Processing and Resolving Claims
When Your Best Personal Skills Won't Unbreak the Vase
Things you'll learn:
- How much to set aside for claims.
- Where claims will come from.
- How to get accurate claims.
Generally, try to set aside about 10% of your revenue for claims. And recommend that claim items get an estimate from a repairer: the customer does not get full value of a table if one of your crew put a scratch in it.
Frank Thompson of Loading and Unloading Services of Colorado suggests that new movers need to be aware that claims will happen. “If you broke it, pay for it. If you don't think you did, take the time to properly go through the claims process.”
If you're loading into a freight grade container with air-ride suspension, get ready for claims. Loading jobs for Old Dominion and ABF trailers need real pads and a lot of tie-downs, says Nick Ramos of NES Movers. Otherwise, normal bumps in the road become plate-breakers and furniture-denters.
For companies listed on HireAHelper, if you've already attemted to resolve the claim politely with your customer, you've offered discounts and answered reviews, and the customer is still moving forward with a claim, then the best thing to do is email email@example.com with your side of the story, along with all the ways you attempted to make things right with the customer.