Crew standards.
How we protect the customer, the property, our equipment, and one another on every move.
Do the right thing before someone has to ask.
Customers remember how the crew made them feel, how their belongings were handled, and whether communication was clear. These expectations apply to every mover, every crew lead, every truck, and every job.
Early reporting gives the crew lead and management the best chance to protect the customer, document what happened, and solve the problem correctly.
Non-negotiable crew expectations.
Customer communication
- The customer must receive an ETA every morning when the crew leaves the storage facility or warehouse.
- The crew lead is responsible for clear, respectful updates throughout the move.
- Questions, delays, access problems, and changes to the plan must be communicated—not ignored.
Professional conduct
- Personal phones should not be used in front of customers except for work-related communication or an emergency.
- Profanity must not be used in front of customers.
- Music must remain at a respectful volume and must never contain content inappropriate for the customer’s home or workplace.
- Treat the customer, neighbors, building staff, and other crew members with respect.
Damage and incident reporting
- Any damaged or broken item must be reported to the crew lead immediately.
- Any damage to a home, building, vehicle, or customer property must be reported immediately.
- The crew lead must notify management as soon as an incident is discovered.
- Do not attempt to hide, minimize, move, or repair damage without direction.
Truck condition and fuel
- Add fuel before the truck drops below one-half tank.
- Report warning lights, unusual sounds, tire concerns, leaks, equipment failures, or any other truck problem immediately.
- The cab must be kept clean and free of trash, bottles, food, and loose debris.
- Moving equipment must be returned to its proper place and secured for travel.
Food, trash, and storage
- No food may be placed in trash that is taken into or left inside the storage unit.
- No food may be left in the truck after a move or overnight.
- Food waste and drink containers must be removed and disposed of in an appropriate outside receptacle.
- Keep storage areas clean so they do not attract pests or create odors.
End-of-day reset
- Before leaving the final jobsite, clean and sweep the truck as needed.
- Remove all trash, food, cups, bottles, and loose debris from the cab and box.
- Return pads, straps, dollies, tools, and supplies to their assigned locations.
- Confirm that the truck is fueled, secure, and ready for the next working day.
Safe lifting and equipment
- Never attempt a lift that exceeds your ability or places another person or the property at risk.
- Use a team lift, dolly, straps, ramp, liftgate, or other appropriate equipment when the item calls for it.
- Inspect ramps, dollies, straps, liftgates, and other equipment before use. Remove damaged equipment from service and report it.
- Keep walking paths, ramps, doorways, and loading areas clear of avoidable trip and crush hazards.
- Every employee may stop work when a task appears unsafe or likely to cause injury or property damage.
Driving and vehicle safety
- Complete a basic pre-trip and post-trip check of tires, lights, visible fluids, warning indicators, mirrors, ramp or liftgate, and new vehicle damage.
- Seat belts are required. Handheld-phone use and texting are prohibited while driving.
- Obey traffic laws, maintain safe following distance, and use a spotter when backing whenever one is available.
- Loads and equipment must be secured before the truck moves. Doors, ramps, and liftgates must be confirmed closed and locked.
- Vehicle accidents, tickets, warning lights, damage, or unsafe conditions must be reported immediately.
Property protection
- Review the walking and carrying route before work begins and identify existing damage or hazards near the work area.
- Use appropriate floor, doorway, wall, railing, and furniture protection based on the property and job plan.
- Do not drag furniture or force an item through an opening. Stop and ask for help when the planned route is unsafe.
- Disassembly hardware, cords, shelves, and small parts must be bagged, labeled, and kept with the correct item.
Bands first; tape by exception
- Rubber bands are the standard method for securing moving pads. Do not use tape when bands will secure the protection correctly.
- Tape may be used only when an item genuinely requires it, including certain leather pieces, unusually fragile items, or a wrapping situation that bands cannot secure safely.
- Tape must never be placed directly on finished wood, leather, fabric, glass, painted surfaces, or any other customer property. Apply it only over moving pads, shrink wrap, cardboard, or another approved protective layer.
- The crew lead decides when tape is necessary. Convenience, habit, or avoiding the use of bands is not an acceptable reason.
Attendance, appearance, and time
- Arrive on time, in the approved uniform, clean, and ready to work.
- Notify management as early as possible if you will be absent or late.
- Record work time, breaks, travel, fuel, mileage, and job completion accurately and honestly.
- No alcohol, illegal drugs, impairment, fighting, smoking, or vaping while working, in company vehicles, in storage areas, or on customer property.
Privacy, respect, and integrity
- Do not photograph, record, discuss, or post a customer’s home, address, belongings, paperwork, or personal information without authorization.
- Harassment, discrimination, threats, bullying, retaliation, theft, and intentionally unsafe behavior are prohibited.
- Never ask for tips, pressure a customer, take unauthorized side work, or use company customers, time, vehicles, or equipment for personal work.
- Do not open containers or handle customer valuables except as required by the approved moving plan.
Paperwork and customer concerns
- Complete required inventories, condition notes, signatures, time records, and job paperwork accurately.
- Bring cash, jewelry, medication, firearms, propane, chemicals, perishables, or other questionable items to the crew lead’s attention before loading.
- Do not argue with a customer, assign blame, promise reimbursement, offer unauthorized discounts, or attempt a repair without management direction.
- Tips may be accepted when freely offered, but they must never be requested or treated as a condition of good service.
Report it now—not at the end of the week.
Damage, injuries, vehicle accidents, near misses, customer concerns, truck problems, missing equipment, safety issues, and unexpected delays must be reported as soon as they occur. Address immediate danger first, stop unsafe work, and notify the crew lead and management.
Set the tone from dispatch to closeout.
The crew lead is responsible for communication, worksite professionalism, incident reporting, and confirming that the truck is ready for the next day.
Inspect, prepare, and send the ETA
Check fuel, visible truck condition, required equipment, the day’s job notes, and customer access information. Send the customer an ETA when leaving storage or the warehouse.
Lead a professional crew
Introduce the crew, review the plan, manage phone and music expectations, enforce the bands-first rule, protect the property, and keep the customer informed.
Stop, document, and notify
Address immediate safety concerns, preserve the facts, notify management, and communicate with the customer according to company direction.
Complete the truck reset
Inspect the cab and box, remove food and trash, sweep as needed, secure equipment, check fuel, and report unresolved problems.
Speak up without retaliation.
Good-faith concerns about safety, harassment, theft, customer treatment, timekeeping, vehicle condition, or company conduct should be reported. Retaliation for raising a good-faith concern is prohibited. The anonymous concern form may be used when the employee does not want to identify themselves. For an immediate threat to life or safety, contact emergency services first.
Leave tomorrow’s crew ready to succeed.
The crew lead should verify every item before the team finishes for the day.