How moving and delivery Pros can build a profile customers understand

Moving and delivery jobs can range from one couch across town to an entire household travelling between provinces.

That means “we do removals” doesn't tell a customer enough.

Your profile should help someone understand what you move, where you operate, what kind of jobs you take and what they need to tell you before you can quote properly.

Be specific about the services you offer

Describe the work you actually do.

Depending on your business, that could include:

• small moves;
• household removals;
• office moves;
• furniture delivery;
• single-item transport;
• bakkie transport;
• courier services;
• bulky-goods delivery;
• long-distance removals;
• shared-load or back-load transport;
• dedicated long-distance transport;
• packing;
• wrapping;
• storage; or
• another transport service you genuinely provide.

Don't list services you aren't equipped or prepared to perform.

Tell customers what you transport

Be clear about the kinds of items you handle.

For example:

• household furniture;
• appliances;
• boxes;
• office furniture;
• business equipment;
• parcels;
• bulky items; or
• selected fragile items.

If there are things you don't move, say so where useful.

Items such as pianos, safes, oversized furniture, valuable artwork or unusually heavy equipment may require different equipment, labour or planning.

Describe your vehicles accurately

Customers don't necessarily know whether their belongings will fit into “a bakkie” or “a truck.”

Where useful, explain:

• vehicle type;
• approximate load capacity;
• whether it's open or enclosed;
• whether a trailer is available;
• whether protective equipment is carried;
• and which kinds of jobs that vehicle normally handles.

Don't exaggerate capacity.

An accurate description can help prevent the wrong vehicle arriving for the job.

Make your service area clear

State where you normally work.

Explain whether you provide:

• local transport;
• regional transport;
• intercity transport;
• interprovincial transport; or
• selected long-distance routes.

If you charge for travel outside your normal area, explain how this is handled.

For long-distance work, say whether you offer shared-load/back-load, dedicated transport, or both.

Explain shared and dedicated loads

These aren't the same service.

With a shared load or back-load, several customers' belongings may share truck space on a compatible route.

This can make transport more economical, but collection and delivery timing may need more flexibility.

With a dedicated move, the vehicle or agreed capacity is dedicated to the customer's job.

If you offer both, explain the difference clearly so customers know what they're requesting.

Don't advertise a shared-load price in a way that makes customers assume they're getting dedicated transport.

Tell customers what you need before quoting

Better information usually means a more useful quote.

Ask for the details relevant to your service, such as:

• collection address;
• destination;
• preferred date;
• inventory;
• photographs;
• video walkthrough;
• number of boxes;
• stairs;
• lift access;
• parking;
• carrying distance;
• estate or complex restrictions;
• unusually heavy items;
• fragile items;
• packing requirements; and
• whether loading or unloading assistance is required.

Don't give a supposedly final quote based on incomplete information if important details could materially change the job.

Explain exactly what's included

Customers should be able to tell what they're paying for.

Depending on your service, explain whether your quote includes:

• vehicle;
• driver;
• additional movers;
• fuel;
• tolls;
• loading;
• unloading;
• protective blankets;
• wrapping;
• boxes;
• packing;
• disassembly;
• reassembly;
• stairs;
• travel;
• storage;
• VAT; and
• other relevant charges.

If something is extra, make that clear.

Don't hide access charges

Difficult access can materially change a moving job.

A customer may not realise that carrying a couch 100 metres from an apartment to the truck takes significantly longer than loading from a driveway.

Ask about:

• stairs;
• lifts;
• parking;
• loading zones;
• narrow entrances;
• long carrying distances;
• estate restrictions; and
• truck-access limitations.

If these circumstances can affect the price, explain that before the booking is confirmed.

Explain packing options properly

If you offer packing, tell customers what that means.

Does the service include:

• boxes;
• tape;
• bubble wrap;
• mattress protection;
• protective blankets;
• packing labour;
• unpacking; or
• removal of packaging?

If customer-packed goods are treated differently under your terms or any applicable cover, explain this accurately.

Be precise about goods-in-transit cover

Don't simply write “fully insured” unless that description is accurate and you can explain what it means.

If cover applies to customers' belongings, be prepared to explain:

• who provides it;
• what kind of cover applies;
• what events are covered;
• exclusions;
• excesses;
• limits;
• whether higher-value items must be declared;
• whether self-packed goods are treated differently;
• and how a claim is made.

If you don't provide goods-in-transit cover, don't imply that you do.

A customer's own insurance arrangements may also differ, so don't make claims about their personal policy.

