The Lead or Captain is in charge on the move and will coordinate with the customer in at least two phone calls leading up to the move. The Lead will be held accountable for any issues on the move resulting from communication failure.
What to say in your call with the customer and movers 24 hours before the move:
Introduce yourself. Let the customer know that you will be the mover on their move tomorrow and that you wanted to touch base before you arrive the next day.
Ask for any logistical details. Is there anywhere special you should park, or any gate codes you need to know?
Talk through the order notes. Are there any items the customer did not list in the order notes (particularly appliances or heavy pieces)? If so, encourage the customer to reach out to Bellhop Customer Support regarding their estimate.
Introduce yourself to the movers and make sure you both are ready to go for the next day’s move.
Then, call the customer and other movers 1 hour before the move. Confirm any last minute details, and remind them that they’re about to have the best move of their life.