Quality

Quality

Pursuing Armstrong’s Mission Statement requires that we work together – with our team and our Customers – in order to “deliver excellence in quality… and customer satisfaction.”

Armstrong Relocation Houston Quality

Defining It

Our culture is built upon seven foundational DNA elements, one of which directly affects quality—Value. About Value, we believe “Customers define; we deliver it.” That means we purposefully look at everything we do through the eyes of those we serve. Quality is ever-evolving and every-changing, so we, too, must continue to change in order to elevate our customers’ experience.

Designing It

In view of ISO 9001:2008 compliance and led by a Six Sigma Yellow Belt, we know the proven processes that result in consistently superior outcomes. Facilitating these outcomes begins with hiring background-checked individuals who align with our foundational principles and training all team members in adherence with our quality standards. At the implementation stage and in recurring review meetings, we adapt these process steps to support client-specific preferences. Our proprietary move management system continuously measures process compliance with critical-to-quality steps.

Documenting It

While measurement methods vary, we collect customer-relevant feedback to quantify performance. After thorough consideration of client-specific goals and preferences, data are collected via analytical survey tools, receipt of anecdotal feedback and customer interviews. Results are utilized internally for recognition and coaching, and externally in client review meetings.

Delivering It

Team member training, coaching, compensation, recognition and promotion are aligned in support of key metrics. Certified training courses address both technical and interpersonal skills. Exemplary performance is recognized and celebrated in a variety of ways. When performance falls short, we analyze causative factors and take corrective actions, fostering client retention, customer referrals and continuous improvement.

See more details under Recognition.

  • "Our salesman, Braxton Dailey, was very professional and thorough and our coordinator, Jennifer Lyons, did an outstanding job of keeping us informed and checking in daily on the progress. We couldn’t say enough great things about our driver and crew as well. Hector Saldana, our driver, had great communication, especially when it came to any delays due to bad weather. Everyone was so polite and we have already recommended Armstrong – United to a family moving from Houston to Austin. Thank you!”
    S.S., April 2016
  • "I appreciated the professional appearance and the way our 3 crew members presented themselves. I am a female and had to handle this move on my own, and there was never a time where I felt uncomfortable with the gentlemen that moved me. They dressed professional, were well groomed, and they were very polite.”
    M.S., May 2016
  • "Our move coordinator was always available to answer questions. Even when she had to go out of town, she called us ahead of time, gave us the name and number of the person filling in for her, and told us when I could expect to hear from her. When she returned, she called back right away to check in on us. She made the entire process so smooth and her communication was excellent. "
    M.K., April 2016
  • “The packing was fantastic!!! The crew was very careful, respectful and kind. Our entire team was excellent. Perfect teamwork. Thank you!”
    B.H., April 2016
  • “Our driver and crew did an excellent job! It was a difficult delivery with our apartment complex, but they persevered through every obstacle and even carried our sofa up 6 flights of stairs. Great job!”
    K.N., April 2016