The Perfect Estimate: Standard Operating Procedure
👤 Active User: Part-Owner / Move Consultant
Select Profile:
This context helps the AI customize responses.
Role: Part-Owner / Move Consultant Strategy: Leveraging 7+ Years of Operational Experience (Wingman to Owner)
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graph LR
%% Styles
classDef arrive fill:#F4E4DC,stroke:#A0522D,stroke-width:3px,font-weight:bold
classDef build fill:#FDEBD0,stroke:#CD853F,stroke-width:3px,font-weight:bold
classDef close fill:#E9F7EF,stroke:#228B22,stroke-width:3px,font-weight:bold
classDef depart fill:#EAECEE,stroke:#333,stroke-width:3px,font-weight:bold
classDef titleNode fill:none,stroke:none,font-size:36px,font-weight:900,color:#333
%% Left Column (Consultation)
subgraph Group1 [ ]
direction TB
Header1[CONSULTATION PHASE]:::titleNode
subgraph Phase1 ["ARRIVE AND INQUIRE"]
direction TB
Step1["1. Arrive: ETA Call & Intro"]:::arrive
Step2["2. Inquire: Walkthrough & Rapport"]:::arrive
Step1 --> Step2
end
subgraph Phase2 ["BUILD VALUE"]
direction TB
Step3["3. Prepare: Build Quote in Tool"]:::build
Step4["4. Present: Value Prop & Secure Sale"]:::build
Step3 --> Step4
end
Header1 --- Phase1
Step2 --> Step3
end
%% Right Column (Closing)
subgraph Group2 [ ]
direction TB
Header2[CLOSING PHASE]:::titleNode
subgraph Phase3 ["CLOSE"]
direction TB
Step5["5. Overcome: Rebuttals & Urgency"]:::close
Step6["6. Book: Collect Pre-Payment"]:::close
Step5 --> Step6
end
subgraph Phase4 ["DEPART AND FOLLOW UP"]
direction TB
Step7["7. Close: Thank You & Leave Behind"]:::depart
Step8["8. Z.I.G.M.A: Yard Sign 5 Up 5 Down"]:::depart
Step9["9. Follow Up: 10-5-3 Days Prior"]:::depart
Step7 --> Step8
Step8 --> Step9
end
Header2 --- Phase3
Step6 --> Step7
end
%% Connection between columns
Step4 --> Step5
click Step1 href "#step1"
click Step2 href "#step2"
click Step3 href "#step3"
click Step4 href "#step4"
click Step5 href "#step5"
click Step6 href "#step6"
click Step7 href "#step7"
click Step8 href "#step8"
click Step9 href "#step9"
Phase 1: Arrive & Inquire
STEP 1
Arrive & Collegiate Introduction
Goal: Establish Professionalism before you even knock.
The Arrival Checklist:
Call 30-45 mins prior. Confirm gate codes & parking instructions.
Park where the truck would park (visualize the spot for the client).
Uniform Check: Tucked in, name tag visible.
The Opener: Smile, energetic wave, firm handshake.
Script (The Owner Intro):
"Hi, I'm [Name], the Part-Owner and Move Consultant. I actually started on the trucks as a Wingman back in 2017, so I like to handle these estimates personally to ensure our crews are perfectly prepared for your specific home."
STEP 2
Inquire (The "Wingman" Walkthrough)
Goal: Identify pain points that other estimators miss.
What the "Captain" Looks For:
Access Issues: Long carries, steep driveways, tight turns for the 26ft truck.
Fragile Floors: Hardwood that needs neoprene runners vs. carpet that needs film.
"The Why": Why are they moving? (Downsizing = emotional; Job Relo = speed/efficiency).
The "Captain's Eye" Script:
"I was a Captain for years, so when I see that [Heavy/Fragile Item], I know exactly how we need to pad-wrap it. Most estimators just count it as 'inventory', but I'm making a note right now for the crew to bring [Specific Tool/Material] so it doesn't touch your walls."
Phase 2: Build Value (Prepare & Present)
STEP 3
Prepare (Build the Quote)
Goal: Accurate data entry and preparation for the sit-down.
The Build Checklist:
Inventory Check: Ensure all "Captain's Eye" items are listed.
Accessorials: Add long carry fees, stair fees, or bulky item charges now.
Materials: Calculate boxes, mattress bags, and carpet film accurately.
Mental Prep: Choose your two best liability scripts before sitting down.
STEP 4
Present (Value Prop & Compliance)
Goal: Shift the conversation from "Price" to "Protection".
Action: Sit down at the kitchen table. Present the "Inventory List" first to show accuracy, THEN the price.
The Liability Breakdown:
Option A (Basic): 60 cents/lb. Free but minimal. (Example: 10lb lamp = $6 coverage).
Option B (Preferred): Third-Party Insurance. Full Replacement Value.
Compliance & Liability Script (Critical):
"Before we look at the total, we need to select your liability coverage. This is the most important part.
Legally, I have to offer you the free Waiver. It covers 60 cents per pound. If this TV weighs 20lbs and breaks, you get $12.
Because that’s not enough for most families, I strongly recommend our Third-Party Insurance. It costs a bit more, but if something happens, the insurer repairs or replaces it with 'like, kind, and quality.' It’s true peace of mind."
⚠️ Interstate Move? You MUST provide the Arbitration Program disclosure here. Say: "Since we are crossing state lines, here is our Arbitration Program notice which protects you in case of disputes up to $10,000."
Phase 3: Close (Overcome & Book)
STEP 5
Overcome (Handle Objections)
Goal: Use your authority to handle price concerns without dropping value.
Common Rebuttals:
"You're too expensive": "I understand. With us, you're paying for my oversight. I know the crew I'm sending. Cheaper movers often subcontract to day laborers."
"I need to think about it": "Totally fine. Just know that our schedule fills up 2-3 weeks out. If you want this specific date, I can lock it in with a deposit today."
"I have another quote": "Does that quote include Third-Party Insurance, or just the 60 cents/lb waiver? Make sure you aren't comparing apples to oranges on protection."
STEP 6
Book (Create Urgency)
Goal: Secure the date and deposit.
The Owner's Close:
"Since I'm an owner, if we book this now, I can personally lock in the specific crew I know is best for this job. I want [Crew Lead Name] on this job because he's excellent with [Specific Item]. Let's get that date secured so I can assign him."
Action: Collect the Deposit. Explain the Cancellation Policy clearly to build trust.
Phase 4: Depart (Z.I.G.M.A. & Follow Up)
STEP 7
Close (Depart)
Action: Solidify the relationship before leaving.
The Departure Checklist:
Reiterate the start time and arrival window.
Confirm the "Main Contact" for move day.
Thank them with a smile and a firm handshake.
STEP 8
Z.I.G.M.A. (Marketing)
Goal: Turn one job into five.
Z.I.G.M.A. (Zero In on Great Marketing Areas):
Yard Sign: "Do you mind if I place a sign? It helps the driver find the house on move day." (This is a polite marketing trick).
5 Up 5 Down: Walk to 5 houses up and 5 down. Drop a flyer. "We're moving your neighbor next week, expect a little extra truck traffic!"
STEP 9
Follow Up Cadence
Goal: Prevent cancellations and "Buyer's Remorse".
10 Days Prior: "Just confirming nothing has changed with your inventory?"
5 Days Prior: "Do you need any last minute boxes or packing materials delivered?"
3 Days Prior: "Final confirmation of your arrival window (8am-10am). The crew is prepped and ready."
"Where we move the Stuff you love and Haul away the stuff you don't!"