Our Customer Service Philosophy: Your Peace of Mind, Every Step of the Way
Choosing a removalist feels like a leap of faith. You’re not just moving boxes; you’re moving your home, your memories, and your life. The biggest source of stress isn’t the heavy lifting—it’s the uncertainty. Will they show up on time? Will they communicate clearly? What happens if something goes wrong?
Research shows that over 15% of people experience poor communication after booking a move, leading to anxiety and frustration. At Bartlett’s Move, we believe that’s unacceptable. For 40 years, our family has built this business on a simple principle: a seamless move is built on proactive communication, transparent support, and genuine care at every single touchpoint.
This isn’t just a statement. It’s a promise—our commitment to turning one of life’s most stressful days into a calm, controlled, and positive experience.
Beyond Moving Boxes: Our Core Values in Action
As a family-owned and operated business, our name is on every truck and every interaction. That’s why our service philosophy isn’t a corporate policy; it’s a reflection of who we are. Founded by Jeff and Shirley Bartlett and now with our son Cameron helping lead the team, we treat every client like an extension of our own family.
This approach is built on four core values:
- Empathy: We understand the emotional weight of moving. Our team is trained not just in logistics, but in listening. We take the time to understand your unique concerns, whether it’s a priceless heirloom or a tight settlement schedule.
- Transparency: Trust is earned when there are no surprises. From our itemised quotes to our clear communication protocols, you’ll always know what to expect, when to expect it, and what it will cost. No vague estimates, no hidden fees.
- Proactivity: We don’t wait for you to ask questions. We anticipate your needs and provide information before you even realise you need it. This proactive stance is designed to prevent problems before they arise.
- Accountability: We take complete ownership of your move. Every client is assigned a dedicated Move Coordinator—a single point of contact who is responsible for ensuring your move goes smoothly from the first call to the final follow-up.
Your Journey with Bartlett’s: A Transparent Communication Roadmap
Feeling out of the loop is a major anxiety trigger during a move. That’s why we’ve developed a clear communication roadmap, so you never have to guess what’s happening next. We provide the right information at the right time, keeping you informed and in control.
Phase 1: Initial Enquiry & Consultation
This is our “Listen-First” stage. When you reach out for a quote, we focus on understanding the full scope of your needs. We conduct a detailed assessment, either in-person or virtually, to create a binding, itemised quote. This isn’t a rough estimate; it’s a transparent breakdown of all costs, ensuring our pricing is upheld from day one.
Phase 2: Pre-Move Planning & Preparation
Once you’ve booked, your dedicated Move Coordinator provides you with a personalised moving playbook. This includes:
- A detailed timeline of events.
- Checklists for tasks like decluttering and notifying utilities.
- Helpful guides for our
[professional packing services](/packing-services). - Automated SMS and email reminders for key dates, like packing day and final confirmation calls.
Phase 3: Moving Day Execution
On the day, you receive real-time updates that give you complete visibility:
- An SMS notification when our team is on their way.
- A direct contact number for your on-site team leader.
- Clear communication on progress throughout the day.
- For interstate moves, you’ll receive scheduled updates on your belongings’ journey.
Phase 4: Post-Move Follow-Up
Our support doesn’t end when the last box is unloaded. We follow up within 48 hours to ensure you’re settling in well. We’ll also send a feedback survey, because your experience helps us continuously improve. We run a “closed-loop” feedback system, meaning your input directly influences our training and operations.
Our Commitment to Support: Proactive Problem-Solving
Even with the best planning, unexpected challenges can arise. This is where a removalist’s true character is revealed. A staggering 19% of moving customers report broken or missing items with little to no reimbursement from their mover. Our philosophy is to mitigate these risks proactively and resolve any issues with empathy and speed.
Here’s how we turn potential problems into non-issues:
- Proactive Prevention: During our initial assessment, we identify potential challenges—like tight access points, oversized furniture, or delicate items—and create a specific plan to manage them safely.
- Professional Packing Standards: Our packers use high-quality materials and proven techniques to ensure everything from your glassware to your artwork is protected for the journey.
- Transparent Insurance: We offer comprehensive transit insurance and take the time to explain exactly what is covered, giving you complete peace of mind.
- Empathetic Resolution: In the rare event that something does go wrong, your dedicated Move Coordinator is empowered to find a solution quickly. There are no call centres or long wait times—just a familiar voice ready to help.
A Clearer Choice: How Our Philosophy Delivers a Better Move
When you’re comparing removalists, it’s easy to get lost in vague promises of “great service.” The difference is in the details—the tangible systems and commitments that turn a promise into a reality.
Many companies mention they keep you “in the loop,” but we provide a detailed communication roadmap so you know exactly what to expect. While others may have a general customer service line, we provide a dedicated Move Coordinator as your single point of contact. This isn’t just better service; it’s a fundamentally less stressful way to move.
Frequently Asked Questions
Q: What does your ‘No Hidden Fees’ pledge actually mean?
It means the binding quote we provide after our detailed assessment is the price you pay. We itemise everything—labour, truck fees, packing materials, and any other agreed-upon services. If the scope of your move doesn’t change, your bill won’t either. We believe transparency is key, as 65% of customers say feeling that value matched the price is crucial to their satisfaction.
Q: Who is my main point of contact during the move?
From the moment you book until after you’ve settled in, your dedicated Move Coordinator is your single point of contact. They know the specifics of your move and are available to answer any questions or address any concerns, ensuring consistent and personalised support.
Q: What happens if there’s an unexpected delay, like a settlement time changing?
This is exactly where our proactive communication shines. As soon as we are aware of a potential issue, your Move Coordinator will contact you to discuss the situation and work through the best solution. Our operational flexibility and clear communication channels are designed to handle life’s curveballs with minimal stress for you.
Experience the Bartlett’s Difference
A stress-free move is possible when you choose a partner who values communication as much as you do. Our family has spent 40 years perfecting a process that replaces uncertainty with confidence and anxiety with peace of mind.
If you’re ready for a moving experience where you feel supported, informed, and cared for every step of the way, we invite you to get in touch.
Experience a truly seamless move. Get your transparent, no-obligation quote today.