HOW IS IT DETERMINED WHO WORKS?  Moves are offered according to the movers rating and availability.  Movers that usually respond “Yes” to the text and have a decent rating are offered the move first.  Generally, if you are sent a text to work it is because you haven’t reported that you aren’t available.  A “No” response will usually result in less moves being offered and could possibly cause more hiring which will result in less moves being offered.  If you want more work, keep the manager of your area informed of dates that you aren’t available prior to being offered a move.  In this way, you aren’t responding “No” since he will already be aware and won’t offer.   

WHAT IS A MOVERS RATING?  We track everything about you as a mover.  From dependability, attitude, profit percentage, ability to follow directions…  This gives a rating.  The movers are then ranked according to the ratings.  The rankings determine whom is offered the moves and bonus amounts.  In addition to the rating bonus, movers are also given extra pay per hour based on the number of days worked. 
DEPENDABILITY:  once offered a move and you accept.  Show up on time.  If you don’t, this lowers the moves profitability rating because we are still paying one to two other movers to wait on you.  The profitability rating is one of the key ratings in the rankings of the movers, so not only are you damaging your own rating but also that of the mover scheduled to work with you.  In addition, the later you arrive for the move, usually the lower the tip and less chance of a good review. 

SCHEDULING:  Moves are usually offered from 1 to 3 days in advance.  If you are unsure if you can do a move that is offered, reply to the text “maybe” and the manager will continue to offer the move until he gets a yes or you reply that you can do it. 

CALLING OFF/CANCELING A MOVE THAT YOU AGREED TO DO:  At minimum, you will be moved to an on call back up position.  At maximum, you won’t be offered any further work. 

ARRIVAL FOR WORK:  When you arrive at the truck for work, you should be appropriately dressed and bring whatever drinks/snacks.  On long days, typically 2 move days, you are usually able to stop for lunch.  However, always plan on not stopping so that you are prepared.  Do not expect the customer to supply drinks or that you may stop throughout the day at gas stations just to buy your drinks.  Bring what you need. 

ON THE WAY TO THE MOVE:  There should be no stopping.  Once on the road, your destination and only stop is the 1st address of the move.  Absolutely no stopping on hourly rate or 2nd trip moves.  The customer is paying for the time.

DRIVING THE TRUCKS:  Please drive the trucks cautiously and as easy as possible.  Box trucks are not meant to be driven in the same manner as your personal vehicle.  The harder you drive the trucks, the more likely it will break down.  A break down during a moving day results in a loss of profit to the business but will also damage your rating.  When pulling out from a stop sign or red light, there is no need to gun the engine, increase speed slowly, allowing the transmission to shift as well as keeping the engine under an RPM that will not cause it to have issues.  When you are coming to a light that has turned red or approaching a stop sign… LET OFF THE GAS!  I’ve seen movers give it gas almost to the area that they are stopping then apply the brakes.  You are paid by the hour, there is no need to drive the trucks hard!  In addition, in an at fault accident, you are responsible for property and any issues that are not connected to the truck or our customer.  Our insurance will only cover our truck and the customers property if a contractor is in an at fault accident. 

USE THE GPS!  Please don’t think that just because you know your way around that you don’t need the GPS… you don’t know what the traffic conditions are.  ALWAYS HAVE THE GPS ON WHILE DRIVING. 

PASSENGER IN THE TRUCK:  Please help the driver watch for possible hazards.  The passenger should also be using the GPS and directing the driver so the driver’s attention can remain focused on the road.

NEW MOVERS:  Never let the customer know if you are new or another mover is new.  It will cause them to watch more closely as well as use it as an excuse to get around agreed upon policies by saying “You sent me a rookie” or something of that nature.  Customers are always looking for a way to break our policies even though they are getting a cheap move.  We’ve had people make us pay for even a scratch when they have a $200 deductible. 
Phones/Smoking/Breaks:  Please do not use your phones while loading or unloading.  No smoking or unnecessary breaks are permitted during loading/unloading.  An exception to the rule on breaks is if either the loading or unloading is going to take over 4 hours at one of the addresses, then a break is permitted.  

ANY ISSUE DURING THE MOVE SHOULD BE REPORTED TO THE MANAGER IMMEDIATELY!  REGARDLESS OF HOW SMALL.  IF THE CUSTOMER EMAILS OR CALLS, IT SHOULD NOT BE A SURPRISE, THE MANAGER SHOULD ALREADY BE FULLY AWARE OF THE ISSUE.  Keep the manager informed of the move, everything from the customer attitude, to if anything is incorrect on the paperwork, to any move issues including 2nd trips, going over the footage quoted, damages and so on….

