Or…a day in the life of a relocation professional!

Six “Just Ask Ginny” questions came in through our company website to my email bright and early this morning.  It’s a great way to start the day.

I thought I’d share:

1.         What type of soil do Cutting Horses require?  We have a transferee needing to relocate three horses with him to the area.  Can you advise?

2.         One of our new hires just moved to Dallas using an “internet” van line company.  Can you help her find her belongings and straighten things out for her?  She needs help and I don’t have time to take care of this!  Thanks.

3.         Can you provide me with Cost-of-Living information between Boston and Dallas?  I am considering taking a new position in Dallas.  Need assistance understanding my relocation benefits.  Can you help me understand which items are taxable?

4.         Ginny, we were told to contact you… (by one of our current clients, thank you!).  We only move about 8 people per year.  We’re with a large third party company (who does a great job), but we need to reduce costs.    Would you contact us to discuss various options.  Do we really need to do a Request for Proposal (RFP)?

5.         Ginny, we’re relocating to Canada and need a pet mover, can you help us?

6.        HI! We’re being relocated and are in town house hunting.  Can you tell me how many rooms are in this house (MLS# xxxxxxxxxx).  I would like to schedule an appointment to see it at 2pm today.  Call me…

This is the human or “soft” side of relocation – the everyday lifestyle questions that happen throughout a move.  Knowing that Briggs Freeman International can be counted on to provide the resources they need, they reach out to us and ask for assistance.

Today, relocation service professionals often resemble Google-type search engines.  As you can see from the list above, there are no limits to the types of questions or needs a transferee or company may have.

Relocation is a major life occurrence. It should never be taken lightly.   Whether one is asked to assist with reducing hard-dollar cost or a more “human element” – that’s irrelevant – they are needs and critical to the successful outcome of a relocation experience. Timely responses and trustworthy solutions are a must!

Does this sound like one of your work days? This is pretty normal for me!

I would love to hear about some of your adventures in relocation. Comment back to share your stories…

Connie Glaser, a leading expert on workplace communications and leadership, recently published an article in the Atlanta Business Chronicle:  “Customer Service is Best Business Plan.” (http://tinyurl.com/ylyasbg).

This timely article stresses, “The current recession has taught all of us that consumers, just like employers, are in the driver’s seat. As a result, what we all need — now more than ever — are creative solutions and top-notch emotional skills to enhance our chances for success.”

Ms. Glaser lists six excellent points (yes, you have to read the article) that she feels make customer service something to smile about.  However, let’s not stop there; here are three skills to perfect:

• Be an effective listener
• Adapt to a situation correctly and without hesitation
• Connect with the customer in the manner they prefer (e.g. text, email)

In addition to the companies Ms. Glaser highlights as being exceptional at providing customer service, let’s take a quick look at our firm, Briggs Freeman.  Our company embraces one principal value…  “Extraordinary Service,” which incorporates all practices mentioned.  We couple our service expertise with a business and marketing strategy that is multi-pronged.  Beginning with our CEO and President – to the management team, staff, and sales associates – each member of our company, as well as all digital, media and marketing initiatives focus on building brand awareness…one that is respected, known, and relied upon in the luxury real estate and relocation markets.

Delivering extraordinary customer service starts in the ‘corner’ office.  It is then interwoven through every aspect of the company.  It becomes the story – the belief and dedication – that every employee is proud to represent each day.

It’s the extraordinary service your customers’ receive that is the difference between being in the drivers’ seat or enduring one heck-of-a-bumpy ride.

Relocation has always been and should always stay high-touch and personal in service.   So the question becomes, with everyone going high-tech through various social media outlets, how do we continue to do this? Today, with social media tools such as Twitter, Facebook, and LinkedIn accessible on a global basis, transferees get to know you [and your company] up-close and personal.  Are you ready?  What does your brand say?

Attending the national Relocation Director’s Council (RDC) meeting last week in Chicago [one of the best educational meetings I attend each year], one thing was especially clear: there are social media users and non-users, but not much middle ground.  In an industry built upon relationships, I’m not sure why there is hesitancy to join the wave, but there is.  So one has to ask, is it the fear of its immensity, or the de-personalization they feel it offers, or do some think of it just as a passing fad?

