Basic Documentation Training

This course is designed to evaluated your knowledge of our basic documentation training videos.

Basic Documentation Training

At the beginning of the job, the customer must initial the following on the Bill of Lading...

  • Post Move Acknowledgements
  • Insurance Coverage
  • Movers' start time
  • Both Insurance Coverage and Movers' start time

The 3 items at the top of the Bill of Lading confirm:

  • 1 - The rate of service will never change, 2 - Rent-a-Son is only responsible for any liabilities discussed before the move, and 3 - Rent-a-Son will process payment for the move within 1 week of the move occurring.
  • 1 - The the rate of service does not change unless manpower changes, 2 - terms of carriage are printed on the front and back of the bill of lading, and that 3 - Rent-a-Son will process payment for the full amount of the service.
  • 1 - The customer is billed when the truck arrives on site, 2 - Rent-a-Son will not be liable for anything, 3 - The customer is charged for the full amount before the move happens and is either refunded or further billed if the job goes over/under estimate.
  • 1 - We will only go the locations listed on the Bill of Lading, 2 - Anything broken will be refunded to the customer, 3 - The customer is charged 2 business days after the move is complete.

By having the customer print their name and sign in the first section on the Bill of Lading....

  • It gives us the right to handle their belongings
  • Release us of all liability
  • Confirms that they are the owner
  • Confirms all supplies that are delivered on the job

Crew members write their names on the Bill of Lading for....

  • The time they arrive on site
  • The time they make contact with the customer
  • The time they arrive on site, unless it is earlier than the start time and the client cannot start earlier
  • The time they are supposed to start

Which of the following is NOT a Post Move Acknowledgement

  • Rent-a-son has completed my service
  • Rent-a-Son is no longer in possession of any of my items
  • I have completed a post move inspection and walkthrough and have no claims to report at this time
  • Rent-a-Son has provided me with an excellent service and I would like to share my feedback online

At the end of the job, all crew members sign out and have the customer initial for their total time when.....

  • The last piece on the truck is brought into the residents.
  • All items are verified to be in the customer's residents, everything is cleaned up, equipment is accounted for and the vehicle is ready to leave.
  • All Post Move Acknowledgements have been initialed.
  • The crew verifies the amount of money to collect for the job.

The Move Report....

  • Is to be signed by the customer.
  • Is always an accurate account of the job details.
  • Gives you the customer's credit card information
  • Provides you with details of the job, based on information provided by the customer.

You can tell if an estimate will go over or under estimate.....

  • By reviewing the loading and offloading times at each location on the Move Report and seeing how the move is adhering to these guidelines.
  • Reviewing the list of items on the Move Report to determine if this is accurate.
  • Determining how many items are to be packed with special supplies based on recommendations on the Move Report.
  • All the Above

On the Move Report, "drive time" indicates....

  • The estimated amount of time it takes to drive between all origin and destination locations once on site.
  • Total distance driven for the day, including to and from the office.
  • The drive time from the office to the first job site location.
  • The drive time from the last job site location back to the office.

By initialing the bottom of the Supply Order Form under "Delivered".....

  • The customer acknowledges that the supplies delivered is accurate.
  • The customer does not need to initial this unless supplies are used.
  • The customer acknowledges that all supplies will be used on their job.
  • The customer acknowledges that they want us to bring additional supplies and the crew will call the office to get these items delivered.

Under the section, Returned (Unused)......

  • The crew will list any supplies returned for disposal.
  • The crew will only list items that were not used, once the move is complete.
  • The client must initial this at the start of the job to indicate what they do not want to use.
  • The client only initials this section if any items are returned to the office.

If additional supplies are deliverd in the middle of the job, the correct procedure is to.....

  • Cross out the original supplies delivered and change to what was the total of all supplies now on site.
  • Fill out a separate Supply Order Form indicating the additional supplies sent.
  • Add a "+" to what what delivered, then write the amount, verify this with the customer and have them initial next to it.
  • Do nothing. The office has arranged this with the customer, so they know what is being sent.

By signing and dating the bottom of the Liability Release Form, the customer.....

  • Acknowledges that there is an inherent amount of risk in moving and Rent-a-Son cannot be responsible for such risks.
  • Does not need to be explained any further risks associated with the job.
  • Agrees to explain risks to the other members in their household.
  • Agrees to point out any liabilities to the crew while moving items has commenced.

If the crew notices similar liabilities that exist at multiple locations, they must....

  • Write the specific location where the liability exists
  • Have the customer initial the Liability Release Form again
  • Explain the risk to the customer again.
  • All the above.

Liability waivers must.....

  • Be signed on every job!
  • Be signed if the job seems risky.
  • Be signed on every job, with exception of pack jobs (unless you are packing broken items).
  • Have initials beside each applicable liability, but a detailed explanation is not important to write unless the customer does not fully understand the risk.

If I am ever unsure that a customer understands the risk I am explaining to them, I must.....

  • Do not need to do anything, since the Liability is already acknowledged by the customer's initials.
  • Call an Operations Manager to have them help explain this to the customer.
  • Not add it to the liability waiver until the end of the job.
  • Tell the customer you will only undertake the risk if they give you more money.

The following is an acceptable statement to write under the liability waiver of Tight Access.....

  • "All large items moved out/in of basement at origin and destination".
  • "_____________________________________________________________________".
  • "At origin".
  • "Couch, dresser, reclining chair, and fridge".

Liability waivers must be presented to and initialed by the customer.....

  • After you have undertaken a risky situation.
  • Only once the liability has been discussed with an Operations Manager.
  • Before you undertake any risks.
  • Only at the beginning of the job, while doing a walkthrough.

If a client refuses to initial a specific liability pointed out, I must....

  • Continue performing the risky behaviour, as I am an amazing mover and won't cause damage anyways.
  • Inform them that in order to continue to carry out their move, we will have to charge them more money, as the risk they refuse to acknowledge is too great and will inevitably costs us in damage claims.
  • Tell the customer that you cannot continue engaging in such a risky behaviour and that you are going to call your Operations Manager to figure out the next steps.
  • Tell the customer you will engage in the risky behaviour last, once the entire residence is cleared, since this will minimize the risk.

If I am ever in a risky situation, but unsure of the liability to get initialed.....

  • Do not undertake the task.
  • Call an Operations Manager for further guidance.
  • Call one of the Senior Moving Foreman for advice.
  • Tell the customer you are unsure of the risks associated with their job.