Best Practices – Customer Feedback Communication

This overview summarizes key insights from recent customer feedback to help Atlas agents and crews strengthen professionalism, communication, and overall service quality during moves. It highlights common concerns, the customer perspective, and actionable steps for improvement.

Customer Concerns:
Feedback reveals several recurring issues impacting customer satisfaction, including:

• Hygiene & Professional Conduct: Packers not washing hands, mishandling restrooms, or unplugging appliances for personal use.

• Incomplete Work: Items left unpacked or poor coordination between packing and loading crews.

• Distractions: Excessive phone use during work hours.

• Inappropriate Personal Comments: Remarks that make customers uncomfortable.

• Tips & Payment Confusion: Crew discussions around tipping that create mistrust.

Customer Perspective:
Moving is an inherently stressful experience, and unprofessional behaviour can significantly heighten customer anxiety. Clients rely on Atlas professionals to deliver reliable, efficient solutions—not additional concerns or disruptions.

Actionable Steps for Crews:

• Maintain cleanliness and hygiene throughout the job.

• Complete all assigned tasks as per the move plan and communicate proactively if challenges arise.

• Limit personal phone usage to breaks or emergencies.

• Keep all conversations professional, avoiding personal or invasive comments.

• Respect customer property and follow proper protocols for tips or payments.

Key Message:
“Think of the customer’s point of view – they hired professionals to solve problems, not create them. Awareness and communication are your strongest tools.”