As I see it, social media tools don’t take away the personalization of our services. Rather, they enhance the overall connectivity of the services we deliver, providing globalization and personalization at the same time.  They allow the transferee to gain confidence in our company and services, while building a connection unlike before.  Transferees now have the opportunity to check out “our brand” (both the company and the individual), get to know who is assisting them, and learn first-hand about the “real” contact on the other end of the phone.

During a traditional relocation, transferees talk with a variety of people throughout their move, never having faces to go with the names. Now, however, social media tools allow for transferees to actually learn that the person(s) and companies assisting them are made up of real people with real lives.  These tools help make relocating a much more personal and high-touch experience.

For some that might seem a bit scary, but if you’ve set up your social media accounts from a business perspective, you should be fine.  Make sure you  build your profile(s) with a professional look, touch and feel, and that your posts are ethical, positive and resourceful.  Then transferees will get a great feel about the person and the company in which they are entrusting their lives.  It is relationship building and connectivity at a whole new level.

Jennifer Baumann, an Associate Attorney who specializes in social media for DLA Piper in Chicago, shared at the RDC meeting that a key element to social media is to make sure your posts are kind, true, and useful; then the brand one builds through social media outlets will be positive.  Should every conversation, email, or transaction happen within the social media world? No, but it is a strategic way to build a new type of face-to-face relationship that allows the transferee to feel more confident in the service providers with which their company has elected to work.

Relocation is about making a lifestyle change and connecting quickly in the new hometown. Why work with a stranger when you can get to know someone from the inside?

Just within the last six months, I’ve started experiencing a new trend: transferees are reading my blog, following me on Twitter, and connecting with me on LinkedIn.  They appreciate the relocation knowledge I hold, along with the specialized destination services, local connectivity and perspective that our firm provides.  Plus, they like the idea of having a friend at their new destination. In other words, these useful social media tools are helping them become connected more quickly.

And this is just the beginning.

Let’s play a word game…I’m going to give you some clues and want you to come up with the right answer… Here we go:

1. great corporate incentives,
2. low cost-of-doing business,
3. low unemployment rate,
4. abundant land,
5. affordable and beautiful homes,

Figured it out?  Need a few more clues?

1. three airports, extensive highways and rail hubs,
2. central time zone,
3. wide array of business diversity,
4. more dining and shopping than any other U.S. city,
5. largest Arts District within the U.S.

Times up!  Do you have the right answer?  It’s easy…  it’s Dallas, TX!

Did you know all of these facts about Dallas?  Didn’t mention JR, Miss Elly, or oil wells, did I?  Dallas is not what most people think…it’s a city of diversity, innovation, culture, growth, and opportunity.

On September 14th  Dallas Mayor Tom Leppert  introduced the city’s latest innovative campaign, “Time for A Bold Move” to 400 CEO’s across the nation.  Using iPhone and specific video messages, Mayor Leppert plans to lead the charge and  introduce CEO’s to a Dallas they may not know.  In fact, it may make more sense to relocate their company to Dallas, rather than go through a major restructure.

Take a few minutes to learn more about this dynamic campaign and how Dallas is well positioned for future growth!

Dallas, it’s a great place to call home! What do you think?  Have you lived in Dallas or visited this great city?  I would love to hear your thoughts…

When was the last time you really, honestly had fun at work?  If you’re like me, then you do every day!

One of the most rewarding aspects of my job as SVP Relocation Services at Briggs Freeman International, is the fact that I get to have fun working with relocating individuals and families.

Let me share with you three tips, as service professionals, that I feel are important in keeping your  job rewarding:

1.  Knowing the efforts put forth  and the services provided truly impact the lives of the transferee and their family:

Relocation is not about a transaction, it’s much more…it is a life changing event.  Each time I begin an initial conversation with a transferee and their family,  I focus on:  a)  making a positive impact on all the changes and events taking place, b)  what resources I can provide that best meet their immediate needs, c) building trust from the onset of the move, and lastly, d) knowing that the client/transferee is happy about the progress we’ve made and the plans we’ve set into action.

