One of the biggest points of difference between Crown and others is that when you move with Crown you are dealing with the same company all the way. We have a complete ‘one company’ service covering all corners of the UK. Most moving companies like to gloss over the fact they have ‘agents’ at destination. One of their strategies is to use terms like sister-company to describe who will deliver services on their behalf. If you are considering one of these companies you need to assess the risks. While you may be impressed by their local operations, any issues with your relocation will generally only surface when you arrive in the UK.
If you choose an ‘agent to agent’ or franchise service you are effectively being placed in the hands of a company with no reason to prioritise your shipment as they have no contract with you. You need to be aware that in the event of delays, service issues or insurance problems there is no contractual obligation on an agent to get involved and support you. Think about this, how many UK movers when given total control of your shipment will charge you less than you expect? These risks are further highlighted by the distance and time difference between New Zealand and the UK. If you experience any issues how will you resolve them when the contract is held 18,000 kms away?
Crown offer a genuine, professional ‘one company’ standard and have 50 years experience as a market leader in both New Zealand and the UK. During this time we have built up a wealth of knowledge and know—how to make your relocation experience as smooth as possible. We share this knowledge by providing our customers with on line access to their personal relocation files. Not only can they track and trace their shipment, they can view exactly the same ‘real time’ information that we have. This includes monitoring the progress of customs inspections and clearances, delivery updates and direct email contact with every Crown staff member involved in their journey.
We all know how frustrating and stressful moving can be. At Crown we understand that customers expect us to be good at logistics; however we are about much more than that. We pride ourselves on being great people to work with, both in the office and your home. Our goal is to deliver positive surprises from the moment we are first contacted right through to delivery day. In order to achieve this we have a commitment to staff training that is the envy of the industry. We even have our own University! As a worldwide company you can expect exactly the same great service in the UK as you receive in New Zealand.
Of course it’s easy to say these things and most companies will tell you they have a quality service. How would you know? One of the Crown Group’s most important performance indicators is customer feedback. Every office in the world is expected to secure written feedback from over 90% of their customers. They are then measured against expectations and ranked (monthly) in order of merit. Crown New Zealand and Crown UK consistently score in the top echelon worldwide. Over 98.5% of our customers are either satisfied or very satisfied. These feedback results drive our training initiatives and ensure we are on the same page as our customers.
Taking out marine insurance protection for a move to the UK is strongly recommended. While we take every precaution to safeguard your possessions, we cannot protect against unavoidable or unforeseen circumstances. Our Crown Care Protection Plan is the broadest and most user friendly insurance plan in the market.
We recommend the ‘Lump Sum’ option where the whole shipment is covered by Crown at full replacement value. It is simple and there is no confusion over valuations or risk of underinsuring. Alternatively, we also offer the ‘Valued Inventory’ option for customers who prefer to nominate specific values. In either case our Crown Care policies can be mixed and matched to suit your personal situation. Non-standard extras include electrical and mechanical derangement, antiques and pairs and sets cover, to name a few.
The best thing about Crown Care Protection is that we manage our own policy. In the unlikely event of a claim we deal with the customer direct, as an extension of our service. This means you will not be referred to 3rd party agents and assessors who represent the insurance industry. They are paid to manage and enforce the fine print. Our staff are there to settle claims as quickly as possible, with a minimum of fuss and to the satisfaction of the customer. After all, it’s still part of the Crown service.
Last but not least it’s very important to Crown that we deliver the best value possible. While others will offer what can appear a cheaper deal the reality is that you get what you pay for. Our goal is to ensure that the price we agree on in New Zealand matches the actual cost once you are settled in the UK. If a customer chooses the wrong mover the original price can pale into insignificance when the emotional and financial consequences are taken into account at the delivery end. We are passionate about the Crown to Crown experience and look forward to being of service for your forthcoming relocation. For more information about moving to the UK click here.
Written by James Logan, Country Manager of Crown Worldwide (NZ)