First Impressions Matter

This overview provides Atlas agents and crews with guidance on arrival procedures and professional conduct for moves.

Purpose:

• Establish consistent professional standards at the start of every move.

• Create a positive first impression that builds customer trust and confidence.

Key Topics:

1. Arrival Standards: Arrive on time, in full uniform, with all necessary supplies. Park respectfully.

2. Customer Greeting: Smile, make eye contact, engage politely. The crew leader introduces the team. Lay down floor runners at the entrance.

3. Home Walkthrough: Conduct a detailed walkthrough with the customer. Confirm items moving vs. staying, and mark “Do Not Pack” zones.

4. Setting Expectations: Explain the day’s plan, timing, and crew roles. Prepare the home with runners and padding.

5. Professional Behaviour: Maintain respect at all times. Limit personal chatter, manage body language, keep phones away, and request permission for facilities. No smoking/vaping onsite.

Why It Matters:

• Reduces customer stress and confusion.

• Improves operational efficiency.

• Drives better customer reviews and referrals.

Key Takeaway:
Professionalism at arrival sets the tone for the entire move, ensuring trust, smoother operations, and stronger customer satisfaction.