2. Making relocation less stressful, by putting some “fun” in the process:

Helping a transferee feel confident from the beginning  is critical to the overall success of a relocation.  It’s getting them to relax and maybe even laugh a bit;  helping them see the move in a positive light.  For example, one thing I have fun with is, helping them understand that Texas is the land of stereotypes.  You know… big hair, oil wells, and rattlesnakes!  Just finding the humor in knowing that some of the stereotypes they think about (and associate to Texas) are  funny.   There’s some great tall-tales here, let me tell you!    How about finding fun stories to share, just to let them know the person on the other end of the phone is real, and has shared everyday life experiences similar to theirs.  Just recently, one transferee and I were laughing about how we always liked to go trick-or-treating with our kids so we could see inside some really fabulous homes. (OK, I know we’re not the only two who have done this….come on, admit it!)

3.  Making sure the client and/or transferee feels confident in our knowledge, leadership, professionalism, and abilities so everyone is at ease and working together throughout the move:

As a relocation director, the knowledge that we have acquired through all our years of experience, various conferences, and required continuing education courses for industry certifications and designations, truly set us apart from so many others. Through our network, Leading Real Estate Companies of the World, and our national alliance with the Relocation Directors Council (RDC), I can’t think of one peer, that doesn’t exude these outstanding qualities everyday. It’s this knowledge and confidence that the client and their transferees pick up on immediately when working with us.  It reassures them that everything is going to be OK, and they have an advocate working with them.  This week as an example, a new client of Briggs Freeman International  told me that she was so appreciative of all we do for her, that our meeting was absolutely a blessing.

Reassurance, confidence, and effort all play heavily in what we do… but the final thing that I think is well worth mentioning, is being a lifeline.  Making the first impression… being “Chapter One” to their new life, in a new community, and their first new friend.  It’s all about being the best community connector you can be, helping the transferee and their family connect to the type of lifestyle in which they are accustomed.

When we do these simple things and do them well…this “job” does become fun and very rewarding.  In an instant gratification society I can’t think of any other job, within the relocation industry, that gives you more satisfaction for doing the job you love.

What great success stories do you have…share some, and let’s see how many of us agree about how rewarding our job really can be.

You just finished unpacking the boxes from your last relocation (18 months ago).  Your kids are adjusting to their new school and making friends.  You’ve picked out your new family doctor, you’ve found the vets’ office for Fido, and you have a hairdresser that you adore!  You’re settled.  Life is good.  Ahhhh.

Guess what?  You’re being relocated again!

Today’s fast-track executives accept a relocation every two to three years.  Not because it’s a great way to clean house, and get rid of the junk that a family gathers.  It’s for a variety of personal & professional reasons; advancement…maybe, bigger salaries…sometimes, luxurious locations….occasionally. But one thing it can become, when not properly researched and thought-out, is an easy way to get caught up in a financial downdraft.

I speak with many relocating families that are unfortunately, often financially strapped.  Their credit cards are maxed-out, their last move cost them more money than they thought it would, and often they are forced to play catch up on old loans, or even worse, are in a negative equity position because they just transferred 18 months ago.

Not too long ago, relocations almost always meant a promotion within the company, often bringing big bonuses, a salary increase, and a sure-fire way to get recognized by the top management in one’s company.  Today, relocations often represent a lateral job move, a downsizing, or maybe just a company expansion.  But too often, employees are relocated  into a higher-cost area, being offered  fewer benefits, leaving the  the transferee with fewer financial advantages than it once did.  With the average cost now exceeding $76,000 for a company to relocate one employee/family; it’s often  “break-even” at best for the transferee.

The good news…relocating executives have evolved into a smart, tough, tribe of nomads much different from their peers of even five or six years ago.   They still share many common characteristics.  For example, they are still the upcoming movers and shakers within their companies.  They are highly educated and their talent is in demand.  The want to understand the “total package” being offered to them.

As SVP Relocation Services for Briggs Freeman International, I spend hours each week counseling clients and/or transferees on:

• how to budget their moves effectively,
• analyzing whether a relocation financially “fits”  their economic situation, and
• looking at renegotiation options for times when a move does not make sense

Additionally, I strongly encourage  the transferee to be pre-qualified for their new mortgage.  Being pre-qualified and approved for a new loan, the transferee will have a better idea of  how the relocation will affect their personal homeownership situation, finances, and taxes.

