The specialists applauded
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It would be appropriate this week to call for three hearty cheers for the furniture removing industry. Sometimes regarded by general hauliers as amateurs in the business of road transport, the furniture men have recently emerged with flying colours from a survey by the Consumers' Assoctation. And not for the first time; in 1961, the CA carried out a similar survey with similar results.
Why should the furniture men come out with such a high rating as they have in this month's Which? Is it because they have specialized in one segment of the transport market, developed techniques and trained their staffs to handle precious cargoes of personal effects and offered a very. personal service? Although there is not scope for such a personal contact in other sectors of the industry, nevertheless the principle of a tailored service is a good one for operators to follow.
How many operators can boast that their customers show "general satisfaction amounting, in some cases, to almost affection"? This is the image which the furniture removers have maintained since 1961. In these times when the transport industry generally is criticized by officialdom and public alike, the tribute paid by CA to this one small section is more than welcome.
It would be strange indeed if, following such a survey, some criticism could not be levelled at the subject of the investigation. The furniture removers,' and particularly NAFWR, are criticized on the grounds that their conditions of contract are biased in favour of the carrier. Nevertheless, Which? has to admit that 70 per cent of the customers who asked that the conditions be changed in some respect were accommodated. No doubt this flexibility has gone a long way to earning the "affection" of their customers.