Moving industry glossary

Charges for services beyond loading, driving and unloading, such as packing, stairs, long carries, shuttles or appliance prep. For interstate moves, the mover must ask about and price these before writing the bill of lading, or else deliver the goods and bill those charges only after 30 days from delivery.

A written price the mover guarantees for the items and services listed on it. For interstate moves, that price is the most the customer pays at delivery, apart from services added later and limited hard-access charges, and the mover may charge a fee for writing it. If the customer adds items or services before loading, the mover can keep the price, write a new binding estimate or agree in writing to treat it as non-binding.

A binding estimate that can go down but not up. If the shipment weighs less than estimated, the customer pays the lower weight-based price, and if it weighs more, they still pay no more than the estimate. Federal rules only name binding and non-binding estimates, so this is an option a mover offers through its tariff, not a separate legal category.

A list of everything being moved, with an estimated size in cubic feet for each item, used to plan the truck and price the job. For interstate moves, the mover must also make a written inventory at loading that numbers every box and loose item, and both sides sign it.

Money a customer pays to hold a move date. Clear written terms on refunds, cancellations and date changes prevent most disputes, and some states set rules on deposits. Federal consumer guides warn people about movers that demand a large cash deposit up front, so a modest card deposit builds more trust.

One set price for the whole job instead of billing by the hour. It is usually based on an inventory, so the quote should spell out what is included, like items, stairs and packing, and what would change the price. On interstate moves, a flat price works like a binding estimate.

A price per hour for the crew and truck, usually set by how many movers are on the job. It is the most common way to price local moves, and the bill often adds travel time, materials and any extra fees.

The charge for the driving part of a long-distance move, separate from packing and other services. For interstate moves it is usually based on the weight of the shipment and the miles driven.

An extra charge when the crew has to carry items farther than a set distance between the truck and the door, often about 75 feet. The distance and price come from the mover's rates or tariff, so it helps to ask about parking and building access when quoting.

The least amount of time a mover bills on an hourly job, often two or three hours, even if the work finishes sooner. It covers the cost of sending a truck and crew out for a short job.

The mover's best guess at the cost, with the final bill based on the actual weight of the shipment, the services used and the mover's tariff. For interstate moves it must be free and in writing, and at delivery the customer can't be required to pay more than 110 percent of the estimate, plus services added later. Any remaining balance is billed only after 30 days from delivery.

The busiest time of year for movers, roughly May through September, plus the first and last days of each month. Demand and prices run higher, so customers who book early get better dates.

A walkthrough of the home, in person or by live or recorded video, so the mover can see what is moving before giving a written estimate. For interstate moves it is required unless the customer waives it in writing before loading.

An extra charge for carrying items up or down flights of stairs, usually priced per flight. Interstate moving paperwork often calls it a flight charge, and some movers charge a similar fee for elevators.

A charge for the time it takes the truck and crew to reach the first stop and get back from the last one. Some movers charge a flat fee, while double drive time, used in some states, bills the drive between pickup and drop-off twice to cover the trip out and back. State rules vary.

A neutral way to settle disputes over lost or damaged goods, or extra charges billed after delivery, without going to court. For interstate moves, every mover must offer one and describe it before the bill of lading is signed, and if the customer asks, arbitration is binding for claims of $10,000 or less (larger claims need both sides to agree). The mover can't make the customer agree to arbitration before a dispute comes up, and can't charge the customer more than half the cost of starting it.

The receipt and the contract for a move, listing the customer, dates, charges, valuation choice and the most the mover can collect at delivery. For interstate moves, the customer must get, sign and date it at least 3 days before loading, and can cancel without penalty within 3 days of signing. Both sides sign it at pickup and again at delivery, and state rules vary for in-state moves.

The federal form that names a process agent in each state where a carrier operates, meaning a person or company that can accept legal papers on its behalf. For movers, a process agent files it with FMCSA, and it must be on file before operating authority is granted and kept current to stay active.

