For Jean, running a moving company is about much more than transporting furniture and belongings. With over a decade of experience in Singapore’s competitive moving industry, she has built her business on reliability, personal service and a commitment to honouring every promise. From managing deliveries single-handedly in the early days to establishing long-standing relationships with corporate clients, her entrepreneurial journey has been shaped by perseverance and hard work.
Despite facing operational challenges, demanding schedules and unexpected setbacks, Jean has remained focused on earning her customers’ trust. She believes that genuine service, accountability and empathy matter more than competing on price. Today, her approach to entrepreneurship reflects a simple philosophy: understand people’s needs, take responsibility and always strive to do the right thing.
What were some of the unexpected challenges you faced when starting your business and were there moments when you questioned your decision or even thought about giving up?
In the early days, money and manpower were limited, so I handled everything myself, from sales and scheduling to deliveries, customer service and finances. I often accompanied movers, managed constant customer requests and struggled with delayed payments.
Working from morning until night, sometimes without eating, was exhausting.
Many customers trusted me personally, making it difficult to refuse their requests. Although I sometimes felt overwhelmed and helpless, I never considered giving up. Instead, I focused on finding reliable people, delegating responsibilities and creating a more manageable business.
Moving may seem as simple as transporting belongings from one place to another, but there’s much more involved. From your experience, what matters most to customers when choosing a moving company?
I believe customers value three things above all else.
First, careful handling of their belongings. Whether an item is new or old, we take proper precautions. Mattresses are carefully wrapped, while televisions, mirrors and glass items receive additional protection. Customers want to know that their possessions are being treated with care and respect.
Second, proactive communication. We inform customers of our expected arrival times, explain any delays and confirm special arrangements in advance. Nobody likes waiting without knowing what is happening.
Third, honesty and reliability. Our team must be polite, hardworking and transparent about the work involved. We should never cut corners, take shortcuts or make promises we cannot fulfil. Ultimately, customers want peace of mind.
In the moving industry, unexpected situations and customer complaints are sometimes unavoidable. Can you share one of your most challenging experiences and what you learnt from it?
One particularly memorable experience was managing the relocation of an entire KTV establishment. The project required us to unload and unpack new furniture shipped from China, deliver it to the premises and remove all the existing furniture. Everything had to be completed by 4.30 pm that day.
We deployed two teams, but shortly after work began, the building’s lift broke down. Rather than waiting for the problem to resolve itself, I immediately contacted the affected customers, explained the situation and rearranged our schedules. We returned the following day as promised.
Just as the project was nearing completion, another problem arose. Despite taking protective precautions, our team accidentally chipped the corner of an expensive stone tabletop while four workers were lifting it.
When the customer contacted me, I reassured my team and told them to finish the remaining work. I did not blame anyone because mistakes can happen. What mattered was finding a solution. I assured the customer that we would take responsibility and return at 9 am the following morning to repair the damage.
We arrived on time and completed the repair so successfully that the damage was barely visible. The customer was pleasantly surprised and subsequently entrusted us with additional repair work.
That experience strengthened our relationship. The customer later told me that what impressed them most was my calmness and willingness to take responsibility rather than blame employees or make excuses. I learnt that mistakes do not necessarily destroy trust. How we respond to them determines whether that trust survives.
Singapore’s moving industry is highly competitive, with many customers focusing primarily on price. How do you differentiate your business and build customer loyalty beyond offering competitive rates?
I have always believed that genuine brand value comes from lasting trust and dependable service, not low prices. We focus on service quality, maintaining relationships and solving problems. Throughout more than ten years in the industry, we have maintained our pricing philosophy and commitment to customers.
Today, we work mainly with corporate clients. Several companies have continued engaging us despite changes in ownership, management and personnel. Some even tried alternative service providers before eventually returning.
When customers face urgent or complicated situations, we make every effort to respond quickly and provide support. Over time, one expression became familiar among our clients: “If there’s a problem, look for Jean!”
Despite rising fuel prices, labour costs and other expenses, we have maintained our prices rather than constantly adjusting them or offering discounts simply to win jobs. I believe customers ultimately choose not necessarily the cheapest provider, but the one they can trust to deliver consistently.
What qualities do you believe make a good entrepreneur?
For me, the most important quality is empathy: the ability to put yourself in someone else’s shoes. A good entrepreneur should understand customers’ concerns, anticipate their needs and treat their problems as seriously as their own.
It is equally important to honour commitments. If you promise something, you must do everything possible to deliver it. Every customer places a certain amount of trust in your hands, and that trust deserves genuine care, responsibility and respect.
If you could speak to your younger self, what would you tell her?
I would tell her to remain calm when facing difficulties, stay focused and avoid rushing into decisions. Take one step at a time and approach everything with patience and determination. If you decide to do something, give it your best effort.
I would also remind her to think more about others, offer help whenever possible and be considerate of their circumstances. When you treat people sincerely and willingly support them, they are more likely to extend the same kindness when you need it.
What is your vision for Singapore in the next five years?
I hope Singapore becomes an even more inclusive, compassionate and liveable country. I would love to see a society where everyone’s hard work is recognised and rewarded, and where neighbours show greater kindness and consideration towards one another.
Beyond maintaining a clean, orderly and prosperous city, I hope Singapore continues to be a place where people feel secure, supported and comfortable building their lives.
If you could have a superpower for one day, what would it be and why?
I would choose the superpower of empathy: the ability to truly understand another person’s perspective. In the moving industry, customers have their worries, while movers face their own physical demands and challenges.
Many misunderstandings arise simply because people see situations from different perspectives. I wish customers could better appreciate the hard work involved in moving heavy belongings under the hot sun or in the rain. At the same time, I hope movers could understand the anxiety and uncertainty customers experience when relocating.
With greater understanding, there would be fewer disagreements, less selfish behaviour and more respect for other people’s efforts. If everyone could practise empathy, I believe both our industry and Singapore as a whole would become much warmer and more compassionate.
Connect with Jean: JeanMovers, Facebook and Instagram.
Jean serves on the Board of Advisors of Rainmaker, a movement that brings together like-minded individuals who share the core values of Love, Authenticity, Respect, Kindness and Youthfulness (LARKY).
