The moving industry has been undergoing several changes recently, which is largely due to technological advancements, changing demographics, and evolving consumer expectations. These changes are reshaping how moving companies operate and how they cater to their clientele.
One significant trend is the migration pattern favoring smaller towns and rural areas. Since the COVID-19 pandemic, young adults aged 25 to 44 have been relocating to these regions at unprecedented rates, reversing previous trends of urbanization. Approximately two-thirds of the population growth since 2020 has occurred in areas with fewer than one million residents. This shift is attributed to factors such as the rise of remote work and a desire for improved quality of life.
Technological integration within the moving industry is also on the rise. Companies are adopting artificial intelligence (AI) to enhance various aspects of their operations. This integration has led to a 4.5 percent reduction in accidents within the first three months of implementation.
Liability coverage remains a critical concern for consumers during relocations. Under federal regulations, interstate movers are required to offer two liability options: Full Value Protection and Released Value. Full Value Protection holds the mover accountable for the complete replacement value of lost or damaged items, whereas Released Value provides minimal coverage, typically at 60 cents per pound per item. This standard often leaves customers inadequately compensated for potential losses.
Addressing this issue, Let's Move, formerly known as Let's Get Moving in Canada, has introduced a more comprehensive protection plan. They offer coverage of 10 pounds per item at no additional cost, significantly surpassing the industry standard. Founder Tiam Behdar emphasizes the company's commitment to customer satisfaction, stating, "If we make a mistake, we have to fix it. We have to stand by it and stand by our service, stand by our reputation." This approach has contributed to maintaining high customer ratings across their locations.
Let's Move's business model further differentiates itself through centralized operations. The company manages marketing, sales, and customer service from a central hub, allowing franchisees to focus on service delivery and fleet management. This structure ensures consistency and efficiency across all locations. Behdar notes, "We have centralized the customer service department as well, so we manage all these 65 locations within one... under the same roof here."
Founded approximately 14 years ago, Let's Move began franchising in early 2023 and sold out all available Canadian franchise territories within nine months. This swift growth has propelled their expansion into the U.S. market ahead of schedule. These achievements have been recognized; Let's Move was honored with the "Emerging Franchisor of the Year" award in Canada after only two years of operation. Reflecting on this accolade, Behdar shared, "We've only been around for two years and we won that award... It was a really, really proud moment."
The moving industry in 2025 will be characterized by demographic shifts, technological advancements, and evolving customer expectations. Companies like Let's Move are adapting to these changes by offering enhanced protection plans and centralized operations, setting new benchmarks for customer satisfaction and operational efficiency.
