Q: What is the annual market size of the U.S. moving industry?
A: Approximately $18 billion.
Q: What is the average growth rate of the moving industry per year?
A: Around 4–5% per year.
Q: What are the primary drivers of growth in the moving industry?
A: Population mobility, corporate relocations, and real estate market dynamics.
Q: What are the key trends currently influencing the moving industry?
A: Technological integration and sustainability.
Q: Define a moving broker and describe their primary role.
A: An intermediary between the customer and moving companies, connecting customers with motor carriers.
Q: List two services provided by moving brokers.
A: Offering quotes and scheduling moves.
Q: What are the limitations of using a moving broker?
A: Limited control over the actual move and the motor carrier’s service quality.
Q: Define a motor carrier and describe their role in moving.
A: A company that physically moves goods, owning/using trucks and labor for loading, transport, and unloading.
Q: What is the difference between local and long-distance movers?
A: Local: within a metro/region. Long-distance: interstate/long-haul across state lines.
Q: What regulations must motor carriers adhere to?
A: Maintain a current USDOT in FMCSA records and comply with federal/state safety, maintenance, and driver rules.
Q: Define freight forwarders and their role in the moving process.
A: They coordinate transport using carriers but don’t handle goods directly; similar to brokers.
Q: What do household goods carriers specialize in?
A: Moving household items only (HHG); they legally cannot move general freight/commercial goods.
Q: What is the mission of the FMCSA?
A: Prevent CMV-related fatalities and injuries via regulations, inspections, and safety programs.
Q: What does the USDOT number signify?
A: A unique ID for companies operating commercial vehicles interstate; required for compliance.
Q: What is the purpose of the MC Number?
A: FMCSA authority for for-hire interstate carriers; confirms safety and insurance requirements.
Q: What should you check to verify the authenticity of a moving company?
A: FMCSA licenses, reviews/ratings, references, and (if possible) physical facilities.
Q: How can you distinguish between a moving broker and a motor carrier?
A: Brokers arrange; carriers physically move. Verify via FMCSA using the company’s USDOT.
Q: What is a binding estimate and how does it benefit the customer?
A: Guarantees the total cost; final bill cannot exceed the estimate.
Q: Explain a non-binding estimate and its potential downside.
A: A best guess; final bill may increase with actual weight/volume.
Q: What is a binding not-to-exceed estimate?
A: Final cost won’t exceed the estimate and may be lower if actuals are less.
Q: How are hourly rates typically used in moving services?
A: Time-based charges, commonly for local moves.
Q: What is released value protection and what does it cover?
A: Basic coverage at $0.60 per pound per item; free and minimal.
Q: How does full value protection differ from released value protection?
A: FVP covers repair/replacement at full value (typically 3–5% of declared value); RVP is minimal.
Q: What is a bait-and-switch moving scam?
A: A low initial estimate that’s raised drastically during/after the move.
Q: Describe the “holding hostage” scam.
A: Movers demand extra payment before delivery, refusing to deliver until paid.
Q: Why is it important to verify licenses and insurance?
A: Ensures legitimacy, reliability, and safety.
Q: What are the key responsibilities of movers?
A: Care for items, liability for damage, and timely delivery.
Q: What should customers provide for an accurate estimate?
A: A complete and accurate item list (inventory).
Q: Name three responsibilities of customers during a move.
A: Provide accurate inventory, prepare items, and fulfill payment obligations.
Q: What is the role of a service contract in a moving agreement?
A: Defines scope, costs, terms, cancellations, and dispute resolution.
Q: What key elements should be in a service contract?
A: Services detail, cost breakdown, cancellation policy, and dispute process.
Q: How does the FMCSA contribute to commercial vehicle safety?
A: Enforces safety, driver qualifications, and operational standards.
Q: What does the acronym MC stand for?
A: Motor Carrier.
Q: What type of moving service handles international relocations?
A: Specialized international movers/global logistics companies.
Q: How does sustainability influence modern moving?
A: Recycled packing materials, fuel-efficient vehicles, and eco-friendly practices.
