To Ignore to Ignore

RELOCATION APPRAISALS / SIMPLER HOME LENDING / BOOK: THE BOYS IN THE BOAT / MARKET: DELAWARE / DESTINATION: MEXICO CITY

Magazine of Worldwide ERC® May 2019

MOBILITY TRENDS TOOTOO COSTLYCOSTLY IS THERE A MOBILITY BRAIN DRAIN? TOTO IGNOREIGNORE

WORLDWIDE ERC® AWARDS: THE GIFT OF SERVICE

HHG MOVING: PAST, PRESENT & FUTURE

Did you know that Millennials are getting tired of scan to renting and are now looking to buy? Or that higher request a prices for new construction are making remodeling a solution more viable choice?

Keeping up with the latest real estate trends can feel like a full-time job, and you already have one of those. Let us do the work for you. Request a solution to learn more.

®2019 American International Relocation Solutions, LLC Contents FEATURES

PG 48 IS THERE A BRAIN DRAIN IN PG 64 THE PAST, PRESENT, AND FUTURE OF MOBILITY? HOUSEHOLD GOODS MOVING By Geoff Williams By Roger Sorhagen There doesn’t have to be. Tips for Much has changed in the HHG keeping valuable knowledge in your moving industry in the last 50 years, company when key employees leave. and the transformation shows every sign of continuing. PG 54 THE GIFT OF SERVICE Worldwide ERC® recognizes PG 70 MAKING THE HOME LENDING PROCESS Distinguished Service, Meritorious SIMPLER Service, and Editorial Achievement By Debbie Holiday, CRP award winners. The home lending industry is transforming the customer experience PG 62 MOBILITY MATTERS with digital tools. By Jon Ferguson Thoreau as originator of the PG 76 WHAT A RELOCATION APPRAISAL IS tiny house movement? A look at By Paul M. Lewis alternative home arrangements. How it differs from a mortgage appraisal.

PG 82 DESTINATION PROFILE: MEXICO CITY By Jackie Dorfsman The metropolis offers a rich history, unique culture, and friendly people with a flexible sense of time.

PG 94 MARKETPLACE: DISRUPTION & CHANGE IN THE MOVING AND STORAGE INDUSTRY By Scott Michael

COVER STORY PG 44 MOBILITY TRENDS TOO COSTLY TO IGNORE By Lynn Greenberg Keeping a pulse on trends and finding innovative solutions is no longer a ‘nice to have’— it’s a necessity. Here are some prominent examples.

2 Mobility | May 2019

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Visit us at fosterglobal.com to learn more. Contents COLUMNS

Worldwide ERC® Karen Cygal PG 8 PERCEPTIONS Vice President, Product Development Transformation Times Three

Chris Wilson, SGMS-T Vice President, Research & Education PG 28 GOVERNMENT AFFAIRS Forums Meet This Month in Atlanta Kristin White Communications Consultant PG 33 MARKET SUMMARY EDITORIAL/DESIGN/MEDIA SALES Delaware The YGS Group Amy Norcross, Managing Editor Steve Kennedy, Senior Editor PG 36 PATHWAYS: HOW I FELL INTO MOBILITY Beth Hughes, Copy Editor Lisa Marie DeSanto Charity Fox, Account Manager Melissa Wiedemann, Photo Editor PG 38 MEMBER PICKS Serena L. Spiezio, Creative Director Eric Delgado reviews The Boys in the Boat Megan Meckley Hacker, Art Director

Jack Davidson, EVP Zack Buchanan, National Sales Manager DEPARTMENTS [email protected] +1 717 430 2291 Heather Macaluso, Account Executive PG 6 CALENDAR OF EVENTS [email protected] +1 717 430 2224 PG 10 TIPS & TRENDS PRINTING Jet Lag: The Doctor Is In The YGS Group York, PA By M. Diane McCormick

PG 13 AROUND THE WORLDWIDE ERC® ABOUT WORLDWIDE ERC® In Case You Missed It (ICYMI) ® Worldwide ERC is the workforce mobility association ® for professionals who oversee, manage, or support U.S. Worldwide ERC Front Page domestic and international employee transfers. The Executive Spotlight organization was founded in 1964 to help members Collective Wisdom overcome the challenges of workforce mobility. YP40 OUR PURPOSE We empower mobile people through meaningful connections, unbiased information, inspired ideas, and solutions. PG 40 THE NUMBERS United Van Lines 42nd Annual National Movers Survey

PG 103 ADVERTISERS’ INDEX

PG 104 INDUSTRY INSIGHTS Top 10 Things to Consider When Moving With a Pet By Christina Quezada

worldwideerc.org | Mobility 5 MOBILITY Vol. 40 No. 5 • May 2019

EXECUTIVE COMMITTEE Chairman of the Board Calendar of Events SCRP, SGMS-T Sue Carey, Baird & Warner, Chicago, Illinois, USA MAY 2019 Chair-Elect Americas Mobility Conference 2019 Edward Hannibal, GMS 7–10 May Deloitte Tax LLP, Chicago, Illinois, USA

Atlanta Vice Chair – Finance worldwideerc.org/events-conferences Robert Brezosky The Walt Disney Company, Burbank, California, USA Certified Relocation Professional (CRP) ® Examination Vice Chair – Talent Community 8–24 May Andrew P. Walker, GMS-T Designated testing centers EY, New York, New York, USA worldwideerc.org/events-training President and Chief Executive Officer Peggy Smith, SCRP, SGMS-T Home Loans for U.S.-Inbound Foreign Nationals Worldwide ERC®, Arlington, Virginia, USA 16 May Free webinar, sponsored by TRC Global Mobility BOARD OF DIRECTORS Merritt Q. Anderson worldwideerc.org/events-webinars San Francisco, California, USA

Erik Eccles SEPTEMBER 2019 Urbandoor, San Francisco, California, USA Tokyo Summit 2019 Kerwin Guillermo 5 September Hewlett Packard Enterprise, Singapore Tokyo Heather Henry worldwideerc.org/events-conferences Netflix Inc., Los Gatos, California, USA Gustavo Higuera, CRP, GMS-T Weichert Workforce Mobility Inc., Miami, Florida, USA OCTOBER 2019 Sigrid Nauwelaerts Global Workforce Symposium 2019 Johnson & Johnson, Beerse, Belgium 16–18 October Shelby Wolpa Boston InVision, Austin, Texas, USA worldwideerc.org/events-conferences EX-OFFICIO DIRECTORS Chairman, Foundation for Workforce Mobility Robert L. Giese, SCRP, GMS MAY 2020 Graebel Relocation Services Worldwide, Aurora, Colorado, USA Americas Mobility Conference 2020 PAST CHAIRMAN 12–15 May Robert J. Horsley Houston Fragomen Worldwide, Santa Clara, California, USA worldwideerc.org/events-conferences

Mobility (ISSN 0195-8194) is published monthly by OCTOBER 2020 Worldwide ERC®, 4401 Wilson Boulevard, Suite 510, Global Workforce Symposium 2020 Arlington, VA 22203-4195, +1 703 842 3400. Mobility 28–30 October examines key issues affecting the global mobility workforce for the benefit of employers and firms or individuals Washington, D.C. providing specific services to relocated employees and worldwideerc.org/events-conferences their families. The opinions expressed in Mobility are those of the authors and do not necessarily reflect the opinions of Worldwide ERC®. Mobility is printed in the United States MAY 2021 of America. Periodical postage paid at Arlington, VA, and Americas Mobility Conference 2021 additional mailing offices. Worldwide ERC® members receive one annual subscription with their membership 24–26 May dues. Subscriptions are available to both members and San Francisco nonmembers at $48 each per year. Copyright ©2019 by worldwideerc.org/events-conferences Worldwide ERC®. All rights reserved. Neither all nor part of the contents published herein may be reproduced in any form without written permission from Worldwide ERC®. READ ALL ABOUT IT! About what? That’s our question for you! Send your suggestions for topics you’d like to read about in Mobility to [email protected].

POSTMASTER: Send address changes to Mobility, Worldwide ERC®, 4401 Wilson Boulevard, Suite 510, Arlington, VA 22203-4195.

6 Mobility | May 2019 2019 U.S. NEWS – BEST LAWYERS® “LAW FIRM OF THE YEAR” IN IMMIGRATION LAW IN AMERICA

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Transformation Times Three

hich came first, the chicken or the egg? It’s an age-old question that was first asked by the Greek writer Plutarch. Even without one philosophical bone in my body, I found myself going down a similar road when composing this column. Our industry is changing. Our organization is changing. Our careers are changing. Which transformation started first? It’s hard to say, because what creates our work, and how we come together to address it, and how we grow ourselves in the process are so interconnected. Take the mobility industry: We’re responding to—or getting ahead of—competition and Wother social, technological, geopolitical, and financial influences. The employers whose workforces we help deploy are rich in disruption! Business models are changing, employee preferences are refining the way people learn and communicate, and companies have different workforce strategies in place, from recruiting to retaining. All that activity can’t help but impact our own companies. I’m sure you aren’t doing business the same way you did it two years ago. Neither is Worldwide ERC®. This new level of change is transforming the way your association develops content, builds partnerships, and delivers fresh concepts, networking options, and learning. It’s more customized. More collaborative. More tailored to your point of need and preferred device. And now for our careers: It’s clear the skills that got us here aren’t likely to be the ones that will keep us here or take us into the future. We must figure out what to learn, and then figure out how to learn it—and keep learning, through infinity! Sometimes transformation is frustrating. Sometimes it’s a little scary, because so much is happening all at once. But mostly it’s great proof of our ability to get comfortable with ambigu- ity; to observe trends, plan for change, and shift gears quickly when we need to. What’s the verdict? Which came first, the chicken or the egg? Which transformation started first: our industry, organization, or career? I think I’ll go make an omelet and reflect on that.

Cheers,

PEGGY SMITH, SCRP, SGMS-T President and Chief Executive Officer Worldwide ERC®

8 Mobility | May 2019 Be sure to visit us at Booth 707 at Worldwide ERC’s Americas Conference

Mobility Nobility.

We can talk all day about our Legendary Service. But it’s more rewarding when others do the talking for us. Like relocating employees, who gave us the industry’s highest net satisfaction rating. And mobility managers, who showered us with such accolades as “industry’s best technology,” the highest “willingness to recommend” score, the highest net satisfaction rating among large providers and the highest international service rating. Recognition like this inspires us and propels us to do even better. It also makes writing these ads much easier.

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Weichert Workforce Mobility

* Results taken from The 17th Annual Relocation Managers Survey, the 24th Annual Nationwide Relocating Employee Survey and the 14th Annual Relocation Manager Survey— Propelling International Administration, all Mobility conducted by Trippel Survey & Research LLC.

+1 877 882 1290 | [email protected] | weichertworkforcemobility.com TIPS & TRENDS

Jet Lag: The Doctor Is In

M. DIANE McCORMICK hether you’re flying for business or fun, there’s a spoiler waiting at the arrival gate. Jet lag is a physiological disorder recognized Send your article ideas, by science, a disruption of the circadian rhythms that tell our letters, and feedback to bodies when to eat and sleep. For your next flight, listen to these [email protected]. doctor-recommended prevention and recovery tips, and you’ll hit the ground running.

WBreak it up: Give your body time to adjust with a halfway-point stopover, or arrive a day early.

Change your preflight routine: Alert your body to the coming change by gradually moving your bedtime to align with the time at your destination. Consider eating meals on destination time, too. Breakfast of champions at midnight, anyone?

Be light smart: Sunlight helps set your internal clock, so put it to work. When flying west, get exposure to evening light. East, soak up the early morning sun. However, when flying more than eight time zones either way, the body gets confused about early morning and evening dusk. In those cases, wear sunglasses and avoid bright light in eastern mornings, and soak up the late-afternoon sun. To the west, avoid sunlight for a few hours before dark.

Sleep smart: If your ETA is at night, sleep on the plane, blocking out distractions with earplugs and eye masks. If it’s daytime, try not to sleep.

Hydrate: Dehydration from dry cabin air is a jet-lag culprit. Drink plenty of water before, during, and after the flight. Your favorite pick-me-ups are actually dehydrators and sleep disrupters, so skip the cocktails, coffee, and energy drinks.

Exercise: Maintain your exercise routine before the trip. On the flight, walk around the cabin. In your seat, move those muscles with in-flight exercises.

When in Rome: On arrival, eat and sleep on the local schedule. If you must sleep in the daytime, take only a short nap. Eat sensibly, too, avoiding high-carb or fatty meals near bedtime.

It can wait: On the first day, avoid snap decisions on important matters.

Doctors say: If you fly frequently and can’t shake the problem, see a sleep specialist or psychologist who can help diagnose and remedy it.

