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Providing Superior Customer Service since 1910: An Interview with Palmer Moving & Storage

By Kristen Bosse

Please describe a little bit about your company and the services you offer.

Palmer Moving & Storage is a full service household and office moving company we handle relocations locally, between states, and internationally. We have been in business since 1910.

Who are your primary customers?

We handle household moves for individuals who are arranging and paying for their own move as well as for many of the Fortune 100 companies handling thousands of employees they transfer annually.

What is your specific position at Palmer Moving and Storage?

I am the President and Owner of Palmer Moving & Storage. I spent 6 summers while going to high school and college working as a mover, went into the office in 1983 and have been President since 1989.

What are some of the most important tips you would offer to customers preparing for a move?

The most important tip I would offer is for an individual to go through their items prior to the move in an attempt to purge those items they no longer need. This will save significant time, money and reduce the stress of getting settled in one's new home.

Do you have many additional fees for specific items or services?

Our services are similar to choosing options on a car. There is a base charge to load and deliver the items. The customer can choose to have us pack a portion or all of their goods, unpack a portion or all of their goods, or provide additional services during the relocation at an additional cost which would be detailed and approved prior to any charges assessed.

Are the items you move insured throughout the entire move?

Insurance or valuation is another item which is menu based. We review the options with each customer offering fully insured prices, partial insurance, deductible, or minimum valuation. Each level of protection is described prior to the customer deciding which option is best for them.

What sets your moving services apart from competition in your area?

Our employees are the key differentiator and the primary reason why we enjoyed the success we have had over the past 103 years. We train each employee on the handling, of the goods they are moving, customer communication, and to be sure that we are maintaining safety as a top priority. Moving is one of the most stressful events a person will go through in any given year and it is critical that our employees understand this and we remain sensitive and attentive to ensuring the actual move is as stress free as possible.

How early should a homeowner contacting a moving services company before the day of their move?

The answer to this question is partially driven by the time of year. If an individual or company wishes to relocate during the summer months we recommend the person contact us as soon as possible with a minimum of six weeks as a guide. Of course we frequently accommodate customers who contact with much less notice than that but schedules do fill during the summer do the demand significantly increasing because many families choose to relocate while their children are not in school. Non summer months four weeks is a good guideline but again as soon as one knows what is going to move it is not too early to contact the mover.

What specific qualities should a customer look for in a qualified and reliable moving company?

I would recommend before choosing a moving company that a customer check with the Better Business Bureau as well as the Michigan Movers Association and the American Movers Association (AMSA) each of which are reputable large organizations that maintain quality programs and listings of certified and licensed professional movers. AMSA has a program in which they identify reputable companies as a "Pro Mover" and this would be a good start in choosing a mover.

What are some common mistakes that homeowners make when hiring certain moving companies?

Common mistakes that I frequently hear of include waiting too long to contact a mover and then the dates the person prefer is not available. Individuals should never choose a mover who is not licensed or insured. I would suggest they choose a company that represents a nationwide van line and be very cautious of internet movers or making decisions strictly on price. Our industry has produced far too many stories of families having their lives turned upside down by "moving companies" that are dishonest and unethical.

What is the best way for people to get in contact with you?

We can be contacted on line at www.palmermoving.com, toll free at 800.521.3954, or they can contact me at jeffp@palmermoving.com.

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Kristen has written impressive content including press releases and feature stories...

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