How do I find out which crew leads carry a moving company’s reputation?

Start with the paper trail. Read recent reviews and notes from customers and count the times a name appears. Ask the office which leads are requested by name, which get the difficult jobs and which are sent to a customer who was unhappy before. Look at job records for claims or complaints and see whether they cluster around certain leads or certain days.

Then talk to people. Ask the owner, and if possible the dispatcher and a few crew members, who they would trust with a piano or a valued customer. Compare the answers. If everyone names the same two people, the reputation rests on them. Also ask the leads what they like about the work and what would make them leave. Their answers will tell you more than a pay list.

Finally, plan retention. Find out how long each lead has been with the company, how they are paid and whether they work elsewhere in the off season. Ask whether anything in their arrangements ties them to the company, and have your lawyer advise on what a buyer can reasonably ask. Consider how to introduce yourself to them early, and what you could offer, such as responsibility, steady hours or a say in how crews are built. A reputation travels with people, so the handover plan should name them.

Key takeaways

• Count how often each crew lead’s name appears in reviews and requests.
• Ask the office and the crew who they trust with the hardest jobs.
• Ask the leads what would make them stay, and plan retention early.