By the middle of winter it becomes apparent to everyone at Gentle Giant just how seasonal the moving business can be. But during these slower times we remember that we’re always building a stronger company. We often compare this seasonal cycle to the flight of a commercial jet liner. During the summer we’re in flight at 30,000 ft. and strictly focused on getting jobs done well. During the winter the plane is on the ground in the hangar, and it’s time to perform the necessary maintenance before the next busy season.
This winter, Gentle Giant’s Training Department has worked hard developing a new role that will greatly improve our customer service and operational capacities for the busy summer and beyond. The new role we’re introducing is called the “Co-Chief.” The purpose of this role is to be a second in command to the Crew Chief; but even more importantly to support the Crew Chief on successfully executing every important detail that our customers have come to expect.
As a company and service provider, Gentle Giant has always prided itself on delivering the greatest possible moving experience for our customers, guaranteed. To deliver on this promise, we have always challenged ourselves to grow the types and levels of service that we offer. In this new age of moving services we are able to provide everything from storage to furniture restoration. While our skilled Crew Chiefs are focused on making every customer “a customer for life,” and ensuring every job runs smoothly from beginning to end, it’s important for them to know that someone else on their team can share accountability for some of the details and support them in their roll.
The Co-Chief will also be key in making sure our crews hit all the important “Brand Essentials” during the job, including discussing Gentle Giant Restoration, preparing and giving out the Comment Card, and writing the Thank You card. We are looking forward to beginning this new program because we are confident that this will help develop stronger Crew Chiefs, increase customer satisfaction and retention, and improve our company, top to bottom.