At Gentle Giant, customer feedback is always welcomed. Not only do we like to hear when we do a great job, but we also like to hear when something didn’t go well so that we can grow and improve for next time.
We recently received a terrific letter from a customer that took the time to give constructive, thorough feedback that we wanted to share with all of you.
I wanted to follow up with thoughts about my moving experience with your company. I moved from the Washington D.C. area to Seattle at the end of January. I chose Gentle Giant based on feedback that you are the best and handled customers’ belongings with care. I hoped for friendly professionals, not haulers who only offer muscle.
I’m pleased to say my experience was exactly as I hoped. I haven’t unpacked everything yet, but so far so good. Some customer service highlights:
1. Carline was quick and efficient in assigning me a move date. Her ability to work me into the schedule made my relocation more feasible. It enabled me to find an unfurnished place that was more affordable.
2. Shawn addressed my questions and concerns kindly and politely, despite me and my condo association constantly pressuring him for an ETA.
3. The DC team was careful and meticulous. I was so impressed with the way they handled my furniture! My mom came by to make sure I wasn’t annoying the movers, and she actually stood in awe. This team also explained the entire cross-country move process, giving me clear expectations and feedback. They were patient while I ran to get MORE STUFF, and to the ATM for cash.
4. The Interstate team blew me away. Alfonso stayed in constant communication with me, keeping his word about callbacks, which I discovered is rare with some movers and shippers. When the team arrived, they were polite and professional. All were careful about getting everything just right. I noticed that my ironing board was damaged in the move. The team set out to find the appropriate hardware. I had trouble locating hardware for the bed and the team looked for that too. AMAZING!
I am a well-trained (and pretty talented) project manager. I’m good at customer service, but your team is a true 10 out of 10. If I hadn’t been laid off for the past five months, I would have doubled (at least) my gratuity for the entire team who moved me in.
I am a fan of Gentle Giant. So while I dislike moving, I look forward to the next time I enlist your services. Thanks for helping me begin on the right foot in the Pacific Northwest.
Bonus: Everyone I interfaced with was friendly and attractive. Definitely icing on the cake.”