Boxing Clever: Turning moving-day chaos into calm, connection, and five-star feedback.
Moving day should be a happy one. A day of new keys, new beginnings, and the smug satisfaction of finally getting the broadband sorted.
But let’s be honest: most of the time, it’s chaos. You’re sweaty, stressed, and one argument away from divorce. After months of waiting, all of a sudden you’re standing in an estate agent’s office and very often tired, hungry, surrounded by boxes; and the best they can offer is a set of keys and a polite “please leave us a review.”
It’s not glamorous. It’s functional and certainly won’t fill you with the warmth of human connection!
That’s exactly why Home Move Box exists and why estate agents like Rhiannon Llewellyn, co-founder of Lang Llewellyn in Cornwall, have embraced it not as a gimmick, but as a small, tangible act of humanity.
The Box That Says “We Care”
Home Move Box is simple: a beautifully presented welcome box packed with essentials - and a little bit of joy.
For buyers, tenants, and landlords, it’s the first moment in a long time where someone’s thought about them.
“We first used the old generic boxes when we worked for another company,” Rhiannon told me. “When we did our management buyout, Home Move Box was one of the suppliers we knew we’d keep. It’s the little touches that make the difference.”
Since then, the boxes have evolved. They’re branded, bespoke, and, crucially, smart. Each one carries a QR code that links directly to a review form, meaning the moment of gratitude becomes a moment of feedback too.
“It’s a clever way to collect reviews,” Rhiannon said. “Moving day isn’t the time to ask someone for feedback - everyone’s frazzled. But when they get home, unpack the box and find the code, it’s natural. They’re relaxed. They’ll scan it.”
From Utility to Experience
What began years ago as a box of more mundane but practical items such as bin bags and teabags has become a fully customisable in-home marketing channel, trusted by over 3,000 agents and major retailers.
For Lang Llewellyn, that customisation extended to their student lettings division - 250 student houses, all moving in on the same day.
“We worked with the team to create a student box with playing cards, beer pong balls, a few treats. It made the process more fun, and even our own staff’s kids helped hand them out. It brought a bit of atmosphere.”
For everyday move-ins, they opted for the higher-end boxes, complete with vouchers for John Lewis, IKEA, and Next. “I used the vouchers myself when my daughter went to uni,” Rhiannon laughed. “They’re actually really handy.”
The ROI of a Smile
Not everything in business can be measured in spreadsheets. Some things show up in smiles and reviews.
“The goodwill is massive,” Rhiannon said. “People post their Home Move Box on social media, tag us, and remember us fondly. People who rent today might sell tomorrow and they’ll remember the agent who cared.”
It’s not complicated.
It’s not corporate.
It’s just good human sense.
Why It Matters
As estate agents, we talk a lot about service and customer experience, but service is often just systems with a smile. Moments like this - the box, the surprise, the laughter - they remind people that behind every transaction, there’s a person.
And that’s the bit that lasts.
Because the truth is, anyone can hand over keys.
Not everyone can hand over a feeling.
🎧 Listen/Watch my full conversation with Rhiannon Llewellyn
“Boxing Clever” – a Kerfuffle Podcast special on how small touches make big impressions.
