1. Welcome & Getting Started

The company performs mostly local moving work. Some moves may be intrastate, meaning the move stays within the same state but may still require several hours of travel. Long-distance moves across state lines may also happen, but they are less common.

This is professional moving work, not just simple loading and unloading. Contractors are expected to understand that moving includes protecting furniture, wrapping items, disassembly, reassembly, placing items where the customer wants them, handling materials properly, keeping the truck clean, and treating the job seriously from start to finish.

What Kind of Contractor Does Well

The contractors who do best are honest, respectful, reliable, and straightforward. They show up prepared, follow instructions, communicate when needed, and do not create unnecessary problems. The company values people who can keep things simple, work consistently, and use common sense in the field.

Opportunity

More opportunity is based on performance, trust, and responsibility. A helper may earn more opportunities by becoming reliable enough to move toward driving. Drivers may have commission opportunities that riders do not. Strong drivers and leads can earn more trust by keeping the job, crew, truck, and process organized.

2. Company Expectations & Field Accountability

The company and the crew are expected to work together. Contractors should treat customers professionally, but they should stay aligned with the company’s process. The customer is not the one assigning future work, setting the schedule, or deciding how company procedures should be handled.

Contractors should not make side deals, skip fees, give unauthorized discounts, change billing, or put their work opportunities at risk trying to please one customer. If a customer pressures the crew or disagrees with something, the correct response is to stay professional and involve management when needed.

Respect and Professionalism

Respect goes both ways. The company expects to treat contractors with respect and expects that same respect in return. Disrespect toward management, dispatch, office staff, customers, or other crew members is not acceptable.

This includes ignoring messages, not returning calls, getting an attitude, arguing, or creating tension when something could have been discussed professionally. If there is a concern, it should be communicated clearly and calmly.

Honesty

Honesty is one of the most important expectations. Crews may be trusted with start times, stop times, fees, materials, services, job details, customer signatures, and payments. Because those things affect the company, the customer, and the final bill, they must be handled correctly.

Dishonesty with time, fees, payments, job details, or app activity can lead to loss of trust, penalties where allowed, loss of work opportunities, or termination. The correct way to make money is to follow the process and stay honest.

Field Accountability

Contractors should understand that field activity can be reviewed. App activity, location activity, truck activity, added fees, deleted items, notes, and job changes may all be visible to management. The purpose is accountability and making sure the job is handled correctly.

3. App, Job Notifications & Accepting Work

Drivers and foremen are responsible for using the SmartMoving Crew App. Regular crew members who are not set up as drivers or foremen may receive job information through text and email instead.

The app is used to manage important job steps in the field. This includes marking En Route, marking Arrived, starting the job, entering the correct start time, adding materials or services, stopping the job, collecting signatures, and closing the job out correctly.

Why App Steps Matter

App steps are not just buttons to click through. They affect the job record, customer updates, billing, accountability, and how the company tracks the job. Marking En Route is important because it sends important updates connected to the move and helps show that the crew is on the way.

Start times, stop times, signatures, materials, and closeout steps should be handled carefully. Guessing later, skipping steps, or making changes without following the process creates problems.

Job Notifications and Schedule Changes

Scheduled days may be sent by text and email. The job information may only show the first job of the day. That does not always mean it is the only job for that day.

More work may already be scheduled or may be added later. When a contractor confirms availability for a day, they are confirming they are available for that day if the route changes or work is added. Contractors should not assume they are done early just because only one job is visible at the start of the day.

Availability

If availability changes, proper notice is expected. Once the company schedules work based on someone’s availability, the contractor is expected to show up, communicate properly, and handle the commitment professionally.

4. Field Procedure, Trucks & Professionalism

Before leaving for the first job, the driver or foreman should check the truck, materials, equipment, tools, fuel, and job details. Any issues should be documented before the route starts.

Truck Check

If the truck is dirty, missing equipment, missing a lock, damaged, or not ready for the day, the issue should be documented with pictures and sent to management before cleaning or leaving. This protects the crew from being blamed for something caused by a previous crew.

Materials, Tools, and Gas

Drivers are responsible for checking the job details and making sure the needed materials are brought for the day. This may include shrink wrap, tape, blankets, dollies, boxes, straps, and other job materials.

Drivers are also responsible for bringing their own tools needed for assembly-related work. If the job requires disassembly or reassembly, the crew should be prepared. Trucks take gas only, not diesel, and fuel instructions should be followed carefully.

Professional Appearance and Behavior

Company shirts should be visible to customers. If a jacket is being worn, the shirt should still be visible. Customers should be able to clearly identify who is there for the move.

Contractors should avoid standing around where customers can see them. Even if there is a reason for a pause, it can look like wasted time and may lead to complaints or billing disputes. Contractors should stay productive, professional, and aware of how the job looks to the customer.

Customer Boundaries

Customer information is only for business related to the move. Contractors should not contact customers after a job for personal reasons, side work, flirting, or anything unrelated to the move. Customers may find that disturbing because the crew had access to their home and personal information.

Contractors should also remember that the customer’s home is not their own. If a restroom is used, it should be left the way it was found. If the customer offers something, that does not mean the crew should help themselves later.

Handling Issues in the Field

If a customer asks for something that may create a problem, the crew should not argue, complain, refuse in a way that upsets the customer, or make an unauthorized decision. The issue should be brought to management so it can be handled through the correct process.

5. Getting Paid, Penalties & Accountability

Pay is handled weekly. The pay period runs Sunday through Saturday, and payment is made the following Thursday for the previous week worked. Contractors should understand the pay schedule before expecting payment.

What Pay May Include

Contractors may be paid for time spent on the job, certain flat-fee items, approved rental truck pickup or drop-off time, local drive-time flat amounts, long-distance drive time based on GPS, approved cleaning fees when properly documented, upcharges, and referral opportunities.

Local drive time is generally handled as a flat amount added to the job. Some drives may be short, and some may be longer, but the flat amount is handled the same way. Long-distance drive time is different and is based on GPS time there and back.

Commission and Upcharge Opportunities

Additional services, materials, junk removal, or referral opportunities may create ways to earn additional money. Those opportunities must be documented and processed correctly through the company. Side deals, separate payments, undocumented charges, or unauthorized billing changes are not acceptable.

Derogatory Marks and Penalties

Derogatory marks are used to document mistakes, repeated issues, and problems that affect the company, the customer, the schedule, the truck, or trust. The company is not trying to make money from mistakes, but mistakes that create costs or repeated problems will be documented and handled.

Issues such as being late, not closing jobs properly, uniform problems, missing tools, missing materials, dirty trucks, no-shows, side work, unauthorized billing changes, stealing, and at-fault truck damage can affect future work, create penalties, lead to suspension, or result in termination depending on the situation.

Repeated Small Issues

Small issues can become serious when they repeat. A contractor who repeatedly ignores messages, forgets app steps, leaves trucks dirty, misses details, or creates unnecessary problems may receive less work because trust is being damaged.

Contractors who want more opportunity should stay reliable, follow the process, communicate professionally, protect company property, and handle jobs honestly from beginning to end.