From https://i.chzbgr.com/maxW500/4109023744/h2606131F/

Think twice the next time you see an unbelievably low-priced moving rate from a new moving company.

Recently, a CBC Marketplace report showed that there is an increase in customer complaints against moving companies. From hidden fees that are revealed when a customer is about to pay, to broken or damaged objects, moving companies clearly do not care about customer retention.

For businesses, costumer relationships are a key building block for success. Furthermore, retaining customers is just as important as getting new customers. However, I could see why moving companies may not view the retention aspect too significantly. According to Ask.com, “[t]he normal American household moves every five years”. Thus, for these moving companies, even if you retain customers, you would only receive work from customers every five years. Perhaps this is why moving companies do not care about retaining customers, and advertises low-price deals instead.

I personally do not believe this model will be successful because it does not seem sustainable. Once a lot of people have negative experiences, they will depreciate the moving company’s reputation via word-of-mouth. Eventually, people will blacklist these “scam” moving companies.

Most importantly, business should be about delivering authentic value, not tricking customers.