10 Mobility | May 2019 BECAUSE THERE’S MORE TO RELOCATION THAN GETTING FROM POINT A TO POINT B

THERE’S SO MUCH RIDING ON RELOCATION WHEN AN EMPLOYEE MOVES

That’s why we make sure the mortgage process ﬂ ows as smoothly as possible. So they # AMONG can focus on what really matters: getting themselves settled into a new oﬃ ce, and their RELOCATION MANAGERS family into a new city. And when we make the process easier for them, it can help make 2018 Trippel Relocation 1 * your job easier, too. LET’S MAKE EVERY MOVE FEEL LIKE THE RIGHT MOVE. Managers Survey

CHASE CORPORATE HOME LENDING | 1-800-362-5332

*Relocation Managers rated Chase number one in overall performance and satisfaction in the 2018 Trippel Relocation Managers Survey. The annual Nationwide Relocating Employee Survey© is provided and licensed by Trippel Survey & Research, LLC©. All home lending products are subject to credit and property approval. Rates, program terms and conditions are subject to change without notice. Not all products are available in all states or for all amounts. Other restrictions and limitations apply. Home lending products offered by JPMorgan Chase Bank, N.A. ©2019 JPMorgan Chase & Co. IC18-1377 Mobility OptimizedSM

THIS IS TYLER. Tyler is a new hire with loads of potential.

Over the next two years, Tyler will live in no less than four cities as he learns every facet of the business.

Houston, Indianapolis, San Diego and New York City? Bring it on!

How did Tyler get so confident? His company utilizes Sterling Lexicon’s innovative lump sum relocation tool, putting step-by- step budgeting tools, resources and support precisely where every employee his age wants it...in the palm of his hands.

Sterling Lexicon’s lump sum technology blends heightened visibility, increased engagement and the real-time reporting managers need, with an intuitive, customizable user interface for employees. So, no matter what city Tyler is in today, he has a mobility solution that is as flexible and intuitive as he is.

That’s Mobility Optimized.

sterlinglexicon.com

In Case You Missed It (ICYMI)

On worldwideerc.org, we’ve been talking about Chinese tariff hike deadline WHAT’S HAPPENING ON SOCIAL? FOLLOW US! delays extended by U.S. President @WORLDWIDEERC Donald Trump, discussing several recent developments in an effort to enact taxes Twitter – March was member appreciation month. Check out on digital services in Europe, exploring which lucky members won great prizes in drawings for things like what role design thinking can have Apple Watches and AirPods, Amazon gift cards, and registrations to in talent mobility, and announcing Worldwide ERC® digital courses—all as our way of saying thanks for the appointment of our newest team being a member! member, Whye Ko Tan. From Singapore, he’ll serve as managing director, sales, Facebook – Wondering where your next professional development in APAC. “The world economy has opportunity will be? Follow our Facebook page for announcements undergone a rapid process of global- about global events, early registration savings, webinars, classes, and more. ization, and we are starting to see that See what regional relocation groups around the U.S. are up to, too, with organizations in APAC are expanding some fun photos and content highlights. their operations outside of their home territory to access new markets. It is an LinkedIn – We shared news of the Department of Homeland exciting time for the mobility industry in Security’s H-4 proposed rule—“Removing H-4 Dependent Spouses the APAC region,” he notes. Welcome, From the Class of Aliens Eligible for Employment Authorization”—which Whye Ko! would no longer allow the spouses of H-1B holders to work in the U.S. At Stay tuned in to receive status updates press time, it had been sent to the White House Office of Management and on global tax and legislative rulings, Budget for review, and the public comments opportunity was not yet open, learn about new industry trends, and get but the Worldwide ERC® Immigration Forum will have sent a letter on the latest on organizational news. behalf of our industry by the time this issue is in print. Follow developments within the forum discussions and on worldwideerc.org.

worldwideerc.org | Mobility 13 AROUND THE WORLDWIDE ERC ®

Worldwide ERC® Front Page

From left: Aires’ Joleen Lauffer, John Casuccio, and Arline Kennelly accept the Highmark Health Best Practice Area Performance award.

AIRES AWARDED HIGHMARK BEST PRACTICE AWARD Aires has earned Highmark Health’s Best Practice Area Performance award as a mobility partner in recruiting. The award was presented to Aires at a ceremony held in Pittsburgh. “We are proud to be recognized for our service excellence, and to receive this award from a fellow Pittsburgh- based company makes it even sweeter,” says John Casuccio, Aires vice president, central region. “The dedicated team at Aires that serves the Highmark and Allegheny Health Network’s transferring employees deserves all the credit for its focused advocacy and high-touch urgency to make sure each move goes smoothly.” Highmark Health’s executives noted Aires’ service, processes, and account focus as key reasons for the award.

STEVENS INTERNATIONAL AWARDED FAIM International Forwarders. “This achievement rep- CONFIRMATION resents how dedicated our international team is to Stevens International Forwarders has been awarded providing outstanding relocation support to our the FAIM Confirmation of Quality Assurance certi- customers around the world.” fication, a FIDI-endorsed program that recognizes The FAIM certification program requires that mov- professional moving companies meeting the highest ing companies successfully pass an audit assessment, standards in international relocation operations. which measures their comprehensive policies and “We are thrilled to accept this certification,” procedures for performing optimal international says Lisa Beranich, managing director of Stevens relocation services.

14 Mobility | May 2019

AROUND THE WORLDWIDE ERC ®

LONG & FOSTER JOINS FORCES WITH managing director in Europe, the Middle East, and CHAMPION REALTY Africa (EMEA) and Asia-Pacific (APAC). Long & Foster Real Estate and Champion Realty David Dance, president of the Americas for have joined forces in Anne Arundel County and the Sterling Lexicon, adds, “Sterling Lexicon is demon- Eastern Shore of Maryland. Champion is a residential strating we can provide expert consultation and real estate brokerage that, like Long & Foster, is part strategic insights to our customers. We believe we of HomeServices of America, a Berkshire Hathaway have the ingredients to provide the right mix of affiliate. Combined, the Long & Foster and Champion solutions that empower and help businesses keep teams lead the local market in homesales. pace with industry changes.” Champion is led by Jon Coile, a real estate profes- Combined, Sterling Lexicon manages more than sional with more than 30 years of experience. Coile 25,000 global relocations annually, drawing on the has been part of the Champion team since 1988—18 resources of 14 regional offices and 1,000 supply chain months after his brother Chris founded the company. partners, serving 180 countries. The newly branded Since then, Champion has grown into a seven-office company is part of The Suddath Companies, which is brokerage with about 200 associates. Going forward, celebrating its 100th year in business. the Champion team will operate under the Long & “The new brand is all about creating a mobility Foster brand, and the companies are merging several experience that leads to happy, productive peo- of their locations. ple,” says Mike Brannigan, CEO of The Suddath “Both Long & Foster and Champion have built Companies. “Customers can now expect us to deliver exceptional real estate teams and trusted brands over seamlessly around the world while still providing the past few decades, and working together, we’ll be local and regional expertise.” even stronger,” Coile says. With the merger, Coile joins Long & Foster’s leader- NATIONAL ACQUIRES THE MULBERRY GROUP ship team, taking on a new role as senior vice president Corporate housing provider National has acquired of regional development for the Baltimore, Eastern The Mulberry Group as part of an expansion plan for Shore, and Western Maryland region. He reports to its international settling-in services offering. Cindy Ariosa, senior vice president and regional man- Kathy Flynn, who started The Mulberry Group ager of the company’s offices in the same region. in 2001, says, “I feel confident that [President of “Jon’s a tremendous asset to Long & Foster and all Destination Services] Tom Colucci, SCRP, GMS, our associates, and we’re thrilled to welcome him and and National will be successful stewards for The the Champion team to our family,” says Ariosa. Mulberry Group, maintaining and expanding its fundamental commitment to offering individual- MOBILITY FIRMS COMBINE TO FORM ized, service-oriented programs.” STERLING LEXICON Colucci comments, “The Mulberry Group’s interna- Lexicon Relocation and Sterling Mobility have tional settling-in services will be an outstanding addi- announced the launch of their new brand, Sterling tion to our growing division. It is a highly anticipated Lexicon. In mid-2018, Lexicon Relocation acquired acquisition and welcomed by all into our growing Sterling Mobility, expanding their combined global family of companies.” footprint and service offerings in the mobility market- For the immediate future, The Mulberry Group will place. After six months of integration, the companies maintain its name and identity and will continue to exist have rolled out as one unified, global brand. The and operate as such. Lisa Iervolino joins National in her integration of the two companies enables Sterling leadership role as director of operations and marketing Lexicon to deliver end-to-end services around the at The Mulberry Group, now reporting to Colucci. The world, focused on personalized, high-touch solutions Mulberry Group’s client services team will also remain for private and corporate customers. intact, as will its network of destination service provid- “Individually, Lexicon and Sterling were highly ers. They will continue to deliver the same products and regarded in the relocation industry, with a reputation services with no disruption to assignees to whom The for outstanding customer service,” says Peter Sewell, Mulberry Group is currently providing assistance. M

16 Mobility | May 2019 A new world in their hands.

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Executive Spotlight SCHEPEMAKER IS STERLING LEXICON PILKINGTON JOINS NEWLAND CHASE SENIOR PROPOSAL MANAGER IN IRELAND Sterling Lexicon has hired Rachael Schepemaker Newland Chase has welcomed Jane Pilkington as senior proposal manager, based in Denver. to its team as managing director, Ireland. As Schepemaker has held several marketing and head of Newland Chase’s Dublin-based busi- proposal writing roles throughout her career, ness, Pilkington leads a team that is responsible Rachael Schepemaker including her most recent position as proposal for providing strategic immigration advisory manager at an international relocation man- services to multinational and national companies agement company. Schepemaker will oversee operating in Ireland. Pilkington and her team are all proposal activities and focus on responding based in Newland Chase’s Dublin office. to requests for proposals for U.S. domestic and “All of us are so pleased to have Jane as a key global opportunities. part of our team,” says Steven Diehl, global man- “We are very happy to have Rachael join our aging director of Newland Chase. “With current Courtesy of Long & Foster team,” says Michelle Dopps, marketing director. geopolitical trends in Europe, Ireland’s strategic “Her experience in the industry includes man- position in the EU market is only increasing, and aging proposal responses and presentations for Jane’s already stellar reputation as a top cor- relocation services for Fortune 500 and Global 100 porate immigration lawyer and practice leader corporations. This year has already been exciting strengthens Newland Chase’s capabilities in this for our company, and we anticipate continued key market.” Jeffrey S. Detwiler growth. Given Rachael’s background in proposals Pilkington joins Newland Chase from one of and global mobility, we know she will have a pos- Ireland’s largest corporate law firms, where she itive impact on the Sterling Lexicon team.” was a partner and led the firm’s business immigration practice. LONG & FOSTER’S DETWILER FEATURED With almost 20 years in the immigration ON CEO SERIES field, Pilkington has developed a national Jeffrey S. Detwiler, president and CEO of The and international reputation as one of the Long & Foster Companies, was featured on premier immigration lawyers in Ireland. The iHeartMedia’s CEOs You Should Know series. The international peer-rated directory Who’s Who series uses short personal interviews to highlight Corporate Immigration lists her as “a pre-emi- key executives who are helping to drive the busi- nent Irish immigration lawyer who primarily ness community in Washington, D.C. assists companies with the admission of Jane Pilkington “The Washington metro region has a vibrant non-EEA nationals to the country.” Pilkington economy, and [sponsor] M&T Bank and iHeart- is an in-demand speaker for international Media have done a tremendous job in promoting conferences and associations, including the the diverse businesses and industries our commu- IBA Immigration Conference, the American nity has to offer,” says Detwiler. “It was my privi- Immigration Lawyers Association, and the C5 lege to participate in the series and talk about Long Global Immigration Conference. & Foster and our 50-plus-year history in the D.C. “I am delighted to be leading Newland area, helping buyers, sellers, renters, and investors.” Chase’s Irish immigration offering, and I look Six Washington-area radio stations aired forward to bringing my experience in the area of the segment featuring Detwiler. The CEOs You business immigration to both existing and future Should Know series is available digitally through clients,” says Pilkington. “My commitment is the iHeartRadio app and archived on the radio to provide clients with quick, clear, and com- stations’ websites. mercial solutions to navigate the Irish business

