Are You Listening To Your Expatriate Customers

The better question is, what are you doing when your customers speak

When a relocating employee is moving overseas, the moving company’s service is a critical part of their overall experience. Imagine knowing what 100% of your customers are saying about each of these services or touch points. Advanced Client Metrics with 34+ years experience is doing this for you. 

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1. Clear Communication & Transparency

• Pre-move consultation: Detailed explanation of the process, timelines, and what to expect.

• Regular updates: Proactive communication during each phase of the move (estimate/survey, packing, shipping, customs, delivery).

• Single point of contact: A dedicated move coordinator helps avoid confusion and provides consistency.

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2. Reliability & Timeliness

• On-time pickup and delivery: Delays can disrupt housing, work start dates, or temporary accommodations.

• Accurate scheduling: A realistic, reliable timeline builds trust and reduces stress.

• Contingency planning: The ability to respond to unexpected delays (customs, weather, logistics) is key.

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3. Handling of Personal Belongings

• Professional packing and loading: Skilled crews using proper materials to avoid damage.

• Inventory and tracking: Detailed item tracking with digital access where possible.

• Careful handling: Respect for fragile, high-value, and sentimental items.

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4. Customs & Compliance Expertise

• Guidance on documentation: Clear instruction on visas, customs forms, and import/export rules.

• Problem resolution: Support in case of customs holds, duties, or missing paperwork.

• Local knowledge: Understanding of specific country regulations to avoid surprises.

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5. Support Services

• Temporary storage: Safe storage at origin or destination if housing is not yet ready.

• Settling-in assistance: Some companies offer unpacking, debris removal, or even orientation services.

• Insurance options: Coverage tailored to international transit and valuable items.

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6. Cultural Sensitivity & Customer Service

• Professional, respectful crews: Courteous, multilingual where possible, and trained for cross-cultural sensitivity.

• Stress reduction: Moving is ranked among life’s most stressful events. Empathy, patience, and problem-solving go a long way.

• Family support: Attention to accompanying family needs (e.g., children’s belongings, pets, or vehicles).

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7. Cost Transparency & Expense Management

• Clear pricing: No hidden fees, with upfront breakdowns of what’s included and excluded.

• Company policy alignment: Ability to work within the employer’s relocation policy, including cost caps and reporting requirements.

• Flexible billing: Direct billing to employer or easy expense documentation for reimbursement.

Our guess is your organization is leaving money on the table and losing corporate contracrs bcause you don’t know how unhappy many of your customers are and what they are sharing with their HR department or outsourced relocation company.

Take advantage of leveling the palying field and contact Advanced Client Metrics today info@advancedclientmetrics.com