The Point of View of Professional Van Operator – Bob Langille

This overview highlights key insights from an experienced Atlas Van Lines driver on delivering exceptional customer service and managing moves effectively. The focus areas include proactive communication, customer interaction, common challenges, and strategies to minimize claims.

Communication:
Drivers emphasize early and proactive contact with customers—often reaching out a week in advance to confirm details, address questions, and anticipate needs. Coordinating labor based on shipment requirements ensures the right crew is scheduled for each move. Consistent communication among drivers, agents, and customers helps prevent surprises and promotes a smooth experience.

Customer Interaction During Moves:
Establishing a personal connection is key. Drivers introduce all crew members to the customer, maintain organization of personal belongings, and ensure proper protection of items. Attention to household factors—such as pets or emotional stress—helps create a calm, professional moving environment.

Common Challenges:
Moves involving Packing by Owner (PBO) often lead to inconsistencies that can slow down the process. Seasonal crew variations, particularly in summer, may result in less efficient packing and space use. Access restrictions in condos or high-security areas require pre-verification and route planning with tools like Google Maps to avoid delays.

Minimizing Claims and Service Failures:
Successful drivers prepare their crews by reviewing potential risks and ensuring compliance with applicable standards. Fragile or complex furniture is carefully disassembled and documented with photos for safe reassembly. Proper labelling and documentation minimize the risk of damage and improve delivery accuracy.

Key Takeaways:
Strong communication, thorough preparation, and experienced labor are the pillars of superior service. Anticipating challenges, documenting special handling, and respecting customer needs reduce claims and elevate customer satisfaction. Attention to detail throughout the process ensures each move is handled with professionalism and care.