Q: What technological advancements affect the moving industry?
A: Digital booking, tracking, and move management tools.
Q: What should you look for in reviews and ratings?
A: Reliability, reputation, and complaints history.
Q: Why ask for references from a moving company?
A: To validate reputation and reliability.
Q: How can you spot fake reviews online?
A: Look for inconsistencies and rely on reputable platforms.
Q: Why is a detailed cost breakdown important?
A: Transparency on charges and avoiding surprises.
Q: What are the advantages of a binding not-to-exceed estimate?
A: Cost certainty with potential savings if actuals are lower.
Q: Describe one preventive measure to avoid moving scams.
A: Verify licenses and insurance via FMCSA and regulators.
Q: When was Rio Moving founded?
A: September 2021.
Q: What was Rio Moving’s initial focus?
A: Moving broker services in the DMV (DC, Maryland, Virginia).
Q: What milestone did Rio Moving achieve in December 2022?
A: Expanded to 50+ locations across the USA.
Q: How did Rio Moving’s revenue change since inception?
A: From $3,000 to $35,000 monthly in three years.
Q: Did Rio Moving use equity investment to grow?
A: No.
Q: What is Rio Moving’s mission?
A: Transition from broker to leading interstate motor carrier across 75+ locations with competitive pricing and strong support.
Q: What is “Labor Only” at Rio Moving?
A: Professional moving labor when customers rent their own truck or move within close proximity.
Q: Who is ideal for “Truck & Labor”?
A: Customers wanting full-service, end-to-end moves.
Q: What is Rio Moving’s geographic scope?
A: Nationwide (United States).
Q: Which demographics does Rio Moving serve?
A: Households, renters, homeowners, and businesses.
Q: What are expected annual industry growth rates?
A: 4–5% per year.
Q: What trends affect the moving industry?
A: Technology integration and sustainability focus.
Q: What is one industry challenge?
A: Operational complexity or seasonal demand.
Q: Which companies partner with Rio Moving for truck rentals?
A: U-Haul, Budget, Enterprise Truck Rental, and Penske.
Q: What benefits come from these partnerships?
A: Options, competitive pricing, reliability, and consistent truck availability.
Q: What are Rio Moving’s strategic goals?
A: Lead U.S. service nationwide, reach $1M+ annual revenue; expand to Canada/UK by 2027 and to Australia/NZ/India by 2028.
Q: What is the objective of the 24/7 AI Virtual Call Assistant?
A: Provide round-the-clock support.
Q: Who is the CEO of Rio Moving?
A: Rayburn Rozario.
Q: Who is Rayburn Rozario?
A: CEO who built the company; seasoned digital marketer supporting firms like Boston Mechanics, Alrgorip, and Dun & Bradstreet; built systems driving inbound leads and reducing sales costs.
Q: Which regulations does Rio Moving comply with?
A: Local, state, and federal transportation/customer service regulations.
Q: Which solution fits a full-service experience?
A: Truck & Labor.
Q: Which service suits renters with their own truck/local help?
A: Labor Only.
Q: Name a competitive factor in moving.
A: Pricing, service quality, or technology adoption.
Q: Benefit of Rio Moving’s cost-efficient outsourced support?
A: Lower costs with top-tier service and higher crew pay.
Q: What is base pay for crews?
A: $60/hour with a 2-hour minimum (3-hour minimum in California).
Q: How many people are included in base pay?
A: Two: Crew Lead and Helper.
Q: How much must a Crew Lead pay their Helper?
A: Rio Moving does not interfere.
Q: Types of truck compensation?
A: Owner truck: flat $100. Rented truck: per receipt + gas + 10% appreciation bonus.
Q: What is the truck appreciation bonus and who gets it?
A: A 10% bonus on rental truck invoices; applies to rental trucks only.
Q: What does “own truck” reimbursement cover?
A: Truck cost, miles, gas—everything—via the flat $100.
Q: Pay for an additional helper?
A: $30/hour.
Q: How are long-distance crews paid?
A: Flat rate per internal calculations.
Q: Must-have items for every crew?
