Moving SOPs

We will never be perfect; nor should we try to be. We should, however, aim to be the best possible version of ourselves. This code will help you become a more professional mover or crew manager. The type people will come to respect and want to work with. Invest in yourself by learning this code and the company will, in turn, see that you are aptly compensated and positioned here.

Shop Preparation

1. Arrival - Arrive at shop 1 hr. before job

2. Truck prep - Using checklist and job details sent via text, stock the truck with all necessary supplies

3. Uniforms - Ensure that there are enough shirts for each crew member

4. Coffee for clients - Leave shop to go to Tim Hortons. Order a medium black with 2 creams and 2 sugars on the side in a bag. If husband and wife will be present, order 2 coffees…

Job Site-Arrival
1. Exit truck and introduce every crew-member to the client and ask where they would like the truck parked, making suggestions for quickest loading. Give client their coffees and let them know they need their energy for the day, with a smile.

2. Park Truck – leave phones inside, close windows and lock both doors.

3. Lay runners

4. Leaving the straps in the truck, bring tool bag into home.

Load

1. Boxes – Bring all boxes into the front of the truck. Using good judgment, stack boxes as high as possible, using bigger/bulkier/heavier boxes at the bottom and smaller/lighter ones at top. If several rows need to be taken down, this can be done later but it’s always better to pack tight from the beginning rather than have to repack a whole truck.

2. Stretch wrap & Disassembly - Have some of the crew stretch wrap pieces with doors, drawers and sensitive fabric while other members dismantle any furniture that requires disassembly. No one should be standing around.

3. Furniture - Starting with large, boxy/stackable items continue loading truck. Use blankets over furniture to protect each piece from rubbing against another, preventing scratches, dents and paint chipping. Any piece that must stand on its end or any surface other than the original one (on its legs) must have a blanket underneath. ITEMS ON THEIR SIDES/ENDS/BACKS CAN NEVER TOUCH THE TRUCK FLOOR.

4. Glass must always be wrapped in blankets and packed on its edge, preferably over more blankets or sturdy boxes.

5. Televisions to be packed without a box are to go between 2 mattresses, on top of several blankets folded many times over, with several more blankets draped over top. Mattresses are then to be tied down.

6. Truck should continue to be packed as high as possible using the more cumbersome and awkward pieces towards the back of the truck. Chairs, plants and tires go to the back of the truck. The back of the truck box is the bounciest part. Hence why boxes and glass should be as far to the front as possible.

Finishing Load
1. Walk-through - Once all items in truck have been properly packed with blankets and tied down, crew leader is to do a walk through of the home with the client, while all other crew members walk through the home on their own. Things to look for are tools, tape, stretch wrap, runners, as well as any valuables homeowner may have accidentally left behind. Any such items should be brought to crew leader’s attention. Crew leader will notify the client.

2. Preparation – Runners should be shaken out and rolled up, then placed into the truck. Tool bag should have all its tools before going back into the truck.

3. Shut down – Tailgate is to be shut down and before ramp is unhooked, crewmember responsible for take down should notify all members with a yell such as “Ramp Down”. Yelling at this point is necessary to insure all members are aware. Once all members are aware, ramp may be unhooked and IMMEDIATELY pushed into its locked position.

4. Take-off – All crewmembers other than driver/leader are to remain outside the truck and guide it as it exits its parking space. Once clear of all obstacles, crew may enter truck.

Destination Site-Arrival
1. Ask client where they would like the truck parked, making suggestions for quickest off-loading. If it’s a long move, crew leader should offer a glass of wine, to welcome them into their new home. Wine provided by the office.

2. Park Truck – leave phones inside, close windows and lock both doors.

3. Lay runners4. Leaving the straps in the truck, bring tool bag into home.

Off-load

1. Politely request client to remain at front of home with a clear view of truck in order to properly direct crew as to where each item belongs in the new home.

2. Safe order – Truck is to be unpacked back to front, not leaving items on the side till last minutes. Leaving items on the side and working towards the front of truck may cause trip and fall hazards.

3. Trip Hazards – Blankets are to be folded and stacked immediately after piece has been brought into home. This will prevent injuries as well as lost items. Straps are to be hung on sides of trucks, again, to prevent trip hazards.

4. Furniture assembly - Depending on quantity of boxes, furniture may have to be reassembled before bringing in the boxes to ensure safe and sufficient amount of workspace.

5. Boxes – Bring all boxes into home and place in rooms according to labels or homeowners instructions.

6. Unless extremely obvious, bring damaged items to homeowners attention after the move is complete in order to avoid working in a hostile environment.

Finishing Off-load

1. Walk-through - Once all items in the truck have been brought in, crew leader is to do a walk through of the home with the client, while all other crewmembers walk through the home on their own. Things to look for are tools, tape, stretch wrap, and runners.

2. Truck inspections – Crewmember is to inspect truck floor for any forgotten items, including furniture, boxes or smaller screws, nuts, bolts, grommets or jewelry.

3. Preparation – Runners should be shaken out and rolled up, then placed into the truck. Tool bag should have all its tools before going back into the truck. All blankets should be folded with seam facing out (for easy pickup) and properly strapped down.

