People are mean.

And unfortunately there is nothing anyone can do about it. This is only partially true. Moving can bring on all kinds of new stress.

Is it their first move? Did they have a prior bad experience? Do they expect you to do all the work for them? Are they planning ahead or is it a last minuet move? Do they need a certain delivery date?

Most will not even realize that they are stressing themselves out. The only thing that can realy be done is try and be as sympathetic and firm as possible. I say firm because if you are not wavering and sure of not only yourself but of your company this can calm people down imensily.

Some people only need to hear that everything is going to be all right and that they will be taken care of.

I had one customer who just needed someone to take extra time with her to explain every thing. How we pack, load and every little detail in between. The agent I sent out was extremely calm and easy going. He ended up spending almost two hours helping her out. By the end of his visit he not only set up her move, but helped her to relax. When I spoke with her on the phone prior to her move she was actually happy.

Sometimes you need to go the extra distance to help someone out. Even if they end up using a diffrent company you will have made a good impression on them and helped them on their way.