A: A helper, a dolly, basic tools, at least 6 blankets, and ability to rent/drive a box truck.
Q: Acceptable truck rental brands?
A: U-Haul, Penske, Budget, Enterprise.
Q: Red flags for movers?
A: No-show, no response, asking for advance payment, ghosting.
Q: What if a crew asks for more pay?
A: Increases depend on jobs completed (≥50) or tenure (≥1 year).
Q: What does the crew get for last-minute cancellations?
A: Truck rental compensation plus appreciation bonus.
Q: Where should crews rent trucks?
A: Closest to pickup or drop-off; keep miles within 10–15.
Q: When is a travel fee paid to crews?
A: When traveling more than 50 miles.
Q: Mode and timing of crew payment?
A: Direct Deposit; up to 48 business hours (often same day).
Q: What is OTP and how is it used?
A: One-Time Password from the customer upon arrival; entered in the loading app.
Q: When does the job clock start and end?
A: Starts when OTP is received; ends upon unloading link submission.
Q: What is paid for driving to the customer?
A: Nothing extra. Own truck covered by $100 flat; rental trucks earn 10% appreciation bonus.
Q: How is fuel paid?
A: Per gas receipt; fuel surcharges from the rental company are split 50/50.
Q: What if a crew rejects a job?
A: Offer it to the next closest crew.
Q: Can you onboard crews without truck access?
A: No.
Q: If a crew uses the truck for personal jobs, how is reimbursement calculated?
A: Miles by Google Maps between customer locations; 7 mpg for fuel.
Q: How to know a crew’s pay?
A: Check notes in the crew name sheet.
Q: Max flat reimbursement for a rental truck if requested?
A: $100.00
Q: When to incentivize a crew?
A: For last-minute runs or extra travel beyond standard ranges.
Q: Three key dispatch KPIs?
A: 0% cancellation, 5-star reviews, high average job revenue.
Q: When to offer crews a travel fee?
A: When they travel >50–60 miles (CA: >35 miles).
Q: How should you assign a crew?
A: Call to confirm availability, text details, and get confirmation.
Q: If a crew doesn’t answer calls?
A: Leave a detailed voicemail and follow up by text.
Q: What happens in an introduction call?
A: Introduce coordinator, confirm details, explain arrival window, standards, and extra hours.
Q: When to make the introduction call?
A: Three days before move day.
Q: Why make the introduction call?
A: Set expectations early.
Q: What if a customer is approved last minute?
A: Set expectations immediately; ask for time flexibility due to back-to-back jobs.
Q: Discounts for delayed crew arrival?
A: None; if very pushy, consider prorating extra hours on 2-bedroom+ moves.
Q: Which “Job Tracking Sheet” sections to update pre-move?
A: Everything except start/end times and live on-job updates.
Q: How is a crew selected?
A: Nearest available crew to pickup or drop-off is primary.
Q: How many backup crews per job?
A: Two.
Q: Info difference sent to primary vs. backup?
A: Primary: full details. Backup: city/ZIP only and told it’s last-minute if needed.
Q: If primary backs out and backups unavailable, what’s the resolution?
A: Reschedule per availability or cancel and refund in full.
Q: What is a “Move Coordinator” email/text?
A: Provides day-of POC and schedules the introduction call.
Q: How should text messages be used?
A: Follow-ups and written records with customers and crews.
Q: What is Zelle?
A: A peer-to-peer payment app (like GPay/PhonePe).
Q: What are ACH and RTP payments?
A: Bank transfers—ACH (2–3 days) and RTP (instant).
Q: How are crews onboarded into the system?
A: They complete digital onboarding forms, provide ID verification, and pass an interview before being added to the job dispatch network.
Q: Can a crew bring additional helpers on their own?
A: Yes, as long as they inform dispatch beforehand and maintain agreed quality standards.
Q: What safety measures are required during moves?
A: Crews must use proper lifting gear, wear safety gloves, and ensure the truck is secured before transport.
Q: What happens if a crew damages customer property?
A: The claim is investigated and resolved via Rio Moving’s damage policy, depending on crew fault or insurance coverage.
