In the realm of household goods moving, trust is the cornerstone of successful partnerships—our partners are an extension of our team, our reputation, and our ability to deliver the promises we make to our customers. Likewise, we carry this responsibility in return for the moves they entrust to our care; it’s a responsibility we all take seriously. 

What are the best ways you have found to build trust with your partners? What does trust look in your day-to-day business?

We believe consistent delivery of quality services is key to building trust. Reliability, honesty, and setting realistic expectations (and exceeding them) play pivotal roles. Similarly, transparent communication, clarity and fairness in pricing, responsiveness, and a shared commitment to quality are crucial in building enduring relationships.

Aligning with partners who share our core values is also important to us. We strongly believe that people matter and it’s important for us to work with like-minded organizations whose culture allows them to act as an extension of our own team and reputation. 

Is working with IAMTrusted Moving companies important to yourself and your customers? Why or why not? 

Certifications are valuable in providing confidence in capabilities and reassurance of a partner’s reliability, which is particularly important where we are building new relationships and have not already established trust based on previous performance. Aligning with partners holding the same accreditations ensures a consistent quality of service, critical in representing our brand internationally.

Do you utilize different partners for different kinds of customers? If so, explain why.

Yes, it’s important to us that we tailor our service to specific customer needs, and this includes the partners we select. We consider factors such as industry expertise, service, culture, and past performance history. For example, for our RMC business we may be more inclined to partner with companies who are experienced in that type of work or may have partners who we feel are a good fit for sensitive private relocations or assignees in a particular industry that have a common, specific set of needs or expectations. 

How do your personal relationships with your partners factor into trust?

We believe personal relationships have a big impact on trust. Marilyn believes that personal relationships tend to foster more personal accountability as individuals come to respect and rely on each other over time. Communication becomes truly open and honest where personal relationships are strong and this transparency can facilitate better understanding of expectations, clearer sense of accountability and a willingness to go the extra mile. 

That’s why we believe face-to-face meetings and forums such as the IAM Annual Meeting are so valuable in building personal relationships and to celebrate the highs and navigate challenges together. Chloe welcomes the opportunity to build relationships with the individuals she supports and relies on over time, knowing who she can reach out to in a company with questions or for support, knowing they are an ally. 

What happens if trust is breached and what tools do you use to solve it? How can your trusted partner make it right?

We carefully monitor and measure performance of our trusted partner network in several areas and any issues would be reviewed together with the partner.

In case trust is breached, immediate acknowledgment, transparent communication, and a commitment to rectifying the issue are essential. Marilyn expects quick responsiveness, honest communication, and a commitment to change from the partner, ensuring steps are taken to prevent future occurrences. We are fortunate to have many long-standing relationships in our trusted network of partners and in most cases, we can work through these issues together to put things right. 

Why are association memberships important to you, and how does quality fit into your trust equation?

Association memberships, like IAM, serve as indicators of a partner’s commitment to industry standards. Marilyn emphasizes the confidence these memberships instil in capabilities, while Bonnie highlights their significance in upholding high service standards, crucial in representing the company’s brand globally.

In summary, trust in partnerships within the household goods moving industry is built on consistent quality delivery, transparent communication, aligned values, and a mutual commitment to exceptional service standards. Personal relationships, association memberships, and a shared dedication to exceeding expectations collectively contribute to fostering enduring and reliable partnerships in this ever-evolving landscape.