WEBVTT

1
00:00:01.600 --> 00:00:08.800
Most removal quotes do not die because
the price is wrong. They die because the

2
00:00:08.800 --> 00:00:15.200
process around the quote is clunky,
slow, or unclear.

3
00:00:15.200 --> 00:00:20.320
And that's actually good news because it
means a lot of removal companies are

4
00:00:20.320 --> 00:00:26.400
leaving bookings on the table without
even realising it. Not because they're

5
00:00:26.400 --> 00:00:32.559
overpriced, but because the customer
experience between quote sent and

6
00:00:32.559 --> 00:00:38.640
decision made is weak. If you can
tighten that part of the journey up, you

7
00:00:38.640 --> 00:00:44.079
can often win more work without dropping
your prices

8
00:00:44.079 --> 00:00:48.160
and without chasing people like
lunatics.

9
00:00:48.160 --> 00:00:52.800
I'm Misha Cunningham, founder of
Move and Store. And in this video, I

10
00:00:52.800 --> 00:00:59.320
want to show you what actually helps
customers say yes.

11
00:00:59.760 --> 00:01:03.520
This is the bit which most operators
underestimate.

12
00:01:03.520 --> 00:01:10.240
So you send the quote then nothing
happens and in that silence the sale

13
00:01:10.240 --> 00:01:17.840
either stays alive or dies quietly.
The customer might have questions. They

14
00:01:17.840 --> 00:01:21.439
might be comparing you with someone else
and they're probably comparing you with

15
00:01:21.439 --> 00:01:27.200
somebody else. They might not fully
understand the quote or they might even

16
00:01:27.200 --> 00:01:32.640
mean to come back to you later but then
just life gets in the way. So what

17
00:01:32.640 --> 00:01:37.920
happens in that gap often decides the
sale,

18
00:01:37.920 --> 00:01:43.840
not just a number on the page.
If the quote is awkward to understand or

19
00:01:43.840 --> 00:01:50.000
slow to arrive or gives a customer no
obvious next step, the energy drops

20
00:01:50.000 --> 00:01:54.640
immediately.
And once that energy drops,

21
00:01:54.640 --> 00:01:58.759
good luck dragging it back.

22
00:01:58.960 --> 00:02:04.719
Before a customer says yes, they usually
need four things.

23
00:02:04.719 --> 00:02:11.599
The first is confidence. They need to
feel like you're organised, serious, and

24
00:02:11.599 --> 00:02:18.879
safe to trust with their move.
The second is clear pricing. not vague,

25
00:02:18.879 --> 00:02:23.760
not confusing, not the kind of quote
where they're left wondering what is and

26
00:02:23.760 --> 00:02:29.520
is not included.
The third trust signals and that could

27
00:02:29.520 --> 00:02:37.040
be branding, professionalism, clarity,
that polish, the way that the quote is

28
00:02:37.040 --> 00:02:43.120
presented and how easy it is to
understand. All of that adds up. And

29
00:02:43.120 --> 00:02:51.280
fourth, a convenient next step. Now,
this one matters a lot. If they like the

30
00:02:51.280 --> 00:02:58.480
quote, what do they do next? Reply to an
email, call you back later, wait until

31
00:02:58.480 --> 00:03:03.680
tomorrow, dig through WhatsApp messages.
That hesitation

32
00:03:03.680 --> 00:03:09.840
is where bookings leak.
A good quote should not just explain the

33
00:03:09.840 --> 00:03:16.680
price,
it should make the next move obvious.

34
00:03:17.120 --> 00:03:21.599
These are the things that quietly mess
you up.

35
00:03:21.599 --> 00:03:26.959
A clunky process. So if the
customer has to work too hard to

36
00:03:26.959 --> 00:03:32.400
understand, reply or ask questions or
secure the booking, then you create

37
00:03:32.400 --> 00:03:37.440
friction,
a slow response. If the quote comes in

38
00:03:37.440 --> 00:03:42.720
late or followup is patchy or not at
all, your professionalism takes a hit

39
00:03:42.720 --> 00:03:47.120
because the move hasn't even started
yet.