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immigration landscape—in all instances, my As the director of client services, Velasquez focus is on the client and the result.” oversees all day-to-day tasks relating to sales, Pilkington’s expertise covers all aspects of new client development, existing client reten- Irish immigration law, including employment tion, onboarding, and industry training initia- and residency of non-EEA nationals, workplace tives for PHC. Velasquez is the current chair of audits and inspections, posted worker rules, Van Worldwide ERC®’s YP40 Committee, is a regular der Elst applications, visa application appeals, EU contributor to Mobility, and was a 2018 recipient Treaty rights, de facto relationships, the Turkish of the association’s Meritorious Service Award. Association Agreement, Stamp 0 applications, the Irish Immigrant Investor and Entrepreneur CATHERINE MEENAN IS VP OF SALES AT Programmes, and Irish citizenship, including FURNISHED QUARTERS Michelle Velasquez complex discretionary applications. Catherine Meenan has joined Furnished Quarters as vice president of sales. She will report to VELASQUEZ WINS CHPA TOWER OF Victoria Yanakos, executive vice president of sales. EXCELLENCE AWARD Meenan’s 30-year corporate sales career has Michelle Velasquez, GMS, director of client reflected senior leadership experience and services for Preferred Corporate Housing, was record-breaking sales performance, includ- named Individual Member of the Year at the ing the roles of vice president of regional Corporate Housing Providers Association Tower sales, North America, at British Airways and of Excellence Awards. vice president of national accounts at Etihad The ceremony included awards given in Airways. In these positions she led sales teams seven different categories, including Best of as many as 30 direct reports, drove new busi- Philanthropic/Community Program, Company ness, retained and grew revenue exceeding $500 Catherine Meenan of the Year, and Individual of the Year. million, and established strategic partnerships. “Michelle has dedicated the last 10 years of As Furnished Quarters’ vice president of her career to the expansion of the Corporate sales, Meenan will work closely with Yanakos Housing industry and exponential growth of to develop and lead the sales team and manage Preferred Corporate Housing,” says Samantha some of the company’s largest client relationships. Elliott, CRP, PCH president. “We see her com- “Catherine’s propensity for leadership, mitment to excellence every day in the ways she growth, and capitalizing on goals will be a leads our team and her unwavering support of major asset as our company continues to expand our global clients. She deserves this honor.” all over the globe,” says Yanakos. “I’m person- The CHPA Individual of the Year Tower ally excited to be working with such a strong of Excellence Award is given to an outstand- leader and talented salesperson as my partner in ing employee, executive, or owner who has mentoring the Furnished Quarters sales team.” demonstrated commitment and excellence With Furnished Quarters’ regional and within their company and the corporate housing global markets encompassing more than 800 industry as a whole. Persons winning the award cities worldwide, the company feels Meenan’s have proven financial growth year over year, far-reaching experience and connections will exceeded guest expectations as measured by also prove valuable. “We’re thrilled to wel- survey results or testimonials, served CHPA come a strong leader in the international travel through committee leadership or other volun- space—especially someone like Catherine with teerism, developed strong partnerships with such a diverse and expansive professional back- other corporate housing providers and supplier ground,” says Steve Brown, CEO of Furnished partners, served in leadership roles with other Quarters. “She brings experience outside of associations, and created new programs to corporate housing, which will be beneficial to enhance their business and the corporate hous- understanding the full scope of what our global ing industry as a whole. clients deal with every day.” M

20 Mobility | May 2019 Don’t you just love our industry buzzwords? Customer experience, employee journey, design thinking. If everyone’s so focused on these concepts, why does nothing change?

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Get ready.

Coming fall 2019 AROUND THE WORLDWIDE ERC ®

Collective Wisdom

LUMP-SUM-ONLY POLICY EMPLOYMENT AUTHORIZATION DOCUMENT (EAD) We’re looking at doing a lump-sum- Do you cover dependent EAD costs for dependents of only relocation policy. What has been nonimmigrant visa (NIV) holders? We’re trying to benchmark your experience? And what have you whether other companies pay for the EAD costs for spouses of found to work best for average $$$? their NIV-holding employees. For instance, if your H-1B (with approved I-140) employee’s spouse on an H-4 would like to apply for an EAD card, does your company pay for it?

STAMPING FEES Do you offer reimbursement for visa-stamping COST-ESTIMATE TOOLS fees if the visa stamp is for a U.S. work status Looking for recommendations on cost-estimate tools (H-1B, O-1, TN-2, L-1, E-3, J-1, etc.)? (outside of RMC) for both domestic and international relocation as well as short-term assignments. Thanks in advance!

RFP EVALUATION CRITERIA RELOCATION ELIGIBILITY We are in the final stages of an I am trying to redefine relocation eligibility. We have a culture RFP for global relocation services/ of hand-raisers and employee-initiated relocation. What mobility. I am looking for examples parameters do you use to determine who gets the full relo and of evaluation criteria to share with who gets a reduced benefit package when the employee is internal stakeholders who will attend interested in moving? the presentations. We have a clearly defined scope, and I am hoping to get feedback from each of the participants that will help us evaluate each bidder LIMITS ON HHG MOVES Do you have limits on crating and/or third- as efficiently as possible. Thank you party services associated with household in advance for anything you would be goods moves? Please provide as much willing to share. detail as possible.

Read the answers or add your own comments HOMESALE PROGRAM LEVELS to these questions, or post a new one of your Can you please share what type of homesale program own in the Worldwide ERC® Community’s you offer at the following levels? Corporate Benchmarking Forum. • Senior executive (SVP and above) • Midlevel executive (VP/senior director) Corporate and government agency • Executive (director) members can log in at worldwideerc.org/ community.

22 Mobility | May 2019 The difference is in the details.

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Young Professionals

What are some of the positive and negative disrupters in the real estate industry?

It’s an interesting time in the who can save on mortgage and other recurring costs U.S. real estate industry, with they’d otherwise incur while marketing the prop- a number of disruptive erty. There is always a cost for this convenience, and business models and technol- these programs will typically include service fees ogies creating challenges and and may offer less than an individual purchaser. Not opportunities for mobility only do these programs displace the RMC and real programs and their support- estate brokerage network in servicing the transferee’s ing supplier ecosystem. A few homesale, but the iBuyer’s fees may be far in excess developments with implica- of “ordinary and customary” closing charges and tions for mobility include: raise important questions about whether they should Alternative real estate commission models. The be reimbursable, in whole or in part, under the relo- proliferation of online real estate tools and resources cation policy. continues to put pressure on the perceived value of Remote e-closings. Ending on a positive note, remote the traditional brokerage commission and is lead- e-closings will enable transferees to close the sale or ing new and established firms to experiment with purchase of their home anytime, anywhere. No more different, lower-priced models. However, reduced coordinating family schedules and travel to meet at the commissions mean reduced program revenue on closing table or signing real estate documents at the con- both homesale and home purchase transactions, sulate while on assignment abroad. Remote e-closings which may require a fundamental restructuring of are happening today only where available by law and the relocation management company (RMC) pric- under tightly controlled circumstances. In addition to ing model. Further, if new entrants do not have the adoption of remote online notary laws by state legisla- relocation support infrastructure of a traditional real tures for use with e-closings, it’s a mammoth undertak- estate brokerage, the use of online real estate tools in ing to coordinate county recorders, technology vendors, a mobility program may raise concerns about pro- and mortgage, title, and real estate providers to bring gram compliance and duty of care, or at a minimum, the service to fruition. However, the momentum is risk lower transferee satisfaction due to a bare-bones strong, and mobility programs will be a key beneficiary service offering. as remote e-closings become generally available. iBuyer programs. These “iBuyers” come with Eric Arnold, SCRP cash in hand and can be ready to close in a matter of Counsel days, so it’s an attractive proposition to transferees Old Republic Relocation Services

worldwideerc.org | Mobility 25 AROUND THE WORLDWIDE ERC ®

There’s no question that very realistic walk-through and make better decisions disruptive innovation is without having to be physically present. having a significant impact on Nikki Smith, CRP, SGMS-T the real estate industry. One Director of Relocation and Corporate Services ongoing challenge is with The Steele Group Sotheby’s International Realty setting realistic expectations. While that’s nothing new, the Disrupters? Real estate’s got proliferation of data that ’em. Online lead generating consumers now have readily websites, discount real estate at their fingertips from a wide models, and iBuyers are just a variety of sources has definitely made it an even few of the disrupters entering harder struggle. We have to dispel the myth that all the real estate sphere. You have that information is accurate and/or completely up to probably been introduced to date. We’ve seen this both on the seller’s side—with these new companies during many consumers having a false sense of what their commercial breaks on HGTV or properties are worth based on online research—and through ads when making on the buyer’s side—where some are placing purchases online. But disrupters are nothing new. In 2019, noncompetitive offers or wasting valuable time on the internet turns 30 (a true YP40). Since its inception, our properties that are already under contract. society has been in a digital revolution, and disrupters Real estate professionals have always had to juggle have entered and will enter every industry. the ebb and flow of inventory as market and economic Today there are over 2 billion websites—we have conditions change. Some of the tools we have available more information at our fingertips than ever before. And to us now, however, are making it faster and easier for while consumers have the option to buy or sell a home us to work within those changing conditions, enabling in just a few clicks of a mouse or taps on a smart device, us to better predict and plan for what’s ahead, and the use of Realtors® is on the rise. In 2017, 87 percent again, improving our ability to set realistic expectations. of buyers purchased their home through a real estate Right now, we’re seeing a lack of inventory in the agent—that’s up from 69 percent in 2001. Why? It’s the Greater Richmond Metro area impact both local and human element. A Realtor® is a professional providing relocation buyers. Homes that are priced right and the context and navigation needed to traverse all of the look good are receiving multiple offers, in some cases available data. Not only do they help the consumer to well over the asking price, with buyers even waiving make informed and smart decisions, but they also pro- inspections. Buyers are frustrated with homes going vide local expertise that goes beyond any webpage. under contract within hours, their offers not being As any disrupter broaches mainstream real estate, we attractive enough, and losing out on four or more remain focused on high-touch and high-level customer properties. We’re bracing for a very busy time as service. But we also learn what the appeal is to consum- we head into the spring market, which traditionally ers and, notably, to transferees. Yes, things are evolving heats up, but we’re expecting that pent-up inventory to some extent, as they always will. But it’s still the from the winter will come to market and help allevi- same game of understanding the needs of a relocating ate the backlog. transferee, adapting alongside our mobility partners, The bottom line is that the technology we now and doing what we do best: making it easier for trans- have can be a double-edged sword. On the one hand, ferees to settle into their new homes and lives. M we’re working against inaccurate or outdated infor- Elizabeth McGrath, CRP, GRP mation. On the other, apps and tools help us get our Relocation Director own vetted information to buyers quickly, and allow Baird & Warner | Relocation Services for virtual tours and the opportunity to envision the placement of their own furnishings in prospective If you’re a professional under 40 who would like to be featured properties. This is particularly beneficial for our non- on this page in a future issue, please contact Heidi Hume, local clients, giving them the opportunity to have a GMS-T, at [email protected] or +1 703 842 3419.

26 Mobility | May 2019 Dr. Michael Young, Surgeon

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Mayﬂ ower Transit, LLC/ U.S.DOT No. 125563 WORLDWIDE ERC ® GOVERNMENT AFFAIRS 2019

Forums Meet This Month in Atlanta By Tristan North

The Worldwide ERC® Government Affairs Forums meet this month as part of the Americas Mobility Conference in Atlanta. Whether you have never attended a forum meeting or are a regular participant, we encourage you to attend any or all of the upcoming meetings. You will hear firsthand about the latest on policy issues impacting workforce mobility as well as have an opportunity to contribute your expertise to discussions on topics ranging from global immigration to the latest technology being used in homesale transactions. There is no formal registration for the forum meetings; you can simply show up. If you would like to become a member of a forum prior to the meetings in Atlanta and receive the meeting agenda and material in advance, please contact the appropriate forum chairs at their corresponding email addresses below. If you can’t attend the forum meetings but want to hear the latest on the issues discussed, plan to attend the Worldwide ERC® Government Affairs Tax and Legal Update scheduled for Thursday, 9 May, at 2 p.m., which will feature reports from several of the forum chairs and vice chairs. Below is the schedule of the forum meetings in Atlanta. For more information about the 2019 Americas Mobility Conference in Atlanta, please go to worldwideerc.org/ events-directory/amc/home.

WORLDWIDE ERC ® GOVERNMENT AFFAIRS FORUMS SCHEDULE Americas Mobility Conference – Atlanta

Tuesday, 7 May 2019 2 to 3:30 p.m. – Global Forum 3:45 to 5:15 p.m. – Immigration Forum

Wednesday, 8 May 2019 7:30 to 9:30 a.m. – Real Estate and Mortgage Forum 9:45 to 11:15 a.m. – Tax Forum 11:30 a.m. to 1 p.m. – Regulatory and Compliance Forum

Following is an update since our last report in January on issues being addressed by the forums and some of the topics we expect to discuss at the meetings in Atlanta.

