tor, accepted by the van operator and assigned to the van. If there are any questions, the van operator can either use Van Star or call United direct. After loading, the van operator updates the order to show loaded providing the cubic feet and weight of the shipment along with an ETA. With United being on-line, a customer can track their shipment by the use of the Internet. The customer can follow their shipment en-route whether it is an auto or household goods move. At destination, we encourage van operators to make contact with the customer 48 hours before delivery. Also, the van operator must schedule extra labor to assist in the unloading of the shipment.Finally, van operator gets to residence and delivers direct to residence. If the shipper does not have a place of residence, the van operator should contact our Storage-In-Transit (S.I.T.) department for authorization of storage.In conclusion, I have discussed the process a move goes through at United. I first discussed some marketing aspects of the move by defining our customer base, exploring the possibilities and process of increasing sales in the off-peak season, and how information is distributed. I then followed an order from it being sold to the customer to registration to delivery and who is affected and how communication is vital in this process. I feel if at anytime there is a breakdown in the household goods moving system, there may be delays in pickup or delivery, which may ultimately lead to customer dissatisfaction. I believe the most important aspect of the system is communication. An informed customer can handle negative information better than a customer left in the dark with no information at all....
