How to take a house move order by phone: questions, price and confirmation
Sado AI team · · 5 min read
In short
When taking a moving order by phone, find out eight things: date and time, from where to where, floor and lift, number of rooms, heavy items, packing, how many movers and the customer’s name. Quote prices only by the company’s rules: truck, movers’ hours, floor and distance. If you can’t be exact, say “roughly” or ask for photos on Telegram. Call the day before to confirm the time and addresses. Many calls come at weekends and at month-end; don’t leave them unanswered.
Eight questions for every order
People calling about a move usually open with “How much?”. Before you answer, ask these, in this order; each one changes both the price and the plan:
- When: the date and rough time. “Shall we start at 9 a.m.?”
- From where to where: district and landmark. Within the city or to another region?
- Floor and lift, at both addresses. Is there a freight lift?
- What’s moving: a flat with how many rooms, an office, or a few items.
- Heavy or fragile items: fridge, piano, safe, large wardrobe, aquarium.
- Packing: boxes, wrap, taking furniture apart and back together.
- Movers: needed or not, and how many. If the customer carries things, just the truck.
- Name and phone. If someone else will be home on the day, their number too.
How to give a price by phone
The price has several parts. The operator states each one by the company’s own rules and adds nothing:
| Affects the price | Why | What to say |
|---|---|---|
| Truck size | One-room and three-room flats need different trucks | “A three-room flat usually needs the large truck” |
| Movers and hours | Many companies charge by the hour | “It depends on the number of movers and hours” |
| Floor, no lift | Stairs take longer | “Fourth floor, no lift — we’ll include that” |
| Distance | City and out-of-town prices differ | “Sergeli is within the city rate” |
| Packing, assembly | A separate service | “Taking the wardrobe apart is charged separately” |
If you can’t give an exact price, say so and offer a way forward: “Send photos of your things on Telegram and a manager will call you back with the price.” Quoting low by phone and raising the price on the day is the fastest way to lose a customer.
Sample call
Sado: Assalomu alaykum, Oson Ko‘ch movers, this is Malika.
Caller: We’re moving from Yunusabad to Sergeli on Saturday. How much will it be?
Sado: Sure, let me note it down. How many rooms, which floor, is there a lift?
Caller: Two rooms, fourth floor, no lift. The new flat is on the ground floor.
Sado: Any heavy items, like a fridge or a big wardrobe?
Caller: A fridge, a washing machine and one big wardrobe.
Sado: Got it. That usually means a medium truck and two movers. A manager will work out the exact price and call you within the hour. Shall I book Saturday at nine?
Caller: Yes, please.
Confirm the day before
A short call the day before saves a wasted truck trip and movers waiting at the door. Check:
- The time and both addresses.
- Whether the truck can park by the entrance; any gate or barrier.
- Who will be home on the day, and their number.
- Whether the list has changed: one more heavy item changes the number of movers.
- How they’ll pay: cash, card or transfer, by the company’s rules.
If the customer wants another day, agree it in the same call and give the freed slot to another order.
Saturdays, Sundays and month-end: don’t miss the call
Moving orders tend to come at weekends, at month-end and in the evening after work, exactly when the dispatcher is busy or at home. Whoever doesn’t get through calls the next company: a move is urgent, nobody waits.
Sado’s AI operator for incoming calls answers every call in a second, at night too, and asks these questions in Uzbek or Russian. It quotes prices only by your rules; if an exact estimate is needed, it says a manager will call back and creates a task. The answers land in the portal as separate fields, and in Bitrix24 as a lead.
Day-before confirmations can run through outbound calls on tomorrow’s order list. Try it live or call 78 778 01 23.
Questions
Can we give an exact price by phone?
Only when the company’s rule is clear, such as a fixed price for the truck and each mover-hour. If the volume is unknown, say “roughly” or ask for photos so a manager can estimate.
What if a customer calls at night?
Don’t leave it unanswered: note the date, addresses and items, and have a manager call in the morning. An AI operator asks the same questions at night and records the request in the portal.
Do these questions work for an office move?
The basics are the same, but also ask about workplaces, computers and servers, document archives and which days the move must happen (often weekends). A manager usually visits an office first.