SYNOPSIS OF FORUM ISSUES

GLOBAL FORUM By far the top issue being addressed by the Global Chair – Nino Nelissen, SGMS-T, of Executive Mobility Forum has been Brexit. The forum has tracked the Group roller-coaster ride of the negotiations between the Email: [email protected] U.K. and European Union and consideration of Vice Chair – Dale Collins, SCRP, GMS, of Graebel the agreement by the U.K. Parliament. The forum Companies Inc. has also been focused on the preparations that EU

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member states made leading up to Brexit and the aware of cybersecurity and wire fraud schemes in ensuing issues still needing to be worked out. While which closing firms receive fraudulent requests to there has been much uncertainty for transferees in the wire funds to a new account. U.K. and those who manage their relocation, Brexit will have a long-term impact on the mobility industry REGULATORY AND COMPLIANCE FORUM as companies rethink how to best position their oper- Chair – Bill Tehan of Ruder Ware and General ations in Europe. The Global Forum has also been Counsel of Graebel covering the presidential and legislative elections as Email: [email protected] well as other issues in Europe and around the world Vice Chair – Jeff Margolis of SIRVA Worldwide Inc. and the implications on workforce mobility. The Regulatory and Compliance Forum is focused on data security and privacy issues as we approach the IMMIGRATION FORUM one-year anniversary of the effective date of the EU’s Chair – Jurga McCluskey of Deloitte UK General Data Protection Regulation (GDPR) and the Email: [email protected] legislative bodies around the globe looking at similar Vice Chair – Azmina Aboobaker of Facebook regulations. Since the regulation took effect on 25 The Immigration Forum has also made Brexit and May 2018, the forum has been focused especially on the impact on business immigration and travel a data privacy and security issues. The forum also has top issue. The forum is covering global immigration been overseeing the efforts on behalf of Worldwide issues as well as recent significant developments in ERC® to support the American Moving and Storage the U.S. The Department of Homeland Security has Association (AMSA) and others on the reintroduction issued a proposed rule to revoke the ability for H-4 of the Moving Americans Privacy Protection Act, visa spouses of H-1B holders to work in the U.S. If which would protect the personal data of transferees the rule is finalized, which is likely to be the case, the shipping goods. U.S. may not be as attractive for some H-1B visa users if they are limited to a one-income household. The TAX FORUM Immigration Forum is submitting a comment letter on Chair – Hank Roth of Dwellworks LLC the rule in support of maintaining the current practice Email: [email protected] of allowing H-4 visa holders to work. Vice Chair – Craig Anderson, SCRP, SGMS, of AECC With the 15 April U.S. tax filing deadline for the 2018 REAL ESTATE AND MORTGAGE FORUM tax year just behind us, the Tax Forum has been busy Chair – Jay Hershman, SCRP, of Baillie & Hershman following the effect on transferees and companies Email: [email protected] of the 2017 tax cut. The forum has been tracking the Vice Chair – Patrick McManamy of McManamy impact of the elimination of the moving tax deduc- McLeod Heller tion as well as other provisions impacting mobility, The Real Estate and Mortgage Forum continues to including the limitation on state and local tax deduc- concentrate on the increasing usage of new tech- tions. The forum also is tracking global tax policy nology in homesale transactions. The forum has such as the Base Erosion and Profit Sharing (BEPS) established a work group specifically to examine plan, in which more than 100 nations are involved to the role of e-notarization, e-recording of titles, and address tax avoidance. e-closings as well as blockchain and cryptocur- rency in real estate and mortgage dealings. The For the documents referenced in this article as well as forum is also tracking micro-issues such as legis- material on other topics produced by the forums, please lation to reform Freddie Mac and Fannie Mae and go to worldwideerc.org/articles-government-affairs. M local issues such as efforts to assist homeowners in Connecticut who purchased homes with crum- Tristan North is Worldwide ERC® government affairs bling foundations. Finally, the forum is continuing adviser. He can be reached at +1 703 610 0216 or tnorth@ to monitor and make Worldwide ERC® members worldwideerc.org.

30 Mobility | May 2019 The Global Mobility Survey 2019 All will be revealed this Spring. RE? Challenge your perception.

In 2018 we brought you REACT, Transformation in the age of uncertainty. Our award-winning report examines: + Risk—balancing compliance with growth. + Talent management and the future of work. + Transformation of the Global Mobility function. + Future trends of Global Mobility. Search The Global Mobility Survey 2018 to download and view the full report. santaferelo.com

MARKET SUMMARY

Delaware By Tom Reynolds, CRP

he Delaware market is located just south The largest employer in the state is DuPont/ of metropolitan Philadelphia and west of Chemours, and the largest increases in jobs in the Delaware River. Delaware is known as Delaware over the last year were in education and the Diamond State and the First State. The health services, followed by government, according Tlatter is derived from U.S. history, as Delaware was to the U.S. Bureau of Labor Statistics. The Dover the first state to ratify the U.S. Constitution in 1787. Air Force Base is equipped with the largest military Delaware is the corporate home or place of mortuary in the world and is also home to the mas- incorporation for more companies than any sive C-5 Galaxy cargo planes and the Air Mobility other U.S. state. The U.S. Office of Management Command Museum. and Budget officially defines the region as the The Delaware unemployment rate was 4.2 percent Philadelphia-Camden-Wilmington Metropolitan as of 31 December 2018, compared with the national Statistical Area, which is the sixth-largest metro- average of 4.0 percent. The Delaware unemployment politan area in the U.S. The U.S. Census Bureau rate is down 11.6 percent from the previous year, a estimated Delaware’s population in 2018 as strong improvement. The area is known for its rela- 967,171, which represents an increase of 1 percent tive economic stability, diverse economy, average to over the 2017 estimate of 957,078. low unemployment rate, and affordable cost of living.

worldwideerc.org | Mobility 33 MARKET SUMMARY

MARKET AT A GLANCE* STATISTICAL SNAPSHOT ECONOMIC CLIMATE GOOD TODAY 1 YEAR AGO CHANGE NEW CONSTRUCTION COMING BACK UNEMPLOYMENT 4.2% 4.75% –11.6% REO ACTIVITY LOW MONTHS OF SUPPLY 5.3 7.0 –24.3% SUPPLY STABLE ANNUAL SALES VOLUME $4.2 BIL $4.1 BIL +2.4% DEMAND STABLE AVERAGE SALE PRICE $235,000 $228,500 +2.8% MARKET DIRECTION UP AVERAGE DOM 107 129 –17.1% MARKET MOOD POSITIVE *State of Delaware

LOOKING BACK inventory of homes for sale. These Pennsylvania The Delaware real estate market is presently experi- counties draw some families who work in Delaware encing the same market conditions felt nationwide. but prefer a short commute for what they consider to Residential inventory levels of most price ranges have be better schools and educational facilities than those started to decline, even for higher-priced homes, and in Delaware. new construction has improved slightly. Foreclosures are not a large part of the market today. Many home- LOOKING AHEAD owners are concerned about employment stability A declining unemployment rate and positive and consumer confidence in the economy, as well as growth in the job market, stable consumer con- the possibility of rising mortgage interest rates. Job fidence, and low interest rates are expected to growth has improved compared with the last couple continue throughout 2019. of years, and consumer confidence is stable. This has Employment remains the key factor affecting the contributed to a slight improvement in the Delaware local housing market. The residential real estate real estate market. market will start to improve as economic indicators After the national housing inventory hit a new for both the regional and national economies demon- low in January 2013, market activity has gradually strate improvement. It is anticipated that for the next improved, and inventory levels started to decline. In year the state of Delaware will remain a slight buyer’s the last 12 months, the average sale price of homes and market, with some rise in property values. the number of closed sales have slightly increased. The Delaware offers “tax-free shopping” (no sales tax) inventory levels (months of supply) range from three and a lower cost of living than nearby metropolitan to seven months, depending on the specific location areas. The job market for the state is rated as good, and price range; average months of supply for the and the market mood is positive. M entire state is approximately 5.3. The average days on market for the state of Delaware has decreased from Tom Reynolds, CRP, is with Reynolds Appraisal Company 129 to 107, an annual decrease of 17.1 percent. and has been performing relocation appraisals for 35 years. The suburban counties just north of Delaware in He was the 2016 president of Relocation Appraisers and Pennsylvania (Delaware and Chester counties) have Consultants (RAC). He can be reached at +1 302 575 0955 both experienced more market activity and lower or [email protected].

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From Communicator to Culture Hound

By Lisa Marie DeSanto

I’ve always been a multipassionate person, which can In many ways, it was a great fit. I was writing be a blessing or a curse, depending on your percep- extensively. Years of performing had also, unknow- tion. On the one hand, life is so engaging when you’re ingly, made me the perfect candidate for the present- exploring a variety of interests and always having the ing, advocating, and outreach I was always elected chance to learn something new. On the other, it can be to do. I became a media relations manager for New a challenge when you’re trying to choose a direction York state’s largest arts council. Later, having earned in life. This was particularly true in the early stages of an additional certificate in design and layout, I found my career, when settling into one vocational track felt myself working as a creative project manager for a far more like simply settling. digital marketing agency. I went on to learn about Initially, I’d taken a nontraditional path after high multiple industries as a communications strategist for school, choosing to continue a career I’d started various companies. years before as a professional theater performer. I My work life was always fast-paced, engaging, and was a “triple threat,” the industry term for some- interesting, but with each position, I just became more one who’s mastered singing, dancing, and acting, and more convinced: I could either love what I did for a which meant I could audition for a wide variety of living, or I could love who I did it for. I had yet to expe- roles. I was also fascinated by the human condition, rience both, and it seemed unlikely that I ever would. I so studying the psychology of the characters I was doubted that one position or industry would ever fully playing was the perfect way to intimately explore engage my skill set and passions at the same time. what it was like to step into someone else’s skin. It That is, until I saw an employment ad for a com- was incredibly rewarding when I was working or munications position at a relocation company. studying. Still, I wanted more. The job description intrigued me. I’d have the As much as I enjoyed being onstage, I wanted to chance to learn volumes about countries all around connect with people more directly. I hungered for it. I the world. I’d work closely with global subject matter wanted to write and design, and to satisfy my curios- experts who would teach me what I needed to know ity about other parts of the world. (I also wanted the so that I could teach others about what they would stability of a steady paycheck and health insurance— need to know to live in these distant locations. I’d something performing rarely provides.) I decided to work with colleagues and assignees all around the put myself through college. Years later, and several world and tell their stories—stories that would years after my peers, I graduated and found myself address the human experience of relocation and mov- working in marketing and communications. ing. I’d be communicating, just as I always had, but

36 Mobility | May 2019 I’d be doing it in an industry that spoke to my passion for global cultures and for people. I was hooked, I was hired, and for the first time, I was fully Relocation engaged in my profession. I loved learning and sharing everything I could, particularly when it had to do with the human experience Made Easy of relocating, with language, or with anything related to culture: training, norms, and the dexterity needed to live and work in a new host country. The truth is, there are so many things to love about a career in relocation. It’s a fast-moving industry that’s constantly evolving, so there’s always something new to learn. Working with a diverse group of globally minded people—who live all over the world—makes the world that much more accessible, even when I’m not able to physically see it for myself. And finally, it gives me a chance to make a difference in other people’s lives. After all, we help people to build careers, follow their dreams, and expand their worldviews at the same time they’re expanding their world knowledge. The added benefit? We get to expand our own in the process. M

Lisa Marie DeSanto is content manager at SIRVA Worldwide Relocation and Moving. She can be reached at +1 475 204 8527 or [email protected]. Brook Concierge Service 7-days/week How did you “fall into the 1.877.285.7368 | [email protected] | www.bfr.com mobility industry”? To tell us your story, contact mobility@ worldwideerc.org or +1 703 842 3417.

worldwideerc.org | Mobility 37 MEMBER PICKS

The Answer Is ‘Team’ Book by Daniel James Brown Reviewed by Eric Delgado

About our reviewer: As of January 2019, Eric Delgado is executive vice president with Shyft (formerly Crater), a technology company focused on developing a state-of-the-art lump-sum solution for relocation management companies and HR mobility departments. Shyft has offices in San Francisco and in Belgrade, Serbia. Prior to joining Shyft, Delgado was executive vice president with Zippy Shell Inc., where he contributed to its growth in several capacities, including launching its corporate relocation division. He is a frequent contributor to Mobility and has served on several industry task forces and boards.

The Boys in the Boat chronicles the assembly and time, I was considering making a job change, and rise of the eight-man crew team at the University of starting with a new organization was a decision that Washington and their struggle to build cohesion, I couldn’t take lightly. I had spent the last six years learn each other’s strengths and weaknesses, and as part of a great team, doing some really amazing ultimately win the gold medal at the 1936 Berlin things. My approach to the decision was simple in Olympics in prewar Nazi Germany. What resonated that I asked myself what was most important for me most with you about this story? to feel comfortable about when making a switch. This book is a wonderfully rich analysis and American To me, the answer was “team.” I needed to be sure tale of nine young sons of farmers and lumberjacks I’d be with another group of people who were not [eight of whom row in any given race] who achieve merely co-workers, but who also wanted to help push unthinkable heights to arguably become the greatest forward an organization, together. I appreciate how rowing team in history, against the backdrop of very important the team perspective is at home, at work, troubling times. It resonated with me because at the and in life.

