Two Small Men Staff Spotlight: Paul K. — Listening First, Helping Customers Move Forward

The most important part of customer service is listening. For Toronto Two Small Men move consultant Paul K., listening is absolutely crucial. He works in one of the biggest markets in Canada helping people get through one of the biggest changes they will ever experience in their lives.

The moves themselves might all be different and unique but his approach stays consistent

"No strategy," Paul says with a laugh. "Just active listening."

This might sound obvious but Paul has learned from years of experience in sales and the moving industry that customer satisfaction ultimately comes from feeling heard and understood.

"We organize and consult on moving preparations," he explains. "But mostly I like hearing what other people are saying. Different stories, different situations, different walks of life."

Hailing from Toronto originally, Paul worked for another moving company before joining Two Small Men so the job transition was pretty easy. He was well aware of the logistics, questions and concerns related to moving. He was also bilingual, which made him a unique and valuable asset for the company. He may gave grown up in Toronto but but his youth was spent in French-language schools at the insistence of his European parents.

"My parents were a little bit adamant that I spoke French," he says.

Now fully bilingual, Paul is able to navigate through many Canadian markets that others can't. It's just one more way for him to meaningfully communicate with clients. That kind of communication can mean a lot when it comes to alleviating anxieties and stress related to moving.

One lesson he's learned over the years is that every customer has something they're worried about. Sometimes it's an entire household. Sometimes it's a single item. And while some people may be fully prepared for their move and not overwhelmingly stressed, from Paul's experience, there's always at least one thing that clients will worry about. There's one that stands out in his mind when prodded.

"All she was worried about was the TV," he remembers. "She kept saying, 'Please don't break my TV.'"

And of course, the TV was well taken care-of.

"Nothing happened to the TV, so she was super happy."

It's these moments that remind Paul of the importance of hiring professional movers. It's one thing to pack up and move a small apartment but when families are involved along with their valuable and irreplaceable possessions, nothing should be left to chance.

"They want someone they can rely on," he says.

Paul sees no end in sight to his tenure with Two Small Men. He says he wants to grow along with the company and explore business development and other opportunities down the road. For the moment being, however, he just wants to keep helping clients by listening.