A family preparing to move asks a removal company for a quote. Later, they realise they also need help packing the kitchen, somewhere to store furniture for two weeks and someone to take the old sofa away. They ask about each separately, over several emails. The removal company answers each, but the process is slow, and the family wonder whether a company that offered everything upfront would have been easier.
Extras are part of most moves. Explaining them clearly helps customers and grows each job.
The extras customers ask about
Removal customers commonly ask about full or partial packing, packing materials such as boxes and wrapping, dismantling and reassembling furniture, short-term storage between properties, cleaning the old property, disposing of unwanted items and moving specialist items such as pianos or artwork.
Example conversations
These scripts use information a removal company might publish. Your answers should come from your own pages.
Customer: Can you pack for us? Assistant: Yes. The packing page explains the full packing service and a fragile-only option for kitchens and breakables, with prices by property size. Packing is usually done the day before the move.
Customer: We need storage for two weeks between houses. Assistant: The storage page explains that short-term storage is available, with a weekly price and collection and delivery included. Would you like the team to include it in your quote?
Customer: Can you take away an old sofa? Assistant: The extras page lists a disposal service for unwanted furniture, priced per item. The team can add it to your quote.
Capturing extras early
Asking about extras at quote stage, rather than on moving day, prevents surprises and lets the company plan staff and vehicles. Quote details are covered in moving quotes that stall without an inventory, and date questions in moving date questions tied to completion day.
Scripts for common questions
Online shops rely on scripts for their most common questions, as described in scripts for the ten questions every online store gets. Removal companies can do the same with extras.
Service area for extras
Some extras, such as storage, may only be available in certain areas. Being clear about coverage avoids disappointment, as described in answering service area questions.
Packing materials for DIY packers
Many customers pack themselves but want boxes, tape and wrapping. Offering materials for sale or delivery, with a clear price list, helps DIY packers and adds value. Customers often underestimate how many boxes they need, so a rough guide by property size is useful.
Specialist items
Pianos, antiques, artwork and gym equipment need special handling. Asking about these at quote stage lets the company send the right crew and equipment, and avoids moving-day surprises.
Answering at any hour
SpideyChat for moving companies answers questions about extras from your own pages at any hour and captures which extras the customer wants.
Moving day cleaning
Customers leaving a rented home often need a clean after the van leaves. Offering to arrange it, or recommending a trusted cleaning company, saves them a separate search and helps them get their deposit back.
Insurance for extras
Customers also ask whether packed items are insured differently from items they packed themselves. Explaining any difference in cover avoids disputes later.
An extras page with prices
Publish a clear extras page with prices for packing, storage, dismantling, cleaning and disposal. Try SpideyChat on your own site, or read about capture on the features page.