38 Mobility | May 2019 What are the lessons for mobility professionals in struggle of our daily lives, we can always know we this story? have a network of support around us. The author extols, in painstaking detail, the I’m a firm believer that there is no magic bullet mechanics of rowing an eight-man shell. There are to success, but family, work, and community are all eight individuals, each in their own right strong closely interwoven to help us get there: None of us and different and imperfect, and yet they must row walks alone. All we can do is wake up, do the hard in perfect coordination to move a boat through work in front of us, trust that the people in front rough or still waters. Each rower has a specific of and behind us will do theirs, and move the boat role. Each team member is completely dependent forward. Nothing worth doing is easy, and greatness on the individuals in front and behind. Any slight comes from hard work, dedication, and commitment. misstep, change in cadence, or deviation in tempo This book helped remind me that greatness is can be devastating. Pull too shallow, and the boat within our sight. It may be just over the horizon at slows. Pull too deep, and you “catch a crab,” times, but it is within reach. All we have to do is pull causing the boat to lose momentum and come to a our oar, and our boats will fly. stop. There are no heroes or superstars, and there is no individual glory. There is only the boat and If you were to write a business book, what would the collective skills of its rowers. It is a high-stakes the title be, and why? game of consistency, exhausting training, and Two Gears Only: Lessons of Going All-In or Not at All. mind-numbing repetition. But when it is done Whether you’re an entrepreneur who started your well, when the crew hits its “swing,” it is effortless own company or you’re working daily as part of a speed, grace, and perfection, and the boat can fly. large, long-established organization, it’s important to There are a lot of parallels to our industry—we know that your team, their families, the clients, and must all do our part, collectively, to generate a everyone who interfaces with your particular organi- seamless, efficient, and smooth transition for the zation depend on you in one way or another. We all mobile talent we’re working with. play an important part in a greater success, and I’m a firm believer that everybody is needed and needs to Teamwork is clearly an important theme in the go “all-in” every day. M book. With its backdrop of late 1930s Germany, what does it say about navigating through challeng- If you’ve encountered a book, podcast, TED Talk, etc., that ing times? changes the way you work, do business, manage employees, I was struck by the simple and universal truths that or think about your career, we want to share it with the book explores, which seem even more important your colleagues in global mobility. Contact mobility@ to maintain in rough waters than when the sailing is worldwideerc.org to learn more. smooth: Hard work, preparation, attention to detail, and subordinating one’s ego to the greater good or a collective goal help all of us realize our full potential. It is with these concepts that I think about my decision to join a new team. It’s the type of mentality with which we, in the mobility space, need to go to work every day, particularly in challenging or disruptive times. We are called to leave our egos at the door and look ahead without being weighed down by the past. We have to be open to new ways of doing things, taking some risks, and feeling OK with getting out of our comfort zones. Why? Because we have a team we can depend on and that depends on us. Should we feel the stress and

worldwideerc.org | Mobility 39 THE NUMBERS 42nd ANNUAL UNITED VAN LINES NATIONAL MOVERS STUDY

Since 1977, United Van Lines has annually tracked migration patterns on a state-by-state basis. The 2018 study is based on household moves handled by United within the 48 contiguous U.S. states and Washington, D.C., and ranks states based off the inbound and outbound percentages of total moves in each state. United classi- fies states as “high inbound” if 55 percent or more of the moves were going into a state, “high outbound” if 55 percent or more of moves were coming out of a state, or “balanced” if the difference between inbound and outbound is negligible. “Our study allows us to identify the most and least popular states for residential relocation throughout the country, year after year,” says Eily Cummings, director of corporate communications at United Van Lines.

TOP 10 INBOUND STATES TOTAL SHIPMENTS SHIPMENTS % FROM % TO SHIPMENTS FROM TO

1 VERMONT 234 64 170 27.4 72.6 2 OREGON 3,346 1,210 2,136 36.2 63.8 3 IDAHO 1,172 441 731 37.6 62.4 4 NEVADA 2,103 804 1,299 38.2 61.8 5 ARIZONA 6,200 2,470 3,730 39.8 60.2 6 SOUTH CAROLINA 3,871 1,553 2,318 40.1 59.9 7 WASHINGTON 8,791 3,620 5,171 41.2 58.8 8 NORTH CAROLINA 8,398 3,610 4,788 43.0 57.0 9 SOUTH DAKOTA 381 164 217 43.0 57.0 10 DISTRICT OF COLUMBIA 1,127 488 639 43.3 56.7

Excerpted from the “42nd Annual United Van Lines National Movers Study.” Reprinted with permission.

40 Mobility | May 2019 TOP 10 OUTBOUND STATES TOTAL SHIPMENTS SHIPMENTS % FROM % TO SHIPMENTS FROM TO

1 NEW JERSEY 4,430 2,959 1,471 66.8 33.2 2 ILLINOIS 7,629 5,026 2,603 65.9 34.1 3 CONNECTICUT 2,367 1,467 900 62.0 38.0 4 NEW YORK 7,744 4,764 2,980 61.5 38.5 5 KANSAS 2,335 1,370 965 58.7 41.3 6 OHIO 6,346 3,588 2,758 56.5 43.5 7 MASSACHUSETTS 4,460 2,484 1,976 55.7 44.3 8 IOWA 1,309 727 582 55.5 44.5 9 MONTANA 1,392 766 626 55.0 45.0 10 MICHIGAN 4,223 2,322 1,901 55.0 45.0

TOP INBOUND STATE: VERMONT TOP OUTBOUND STATE: NEW JERSEY PRIMARY REASON FOR MOVING PRIMARY REASON FOR MOVING INBOUND OUTBOUND INBOUND OUTBOUND

RETIREMENT 31.25% N/A RETIREMENT 4.61% 34.51% HEALTH 3.13% N/A HEALTH 6.58% 6.15% PROXIMITY TO FAMILY 18.75% N/A PROXIMITY TO FAMILY 28.29% 20.44% LIFESTYLE CHANGE 15.63% 14.29% LIFESTYLE CHANGE 7.24% 17.36% NEW JOB OR COMPANY NEW JOB OR COMPANY TRANSFER 34.38% 85.71% TRANSFER 61.84% 34.73%

Excerpted from the “42nd Annual United Van Lines National Movers Study.” Reprinted with permission. PREMIER SPONSORS

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THANK YOU FOR YOUR S PPORT MOBILITY TRENDS TOO COSTLY TO IGNORE Keeping a pulse on trends and finding innovative solutions is no longer a ‘nice to have’— it’s a necessity By Lynn Greenberg

n corporate mobility’s increasingly global, fast-moving, and competitive landscape, change management has never been more crucial. Keeping a pulse on trends and finding innovative solutions is no longer a “nice Ito have”—it’s a necessity. This article outlines some main employee mobility trends too costly to ignore. The Majority of Millennials Want to Live mobility industry is the assignee’s inability to Abroad at Some Point in Their Career adapt—or more specifically, the family’s inability A PwC study of new graduates indicates that by next to adapt—to the host location. If the family unit, year, millennials will make up 50 percent of the global whatever its size, doesn’t settle into a groove at home workforce, and to them, development and work-life in the new location, it becomes that much harder for balance are more important than financial reward. In the relocated employee to be successful at work. This fact, the same study notes that 71 percent of millen- is often why an early return occurs.” Giving relo- nials expect and want to do an overseas assignment cated employees a trusted network of other relocated during their career. This is great news for employers employees to get advice from before and during looking for global growth, but successful mobility the move can alleviate a lot of the stress, as well as requires planning and support systems. improve the social and acclimation process. According to an April 2018 article by Fluency Corp., a study by BGRS reports that, while mobility is The Most Vulnerable Time for Relocated incredibly attractive to millennials in the workplace, Employees Is Not When They Arrive relocation assignments have a 54 percent failure rate. Contrary to popular belief, the most stressful time for With competition for top talent as fierce as ever, organi- relocated employees and their families is often right zations need to find better ways to make assignments before the move. Once a relocated employee accepts successful. According to Achim Mossmann, principal an assignment, companies offer their employees an of global mobility services at KPMG, one of the core average of four weeks to move and report to their ways companies can improve success of assignments new job. This is not a lot of time for employees to is “by eliminating the number of touch points and by pick up their lives, make new arrangements, and providing information to employees at the push of a move. These mobile employees are seeking trusted button. There needs to be an application that integrates and curated advice on their new city—not recom- all of the necessary information for stakeholders and mendations from strangers on Google or TripAdvisor. relocated employees onto one platform, such as a web Questions such as where they should live, where to portal and apps.” Especially for millennials, who are enroll their kids in school, and which pub shows their used to having everything easily accessible at their fin- favorite sports team are just the tip of the iceberg and gertips, enhancements such as this will make the pro- should not be underestimated. cess significantly more effective for everyone involved. Chad Sterling, CRP, GMS, CEO of Altair Global, states, “Our studies and focus groups indicate the Relocated Employees Are Returning at an largest stressors and productivity declines during Alarming Rate Because the No. 1 Concern Is an assignment occur when finding suitable housing Not Being Answered: Social Well-Being and settling into a new community. Cutting resources A top reason why employees return early from in these areas can be devastating to a rock-star new assignment is missing their personal support network employee, only adding to frustration and stress.” of family and friends and difficulty making new Giving the mobile employees a trusted network of friends. This is especially true among millennials. other mobile employees from whom to get advice According to a report done by IMPACT Group, 41 before and during the move can alleviate some of the percent of millennials worry about making new stress and improve the acclimation process. friends on assignment. When you are adjusting to new experiences, it is friends you need the most, What About the Family? which is why supporting employee well-being is International mobility creates extraordinary much more than a “nice to do”— it’s a core, compet- opportunities for the employee but can also create itive business need. Acclimation concerns such as challenges for that employee’s spouse or partner, where to live, finding resources, and fitting into the who can be burdened with anxiety over challenges new office are also high on the list. ranging from learning a new language and adjusting According to Andrew Walker, GMS-T, director of to a new culture to building a new life from scratch. global mobility and total rewards at EY, “The often While assignees have the stability of their work- cited No. 1 reason for failure within the employee place, partners are often forced to find a new job

46 Mobility | May 2019 Relocated employees are seeking trusted and curated advice on their new city— when they arrive and/or take care of the logistics of not recommendations acclimating the family. An EY study asked assignees, “What are the most from strangers common reasons for a failed assignment?” The No. 1 reason was the unhappiness of the family. Joanne on Google or Yee, regional mobility manager, APAC and EMEA, at Bayer, states in this study, “In today’s modern world, TripAdvisor. support for the partner of the assignee is essential if the assignment is to be successful. It shouldn’t be underestimated—the challenges from both an individual and family perspective that the partner of an assignee also has to overcome in adjusting to life in a new country. If the family is happy, then the assignee will be, too.” Because relationships are an essential factor in settling into a new environment, and the spouse’s dissatisfaction negatively affects the employee, companies should invest heavily in the spouse’s well-being.

Technology Plays a Critical Role An effective technology strategy to engage and retain workers is critical to the business’s bottom line. EY’s Walker says, “I see global mobility heading squarely in a digital direction. While some excellent applications and systems are on the market, we still have a longer way to go to deliver an intuitive, consumer-grade technology experience for our stakeholders, whether they be business leaders needing to make informed cutting-edge technology is making its way into the mobility decisions, mobility program operators, or the industry primarily through third parties. assignees looking for more holistic support available in “Creating the right support for new, multigener- the palm of their hand.” ational, and multilevel employees will increasingly As the world is becoming more technologically demand investment in technology, in resources, and savvy, innovative technology is expected in the work- in truly innovative thinking,” says Robert Martini, place. Millennials, especially, who are used to social vice president, strategic innovation, at BGRS. networking, blogs, wikis, and curated information “Increasingly, blending organic investment with based on geolocation, will work best when similar strategic partnering may best position companies to technologies are integrated internally. These tools deliver the flexible solutions that truly advance com- will allow this generation to connect and collabo- pany talent goals and employee experience.” M rate with colleagues in ways that are most natural to them, leading to enhanced efficiency within the Lynn Greenberg is co-founder and CEO of Pivt. She can be organization. This carries over significantly into the reached at +1 914 844 0575 or [email protected]. mobility space, as using technology to reduce churn and improve the well-being of relocated and mobile employees will be pivotal for companies to adopt Keep the conversations going on this and and promote. Giving relocated and mobile employ- other topics by participating in our online ees technology to source trusted recommendations Community. Sign in at worldwideerc.org/ on their new city and find the people they know community with your Worldwide ERC® and should know—even before they go—will be a username and password. necessity for ensuring success of assignments. This

worldwideerc.org | Mobility 47

IS THERE A

BRAIN DRAIN IN MOBILITY? With some precautionary strategies, there doesn’t have to be By Geoff Williams

