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View OnlineSubscribe | Media Kit January 22, 2019
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Inside

CAM News & Updates
 
President's Message

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Moving is a tough racket. I know from my own experience how hard salespeople have to work on a sale and to what lengths they have to go to get a move. Competition is tough, not only amongst fellow CAM members and other legitimate moving companies in the area, but also with the surge in internet scammers and fake movers lying about services they provide and craftily undercutting the cost, to the point that legitimate movers are cutting corners and over promising to get the sale.

Over the last year of managing complaints, CAM has seen some significant grievances made against CAM members. And recently it’s been worse as some of the late summer moves are coming across our desk.

In order to help facilitate a resolution between a customer and a CAM member, as President, I look at each complaint with an impartial frame of mind focussing in on the aspects of the move and what the customer and the moving company did or didn’t do. In some of these complaints, the customer did not disclose, or underestimated, the amount of things moving, thus causing cost differentials. Those are easy to determine and ‘rule’ on.

However, many, if not most, of the domestic move complaints that come in stem from the fact that the salesperson had not done a thorough job of investigating all components of the move and/or not taking the time to completely understand the customer’s desires and FULLY explain the move process to them.

Obviously, I want to support our members to the fullest and do so to the best of my ability. I don’t want to be put in a situation where I can’t support your actions, but if you aren’t providing the contracted services, my options will be limited.

During this down time, it’s worth getting your entire staff (or at least your GM, salespeople, dispatcher, key frontline folks and your gal/guy who processes the paperwork) together to review some of last year’s ‘bad moves’ to see how to fix them for the next time...because there will be a next time.

Here are just a few things to keep in mind:

  • Have someone see the customer in person to verify what is going on. Remember, you’re the expert and know the moving business, not them.
  • Fully explain partial packing and how the price will go up as more boxes need to be packed. More importantly, make sure they understand the amount of time it takes to pack and unpack boxes.
  • Don’t be greedy by agreeing to do work that you know you aren’t capable to do – or worse, that you have no idea if your DA can handle. Get a third-party expert in. Let them deal with claims if things go sideways.

Don’t forget that phones were originally invented to be used to call people. Use it. Call your perspective DA and TALK to operations – NOT sales – and determine if everything your salespeople are promising to the customer can be delivered. And if end services can’t be delivered as promised, take responsibility for your part in the process. Don’t make an enemy out of your DA by putting them in a tough spot.

We’re all better than the sloppy performance we’ve been seeing come across our complaint desk lately.

Atlas Canada renews contracts

Atlas Canada recently announced that it signed renewal contracts with prominent national moving companies.

cam1_22012019.jpgOn December 17, 2018, Atlas Canada announced that it had signed a 10-year contract renewal with the Premiere Van Lines Group effective through November 2028. Premiere Van Lines Group represents Atlas in Vancouver, Victoria, Calgary, Edmonton, Brandon, Winnipeg, Mississauga, Moncton, Fredericton, Halifax, Sydney and Truro, providing household moving (residential and corporate) and storage (long-term and short-term) services. Premiere Van Lines has been a dedicated Atlas Agent since April 1, 2005.

Read more

On January 9, 2019, Atlas Canada announced it had signed a five-year renewal agreement with the Jay’s Transportation Group of Companies. Jay’s Transportation Group represents Atlas in 11 locations throughout Saskatchewan and Alberta, providing full-service household moving (local, long distance, international and corporate) and specialized moving services with short and long-term storage options. Jay’s Transportation Group has been an Atlas agent for nearly 50 years.

Read more

 
Did You Know?

What a hectic year 2018 was for CAM! We were busier than ever - and our stats prove it. 

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  • We receive calls and emails every day from consumers looking for reliable movers. In 2018, when consumers called looking for a mover, we made 2,012 referrals to you, our CAM members. This is almost 10% more than our caller referrals in 2017!
  • Consumers also look for reputable movers using the online search function on our website. Consumers made 762 contacts through our online service to you, our CAM members, in 2018. That’s over 40% more than last year!
  • CAM also saw a lot of traffic on our website. Over 40,000 web sessions were logged and that’s 10% more than last year.
  • Consumers also asked us about 385 movers for their upcoming moves and almost half of those enquiries were about CAM members who, of course, we recommended.
  • 241 complaints about movers were filed with us in 2018. Almost 90% of the complaints involved non-CAM-members. Complaints about CAM members are subject to our complaints handling policy which is designed to help resolve such issues. CAM members are urged to deal with these issues quickly and efficiently.
  • And of course CAM's membership is edging upwards. We currently have 405 active CAM members and several applications in process. Members are urged to pay their fees to keep their memberships up-to-date.


How can you afford to not join CAM? Contact us to find out all that CAM can do for you.

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Mark Your Calendar 

CAM Spring issue of The Canadian Mover
Deadline for content: March 27, 2019

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We’re putting together our spring issue of The Canadian Mover. This issue will contain our member listings so please review your listing as it appears on our website and let us know if you’d like us to make any changes. We’d like to help promote your social media presence too, so please send us your links for Facebook, LinkedIn, Instagram and Twitter and we’ll add them to your listing.

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CAM Annual Conference & Trade Show

When: Sunday - Tuesday, November 17-19, 2019
Where: Westin Trillium House, Blue Mountain, ON 


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Come for the conference - stay for the fun. Watch for registration details.

50s Flashback

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In our last issue, we asked you to send us your pictures and stories about CAM from “the old days”. One of our readers sent us a couple of images showing some moving history in Montreal.

“Came across these photos of an old moving company in Montreal on Facebook. What is interesting, somewhat like today’s moving companies, is in the newspaper ad. They had to look for business outside of just moving household goods to survive year-round.”

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What stories do you know about your parents or grandparents’ involvement with CAM over the years?  We'd love to hear them and share with our members.  Please share them with Marian or Nancy. It's time to reflect back and celebrate!

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