202 HOUSE MOVING

MKT 202 - GROUP ASSIGNMENT

Lecturer: Tran Vi Anh
Group Members:

Table of Contents

I/ Executive Summary 2
III/ Service Organization’s Situation Analysis 3
Business Context 3
Competitor Analysis 4
Market Analysis 6
3.1 Customer 6
3.2 Supplier 7
3.3 Real Estate Market 7
IV/ Customer Research 7
SWOT analysis 8
Key Insights 10
Challenges11
V/ 7Ps Marketing Strategy 12
Product Strategy 12
Core product 12
Supplementary services 12
Pricing strategy 13
Placing strategy 15
Promotion strategy 15
Physical evidence strategy 16
 Protecting furniture from the smallest thing 17
Packaging 19
Transportation 20
The capacity profile 20
Process 21
People 23
VI/ Conclusion & Recommendations 24

I/ Executive Summary
 The report of 202 Moving Company’s service package includes an introduction, a situation

analysis, customer research, and 7Ps marketing strategies. Overall, this report will illustrate the

detailed information on our marketing for 202 companies for further implementation. In each

section, the analysis will be divided into different parts according to the main ideas. Moreover, it

can be used as a significant model for house moving service.

II/ Service Organization’s Introduction

 With the corporate working concept, 202 wants to move towards a unique all-in-one moving

experience in Vietnam. The services we provide include disassembly, packaging, transportation,

and home appliances and furniture for households. During the time of using the service, 202

commitments on material preservation are 100% with no loss.

 202's all-in-one home transportation service aims to be the service that brings the best customer

experience, with competitive advantages including time and effort saving, fast and convenient,

professional, and careful. Together with a technical team specializing in dismantling, transport,

and installation, customer care staff will always give customers a feeling of trust and closeness.

 With a full-service package, 202 will provide customers with the implementation process, which

has eight steps and three days. Further information will be illustrated in the following
paragraphs. Besides, should damage or loss occurs during objectives’ transportation, 202 will

repair or replace damaged/lost items or compensate customers up to the total amount of product. 

III/ Service Organization’s Situation Analysis

1. Business Context

 Society is increasingly globalized, causing the continuous demand of many moving increasingly

high. Home moving is a must-do step and a stage where anyone feels stressed, anxious, and

weary. Resettlement also contributes to many difficulties for people to maintain their daily lives.

Finding a reliable, responsible, real home moving service is a fundamental matter of concern in a

rush time.

 With the rapid urbanization rate in major cities in Vietnam today, moving people’s quantity is

increasing. The resettlement has also contributed significantly to the experience of living and

maintaining the home of individuals in particular. It is easy to see that Vietnamese households

store things with the concept of "later still use,” making moving houses too sporadic and

fragmentary. Besides, moving house is also considered a necessary and essential period for each

family; however, most Vietnamese people also find it difficult and tiring for the packing and

cleaning phase. Finding a reputable, responsible, and careful moving service is currently a

concern of many households today.

2. Competitor Analysis

 There are currently many companies and home transportation services; they have a house

transfer combos package, such as free survey and quotation, dismantling, meticulous lining, and
professional staff. , full contract and reasonable price, ... such as Kien Vang, Hong Phuc package

house moving service, Thanh Hung corporation, … However, the services mentioned above have

not really focused on marketing and customer care. Through reference to competitors' websites,

202 found that the brand identity was not eye-catching and created interest from new customers,

making it difficult to attract people to experience the service. In addition, the process of the

above services does not include cleaning the house and packing small household items such as

bowls, chopsticks, clothes, ... Customers will often have to pack everything by themselves,

leading to damage. a lot in the process of transferring, dismantling and installing.

 A major disadvantage of home transportation services in Vietnam today is having to hire an

outside carrier. However, dense delivery services are also a barrier. The average growth rate in

2018 compared to 2017 of the courier companies participating in the survey was 70%. The

lowest growth rate of enterprises was still 30%, and there were three enterprises achieving

growth rates of over 100%. Experts and businesses both believe that many foreign companies

will continue to make large financial investments to dominate the delivery market in the coming

time.

 A series of startups also jumped into this field, such as Ship 60, AhaMove, Giaohangso1.vn,

tochanh.vn, Zozoship.vn ... The CEO of a company thinks that the appearance of more and more

foreign enterprises, with considerable investment and professionalism, is a positive sign for the

market, but it also means Vietnamese enterprises. The competition will be fiercer. The

Vietnamese delivery market is fraught with impacts on relocation services and dominates the

delivery market, although there is some competition from abroad. Finally, we still see the effect

of the delivery market on the moving house service.

 However, a weakness of hiring private transportation service as a third party also has many

limitations. Because the personnel are not affiliated with the company, it makes it difficult to

control customer care and ensure the goods are not damaged. 202 Moving Company will always

put customer experience first, and to do that, the company needs its own transport chain to

manage the process comprehensively.

3. Market Analysis

3.1 Customer

 The moving service industry’s potential customer is the real estate and real estate market (the

first choice for those wishing to buy a house in a crowded land city. There are many types of

buildings, such as apartment buildings, office buildings, high-rise buildings with these two

functions, and the need to move houses and move offices more.

To meet many people’s needs and desires, relocation service is born as a cure-all for many

households in moving their houses. To be interested in many families, the company must work

with prestige and quality and professional service, agile manners, reasonable prices, and

damages compensation terms while shipping to customers. 

 The potential customers of 202 Moving Company are those who often rent luxury apartments,

who need to constantly change accommodation because of the requirements of the job.

Especially in the real estate and building market areas (the first choice for those who want to buy

a house in a crowded city), the number of people looking for relocation services is extremely

high. In addition, we will also strengthen the assistance with small and medium enterprises in

moving offices in the city centers. The high-rise building market has more and more choices for
buyers such as apartment buildings, office buildings, high-rise buildings with these 2 functions.

From there, the need to move houses and offices is increasing.

 To meet the needs and desires of many people, relocation service is born as a cure-all for many

households in moving their houses. In order to be interested in many households, the company

must work with prestige and quality together with professional service, agile manners,

reasonable prices and damages compensation terms while shipping to customers.

3.2 Supplier

 In order to ensure the safety of objects and furniture during transportation, 202 Moving

Company has the desire to find strong protective boxes and covers. To do this, the manufacturer

of wrap equipment needs to meet the quality of product testing as well as the design of 202.

Although this has not been done, 202 will contact reputable companies or factories with quality

assurance to have cartons, sacks, plastic bags for packaging, and sorting during transportation.

3.3 Real Estate Market

Starting in 2015, the trend of real estate investment of Vietnamese people has increased

significantly. However, unlike before when the rich bought land for investment purposes,

nowadays, houses buy land for a living. That fact opens up a business opportunity for the home

and office transportation industry. When the real estate transaction market returns to a normal

state, people will invest and sell houses, sell apartments as usual, of course there will be a need

to want other people to move things, because the family It is very difficult for the owner to move

all that furniture from one place to another.

IV/ Customer Research

 All the studies and reports below on main customers will be analyzed by observation because

this is an objective method for Vietnamese people. To address the limitations and weaknesses of

other methods such as surveying or interviewing a specific group because these methods do not

give an overall view of society.

1. SWOT analysis

Strengths

202 Moving Company has the following main outstanding strengths. The company has many

offices located in big city centers and is always ready to listen to customers and convenient for

customers wishing to move to other cities and provinces. This will be a great advantage of the

business for customers who often have to change jobs every 3-5 years. In addition, customers

will tend to trust the business more and be satisfied with the service when their requests or

questions are always promptly responded to.

 In addition, 202's staff are trained professionally and carefully in every step of the process. Most

of the staff have had cleaning experience for both residential, apartment and commercial

relocation. With the first meeting and customer support, the employees are responsible for

proving their personnel information to the customers to create trust. Furthermore, in terms of

contract, as a professional moving company, we will be responsible for any inconvenience such

as delay, misplacement, furniture damage, alteration. price after contract completion.

 The ultimate and most appreciated strength of 202 is that there are trucks and parking lots for

private transportation. After the staff dismantles and packs the belongings for transport, the

trucks of 202 will immediately set out and drive to the scheduled destination. To ensure the
quality of service, 202 always welcomes the attention and supervision of customers through the

application on the phone or directly contact the operator.

 In addition, we offer all our customers free insurance at no additional cost; However for

incidents where the customer self-packs and damages any merchandise in the process, we as a

company cannot provide any insurance. What is more, is exceptional service and quality.

Weaknesses

 Because 22 Moving Company is a new business, still confused with the shipping market,

attracting new customers will be a short-term limitation of the business. Because Vietnamese

people are not too familiar with professional service models and have a lot of doubts about true

quality, 202 needs to provide correct and specific approaches to customers. In addition, customer

care skills training courses in Vietnam are not yet popular, which can make it difficult for

businesses to find employees with good morals and always smart with customers. In addition,

businesses need to prepare a fake balance to buy containers to minimize rental costs and timely

support customers.

Opportunities

 As mentioned above, the home transportation market in Vietnam has not really developed and

there are well-known enterprises in the field. Most Vietnamese customers, when experiencing

first-party services, will find it difficult to have a good experience and tend to switch to second

parties and third parties until they no longer move or find services. like. In addition, the

Vietnamese middle class increasingly demonstrates the increase in household affordability to

affordable professional services.

 Thanks to the strong point of professionalism as well as guarantee of transportation, 202 Moving

Company confidently affirms that it will create a certain foothold in the next 5 years in the hearts

of Vietnamese people. Although there is no strength in price, 202 will be a testament to any of

your money, high price and absolute service quality.

Threats

 For 202, the biggest threat faced by the business comes from its competitor. Although this is a

special model and no business has applied it yet, other companies have the ability to copy the

model and grow on a large scale quickly if there is enough financial capacity. In addition,

focusing too much on the middle class will make businesses have bad reputation in the eyes of

certain groups of people, this is a very limited thing for businesses.

2. Key Insights

 Because businesses currently working in the moving sector do not have much action to collect

customer data, the following information is collected from observations. In a 2016 report on

Southeast Asian countries, Nielsen affirmed that Vietnam is a clean country. However, house

transports often come with clutter, mess, and dust. This gives a wrong impression to the owner

and partly reduces the apartment’s price if the owner wants to sell. Also, because land prices in

Vietnam are too high, people often focus on details to force prices down, so no one wants to

dismantle things that scratch and damage the house space.

 202 Moving Company wants to concentrate on exploiting the clean fondness, detail and desire

of Vietnamese people to promote marketing campaigns for businesses. 202's service will be the

option to completely solve the shortcomings of other transportation services such as protecting

the dismantling space, cleaning the house before and after work, ... Thanks to such main ideas,
202 believes that Prospective customers will be curious and want to find out how the business

can do that.

3. Challenges

 Although the enterprise model 202 is promising, it is certainly impossible not to face difficulties

that need to be resolved. The first difficulty that businesses will face is finding new customers.

As you know, in Customer Journey, building brand awareness with unused customers is the most

financial and time-consuming period to research. Attracting Vietnamese customers today will

need to be done on both online and offline if the business wants to reach a lot of key customers.

 Secondly, businesses can have a hard time getting old customers to re-experience the service.

Because Vietnamese people tend to buy houses and settle permanently, so at least 10 years to

plan to move, old customers from the first year of start-up may need to 202 times in at least five

years. However, maintaining customer loyalty with 202 Moving Company is a natural rule if the

business does well. 202 will focus on forms of word-of-mouth communication in order to

increase corporate identity and trustworthiness among Vietnamese people.

V/ 7Ps Marketing Strategy

 7Ps marketing is developed based on McCarthy's theory of 4Ps and is considered as one of the

tools to evaluate the effectiveness of products of businesses, applying this theory to 202 moving

companies helps to evaluate the overview of translation. services as well as the problems that the

company is facing, thereby giving timely solutions and directions for businesses.
 1. Product Strategy

 Product strategy plays a very important role in branding and outreach to customers, providing a

professional service and customer satisfaction requires a streamlined workflow. and the

effectiveness and attitude of employees in the work process.

 In the early stage of the business, positioning brand and target customers is very important, as

well as having a reasonable and different strategy from the competition, requires businesses to

answer questions. What are the company's competitive advantages, and how the company's

services stand out from other competitors in the same segment?

Core product

 In the Product Strategy of 202 moving companies, we provide Japanese-style house moving

service with the core value of “providing professional moving house” targeting the middle-

income segment. and stable. To bring professionalism in the customer service process, we

created two processes including "Appraisal and Package" to package the customer's furniture

with specialized equipment of the company to ensure the integrity of customers' assets during

transportation, and our "Common Shipping Process" time encapsulates time within three days to

minimize inconvenience of customers.

Supplementary services

 In the process of customer service, we realize that when moving to a new home, customers often

need to buy more furniture and this causes many difficulties for customers in the transportation

and purchase process Therefore, we provide the solution for our customers by having the option

of buying furniture through 202 moving company at a cheaper price than the market and free

shipping and installation.

 In addition to serving customers in need, we provide additional services such as real estate to

help customers repair, transfer, resell or lease existing homes.

2. Pricing strategy 

 One of the most important factors when using a customer service is price considerations, so a

successful product requires clear pricing strategies that are suitable for many different audiences.

To be able to do well in this task, managers must answer questions including What, Where,

When, How

What: With professional service we provide services at a lot of different prices to suit each

customer's needs. Specifically, we divided into 4 packages of transportation services and 3

expansion packages, depending on the appraisal results of the house, service prices may vary.

Shipping services

 Package transportation service: With this service, we will take care of all the work

of appraisal, packaging, transportation and interior decoration as required for the

house, after 03 days, customers have can live like a normal house

 Half-package transportation service: With this service we will take on only half of

the customer's house moving, be it appraising, packaging and shipping, or

transporting, and arranging furniture.

 Packing service: With this service we will only undertake the appraisal as well as

interior packaging for customers.

 Simple transportation service: With this service we will provide interior

transportation services according to customer requirements.

Extended service

 Real Estate Services: For customers wishing to transfer, resell or lease their house

 House remodeling service: For customers who need to restore and repair their old house

 Furniture purchasing service: As mentioned in the product strategy section, customers

can shop for furniture through 202 moving companies at a cheaper price than the market.

Where: After receiving the customer's demand for using the service, staff will come to the house

to assess and list the items to be shipped. Thereby advise customers on prices and shipping

packages to suit the needs of customers.

When: With the motto and core value of bringing customer satisfaction when using the service,

we provide customers with a time to pay before or after using the service. For the prepayment,

the customer will pay the full cost through the company. For postpayment, customers will have

to deposit an amount equal to 50% of the value of the service and can complete the payment after

using the service.

How: 202 Moving Company applies all payment methods currently accepted in the market,

including payment via credit, bank transfer, swipe card or cash.

3. Placing strategy 

 Each company, every business will have its approach to customers. As the age of technology is

deeply entrenched in people's lifestyles, the combination of both traditional and digital marketing

is essential in order to reach potential customers in the best way. Therefore, our company is

using both online and offline methods for this placing strategy.
 For offline, customers can go directly to the showroom to be introduced by a consultant about

services, methods of implementation, signing contracts, transactions and payment. In addition,

information such as promotions and accompanying services are also displayed here.

Furthermore, a customer can directly monitor the relocation process to another customer with his

/ her permission. The direct follow-up to customers will help customers better understand the

process as well as the working process of the company.

 On the part of using digital media, customers can fully register for the service through the

company's website. Customers can also exchange information with online support or via hotline

if they have questions that need answers. The company of course uses social networking sites,

creating a group where customers can communicate with each other.

 In short, placing both online and offline is important and indispensable when we want to reach

many potential customers.

4. Promotion strategy

In addition to offering products and reasonable prices, it is very important to have an appropriate

promotion strategy to attract customers. With the segment focusing on the customer group who

have a decent and stable income, we often have marketing campaigns aimed at this customer

group such as providing promotions with discount codes to customers. and annually there is a

customer gratitude program with a free one-time home transfer offer

 Realizing that this is a very special industry in choosing an effective communication strategy,

we are promoting the "word of mouth" strategy by providing professional and dedicated service,

providing many chapters after using a service such as changing the layout of the house for a year

after moving or reducing the price on the next move, resulting in a friendly customer
relationship. In addition, promoting communication and advertising on social media channels to

increase brand awareness, we also pay special attention by running ads for customer reviews on

facebook, instagram, twitter ..

 We also pay special attention to listening to customer feedback, by collecting customer feedback

after using the service we can improve the service and solve problems of the service. customers

quickly and effectively. In addition, we also promote customer retention by always updating the

promotional information of the company via email or phone.

5. Physical evidence strategy

 Physical evidence is one of the additional 7 P’s of the service marketing mix, which concerns

the optimisation of the physical environment of a product or service. Especially within the

service sector, the equipment plays a leading role. After all, here is where the perception of a

service cannot be so easily influenced compared to a product, for instance, which can have

exquisite design or elegant aesthetic communication

 Because it is specifically used for services, the problems with services  are of differentiation.

How do you differentiate a premium hotel from a regular hotel? To create such a differentiation,

Physical evidence strategy is used. When it comes to physical evidence, it is about finding the

right objects for the company’s objectives that enable the visible environment of a service to

positively influence the subjective awareness of the customer. The main tools for this are design,

architecture, appearance, equipment and furnishings. These also allow a company to stand out

from the competition. Many service providers offer similar services, yet are different from one

another in terms of their ambience.

 Moving house services is not an exception. We want to create a truly high quality and premium

professional service, not a regular one. So from the very beginning we have defined our client

segment as those with above average high incomes and a desire to own as the best service as

possible when moving. At the same time,  it protects the structure of that house when it is sold

and protects its appliances and interior from being impacted, damaged, or chipped during

transportation to a new home.

Protecting furniture from the smallest thing

 First, protecting furniture from the smallest thing is one of the company's most important

policies. We will have a design of specialized materials to protect such items as: foam cushions

with separate dividers to protect cups, dishes, bows according to each size, mirror or glass covers

, to ensure they will not be broken or chipped in transit. Our company will also provide for the

avoidance of small items such as keys or coins. While some homeowners have a hobby of

collecting odd coins or postage stamps, providing additional services out of this way can help the

company increase its influence and make more profits.

 In conventional home transportation services, damaging the structure of the house is completely

unavoidable. So we want to change that. The value of the house depends a lot on the structure of

the house after transportation. Therefore, keeping the structure of the house is very important to

the homeowner as well as to us. In order to protect the structure from the impact, scratches,

cracks, or paint splashes, we have created a product which are specialized shields to clad to the

floor, thought or ceiling if possible. ensure the integrity of the structure of the house.This can

help the house keep the price offered by the seller, even some people will bid directly to each

other to be able to buy the dream house. 

 To increase the ability to protect the interior structure of the house, it is necessary to create

products such as upholstery, foam cushions for wardrobe, jewelry cabinets, and bookcases. For

each such furniture will be equipped with 1, 2 foam pads, then added with foam sheets, then

quilted fabric tubes to increase the protection for the interior and the house.

 Jewelry, clothes, and shoes will also be carefully protected for each stage that has been

researched. For clothes, depending on the material, we would recommend using zippered plastic

bags to avoid tearing, thread chipping and when arranging as neatly as possible, not inconvenient

to transport. We also have a small wardrobe to hang them, very convenient. Shoes will have pre-

made shoe cabinets in accordance with our company's regulations to prevent shoes from being

broken or folded. The jewels are the hardest thing. So we created boxes with built-in foam

cushions and stowed jewelry like necklaces and watches that already had boxes already.

 Many would argue that excessive use of such protective equipment is not necessary, but our

customer segment is the premium segment, not the ordinary person. Everything from clothing to

home appliances are definitely premium products at a price that isn't cheap. That is why we

cannot risk transporting irresponsibly. Maybe it is too much for others, but for our company, we

know when is enough.

Packaging

 Packaging is an effective way to increase brand awareness so we want to promote this part of

marketing. Brand identity system is what consumers see and hear about that brand in daily life.

The goal of a brand identity system is not only to create awareness, differentiation, express the

specific personality of the business, but also aim to influence perceptions, create a sense of the

size of the business is large, professionalism is high in the business to customers and the public.

In addition, for service businesses, the addition in the brand identity is the way of serving
customers, the customer service attitude, a scientific and methodical working process bearing

bold cultural identity of the business.

 Back to the main point, in this part, we want to clarify about the 2nd of the 3 stages of

packaging, which is secondary packaging. Because our products are services, not goods, so the

primary packaging is to protect the items in your home.

 As mentioned above, in order to recognize a good brand, what we first think of is nothing more

than the packages when being transported in combination with specialized vehicles used for

shipping. All types of boxes can be packed with different sizes for different needs. In order to

streamline the loading of the load onto the truck, a third party produces boxes that are up to our

company's standards with square designs.

 Each box will have a sticker with all the required information. The information will be shown

through a number of headings, such as warning signs (avoid impact, fragile, or must be in

vertical orientation), the number of objects, the details detailing the names of objects such as

dryer, desk phone, ... to control, ... each time you can box, the staff will use different colored

adhesive tapes to distinguish the type of objects such as glass, which will be red, wood will be

green. The environmental problem has always been a sore thing as companies are now abusing

inexpensive materials. For that reason, all the packaging materials including our primary and

secondary can be reused and used for a long time to best protect the environment.

Transportation

 Brand identity is well-done from packaging to loading onto trucks. This truck is special because

it will have a logo of the company along with media images that are accessible to all audiences.

Take Coca Cola, the biggest beverage company in the world, for example, and they also use their

branded vans for transportation. The use of private transport vehicles is essential because
building a brand that provides moving services for the luxury segment of customers, it is

important to be careful every step. Another reason to use the company's own transport vehicle is

that we can communicate with our potential customers through the vehicle, through the images

on that vehicle, and we can also control the progress of the work. It is an easier way than hiring a

third party for shipping.

The capacity profile

 Every time a customer comes looking for a service, we offer a range of options for the customer

to choose from. What will be indispensable in each consultation is the capacity profile.

Proficiency records will let customers know what they can do, with what conditions and

requirements, from which customers will follow and choose the most suitable service for them.

The consultant will still suggest or recommend and encourage the use of some external services

to better serve the customer.

 Before each transport session, a team leader will inform the landlord and neighbors about any

annoyances and noises that can be caused while transporting the house. The transportation team

will have a person in charge ring a neighbor's doorbell, giving them a gift of apology for making

a noise when moving. This is an extremely effective way when we can both please the neighbor

of the customer and be able to brand our own company. To explain why it is possible to self-

promote a company by giving a gift, we would like to explain as follows: today's highly

developed technology era that uses social networking sites. It's almost inevitable and people will

love to share some weird stuff on those social media sites, maybe through Facebook, maybe via

Instagram, ... and the weird thing we want to mention. Here it is "the neighbor's house moved,

but our house was given a gift".

 Returning to the point, the Homeowner will also be directly involved, tracking the packaging,

shipping, and arranging of the new home with a planned tracking board from the company.

Customizing the furniture is also included in the service table when we provide the relocation

service.

6. Process

 To be able to run its business well, any company needs to have professional and clear working

processes to best serve its customers, 202 moving companies together. Our professional home

transfer service is divided into two processes:

Appraisal and packaging process

Step 1 ----> Step 2 ----> Step 3 ----> Step 4 ----> Step 5 ----> Step 6----> Step 7----> Step 8 

Step 1 - Assessment: The staff will come to the house that needs to be moved and list all the

items to be transported so that the construction side can prepare enough packing and shipping

equipment. After evaluating and listing, the staff will advise customers on the suitable shipping

packages for the house.

Step 2 - Packing: The staff will come to the house to transport and pack the items in the house,

and create a manifest of the packaged items as well as propose a shipping plan for each item.

Step 3 - Confirmation: require customers to sign for the packaged items in the declaration.

Step 4 - Shipping: After packing is complete and there is confirmation from the customer about

the packaged items, the company will transport to the customer's new location.

Step 5 - Delivery: the staff will transport all of the furniture from the delivery vehicle to the

customer's new location.

Step 6 - Unpack: the staff will organize to rearrange the customer's belongings.
Step 7 - Confirmation: Ask the customer to check the condition of the item as well as the

quantity and get customer confirmation.

Step 8 - Feedback: feedback and customer satisfaction.

General shipping process

Day 1 ----------> Day 2 ----------> Day 3

Day 1: Staff will come to pack the furniture carefully so that the movement does not damage

objects, usually female staff (Depending on the level of furniture to be moved, there will be a

suitable number of employees).

Day 2: The staff will come to transport the furniture to the new location of the customer, during

this process, the staff will have to cover the corners to limit risks as well as damage to the house,

usually male staff interior level need to move will have the right number of employees).

Day 3: The staff will come to unload the furniture and rearrange it in a new position according to

the customer's request, in the process, the staff will have to cover the corners of the wall to limit

risks as well as damage to the house. Male staff will arrange large and heavy furniture, female

staff will arrange small items such as clothes, kitchen tools ... (Depending on the level of

furniture to be moved, there will be the number of people suitable tablets).

7. People

 People are a defining factor in a service delivery process since a service is inseparable from the

person providing it. Thus, a hotel is known as much for its food as for the service provided by its

staff. The same is true of banks and department stores. Consequently, customer service training

for staff has become a top priority for many organizations today.
 People are a very important factor in the 7 P’s because services tend to be produced and

consumed at the same time. Because of this, the behavior of these people is very important in

determining the experience of the customer.

 The face of a relocation service is nothing but employees working directly with customers from

consulting to receiving feedback from customers. So the training of a professional team is really

necessary.

 The first person that a client works with is the consultant. The consultant needs to be

knowledgeable in all stages of the transportation process. The consultant will come directly to

the customer's house for an actual survey, checking the condition of the house, the condition of

the furniture, household items that the customer wants to transport. Then come up with some

suitable options. Once the contract has been signed, the customer will have a shipping schedule.

Customers just have to wait until the working schedule of the courier officially starts.

 To increase the professionalism of the company, the employees are trained very carefully.

staff must grasp all ways to be polite very clearly and must not have a mistake. Every first time

staff meet a customer, they must show the employee ID card containing personal information so

customers can know who they are working with. Although it only took a small time for the two

sides to introduce each other, it increased the reputation for both employees and the company

many times. With us, prestige is always on top.

 Every success starts with the smallest things. Therefore, we will always closely follow our

employees from the smallest, to together build an influential brand in the field of moving house

service.

VI/ Conclusion & Recommendations

 In conclusion, the home transportation market is not really developed under the

professionalization models in Vietnam. The fact that Enterprise 202 is at the forefront of this

work will set the stage for future Vietnamese startups to also start with them with the goal of

specialization. In addition, 202 Moving Company wants to develop the corporate mission in

maintaining the happiness of households in Vietnam in general and those living alone in

particular. To do that, businesses need to understand clearly what Vietnamese people want and

need, as well as consider internal and external factors to stay ahead in this market.