Tag Archives: Surveys

Drive the candidate experience with purpose when relocating talent this summer

In Chapter 6 of my book “Find Your Lane”, I share the importance of driving with purpose.

“When you drive or lead with purpose, you are committed. Commitment is the key to getting through the tough days and making it to your destination. You can’t be half in or even 90%, you have to own it!  Whether it’s finishing college, advancing in your career, or improving your marriage, you will need to be committed all the way for the most effective results.”

This is also the case when you are trying to relocate talent for your company.  For example, Tax reform has created a lot of questions and is driving conversation around changing mobility programs to a “lump sum” benefit which often places the burden on employee (and spouse in most situations) to manage the relocation on their own. This will decrease the experience in most cases since the majority of families need support during this difficult transition. They need a concierge and a coach to help elevate the onboarding and relocation experience.

Did you know over 40 million families move each year in the US and the majority of these moves happen in the summer from the time school gets out in May until school resumes in September?

This brings many challenges that requires comprehensive and many times complex coordination by relocation and transportation companies to meet customer expectations and make each move a great experience for each family. This time of year is more important than ever to have a partner you work with that you know and trust.

As we get ready for the upcoming summer peak moving season, let me share 10 things to consider as you drive your program with purpose to make it a great moving experience for your employees moving:

  1. Schedule the moving survey as early as possible. A successful move starts with a successful move plan.
  2. Reserve moving dates 2-3 weeks prior to your loading dates. Don’t wait. Many areas of the country close dates early especially during the summer.
  3. Stay away from “bidding” moves during peak moving season. Capacity pricing actually drives pricing up and employees and relocation companies aren’t committed until the customers says yes which can be too late to get their preferred dates.
  4. Some “difficult to service” areas may require a “virtual survey”.
  5. Need one day delivery? Ask about small shipment container options. Some include free storage up to 3 weeks.
  6. Transit spreads will be longer due to driver “hours of service” regulations and ELD mandates.
  7. Make sure you have full replacement valuation coverage.
  8. Want your boxes picked up after unpacking, ask about getting a debris pickups.
  9. Ask about other relocation services when moving such as home marketing assistance and home searches in new location.
  10. Draft or update your policy… Discuss with your partner for expertise and support!

Quote of the week: “Not everything that counts can be counted, and not everything that can be counted counts.” (Albert Einstein)

Call to Action: Have questions when moving your talent to elevate the onboarding experience? Reach out to a partner to help you achieve your business needs this summer! The return will significantly exceed the time invested.

This has been A Relocation Minute on “drive with purpose when relocating talent” with Bruce  Waller, for more information, call 972-389-5673, or email bwaller@goarmstrong.com or check out my social media Facebook and Twitter page.

Also, check out http://www.BruceWaller.com for review my latest leadership book “Find Your Lane” on sale at Amazon, or Barnes and Noble. Available on Kindle edition too!

NTRP is Driving Relocation in North Texas with Purpose

Do you have Mobility responsibility in your organization? If so, you need to “plug in” and connect with the North Texas Relocation Professionals, a WorldwideERC chapter in North Texas! On Feb 7, NTRP kicked off 2018 with some great speakers to share information about relocating in North Texas with Purpose. Special thanks to Jessica Heer, VP Talent Acquisition, Dallas Regional Chamber for sharing information with our members on “Say Yes to Dallas” campaign, and David Arbuckle, Vice President-External Affairs with Texas Central as he shared information on “The Bullet Train” project. Both speakers brought a wealth of information and value for our members and guests…

Here are a few takeaways for you to review too!

Jessica Heer, Dallas Regional Chamber

  • More than 70 HQ relocations in last 5 years. (it’s actually over 100 now!)
  • Why is Dallas so attractive? Economy, Airports, College Graduates, and Affordability
  • Recently launched http://www.SAYYESTODALLAS.com campaign on twitter and Instagram
  • 2017 Nationwide Survey for Millennials (19-37 years old)
    • 4 in 10 looking to relocate
    • Cool, fun, innovative, progressive, and affordable
    • Dallas ranked #9 (Denver #1)
  • Website also includes a cost calculator
  • Traffic congestions has decreased significantly on I-35 and I-635 with Texas Express
  • Over 380 outdoor parks to enjoy in Dallas
  • Dallas Essentials Guide in a must review – check it out on the website!

