However, I need to have a talk with you people.
No, not YOU people, i.e. the 99 percent of our customers who are awesome and friendly and forgiving of our thankfully increasingly infrequent start-up foibles. I'm talking to you people who would never use us if we weren't offering a chunk off our already low rates, and who will never use us again at full price. Specifically, I'm talking about people like the woman I just spoke with who said she's trying to decide between us "and a couple of Mexicans on the corner." (I must note: I have zero animosity toward Mexicans, Central Americans or South Americans, all of whom are among the friendliest and hardest working people I've ever met. However, if we're talking about unlicensed and unregulated workers, that's another story, and really, the subject of this rant...)
Here's the thing: we haven't raised our rates in about a year and a half. Maybe two years. And our rates are already well below standard industry rates. (I was recently shocked to learn the rates of one of the companies in my "Trusted Mover Network.") For a long time I was perfectly happy keeping them where they were because they were about what people expected, and they were just enough to allow us to keep the lights on and grow a little bit. Sometimes people would feign outrage upon hearing our rates, but because more people would say "Wow, that's really reasonable!" I'd know that the former people were full of it.
I have ALWAYS striven to be fair with people, ever since the first days with just me and my pickup truck.
Through literal blood, literal sweat (obviously), and literal tears, we've earned hundreds of 5-star reviews on Yelp.com. We've earned three consecutive Angie's List Super Service Awards, and we've maintained an 'A' average with the Better Business Bureau (which, admittedly, does seem to be more "pay for play" than I'd like, but whatever, we've had no complaints.) We take customer service very seriously, and I personally guarantee to lose sleep at night if I think a customer believes we've wronged them somehow.
|This is our third consecutive Super Service|
Award, thank you very much.
So, if price is your main concern, don't buy the Living Social voucher. Go with the $55/hr guys. Maybe they won't screw you over. Maybe they'll actually address your claims in a timely manner. Maybe, just maybe, you'll get a new illegal start-up moving company that still is concerned about customer service and will do the right thing regarding damages. I, however, pay my fair share. I pay more in taxes per quarter than I've paid in entire years of my working life. I am building a LEGITIMATE company, and once again, I assure you, I pay my fair share, and then some. And I do it by treating our customers with respect and fairness.
If you can respect that, then please let me serve you. If not, we're not the guys for you.