The Federal Motor Carrier Safety Administration, the part of the U.S. Department of Transportation that registers interstate movers and brokers and enforces the federal consumer protection rules for interstate moves. It also takes complaints about movers. Moves that stay within one state are mostly regulated by that state.

Furniture, boxes, appliances and other personal belongings used in a home, moved for the person who owns them and pays for the move. Federal law treats household goods moves differently from freight, with extra consumer protections on interstate moves.

A move that crosses a state line, or starts and ends in the same state but passes through another state on the way. These moves fall under FMCSA rules, so the mover needs a USDOT number and household goods operating authority. Short moves across a state line inside one metro commercial zone can be an exception.

A move that starts and ends in the same state without leaving it. The state, not FMCSA, sets the rules, so licensing, insurance minimums, pricing rules and paperwork vary a lot from state to state.

The docket number FMCSA has issued along with interstate operating authority, written as MC followed by digits. FMCSA has proposed retiring MC numbers so the USDOT number becomes the single ID, so check FMCSA for the current rules.

A company that sells and arranges moves but does not do the moving itself; it hands the job to a licensed mover. Interstate brokers must register with FMCSA, and they may only give an estimate if they have a written agreement with the mover and use the mover's tariff.

FMCSA's permission to move household goods for pay across state lines. A mover applies, files proof of insurance and a BOC-3, and waits out a review period before it can operate. Household goods authority is a different type from general freight authority.

A form that used to list the services ordered and the pickup and delivery dates before an interstate move. FMCSA dropped the federal requirement in 2022 and moved that information into the bill of lading, which customers now get at least 3 days before loading. Some movers still use a similar form for booking, and state rules vary.

A mover's published list of rates, rules and charges for its services. Interstate movers must tell customers they can see the parts of the tariff that apply to their estimate, and final charges on non-binding estimates come from it.

A yearly registration and fee for carriers and brokers that operate across state lines, paid through a base state. The fee depends on how many trucks you run, and it should be paid before January 1 of each registration year.

A unique number FMCSA assigns to identify a carrier and track its safety record. Interstate movers must have one and show it in every ad as U.S. DOT No. followed by the number, and many states also require one for in-state movers.

A signed slip from a certified scale showing a truck's weight. For interstate moves priced by weight on a non-binding estimate, the mover weighs the truck empty and full, gets a ticket for each weighing and must include copies with the bill. The customer can watch any weighing and, if the truck was weighed at origin, ask for a reweigh before unloading starts.

A federal booklet that explains estimates, valuation, the bill of lading and claims for interstate moves. Movers must give it to customers with the written estimate, as a copy or a link to the FMCSA website, along with the Ready to Move? brochure. If the customer uses the link, the mover must get a signed, dated receipt and keep it for one year.

Insurance that pays for customers' belongings that are lost or damaged while in the mover's care. Interstate household goods movers must keep proof of cargo insurance on file with FMCSA, and many carry more than the federal minimum. It backs up the mover's own liability to customers, which is set by the valuation level they chose.

A one-page document from a mover's insurance agent showing what coverage the company carries, the limits and the dates. Apartment buildings, condo associations and office managers often require one before move day, sometimes listed as the certificate holder or an additional insured. Being able to send one quickly keeps bookings on schedule.

A written request asking the mover to pay for items that were lost or damaged. For interstate moves, the customer has 9 months from delivery to file, the mover must acknowledge it within 30 days and it must give a decision within 120 days, with written extensions possible. State rules vary for in-state moves.

The default level of mover liability on interstate moves unless the customer waives it in writing. If something is lost or damaged, the mover must repair it, replace it with a similar item or pay the cost to do so, at the mover's choice. It costs extra, deductibles may apply, and items worth more than $100 per pound need to be listed in writing to be fully covered.

Any item worth more than $100 per pound, such as jewelry, silverware, china, furs, antiques or fine rugs. On an interstate move with Full Value Protection, the mover can limit what it pays for these items unless the customer lists them in writing before the move.

