Category Archives: Making Headlines in the Moving Industry

I-Heart-Customers-High-Res

A Personal Customer Experience Leads to Increased Customer Engagement at Bekins

By Stephanie Linville, Director of Market Research & Pricing

The customer experience (CX) is no longer a series of independent interactions customers have with the various touch points in our organization; it’s an ongoing dialogue between Bekins and our customers.

This journey begins when customers are deciding which van line to choose for their interstate move. While some might view the customer relationship ending when the move is complete, the reality is the dialogue continues in the form of our customer surveys, referrals of our company to family and friends (which, by the way, happens to be our biggest source of new customers), repeat business with former customers and online LovemyCustomerSign_Bekinsreviews posted to social media.

Engaged customers are those who continue this dialogue with us. They are loyal enough to refer us to others and/or continue to use us for their future moves. If these customer behaviors are our end goal, then how can we get our customers engaged with Bekins?

Providing a personal customer experience is the key to engaging our customers. That said, we are fortunate this challenge should be easier to accomplish in the moving and storage business than in other industries, since our service is a highly personal one. We are in our customers’ homes, handling their belongings and interacting with members of their family, including their children and pets.

In addition, generally speaking, most people do not make multiple interstate moves during their lifetime, but when they do, the experience is a major life event due to the significant expense and stress. Because of these factors, when Bekins does an excellent or poor job, customers feel strongly enough about our performance to let us know. This is one of the reasons why we have such a great response rate to our customer surveys – currently 55% for our electronic surveys.

What does this mean? Well, simply by the nature of our business, all of our customers have the potential to be highly engaged. And if the Bekins customer experience is affected by every touch point in the organization, then all of our employees, agents, drivers and crew members impact CX in some way.

Tuesday, October 7th, marks the second annual CX Day, and Bekins we are celebrating our customers during the entire week of October 6 – 10! Just like we showed gratitude for our drivers during Driver Appreciation Week, we will continue this successful marketing campaign and show appreciation for our customers by having our agents, drivers and employees take pictures of themselves (and customers, if possible) holding “I ‘heart’ customers” signs and upload these images to our social media sites. We look forward to a fun and memorable CX Day!

 

Photos from some CX Day events:

Bekins employees helped create a poster with their hand prints to signify all hands are involved every move.

ILovemyDriverSign_Bekins

Help us Celebrate National Truck Driver Appreciation Week!

It’s National Truck Driver Appreciation Week (Sept. 14-20) and here at Bekins Van Lines, we are taking the time to show our appreciation to the people that are dedicated to delivering successful household moves.

As part of showing our appreciation, we would like you to participate! It’s easy and you could win $100 in the process! Follow the instructions below:

1) Print the attached signs on this email and choose one of the two, if choosing the second, write your driver’s name on the line.

2) Take a picture of you holding the sign.

3) Post the picture on our Facebook, Twitter or Google+ pages using the hashtags “#driveBekinsloyalty” and “#NTDAW” – You may also email your photos to bekinsmarketing@wvlcorp.com.

4) You will be automatically entered to win a $100 Visa gift card upon posting or email of your photo.

Join us between now and Sept. 27 (when the contest ends) in thanking all our professional male and female drivers for making your move successful and keeping our highways safe.

ILovemyDriverSign_Bekins DrivesMyLoyalty_Bekins

The BBB of Chicago and Northern Illinois Elects Bob Dalaskey to their Board of Directors

Bob Dalaskey, Sr. Vice President of Business Development for Bekins Van Lines, Hillside, IL has been elected to the Better Business Bureau of Chicago & Northern Illinois’ Board of Directors. The  Better Business Bureau is an advocate for consumer protection and Bekins’ is a BBB accredited business.  This accreditation means that Bekins has met strict standards set forth by the BBB.  In fact, Bekins has earned an A+ rating with the BBB and is proud to be affiliated with an organization synonymous with trust.

As a member of the board, Mr. Dalaskey will participate on various BBB committees that are focused on providing consumer protection.  In addition, he will also take part in BBB’s meetings and events.  Bekins will continue to support the BBB’s events which include the Consumer Research Guide and the Torch Awards for Marketplace Ethics.

Bob Dalaskey is a long-term supporter of the BBB and knows the importance of ethical business behavior that provides customer satisfaction and long-term sustainability and success.  He is focused on assisting the BBB in meeting their principal goal - having more companies becoming BBB accredited for the good of all consumers.  Businesses must continue to provide quality products and services to their customers and correct any processes that might lead to a consumer’s dissatisfaction.

