5 Ways to Improve Your Relocation Exception Management Process

by | Oct 25, 2018 | News

Sometimes, no matter how detailed and inclusive your employee relocation management policies are, you run into exceptions or special requests from your employees. This might include wanting to bring children on house-hunting trips, needing an additional month of temporary housing, moving a pet, or asking for an extension on household goods storage. Relocation packages and other moving benefits can vary greatly.

Unique circumstances arise before and during the relocation process. It’s inevitable that relocation support will be needed. That’s why most companies allow for exceptions to their policies.

relocation exception management

Our 2018 Mobility + Culture Benchmark Study discovered that only 28% of companies consider themselves as having flexible, easily adapting relocation packages. The remaining 72% tend to stick closely to their outlined programs. Even though most companies are consistent with their relocation programs, 64% said they were more likely to make exceptions to their policies for relocating employees.

exception management

Exception management is a crucial component of any company’s relocation program. Policies are created to consider the majority of relocating employees’ needs; however, no two relocations are ever the same.

1. Managing expectations minimizes exceptions

Before hiring a new employee or transferring an existing one, it’s important to thoroughly review and understand expectations between you, your relocation management company (RMC), and your employee. Taking a proactive approach to your employees’ unique needs and concerns is the most effective way you can manage exceptions. Your RMC should also take ample time to review the applicable policy with the transferring employee so that their expectations align with your program’s parameters. Time spent managing expectations is time well spent as it will result in fewer policy exceptions. Important considerations would be relocation support, moving benefits, and potential relocation reimbursement.

2. Be realistic, knowledgeable, and flexible

Knowledge is everything in the relocation process. In the Mobility + Culture survey, we asked respondents to provide the most common exceptions they were making. Here’s what we found:

%

Temporary Housing

%

Benefit/Time Frame Extension

%

Additional Household Goods Services

%

Household Goods Storage

%

Additional Allowances

Simply knowing the most common relocation exceptions can help prepare you for future relocations. You’ll be more realistic when it comes to what you approve, and more flexible in what you offer.

3. Preparing for unforeseen relocation events

No one can predict all possible outcomes of a transfer. What if the old homeowners are not able to close on their new house as quickly as anticipated? What if household goods are delayed for months by customs? Most employee transfer policies do not cover such instances because they occur so rarely.

However, on the off chance that something unforeseen does happen, your RMC must be able to quickly adapt and manage the situation. A closing delay could mean additional temporary housing and additional temporary housing could mean additional household goods storage. The goal of relocation exception management is to stay proactive and anticipate the employee’s needs before they even know what they are themselves. Be sure to communicate with your RMC about some of these possible relocation contingencies and how they are managed.

4. Tracking and reporting

Only 64% of companies that make exceptions to their policies utilize technology for tracking. The ability to track and report exceptions, including ones approved prior to the transfer, provides your company with a baseline of realistic expense expectations. This also allows you to estimate the cost of future relocation exception requests and make policy changes as a result.

5. Make relocation exception policy improvements

We believe (and have seen through our own work) that keeping a close eye on relocation package exception trends within your program may allow opportunities for policy revisions, thus saving you the time-consuming task of processing the same exception multiple times. However, we found that only 62% of companies make changes to their moving package policies based on exceptions. Policy recommendations and improvements should be ongoing and provided by your relocation company. This will ultimately help you control costs and attract and retain your best employees.

domestic policy designer

The WHR Intern Experience: Part Two

by | Oct 9, 2018 | News

Editor’s Note: We asked two of our 2018 summer interns, Alexis Harris and Joe Plantier, to write about their experience and work at WHR Group.

After interning at WHR Group Inc. this past summer, I can certainly see why this company is considered a leading employee relocation company and has been voted a Top Workplace in Milwaukee for five consecutive years. The paternalistic culture provided by WHR has surely impacted me in my short time there.

First Couple Days

Looking back at my first day at WHR, I had very little idea what employee relocation means. After a thorough week of training, starting from the ground up, I now have a much greater understanding of the global mobility world.

The training consisted of a few pieces:

1. The Employee Handbook

The first piece was going through the employee handbook with our Human Resource Manager, Janessa Penneau. I felt this training was necessary and extremely helpful because it provided insight on how WHR became the extremely successful company it is today. In addition, by learning more about the background of WHR, I was able to connect with the core values on both a personal and professional level.

2. “Relo 101”

The second major piece of training was called “Relo 101.” This training is set up to give new staff members a rundown of the processes regarding employee relocation. Relocation is a very complex process, so this was a lot to take in all at once. However, Sean Erner, the Inside Sales Supervisor, did a great job turning complex terms into simple concepts for the new hires, including myself. “Relo 101” touched on a variety of topics within the relocation process, some topics that were covered included inspections, listings, appraisals, buyouts, household good services, and much more.

The SHRM Conference

The Society for Human Resource Management (SHRM) annually hosts the largest human resources conference in the United States, with upwards of 16,000 people attending the latest conference at McCormick Place in Chicago. WHR’s sales team was amongst the exhibitors and they did a great job establishing connections and creating relationships over the course of the conference. They were able to bring back hundreds of new leads for myself and the other summer intern, Alexis Harris, to pursue over the next few weeks.

