It was back in 2005 that Wayne Green, co-owner of Love Removals, started a man and van service in Brighton called ASAP Removals.

Today the company has changed its name and trebled in size with Wayne putting customer service at the heart of its success.

In the early days the company’s business was mainly serving Brighton’s itinerant population of students but soon the work expanded to include bigger moves much further afield.  It was one of these larger jobs that brought Wayne into contact with Justina Percy.  She was a legal aid solicitor and Wayne and his team helped her with a difficult move when she downsized her property from a four bedroomed detached bungalow to a three bedroom townhouse.

Justina was also looking to leave the legal profession to balance her work and her home life and was looking for a business to invest in. And as Wayne was looking for a business partner the two agreed to go into business and LOVE began at the tail end of 2013.

With Justina on board, Wayne was able to focus on what he does best – removals! He believes there is an art to removals and that customer service is the vital ingredient.   When pressed by The Mover for examples of excellent service Wayne commented:  “We take extreme pride in our work and put love into every move, working with people who are moving house as individuals, rather than just loading and unloading vans.”  He gave the example of a recent booking from Crawley Borough Council Housing received shortly after LOVE had moved a previous tenant of theirs who had special needs.  The housing officer commented: "It’s a delicate move and the tenant is already quite stressed.  We are trying to keep disruption to a minimum because of his complicated nature.  As you very sensitively moved my last tenant, I would like to book you for this move too.”

A key driver in LOVE’s growth over the past few years has been through excellent reviews on the Checkatrade website. They’ve had a score of 10/10 for well over a year now and currently have 173 customer reviews.  Wayne believes their good score is attributed to the fact that they offer each of their clients an Individual Removals Plan which details all agreed requirements of the move at a fixed price. “Customers appreciate having a plan as it ensures they have peace of mind that all their needs are covered and that there are no hidden costs.”

Brighton is a town which is saturated with numerous removal companies. In such a competitive space LOVE says that it has used outstanding customer service as a means to gain a competitive advantage.  Long may it continue to do so.

Photo: Left to right:  Rich North, Craig Neesam, Lucas Mulkeen, Rik Goldsmith, Ricky Jones, Danny Larby.