Move On Removals and Storage Ltd has been awarded Which? Trusted Trader of the Month for November 2023.

The company offers everything from packing, removals and storage services, to more premium options including unpacking and redressing services for the ultimate stress-free moving experience. 

We caught up with Joanne Kallevik and Richard Batten, co-owners of Move On, to find out more about the company’s success and how a Which? Trusted Trader endorsement has affected business.

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Starting small with grand ambitions

Family-run and based in Bristol, the company began almost a decade ago when Richard set up a ‘man with a van’ removals service. He was inspired to take a new direction in life following the loss of his father. With the help of Joanne, the company started to take off, and officially became Move On Removals and Storage in January 2020. 

The team has since grown to 11 employees, including three dedicated and customer-focused team leaders, and four expert removals porters who - quite literally -  do the heavy lifting.

Inspiration to start the company comes from Richard's earliest childhood memories. He told us: ‘My grandad was director of a big removals and storage company which operated around 15 trucks and one of my first memories, when I was two years old, was riding in the front of one of his Bedford Pantechnicon lorries as we drove around the yard.’

‘Removals has always been in my family and I think it will always be in my blood, so founding Move On was like a dream come true.’

The company grew from a one-man band into an established company that is among the highest-rated on Which? Trusted Traders. So what’s next?

‘Our 10-year vision at Move On is to be the world’s number-one boutique removals franchise company,’ said Joanne. 

‘Winning Which? Trusted Trader of the Month for November 2023 adds validation to this and shows us that we are on the right track to achieving our vision through being recognised by Which? as one of the top trade businesses in the UK.’

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Striving to provide top-tier customer service

One of the most noteworthy features of the Move On team, and something which greatly impressed our judges, is their commitment to providing the best service to their customers, many of whom are older, more vulnerable, or have had poor moving experiences in the past.

‘We are working within an industry where customers have had difficult experiences in the past with companies, so our entire sales process is built to put the customer at ease from the beginning,’ said Joanne.

‘Listening is very important and being able to empathise with the customer and what they are going through is key to our service. We understand that moving is an important milestone in people's lives and if you put yourself in their position, you can really see how you can make a difference in their life and make their move an enjoyable and memorable experience.’

Our judges were particularly taken by the quality of customer service shown by this company, with one saying: ‘I really like how customer focused their approach is. Their understanding of customers' needs, especially in terms of the elderly, is very impressive.’

It’s not hard to see the fruits of the team’s labour either - they’ve earned a 5.0 star rating on Which? Trusted Traders (based on 94 reviews), and 100% of customers recommend them. One happy customer writes: ‘We can't thank the Move On team enough. Very professional from beginning to end.’

Which? Trusted Trader endorsement puts customers at ease

When asked how being a Which? Trusted Trader has affected the company, Joanne said: ‘We have realised that trust is the most valuable asset we have in our business, and being Which? Trusted Traders helps us build trust and helps us deliver a stress-free moving process as our customers are confident that the work will be done to a high standard.’

We also asked Joanne what advice she would give other traders considering signing up to the Which? Trusted Traders scheme.

‘The most important thing is to understand the standards and code of conduct at Which? Trusted Traders and make sure that your organisation aligns with these standards,’ she said. ‘Honesty and transparency are key to being Which? Trusted Traders.

‘Believe in the continuous and never-ending improvement of your business. Ask your customers for feedback, take note of the positives and use any negatives as a way to make adjustments and constantly improve the service that you provide.’

Congratulations to Move On Removals and Storage Ltd for winning November 2023’s Which? Trusted Trader of the Month award.

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