know the sale isn't over. I'm I'm good at selling a customer that hey, I got three great guys that are going to come in and add to this job and it's going to be a you're going to save some money. It's going to seem like a lot on the hourly, but you and I are going to get finished by eight or nine and we're not going to have all the stress and everything else.

[00:21:38]So, I'm going to send some guys to help and sell those other guys to come to the job. So, I got layers to this. We're hitting the afternoon jobs and then we're checking on what's the jobs that are going to be the latest and trying to send guys to help.

[00:21:52]>> So, >> and that's why it's a series. We'll kind of go in detail.

[00:21:55]>> Yeah, of course. Of course. Yeah.

[00:21:57]>> I know your eyes, you're listening to that and you got some questions on that.

[00:22:01]Uh, >> and I had to sell this guys. I said, Mark, we got a topic that I got to talk about for a few episodes really.

[00:22:08]>> We're going to be on here for one really long one. But um a late customer, they usually need rescue. A second job may still be available. We're still waiting on it on the last minute shot. Heck, we call all of our customers the day before the move and we're going, "Hey, are you sure you I know you decided to move yourself, but we got a spot open." And then we're still going to call them on the day of their move by the other movers and say, "Hey, I got I got opportunity today."

[00:22:36]And I can't tell you how many people send somebody home because they don't like what they're looking at right now knowing that we can come in the afternoon. So, it's all about making the buck and pushing your cruise to be available for more options. Right.

[00:22:50]>> So, you're you're even calling customers that originally were booked for that day but never booked and Yes.

[00:22:56]>> and giving them a call saying, "Hey, you know what? We still have a crew available.

[00:23:01]>> Do you want to send your guys home? Let us take care of it for you."

[00:23:05]>> Absolutely. So, like you know my crazy butt. I I try to put myself in the customer's shoes and say I'm I'm 41 about to turn 42 at build to move. Get your ticket. Let's celebrate.

[00:23:18]Um but you know I'm 41 and if I'm moving myself this is the biggest move that I've had in my life in the customer scenario and I'm getting two U-Hauls, right? And it's a little bit more than what it used to be. And I realize I'm trying to save a buck, but then I realize, wait a minute, I this is a lot.

[00:23:36]I want to get that customer or somebody stuck. It's like painting. Painting is fun for the first hour. After the first hour, you're done with it. You want you want to hire a painter to finish. Right.

[00:23:47]And so I see the same way. It's opportunity to say, "Hey, are you sure?

[00:23:51]Are you sure the green guys did not show up?"

[00:23:54]>> Right.

[00:23:55]>> Right. There's always that, too. Right.

[00:23:57]There's a lot of moving companies that they they will they don't book up per se. They'll pick their biggest moves that they got out of the day, the most profitable moves, and then they'll cancel on the rest. So, I want to be there for them.

[00:24:10]>> So, really, at the end of the day, it's never really the problem isn't not necessarily the truck returning >> after the job, but the problem is actually returning without a deliberate reason.

[00:24:21]>> Like, they just they're just coming back and they don't really have a solid reason. Um, >> yeah. You know, a lot of times, so what are our reasons, right? Our reason.

[00:24:31]Yeah, exactly.

[00:24:32]>> The customer's waiting.

[00:24:34]>> Okay. Well, let's go ahead and wipe that out. Okay. What's the next reason that that's frequently happens? Oh, the movers wanted to break or one of the guys wanted to leave. I'm I'm trying to avoid all that. I'm trying to avoid that new guy uh uh bailing on us in that parking lot, right? Saying and then saying he didn't know, right? And so, and I'm trying to avoid the risk. The less less we're driving around, the less risk that we have uh as an organization.

[00:25:02]So, you know, I don't want people to drive back to my shop and then drive out of that shop. Look, some of the reasons why a truck could could come back is something's wrong with the truck.

[00:25:11]>> True.

[00:25:12]>> The next order has some packing materials, but again, I'm trying to I'm trying to do that myself or have a manager do that to do a spot check because I want eyes on the afternoon because you don't want problems. So, you want to know if you need to send another truck, right? Um, the team's reloading equipment for some reason. Like I said, u there's a safe dally that they didn't know about on the second move, right?

[00:25:35]Cuz we're doing safes and pianos and things like that in the afternoon.

