Joshua Rose – General Manager, Central China at Crown Relocations
Crown Relocations, a business division of the Crown Worldwide Group, was founded in 1965. Since then, Crown Relocations has steadily grown, expanded into 58 countries with over 3000 employees in more than 250 offices. Today, they deliver over 120,000 relocation services per year to 2600 corporate clients and private customers.
ExpatFinder is delighted to have Mr. Joshua Rose, General Manager, Central China to tell us more about their offerings for expats. We learned from him in an interview about Crown Relocations’ belief that relocation is more than moving goods from A to B, and how they had helped customers settle in with destination services such as home and school search, orientation tours, language and intercultural training, and even spouse support. Find out more below.
Company: Crown Relocations
Category: Relocation management
Established since: 1965
Geographical coverage: over 250 locations in 58 countries
Q: What makes your company different from other international moving companies?
A: As the world’s largest privately held international moving company, Crown is able to reinvest profits into its network, facilities, IT and staff training. Without pressure to maximise shareholder returns, our company has been able to invest into all areas of our business, providing new initiatives and technologies to support the relocation process.
To our customers, this translates into continuous development and innovation, making their relocation experiences the most efficient available on the market. Crown’s flat organisational structure also enables us to respond quickly to the changing needs of our customers in an ever-changing business environment.
Q: How involved are you in the moving process of your customers?
A: Our customers’ moves are directly managed by the sales, customer service, and operations teams. In Central China, I personally meet with the captains of each of these teams to discuss our upcoming traffic, ongoing challenges, news and updates, and the general state of our operations. During these meetings, the captains and I review the move management process, Crown’s universally implemented household goods relocation protocol, in order to ensure optimum efficiency. I also conduct regular site visits to carry out quality and operational efficiency audits, and regularly review my team’s communication with our clientele to ensure the most optimal and customer service-orientated exchange of information. Regular management involvement in the moving process and engagement with the teams responsible for our customers’ goods are core parts of the Crown management philosophy.
Q: What are some challenging jobs that you undertake and how do you handle them?
A: Governments around the world change customs regulations frequently and at times with limited notice. Keeping up with these changes and effectively responding to them can be challenging for companies in the moving industry, particularly when changes necessitate adjustments to our core operational model. We handle such challenges through frequent communication with the respective customs departments and customs broker service partners around the world so that we have the most detailed and current regulatory information, minimising the impact such changes have on our service delivery.
Another industry challenge is mold and mildew. Moisture is all around us, more so in some places in the world than others. It’s impossible to completely eliminate moisture in every household goods shipment, and goods are packed in containers and put on ships or into warehouse for many months, mold and mildew can become a real and present danger. We take many precautions to reduce the occurrence of such atmospheric related damages, such as including moisture absorbing packets throughout the container and doing our best to ensure that the short and long term storage facilities used to store the goods are climate and temperature controlled. Nevertheless, mold and mildew inevitably strikes a certain percentage of household goods shipments every year. This is why we include comprehensive mold and mildew protection as a part of our CrownCare Transit protection policy, discussed in further detail below. With our extensive network of mold and mildew restoration and repair service partners around the world, Crown tackles this challenge through a combination of prevention, preparation, and protection.
Q: What are the key factors you take into account when you send a quote to your customers?
A: Thoroughness and inclusivity – in order to ensure we provide the full spectrum of relocation services for our customers, both private and corporate, we conduct a thorough relocation needs assessment with which we are able to build the most comprehensive and inclusive service proposal possible. We include all foreseeable costs associated with the relocation so that while the customer’s needs are met in full, they are able to budget accurately for the cost of the move.
Q: What are the occasions when you need to survey the items that will be moved?
A: A visual survey should be conducted when relocating household goods or personal effects of any size. During a survey, our consultants conduct a thorough survey and analysis of a customer’s relocation needs. Of the measurements and data collected during the survey are the estimated cubic volume of the goods, the type and quantity of the goods, the measurements of fragile items that require special handling or crating for secure transport, the accessibility of the residence and entry ways, and numerous other accessorial factors that might require additional planning. Capturing this data is not only paramount to the operational accuracy and efficiency at both origin and destination, it is also vital to ensuring we most accurately estimate the cost of the relocation to the customer.
Q: What is your company's policy when it comes to insurance, damage, and loss claims?
A: Although Crown takes every precaution to eliminate risk, it is important to note that personal belongings will be travelling on a boat, plane, truck or train – all of which carry inherent risks. While we are proud to have one of the highest rated records for claim-free relocations in the industry, our CrownCare Transit Protection plan is designed to provide the coverage needed against the risks associated with the relocation of household goods.
Our CrownCare policy offers "All Risks" coverage from door to door. This will cover partial loss or damage of a shipment, including damage due to riots, war and terrorism at sea and in the air, and breakage, should it occur. It will also cover damage incurred while your belongings are in interim storage at either the origin or the destination warehouse. Stored goods will be covered for up to 60 days at no additional cost under the policy. Additional coverage, if your goods are stored for more than 60 days, is available at a nominal cost per month. Enhanced policies are available that extend the coverage over damage related to atmospheric and other unique conditions.
In the unlikely event that there is a claim, Crown’s Group Claims Center will be by your side during the entire claims process. All claims are managed internally by Crown staff.
Q: What advice would you give to clients looking to move internationally?
A: Plan ahead so that you can take your time and fully analyse all of the many factors involved with your move. It’s been said that moving is one of the most stressful events that one undergoes in life. Therefore, the more time you have and the more thorough the planning, the better the chances that the move will be a low-stress success. We have loads of planning information and tools to aid in the preparation for moving on our website, www.crownrelo.com.