Yvonne Tay – Sales Manager

AGS Movers Singapore is a subsidiary of AGS Group, and was established in 2005. As a member of a large international removals company, AGS Movers Singapore benefits from AGS Group’s network of 142 locations in 94 countries around the world.

Their Sales Manager, Ms Yvonne Tay talks to ExpatFinder about the challenges of international removals as well as the importance of developing a good relationship with customers. Learn more from her experiences in her full interview below.

Q: What are the most challenging tasks that you undertake and how do you handle them?

A: I have encountered many incidents and experiences that have been very valuable to me. 

For example, some assignees refuse to share important information until the last stage of their move. Receiving a feedback form and realising that they were not happy from the beginning even though they don’t let you know what they need. It is either we took things for granted or we were often too busy to realise.

I believe in communication and never taking clients’ needs for granted even if they don’t tell you about anything, following up is also a very important part of our process, this would help very much when it comes to communicating with clients.

Q: What are the key factors you take into account when you send a quotation to your customers?

A: It has to be sent in a timely manner. Your quotation should always be within 48 hours after the survey. Anytime after that will result in failing to keep your promise and that may not leave a good impression eventually the client will not be interested with your company anymore.

Q: What are the occasions when you need to survey the items that will be moved?

A: Many times, a client will think that you would understand what is a table and chair like and you would give them an immediate quotation with this information. Unfortunately, they never think that there are many sizes of a table and chairs. We often encourage clients to have a pre-site survey which is not just important to estimate the volume but to meet the clients and to create an impression. This will allow us to understand their expectation and requirement during their relocation.

Q: What is advice would you give to clients looking to move internationally?

A: Moving is never an easy task, it is very emotional, very sensitive and very stressful. I believe finding the right relocation company is the key factor in moving efficiently. Having someone to understand your need and how they can take away part of your stress by giving you the correct information for a relocation is essential.

Q: How involved are you in the moving process of your customers?

A: I am very involved with the clients that I handle. From the moment I meet them until the day they are settling down. Most of the time clients want to meet with you and keep in contact. Knowing you are nearby makes them feel more assured.

I always believe if my client is happy at the end of the move, I will be a happier person.