In speaking with Jonathan Doddridge, a private mortgage banker with Ascent Financial Services (a Wells Fargo affiliate), he encourages buyers to “start the pre-qualification process early.  With the difficult housing market we are in today, sellers do not want to risk taking their homes off the market if they don’t have assurance that the potential buyer is qualified to purchase.”   Doddridge also commented that, “with mortgage loans being harder to get today and with stricter closing guidelines to follow;  it makes sense for transferees (who are typically on a tight timeline) to have their pre-qualification in hand.  It’s just one less thing for everyone to worry about.”

Since 2007 when the real estate market took a nose-dive, transferees are taking a stronger look at the “total package” being offered and what it means to their personal life and finances, as well as how it plays into their long-term career goals, not their companies.  Transferees today are realizing that the “total package” is not just about accepting a relocation and getting settled…it’s bigger…it’s about the universality which encompasses the relocation benefits their company generously provides, the long-term affect on their credit, their desired financial security, personal lifestyles, and future well being.

Let’s Create a Goal and a Plan…

In my previous two blogs, the topics centered on creating new solutions and improving upon what is “not really broken,” but more “out-of-whack” regarding the relocation industry today.

I think at this point, I’d love to invite you to send in ideas, comments and solutions that may be a little different, brand new, or just plain off-the-wall….but good for brainstorming and creative discussions.

Here’s Something To Think About…

Ann Frank once said, ” How wonderful it is that nobody need wait a moment before starting to improve the world.” Very inspirational lesson for us, from a teenage girl, hiding in an attic, trying to just survive persecution and her eventual death.

We aren’t going to change the world, but we can improve and make an impact on our industry. How can YOU (or your company) make one simple change that isn’t focused on just your bottom line, or increasing a corporation’s relocation budget, or reducing the quality service we all are known for. It just helps everyone if the change is made…nothing elaborate, nothing costly, but a true benefit for all….think about it.

This Is Your Personal Invitation For Your Ideas To Be Heard

My goal is to hear from atleast 10 of you; corporate HR/relocation managers, van line carriers, third party companies, brokers/relocation directors, and/or supplier partners…because we are all in this together! Let’s take one minute from our day, to make a change… are you up for the challenge? Share this and my two previous posts (Does My Butt Look Big In This?, and Revamp, Recreate, and Redesign Your Relocation Progam) and let’s see what great ideas we come up with. And, then together, we can make a change. I’m excited, can’t wait to hear from you! Add your comments below and let’s get this show on the road, so to speak. GTL

Very timely article for all relocation professionals to read from Frances Martinez Myers and Mobility Magazine. It discusses the strong need for our industry to revamp and recreate outdated industry practices for… the RFP process, current pricing models (No More Zero-Fee’s!), and relocation policy and program components.

Very thought-provoking quote by Albert Einstein…check it out: http://tinyurl.com/m7asp2

Thanks Leading RE for a great recommendation! Check out Flock, it’s well worth the few minutes to view, to really benefit from it’s power: http://www.flock.com/

Bringing forward ideas, insights, and discussions that you can incorporate into your relocation department, services and/or programs.

Let’s take a looks at something I’m working on right now…Dual Indemnification. Not thought about it, well you should!

Everyday, at Briggs Freeman International and other Broker/relocation divisions across the nation, we receive documents from our clients (3rd party and/or corporations) that are required to take a transferees’ home into inventory. Many times a new Listing Agreement is included. This document has been created by the relocation client or relocation management company…for the benefit of the client or 3rd party. What does it do? It protects them from risk. It’s important you read these documents carefully before signing.

Why? So often the indemnification and hold harmless language is only written for their protection, not yours (the Broker). If there is no dual indemnification language in its’ articles, make sure that as the Relocation Director you: 1) include a seperate addendum with appropriate dual indemnification and hold harmless language, or 2) add the language to their original document with appropriate language before signing and returning. It’s only fair that the Broker receives the same protection the client is asking you to give them.

No corporate client hires a 3rd party without having dual indemnification in their relocation service contracts. No 3rd party hires a relocation supplier partner without this language being included in their service contracts…so ask yourself, why you are not receiving the same protection. It’s the small things like this, that keep you in a position to best protect your company.

Want to know more, or have questions. Please feel free to contact me at Briggs Freeman International: 888.353.7356.