Q: What should a crew do if the customer refuses to pay for extra time?
A: Document the situation in the app, take photos, and report it to dispatch immediately.
Q: What is the minimum required equipment for every truck?
A: Dollies, straps, blankets, and toolkits for basic disassembly and reassembly.
Q: Are customers required to provide packing supplies?
A: Yes, unless they request full-service packing through Rio Moving.
Q: Can customers book packing services separately?
A: Yes, packing and unpacking can be booked as standalone services.
Q: What are acceptable payment methods for customers?
A: Credit/debit cards, ACH transfers, or company-approved links through the CRM.
Q: What should a coordinator check before job assignment?
A: Crew distance, equipment availability, and prior ratings.
Q: How are negative reviews handled?
A: Dispatch follows up with both the customer and crew to investigate and apply resolution steps.
Q: When is customer payment captured?
A: At booking or before dispatch confirmation, depending on the service tier.
Q: What is Rio Moving’s refund policy?
A: 100% refund for cancellations at least 48 hours in advance.
Q: What happens for last-minute cancellations (within 48 hours)?
A: A cancellation fee applies, typically covering the minimum 2-hour charge.
Q: Can crews charge tips directly?
A: Yes, customers may tip in cash or add it via payment link.
Q: Is tipping mandatory?
A: No, but encouraged for excellent service.
Q: How does the AI Call Assistant assist dispatchers?
A: It handles lead intake, provides instant estimates, and books appointments 24/7.
Q: How does the AI Assistant interact with customers?
A: It answers FAQs, schedules jobs, and confirms bookings automatically.
Q: Can the AI Assistant route calls in Spanish?
A: Yes, it auto-detects language and transfers to the Spanish support line if needed.
Q: What CRM does Rio Moving use for operations?
A: GoHighLevel.
Q: What data does GoHighLevel store for each lead?
A: Name, phone number, email, address, requested service, and source.
Q: How are follow-up messages automated?
A: Through GHL workflows that trigger texts and emails based on lead status.
Q: What happens after a lead fills out a form?
A: They are contacted instantly by AI or human staff for booking confirmation.
Q: How are missed calls handled?
A: Automatically followed up via SMS or AI call-back sequence.
Q: Can Rio Moving handle same-day jobs?
A: Yes, depending on crew and truck availability.
Q: What are standard operating hours?
A: Crews operate 8 AM – 8 PM, though AI support runs 24/7.
Q: What factors determine quote accuracy?
A: Job size, distance, access issues, and requested services.
Q: How can customers verify crew identity?
A: Through the job confirmation message and crew photo in the Rio app.
Q: What is “Dispatch Board” used for?
A: Real-time management of all booked, assigned, or pending jobs.
Q: How are dispatchers notified of new leads?
A: Via Slack or GHL notifications in real time.
Q: How can dispatch prevent double booking?
A: By syncing GHL calendar with all crew schedules.
Q: What happens if weather delays a move?
A: Dispatch coordinates with both parties to reschedule without penalties.
Q: Can customers track crew arrival?
A: Yes, through live GPS tracking links once crews are on the way.
Q: How are large interstate jobs handled?
A: Managed through dedicated long-distance partners and internal routing team.
Q: Does Rio Moving offer insurance options?
A: Yes, customers can opt for basic or premium coverage during booking.
Q: What is covered under premium insurance?
A: Damage to furniture, lost items, and truck accident-related loss.
Q: How does the claims process work?
A: Customers submit photos and claim forms; reviewed within 5–7 business days.
Q: What training do crews receive?
A: Safety procedures, customer communication, and truck operation.
Q: How are crew ratings maintained?
A: Through post-job customer feedback and coordinator audits.
Q: What is the standard rating threshold for active crews?
A: Minimum 4.5/5 to remain eligible for new jobs.
Q: What happens if a crew’s rating drops?
A: They’re temporarily paused for review and retraining.
Q: How does Rio Moving ensure consistency across cities?
A: Standardized onboarding, pricing, and SOPs for all markets.