[00:25:39]>> But again, like you said, in that situ in that situation, you already have dispatch on such a strong control that that job finishes, they go, "Oh, I need to come back to the shop to get packing supplies." If you have a manager, somebody that's there on site, it actually makes way more sense for them to load up the supplies than the drive time coming back and then going to the next job and saying, "Look, I'll get someone from the office to drop off the supplies. You get to check in on the guys, maybe bring them some Gatorades, see how they're doing, you know, touch base, give a couple high fives, see if that pack job is not going to turn into a 12-h hour day for the afternoon." And um and you can also reassess if you need more crews. So, that really works. And then of course, you know, at the end of the day, if the job and the day's work is generally complete would be, >> yeah, if I don't got anything for them, come on back, right? But I'm also going through that checklist. Do I have any second jobs? No. Uh, are all the moves on time and do I need to have support there? And usually before 3:00, those guys are going to different jobs, right, before they come back to the shop. rarely. And uh you know, me and uh Matt GM, we're trained to like something's going on in the parking lot.

[00:26:54]Why?

[00:26:56]>> It is the Dolly Dash moment brought to you by BHC Insurance. Ask Trey Scallion.

[00:27:03]Oh, wait a second. Trey, you're right here.

[00:27:06]>> I'm right here live and in person.

[00:27:07]>> That's right. Why should be reaching out to you? Well, guys, look, I mean, since I met Steve in 2010, I've just come across so many moving companies who are with a broker who doesn't represent their company to the underwriter so they can get the best deal. So, we're trying to show people how to pull the right levers, make you look good on paper so you can save money on insurance. As simple as that.

[00:27:27]>> How you going to get a hold of you?

[00:27:29]>> Call my cell phone 501-278-05.

[00:27:32]Email me at treybhca.com or call Steve or Mark. They'll hook you up.

[00:27:38]>> That's right. for sure. Definitely reach out to us. We're going to hit you up with some Dolly Dash moments right now.

[00:27:45]Let's go.

[00:27:47]>> Wow, we want these guys out here. So, the violation is not returning. I'm as you know, into soccer right now with the the World Cup and this will be the episode after it. So, but uh the day after, but the u so since this is coming out uh after uh what's your prediction? Spain or Argentina? I mean, man, uh I I guess I want Spain, but this Argentina runs pretty magical. Like, they are just it's it's like angels in the outfield almost, right?

[00:28:20]>> It's uh it was a pretty remarkable game watching it the other day. We're so going off topic, but uh let's use this as a as a moving logic. A team that's structured and works well together no matter what position they get put in can win at the end and they always can come through and pull through. And when you watch some of the maneuvers, I always then start thinking, you know, those maneuvers of carrying that crazy furniture, how we wrapped the furniture, how we moved it out, you know, a lot of the small details like the footwork of some of the players and pulling through the the amount of head butts, shots, and goals that I saw is a fine technique.

[00:29:06]And that's when I look at movers that when you learn those techniques, when you see those guys that are trying something different and it works and going, man, that is stellar. But you know what? Who's who's the goalie? Your your goalie is the office. Your goalie is dispatch. your your goalie is the guy that is is saving and is sometimes the winner at the end and sometimes, you know, needed his team around him to defend to be there to back them up, you know, and we also run into those situations a lot where the crews go out and there's an issue and they turn around and they start going, "Well, yeah, it's the office. The office screwed up." Right? That's not a That's not a winning team, >> right? So, >> no, it's not.

[00:29:52]>> So, so we got you. So, anyway, >> so you're you're I know. So, you're red card. Yeah.

[00:29:59]>> The red card is not returning.

[00:30:02]The the the red card, the actual red card is the yellow card is not returning. Right. The red card is the violation moving without direction.

[00:30:16]So if any truck of mine is moving without direction, we have failed. That is risk. That is cost. That is waste.

[00:30:23]Right? So you kind of my my dispatch and my operations are having to go in their head. Do we have any second jobs?

[00:30:30]Remember, I'm not going to have any of those roadblocks. We've already established them and plowed through. All right. And the second is is what moves are behind that we need to support.

[00:30:41]>> Right.

[00:30:42]>> Right. And we're going to do those things well before anything else.

[00:30:47]>> What does it reveal though about the company's day control?

[00:30:50]>> I mean, dispatch is only planning the first assignment, right? So, dispatch launches, you have the uh so like I don't know like so if if a truck's coming back to the shop, think about it.

[00:31:03]They're wasting money. They're only thinking about what's in front of them.

[00:31:06]They're not thinking about the whole day, right? So if your operation is having caught where they're coming back to the shop before going to the second job, that reveals you're planning for only the first move. U no one owns the handoff for the secondary moves. So nobody's really managing those move.

