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 A
mere 14 days before Thanksgiving, I wanted to take this opportunity
to truly say thank you to our customers, peers, and employees.
When WHR Group
was created 20 years ago this year to assist with appraisal
management, I never could have imagined the comprehensive services we
offer today--from individual component to fully outsourced domestic
and international relocation programs.
For another
year, WHR has maintained 98% service satisfaction and has retained
100% of clients. I have certain people to thank for this:
- Clients: WHR
prides itself on offering customizable, flexible solutions. To
those we currently service, I thank you for entrusting us with
crafting programs that fulfill your unique needs and offering
the opportunity to fully understand those needs. Our goal is to
treat every client like our only client, and I hope this comes
through our delivery.
- Partners: WHR
considers its partnering vendors and suppliers extensions of WHR
and its own mission and values. To those who support our vision,
I thank you for upholding a true commitment to service and being
the backbone of our services.
- Employees: If a
company is only as strong as its employees, then I owe these
people everything. Thank you to every single person who
represents this company--whether on the phone, or on the road.
WHR would not be where it is today without the smarts and hearts
of these individuals.
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Relocation Tip of the Month
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Offer a relocation
"test drive."
There is no doubt the cost, stress, and change
associated with relocating. As an Employer, considering adding
WHR's Pre-Counseling Service to your list of benefits. The service is
provided at no cost and gives your employees the chance to contact a
WHR Relocation Counselor, toll-free, to answer any questions relating
to your company's relocation program prior to accepting the move. WHR
can also assist with determining financial standing in the current
location and giving an overview of housing/rental markets in the new
location.
As a WHR Partner, provide a
thorough checklist of things the transferee can expect from enlisting
your services. Giving transferees a chance to preview what's to come
can ensure a smoother engagement in the future.
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 The latest trend in
housing? Roommates
By Les Christie, CNN Money
With rents
rising faster than most American's paychecks, finding a roommate to
split the bills... Continue reading...
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 Why 70% of Potential
Homebuyers May Get a Mortgage By Year's End
By Brian O'Connell, MainStreet
After a year of fits and starts, Americans feel better
about the housing market. The data look fairly... Continue reading...
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 A New Challenge for
Veterans Who Want to Buy a Home
By Chris Birk, Fox Business
After years in
the shadows, the historic VA loan program is getting some time in the
sun, but it... Continue reading...
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Customer Experience Metrics
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As we look for
ways to improve our service, one change we are embarking upon is the
implementation of a Net Promoter Score® program to benchmark WHR
against the best companies in the service industry. NPS measures
the question, "How likely is it that you would recommend WHR as
a relocation management provider to a friend or colleague?"
"Promoters" have responded to this question with a 9 or 10.
"Passives" have rated the company a 6 - 8.
"Detractors" have rated the company a 1 - 5.
Formula:
(Promoters - Detractors) ÷ Total Number of Responses
= Score of "Promoters" (-100 to +100)
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2013 Avg. Participating U.S. Company Score
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Find out more
about how WHR is implementing NPS here.
Net
Promoter, Net Promoter Score, and NPS are registered trademarks of
Bain & Company, Inc., Satmetrix Systems, Inc., and Fred
Reichheld.
*Source:
CheckMarket.com Blog
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Want
more information like this? Click to keep in touch with WHR Group:
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Follow
Worldwide ERC CEO Peggy Smith's blog about workforce
mobility and other industry issues
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"I would hire
these two."
~Michael;
Broken Arrow, OK
"[My
counselor] did a great job communicating the relocation benefits and
being responsive to my questions."
~David;
Stratford, CT
"I think WHR,
and especially [my counselor] whom I dealt with almost exclusively,
offered excellent customer service during my relocation."
~Robert;
Vidalia, GA
"I moved my
family a lot of times...but this is by far the smoothest and best
move."
~Troy;
Lincoln, IL
"They were
amazing. Very friendly and understanding of my family's needs."
~Wassim;
Clifton, NJ
"[My
counseling team members] have been fantastic with everything involving
the sale of my house and my relocation matters."
~Steven;
Chantilly, VA
"These two
were amazing! They knew their stuff, answered my questions, and were
available at all times. They made my move so easy."
~Gregory;
Maple Grove, MN
"Both [team
members] were the best possible team to be assigned to. Very
professional, prompt, polite. Felt like they were my own
representatives! A pleasure to work with!"
~Daniel;
Bakersfield, CA
"They both
were wonderful to deal with. Very kind, pleasant, knowledgeable, and
responsive to my questions."
~Anne;
Royal Oak, MI
"I LOVE [MY
COUNSELOR]. All assistance provided by [my team] has been world
class."
~Wanda;
Simpsonville, SC
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Named
a Top Workplace of 2014
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