N EW A FFI L I AT E Going above and beyond Marie-France Gaudet, Sales and Operations Manager at TIS Srl Salatino, explains the secret behind the success of this new Affiliate, which includes an understanding that the business is more than just moving and a keen eye for developing the quality and diversity of its service offer M Marie-France Gaudet, of TIS Srl Salatino arie-France Gaudet, Sales and Operations Manager at TIS Srl Salatino, says the key to the firms success which underpins its development into the latest Italian company to join FIDI as an Affiliate - is an understanding of what lies beyond the core business of moving. When we talk about moving, the first image that comes to mind is a truck and porters, she says. However, a move goes beyond this vision this is a profession that requires a great deal of care, delicacy and empathy with customers who face considerable stress when they have to change office, city or country. During the past decade, Gaudet adds, the perception of the job previously known as porterage has changed: people now regard it as an indispensable role, integral to a smooth and less stressful move. Movers can reassure and appease, she says, and give an image of solidity and stability. The beauty of our job is that, when entering our customers homes, we are appreciated a great deal, because weve been entrusted with the most precious The TIS Srl Salatino team According to Marie-France Gaudet, the company operates according to the following principles: l l l l l 80 esponsibility R Honesty Integrity Ethics Transparency l l l l l Commitment Honour Core values Liability Trust l l l l l Fairness Loyalty Leadership Law abiding Availability and private things anyone can have. Nevertheless, she adds, for all the improvements in the industrys standing, it still struggles to be recognised, not least as a desirable place to work. TIS Srl Salatinos staff, however, are clear about what they get from working in the business, Gaudet says. Its movers and packers cite the physical nature and close teamwork involved in being part of a strong and supportive group as essential to their job satisfaction. The comprehensive training that the firm provides such as truck drivers qualifications is also widely recognised. The pandemic stress-tested the business, however, forcing it to adapt in many different areas to ensure it could continue to provide services to clients and even gain market share in the process. During the unfavourable and volatile conditions of the market during 2020, our winning strategy was one of adaptation, which gave us a clear competitive advantage over other businesses that were in difficulty at the time, says Gaudet. Some of the most significant changes included: l The move to smart working: This was fundamental, as it meant we didnt have to close the company during periods of lockdown l The introduction of new technologies and procedures to innovate work processes l The observation of safety protocols created specifically for the moving sector, and investments in staff training, including modernising their tasks. Today, says Gaudet, the companys strengths include: running its own fleet of trucks, which are continually in circulation on European roads; its qualified and reliable packers, drivers and other staff; and the multilingual capability of its office staff, which it insists on to facilitate good communication and understanding with agents and clients of all nationalities. TIS Srl Salatino opted to join FIDI, says Gaudet, to increase the quality levels of our business processes, which will help us in our future projects. She adds that the certification procedure was clear and useful, and that the opportunity to play an active role in FIDI was an honour. Gaudet and her team are looking to further develop the quality and diversity of its offering for clients. The biggest opportunities for growth in our market are to develop services we already offer, with further certifications that will take us to a higher quality level the fine art and luxury hotel sectors, for example, she says. And a future challenge for us is to conquer the world by opening new international offices.