4. Shut down – Tailgate is to be shut down and before ramp is unhooked, crewmember responsible for take down should notify all members with a yell such as “Ramp Down”. Yelling at this point is necessary to insure all members are aware. Once all members are aware, ramp may be unhooked and IMMEDIATELY pushed into its locked position.

Collection & Departure

1. Crew is to wait near the front of the truck, by the motor, to give homeowner and crew leader privacy.

2. Crew leader will call office to report job completion.

3. Crew leader will then hand phone to client and walk away while office organizes payment.

4. Appreciation – All crewmembers will shake hands with client and thank them by saying. “Thank you for the opportunity to help you today”

5. Take-off – All crewmembers other than driver/leader are to remain outside the truck and guide it as it exits its parking space. Once clear of all obstacles, crew may enter truck.

Policies

Moves

-Do not let homeowner leave premise. If something is broken, prior to moving homeowner must be shown immediately and decisions must be made.
-Always check dresser compositions before moving and check for weaknesses (is it fiberboard? Notify the homeowner)
-Always remove all grommets and shelf holders from shelving units. Stretch wrap and tape to unit or put in a “labeled box”
-Before leaving origin, do a final inspection and walk around with client to ensure that nothing has been left behind.
-When performing a move with multiple stops, the new home is always the last stop. The reason for this is that the cheque can only be collected once the job is fully complete, not before. The other reason is that if a client decides not to pay, we are still in their home and can take a TV or other valuable as collateral until payment is collected.

Resting & Breaks

-Within reason, we ask that you take a break whenever you need one, with a limit of one 5-minute break per hour. Hotter days will require more breaks and more water.
-Employees may rest in the cab of the truck or near the tailgate. We ask that you refrain from resting inside the cargo area as it impedes traffic and can sometimes make the customer nervous.
-Employees are not to rest in the client’s home or sit on their furniture in or outside the home.
-Smoking is permitted during smoke breaks. We ask that you walk away from the property and truck while doing so. Take a walk to the corner of the block while you smoke. Smoking on or near the truck will NOT be tolerated. Be mindful of the wind bringing smoke into the clients home.
-Drinks are not to be placed on tailgates. Costs resulting from spills will be 100% responsibility of employee (this includes replacement of wet pads as well as customer’s property). Drinks may be placed on the ground or on the lift platform, directly below the tailgate.
-Lunch. It is the responsibility of each employee to bring his or her own lunch. The client should not be billed for time spent at a convenience store.

Winter moves

-Runners must always be laid from truck ramp to owners home and throughout home as much as possible.
-When using dollies in apartments, roll dollies on a dirty carpet (main entrance) before putting them down on hallway and unit carpets.

Professionalism
-Employees will conduct themselves in a manner respectful of themselves, the company, and the client as well their property.
-Items being moved are not to be thrown, tossed, kicked, shaken or ridden. This means no riding bikes down the ramps or in any other fashion.
-The man with the load owns the road. Do not make your fellow mover wait with his arms full of boxes or otherwise, while you take up the hallway, ramp or steps. Be courteous and move aside or take the load from them.

Dealing with owners

-If a client asks for details about payments or things included or excluded in a job (packing, unpacking, reassembly, etc.), please refer them to the job manager.
-If a client is in your way or is causing you trouble, there is no need to get heated or frustrated, simply talk to your job manager and he’ll take care of the issue for you.

Broken items
-Monaco Men are paid to “handle possessions with care” and pack the truck in a manner considerate of the fragility of certain items. Items broken due to carelessness will be replaced by Monaco team member responsible and by the company on a 50/50 split.
-Televisions and other sensitive electronics are to be tested before and after moving.
-Televisions are always packed/stored standing straight up, never on their face or back.
-Glass surfaces are always packed/stored on their edge, never flat.
-Disconnections. When it comes to disconnecting dishwashers, washers & dryers, barbecues or any type of appliance, the Monaco Team is to politely refuse and ask the homeowner to do it themselves due to insurance reasons (flooding, & Fire)
-Lamps are to be wrapped in blankets or at least have the base on blankets in order to avoid breakage of fragile ceramic base. Always inspect lamp base from underneath.

Pay
-Pay cheques are ready at 5PM on Monday for the Monday to Sunday past.
-Hours are to be texted in to 613 263 5508 at the end of each day in the following format. Failure to submit hours, as well as failure to follow format will relinquish your rights to dispute hours and pay-cheques until following week.
Client name – Date
Start time – End time

Tardiness (LATE) & No-show penalties

- As a team member of a Monaco Crew, you’ve committed yourself to being there for your team and clients.
- Showing up more than 15 minutes late: You have the option to either terminate your employment with the company or volunteer 1 hour of work to continue your employment.
- No show: You have the option to either terminate your employment with the company or volunteer 4 hours of work to continue your employment.

Note: there is 0 tolerance for tardiness, regardless of whose fault it is.
Clients are not flexible on their move date and must be out of their home on said day. They are counting on you and your team to help them. There is no room for unreliable people at Monaco Moving.