Alexis and I developed two unique campaigns to follow-up with the new leads from SHRM. Instead of using the classic sales technique of emailing each lead, we chose to make our first contact using personalized video messaging. The video software we used specializes in short videos that are meant to stand out as a new way to follow-up with leads on a more personal level. With the increase in automation, less companies are choosing to use truly personalized messaging, which is a shame because the response rate we received on these videos was truly astonishing. The leads who were sent these personalized videos seemed to really appreciate the classic style of face to face communication.

The next form of communication we tried was a calling campaign where we reached out to the leads over the phone. This campaign was very successful right off the bat. WHR is unique because we have programs specifically designed for companies of all sizes.

The last form of communication we used to follow-up with leads from the SHRM conference was in an email campaign. Alexis and I spent a few days developing an enticing series of emails with the goal of booking a meeting. We created a total of seven emails that were sent out over the course of a few weeks.

Moving Forward

I feel I’ve taken full advantage of all the opportunities that WHR has provided me. WHR has also done a great job with providing the necessary information/instruction that has allowed me to grow as an individual and as a professional in the workplace.

I would recommend this internship to any college student seeking summer employment!

Joe Plantier

Joe Plantier

Business Analyst Intern

Joe interned with WHR Group during the summer of 2018. He is currently pursuing a degree in Finance at the University of Wisconsin-Whitewater and expects to graduate in 2020.

Join our team today

3 Truths About Outsourcing Your Relocation Program

by | Oct 3, 2018 | News

As you know, there’s a lot that goes into relocating an employee – you have to coordinate the move, administer expenses, review and approve exceptions, audit invoices, and manage third-party suppliers.  You have to stay up-to-date on real estate market trends, immigration laws, and tax reforms. And all the while, you are responsible for truly guiding your employees and their families through the entire relocation process.  

It’s a lot. We get it.  

We have no doubts that you can handle the relocation process on your own, but you don’t have to. The relocation industry exists to help you provide your relocating employees and their families with the best – the best service, the best suppliers, and the best processes.  

relocation management

Partnering with a relocation management company (RMC) not only helps you get your best and brightest talent to wherever they need to be, it also: 

Reduces Risk 

You aren’t confined to just one moving company, temporary housing provider, or realtor because any RMC worth its salt will have a certified network of global suppliers available to you. No more online searches for untrustworthy companies, just quality vendors determined to provide you with fantastic service and competitive rates. 

Controls Cost

There’s a common misconception that hiring an RMC will cost a significant amount more than running your program in-house. However, the reality is, RMCs are constantly moving high volumes of transferring employees for multiple clients every year. This means they are building strong relationships with suppliers, receiving volume discounts that don’t change, even during peak season. You can also be assured your policies are reviewed regularly to avoid unnecessary dollars spent. 

Saves Time

In-house relocation programs tend to rely on multiple departments – accounting, payroll, recruiting, HR – all requiring a say in how the relocation is managed. In most cases, relocation isn’t their primary job function, and when this happens, oversights can occur, resulting in unforeseen delays. Overpayments, billing errors, and invoicing mistakes can all take additional time to sort out – time your employees just don’t have.  

Managing a relocation program is difficult enough without also having to review another department’s involvement. RMCs do one thing and one thing only: manage relocations. This means they can anticipate your employees needs before they even know what they are themselves. Your employees will experience more consistency in their relocation packages and you’ll enjoy having a simplified process.

 

At the end of the day, we all want the same thing – happy, stress-free, productive employees that are ready to get to work in the new location. And to get there, we need to make sure they get the white-glove service they deserve. Let’s face it, relocation is one of the most stressful events your employees and their families will ever experience. We can’t let them down. 

See what type of relocation solutions WHR Group can offer your program today.

The WHR Intern Experience: Part One

by | Oct 2, 2018 | News

Editor’s Note: We asked two of our 2018 summer interns, Alexis Harris and Joe Plantier, to write about their experience and work at WHR Group. Read Part Two by Joe Plantier here.

My name is Alexis Harris and I’m going into my senior year at the University of Wisconsin-Milwaukee. I am double majoring in Marketing and Journalism, as well as Advertising and Media Studies, with an emphasis in Public Relations and Advertising. I will also obtain a certificate in International Business.

I became an Intern at WHR Group Inc. (WHR) to explore the sales industry, as well as to learn more about the niche market of employee relocation. Prior to my internship at WHR, my professional experiences were within the public relations, promotion, sponsorship, and customer service industries.

WHR has provided me with the sales experience that I will carry with me throughout my professional career. Seeing as the sales industry was so new to me, I really didn’t know what to expect.

The First Few Weeks

During the first few weeks at WHR, I began to learn the ins and outs of employee relocation, while also getting to know the Sales and Marketing Team. It was interesting to learn more about the employee relocation process.

