Truly Exceptional Service in Unprecedented Times

By way of background: we selected Execumove above two others for our move from Johannesburg to the UK and the move was scheduled for Q2 this year. Unfortunately C19 and the hard SA lockdown starting on 26 March scuppered our initial plans. Despite all the uncer*****y over the ensuing weeks and months the service we received from Execumove was exemplary, 10/10 and simply put “exceeded expectations”. Beginning with Bruce with decades of experience in the business doing the initial survey quote (and a follow-up one on our request) and his handoff to the office team, Toni and Jean-Mari, who processed the order bookings, insurance and paperwork, it was seamless with all persons on the team having the same ethos with regards to timeous, clear, professional commentary and instructions and follow-ups in the timeframes promised. That this could be so during the C19 pandemic has to be evidence that the people and systems in the company are aligned to the customer and are robust enough to withstand such a disruption. In this instance the manager, Michelle, stepped up and was in regular contact about status and preparedness. The willingness to go the extra mile, be flexible (also with regard to their usual processes and procedures) given the unprecedented circumstances and be straightforward and honest about things that were not going to or could not happen is commendable. The eventual scheduling and hand-off to the operations department and packing team that came to our home and the management around them was again excellent. The few small issues and the couple of items that were overlooked during packing were quickly and efficiently rectified. The only small but disappointing downside of this move (and the reason this review does not get a 5* rating) was the way the unpacking was handled by Execumove’s partner on the UK side. It is a separate company but Execumove have to take the responsibility for their choice of partner. (And they did, we received correspondence and phone calls from the Execumove General Manager and Peter impressed us with his sincerity and genuine concern). Although everything happened within the correct timeframe, the UK side seemed to be unprepared for this size move. They did not have enough people to unpack the boxes so the unpacking was rushed, and they also did not have a big enough truck to remove the packing material, so they had to come back after the weekend to remove the rest – this caused inefficiencies, frustration amongst their own team and there was no sign of the SA “we’ll get this sorted” ethos. Having said that, our concerns during the unpacking were timeously resolved and overall we can say that we have had a remarkable experience with the same genuine concern and care that we have experienced from all the staff we have dealt with at Execumove from top to bottom - something that stands out and distinguishes this company. We will thoroughly recommend Execumove (and already have) and use them ourselves again, with the proviso a better UK company is used, one that more closely matches the high standard of the SA team.