David Arbuckle, Texas Central

  • The Texas Bullet Train is good for Texas
  • Dallas to Houston in 1.5 Hours / 200 MPH
  • Trains run every 30 minutes / Always on / seats every 30 minutes
  • 53 Year Safety Record in Japan
  • $10 Billion investment / $36 Billion Impact for Texas
  • Create 10,000 Jobs / 1500 once completed
  • Shuts down at night for maintenance
  • No road crossings / either up over highway, or below highway
  • Breaking ground 2019
  • Opens 2024

Our members/guests asked some great questions during the meeting including questions about safety, capacity pricing, carry-on limits, and terminal parking. David did a wonderful job responding to each question including something we don’t think about when it comes to parking. He mentioned there will be enough parking, but we really don’t know if there will be as many people driving cars in next 6-8 years with carpooling playing a big transit role to and from airports. Parking space at terminal is still in review. For more information, check out our website http://www.northtexasrelocationprofessionals.org We hope to see you at our next meeting on April 19th as we discuss Tax Reform challenges and success stories with Relocation Management Company leaders in North Texas at Omni Hotel in Frisco, Texas.

Call to Action: Check out www.sayyestodallas.com to review/share information for employees moving to Dallas, or www.TexasCentral.com to access Bullet Train project forum.

Quote of the Week… “Coming together is a beginning; keeping together is progress; working together is success.” (Henry Ford)

This has been A Relocation Minute on “NTRP is Driving Relocation with Purpose in 2018” with Bruce Waller, For more information, call 972-389-5673, or email bwaller@goarmstrong.com or check out our my social media Facebook and Twitter page.

Also, check out www.BruceWaller.com for review my latest leadership book “Find Your Lane” on sale at Amazon!

Want a better experience for candidates moving this summer? Consider these mobility strategies…

The month of May marks the beginning of peak moving season! Schools out and families take advantage of the summer months to relocate and settle in their new city before school starts in September.

Based on different sources, there are approximately 40 million families moving annually or 10-15% of US population. However only about 15 million families are moving to a different county, state, or country while the remaining population moving is locally within same county.

There are also approximately 8000 moving companies in the US, with approx. 50% of them (4000) that belong to AMSA (American Moving and Storage Association) and have authority registered to service long distance or nationwide moves. This means (based on my calculations) that household goods moving companies will relocate an average of 18 families per day from May through August compared to averaging 6 families per day from September through April. Statistics will fluctuate based on the size of the moving office, but either way — WOW! That is 3 times more volume moving each day during the summer! The peak moving summer season can make moving more complex and requires precision moving coordination.

Therefore, it’s important to approach your move differently during this time of the year. Here are a few tips to think about sharing with your team to have the best experience when moving this summer:

  1. If you don’t have a relocation partner, get one! Capacity drives up move cost, even when you get bids… and partners will often find ways to help your team when you get in a tough spot!
  2. Advise your employees to schedule the household goods move survey BEFORE home sells. This is a great time to discuss move plan expectations to be prepared when the home sells.
  3. Communicate that preferred moving dates need to be made at least 14 days prior to moving. Some cases less time and others may be 2-3 weeks due to the location.
  4. Consider a container move approach for small apartments or when moving less items. Benefits include a guaranteed delivery date and free storage while traveling to destination.
  5. Prepare employees for increased transit times for the household goods delivery in the summer due to driver hours of service regulations.

Also, be sure to ASK your moving partner about other relocation referrals and assistance including new community information. They can help ease the complexities for your team!

Call to action: Reach out to your moving partner this month to discuss strategies to help your employees this summer. If you know someone that needs a partner, please share this information with them. They will appreciate the referral and so will their employees.

This has been “A Relocation Minute” on “Beginning of Peak Season Moving Tips” with Bruce Waller, for more information on relocation resources call 972-389-5673, or email bwaller@goarmstrong.com.
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Using data AND this leadership trait is essential to being recognized as best in class!

One of the trends we are seeing today in mobility is relocation companies differentiating themselves using metric scorecards to track customer satisfaction and quality scores for improvement. Many companies use a post-move survey at the completion of the relocation to get feedback from the customer in many areas from home marketing assistance to temporary housing to moving the household goods. This feedback has excellent data for external client reviews, as well as internal teammate reviews for recognition and improvement.