Don't use “insured” as a trust badge

Insurance is a practical contractual and financial issue, not proof that a moving company is careful or reliable.

Describe the actual cover that applies rather than using vague insurance language as a marketing promise.

Have a process for valuable and unusual items

Decide what information you need before accepting items such as:

• pianos;
• safes;
• antiques;
• artwork;
• glass;
• expensive electronics;
• oversized furniture; or
• unusually heavy equipment.

You may need additional labour, equipment, access planning or special terms.

Ask before moving day.

Explain your booking and payment process

Tell customers what actually confirms a booking.

Depending on your business, this may involve:

• accepting a written quote;
• agreeing to your terms;
• paying a deposit or booking amount;
• confirming the inventory;
• and confirming the date and addresses.

Explain:

• deposit requirements;
• when the balance is due;
• payment methods;
• cancellation terms;
• postponement terms; and
• circumstances that can create additional charges.

Don't describe an enquiry as a confirmed booking unless it actually is one.

Keep long-distance expectations realistic

If you offer intercity or interprovincial transport, explain how scheduling works.

Shared loads may involve collection and delivery windows rather than exact times.

Dedicated transport may work differently.

Don't promise exact arrival times you can't control.

Traffic, road closures, weather, vehicle problems and route conditions can affect transport.

If you provide estimated windows, describe them accurately as estimates.

Explain how you handle changes

Moving jobs often change between quote and moving day.

Customers may add:

• more boxes;
• furniture;
• another collection point;
• extra stairs;
• packing;
• storage; or
• a different destination.

Explain how material changes affect the quote.

This is better than surprising the customer with unexplained charges on moving day.

Protect customer information

Moving enquiries can reveal more private information than people realise.

You may receive:

• home addresses;
• access instructions;
• gate codes;
• photographs of homes;
• inventory lists;
• contact details; and
• information about when a property will be occupied or empty.

Handle this information carefully and only use or share it as appropriate for providing the service.

Don't post customer addresses, possessions or home interiors publicly without appropriate permission.

Use photographs responsibly

Photos of packed trucks, equipment or completed jobs can help explain your service.

But don't use a customer's belongings, home, address, vehicle registration or other identifying information in marketing without considering permission and privacy.

Remove unnecessary sensitive details before posting.

Use reviews responsibly

Genuine reviews can help prospective customers understand previous experiences.

Encourage customers to leave their own honest feedback.

Don't:

• write reviews for customers;
• tell them which rating to leave;
• invent testimonials;
• describe reviews as proof that you're honest;
• claim reviews guarantee careful handling; or
• disclose private information while responding to criticism.

A review saying you arrived on time for one move doesn't guarantee every future move will run exactly the same way.

Understand what ID Verified means

South African Pros complete identity verification as part of the Know a Pro signup process before their profile can go live.

Once completed, their profile can display the ID Verified badge.

ID Verified relates to identity verification.

It does not prove reliability, honesty, careful handling, driving ability, insurance, punctuality, competence, trustworthiness or quality.

Don't tell customers the badge means Know a Pro guarantees your moving service or considers you safe to let into their home.

Respond to enquiries with the right questions

A fast reply can be helpful, but an accurate reply matters too.

Before quoting, collect enough information to understand the job.

A useful first response might establish:

• what needs to move;
• where it's going;
• the date;
• access;
• whether packing is needed;
• unusual items;
• and whether the customer's timing is flexible.

Don't rush into an inaccurate quote simply because another mover may reply first.

Keep your profile current

Update your profile when you change:

• vehicle;
• service area;
• services;
• packing options;
• routes;
• contact information;
• availability;
• pricing information; or
• booking process.

If you've stopped offering a service, remove it.

Share your Know a Pro profile

Your Know a Pro profile has its own page link, which you can share through appropriate business channels.

This might include:

• your website;
• WhatsApp;
• Facebook;
• Instagram;
• your email signature; or
• other appropriate business material.

It gives potential customers another place to review your service information and genuine reviews before deciding whether to contact you.

What it costs to list on Know a Pro

Know a Pro uses a monthly membership model.

Independent Pro — R300/month

For independent Pros and sole traders.

Registered Business — R500/month

For registered businesses.

Know a Pro does not take a percentage of the jobs you receive through the platform. Your applicable monthly membership fee still applies.

Prices shown are current at the time of publication and may change.

Make it easy to understand your moving service

You don't need to promise that you're the safest, fastest or most reliable mover in town.

Tell customers what you move, where you operate, how your quotes work and what's included.

Clear information helps them decide whether your service fits their job before they contact you.

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