rain drain is a malady that can infect any what if your partner companies are suffering from company, and too often does. Are com- brain drain? panies or departments in the mobility Michelle Velasquez, GMS, is the director of client industry at risk? services for Preferred Corporate Housing, headquar- B ® Brain drain describes what happens to a com- tered in Houston, and is the current Worldwide ERC pany or an industry when seasoned professionals YP40 Committee chair. She recalls a client company retire or switch jobs and take a lot of institutional calling PCH to share that one of its key employees knowledge with them—leaving the less experi- had left his position and the company. In the absence enced staff at a disadvantage. of the staff member who had been handling the rela- Leaving a company, of course, is a fact of life, tionship with PCH, the client confessed, “We’re not with retirements currently hitting many indus- even sure why we work with you.” tries hard. It has been estimated by the U.S. Social Velasquez says PCH quickly informed the client Security Administration for at least several years about what they do and how they had worked with that approximately 10,000 Americans retire every that key employee, and everything worked out. day. But when people leave, valuable information But if you don’t want to take the risk that it won’t can go with them. That can hurt your company. In and would like to avoid an institutional knowledge fact, it can hurt your company even if your firm exodus from your company someday, the following doesn’t have a brain drain problem. For instance, strategies could be helpful. CREATE A KNOWLEDGE-TRANSFER PLAN Magali Delafosse is the group vice president of human resources for Crown Worldwide and is based Not all people leave out of Hong Kong. She says the company is always keenly aware of retirements, and it plans accordingly. due to retirement Before a recent departure of a CEO, she says, “there was a 12-month knowledge-transfer plan, giving or, say, an illness progressively more responsibilities to the identified or worse. Some successor.” In other words, for a year, the departing CEO mentored the next one in line. people leave for Bev Peabody, CRP, GMS, corporate vice president of another job. sales and marketing at Alexander’s Mobility Services in Tustin, California, says her company does something similar. Alexander’s was founded in 1953—and with approximately 300 employees, a lot of institu- the industry. “This program affords assurance that a tional knowledge could have been lost over the years well-trained alternate staff member from anywhere without successful knowledge transfer plans in place. in the country can step in and support the head office In 2018, a key team member retired after more team until a subsequent relevant recruitment process than 20 years of service. “She had worked inde- is completed,” McCartney says. pendently on several important projects, one of which A program like that—kind of like having an under- still needed to be completed after her departure,” study available for all of the main acting roles—can Peabody says. The company handled the transition in help when an exit isn’t planned. After all, not all peo- several ways: ple leave due to retirement or, say, an illness or worse. • By holding regular status meetings on all her projects Some people leave for another job. and transitioning the ones in progress before her depar- McCartney says the company’s program and ture. The key team member, meanwhile, served as strategy helped a lot when a senior expat executive an adviser on her projects. left the company some time ago to start working in a • By backing up all her files and sending them to the team top senior position at a startup relocation arm of an of relocation professionals who would be taking over her already established company in Australia. responsibilities. “In fact, we sent her entire desk- “She resigned, and two weeks later she poached top computer just to be sure no needed files were two additional expat account managers,” McCartney misplaced,” Peabody recalls. “Our IT department says. But Expat stood pat because people were able retained a copy of the files, as well.” to quickly jump in and take over in the three key • By trying to make sure that all of the projects in missing slots. progress would be completed before her last day. That Cindi Fukami, professor of management at the ultimately didn’t happen—one project wasn’t Daniels College of Business at the University of finished before the staffer’s departure, but it was Denver in Colorado, particularly likes that approach. completed on time. “In the end, the transition She calls it setting up a “knowledge-sharing system.” went smoothly,” Peabody says. “Many companies do not practice ‘information sharing’ widely, but rather on a need-to-know MAKE SURE YOUR STAFF IS TRAINED basis. If knowledge could be more widely shared, FOR ALL JOBS then walking out the door would be less of an This plan saved Expat International a lot of head- issue,” she says. aches, says its CEO, Margaret McCartney, SGMS. The company has been in existence since 1983, and has 32 PAIR YOUR EMPLOYEES employees and offices in East Melbourne, Australia This is a strategy that Velasquez adopted at Preferred (its headquarters), London, and New Zealand. Corporate Housing. It’s essentially a new twist on The company offers professional development for the concept of mentorship. You pair employees, one all of its employees and covers all disciplines within seasoned and one less so, on projects, but not with

50 Mobility | May 2019 the idea of the older person teaching the newer one learning from each other—and, of course, the client everything he or she knows. The hope is that they’ll benefits from different viewpoints. both teach each other something. And pairing can definitely help with the spread- “We felt that mentor and mentorship had a ing of institutional knowledge. “Sometimes our negative connotation, where we’re saying that the generation will re-create the wheel when it wasn’t older generation knows more than the younger one,” broken to begin with,” Velasquez says. “It can help Velasquez says. While that can be true, she says that to have that seasoned employee bring you back often the older, seasoned employees are thirsty to to reality. They can say, ‘We’ve tried that a million hear from newer team members, who, for instance, times, and this was the result.’ You may want to may be far more up on social media tricks and more tweak what you’re doing.” technologically savvy and aware of newer trends. Pairing, rather than mentoring, comes down to Velasquez says her company often does pairing on being more collaborative, Velasquez says. client projects, and not just with seasoned and newer employees. She might have an impulsive relocation LEAVE A PAPER TRAIL—OR A DIGITAL ONE specialist work with a teammate who is methodical, Fukami also likes the idea of companies creating an for instance. If you bring in two people to a proj- information technology system by which employees ect who have different skill sets, they may end up leave notes about projects, which can be searched in

worldwideerc.org | Mobility 51 the future. “I’m not an IT person, but with all of the AI ENCOURAGE YOUR EMPLOYEES TO stuff going on, I think this is a possibility,” she says. GO ON VACATIONS—AND UNPLUG Peabody says Alexander’s Mobility Services does As in, they aren’t allowed to call in to the office, something like that already, although one can imag- and you can’t call them. And that helps with brain ine that in another decade, with artificial intelligence, drain … how? relocation professionals will be able to explain a Velasquez says that when your employees go on problem to a machine and then say something like, vacation, that’s a good time to look for weaknesses in “Alexa, tell me if our company has had a similar your information system. If a key employee departs problem in the past—and how might we solve it.” for a week or two and you can’t reach them because Alexander’s, Peabody says, “embraces the idea they’re truly off the grid, and balls are dropped— of documenting everything we do as a way to mea- well, you might have an uncomfortable week or two, sure our performance and create an environment of but you’ll get a sense of how bad things would be if improvement. That commitment to documenting that employee left for good. So start taking notes, and our processes leaves a paper trail that helps new figure out how to make sure your company can still employees learn Alexander’s approaches to doing get things done if that employee does someday leave. business and retains the ideas and innovations And there’s a side benefit: Your employees come created by our current teams.” back well-rested and recharged. Velasquez says PCH uses the database FileMaker. “Anything that is inside somebody’s brain, we try CREATE A CULTURE THAT APPRECIATES to get in there. We say that if it isn’t in FileMaker, it BOTH THE PAST AND FUTURE doesn’t exist.” Yes, you have a forward-looking company, and your business is always looking ahead to the next CONSIDER A NONCOMPETE CLAUSE great thing. But at the same time, Fukami says, “It It would have to be for a reasonable time frame after also helps to have a strong culture so that history an employee’s departure, McCartney says. Of course, is appreciated in the company—and kept alive. It’s if you have a noncompete clause, you may find that dangerous to assume that what happened in the past it’s harder to attract skilled talent. The best people is unimportant.” may not want to work for your company if they think Delafosse agrees. When asked whether she has any they won’t be able to use the skills they pick up at kind of pep talk for the younger generation, she urges another similar firm. younger relocation professionals to keep their minds So a noncompete clause isn’t a panacea. Still, open on a day-to-day basis. it’s something to think about. “There’s no way of “The relocation industry is fun and has a truly global tethering a great employee, no matter how much one reach,” she says. “Don’t allow yourself to become would like to,” McCartney says. grounded in what you believe today in the way you’ve been brought up or what you think is right.” BE WILLING TO BRING BACK She adds that it’s important, trite as it sounds, EXPERIENCED EMPLOYEES to listen to your elders. “Listen to everything and Delafosse says her company recently had a senior everyone around you, and explore the thoughts and leader who left Crown and was later rehired to take opinions of all. Get your own mentor at an early stage over for someone who was retiring. That can be a of your career. Don’t make the decision on who you benefit, Delafosse points out, because your experi- want to be and where you stand at a young age. Life enced employee has even more valuable industry is a journey, and allowing yourself to change and be knowledge, having worked somewhere else. an open-minded part of that journey will make your And just because somebody is retiring, that doesn’t working experience more vibrant and rewarding. Be mean he or she has to leave the company for good, or open to some opportunities that might not have been right away. “To handle the brain drain, some compa- planned in your own mind. Don’t be a pushover, but nies might hire retiring employees as consultants on don’t hold on too tightly to something that no longer a part-time basis to retain their expertise for a certain makes sense and might be valuable to the organiza- period of time,” Delafosse suggests. tion. Don’t sit on the sidelines if something needs to

52 Mobility | May 2019 be changed—be a part of the change, even if it is in experienced and open-minded employees retire, quit, very small ways to start with. And really be passion- or fall ill and end up leaving. But it can be a serious ate with what you do.” brain drain for a company, too, when the experienced and close-minded ones stay. M LISTEN TO EVERYONE Of course, that’s a pretty good pep talk for any- Geoff Williams is an Ohio-based freelance writer with body, mobility professional or not, and at any age. expat experience. He can be reached via mobility@ Older, more seasoned mobility specialists need to theYGSgroup.com. listen to everything and everyone around them, too—including the younger ones who are just getting started—because you never know where good Keep the conversations going on this and ideas will come from. That, of course, is the whole other topics by participating in our online idea behind pairing. Community. Sign in at worldwideerc.org/ ® In fact, not being open to new ideas and innova- community with your Worldwide ERC tion may be the scariest, riskiest kind of brain drain username and password. that can infect a company. It’s always a loss when

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worldwideerc.org | Mobility 53 THE GIFT OF SERVICE “We make a living by what we get. We make a life by what we give.” — Winston Churchill

he professional lives of all of those connected to Worldwide ERC® are regularly enriched by members who gener- ously give their time, talent, and expertise to the organization. Through committee participation and leadership, vol- T unteering to be panelists or moderators at meetings and events, authoring articles, or sharing insights and expertise on task forces and forums, Worldwide ERC® members are quick to give the gift of service. Since 1989, we have been honoring those who frequently volunteer for the organization through Meritorious Service Awards, Distinguished Service Awards, and induction into an esteemed Hall of Leaders. Awards in each of these service categories are earned upon the accumulation of 10 service points or 25 service points, or receipt of four Distinguished Service Awards, respectively. The Editorial Achievement Award is presented annnually to a Worldwide ERC® member or members who author Mobility content that demonstrates outstanding and timely subject matter relevance, expertise, and writing excellence. This year we are delighted to induct two new members into our Hall of Leaders (upon earning their fourth Distinguished Service Award), and congratulate 28 additional members for earning Distinguished or Meritorious Service Awards. We are also pleased to recognize one of our volunteer authors with an Editorial Achievement Award. We are grateful they chose to share their time and expertise in the service of their fellow professionals through Worldwide ERC®.

SERVICEWORLDWIDE ERC® RECOGNIZES AWARD RECIPIENTS The two newest members to be inducted into the Worldwide ERC® Hall of Leaders are Robert J. Horsley, executive director with Fragomen Worldwide, and Hank Roth, associate counsel and compliance officer with Dwellworks LLC. They have earned the honor in recognition of a number of years of dedicated service to the organization in multiple capacities. Formal induction into the Hall of Leaders occurs at a Worldwide ERC® in-person event. Worldwide ERC® congratulates and sincerely thanks Roth, who will be honored during the Americas Mobility Conference in Atlanta later this month, and Horsley, who will be recognized at the Global Workforce Symposium in Boston in October, for their tireless dedication and significant contributions to the organization and the talent mobility industry. We are also pleased to present an Editorial Achievement Award to John E. Kirk, EVP and chief information and technology officer with SIRVA Worldwide Relocation & Moving, for his article, “Striking a Balance Between Technology and Data Security,” which appeared in the December 2018 issue of Mobility magazine. HALL OF LEADERS INDUCTEES

ROBERT J. HORSLEY HANK ROTH Fragomen Worldwide Dwellworks LLC Santa Clara, California, USA Cleveland, Ohio, USA

EDITORIAL ACHIEVEMENT AWARD

JOHN E. KIRK SIRVA Worldwide Relocation & Moving Oakbrook Terrace, Illinois, USA

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FIRST-TIME DISTINGUISHED SERVICE AWARD RECIPIENTS ELENA ANDERSON–DE LAY, GMS-T MARK FREDERICK At Ease Solutions LLC Global Talent Management Consulting Gaithersburg, Maryland, USA Canoga Park, California, USA ROBERT BREZOSKY JAMES R. GARGANO JR., SCRP The Walt Disney Company Bomba Gargano Valuation Inc. Burbank, California, USA Naperville, Illinois, USA HOLLY O. CLONTZ, SCRP, GMS-T CHRIS PARDO, SGMS-T Ingersoll-Rand Company Plus Relocation Services LLC Davidson, North Carolina, USA Minneapolis, Minnesota, USA BEN CROSS, SCRP MELANIE ROBERTSON, SCRP, GMS-T University Moving and Storage RSM US LLP Farmington Hills, Michigan, USA Minneapolis, Minnesota, USA PAMELA DUNLEAVY, SCRP CATHERINE P. WHITENER, SCRP, SGMS-T Aires Hilldrup Pittsburgh, Pennsylvania, USA Mechanicsville, Virginia, USA

