How COVID-19 Is Reshaping the Moving Industry

Two weeks ago, most moving company owners were prepping for peak season. Today, you're fielding calls from customers asking if you're even allowed to operate. The moving industry has been classified as essential in most states, but "essential" doesn't mean "business as usual."

Here's an honest look at what's changing, what's temporary, and what might be permanent.

Are Moving Companies Considered Essential Businesses?

Yes, in nearly every state. The Department of Homeland Security's Cybersecurity and Infrastructure Security Agency (CISA) guidance lists transportation and logistics — including moving services — as essential critical infrastructure. Most state-level stay-at-home orders have followed this classification.

That said, "essential" comes with expectations. Customers, employees, and local authorities expect movers to follow safety protocols. Operating without visible precautions isn't just risky — it's a fast track to negative reviews and potential regulatory action.

What's Happening to Moving Demand Right Now?

It depends on the segment. Here's what we're seeing across the industry:

Local residential moves — Down 20-40% in most markets as of mid-March. People who can delay are delaying. But lease expirations, home closings, and evictions don't pause for a pandemic. There's still a baseline of must-move customers.

Long-distance and interstate — Mixed. Some corridors are seeing increased activity as people relocate closer to family or leave dense urban areas. FMCSA hasn't restricted interstate moves, though some van lines have adjusted policies on multi-stop loads to reduce cross-contamination risk.

Commercial and office moves — Largely frozen. With most offices closed, corporate relocations and office moves have been postponed indefinitely. If this is a major revenue stream for you, diversification becomes urgent.

Military and government — The Department of Defense initially paused PCS (Permanent Change of Station) moves in mid-March but has been issuing waivers. This segment will fluctuate with military policy decisions.

How Are Customer Expectations Shifting?

Three immediate changes in what customers want:

Contactless estimates. In-home surveys were already declining as video and photo-based estimating tools improved. COVID has accelerated this by years. Customers now actively prefer virtual surveys — they were convenient before, they're necessary now.

Visible safety measures. Customers want to see gloves, masks, sanitized equipment, and crews who maintain distance when possible. Several large van lines have already published COVID-specific safety protocols and are marketing them prominently.

Flexible scheduling. With so much uncertainty around closing dates, lease terms, and personal health, customers need more flexibility on move dates. Companies with rigid scheduling and heavy cancellation fees will lose business to those willing to accommodate.

What Operational Changes Should You Make Right Now?

Implement virtual surveys immediately. If you're not already offering video-based or photo-based estimates, start this week. The technology exists — FaceTime, Zoom, or dedicated moving survey apps all work. Your close rate may actually improve because the customer doesn't have to schedule an in-home visit. Online quoting tools can streamline this transition.

Develop a COVID safety protocol and publish it. Post it on your website, include it in booking confirmations, train your crews on it. This isn't optional — it's the new table stakes. At minimum: daily crew health screenings, PPE (gloves and masks), equipment sanitization between jobs, hand sanitizer on every truck.

Communicate proactively. Customers with upcoming moves are anxious. Don't wait for them to call you. Send an email to every booked customer explaining your safety measures, your essential business status, and your flexibility on scheduling. Companies with strong communication systems built into their workflow have a significant advantage here.

Rethink your payment process. Minimize physical contact points. Accept digital payments, send electronic Bills of Lading, and use e-signatures wherever your state DOT or FMCSA regulations allow.

Which Changes Are Temporary and Which Are Permanent?

Some predictions based on conversations with operators across the country:

Temporary: The demand slump. People will always need to move. Pent-up demand from deferred moves will likely hit in late summer or fall, creating an unusual peak-season pattern.

Permanent: Virtual surveys. The genie is out of the bottle. Customers who experience a smooth video survey are unlikely to go back to scheduling two-hour in-home appointments. Smart companies will invest in refining this process now.

Permanent: Heightened hygiene expectations. Even after COVID subsides, customers will expect clean trucks, gloved movers, and sanitized equipment. This was arguably overdue.

Likely permanent: Remote work driving relocation patterns. If 20-30% of the workforce continues working remotely part-time, we'll see sustained migration from high-cost urban cores to suburban and secondary markets. This reshapes demand corridors and pricing models.

How Should You Adjust Your 2020 Financial Planning?

Be conservative. Build three scenarios:

• Optimistic: Demand recovers by June, peak season is delayed but robust.
• Moderate: Demand stays soft through summer, partial recovery in fall.
• Pessimistic: Rolling shutdowns or a second wave push recovery into 2021.

Cut discretionary spending now. Protect cash. If you have seasonal employees, be transparent with them about the uncertainty. And talk to your lender early if you anticipate cash flow issues — SBA disaster loans are available and the government is rolling out additional small business relief programs.

The moving companies that emerge from this strongest will be the ones that adapted fastest — not to a temporary crisis, but to permanent shifts in how customers want to be served. Start building those capabilities now.

Elromco is here to support moving companies through this transition. If you need help implementing virtual surveys, contactless payments, or automated customer communications, reach out to our team.