You’ve read up on damage prevention and teamwork, but we get it - sometimes damage occurs.
This article outlines steps you can take before, during, and after the move to avoid and handle damage on your profile.
Before the Move
What you can do
When you call the customer the day before the move, remind them that you are unable to move and install/uninstall the items in our terms of service.
Review your moving skill tutorials periodically to stay on top of your game.
Keep up with your moving skills
If Damage Occurs
In the rare event that damage occurs on the move, here’s how to manage the situation.
Be up front with the customer about the cause and effect of the damage.
Let them know to take a picture of the damage and contact Bellhop Customer Support to start the claims process.
What To Say When Damage Happens
First, be honest with the customer and let them know you have a plan:
“I wanted to inform you that a damage has occurred on your move. I apologize for the inconvenience. We do have a damage claim process. All you will need to do is take a picture of the damage and contact Bellhop Customer Support to get the process started.
If the customer asks about any reimbursement, we will not be able to immediately answer that question, since we handle all claims with individual attention. Say, "Our claims team handles the particulars - they look at each situation with individual attention so I can't give you a blanket answer."
The Claims Process
Once they contact Bellhop Customer Support, they will be sent a claim form to fill out. This should be done within 5 business days of the move.
Avoiding Damage Next Time
If damage occurs on your move, this will affect your damage rate. You can always contact your Market Manager to discuss how to avoid damages on future moves.