[00:31:24]That's a sign, at least for me and my experience from having the different locations over the years. Uh the crews are often choosing their own moves.

[00:31:33]Uh and the office is the easiest instructions instead of like instead of the best instructions. So by people aren't thinking about the business, they're thinking of I don't want to argue with timing, right? So all those are signs for me when we're we're having trucks come back. It's a lot bigger than just that one thing. Um nobody's watching the capacity and then that capacity hits us and what are we doing as an operation team? All of us are talking at 900 p.m.

[00:31:59]>> when all of us don't need to be, right?

[00:32:02]So this is kind of where that comes from. It's all proactive offense. So, you know, uh, we'll go over it, but 3 and 5:00 p.m. I know exactly what every option for every move is going to be.

[00:32:12]And my my person that's doing the overnight is as well.

[00:32:15]>> You're talking about handoffs. Why Why do most companies end up losing the day specifically in that handoff?

[00:32:23]>> So, a crew finishes the job. There's no there's no structure completion. I don't let my guys uh close the jobs out themselves. They have to call dispatch, right? Uh dispatch does not assess remaining time or needs. They're just saying come on come on back to the shop.

[00:32:39]We'll figure it out when you get here.

[00:32:41]Uh crew asks what to do. Office just says come back. The truck begins moving and then somebody will come in in that meantime and say we got another job when somebody's right in front of them. We don't need to manage when somebody's right in front of us and that add a lot of cost. And guess what? You're adding that 45 minutes to your day.

[00:33:01]>> Sure. there's going to be a move that you just did all this and wasted 45 minutes and then back to the actual move when they could have been going straight that you're just waiting and all these things kind of pile up. Um, so yeah, I mean that's that's kind of the the leadership later realizes another job needed and that's the big problem and then everybody ends up working till later, right? That's I guess the overall >> every estimate looks good until move day. Brandon with Cube Sheets, the latest AI powered moving software. Sick of listening to customers rattle off inventory list? With Cube Sheets, you can take a photo or video? Simply upload it to our platform and AI will automatically generate an inventory list. Cube Sheets captures inventory on site, virtual, or by customer upload.

[00:33:52]Packing needs and special handling are flagged automatically. And that's what accurate estimating really looks like.

[00:34:02]We recently hired Ready Rolls to help us with hiring some offshore help, some VAS, and they've done an amazing job.

[00:34:08]You know, they found the perfect candidate for our company. Not only that, they helped answer any questions that we had about the process. You know, initially, you know, hiring a VA can be a bit intimidating, but they answered all the questions. Been an amazing experience. Our VA has been a huge part of our success thus far in the process of hiring a few more right now.

[00:34:24]Definitely see them doing hard part and reaching our goals in 2025. And uh another game changer for our company.

[00:34:32]>> Visit readyrolls.com.

[00:34:34]There is now a better way to scale >> and you kind of brought up you know what happens before the truck leaves the customer's location. And I think some of the big things is when we allow two parts. one uh if we don't have tracking under trucks, we don't know if we're looking at dispatch or in the operation side of things where that truck is and they could have just finished off and left. B, if we're allowing the crew to do the paperwork and finish off that job.

[00:35:10]>> Mhm.

[00:35:11]>> You once again don't know what's going on with the crew. they're they're not checking in. You know, if we're if you're not instilling for them to call the office, call dispatch, uh to let them know, uh you know, what what what is important? Like what do they need to make sure uh that they're doing when the job's finished?

[00:35:32]>> They're calling in dispatch and they're waiting for direction. You know, that's that you never want them to leave. Is that you know, returning to the shops, the problem, the problem is returning without direction, right? So, if if the direction is come back to the shop, that's one thing. But, uh, you know, we train our guys from the get-go.

[00:35:51]Hey, don't wait until you get direction. Don't force it. Don't start driving until you get that direction. And so, you know, that's from from front to back kind of, you know, my closeout process is a mover will call a dispatch line that rings everybody in a queue, right? They're going to talk to somebody.

[00:36:15]They go to the truck. They don't talk about the bill in front of the customer.

[00:36:19]We say, we train them, no speakerphones ever, please. I know you're sweating, but no speakerphones.

[00:36:25]have your have your teammates prepping the truck cuz you know we teach our our team captains like you don't want the guys asking for a tip in the kitchen. You know you're bothered by that and they don't know better, right?

