Pros We Know: Senior-Focused Moving and Storage — A Conversation with Dylan Sanders from AMS Relocation in the San Francisco Bay Area
Anna Novak: Dylan, I really appreciate you taking the time to chat with me. There’s such a noticeable shift happening in the moving industry right now, especially when it comes to serving older adults. What changes have you seen firsthand?
Dylan: Thanks, Anna. It’s something we’ve been watching closely too. Over the past couple of years, we’ve really leaned into developing a senior-focused side of our business. That includes investing in team training, refining our communication style, and really thinking about the experience from the client’s perspective. We want older adults—and their families—to feel supported, not just moved. That’s why we’ve really leaned into the Senior Certification program through Bekins Vanlines.
Anna: I’m so glad to hear that. It’s not just about physical labor anymore—it’s emotional. You’re stepping into people’s homes at a major turning point in their lives. I know you mentioned earlier that you’ve started changing how you approach initial meetings. Can you talk more about that?
Dylan: Sure. We used to think of those first conversations as a quote request. Now, it’s more about qualifying the client, understanding their situation, and making sure we’re the right fit. We do a home survey whenever possible and really try to get a sense of how the client is doing—not just physically, but emotionally. Are they overwhelmed? Is there family involved? Are there timeline pressures? All of that shapes how we proceed.
Anna: That awareness makes a big difference. Most older people approaching a big move need help, but every situation is different. They need the right kind of help. That’s where your approach really aligns with what senior move managers do. Can you share an example of how you’ve tailored your services to meet a senior’s unique needs?
Dylan: Definitely. One client we worked with recently was 96 years old. She had limited mobility, no local family, and wasn’t able to donate or discard items herself. She was incredibly independent, but she needed a lot of support behind the scenes. We worked closely with a move manager to coordinate every detail—scheduling, item removal, even selecting what she could realistically bring to her new space. It required patience and flexibility, but it went smoothly because we had a trusted team approach.
Anna: That kind of collaboration is key. I’ve seen so many moving companies try to go it alone in these scenarios and end up overwhelmed themselves. Have you found that working with Senior Move Managers or downsizing professionals makes your job easier—or harder?
Dylan: Easier, 100%. When a move manager is involved, the client already has a guide. They’re better prepared. Expectations are clearer. The move day itself is calmer. Move managers fill in a lot of the emotional and organizational gaps, so we can focus on execution. That’s why we’re putting so much energy into building relationships in this space.
Anna: I think there’s so much potential for stronger partnerships between movers and move managers. And part of that is being clear about your service offerings. What services are you offering now that really serve the senior population?
Dylan: We’ve built out a senior-specific package that includes more comprehensive packing, labeling, setup, and debris removal. We communicate the need for a floor plan to avoid bringing too much furniture, but we don’t offer floor planning as one of our services. Some clients can do this part themselves, or Senior Move Managers can be a huge help to visualize what will fit and serve them best. And we’re transparent about what services we provide, and what aspects of their move they will need to figure out on their own. And for storage… just like everyone else, we try to steer people away from long-term storage, but if someone truly needs a few extra weeks, we’ve got a small warehouse space we can use temporarily.
Anna: That’s smart. I also appreciate your mention of floor planning. People tend to underestimate how critical that part of the process can be—deciding what to keep and what won’t fit. Even if you don’t offer the service yourself, it can be so helpful if you communicate the value of it to the client.
Obviously, a big part of senior moves is to make sure you are aligned with both the practical and emotional aspects of these moves. Do you train your team on those soft skills?
Dylan: Yes, we’re working on formalizing that training right now. We talk to our crew about tone, body language, and being aware of cues—especially when something is clearly sentimental to the client. We also make sure they understand the importance of listening. Just standing in a room while someone points out a dozen memories tied to an old hutch? That might be the most valuable thing you do that day.
Anna: That’s so true. And from a business perspective, it builds trust—which leads to more referrals and better reviews. Speaking of business, what advice would you give to other moving companies that are interested in serving the senior market?
Dylan: Don’t start by reaching out to move managers—start by building the services. Make sure you understand what this demographic really needs. Build the packages, train the staff, adjust your processes. Then go out and form partnerships. If you show up half-prepared, people won’t refer you again. But if you show up as a strong, caring, capable partner, you’ll be in demand.
Anna: I couldn’t agree more. You’ve clearly done the hard work to position your company as a true resource. I’m excited to keep this conversation going and share some of these insights with our Home Transition Pros network. Let’s definitely plan to reconnect later this year and see how things are evolving.
Dylan: I’d love that. I think we’re just scratching the surface of what’s possible in this space—and it’s great to be doing it alongside professionals who care.
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