September is the start of the 2022- 2023 CMSA Chapter meetings year and the time when Chair Shiree Hammer, California Relocation Services, Inc., and I begin our tour around the state, visiting members and sharing information on the current state of our industry at chapter meetings. CMSA Chapter presidents are hard at work preparing for upcoming meetings and all that is needed is your participation. CMSA is in a unique position of supporting 12 chapters around the state, all of which conduct meetings and raise funds for the most successful scholarship/charity program in our industry.

This year is kind of a big deal, Shiree is a third-generation CMSA member, with her grandfather, Joe Hammer serving as CMSA Chair for the 1995-1996 year. She is also the fourth woman to become CMSA Chair and the first since Jill Longo who served with distinction from 2005-2006. There is so much going on in our industry this year, pretty much every year these days, that you won’t want to miss the opportunity to be there. Please check the CMSA Calendar of Events CMSA - California Moving & Storage Association (thecmsa.org) for the most updated schedule of meetings, or just call our office. Remember that as a member you are able to attend any chapter meeting or event, not just those of your own chapter. Many share that they have gained a lot from attending meetings outside of their own area.

A concept that has been front of mind for me recently, as the longest peak season in history has begun to slow down, at least for the interstate household goods business, is the idea of Under Promise Over Perform. The idea is not new or revolutionary but can be a very successful reputation and marketing tool if applied consistently. My definition of Under Promise doesn’t mean lowering your customer’s expectations or offering less than your competition, in either price or services. Over Perform (this is the key) means going the extra mile and leaving the customer with a greater than expected experience. Exceeding expectations, in value and service, is a fantastic way to grow organically! The best leads and recommendations come from beyond satisfied customers. These leads frequently result in “lay down” customers (those who are ready to book work on the initial phone call) and cost the least to acquire.

September 2022 - CMSA Communicator