Bob Dalaskey has been part of the Bekins family since January, 1993.  In addition to his executive position at Bekins, Mr. Dalaskey is a valued industry leader serving on committees for the American Moving & Storage Association and the Illinois Movers and Warehousemen’s Association.  He stated, “I am honored to have been elected to the board of this esteemed organization and will do my part in ensuring customer satisfaction”.

Moving and Storage Leader and Innovator

Bekins - The Early Years

Bekins celebrates 120 years in the moving and storage business.  We began operating with a few covered wagons in 1891 and have grown into one of the most recognized names in the van line industry. 

Did you know Bekins is the innovator of many of the standard moving programs being used today?  We were the first to offer a true guaranteed price called Bekins “No Excuse Price”.  We were the to offer guaranteed pick up and delivery dates.  The first to offer full valuation transit protection call “For All It’s Worth” which included pairs and sets coverage.  We’ve moved families for generations.  Contact us today for a free moving quote.

Bekins Honors Top Drivers

Congratulations to Bekins “Drivers of the Month” for the months of January to August 2011.  These drivers are selected each month in three fleets: Household Goods (HHG), Agent Household Goods (Agent HHG) and High Value Products (HVP).  Criteria determining selection includes: superior professionalism, timeliness, communications and customer service skills.  As “Drivers of the Month”, these drivers qualify for Bekins “Drivers of the Year”  to be selected in early January.  These are the dedicated and recognized Bekins “Drivers of the Month” winners.

HHG Fleet               HVP Fleet                         Agent HHG
January:     Edward Worthen      Stephen Love                     Denton Klahn
February:   Jay Pheasant             Reynir Skarphedinson    Martin Schultheis
March:         Sam Artrip                  Alphonso Marshall          Jim Hill
April:            Chris Rodman           Kenny Dupree                    John Schroder
May:              Jordy Jones               Jim Church                         Ralph Bingham
June:             Scott Hostetler         Dennis Ashton                   Mark Pettigrew
July:              Roy Martin                 Lee Price                              Nathaniel Fripp
August:        Clifford Bowe              Andrew Bennett              Andrew Cowsky

 

Bekins Wins Quest for Quality Award

Distribution Magazine's 2011 HG HVG Winner

Bekins Van Lines has been recognized for Logistics Management magazine’s 28th Annual Quest for Quality Awards – in the Household Goods-High Value Goods Carrier’s category.  The results were published in the magazine’s August edition

Winners are selected by results from a survey of their 5,400 magazine readers who have responsibility for buying transportation and third-party services. Bekins earned high marks in the following categories: On-time performance, value, information technology, customer service and equipment and operations.  To qualify Bekins received at least 5% of the vote in the Household Goods-High Value Goods category vote and Bekins rated highly in all categories.

Bekins Sr. Vice President Jim Mazzuca stated, we were very pleased to have received this prestigious award from Logistics Management Magazine and we are honored to be included among the winners”.

Jeff Horowitz accepts the Quest for Quality award

Bekins Van Lines was founded in 1891, and provides quality relocation and transportation services to both corporate and private customers through their network of over 200 Bekins agents nationwide.

Jeff Horowitz of Bekins Transfer & Storage accepted the award on Bekins’ behalf at their Awards Gala in Philadelphia, Pennsylvania on October 5th.

New Cell Divider Combo Offered to Bekins Agents

Check out CDS Moving Equipment’s latest packing product, a new cell divider combo.  This product will save you money and you’ll be able to offer your customers this exciting new product.  CDS is a valued business partner of Bekins and we want  you to see how this new revolutionary packing material works.  Click on the video below to see it.

CDS MOVING EQUIPMENT INC.
Stop wasting money, space and excess raw materials. This product provides a spectacular safe way to pack fine glass and china. Less warehousing and easier distribution! CDS always trying to bring you the newest products and ideas in the industry!!

http://youtu.be/hn5k3oPDkqs
www.youtube.com

Let Bekins Move You to One of the Top Ten Cities to Live in the U.S.

Here is an interesting article from ReloBook on the “Top Ten Cities to Live” based on what is believed to be important in a community – real estate and housing, economic health, recreation and safety.

Bekins can help you move to one of these cities or anywhere in the U.S.   When you are ready, get your instant quote by visiting the Bekins website and submitting your move information at: http://ecom.bekins.com/householdmove/action/autoSelectAgent.do?leadSourceCode=03.  Move with Bekins.  Contact us today.

