5 Essential Steps to Survive the Relocation Busy Season

Relocation at the speed of life.A publication of

to SURVIVE the RELOCATION BUSY SEASONWritten by Paige Holden, CRP, GMS and Roxanne Korostowski, CRP

ESSENTIAL STEPS

EssEntial stEps to survive the Relocation Busy season

Introduction 3

Chapter1.Understand Your Transferee Base 4-9

Chapter2. Bring the Team Together 10-12

Chapter3. Manage the Expectations of Transferees 13-15

Chapter4. Must Do’s for Communicating the Policy 16-17

Chapter5. Prepare to Troubleshoot Along the Way 18-20

Conclusion 21

TABlE of ConTEnTs

EssEntIalstEpstosurvivetheRelocationBusyseason 3

April is here and we know what that means! Taxes are due, spring flowers are blooming and you’ve just realized that 100 of your employees all need to be moved during the summer months. Panicked? Don’t be. You are not alone.

About 80 percent of all relocations occur during the summer. no matter how much we wish moving and relocation would be consistent throughout the year, or how sensible we know it is to move during off-peak seasons, the crush is inevitable for a variety of reasons: families don’t want to move their kids during the school year, summer months are often slower for other industries, the housing market may be more lively, etc.

so, we need to accept it. And know what is coming.

With this kind of volume, houses flood the market, moving companies hit capacity and schools need to be found quickly. Problems are inevitable but they don’t have to be catastrophic if you prepare for the rush ahead of time.

Whether you are new to relocation or you are an industry veteran, this ebook will serve as a guide on how to get organized, manage expectations and trouble shoot problems. Think of it as a first aid kit for surviving the relocation busy season!

SHARE tHiS!

InTroDUCTIon

http://linkd.in/Hstu2I

http://bit.ly/HtKjLG

http://on.fb.me/HtKuXg

UndERstand YoUR tRansfEREE BasE


Youcannotproperlyexecuteanyrelocationwithoutknowingwhoyouaremoving. When busy season hits, you are no longer dealing with one or two transferees. Instead, you are dealing with whole groups of people, so the challenge is figuring out how to satisfy the majority.

Transferees can be segmented in all sorts of ways (homeowner, non homeowner, single, family, etc.) but it’s really important to remember that transferees will talk to one another about the benefits they are receiving. If you split your base between single and family, for example, there may be backlash from singles who feel discriminated against because they did not receive the same level of benefits as someone with a family.

To diffuse the “it’s not fair” chatter as much as possible, the most efficient way to segment your transferee base is by level within the company. The three most common groups we see are college recruits/entry level new hires, middle managers/skilled employees and senior executive/C-suite. To gain a better understanding of your base, here is a breakdown of what you need to know for each level:

SHARE tHiS!

When busy season hits,

you are no longer

dealing with one

or two transferees.




EssEntIalstEpstosurvivetheRelocationBusyseason 6SHARE tHiS!

College Recruits:It is graduation season and that means a lot of companies will be looking to hire and relocate new talent. If you are planning to move recent grads, there are a few questions you will need to answer sooner than later (if you don’t know already).

Questionstoconsider:

• Where are your grads coming from? Will they all be from the same school? same region?

• Are you hiring any grads that are studying on international visa? This may require immigration assistance, which would need to be processed in advance (3-4 months).

• What are their current living accommodations? some grads may be living at home, while others will be leaving an apartment. This could impact your housing benefits.

• Can you get an idea of how much “stuff” will have to be moved? summer season is the busiest time of year for moving companies, and small shipments are the hardest to move. Knowing this in advance will help you manage expectations for your transferee.

The challenge: There are two major challenges to be prepared for when moving this group: lack of moving knowledge, which can lead to waste and angst and small shipments which are difficult to move in the summer.

The takeaway: It’s important to make sure that the entry-level policy is not too rich, but still competitive with other companies fighting for the same talent. A comprehensive look at what will be most beneficial for your specific base will help you define the most meaningful benefits for this group. Education about moving will be critical.





Middle Managers/skilled Employees: You may be practiced at moving this group as they are likely to be transferred at any point during the year. That said, summer season volume will highlight the many challenges that this diverse group of employees will face:


• Is the group at a salary range where they are likely own a home? This will impact housing benefits.

• Are most of your transferees, new hires, lateral moves or promotions? This will affect willingness to move, flexibility and overall attitude.

• Do they have a family? Family concerns are the greatest barrier to a successful relocation. spousal assistance, school finding and elder care assistance may be helpful.

• Are your transferees financially able to move? With many homes underwater, it’s important to understand if it is feasible for your transferees to move at all and, if it’s not feasible, if and how you will help them.

The challenge: This group is the most challenging group to assess because there are so many variables. HR should be prepared for financial issues, family concerns, resistance to lateral moves and real estate challenges that may be difficult to solve within policy budget parameters.

The takeaway: The more you know about these transferees, the better off you will be down the road. In person meetings and pre-decision assessments will shed valuable insight on the specific challenges each transferee will face. Benefits will need to be far more comprehensive than those offered for college grads.

