Monday, November 11, 2019 - 3:45 PM - 4:30 PM
Wheaton Van Lines is the fourth largest household goods van line group in the United States and owns three major brands in the industry – Wheaton World Wide Moving, Bekins Van Lines and Stevens Worldwide Van Lines. Annually, Wheaton completes between 25,000 and 30,000 relocations.
In the relocation industry, frontline associates must build strong relationships with customers, since they interact very closely and directly. To this end, Wheaton has based its Move Management approach on creating a bond between the associate and the customer.
Wheaton’s attention to the customer experience is a necessity.The company must achieve customer loyalty the hard way—by providing an optimal customer experience.
During this session, A.J. Schneider will focus on:
- Executive-level buy in and participation in the employee training process
- Initial buy in versus long-term alignment
- Developing a training and employee engagement roadmap - and where "pitstops" may be required along the way