RelocateAmerica Announces Top 10 Cities for 2011

via ReloBook by Robin on 8/2/11

Being named a Top 100 Place to Live  is a big deal.  It fuels economic development and improves quality of life. It fosters community pride  and creates opportunities for marketing tourism, relocation, business and industry.  Of the 100 U.S. cities  named to RelocateAmerica’s list for 2011,  there are 10 that have won the American Idol for communities in that they were named a Top 10 Places to Live.

They are:

1. Austin, TX
2. Grand Rapids, MI
3. Boulder, CO
4. Raleigh, NC
5. Dallas, TX
6. Greenville, SC
7. Augusta, GA
8. Boise, ID
9. Omaha, NE
10. Oklahoma City, OK

RelocateAmerica’s research team compiled the list after evaluating extensive data on the factors most important in a community: real estate and housing, economic health, recreation, and safety.  But, it wasn’t all a numbers game. Just as important, and perhaps even more so, was the input provided  by local residents, business and community leaders. There’s nothing that says community pride quite like a resident (or many of them) delivering a list of all the things that make their community special.

It feels especially good to name Grand Rapids, Michigan a top 10 place to live, especially after it was named one of “America’s Dying Cities” by Newsweek in January. What really caught our attention about this city, though, is its response. It didn’t get mad. It made a video. And, not just any video. A video with 5,000 residents (that’s not a typo), lip synching to Don McClean‘s “American Pie” while touring every aspect of the city. Now, that’s what we call true community spirit– and that’s what being a top 10 city is all about. (Editorial note: Newsweek claims the article was not done by them but was posted to its website as part of a content-sharing deal.)

Congratulations to all the winners.

To see the complete list of Top 100 Places Live for 2011, visit  RelocateAmerica’s website.

 Related articles

“Move for Hunger” Continues to Help the Needy

We want to continue to spread awareness about “Move for Hunger”.  Several Bekins agents are participating, and you can help too.  Here’s an article by Eric Anders that we wanted to share to bring even more visibility to this important cause.

Move for Hunger helps the needy

By • Aug 22nd, 2011 • Category: *RELOCATION NEWS UPDATES*

Move for Hunger Logo(2) Move for Hunger helps the needy

 

When I first wrote about Move for Hunger a little over a year ago, the relatively new industry organization was just starting to spread it’s wings.

Move For Hunger is a 501 (c)(3) non-profit established by Adam Lowy in August 2009.  Its goal is to strengthen the efforts of community food banks throughout the country by leveraging an existing network of specialized transportation companies and state and national moving and storage associations to create one of the largest, year-round food service programs.

At just 23 years of age, Adam is an industry veteran who grew up in the family business, Lowy’s Moving Service, that his great grandfather founded in Neptune, New Jersey.

Recently, Do Something.org selected Move for Hunger as one of the five finalists to participate in the 2011 Do Something! Awards. DoSomething.org is one of the largest organizations in the U.S. that encourages young people to create a culture of volunteerism by promoting social causes they care deeply about.

The Do Something Award is the premiere national award devoted to the promotion of social change by those under the age of 25. The young people nominated represent the most pivotal people in their field or cause and are dedicated to making a difference.

On Thursday, August, 18, 2011, the Do Something Awards aired on VH1. Move For Hunger was the ONLY hunger-relief organization nominated for the $100,000 Grand Prize. Although Lowy was not selected to receive the huge monetary reward, the national exposure and public support his non-profit organization received is probably worth every bit that amount.

What started as one young person’s personal goal to help feed the hungry in New Jersey now involves over 150 dedicated movers in 34 states. Together they’ve collected over 200,000 lbs of food to help fight hunger throughout the country.

2011 Do Something Awards – Terrance Howard introduces Adam Lowy

Using the Move for Hunger framework started by Adam and the national exposure provided by Do Something.org, the full-service moving and storage industry and their relocation partners have a tremendous opportunity to make a measurable impact on our nation’s fight to overcome hunger in communities all across America.

If you are a mover or know a mover, click here to learn how to join the Move for Hunger crusade. One in eight families in this country need your help!

To contribute:
For more information about how to participate to this worthwhile program, click on the Move for Hunger logo or contact:

Move For Hunger
1930 Heck Avenue
Neptune, New Jersey 07753
Phone: (732) 774-0521
Fax: (732) 774-6683
info@moveforhunger.org

You can also follow Move for Hunger on:  Facebook  Twitter   YouTube   RSS

Related Articles:

Moving? Feed a family for the holidays – RELO Roundtable

Move for Hunger: Helping those in need! – RELO Roundtable