It’s the height of Permanent Change of Station (PCS) season, and like many military families, my family recently moved. I’ve always felt fortunate to have packers and movers who pack and move all of our worldly possessions from one location to another, so I try to make them feel comfortable, keep them hydrated and ensure the items they are packing are clean and organized.
When we left our home on the East Coast, the crew of packers who came to our house were amazing–the best ever! They were funny, they were nice, they were polite, and they were actually lots of fun. They even played great music while they filled boxes and emptied our home! Having people pack all of your household goods, and being in your home all day is a very personal experience, uncomfortable, even. But this group made moving feel like a party! I was so grateful for the funny and kind crew filling their truck with all of our stuff.
When we arrived at our new home, I was excited to receive our household goods and get settled in. We had already signed a lease on a new house, but our delivery date meant our items were in storage for a few days. With a quick delivery date, we would have a new team delivering our things. I was sorry I wouldn’t see the first team again, but I was optimistic.
My optimism didn’t last long. The team who arrived at our new home were not excited about their job. They were very slow in unloading the truck, and weren’t very grateful for the soda, water, and Gatorade we provided. One member of the team even asked me what was for lunch…at 10:30 in the morning, when there were, roughly, 10 boxes unloaded. It was a disappointing and uncomfortable day.
I tell this story because customer feedback is really important during the moving process. I was in touch with our moving coordinator, who was wonderful, throughout our move. We spoke so often, she should probably be added to my Christmas card list! I updated her, and the transportation offices at our old and new installations on how the move was going. She reminded how important it is to complete the Customer Satisfaction Survey. This survey helps determine which companies are doing well, and will continue to receive moving contracts to assist other military families, and who will not. The survey is a way to let your voice be heard; if something isn’t going well, or you don’t feel comfortable with the way you or your items are being treated, it is okay to say so. If you are extremely happy, please be sure and voice this too!
Sometimes, the packing and moving process experience is a coin-toss–you’ll never know what you’ll get. Have you had a crazy PCS experience?