A loaded removals van parked on a terraced street with its tail lift down. A man in a cap stands beside it on the phone. A woman in a dressing gown watches from a doorstep with her arms folded. — The job was surveyed. The confirmation was never opened.

It's 8:15 and the customer is on the pavement. Your crew isn't there yet. The one-star review is already being written.

Five written procedures for the things that go wrong on a removal.

You know the reviews. Deposit taken, nobody came. Or the crew came early and started while the customer was still packing. Or a bed leg was missing, and the customer found out in the hall that fetching it would be added to the bill. Or the damage was found the next morning, and the claim sat unanswered for a month.

It's rarely that the crew didn't try. Usually what was agreed never got written down, or it was written down where the crew couldn't get at it. I write it down, in one place, from the way you already run your jobs, and hand it over.

Ask for a call The first call is free and takes about half an hour.

The survey Write it up so the quote matches the house: floors, stairs, what won't fit, what mustn't be taken apart. Someone who wasn't in the room can still read it.
The booking confirmation Deposit, arrival window, access, and what happens if you're late, all in one place. The customer has it and the crew has it, so you aren't the only copy.
The crew brief Written the night before from the survey, not told to them in the cab. What to take, what to leave, who to ring if the stairs are wrong.
When it goes wrong on the day A missing leg, a landing where it won't go, a customer adding a room. Write down what to do before the van leaves, not from memory a week later.
The claim Photo, date and your reply, kept in the file. Then you aren't the only one who can answer.

It's a set of files with your name on them. They open in a browser, even with no signal. There's no log-in and no fee per person. If you stop using me, you still have them.

I've done this once. I ran operations at a moving company that was still on pencil and paper. I put its forms and records on a computer, then wrote and illustrated its operations manual so any employee could follow the same systems. The crews made fewer of the usual mistakes, there was less damage, and the owner got called in less. That was in the US, so I'll learn how you work from you, starting with the jobs you already do.

The first five entries are £650. If you carry on within thirty days, that comes off the manual. The full manual starts at £2,600, built from the jobs you already run, with one round of changes. You'll see what it covers before you agree to anything.

Fill in the form and I'll ring you. Bring the last job that went wrong, the kind a written step would have caught. If there hasn't been one, you don't need this.