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.