Lane Moving: 'The Difference is That We Care'

Lane Moving: 'The Difference is That We Care'

One of Gary Sweitzer's favorite sayings is that "All moving
companies are not created equal." It is a statement only partly
in jest, particularly now that the removal service business is
clogged with newcomers seeking a piece of the action created by
the political and economic turmoil of the past year.

The technical advisor for Lane Moving and Storage operations
in Indonesia takes pride in Lane's proven track record in
Indonesia since it began operating here in 1985.

An offshoot of Gerard Lane's successful moving business begun
in Manila, the Philippines, in 1976, Lane Moving and Storage
quickly distinguished itself as the precedent-setter in the
Indonesian market.

Through the good and bad times, Lane has brought its
particular brand of personalized, caring service to its customers
in Indonesia.

"We never set ourselves the goal of being the biggest moving
company in Indonesia," said Sweitzer, himself an 14-year
Indonesian veteran, in the company's office in Cilandak, South
Jakarta. "Our energies were focused upon being the most quality
conscious mover in our industry. But one naturally followed the
other."

He believes Lane's difference is that the company listens to
customers' needs in dealing with the emotionally dislocating
process, and professionally manages the complex logistical
issues, of moving. Most of the firm's expatriate staff are
themselves veterans of multiple international moves.

"We are dealing with objects that are the most personal and
important possessions in people's lives. At every level, we try
to be the least intrusive as possible," Sweitzer said.

Lane Moving crews are issued with radio phones to increase
operational communications without using the kitchen telephone.
Lane trucks are radio controlled as well for optimum pick up and
delivery timing. "We are there to do our job in a workman-like
and efficient manner," said Sweitzer.

In addition to its packing, shipping and storage services,
Lane provides premove advice geared toward addressing additional
personal worries. The firm can be a sounding board and
information site for the most seemingly elementary but
nonetheless important concerns -- what do we do with Fido when he
gets to Jakarta? -- as clients gear up for the big move.

Meticulous care is taken in every endeavor, with detailed logs
on the handling of the shipment at each stage.

"This is one of the reasons we do not hire casuals," Sweitzer
said as he surveyed the company's spacious facility, located in
the heart of a cluster of expatriate residential communities of
South Jakarta.

"All of our crew members know that they are responsible for
what passes through their hands."

Unlike some of the recent fly-by-night arrivals to the
removals business, Lane Moving and Storage is a member of the Far
East Movers Association (FEMA) and the Federation Internationale
des Demenegeurs Internationaux (FIDI), the leading standard
bearers of its industry.

Lane has a worldwide network of prudently selected FIDI
service partners in every major market around the globe.
Companies are FIDI members to ensure they meet exacting
international standards of quality and service.

The attention to fine detail, and ensuring that the customer
receives the premium services they pay for, has made Lane Moving
and Storage an insurer's dream. Claims are remarkably low.

"We find that people appreciate quality, and there is no
better measure of quality than the underwriters' loss ratio. To
this end, our management reviews each and every claim received by
our insurer. I am the Complaints Department," said Sweitzer.

In its quest to enhance services and security, Lane opened a
5,000-square-meter storage and records management facility in
Gunung Putri, on the Jagorawi toll road, in 1996.

Located on a remote hilltop but within convenient access to
Jakarta, the building boasts hardened floors and reinforced block
walls. Roofs, doors and all structural supports are made of
steel. Chubb provides the remote cameras and electronic access
hardware.

Additional security is provided with two gated roadside
security checkpoints.

The facility is also the major center for Lane Records
Management. Founded in 1989, the division is an answer to the
problem of storing mounds of paperwork and documents. Documents
are safely stored on racks easily accessed when required.
Confidentiality is assured. Lane offers same-day delivery service
to its many clients.

Although plaudits and accreditation have their place, Sweitzer
and fellow executive Lewis Turner are particularly proud of the
show of customer support.

They range from a simple crayon drawing by a six-year-old who
visited the Cilandak site on a school visit day, to a letter from
a client commending Lane for keeping stored goods in tip-top
shape for seven years.

The company also gives back to the community, often sponsoring
artistic and cultural events. But perhaps the most ringing
endorsement of its commitment to its clients and Indonesia came
during the terrible May riots.

While fair-weather firms shut up shop temporarily and left
their clients stranded as the mayhem reigned, Lane Moving and
Storage continued to keep its doors open and serve people in
their hour of need.

"Our entire management team, Indonesian and expatriate alike,
arrived at our office/operations base even in the worst of times.
We kept our operations going and were there for our customers.
I'm very proud of our service teams," stated Turner.

The company motto The Difference is That We Care has specific
relevance in Indonesia today.

For further information, call Lane Moving & Storage direct on
telephone number 7800747.