GETTING TO THE MOVE/WALK THROUGH:  Your main objective on the walk through is to determine if everything will fit in the space that was quoted and to make sure that the information on the contact form that the quote was based is correct. 
  1.  If everything will not fit.  If you have any doubt, inform the customer.  If a 2nd trip is needed, they may not want it and will let you know the things that can be left if needed.  If a 2nd trip is needed, take snapshots of your stacking at least every 30 minutes.  This will cover you if a customer says that you caused the 2nd trip from poor stacking.  Also notify the manager of the possible 2nd trip immediately after the walk through.
  2. If the contact form is incorrect, before having the customer sign, tell them you need to call in the walk through to your manager and you will be right back.  Go outside and call the manager.  More than likely the inaccuracies will be added onto the quote and then discounted off, however, this still needs to be documented properly.  Any discount given increases the customers deductible which will help decrease the chance of an insurance claim.  Any claim automatically puts your rating for the day at 0.  A 0 rating for a day, usually takes at least 15 consecutive moving days without any issues to even come close to getting a decent bonus.
  3. When a larger truck is sent then what was reserved on a flat rate, treat the notification the same as a 2nd trip, notify the customer and the manager.  You can not wait until you go over the footage and then add it on to their bill.  You also are not allowed to discount the amount without approval from the manager. 
CUSTOMER SIGNATURE AND GOING OVER THE WORK ORDER:  The customer is already aware of the quote.   For a flat rate, if everything will fit, state the amount that will be due and ask them to sign for the move.  The customer gets the top copy and will need to sign the 2nd sheet as well as the 3rd, which is the actual invoice.  The 4th copy is a receipt for the customer when they pay.  If it is a flat rate and everything will not fit…advise that the 2nd trip will be $60 per hour and that time starts immediately after the last item is unloaded from the first trip.  If it is an hourly quote, state what the total for the minimum time will be and if it goes over the minimum, how much an hour, then ask them to sign for the move.  For hourly rates, never promise the move will be done in a certain time.  You have no idea what the other address looks like.  The minimum time listed on an hourly work order is just the minimum that we require, it does not mean the move will be completed in that amount of time.

INACCURACIES ON THE CONTACT FORM:  Stairs left off is usually intentional to get a lower price.  Loading and unloading distances can sometimes be wrong simply because the customer wasn’t aware.  Any inaccuracy needs to be reported to the manager.  This is very important and can save a claim as well as stop potential damage to your rating.  Usually we will just discount the inaccuracy off and this raises the deductible which will reduce the chance of a claim.  So, be sure to call and note anything that is wrong.  If you find an error and it is discounted off, we have found that this encourages the customer to tip, so not only are you protecting yourself and the company by increasing the deductible, but also increasing your tip.

DOING THE MOVE:  NO damage.  Be careful.  Watch what you say in front of the customer (don’t whine about a heavy item or how tired you are or discuss personal issues)  Keep a positive, friendly attitude.  Use blankets.  Always inspect sofas or any items that are bulky that may come in contact with a door frame or hallway.  Sofas are the number one item that insurance claims are filed on.  If it is a newer sofa, leather or vinyl, be sure to note any scratching or damages before moving it.  Usually pointing it out to the customer will suffice.  The number 1 reason items get damaged is not using blankets to move the items through doorways or hallways when the item will come in contact.  #2 is not blanketing on the truck properly.  During transportation the load will shift and if not blanketed properly scratching and damages will occur.  #3 Carelessness.  Trying to work to fast in order to finish the day or simply not paying attention.

BLANKETS:  Use the blankets!  Every now and then, take one of the better blankets in while loading and drape over an item, even if it really doesn’t need it.  Customers think that most items need blanketing even when this is not so.  Also, line the blankets on one side of the truck and use them as you are loading.  Do not throw them off on the ground.  If you line them down the wall, they will be out of the way and if you are using them properly, you will use them as you go and won’t need to move them out of the way.  When unloading a full truck, it is understood that the end blankets will need to go on the ground until you have room at the end of the truck to pile them. 

CUSTOMER ATTITUDE.  What a customer says or how they are behaving is very important.  If you think a customer may be a problem, they usually will be.  Contact the manager and note anything the customer has said that may cause concern or a general angry or picky attitude.  The manager will offer advice on how to handle the customer, but alerting him will also give him a chance to prepare should there be an issue.  With a difficult customer, it becomes even more important to document any inaccuracies on the contact form and list any discount given to increase the deductible. 

RISKY ITEM:  Items that are too large to go down a hallway or anywhere that may result in scratching regardless of how careful you are require a waiver.  This is simply the customer writing on the back of the work order releasing the company from any obligation for damages resulting from the item.  Call the manager with any item that you are worried to see if it qualifies for asking for a waiver.

USING THE RAMP ON THE SMALLER TRUCKS – Load any items that may require a ramp first, then place the ramp back where it belongs once you get to the where the bed is marked “ramp”   You may use the ramp for most of the move if you can remember to leave the space to place the ramp back on the truck. 

