Here There and Everywhere

Expat wanderer

Crown Relocation Marketing

I found this on my doorstep, as a neighbor is moving out:

And this is on the flip side:

I totally love it. Brilliant marketing.

First, it purports to be an apology for any inconvenience. How thoughtful, right? What great customer service, innoculating against negative perceptions by apologizing humbly in advance.

And, what a brilliant way to get attention and drum up customers. Wouldn’t you want a company who is so polite? So caring? After all, they start by apologizing for any inconvenience, before you turn the page over to read about the services they offer.

Last – no misspellings, uses good English, uses economical language and lots of white space. Well done, no annoyances, and leaves a positive impression.

I love it. Well done, Crown Relocation Services.

June 29, 2008 - Posted by | Customer Service, ExPat Life, Kuwait, Living Conditions |

11 Comments »

  1. really job well done!

    Comment by Amu | June 29, 2008 | Reply

  2. i think id appreciate that gesture the most, having lived in locations with constant construction work for 4 years.

    the drills. oh the drills.

    Comment by Mrm | June 30, 2008 | Reply

  3. Thats what I call successful marketing plan!

    Comment by Ansam | June 30, 2008 | Reply

  4. I think they have a very clever marketing director, Amu.

    Oh Mrm! You really made me laugh. And oh yes, those drills can drive you crazy.

    Ansam, I bow to your superior knowledge. I don’t really know that much about marketing commercial services, only that this caught my eye and gave me a grin.

    Comment by intlxpatr | June 30, 2008 | Reply

  5. That is very very cool. I’ve starred this post!

    Comment by N. | July 2, 2008 | Reply

  6. Glad you like the post, N.

    Comment by intlxpatr | July 2, 2008 | Reply

  7. We used crown to from the US and back when we lived in Hong Kong – they did a great job – I can see them creating something like this – they are a very thoughtful company – shame I can’t say the same about the company husband worked for because they layed him off after 7 years in Asia on our return! oh well

    Comment by sassiewords | July 5, 2008 | Reply

  8. Welcome, Sassie. So you are now back in Kuwait?

    Comment by intlxpatr | July 6, 2008 | Reply

  9. I have never had so much trouble in 20 years of dealing with international companies. As soon as they had my money, and signature on the contract to move my household effects I never heard another word from Crown Relocations.
    Then when some of my belongings went missing, again, no word at all. The simply sent insurance papers with no regard to further communication as to my belongings at all.
    They appear to condone a culture of irresponsibility within their own organisation.

    Comment by Warron | July 12, 2008 | Reply

  10. I can’t even count the number of times I have moved, Warron. Some moves are better than others. Things go missing. I am sorry you had such a bad experience; I find it fairly common.

    Comment by intlxpatr | July 12, 2008 | Reply

  11. Crown Relocations moved my household goods from Warsaw Poland on 18 December 2007, to Moscow Russia on 26 January 2008. I paid for additional Euro 4,000 for full replacement coverage with their CrownCare Transit Protection, declaring replacement amounts of valuables including a grand Petrof piano for Euro 19,000 (US $24,000).

    I chose Crown Relocation over other more competitive offers from regionals due to their advertised mobility services helping Expats to settle into their new environments, wanting to avoid any hassles dealing with Russian methods in case of any troubles. But as it turned out, due to their shenanigans, it took a lot of focus off my work having to deal with Crown related problems

    On delivery some pieces were missing, several furniture pieces were extensively damaged including the grand piano: main beam on the underside was jolted from the structure, soundboard and string supports cracked and dents and gouges on all sides of the cabinet. Fresh paint had been applied on the underside where it was obvious one of Crown’s workers tried to cover up the mishap.

    I filed a claim requesting replacement value of the piano (approx. $24,000) due to the extensive damage, claim number PLWAW/0001144/001. The surveyor reported that the piano would cost more to repair than to replace; however reported that the damage was “environmental” – meaning the condition was excluded from the Transit Protection Policy. Crown offered a $500 settlement to cover the “non-environmental” damage to the piano.

    Subsequently a renowned Russian piano expert submitted a report that disputed the possibility of environmental damage, demonstrating with pictures that the breaks in the piano were at the low tension (base strings) area closer to the structural damage, and that if it were humidity, would appear at high tension area, concluding that the damage was due to careless packing and handling, and estimated cost of repair was greater than replacement cost of $24,000 .

    Crown Relocations made a final settlement offer of $8500 – one third the cost of replacement and/or repair – based upon a ‘fudged report’ from a second Crown “expert” who never even showed up to look at the piano.

    I have refused the ridiculous settlement. Crown is no longer answering my emails.

    Comment by Tony Evers | January 6, 2009 | Reply


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