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Excellence in every move with years of experience in the Industry
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"We want to be the perfect person next to you on one of the most stressful days of your life. Because to me, it’s not just about moving boxes — it’s about moving people the right way."— Andrew Goldman
Edwards: Has the rise of AI and automation changed the way moving companies operate?
Goldman: AI and Automation have changed some things in moving. I wouldn't say it's been significantly impactful. But you can start to see the impact it will take into the industry. I think it's scary depending on how it gets used. I can see it providing a lot of helpful tools, but I don't know how much it will take over, like if AI automation will eliminate the human aspect of the industry.
Edwards: Is AI helping with logistics, scheduling, or customer service in the moving industry?
Goldman: We are still figuring out ways to incorporate AI into every department. From what I’ve seen with advertising, they are definitely trying to market it like it can, but I think logistics is a difficult department to just allow the AI to completely take over. Scheduling is like a mix of the logistics and sales. We do use some automation systems for that but it's not considered artificial intelligence yet.
With customer service, there is a small amount of AI that can be added into it, like the basic side of customer service. We haven't made the transition ourselves yet because it's not the most efficient. We feel like if we added in that to the lets say website, it would be counter productive. Though it may be able to give an answer, I think the customers would be annoyed because it wouldn't be answering the question completely without the full scope of the company/job.
Edwards: What are the biggest trends you see in the moving industry in 2025?
Goldman: The biggest trend I’ve noticed this year in the moving industry is the integration of technology. In previous years, the moving industry was pretty “old school,” to say the least. We would offer over-the-phone or in-person estimates. With the growth of technology, we have been able to add in virtual calls. I think it is a big plus for both the consumers and companies. It allows us to connect on a more personal level and allows us to put a set of eyes on the actual household and the goods that we will be moving.
I do worry as I see more involvement with the AI, just because I'm not sure how accurate or perfected the AIs are. I know it seems like a smooth process and can be very user-friendly. I'm just not sure about the possible flaws there are. As a company, if you ultimately put all the trust in artificial intelligence, you remove the friendly/family feel you get when connecting with a customer.
I remember when I was a sales person, I used to always start with making a friend first. Regardless if I was able to earn the job, I wanted to make sure to inform the customer, making sure they're as knowledgeable about the industry as possible. So regardless if they use us or another company, they know what they need to know in order to make the best decision on the company they work with.
Will an AI be able to provide those types of experiences? Overall I'm excited to see how technology helps improve the industry, but at Mayzlin, we are also cautious with adding too much of it. It reminds me of the saying: if it's not broken, don't fix it. I think we have found a good middle ground so far with mixing some technology and still keeping the old-school sales. I know being a consumer myself, I always try to build relationships when I purchase a service, especially when using an industry I'm not familiar with.
Edwards: What’s the biggest mistake people make when hiring a moving company?
Goldman: I always say moving is one of the top three most-stressful days people will deal with in their life, especially long-distance. It's said to be up there with your wedding day and the first day at a new job. It ranks up there as one of the most anxiety-inducing experiences, and because of that, people are so worried while going through it. So many variables going on, expectations, hopes, possible mistakes, etc. Everything can go right, everything can go wrong, and moving is tough because it's not even done after one day. You have a waiting period where you pray your belongings are okay.
The biggest mistakes I notice are:
1. Not doing the proper research- checking licenses.
2. Believing someone because they said something — if it's not in writing it's not official.
3. Ignoring the red flags. If it sounds too good to be true, it probably is.
Sometimes people are on a budget and because of that, they get tricked into a bad deal. But just because you're on a budget doesn't mean going with an "initially cheaper company” is the right thing to do.
With all those points in mind, I’ve seen situations where a customer went with a competitor because the initial quote was more in their ball park, but when the job was actually done, they ended up paying double compared to going with us. I don't blame people though, it's tough when you don't know any better. You're getting a million calls from people who want your business and tell you what you want to hear only to lead you down a path that they knew wasn't gonna help. So it's important to do the homework, really compare quotes, and take your time (if you can). Remember, at the end of the day, the ball is in your court until you put it in the truck!
Edwards: What is the top thing your customers say they like about your company?
Goldman: Our customers are very important to us, and the most popular feedback we receive is the communication, that they feel like family. Being a smaller company, we take the customer relationship seriously, and they feel it.
As consumers ourselves to the world, we understand what it feels like when a company doesn't respect or appreciate your business. So we make sure to treat every customer the same, all jobs no matter the size. I was always told people buy from who they believe in, so I always preach to make a friend first. Make sure we're a perfect fit and if all the boxes are checked, the customer will see it, understand it, and we will all be happy.
A runner-up would be the quick responses and how knowledgeable and helpful we are. We know it's important to be available for someone during a high stress time like a long-distance move, and at any time, something can change. So we want to make sure we're always available for our customers and always giving the best advice for the situation.
I do always like to credit the guys in the field as well for finishing the job. It's only half the experience people get over the phone, but we are judged by the team on site. And they never fail to deliver over the top customer service. They make sure customers understand the process and what to expect going forward.
Excellence in every move with years of experience in the Industry
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