When can a removalist reject a customer?

Saying “no” to a customer is a relatively difficult position to be in. There are, however, times when saying “no” is the right thing to do. Just like any other business, a removalist has the right to refuse services to a customer.

So, to our dear customers, here is a list of reasons why we can’t say “yes” all the time. We hope that you take the time to read these and understand our perspective.

5 Reasons When a Removalist may Reject a Customer

1.    When the Customer Asks Us to Go Against Company Policies

As much as possible, removalists tend to be flexible with customer requests. The thing is, there are limitations to what they can do for you.

Let’s say that you have 12 boxes to move and you ask your moving manager to declare just 10 boxes to lower the rate. Clearly, this is against company policies.

Every staff or moving manager is bound by the company’s rules and regulations. Not everyone is in the position to give in to unreasonable demands, especially if it will affect their job. And they can be sanctioned if they go against company policies.

Surely, removalists understand where customers are coming from. At most, they will try to take the extra mile to please you but there are limitations to their capabilities. This is something that customers should also understand.

2.    When the Request is Unrealistic

They say that “the customer is always right” but then again, not every situation can warrant that you can get whatever you want.

Let’s say that you have signed a removals contract and the agreed date is a month later. After 2 weeks, you called your removalist moving up the schedule to the very next day. Sadly, your removalist is fully booked and has no other way to accommodate you. So you started yelling over the phone and insisted on getting a moving manager to let you a truck.

If you were in our shoes, do you think that is reasonable?

Removalists will do everything in their power to accommodate everything that customers request of them. Asking for something unrealistic, however, maybe a little too much.

3.    When the Destination is Out of Bounds

Where are you moving to? This is one of the most important questions you will answer when hiring a removalist.

Most moving companies only offer local moving, while others have interstate and international moving services. The first thing that you should know is whether or not your removalist can get you to your destination.

It is highly recommended to find a company that has an office in the place of your destination. This way, you have better chances of getting a moving company that can cater to your needs. If you hire a removalist that does not offer services to where you are moving to, understand that they have the right to refuse you.

4.    When the Customer Insists on an Unfair Rate

Everyone loves discounts. Well, who doesn’t? Some would even negotiate so hard to get the discount they want. However, customers should consider that there are rates that cannot be lowered to their heart’s content.

The established fair price for removalists is protected by the Australian Consumer Law and the company policies on rates. There are times when a removalist will meet you halfway but they should remain within the limits of “fair price.”

5.    When the Customer Fails to Pay

When it comes to paying the cost of moving, the first question that may cross your mind is, “do I need to pay the fees upfront?”

Generally, you do not have to pay the total cost upfront but a reputable removalist may require an upfront booking deposit. This ensures that the moving contract is locked in and confirmed. In most instances, the mode of payment will be discussed with you in detail by your removalist.

If you agreed to pay the booking deposit at a later date and failed to do so, your removalist may give you enough time to settle your account. If after several requests to make payments and you still fail to do so, your removalist may deem the contract void and refuse your business.

When you get rejected by your removalist under these 5 circumstances, keep in mind that it may be the better decision. Going through a moving agreement that may result in problems can impact both you and the removalist. So, it is wiser for your moving agent to just say, “no.”

Remember that moving contracts are a two-way undertaking. Both the provider and the customer should have a fair share of the business.

Enjoy excellent moving services, contact Cairns Coast Removals today!

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