?????





senior Executives/C-suite:These folks are used to getting what they want, when they want it, and most companies will pay for it. like all other transferees, they will want to move in the middle of the summer when it is most convenient for their families.


• What if they own a $1M+ property? Can your company afford to offer them a Home sale Program that rich?

• Are you recruiting at this level or moving a current executive? Executive recruits are in high demand and the relocation package is a big part of the overall compensation package, which has to be competitive.

• Do they have a family? Working spouse? Elder parent? Child?

• Are they financially able to move? Despite being some of the highest paid transferees, this group may still be facing a negative equity situation or have other financial tie-ups that can impact the relocation.

The challenge: This group has very different challenges just because of who they are. Their relocation packages are a big part of the negotiation process and are typically very lucrative. They are used to and expect to have everything done for them—even personal items that pertain to their home sale. They do not like delays and they rarely hear the word no.

The takeaway: The good news is that, unlike the middle management group, the relocation package is usually rich enough to offset specific challenges, including housing. Relocation managers will still need to explain the package and be diligent in managing expectations, even if it is intimidating to do so.

These folks are used to

getting what they want, when they

want it.





O�nce�you�have�a�general�understanding�of�the�groups�you�are�moving,�you�can�identify�and�prepare�for�the�potential�challenges�that�may�occur�at�the�height�of�the�busy�season.�This�brings�us�to�step�2!




BRing the tEaM togEthER


Onceyouunderstandyourtransfereebase,it’stimetobringyourteamtogethertomapoutagameplan.Wecannotstressenoughhowimportantitisthateveryone,fromHRandrecruitmenttothethirdpartyrelocationcompany,isonthesamepageregardingthetransfereesthatwillbemoving,thepoliciesbeingusedandanyanticipatedchallenges.Hereiswhatshouldbediscussed:

thetransfereebaseanddeterminepotentialchallenges. It’s important to fill your relocation partners and service providers in on who will be moving so that they can better understand what will be needed and give you and your team much needed support. For example, if your third-party relocation company know there will be a lot of college recruits this summer, they can start working with their network in advance to start identifying housing communities and gather information about the area.

Reviewyourrelocationpolicies. This is a good time to dust off your relocation policies and give them another look. Are they still competitive? Do they meet the needs of the employees that you are transferring? Your relocation provider will inform you of any new best practices, industry trends, benefits, etc., in order to make sure you are using every tool possible to meet the needs of your employees or to compete for top talent.

Beaneditor.Carefully re-read your relocation policies. If you and your relocation team find holes in the current policy, now is the time to fix them. At the very least, be sure to review the policy for clarity. nothing should be left up to interpretation.

SHARE tHiS!

This is a good time to dust off your

relocation policies and

give them another look.





Establishatimeline. let your relocation service provider know when most of the moves will occur. This will help them organize their internal teams and alert their suppliers so that they can do the same. This is also a great time to discuss a realistic timeline for dealing with each individual move. For example, if you are relocating a lot of homeowners, this is a great opportunity to understand how the current housing market trends might impact the transferees’ ability to sell, and how that might impact the transferee personally (and the business).

Evaluateyourreportingneeds. What information do you need for reporting back to management? Is your relocation provider capturing all of the data you want during the initiation process? Are there any unique reporting requirements for a certain group of transferees? If you let your relocation services partner know in advance your potential reporting needs, then they can ensure that the information is captured and begin developing any ad hoc reporting before the relocations start. once busy season gets underway, it is more difficult to go back and find the right information.

If possible, it’s great to have these meetings face-to-face. If that’s not possible, be sure leave enough time to finish the discussion so that the appropriate measures can be taken sooner than later. For those who want to be super-efficient, it is never a bad idea to loop in any department managers, executives and/or recruiters that will be impacted by relocations. This will ensure that everyone understands what is being offered to whom and why, which can minimize exception requests later on.




ManagE the ExpECtations of EvERY potEntial tRansfEREE


Peak Season

priortoinitiatingtherelocationprocess,it’simportantthatthetransfereeunderstandsthechallengesinvolvedinrelocatingbecausethesechallengeswillbeheightenedduringbusyseason.Herearesomeissuesthatyoushoulddiscusswitheachtransferee:

Homesellingcompetition. spring into summer is peak season for the real estate market. on the one hand, this is good because there may be more candidates interested in buying the transferee’s home. on the other hand, the amount of competition can be daunting. In today’s market, it’s critical to manage transferees’ expectations about what they will be able to sell their house for and what, if anything, the company will provide in case there is a loss on sale.

