Most removal quotes do not die because the price is wrong. They die because the
process around the quote is clunky, slow, or unclear.
And that's actually good news because it means a lot of removal companies are
leaving bookings on the table without even realising it. Not because they're
overpriced, but because the customer experience between quote sent and
decision made is weak. If you can tighten that part of the journey up, you
can often win more work without dropping your prices
and without chasing people like lunatics.
I'm Misha Cunningham, founder of Move and Store. And in this video, I
want to show you what actually helps customers say yes.
This is the bit which most operators underestimate.
So you send the quote then nothing happens and in that silence the sale
either stays alive or dies quietly. The customer might have questions. They
might be comparing you with someone else and they're probably comparing you with
somebody else. They might not fully understand the quote or they might even
mean to come back to you later but then just life gets in the way. So what
happens in that gap often decides the sale,
not just a number on the page. If the quote is awkward to understand or
slow to arrive or gives a customer no obvious next step, the energy drops
immediately. And once that energy drops,
good luck dragging it back.
Before a customer says yes, they usually need four things.
The first is confidence. They need to feel like you're organised, serious, and
safe to trust with their move. The second is clear pricing. not vague,
not confusing, not the kind of quote where they're left wondering what is and
is not included. The third trust signals and that could
be branding, professionalism, clarity, that polish, the way that the quote is
presented and how easy it is to understand. All of that adds up. And
fourth, a convenient next step. Now, this one matters a lot. If they like the
quote, what do they do next? Reply to an email, call you back later, wait until
tomorrow, dig through WhatsApp messages. That hesitation
is where bookings leak. A good quote should not just explain the
price, it should make the next move obvious.
These are the things that quietly mess you up.
A clunky process. So if the customer has to work too hard to
understand, reply or ask questions or secure the booking, then you create
friction, a slow response. If the quote comes in
late or followup is patchy or not at all, your professionalism takes a hit
because the move hasn't even started yet.
And an unclear next step. If the customer is interested but does not know
exactly how to move forward, they stall. And when a customer stalls,
they don't always say no. They just drift.
And in that drift, it leaves a door open for one of your competitors
to seal the deal. And that's why so many operators think,
"We've sent lots of quotes this week, but not many have converted. It's
just the market or nobody's moving." And look, it's not usually because the
market is terrible. It's because the process is making it
too easy to delay. Now, the good news, a better quote
experience is absolutely possible. Instead of messy communication,
slow back and forward, unclear pricing, and no commitment path,
you give the customer something that feels professional, clear, and easy to
act on. So, let me show you what that looks like
in practice inside Move and Store. So, when a lead comes in, you can create
a branded quote quickly and the pricing is clean. The additional options
you've added are easily visible and easy to understand.
It's professional obviously will have your logo, your branding.
There's if there's any questions, they they know exactly how to get back in
touch with you. If you have storage as an optional extra, then we can display
that as well. Terms and conditions, including
cancellation policies, any notes that you'd like them to be aware of. terms of
service, if you offer liability cover, and a link to full terms. All this is
vital in increasing the professionalism and how customers view you.
But crucially, there's a clear next step.
Whether that's paying the deposit to secure the booking or
paying in full to lock it in fully, the customer can actually pull out their
phone, scan a QR code or continue from the device that they're on to go forward
into checkout and make that payment. And because the quote and the follow-up
and the booking flow all live together, you're not relying on memory or inboxes
or random notes to keep the sale alive. That means less friction for the
customer and less admin drag for you. And that's the point. The sale often
does not happen in some dramatic negotiation over price.
It happens when the customer opens the quote and instantly feels, "Yeah, this
looks legit. Yeah, I understand it. Yeah, I know what to do next."
So, if you want to make it easier for customers to say yes,
don't just look at your pricing. Look at your quote experience
because smoother wins, clearer wins, easier wins. And if you want to see what
this looks like properly, book a no pressure demo at
moveandstore.app and I'll walk you through it.
Speak to you soon.