AT THE END OF LOADING:  Ask the customer to do a walk thru with you to see if any items were missed.  If you don’t do this and the customer gets to the other address and notices something missing, we have to go back free of charge if they state that you were initially told it needed to go.  However, if the customer walks thru at the end of loading and says that nothing else needs to go, then if they need us to go back, we can charge them.  This will also help ensure that you don’t leave any of our tools, dollies or blankets behind. 

BETWEEN MOVES:  On 2 or more move days, you may usually stop for lunch.  Your time does not stop.  However, BE REASONABLE.  Taking an hour or longer for lunch is unacceptable.  Long lunches will damage your profitability rating.  Get lunch as close to the beginning of the 2nd move as possible.  Do not get off an interstate exit specifically to go to a certain restaurant when your move is not off that exit!  Do not drive across town for lunch.  Choose a restaurant that is close to your pickup address of the next move and choose one that you can be in and out of in 30 to 45 minutes. 

LARGE MOVES:  for large truck moves that the entire move will obviously take over 6 hours, you may stop to eat after loading provided that it is a flat rate.  Be sure to always notify the customer if you are taking a lunch break. 

HOURLY RATE MOVES:  Since the customer is charged from arrival time to when the move ends, stopping for lunch is not permitted.  This is why it is important to bring something to eat/drink, just in case. 

ARRIVING AT THE 2ND ADDRESS:  Do a walk through with the customer to get the layout as well as a general idea of where everything is going.  Be sure to take your clipboard if it is a flat rate.  Payment for flat rates is due upon arrival at the address.  The customer is fully aware of this.  Do the walk through and then get payment.  Be sure to give the customer their copy of the invoice.  ***hourly rate payment is due at the end of the move.

END OF THE MOVE:  Do a final walk thru with the customer to make sure everything is where it needs to be and get our tools/blankets.  If it is an hourly rate, get payment and give the customer a copy of the invoice.  CHECK THE BLANKETS ON THE TRUCK TO MAKE SURE YOU UNLOADED ALL THE ITEMS FOR THE CUSTOMER.

INVOICE:  The total that the customer paid, including tip, must be reported on the invoice.  The Florida office calls 1 out of every 4 moves to check on how the move went.  They will also go over the invoice to check to make sure everything is correct and to make sure that the total the customer paid matches what is on the invoice.  If the total does not match and it is found that the mover pocketed the tip (possibly without even splitting with the other mover), had assembly or disassembly that they charged for and did not report on the invoice, or did anything in order to gain a tip that should have been an added fee, the mover will be dismissed and if it is a case of theft from the company or another mover, charges may be filed. 

DONATIONS--- ITEMS GIVEN TO THE MOVERS – BUYING ITEMS     We have a contract with several Thrift Stores.  You are paid for the job that you do and the customer has the option of tipping either by cash or card.  You are not paid in furniture or other items as a tip.  Please do not use the customers home as thrift store or flea market bargaining for items.  Any items that they are getting rid of will go to one of the Thrift Stores in our business group or sold at the building for our quarterly cancer society drive.  Do not ask or accept anything from the customers.  Reasons for this besides the Thrift store…. The customer may consider that your tip, but what about the other guy?  If they give one guy something, they aren’t going to tip or may offer a reduced tip from what they were going to give.  Also, asking the customer or offering to buy an item, not only looks bad on the company, but also puts the customer on the spot and may not be appreciated.  In addition, our trucks are not here for employee use to transport items that they should not be receiving to begin with.  And finally, any donation given increases our profit percentage since the Thrift Store will pay a pickup charge as well as a tax receipt, the helps you in that your rating for bonus is increased.  One of the ways that we maintain our cheap rates and stay in business in our contracts with the stores and our work with various Charities.  And if all that isn’t reason enough, we had an issue where a mover stated a customer gave him something, only to have the customer call and say the item was missing…. The cameras in the parking lot are there for security as well as documenting that nothing is coming off those trucks.  Customers will call every now and then and say that they can’t find a box or certain item, with the cameras and our policies on accepting items, we are covering our bases.  A customer claiming theft can destroy a company. 

BREAKAGE/DAMAGE:  For ANY breakage/damage issue, report it immediately.  Even if you think the customer doesn’t care, report it.  We’ve had customers act like it is no big deal and then later, after the movers leave, report it and cause some major issues.  If there is an issue, let the customer know the deductible and then tell the customer if you feel it is above your deductible, then I will get you an insurance sheet so that you can report it.  If they want a sheet, go out to the truck and call the manager immediately, then return to the customer, give them the sheet and advise that they need to call the number/s on the form prior to the move completion.  Note the time of reporting as well as the items involved in the issue and take a snapshot of the sheet and send to the manager.  The way insurance works, the customer must pay for the repair or replacement up to the deductible amount.  So, if the deductible is $200, they would pay the first $200 and then insurance would kick in for the balance over up to 50% of the move cost or .60 cents a pound whichever is greater.  When the customer calls, the agent will go over the insurance policy and requirements, please don’t try to answer questions concerning insurance since this is not your responsibility.  Your responsibility is to move their items and report any issues. 