Q: Which U.S. states does Rio Moving currently serve?
A: All 50 states, with high volume in California, Texas, and Florida.
Q: Is Rio Moving expanding internationally?
A: Yes, Canada and the U.K. are next markets (2027 goal).
Q: What is the target revenue milestone for 2026?
A: $1 million+ annual revenue.
Q: What are Rio Moving’s key marketing channels?
A: Google Ads, Meta Ads, and AI-powered reactivation campaigns.
Q: How does Rio Moving use AI in marketing?
A: To follow up with dormant leads and optimize ad performance.
Q: What are the benefits of AI over manual booking?
A: Faster response, no missed calls, and 24/7 lead conversion.
Q: Does Rio Moving integrate with payment gateways?
A: Yes, Stripe and Lafise integrations are supported.
Q: How does the payment link system work?
A: Clients receive a “Pay Now” link via WhatsApp or email.
Q: Are clients redirected to third-party payment pages?
A: No, payment happens inside Rio’s secure CRM environment.
Q: Can customers receive invoices automatically?
A: Yes, invoices generate and send after each completed job.
Q: What reports are generated weekly?
A: Job volume, revenue, crew performance, and cancellation rates.
Q: How does dispatch measure performance?
A: Using metrics like on-time rate, completion rate, and customer satisfaction.
Q: What is the expected job completion rate goal?
A: 98% or higher.
Q: What is the average cancellation rate target?
A: Below 2%.
Q: What internal systems connect to GHL?
A: Make.com automations, Jobber, and Slack for notifications.
Q: What happens when a call is declined in GHL?
A: The call rolls over to the next available team member.
Q: How does Rio Moving track missed calls?
A: Missed calls automatically create tasks or follow-up SMS.
Q: What happens when AI doesn’t know an answer?
A: It flags the query to support staff for human review.
Q: How does Rio Moving ensure secure data management?
A: Through encrypted CRM storage and role-based access control.
Q: Who can access customer payment data?
A: Only finance and admin staff with security clearance.
Q: What communication channels are used for support?
A: Phone, SMS, WhatsApp, and email.
Q: What happens if WhatsApp messages fail?
A: System retries via SMS fallback.
Q: Are messages A2P verified?
A: Yes, through GHL’s registered A2P number.
Q: What are Rio Moving’s branding guidelines?
A: Consistent logo usage, brand blue color, and professional tone in all materials.
Q: Can crews represent the brand outside Rio’s network?
A: No, unauthorized representation is not allowed.
Q: How are partnerships approved?
A: Via formal agreement reviewed by management.
Q: Does Rio Moving hire subcontractors?
A: Yes, but all must meet company standards.
Q: What is Rio Moving’s main differentiator?
A: Reliable crews, transparent pricing, and AI-driven efficiency.
Q: What are Rio Moving’s customer service principles?
A: Transparency, accountability, and proactive problem-solving.
Q: What’s the refund timeline after cancellation?
A: 3–5 business days.
Q: What’s Rio Moving’s slogan?
A: “Moving Made Effortless.”
Q: Can customers reschedule after booking?
A: Yes, at least 24 hours in advance.
Q: How can customers contact the team?
A: Via [email protected] or through the chat widget on the website.
Q: What happens if a customer’s move takes longer than expected?
A: Additional hours are billed at the same hourly rate.
Q: Are overnight storage options available?
A: Yes, for an additional daily rate.
Q: What time window do customers receive for arrival?
A: Standard 2-hour arrival window.
Q: Can customers track job progress live?
A: Yes, through the Rio app or web portal.
Q: How are receipts delivered?
A: Automatically emailed after payment completion.
Q: What forms of ID do crews need?
A: Valid driver’s license and SSN or equivalent.
Q: How long does crew verification take?
A: Typically 1–3 business days.
Q: Can crews operate multiple cities?
A: Yes, if approved and rated above 4.8.
Q: What’s Rio Moving’s core mission?
A: To simplify moving through technology and trustworthy service.
Q: What’s the long-term company vision?
A: To become the most recognized AI-driven moving company globally.