How to implement a post-move quality follow-up call

The post-move follow-up call is your most effective tool for resolving "hidden" complaints and generating the online reviews that drive the majority of new removals leads. By contacting the customer 24 to 48 hours after their move, you demonstrate professional care and catch minor issues before they escalate into negative public feedback.

Why the follow-up call matters

In the removals industry, reputation is everything. A customer might feel slightly annoyed about a scuffed wall or a late arrival but may not bother to call you to complain—they simply won't recommend you. This follow-up call bridges that gap, showing you are a business that takes quality seriously and values their experience.

Step 1: Timing the call

The "sweet spot" for this call is one to two days after the move. Any sooner, and the customer is likely still surrounded by boxes and feeling stressed. Any later, and the "relief" of a successful move has faded, making them less likely to take the time to speak with you or leave a glowing review.

Step 2: Use a simple script

Keep the call light and helpful. You are not "checking up" on your staff; you are "checking in" on your customer. Use the following structure for your conversation:

Phase	What to say
The Opening	"Hi [Customer Name], it’s [Your Name] from [Business Name]. I’m just calling to see how you're settling into the new place!"
The Quality Check	"How did you find the service from our team on moving day? Was everything handled to your satisfaction?"
The "Small Details"	"Was there anything, no matter how small, that we could have done better for you?"
The Ask	"Since you had a great experience, would you mind sharing that in a quick online review? It really helps a local business like ours."

Step 3: Handling minor issues

If a customer mentions a minor problem (e.g., a missing box that was actually left in the attic or a small scratch), address it immediately. Don't be defensive. Often, simply acknowledging the frustration and offering a small gesture—like a bunch of flowers or a small discount on a future service—turns a "neutral" customer into a "vocal" fan because you handled the problem professionally.

Step 4: Securing the review

If the customer confirms they are happy, strike while the iron is hot. Ask them which platform they prefer (e.g., Google or Trustpilot) and tell them you will send a direct link via SMS or email immediately after the call. People are much more likely to leave a review if the link is sitting at the top of their inbox or phone notifications.

Tip: Log every follow-up call in your customer records. If you notice a pattern of feedback (e.g., "the team were great but arrived 15 minutes late"), you can use this data to improve your operations and training.

Best practices for follow-up calls

• Keep it brief: Respect their time; the call should rarely last more than five minutes.
• Don't sell: This is a quality control call, not a sales pitch. Don't try to upsell other services.
• Be personal: Mention something specific about their move if you can, such as their pet's name or a particularly heavy antique they were worried about.
• Send the link: Never end the call without confirming you will send the review link. If you don't send it within 10 minutes, they will forget.