The free, minimal level of mover liability on interstate moves, which pays no more than 60 cents per pound per article. A 10-pound item worth $1,000 would get at most $6.00. Customers only get this level if they waive Full Value Protection in writing.

The level of liability a mover accepts for a customer's goods if they are lost or damaged. It is not insurance. For interstate moves there are two levels, Full Value Protection and Released Value, and state rules vary for in-state moves.

Building a custom wooden crate around a fragile or valuable item, such as artwork, a glass tabletop, marble or a chandelier, so it can't shift or break on the road. It is usually priced as an extra service.

A wheeled tool for moving heavy things. A hand truck stands upright on two wheels for stacks of boxes and appliances, and a flat four-wheel furniture dolly rolls dressers, cabinets and other big pieces.

The office person who guides a customer from quote to move day, answering questions, booking the date, sending confirmations and fixing problems. At smaller companies, the owner often does this job.

When a booked customer isn't there or isn't ready on move day, or cancels too late for the slot to be filled. Deposits, reminder texts and a confirmation call a day or two before cut no-shows down.

Covering furniture in thick quilted moving blankets, often held in place with tape or stretch wrap, to prevent scratches and dents. It is usually included in the price of a full-service move.

A long padded board that a grand piano is strapped to on its side after the legs come off, so the crew can move it safely. Piano moves usually carry an extra fee.

Using a smaller truck to ferry belongings between the home and the main moving truck when the big truck can't get close, such as on narrow streets, steep driveways or roads with weight limits. It is billed as an extra charge, so good quotes ask about access at both ends.

Short-term storage of a shipment in a warehouse while it waits for delivery on an interstate move, billed under the mover's tariff. The mover stays liable during this time and must notify the customer in writing at least 10 days before it turns into permanent storage, when the mover's liability ends.

The share of leads that turn into booked moves. If 40 people ask for a quote and 12 book, your booking rate is 30 percent. Fast replies, clear quotes and a follow-up call or text usually raise it.

What you spend on a marketing channel divided by the number of leads it brings in. For example, $600 that brings 30 inquiries is $20 per lead. Cost per booked job is even more useful, since cheap leads that never book are not really cheap.

The free listing that shows a business on Google Search and Maps, with its phone number, hours, photos, service area and reviews. For local movers it is often the biggest source of calls, so keeping it complete and active matters.

A price range a customer gets right away online, based on details like home size, distance and move date. It gives people a fast starting number, and the final price is confirmed after an inventory or survey. For interstate moves, the federal written estimate rules still apply.

Where a customer inquiry came from, such as Google search, the map results, a referral, a past customer or a paid lead service. Tracking it for every job shows which channels actually bring in booked moves.

A page on your website built for one town or city you serve, with local details, photos of jobs there and reviews from nearby customers. Good town pages are written for each place, not copied with only the city name swapped.

The box of map results, usually three businesses, that shows near the top of Google when someone searches for something like movers near me. Google ranks these mostly on relevance, distance and prominence, and reviews are a big part of prominence.

An automatic text sent to a caller when you can't pick up, so they get a quick reply instead of calling the next mover on the list. It usually says who you are and asks what they need, and the conversation can carry on by text.

Keeping your business name, address and phone number exactly the same everywhere online, including your website, Google Business Profile and directory listings. Mismatches can confuse both customers and search engines.

How steadily new reviews come in over time, for example six to ten new reviews a month. A steady flow of recent reviews builds more trust than a burst followed by months of silence, and asking every customer, not just the happy ones, keeps you within Google's review rules.

Code added to a web page that tells search engines plain facts, like your business name, phone number, service area and hours. Movers can use the MovingCompany type from Schema.org, and accurate markup can help pages earn richer search results.

A business that goes to its customers instead of having customers visit it, like a mover. On a Google Business Profile it can hide its street address and list the cities or areas it serves instead.

A lead sold to several moving companies at the same time, so each one is racing the others to reply. Exclusive leads go to one company only and usually cost more per lead.

How fast you respond after a new lead comes in. Moving customers often contact several companies at once, so the first mover to reply with a clear answer often wins the job.