TWO-TIME DISTINGUISHED SERVICE AWARD RECIPIENT JOAN HARPOOTLIAN THOMAS, SCRP, GMS Wilkinson ERA Real Estate Charlotte, North Carolina, USA

FOUR-TIME DISTINGUISHED SERVICE AWARD RECIPIENTS/HALL OF LEADER INDUCTEES ROBERT J. HORSLEY HANK ROTH Fragomen Worldwide Dwellworks LLC Santa Clara, California, USA Cleveland, Ohio, USA

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ENRIQUE ARELLANO PATRICK OHARA Newland Chase Global Immigration G-Inter (Granero International) Mexico City, Mexico Barueri, São Paulo, Brazil KATHLEEN JENNIE BAKER, CRP, SGMS-T BRIDGET B. RITCHIE, CRP, GMS Cultural Awareness International Arpin Group Inc. Dallas, Texas, USA Lombard, Illinois, USA MATTHEW J. BURNS JEFF ROWE Tullow International HR Consulting LLC CORT Destination Services Vienna, Virginia, USA West Chester, Ohio, USA KERWIN GUILLERMO ROBERT JAMES SANFORD JR., CRP, GMS-T Hewlett Packard Enterprise New York University Singapore New York, New York, USA HEATHER HENRY A.J. SCHNEIDER Netflix Inc. Wheaton World Wide Moving | Bekins Van Lines | Los Gatos, California, USA Clark & Reid Indianapolis, Indiana, USA SILVANA MALPELLI, CRP, SGMS-T Brown Harris Stevens CHAITALI SHAH New York, New York, USA Marriott International Inc. Bethesda, Maryland, USA TANYA MARIOTTINI, GMS-T NIKE Inc. CHADWICK STERLING, CRP, GMS Beaverton, Oregon, USA Altair Global Plano, Texas, USA SCOTT MICHAEL American Moving and Storage Association CHRISTOPHER K. WARD, CRP, GMS Alexandria, Virginia, USA Associates for International Research Inc. (AIRINC) Cambridge, Massachusetts, USA TIM O’SHEA Graebel Concord, New Hampshire, USA

60 Mobility | May 2019 Thinks he owns the place.

TRC employee-owners don’t wait to be told what to do….or do only as much as they’re told to do. That’s just not in our DNA. Our service begins well before the first contact with a client or relocating employee, with meticulous planning and preparation. It continues well after the move is completed. You see, as owners, your success is our success. That’s the TRC difference.

TRC Global Mobility: The only 100% employee- owned relocation Visit TRC at Booth 403 management company at the Worldwide ERC® Americas Mobility Conference in Atlanta.

trcglobalmobility.com Housing across the world comes in all shapes and sizes as people everywhere seek to live comfortably but within their budgets. Large budgets can lead to extravagance, while small ones seek to make the most of what’s available.

Henry David Thoreau could be considered the father of the tiny house movement. In 1854 Thoreau published Walden, which chronicled the two years, two months, and two days he spent living in a 150-square-foot (13.9-square-meter) cabin near Walden Pond outside of Concord, Massachusetts. Thoreau blazed the way for those who found inspiration in the experience of modest living in tight quarters. Source: curbed.com

Homes made from shipping containers are becoming a popular housing alternative for residents of South Africa. The homes are affordable and easy to maintain, and they do not have a significant impact on the environment. In fact, the container homes can be models for sustainable living, because they are capable of using alternative energy sources such as solar panels, solar geysers, and rainwater harvesting systems. Source: theculturetrip.com

The Bedouin people, nomads of Middle Eastern and North African deserts, long relied on tents for their housing. Perhaps the best-known is the nine- pole tent, which used little timber—a scarce commodity in the desert—but maximized floor space by raising the entire tent off the ground. One side of the tent was traditionally used to receive guests, and the other became the family’s living quarters. Because of the increasing scarcity of water, however, many Bedouin are giving up the nomadic lifestyle and settling in small shelters made of concrete blocks and tin. Source: nomads.org

Don’t call them houseboats. In Scarborough Bluffs, Ontario, which is 15 minutes from downtown Toronto, they call them float homes. The community of 24 residences sits in a protected cove on Lake Ontario, and the homes offer all the amenities you would expect to find in a home situated on land. Some consider it to be the best float home community in the world. Source: torontofloathomes.com

About 20 million U.S. residents—6 percent of Americans—live in the 50,000 mobile home parks spread across the country. They are the country’s largest source of unsubsidized affordable housing. Most owners of mobile homes own the home itself but not the land they live on, instead paying monthly lot rental fees to the owner of the park. Source: billmoyers.com

62 Mobility | May 2019 Mobility Matters Interesting, challenging, and surprising stats and finds around the globe

By Jon Ferguson

Hidden deep in the Costa Rican rainforest is a community called Finca Bellavista, a 600-acre (243-hectare) development that consists of about 40 homes suspended in the trees. The developers try to design around the natural environment and don’t allow residents to cut down trees to build their homes, most of which are built on stilts around trees. Some, however, can be built in long-living, deep- rooted trees once the construction plan has been given a thumbs-up by a botanist. One of these homes is 90 feet (27 meters) off the ground. Source: cnn.com

Spreefeld is a housing cooperative consisting of three buildings in the heart of Berlin. In one of the buildings, there is a common kitchen that serves 21 apartment units. The first two floors of the building are dedicated to community and public uses, including office spaces for co-working, a day care center, and spaces for yoga, music, and dance, all of which are open to the public as well as the Spreefeld community. Source: resilience.org

A Danish author named Bodil Graae wrote in 1967: “Every child should have 100 parents.” A group of people led by an architect and a psychologist took her words to heart and in 1972 built what Sun_Shine / Shutterstock.com is considered the first co-housing community, which was close to Copenhagen and was big enough for 27 families. The co-housing movement has spread since then, and in Denmark about 1 percent of the population—about 50,000 people—live in co-housing. Source: cohousing.org

In Japan, where the population is declining and the society is rapidly aging, some rural towns are so hungry for younger residents that they are giving away houses. Well, they’re not exactly giving them away, but there are towns that will rent houses at very low rates with options to become the owner after a certain period of time. For example, in one town the rent for a detached home is about $319 a month. If the occupant stays there for 20 years, the town hands over the house and property, meaning it has cost about $77,000—not a bad deal. Source: rethinktokyo.com

worldwideerc.org | Mobility 63 THE PAST, PRESENT, AND FUTURE OF HOUSEHOLD GOODS MOVING

From the ICC Tariff and robust moving policies to capacity challenges, smaller loads, and new business models

By Roger Sorhagen ven after nearly half a century in the household goods relocation industry and with 27 Worldwide ERC® conferences behind me, E I can still remember typing a bill of lading by hand and rating the paperwork connected to a move by flipping through something called an ICC (Interstate Commerce Commission) Tariff. An ICC Tariff was a really entertaining book, containing hundreds of pages—many of them stating “This Page Left Intentionally Blank”—and hundreds of exceptions. A highly proficient rate and tariff person, as I was at that time, could manually rate one move every 20 minutes. It was a difficult, confusing, and often confound- ing process. The simple part was understanding how much it cost to move and how much each of the only three people involved in the transaction at that time received: the client, the mover, and the driver. At the time, I was an unpaid intern at my family-owned moving and storage company, learning the business. The industry was flourishing, van lines were sprouting up regularly, and the agents that represented them were beginning to grow in numbers all over the country. As corporate America began to expand its own footprint and grow its markets, it would need to move personnel and their families to strategic locations. And moving companies would serve as one of the conduits to help make that happen. The industry was highly regulated at the time, at mobilizing America as owner-operators. They were both the state and federal levels, by the ICC. To enter, well-compensated independent businessmen and exit, or cross a state line with household goods, a -women who owned their own power units and pulled mover needed either individual or affiliated van line trailers owned by the moving company or the van ICC rights. It’s that umbrella coverage that really got line. I can recall issuing Form 1099s that ranged from the van line industry started: A small group of movers $150,000 to $300,000 to these professional drivers. They who had limited ICC authority joined their individ- were a proud and independent group. ual ICC rights together, allowing for all under that At the time, businesses were competing for talent, umbrella to do commerce in multiple states. It actually and moving policies had sufficient benefits to incen- took many years of van lines soliciting moving com- tivize new hires to come aboard. The average weight panies to join their co-op so they could expand their of a corporate transferee’s household goods shipment right to do business in more and more states. back then was more than 15,000 pounds. Buying ICC rights at the time was cost-prohibitive. You could hire an experienced attorney-practitioner DEREGULATION: A PIVOTAL TURN to convince the ICC that you were needed to provide The deregulation of the trucking industry in the service to clients through a process known then as U.S. began with the Motor Carrier Act of 1980. In a proof of shipper support. Imagine, if you can, a client nutshell, it meant that trucking rates dropped dra- completing a notarized application indicating that matically, and those once highly respected, highly they needed you to have more ICC authority to serve priced, and sought-after privately held ICC rights their needs. Before we had the evolution of titles could be purchased for as little as $250 in 48 states. associated with things like global mobility and total In addition, many individual states deregulated rewards, a moving company’s client contact title was themselves in transportation. very likely to be “traffic manager.” Shortly thereafter, we saw two key business trends emerging, too: downsizing and outsourcing. Downsizing, sometimes referred to as “right-sizing,” took hold as companies sought to find efficiencies, THE TRADITIONAL MODEL OF operate on leaner budgets, and “do more with less.” SELLING SERVICES DIRECTLY TO Many companies opted to outsource entire depart- CORPORATE CLIENTS SHIFTED ments or functions, sometimes hiring specialists or consultants on a temporary or contract basis to fill a WITH THE CHANGING BUSINESS void or provide a certain level of expertise, especially TRENDS AND LANDSCAPE. at critical, high-volume times. The traditional model of selling services directly to corporate clients shifted with the changing business trends and landscape.

Being an agent of a van line was the way to go if WHERE ARE WE TODAY? your vision as an independent owner of a moving Capacity: The potential or suitability for holding, storing, company was to grow and serve an expanding list of or accommodating. corporate clients on the move. Paying a retention fee Fast-forward a few decades, and the biggest chal- to the van line gave you use of the rights and other lenge in the household goods moving industry was integral services from the group, like marketing, and largely remains insufficient capacity. There are paperwork processing, and payment management. many definitions of that word, but the above is per- The only things you needed were trucks—lots of haps the best when it comes to our current challenge. trucks—and drivers. As more and more people began A shortage of trucks and drivers, particularly at peak to relocate, moving companies and van lines continued periods, continues to be one of the greatest difficul- to grow. Filling the demand for trucks and drivers ties, for both the moving and storage industry and was relatively easy prior to the late 1990s. Many eager relocation management companies (RMCs). workers (mostly men at that time, but some women, As long as companies are struggling to meet capacity, too) welcomed the opportunity to put their efforts into service failures can mount up, and transferees’ packing

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© Copyright 2019 Oakwood All Rights Reserved and delivery dates can be impacted. To meet growing too. The goods must still travel in different types of demand and shrinking numbers of available trucks and containers, even if they all have different names on drivers, outsourcing to other types of freight and carrier the side. Autonomous trucks are already in use from services, and/or more costly shipping alternatives may terminal to terminal in the freight world and will rap- need to be used. idly multiply as we conquer the obstacles in the way. There are many reasons for dramatic shifts in the Drivers will transition to more of a co-pilot or engi- industry, and like just about every other business neering position, commanding their power units from segment today, the household goods moving industry the right side, rather than the left side, of the cabin. is experiencing significant disruption as a result of Movers close to the origin or destination of a many changing forces. shipment will provide local labor to load household goods into small trucks and shuttle the goods A LESSON FROM ANOTHER INDUSTRY back to their warehouses. There they will load The household goods moving industry, at its core, is goods into containers to be picked up by freight an asset-based business. It requires trucks, movers, carriers, who will then consolidate and deliver and brick-and-mortar space for storage and office per- them to a local mover at destination, where the sonnel: trucks to haul the furniture, personnel to load, contents of the container will be removed and unload, and drive the trucks, bricks and mortar for delivered to the final destination. storage and to house support staff for the coordina- With demographic trends suggesting that younger tion and logistics. In many ways, it resembles another employees are both eager to move and, at least at this familiar business we all use frequently and that has stage in their lives, less connected to material belong- experienced its own levels of change, profit shrinking, ings, van lines and shipments are likely to continue to and challenge—the airline industry. It requires planes shrink. As the world continues to get smaller through to fly people or freight, pilots and crew to navigate the technology and more workers opt for telecommuting skies and serve on the ground, airfields for landings and gig opportunities, we may see fewer traditional and takeoffs, hangars to service and store the planes, relocations and more short-term assignments and and call centers to coordinate capacity. business travel take hold. Facing significant economic challenges, airlines Yes, many of the larger shipments still require the revised their pricing models, eliminated or shifted traditional moving van service, and many scenar- less profitable routes, and looked at a variety of ios still call for that high-touch, hand-holding, and other ways to ensure survival. Once a company is specialized level of customer support by operators back on track, an increase in capacity requires more from the same team from start to finish. As changes investment in rolling assets. The airline industry continue to take hold, it should be a very interesting boasted a whopping $40 billion of new commercial future for the household goods relocation industry. aircraft orders at the Paris Air Show in 2017 alone. As I reflect on my long career in the business, I’ll close However, the best and premier builder of furniture with a common paraphrase of Charles Darwin: “It is vans for the moving industry reports sales have not the strongest species that survive, nor the most been flat since 2013. intelligent, but the ones most responsive to change.” M The lesson here: the household goods industry needs to be rethinking the pricing and business Roger Sorhagen is vice president of national account sales model; developing adaptable, customer-centric with First Class Moving Systems Inc., Agent for North options; discontinuing or revising less profitable American Van Lines. He can be reached at +1 973 713 routes and opening new lanes; buying equipment; 8663 or [email protected]. and expanding markets where needed. SO, WHAT ABOUT THE FUTURE? Keep the conversations going on this and other topics by participating in our online My crystal ball indicates that right-sizing and out- Community. Sign in at worldwideerc.org/ sourcing are here to stay. I believe that regular route or community with your Worldwide ERC® freight carriers will continue to service small ship- username and password. ments, and in the near future, probably larger ones,