40
00:03:47.120 --> 00:03:53.360
And an unclear next step. If the
customer is interested but does not know

41
00:03:53.360 --> 00:04:00.000
exactly how to move forward, they stall.
And when a customer stalls,

42
00:04:00.000 --> 00:04:05.200
they don't always say no. They just
drift.

43
00:04:05.200 --> 00:04:10.879
And in that drift, it leaves a door open
for one of your competitors

44
00:04:10.879 --> 00:04:15.599
to seal the deal.
And that's why so many operators think,

45
00:04:15.599 --> 00:04:19.680
"We've sent lots of quotes this
week, but not many have converted. It's

46
00:04:19.680 --> 00:04:23.840
just the market or nobody's moving." And
look, it's not usually because the

47
00:04:23.840 --> 00:04:28.080
market is terrible.
It's because the process is making it

48
00:04:28.080 --> 00:04:35.040
too easy to delay.
Now, the good news, a better quote

49
00:04:35.040 --> 00:04:42.000
experience is absolutely possible.
Instead of messy communication,

50
00:04:42.000 --> 00:04:48.720
slow back and forward, unclear pricing,
and no commitment path,

51
00:04:48.720 --> 00:04:53.919
you give the customer something that
feels professional, clear, and easy to

52
00:04:53.919 --> 00:04:58.080
act on.
So, let me show you what that looks like

53
00:04:58.080 --> 00:05:07.360
in practice inside Move and Store.
So, when a lead comes in, you can create

54
00:05:07.360 --> 00:05:18.160
a branded quote quickly and the pricing
is clean. The additional options

55
00:05:18.160 --> 00:05:23.520
you've added are easily visible and easy
to understand.

56
00:05:23.520 --> 00:05:29.360
It's professional obviously will have
your logo, your branding.

57
00:05:29.360 --> 00:05:33.840
There's if there's any questions, they
they know exactly how to get back in

58
00:05:33.840 --> 00:05:39.280
touch with you. If you have storage as
an optional extra, then we can display

59
00:05:39.280 --> 00:05:44.160
that as well.
Terms and conditions, including

60
00:05:44.160 --> 00:05:50.720
cancellation policies, any notes that
you'd like them to be aware of. terms of

61
00:05:50.720 --> 00:05:57.360
service, if you offer liability cover,
and a link to full terms. All this is

62
00:05:57.360 --> 00:06:05.280
vital in increasing the professionalism
and how customers view you.

63
00:06:05.280 --> 00:06:11.600
But crucially,
there's a clear next step.

64
00:06:11.600 --> 00:06:18.479
Whether that's paying the deposit to
secure the booking or

65
00:06:18.479 --> 00:06:24.560
paying in full to lock it in fully, the
customer can actually pull out their

66
00:06:24.560 --> 00:06:31.199
phone, scan a QR code or continue from
the device that they're on to go forward

67
00:06:31.199 --> 00:06:39.440
into checkout and make that payment.
And because the quote and the follow-up

68
00:06:39.440 --> 00:06:46.400
and the booking flow all live together,
you're not relying on memory or inboxes

69
00:06:46.400 --> 00:06:54.319
or random notes to keep the sale alive.
That means less friction for the

70
00:06:54.319 --> 00:07:02.880
customer and less admin drag for you.
And that's the point. The sale often

71
00:07:02.880 --> 00:07:08.800
does not happen in some dramatic
negotiation over price.

72
00:07:08.800 --> 00:07:15.280
It happens when the customer opens the
quote and instantly feels, "Yeah, this

73
00:07:15.280 --> 00:07:23.919
looks legit. Yeah, I understand it.
Yeah, I know what to do next."

74
00:07:23.919 --> 00:07:28.960
So, if you want to make it easier for
customers to say yes,

75
00:07:28.960 --> 00:07:34.319
don't just look at your pricing.
Look at your quote experience

76
00:07:34.319 --> 00:07:42.720
because smoother wins, clearer wins,
easier wins. And if you want to see what

77
00:07:42.720 --> 00:07:47.440
this looks like properly,
book a no pressure demo at

78
00:07:47.440 --> 00:07:52.960
moveandstore.app
and I'll walk you through it.

79
00:07:52.960 --> 00:07:56.440
Speak to you soon.