2003 ANNUAL CONFERENCE UPDATE
CAM’s 2003 Annual Conference was rated highly by attendees. On CAM’s rating scale from Poor (1) to Excellent (5), the conference received a satisfaction rating of 4.52 and speakers had an average rating of 4.34, with a range from 3.21 to 4.85. The panel discussion was rated at 4.81. Verbatim comments about the conference were:
Joe Harrison’s speech was well received and highly rated. The challenges that American movers face are very similar to those for Canadian movers – regulation, legislation, automation, image, staffing and training, government, military and corporate customers, and rogue movers. Many of the solutions that the American Moving and Storage Association uses are applicable in Canada.
Members were very enthusiastic about the panel discussion. Larry Rosenberg showed the changes he had made to Bekins’ bill of lading – sign-off areas for value declaration, rates, minimums, travel time, payment terms, etc. – many of the areas where customer disputes arise. Denis Frappier talked about the importance of full disclosure together with full documentation, including photos at the beginning of a move. Graham Acreman discussed the value of customer questionnaires for allowing the company to track move quality by time period, employee and activity. He also uses a sign-off stamp for the work order, asking customers whether or not they were satisfied with the move. Scott Hickling uses a third-party insurance program, with a deductible portion for the customer. In this way the customer has two choices – self insurance or our protection program. This has significantly reduced the number of small issue claims on both local and provincial moves.
125 moving-industry professionals attended CAM’s 3rd Annual Awards Dinner on Monday evening, November 24th. CAM recognized three leaders in the moving industry through its annual awards:
CERTIFIED CANADIAN MOVER PROGRAM
The Certified Canadian Mover Program was greeted enthusiastically by members. The program assures the Canadian consumer that a Certified Canadian Mover will provide services as promised and that, should it be necessary, the consumer can demand and receive mandatory arbitration as furnished by the BBB. Members saw the program as a key aid to their sales and marketing programs. Implementation of the program was ratified at the annual general meeting. Entry into the program is based on documentation filed with CAM: