Introduction
Running a moving company is tough. Leads are hard-earned, competition is fierce, and margins can be slim. But the biggest challenge isn’t always getting customers—it’s delivering on the promise once the sale is made. Operations in moving companies often become the make-or-break factor. If dispatch runs smoothly, trucks arrive on time, and crews know exactly what to do, everything flows. But when operations fail, so does customer trust.
That’s why this episode of Movified Wednesdays is essential listening. Host Mark Hirschi (owner of Salmon’s Moving & Storage, Vancouver, BC) sat down with Jason Hoss, Operations Manager at Big League Movers / On Deck Deliveries, and Steven Reed, founder of Big League Movers and co-host of Movified Nation.
Together, they explored the real backbone of the moving industry: operations. From hiring and training to daily dispatch launches and long-term scaling, this conversation revealed how leaders can transform a moving company by focusing on systems, leadership, and culture.
This blog unpacks their insights into a structured guide for moving company owners, franchisees, and industry professionals who want to strengthen operations and scale confidently.
Key Takeaways
What You’ll Learn:
- Leadership outweighs technical skills. Strong operations managers act quickly, lead fairly, and earn trust.
- Hands-on training builds credibility. Ops leaders should start on the truck before managing from the office.
- Dependability and communication solve most problems. Crews who show up and keep managers informed are golden.
- Dispatch launches save hours of headaches later. Daily huddles prevent problems before trucks roll out.
- Scaling requires ownership mentality. Staff must treat the company as their own to achieve growth.
Table of Contents
- Why Operations Defines Success in Moving
- From Freight Broker to Operations Leader
- Friendship Meets Business: Jason & Steven’s Dynamic
- Hiring & Training Delivery Teams
- Service Levels & De-Escalation Skills
- Dispatch Launch: The Morning Secret Weapon
- Scaling Delivery Operations for Growth
- Case Study: Funny & Relatable Stories from the Field
- Why Choose Movified
- Conclusion
Why Operations Defines Success in Moving
Marketing can fill your phones, but operations determine whether customers become advocates or critics. In moving, every job is complex—multiple addresses, fragile items, unpredictable customer expectations. Without systems, mistakes snowball.
Steven Reed summarized it perfectly:
“The number one tool I look for is leadership. Jason doesn’t wait—his first instinct when something goes wrong is to fix it.”
Strong operations deliver three advantages:
- Consistency: Every crew member knows the standard, and customers receive reliable service.
- Scalability: With repeatable systems, adding trucks or locations doesn’t add chaos.
- Culture: Staff feel supported and guided, which reduces turnover.
For moving company owners, it’s not enough to generate leads—you must deliver consistent results.
From Freight Broker to Operations Leader
Jason’s path wasn’t conventional. He began in logistics as a freight broker for a 3PL, where he learned supply chain fundamentals but hated the straight-commission grind.
When Steven called with an opportunity to oversee Williams-Sonoma deliveries, Jason saw a way out—and a way forward.
They started small: one truck. Then two. Then more. From those early days grew On Deck Deliveries, a specialized delivery arm of Big League Movers.
Jason insisted on being hands-on:
“I insisted on being on the truck. Without firsthand experience, you can’t really run or grow a delivery service.”
For owners, the takeaway is clear: don’t elevate people into operations until they’ve spent time in the field. Office leadership must be rooted in empathy and first-hand knowledge.
Friendship Meets Business: Jason & Steven’s Dynamic
What makes this story unique is that Jason and Steven weren’t just colleagues—they were childhood friends. Mixing friendship and business is risky, but for them, it worked because they set boundaries.
Steven said:
“Because Jason’s my friend, I hold him to a higher standard. We may argue, but we’ll never cross ethical lines.”
Jason echoed the sentiment:
“We’ve butted heads, but always for the greater good. I treat On Deck like it’s mine, because that mindset is what the role requires.”
The key lesson? If you bring friends or family into your business, set clear expectations, separate friendship from business, and always prioritize communication.
Hiring & Training Delivery Teams
Jason is adamant: always meet candidates in person. Interviews over the phone miss the subtle cues—confidence, body language, engagement—that predict how someone will interact with customers.
He looks for two must-haves:
- Dependability: showing up consistently and on time.
- Communication: letting managers know if issues arise.
“With dependability and communication, you can solve 95% of problems in this business.”
Training Focus
Technical skills—wrapping furniture, carrying heavy loads, navigating stairs—can be taught. But the soft skills matter more. Jason prioritizes training in customer interaction and de-escalation (explored further in the next section).
Service Levels & De-Escalation Skills
Customers often expect more than what they paid for. A retail salesperson might promise assembly on a threshold delivery. That’s where training crews in service levels and de-escalation becomes essential.
- Threshold Delivery: Place items just inside the door or garage.
- Room of Choice: Deliver items to the desired room inside.
- White Glove: Unpack, assemble, and remove packaging debris.
Jason tells his crews:
“Always act like the expert. If you don’t know, step outside, call the office, and get it right. Never lose composure.”
De-escalation training prepares teams to handle tense conversations, protect margins, and preserve customer satisfaction.
Dispatch Launch: The Morning Secret Weapon
One of Jason’s biggest contributions to Big League is the dispatch launch—a short, daily huddle that sets the tone for the entire day.
“Dispatch launch minutes in the morning save hours later. Once the trucks leave, they’re gone. That face time is crucial.”
Elements of a Successful Dispatch Launch
- Review previous-day issues.
- Address crew concerns before they leave.
- Spot disengagement or frustration early.
- Energize teams for the day.
Steven describes Jason as the “5:30 a.m. finger-guns guy”—energizing staff, scanning expressions, and ensuring everyone leaves the yard aligned.
Scaling Delivery Operations for Growth
Scaling isn’t just about adding trucks; it’s about adding systems. Jason identifies three keys:
- Engagement: Ongoing coaching prevents complacency.
- Dispatch Launch: Daily structure keeps operations tight.
- Ownership Mentality: Managers must treat the brand as their own.
Jason envisions running the entire Mid-South delivery operation within five years, with multiple warehouses and teams.
Steven reinforces this with the Pathway Plan—a transparent growth roadmap aligning company goals with staff development.
“We win when it’s win–win. Jason knows my goals, and I know his. If life changes, we talk. Communication keeps us aligned.”
Case Study: Funny & Relatable Stories from the Field
Even seasoned professionals face unforgettable situations. Jason shared two standout stories:
1. The Jackson Liftgate Incident
Early in Big League’s history, Jason and Steven finished loading a doctor’s home when the liftgate failed—in a rough neighborhood. Locals began circling the truck. A pawn-shop owner warned them to leave. Just as panic rose, the repair truck arrived with flashing lights, scattering the crowd. Relief came instantly.
2. Delivering to Reba McEntire
In Nashville, Jason delivered a bar to Reba McEntire’s pool house. The property manager banned phones, but Jason explained proof-of-delivery photos were required. After a standoff, she called Reba directly on speakerphone. Hearing her voice while confirming the process was surreal—a highlight for Jason, a country music fan.
These stories show the unpredictability of moving and delivery—and why adaptable operations leaders are invaluable.
Why Choose Movified
Movified is more than a podcast—it’s the leading hub for movers, franchisees, and industry professionals. Each episode delivers practical, battle-tested strategies from guests like Jason Hoss and Steven Reed.
- Hosted by Mark Hirschi, a veteran of over a decade in moving and storage.
- Trusted across North America for candid, industry-specific content.
- Focused on growth, scalability, and operational excellence.
Conclusion
Operations may not be glamorous, but they are the backbone of every moving company. From hiring dependable crews to training in de-escalation, and from morning dispatch launches to scaling with ownership mentality, the insights from Jason Hoss and Steven Reed show how systems create success.
“It’s not about computer skills. It’s about leadership, ethics, and fairness.” – Steven Reed
If you’re a moving company owner, the message is clear: invest in leadership, train your teams well, and create systems that scale.
Meet The Host
Mark Hirschi is the founder and host of Movified. With over a decade in the moving and storage industry, Mark combines real-world leadership experience with a passion for mentorship and elevating industry standards.
