Don't trust blind faith when choosing a moving company

After the death of a spouse and a major illness, moving house can rank up among life's most traumatic experiences.

The operative word is "can". While it is not as clear-cut and simple as bundling up possessions, loading them into a truck and getting the show on the road, moving can be made easier with the right company to help out.

But moving should definitely not be about winging it and hoping everything comes together at the end of the day.

That attitude is a formula for disaster. Treasured heirlooms can be destroyed, much-loved objects lost and charges mount up in the nightmare scenario of trying to set off to new pastures.

"The best move is, of course, the one you remember the least because it was so uneventful," said Mary, an Englishwoman who is a veteran of multiple moves.

She said she knows of horror stories in which people's possessions were treated haphazardly, with the inevitable result that items were spoiled.

"That kind of job is really not on because what you own is such a personal part of you. When workers could not care less about the objects you have, it reflects on who you are, too."

Going it alone is almost impossible, defeated by the logistics of moving a huge amount of items smoothly and safely through the maze of bureaucracy and tradesmen.

Removalists can turn out to be best friends or despised incompetents, which is why it is essential for the prospective customer to take time in deciding which one can fulfill on promises (see the article All the Right Moves).

This applies not only to checking out companies firmly established in international moving jobs -- Lane Moving & Storage, Crown International, IFM Move Well and DHL -- but those entrusted to make local moves.

The history of the moving business in Indonesia mirrors the country's economic development.

The professionalism of moving companies increased by degrees as more expatriates entered Indonesia in the mid-1980s when the economy started to boom. Among the new crop of enterprises at the time was Lane.

As the boom years continued through the early 1990s, keeping customers satisfied remained essential, particularly because so many projects are landed through word-of-mouth networking.

Recent tumultuous events have shoved the removals business back to center stage. In the midst of the May rioting and unsettled months afterward, Indonesia reportedly said goodbye to two-thirds of its expatriate community.

The expatriates were shipping out -- and many are now returning as the economy picks up -- and a range of new firms have opened up shop to try their luck in the sector.

Unfortunately, many may be seeking quick profits and have little in the way of supporting companies and infrastructure to validate their operations.

Survival of the fittest may be at work, but Ashley Luff of IFM Move Well believes the market can support the best of the bunch.

"There are a lot of companies which are trying to make hay while the sun shines," Luff said. "Many are freight forwarders who are trying out this side of the business without really knowing what they are doing.

"But we know who's reputable, who uses their experience and know-how."

Mary said she uses a general rule of thumb when selecting a mover.

"First, suss out which are the best companies. Ask around and talk to friends to find about their experiences and what they have heard."

Once the choices have been narrowed down, Mary meets with the companies individually.

"I think the personal interaction is so important. It doesn't matter what nationality you are, you can sit down with a person and intuitively feel if they are committed to doing the best job, if they really care about what they are doing."

She said she asks for checkable references from past customers to see whether the firm lives up to their word.

Price, while important, is not the be all and end all of making the choice.

"Sure, you can save a little with some movers but end up with half your crockery smashed and some missing items," Mary said. "It isn't about cost so much as making sure that everything gets there in one piece, barring major natural disasters."

She stays around for the packing process, not so much to interfere as check that she had made the right choice.

"You get to see the professionalism of the crew. They should be there to do their job quickly, quietly and efficiently, conducted like a small orchestra in sequence," she added.

Mary vouched that she would not hesitate to step in and stop the job if she was uncomfortable with the way it was handled.

"I would explain to the supervisor my concerns and observe how he set them right," she said. "Ultimately, my possessions are part of me, I am paying for the job and I have a right to have a say in how they are handled."