The common thread to achieve success for improvement in any process for service and quality in an organization is COMMITMENT! Excellence starts with a commitment from all stakeholders with an intense focus on process improvement to be the best in class. postmovesurvey

When it comes to moving the household goods, United Van Lines partners with a neutral third party company to provide post-move surveys to each customer moving which helps rate the best moving companies for success as well as identify areas for improvement for each office throughout the US. The post move survey focuses on communication, quality, and the overall moving experience. United Van Lines provides post move survey ratings for each office across the US to review for improvement each year and recognizes the top quality provider in each class at the annual UniGroup convention.

A few years ago, the Armstrong Relocation leadership team committed to including quality service score metrics as one of their top business goals in the company to elevate the focus on the customer and help employees identify an area to measure success.

The results?

In October of 2016, Armstrong Relocation Dallas office will be recognized among hundreds of agents as the WINNER OF THE 2016 Customer Choice Award at the UniGroup Convention for largest agent class. This recognition is more than providing best in class service and quality for our customers. It’s about collaboration among teammates and playing their role to provide excellence for each customer from the surveyor to coordinator to operations to moving crews to auditing and invoicing to be THE CUSTOMER’S CHOICE! It’s about a COMMITMENT to every customer, and every employee, on every move!

Congratulations to Armstrong Relocation and Companies in Dallas, Texas for winning the prestigious 2016 United Van Lines “Customer Choice Award”!

Quote of the Day… “The Goal is more than the Role.” -Darren Hardy

Call to action: Reach out to your relo partner to learn how they are performing when it comes to quality moving services and discuss areas of improvement. I am also happy to meet with you to share how we achieved our quality scores to rank best in the US! We would enjoy building a partnership with your team too!

This has been “A Relocation Minute” on “Commitment to Customer Choice” with Bruce Waller, for more information on relocation resources, call 972-389-5673, or email bwaller@goarmstrong.com. Follow me on Twitter too!

Slow Down to Accelerate… 3 ways to elevate the relocation experience for your critical talent!

I was recently read Steve Laswell’s book “The People’s Project” and wanted to share a takeaway on how fast we all seem to be going these days. In one of his chapters, Steve mentioned we need to “slow down to accelerate” our personal growth and leadership. This is such a great perspective when you think about how busy we are . When we slow down (or invest personal time) to evaluate ourselves or something we are managing, it gives us opportunity to get clarity, and make sure we are focused on the things that matter as leaders in both our business and in our personal life.

When I talk with HR professionals about employee relocation, many will often say that relocation is only a small portion of their responsibilities, but when it happens —- it takes up a lot of their time trying to managing it. When companies don’t have a lot of relocations, they typically don’t invest time in the “up front” strategies, and policy benchmarking. However, it doesn’t matter if you have 5 relocations, or 50, they are ALL important. Investing time to source partners, and develop a good strategy will ease the complexities for you and your team.

Here are 3 ways you can “slow day and accelerate” your relocation program for maximum impact:The People Project

1. Client Review – Great relocation partners will provide you with data monthly, quarterly, or annually depending on your relocation volume that will allow you to step back and evaluate how your relocations are going from both a cost and quality perspective. Many times you will see trends, or exceptions that you might consider adding or eliminating from policy. It’s a great time to communicate what works, and expectations to elevate the experience for your employees moving.

2. Networking – There are several groups to get involved in such as WorkwideERC, and SHRM. Attending these organizations/conferences may take some time, but the people you meet can be a great resource for you, especially when benchmarking recruiting, compensation, and other responsibilities you might have. If you have a lump sum program, you might ask how others maximize the effectiveness. I encourage you to invest in networking with at least one group in your area and find out what others are doing when relocating employees. You can learn a lot from both corporate professionals, as well as seasoned suppliers.

3. Surveys – Do you survey your employees when relocating? This is a great way to find out what they enjoyed, and what changes might need to be revised in your policy. Some questions might be, what did you enjoy the most, what did you not like about your move, how can we make this onboarding easier for our employees when moving. I would encourage you to reach out to your employees when the move is complete, as well as talk to your relocation partner about how they survey employee relocations. It will make a difference.

Call to action: Contact your relocation partner this week to schedule a client review and ask some of these questions to elevate your program. Your employees will appreciate it and so will YOU!

2nd Call to action: Read Steve Laswell’s book called “The People Project, Your Guide for Changing Behavior and Growing Your Influence as a Leader”. You can also find Steve on LinkedIn and Twitter.

This has been a “Relocation Minute” update on “Slow Down to Accelerate ” with Bruce Waller, For more information, call 972-389-5673, or email bwaller@goarmstrong.com or check out our my social media Facebook and twitter page.