Message from the Claims Desk 3.21.17

Good Morning Stewart Family,

This past Monday March 20th was the official start of the spring equinox. This means that the Sun crosses the celestial equator and is the only day of the year where the day and night are nearly exactly 12 hours across the globe. As our spring season progresses, the Earth’s axis will tilt the northern hemisphere towards the sun allowing for more of the Sun’s rays to pass through our atmosphere resulting in warmer temperatures. So as the weather turns warmer lets take this chance to fine tune our interactions with our customers.

This week I would like to talk about leaving the right impression with our customers. I cannot overstate the importance of creating a good first impression with our customers; however the final impression is just as important. These impressions create an opinion about our quality of service and every action that follows that impression is filtered through that perspective’s bias (think restaurant waiter that fails to fill your drink quickly enough). Psychologists refer to this phenomenon as the mental lens.

Showing up on time, properly prepping the home (floor protection!), having an organized system, and asking our customer’s to clarify their expectations are great ways to create that positive first impression. However, that is only half of the battle. Picking up and removing any trash/debris, placing boxes with the labels out, assembling items, and going through the paperwork with the customer are all ways in which we can create a lasting impression of quality with our customers.

So let’s do the little things that will impress upon our customers the most, and leave them bragging about the top-notch movers Stewart has.

Cheers,

Robert Wright

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