I also loved learning about the Sales and Marketing Team, such as their education backgrounds and professional careers. Personally, it’s always beneficial when people are willing to share their professional journeys with me. During this time, a lot of information was thrown my way. Although the internship was sales focused, I was also able to assist marketing with various projects (like this blog post).

Our Project

While assisting the Sales and Marketing Team in their day-to-day activities, the interns were also tasked with creating a campaign from start to finish. The campaign was to coincide with the SHRM Conference, which was held in Chicago earlier this year. Once our Business Development Team returned from the conference, the interns divvied the potential leads and compiled our book of business. This campaign included video messages, calls, emails, and booking meetings. The entire process took about three weeks to complete.

Along with the SHRM campaign, I was able to help with WHR’s benchmark study and responses to RFPs. The remainder of my time at WHR will be focused on generating business with the continued use of video messages.

What’s to Come

The opportunities that I’ve experienced have been incredibly influential to my professional development. The skills and knowledge that I’ve received have helped me expand my career search and opportunities after graduation.

Aside from the professional aspect that WHR has provided, the company culture is unlike any other company I’ve worked for. Sometimes when working in large corporations/companies, you feel like just a number, or do I dare say, an average intern? But WHR has assured me that my contributions are valuable, and not just busy work. Each task that was assigned to me always had a purpose.

Another great thing about this team is that they care about my internship experience. They encourage questions, suggestions, and have been a genuine asset during my learning experience.

In short, the word “community” has an entirely different meaning at WHR Group.

Stay tuned for Part Two! Joe Plantier will share his WHR Group internship experience next week!

Alexis Harris

Alexis Harris

Business Analyst Intern

Alexis interned with WHR Group during the summer of 2018. She is now in her senior year at the University of Wisconsin-Milwaukee and will be graduating in May of 2019 with a double major in Marketing and Journalism, and Advertising and Media Studies.

Join our team today

An Insider Look at WHR’s Agent Qualification Process

by | Sep 25, 2018 | News

Ten minutes.

It takes less than ten minutes to qualify a new agent within WHR Group’s Real Estate Partner Network.

That isn’t a lot of time. But, by asking specific, targeted questions, and speaking directly with the agents, WHR’s Vendor Management Department is able to significantly reduce the time spent finding and qualifying agents.

Most importantly, our qualification process allows us to better control the transferee experience during both the home sale and home buying process.

This past summer, I spoke with an agent with 15 years’ experience on the job and over 10 years’ experience handling relocation sales. She said WHR was the first relocation company to ever call her directly to check on her qualifications…in over 10 years! She was very impressed and thought WHR’s intentional approach ensured that each transferee works with knowledgeable agents.

A proactive agent qualification process

Real estate agents are CRITICAL to a smooth corporate relocation. They are the most regular face-to-face vendor contact a transferee will have in both the origin and destination locations. These agents support transferees and guide them through every step, including the stress of repair negotiations, offer escalations, and so much more.

By ensuring the transferee has a kind, experienced guide, we have seen homes sell quicker and transferees score their agent with over 90% satisfaction year over year. The home sale and purchase steps of a relocation are often the first dominoes in the chain that can trigger the move and family assimilation so making sure those get off to a good start is a high priority.

Affiliations shouldn’t matter

Another unique feature of the WHR Real Estate Partner Network is its independence. Many relocation management companies (RMCs) feed leads to real estate companies within the same parent company. This isn’t the case with WHR. We are solely focused on finding brokerages with the experience and quality service to deliver exceptional support for our transferees.

Only the best

WHR strives to work with the best of the best in each industry. We vet, measure, and hold each company that we partner with accountable for the services performed. Whether finding a new agent or working with an agent that has been part of our network for many years, we want our transferees to have confidence in their agents and to find a real connection. Matching an agent and transferee can be as difficult as setting up a blind date, but there are some tested standards that we have seen that make a positive impact on the relocation.

How long has the agent been licensed and how many relocation transactions have they closed? Experience is the greatest teacher and means the agent has both the capability and the network to find a strong offer and help in difficult negotiations. These agents can identify red flags and address property condition, marketing, or title concerns from day one, because they understand how the relocation process is linked together.

How many transactions have they closed in the last 12 months?

This question reveals the amount of time the agent dedicates to their real estate career, as well as the agent’s marketing efforts and ability to close a deal. We compare this value with other data on the market to determine if the agent has built a good reputation in the market, while ensuring they aren’t so busy that the transferee will feel neglected.

Setting the right expectations

Setting clear, measurable expectations early on will ensure that the agent and transferring employee both have a great experience. After reviewing the agent’s qualifications, we communicate next steps and our communication standards. It all comes down to teamwork. At the end of the day, we’re all working towards the same goal of creating a smooth transition for the transferee and their family.

Jenny Blechl

Jenny Blechl

Manager of Strategic Initiatives and Implementations

Jenny has been with WHR Group for the past 8 years and has served as a Relocation Counselor and as a Client Services Manager. Today, Jenny offers a unique perspective on WHR’s operational development and strives to continuously improve the client and transferee experience.

We look for specific culture fits when finding relocation agents, see these essential values here.