Householdgoodsmovinginpeakseason. Unfortunately, moving companies are not FedEx. While relocation providers work hard to ensure household goods vendors are timely, there are no guarantees during the summer that every move is going to fit into the exact schedule that the employee wants. It’s really best to explain to transferees up-front that their goods will be delivered at some point during a spread of days and that late shipments do happen during the summer. This conversation is especially important for transferees that have smaller shipments or are working with a lump sum.





settling-in. settling-in is a challenge for most transferees, regardless of the time of year. However, it can be even more daunting for those coming from another country. It’s critical that they have a realistic expectation of the environment that they are moving to and the accommodations in which they will be living. Finding schools, gyms, religious establishments and grocery stores, not to mention setting up accounts and licenses, takes a good deal of time so they should be prepared to set aside a few days to get acclimated. settling-in services can be a great help towards making good use of their allotted time.

startdates.It’s a great idea to decide on their start date in the new location right away and then help them work backwards to ensure that they use their time wisely. For example, if they need to start on september 1st, then they need to list their house early spring at the latest.

presentthelocationhonestly.Are you moving transferees to a hardship area? What about from a city to the country side? We cannot stress enough how important it is that you present the location honestly. It is better to know right away if the transferee feels they cannot adapt to the new location then to gloss over the issues and deal with a failed relocation later. This is even more important when you are moving people internationally.

Every transferee is going to be different, so you may need to adjust the conversation based on their questions and needs. Pre-decision counseling with an expert is often very helpful in this stage. At the very least, always be honest. If they feel that they cannot do the move, it is best that they self-select out of the relocation. or, they may love what they hear and decide they can’t wait to move! Either way, be sure to give them enough time to discuss expectations with loved ones so that they make the right decision for their families.

SHARE tHiS!




MUst do’s for CoMMUniCating the poliCY


• Do be sure that the benefits are very clearly defined in the relocation policy and that the transferee receives a hard copy as well as electronic access to their policy

• If possible, arrange for an in-person meeting to go over the policy to try and get a feel for any potential exceptions that may be forthcoming

• Do let the transferee know that the relocation provider will be scheduling a convenient time to explain the policy benefits in detail and answer questions

• Do encourage them to ask the relocation provider questions as they come up

• Do provide a benefits summary sheet in the meeting and also electronically

• Do provide education materials if possible. For example, a sheet on how to budget a lump sum may be very helpful for transferees who have not moved before and do not know what things cost

SHARE tHiS!

Oncetheemployeehasdecidedtotransfer,theymustknowhowmuchsupporttheywillreceive.It’sagoodideatoengageyourrelocationservicesproviderrightaway.Rememberyournewhireoremployeeisanxioustogetstartedsoeachadditionaldayofnothearingfromanyonecanseemlikeaneternitytothem.Herearesomemoretips:




pREpaRE to tRoUBlEshoot along the waY


Eventhebestcompanieshitsnagsduringthebusyseasonsoit’simportanttohaveaplanfordealingwithproblemsandspecialrequests.Feelfreetoaskyourrelocationservicesproviderforguidance,bestpractices,alternativesandpotentialextendedimplications.Here’saroadmapfordealingwithproblems:

Beprepared. Problems happen to the best of us. It’s not fun for anyone when something goes awry, but it also shouldn’t come as a surprise. If you go into the busy season prepared for hiccups, you won’t be thrown when they happen. In the event that a problem occurs, stay calm. Be sure to get all sides of the story regarding the issue so that you can explain what happened clearly and calmly to the transferee and work towards a resolution and not play a blame game. If everything goes smoothly, more power to you.

Decidewhichitemsareexceptionworthy. It’s prudent to have a good idea about what items might be considered critical enough to warrant an exception approval. remember, granting one exception sets a precedent for future similar exception requests. They should never be granted on a whim.

SHARE tHiS!

In the event that a problem

occurs, stay calm.





Identifyiftheproblemisrealorperceived. Transferees are under a lot of stress when they move and they may think something is a major problem, even if it’s a minor issue. It’s best to ask a lot of questions and speak with everyone in order to get to the bottom of the issue before rushing to judgment. For example, as soon as their household goods move is booked, the transferee may receive a “delivery spread.” If this is the first time that they are moving, the transferee may react thinking that they have to be available during that entire time period when in actuality the actual delivery date(s) will be confirmed as they get closer to the move.

Determinehowtofixtheproblem. If the problem is real, then call your relocation partner and figure out how to fix it. Is it possible to mitigate the issue through negotiation with a vendor or sub-vendor? Can you provoke a mea culpa from the offending party? If the problem is not fixable through negotiation, but it’s important enough to solve, then it may be time to move forward with an exception.

Coveryourbases.If an exception is requested, confer with your management team to discuss the impact that granting the exception might have on your company as a whole (since it may become precedent). We advise that you do this before discussing the exception with the hiring and/or department manager or transferee so that you do not create any false pretence or make promises you cannot keep.

SHARE tHiS!





ConClUsIon

W e anticipate that this summer is going to be busier than the past few summers. now is the time to get your ducks in a row so that you are prepared for the rush. Having a game plan, and a team at the ready, will help you stay calm throughout the busy season. We hope you found this eBook helpful and fun. When in doubt, always remember:

“smile, breath, and go slowly.”—Thich nhat Hanh




5 Essential Steps to Survive the Relocation Busy Season

Business

Transcript of 5 Essential Steps to Survive the Relocation Busy Season