Two Small Men Staff Spotlight: How Kristin S. Helps Calgary Customers Move with Confidence

It's common place for people to be in lousy moods when they get in touch with a moving company. They're stressed and there's a big life change looming. They may be trying to move last minute or they have a house full of possessions and furniture they just don't know what to do with.

The point is, we get it. And at the Two Small Men Calgary office, Kristin S. gets it too. For more than two years now, this move coordinator has been the friendly voice on the line doing her all to help clients relax and stop stressing about their upcoming move.

You won't see Kristin on one of the trucks and she won't be showing up to pack your things, but she will likely be your first point of contact when you reach out to Two Small Men in Calgary.

"I book moves and take calls," Kristin says. "I help people plan their moves, help them figure it out, send them quotes, and book them in."

It may sound simple but the job entails project coordination, problem solving and dealing with people at the end of their rope. A newcomer to the moving industry, Kristin had previously worked as a barista before joining the company, and while that may sound completely unrelated, she says both roles have more in common than you may think.

"The customer service piece—that's the big thing," she says. "Some people who haven't had jobs in customer service can kind of struggle with that. For me, that was never a struggle because I've been doing it my whole life."

A true Calgarian through and through, Kristin is a graduate of the University of Calgary where she majored in Greek and Roman Studies and minored in German. In her role at Two Small Men, she was able to use this background to better serve clients. One in particular was amazed at her fluency in German.

"He was like, 'Wow, you just said that perfectly,'" she recalls.

Because of that organic icebreaker, Kristin was able to engage in a more personal conversation with the client where they chatted about culture and language, as well as moving, of course.

"If they're German or Greek or something, I try to put that in if I can, because then it's a little more personal and a little less just, 'All right, so when do you want to move?'"

And while she may not have worked in the moving industry, she's certainly familiar with moving. In her adult life, Kristin has bounced around between houses and apartments in Calgary, giving her a better appreciation of what goes into coordinating a move. After starting at Two Small Men, she realized that it's almost always better to move with the pros.

"Since working here, I have gotten the movers to come help me and that's been really nice because my family doesn't have to do it. It's a lot to do by yourself and even with family," she says.

Kristin often gets a lot of the same questions when people reach out, but one stands out as the leader of the pack.

"How much do you charge?"

It's obviously top of mind for clients and a totally reasonable question to ask. But the answer is different for each move.

"That's kind of like asking what a coffee costs. Are you getting a small drip coffee or are you getting a venti frappuccino?" she says. "The details matter."

Because no two moves are the same, Kristin and other move coordinators need to establish the size of the home, the distance that will be travelled and other considerations before coming up with an estimate. The more details the client can offer, the more accurate the estimate will be.

Ultimately, Kristin's job is more than just booking moves. Anyone can quote prices but giving someone peace of mind is a special skill.

"I want people to feel like they've had a proper and thorough and professional experience," she says.

Ideally, when people get off the phone after a call with Kristin, she wants them feeling good about their upcoming move.

"As opposed to getting off and feeling uneasy."

And when the move coordinator on the other other end of the line is as poised and collected as Kristin, it would be hard not to feel reassured.