This week, we’re handing over the reins of our relocation blog to Gareth Fosberry, our Private Business Manager at Gerson Relocation, and one of our most highly regarded employees in the team of relocation experts here, to answer some key questions about the business:
Please give your job role and main duties at Gerson Relocation
‘As well as being responsible for a number of Key Corporate Account relationships I manage our Private Business clients. I’ve worked at Gerson Relocation for 11 years, and in total have over 14 years in the relocation sector.’
Describe a typical day in your role at Gerson Relocation
‘I always start the day by checking emails to keep informed and updated on urgent requests and jobs happening that day. I also prepare all the relevant documentation and work orders for our staff on the road, as well as raising invoices for all of the work that I am responsible for. There are regular quality and operational meetings, conversations with customers throughout the day, and of course client visits. Some customers have more questions than others, and all jobs are different.’
Why do clients come to Gerson Relocation, and keep coming back
‘I believe that this is down to our experience within the industry, and the excellent client service we provide. Lots of our private relocation work is repeat business, and our expertise levels are superb – for example, most of our employees have been with the company for over 10 years, offering our clients unsurpassed levels of experience.’
What do you enjoy most about working at Gerson Relocation
‘Every day is different, and with new challenges. We have a well structured office environment, with really clear communication lines and defined areas of responsibility. As well as offering an all-round service, our attention to quality is consistent – this means the same level of service is delivered by our employees on the road, as those in the office. I’m proud of this.’
How has Gerson Relocation changed during your time in the business
‘I joined the company in 2003, since then we have been through a lot of really positive changes, including our re-branding from Micheal Gerson to Gerson Relocation, which has seen us welcome new owners who are highly committed to the development of the business and our profile in the industry. Lots of change happened in a short space of time and we are investing heavily in new technology and training initiatives.’
Who do you liaise with within Gerson Relocation on a daily basis
‘There is daily interaction with colleagues in the office, including our Accounts Department to check that payments are up to date. I also liaise closely with our Operations Manager to ensure that moves are performed in line with the commitments we have made to our customers. We all work closely with the Sales Department, to maximise revenue opportunities.’
What are the biggest challenges you face at Gerson Relocation
‘Maintaining current business and developing new clients.’
How are Gerson Relocation delivering the best service in the sector
‘We are very proud that Gerson Relocation has one of the lowest insurance claim ratios in the moving sector – and this is low due to the level of care taken. It also gives our clients additional peace of mind. We undertake Service Survey Form evaluations with each client, averaging scores of between 95-100%.
Recent client comments from Service Survey Forms have included:
“All staff from first point of contact have been helpful and supportive, and we’ll recommend you.”
“I have moved many times before, but have to say that I am so impressed with the service received from Gersons. The team of men working on my consignment were very professional, extremely polite and very respectful.”
“Excellent service, front to end. Very detailed and thorough move co-ordinator. Moving team excellent. Courteous, helpful, very professional. Packing done to a very high standard. A real credit to your industry. I cannot imagine any better.”
Training is key to our success, as well as the expertise of our operational staff in-house, rather than using outsourced staffing solutions.’
What top 3 tips would you give to a new client at Gerson Relocation
‘1. Be sure which items you’re looking to move if not the full house contents 2. Decide if you want insurance cover, which we can provide, and 3. Ensure that all documentation is complete, as different countries have differing customs regulations in place. We will always assist clients with this.’
How do you think the international moving market is changing
‘The relocation market has changed drastically due to global recession, leading to more direct competition. There were more specialists in the industry, although now we’re seeing more general service providers. Our Brand has always been about offering a premium service. The average buyer is now also far more educated, with the increase of internet usage. Technology has had a huge impact, which was one of the reasons we introduced our new CRM system for both file and process management and of course providing our clients with up to date information. We’ve managed our costs well, even though freight and fuel costs have increased. Another big change has been that customs regulations are constantly changing around the world, with increased security and documentation – we’ve ensured that our clients stay abreast of such changes, of course.’
If you have any queries about our relocation services in the UK or abroad, please feel free to contact us here.
Related Posts