[00:36:38]So go ahead and eliminate the risk and have them set up the truck. And then we w we remind the customer, hey, did you uh were you able to do a review that we talked about earlier? Can I help you with that? And then they pass their phone to the customer. It never I want to point this out. They all we always talk to the customer through the mover's phone. Why? We don't want the movers leaving and come back, right? We That's always something too is the movers will just leave without making sure the bills there saying where to go if we're not using their phone. So then we we run through the bill on the phone, right? We do the close out. We walk them through everything was good. And then the driver takes the client to look at the back of the truck, which is now nicely stacked to confirm they don't have any more things. And all that time, we kind of already know what's going to be our next job. Then we collect the bill, they call, they're interested, they want to know if they got a tip usually, right? And um at that point, we tell them where their next job is. And we might hear complaints, we might not.

[00:37:46]But if you're fair and do it to everybody, the tide changes is that's part of the culture. If you're you're letting people complain and do this and do that, that's when the culture changes.

[00:37:56]>> I got a I got a question for you when it comes down to to the actual uh confirming the payment because you have like a VA that probably does the phone calling and the the completed bills. Um >> yeah, ready rolls.

[00:38:09]>> Readyrolls.com.

[00:38:11]that >> when it comes down to the jobs, are the guys estimating the travel time coming back?

[00:38:20]>> Do you charge for that or do you just charge like a standard 1 hour?

[00:38:23]>> No, we charge a service fee here. Uh at Big League, we charge a service fee.

[00:38:28]>> So, we already incorporate that in a service fee. Our our clock starts when we get there and moves the first piece and ends when we move the last piece.

[00:38:35]>> Gotcha. So then it makes it really easy for a VA to go through and complete that job, do all the information, get the billing and and complete the complete the work order.

[00:38:47]>> Yeah. Essentially, they're just confirming was there break time at the end of the bill and they're confirming what what I'm about to walk in to with the customer. Is there any everything go right or wrong? Right.

[00:38:58]>> And they're giving the phone to the customer. They're going over the bill and making sure there's no changes that need to be made based on that break time. if they're they're asking how many materials they used, right, if any. Um, and then the our VAS close it out with the customer and then if we don't get a fivestar review, we're automatically having a VA follow up the next day when the guys are gone.

[00:39:22]>> Yeah. No, I agree.

[00:39:23]>> Coincidentally, asking if they need unload services, are they overwhelmed as well?

[00:39:29]So, do that's the double check in there.

[00:39:33]>> Well, M you know we tal we tal about this first segment on the push series when it comes to >> the cost the amount of cost that we can lose >> uh when we don't have uh a direction for the crew >> how important is it like how what I'm trying to say is it is so important that the crews have direction like if you haven't grasped that in this in this first series episode >> that's the that's the most important That is that is the >> that is going to be that is the most important part of it right the problem is sometimes not returning to the shop the problem is returning without direction if that is like your famous oneliner that you need to complete with um and >> that's that's the red card right there >> if you uh when it comes down to if you are running your moving company differently I would love to hear it in the comments I don't think everybody has it where there's like a service far charge for uh for for the uh you know sometimes everybody just puts um a a half an hour to and from uh travel time.

[00:40:41]So it's it's all it's a little bit of all of that. Um what I would re highly recommend is uh take that and and and run with it. So 100% 100%. Also, I'm going to It's We're halftime, so I want to share a big thing here.

[00:41:05]You mentioned it in the comments, but I want to share. Guys, subscribe to our channel if you hadn't already and like it really helps us out a lot. So, please do that. Like our episodes, comment. We love to see the comments. Don't be shy.

[00:41:19]>> So, thank you. Thank you. Thank you for that if you are. and and and for the next episode that we're going to kick into what we want to talk about now is going to be the why the direction ends up creating options, >> right? And making that into what does a real time truck and crew direction actually unlock. So, make sure you tune in to next week because we're going to start talking about the benefits behind having direction for the crew. So stay moveified. This uh this episode is also brought to you by readyrollles.com and make sure you get your VAS because you see how important having a VA is and how it could be helpful in the delegation especially the handoff. When you hear about this handoff uh you know you can have VAS that are uh heavily involved in that so you're not uh looking at tons of extra costs as well uh within the office. Shameless plug. Readyrolls.com is the only place that'll actually onboard somebody for you to do these things.

[00:42:24]>> That's right. So stay moved and until next time, guys.

[00:42:30]I'm going to fire.