TOOLS AND BLANKETS:  Get our blankets and tools!  This is another reason to do a walk thru after loading, not only checking to see if anything has been missed but looking for any of our items as well.  Also at the final address, prior to leaving, make sure you have everything.

ATTITUDE:  Getting an attitude with the manager is not smart.  If you can’t take constructive criticism then you need to find a job where you don’t have a boss.  If an attitude is noted with the manager, then there is a good chance that it will also happen with a customer.  Your rating will go down and so will the number of moves offered.  We’ve been doing this 11 years and have used dozens of movers that have had experience with other companies, so you may think you know better, but chances are, you don’t.  We know what it takes for us to stay in business and while we will listen, once we give our response, that is the end of it. 

BONUS PLAN:  Please remember the bonus plan is a reward.  It is not a requirement.  The plan is here to reward movers that do not have any issues.  While you may not think it is not fair if you are penalized for whatever reason, please remember it is a bonus… which means something extra, a reward for no issues for the work day.  Any issue during a day you are scheduled will not give you the points for that day.  Regardless of the move profitability, your rating will be 0 or less for the day for any issue.  The points are rewarded for a day without any issues whatsoever.  A deduction from previous days may result for a day that has more than one issue

REVIEWS:  A positive customer review in a public forum adds from 15 to 60 points depending on the site and the review. Positive Emails add 5 points.  However, please do not ask for reviews unless you are 100% sure that the customer will absolutely have no reason to complain.  A customer may leave a 5 star review, but even the smallest negative comment in the review will actually do damage to the company.  A negative review will result in not being offered any future moving jobs. 

HOW THE DAILY BONUS WORKS:  The bonus is based on the profit after payroll.  No other fees or fuel are factored into your bonus.  The goal is a minimum of 60% to 65% depending on your pay level.   If you are late to start the day or have any issues on the move, the bonus for the day is canceled.  
30 Day bonus:  Every 30 work days (not calendar days), you will be given an evaluation that has your rating.  If your rating is above your current rate of pay, your pay will be increased.  In addition, for your first 30 days, if your rating is above your pay rate, then you will be back paid as if the raise was given to you on your very first day.  So, if your rating, for example, puts you at a $2 per hour raise, and you worked 180 hours on your first 30 days, then you will receive $360 as added bonus.  You will be given the greater of the 2, either the total of the Daily bonus or the total from your 30 day evaluation.

DAILY PAY – WEEKLY PAY.  Drivers and Passengers are paid daily provided the customer paid cash.  For Credit Card moves, a check is issued every Monday.  If the business group manager (Michael) is in the area, Cash is paid daily for credit card moves. 

DAILY BONUS DURING FIRST 30 DAYS – bonus will be paid on your 31st work day.  Bonus is canceled if you do not complete 30 move days.  After 30 move days, the daily bonus will be paid with your pay at the end of the day for Drivers and Passengers that have at least a 60% rating (if under 60%, the bonus will continued to be paid every 31st day).

LEAD MOVER & SUPERVISOR DAILY BONUS AND PROFIT BONUS – paid weekly with pay for service by check.

PENALTIES:  Why penalties.  This is a contract position.  As such, if you agree to do a job, then you are expected to do it.  Not showing for a job, can cause either the move to be cancelled which can seriously damage the company or be delayed which still result in some damage.  All the branches are operated as a small business, so one person not showing is very serious.  Below are the penalties:

PENALTIES:  For contractors (drivers and passengers) that agree to do a move but quit without a notice or the contract is terminated by the Business Group Manager, the penalty is $80.  For a contractor that agrees to do a move but quits with a minimum of a 16 hour notice, the penalty is $40.  If there is a balance due from a card move, the penalty is taken out of the balance due.   Any money owed in bonus is automatically canceled for quitting without notice. 

PENALTIES FOR LEAD MOVER/SUPERVISOR:  ***any driver making $15 per hour labor or any passenger making $13 per hour labor is considered a lead mover.  Quitting without notice – the penalty is equal to the average of 1 weeks pay.  Quitting with at least a 48 hour notice is equal to 50% of the average of 1 weeks pay.  Any bonus owed is automatically canceled.   Termination of the contract by the Business Group Manager is equal to the average of 1 weeks pay.  Quitting with more than a 48 hour notice but less than a week’s notice will result in loss of bonus.  Quitting with at least a week notice will not result in any penalty.