My name is Maureen Beal, and, as CEO and Chairman, I represent the third generation of my family to lead National Van Lines. National, which is based just outside of Chicago, and our agent network, have been serving relocating families all over the country for over 80 years. We take our motto, "Moving Your Memories," very seriously, recognizing that each and every day, we are entrusted with a family's treasures.
Over the last few years, I have grown increasingly alarmed over two things. First, the influx of companies that are brokering business in the moving industry. I cannot imagine a more personal service than household goods relocation, and I am appalled at the number of families who are entrusting their belongings to organizations they only have met over the internet. Relocation brokers are literally selling moves to the lowest bidder, and, even though they are legally required to disclose the fact that they are not movers, they must be putting it in the small print! I certainly would never purchase a high-value service under those conditions.
And secondly, the unscrupulous and unlicensed movers. I am making it my personal mission to do everything I can to see that the general public, once again, has a positive impression of moving and storage companies. I'm tired of unprofessional organizations, who are posing as movers, and are taking advantage of relocating families, especially in times of stress. I want our customers to be well informed of the moving process, to receive accurate estimates and be charged reasonable prices, and to be treated with VIP service. If we all commit to informing the moving public that they should be suspicious of prices that sound too good to be true, or promises that haven't been put in writing, I believe we can eliminate these kinds of problems.
At National Van Lines, we are extremely proud of our customer service record. We have maintained the highest average customer satisfaction scores with Government Agency relocations for eleven straight years, and we are committed to providing that level of service to each and every one of our customers. It all comes back to meeting and exceeding customer's expectations, while Moving their Memories.