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The home lending industry is transforming the customer experience with digital tools By Debbie Holiday, CRP

or employees, there are lots of reasons why relo- a recent Fannie Mae National Housing Survey that cation can be overwhelming. A move involves they wanted to fill out their mortgage application selling a home, packing and shipping furni- online and submit all their documents that way, too. Fture and cars, researching neighborhoods and Since the financial crisis, transferees who have schools, buying a home, and the list goes on and on. applied for a home loan know the process can be While all of that can be a lot of work, a bright spot is pretty labor-intensive. Lenders must fully docu- that the mortgage industry has been transforming itself ment and validate every aspect of the application in a way that makes one part of the process—homebuy- process, so buyers can find themselves download- ing—simpler for transferees. ing bank statements, printing tax returns, and fax- Today’s consumers are used to the ease and conve- ing W-2s. There are letters of explanation to write, nience of a digital experience in everything from buy- large deposits to track, and a host of disclosures ing new shoes to shopping for groceries, and they’d to read and sign. There are also documents to like the homebuying experience to be more like that. sign and notarize so that homebuyers understand In fact, about 70 percent of borrowers indicated in their responsibilities.

The good news is that today’s homebuying experience has been changing in a way that makes it easier and less paper-intensive for consumers to It’s about taking the apply for a mortgage, while still complying with online application industry requirements to validate a buyer’s ability to repay it. While very few lenders can boast an to the next level entirely paperless lending experience, many lenders are offering online experiences that are getting to streamline the very close. entire lending From the Convenience of Your Home process by finding “Call it the e-commerce effect or whatever you prefer, but people simply expect convenience in ways to take the purchasing any kind of product—even their home loan—so it’s important to us that the lenders who work out of it for work with our clients invest in this kind of experience,” says Paul De Boer, SCRP, SGMS, president of consumers. WHR Group, a global employee relocation company. “Buyers also are looking for a trusted adviser who provides the right tools and guidance to help them one of 17,000 other financial institutions, with just navigate the loan process with ease, and one that can a few keystrokes. That means there are no bank competently explain and personalize the right mort- statements to download, print, email, track down, gage product for the individual’s circumstance.” or provide. In a number of cases, employer, income Imagine this: It’s raining outside on a late summer verification, and W-2 data can be easily and digi- day, but you’ve been shopping for houses online tally added to an online application, again taking from your couch, and you think you’ve found a the work out of the process. house in the community where you are relocating. Any other required documents can be uploaded You want to go see the house, but you also want to easily online, and transferees can keep track of the be ready to make an offer, so you decide to get the progress of their online loan application in real mortgage process rolling by applying online before time. As an added convenience, disclosure forms leaving your couch. can be accessed and signed electronically. And, just As you go through the online application process, like the constant improvements you see in products you get stuck on a question, so you make a quick call rolling out of tech companies, mortgage companies to your home mortgage consultant, who pulls up the keep innovating to make the mortgage financing online application you are working on, answers your process better. question, and gets you moving again. Within a few In fact, if you think about that scenario where minutes, you have everything you need to do some you’re shopping from the couch, the modern mort- serious house hunting. gage experience really doesn’t require you to leave The changes happening in the industry, however, the convenience of your home during the process are bigger than merely making it easy to navigate unless you want to. You can always go to the settle- the online application from the convenience of your ment location when it is time to close on your loan, couch. It’s about streamlining the entire lending or the mortgage company can send a mobile notary process by finding ways to take the work out of it to your home, and in the not-so-distant future, that for consumers. Smart data capture reduces the need experience may be fully digital, too. to produce documents to validate income and assets and other application details. Stepping Away From Paper Taking our loan application as an example, There’s also a lot going on behind the scenes to prospective borrowers can pull banking statement make the mortgage loan application and home- data into it automatically from our system, or any buying process easier. Mortgage industry leaders

72 Mobility | May 2019

are having lots of conversations about how to use Companies across the spectrum are working to pro- data and technology in a way that streamlines the vide consumers all the options—if you want to go into appraisal process without compromising integrity. a banking branch, talk face-to-face with your home Technology can be a help in getting nonessential mortgage consultant, and fill out an application right tasks off the plates of appraisers so they can focus there, that’s an option. If you’d rather do it all on the on the areas in which their expertise is essential phone, you can. If you have a lot of questions and need and move more quickly, especially during peak guidance around the different products and services buying times. While relatively rare today, it’s not that might work for your situation, you can get that, impossible to think that devices such as drones too. But consumers who do want to interact online could someday be a regular tool that appraisers use should have access to helpful tools, and mortgage to help get their work done. companies should constantly be looking for ways to Fannie Mae and Freddie Mac also have recently make the process simpler and less paper-intensive. introduced enhancements to their property inspection This is the “age of the consumer”—an era in and appraisal waivers on certain low-risk transac- which heightened expectations of a customer-centric tions. While waivers are not suitable in all cases, experience and ease of accessibility drive consumer appropriate usage does allow limited appraiser behavior in every interaction—and the companies capacity to be better dedicated to transactions requir- that understand that will be the ones that succeed in ing their expertise. Lenders should always obtain delivering the very best homebuying experience for their customer’s approval to forgo an actual appraisal their customers. before using these programs, since appraisals are a To be sure, getting a mortgage will never be as easy valuable tool in validating property values versus as buying a pair of shoes online, and for good reason. purchase price. Making the decision to manage the responsibility of Many companies are also now taking advantage paying a mortgage, property taxes, and homeown- of eNotes capabilities, or the electronic version of the ers insurance, while maintaining the ability to pay promissory note and the official record of the obliga- for other life expenses—such as tuition, fuel, food, tion to repay the loan. It’s one more major step away savings, and entertainment—is a pivotal step in a from paper in an industry that has been historically consumer’s financial future. Consumers should take weighed down by paper processes. The new capabil- the time to get informed, and mortgage companies ity digitizes the loan on the back end of the lending should take care to provide good guidance and infor- process—a spot consumers don’t often see. Yet it is a mation about loan options and consumer responsibil- critical piece in creating a completely digital expe- ities. However, with the convenience of digital experi- rience, allowing lenders to buy and sell mortgages ences, led by companies that are relentlessly pursuing while maintaining the same legal enforceability as a a more customer-focused loan process, the industry paper document. can continue to reduce the effort for consumers and Rakesh Sheth, head of business insights and digital make the entire homebuying and home financing strategy at Wells Fargo Home Lending, says, “We’re process more streamlined. M making huge strides in improving the customer experience, making the mortgage process simpler, Debbie Holiday, CRP, is corporate and team member and offering more digital options. At the same time, programs leader at Wells Fargo Home Mortgage. She we’re continuing to let the customer drive how they can be reached at +1 314 322 8365 or debbie.holiday@ want to be served—online, on the phone, in person, wellsfargo.com. or a seamless combination of all three.”

All the Options Keep the conversations going on this and It’s important to note that creating a fully digital other topics by participating in our online experience doesn’t mean that customers will not Community. Sign in at worldwideerc.org/ ® have options in how they want to interact with their community with your Worldwide ERC mortgage company or that they won’t have access to username and password. great guidance.

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THE RELOCATIONRELOCATION APPRAISALAPPRAISAL DEFINING THE DIFFERENCES BY PAUL M. LEWIS

s a professional with more than 25 years of experience in all types of residential appraisal work, I believe that relocation appraisals may be reviewed more thoroughly and by more parties than any other type. Worldwide ERC®’s “Relocation Appraisal Guide” notes that “an understanding of relocation appraisal concepts and proper completion of Athe Worldwide ERC® Summary Appraisal Report are integral elements in developing an opinion of the anticipated sales price for a relocating employee’s home and in building better lines of communication among all persons involved in the relocation appraisal process.” In that spirit, I offer some perspectives on the fundamental differences between a relocation appraisal and other residential appraisal types with which you or your transferring employees may be familiar—mortgage lending, refi- nancing, or insurance-related appraisals, for example—and why good communication among all involved is so important. MORTGAGE APPRAISAL VS. RELOCATION APPRAISAL ® MORTGAGE RELOCATION To facilitate mortgage lending. To facilitate corporate relocation.

Market value: Exposure time precedes date of Anticipated sales price: Marketing time occurs after appraisal. date of value opinion. Long-term decision-making: up to 30 years. Short-term decision-making: up to 120 days.

Uniform Residential Appraisal Report: comprehen- Worldwide ERC® Summary Appraisal Report: sive analysis. expanded analysis of market data. Identifies category for “design” and “appeal.” Emphasizes “appeal” and “décor” as critical items for consideration. No financing adjustments for normal seller costs. Adjustments for sales and financing concessions.

Retrospective analysis, no forecasting. Prospective analysis, forecasting.

Normal marketing time, without limit. Assignment marketing period, not to exceed 120 days (or as instructed by the client).

Significant changes have occurred in the real estate, • The ultimate intent of the report and the parties it lending, and talent mobility industries between is designed to serve. the initial launch of and subsequent updates to • The reporting forms and definitions. the Worldwide ERC® industry standard Summary • The level, extent, and period of time of the Appraisal Report and corresponding guide. But required analysis. its core purpose, components, and the Uniform Standards of Professional Appraisal Practice (USPAP) INTENT AND END USERS guidelines, with which the report complies, have Let’s start with intent. A mortgage appraisal’s ulti- stood the test of time and remain relevant today. mate goal is to determine a property’s current market As the use of online data and electronic com- value and assess the level of financial risk to the munications and transactions continues to grow, lender. In contrast, the relocation appraisal is but one appraisers may be one of very few, or even the component of an employee home purchase program only, representatives of the client or relocation in which an employer will purchase the home under management company (RMC) whom transferring specific circumstances that vary from company to homeowners and their families meet in person. company. The appraiser is charged with estimating I’m often viewed initially with a bit of skepticism an anticipated sales price within a defined marketing and mistrust, particularly by those experiencing a period. In those instances when the employer—or an job-related move for the first time, for whom the RMC acting on the employer’s behalf—purchases the relocation process is quite new. So, it’s important employee’s home, the purchase offer is based upon for me to take the time to thoroughly and profes- this anticipated sales price. Most often, the antici- sionally explain the process and the fundamental pated sales prices of two relocation appraisals are differences in a relocation appraisal, including: averaged to calculate the offer amount. (Worldwide

78 Mobility | May 2019 ERC® members can read about home purchase pro- A mortgage appraisal’s grams in more detail in the Worldwide ERC® Tax & Legal MasterSource.) A lender is looking at a longer-term decision, gen- ultimate goal is to erally for the purpose of approving a 15- or 30-year mortgage, with the home as collateral. The parties determine a property’s ordering a relocation appraisal are looking to determine a realistic sales price within a much shorter current market value and window, generally 90 to 120 days from the time the valuation is made. While the report is likely to be shared with the homeowner-transferee, the primary assess the level of financial audience it is intended to serve is the RMC and its client, the employing organization for which the trans- risk to the lender. feree is working or will work in the new location. FORMS AND DEFINITIONS Mortgage appraisals are often submitted via the Uniform Residential Appraisal Report (URAR) ANALYSIS AND MARKETING PERIOD or an abbreviated version of it, depending on the An important distinction in a relocation appraisal circumstances. The Worldwide ERC® Summary is the determination of anticipated sales price. How Appraisal Report calls for a much more robust, we make that determination incorporates perhaps detailed analysis, including narrative portions one of the most distinctive aspects of the relocation throughout and requiring a greater level of report- appraisal: the concept of forecasting. Worldwide ing. Some clients do not get a home inspection ERC®’s form defines forecasting as “the process unless it is recommended by the appraiser. In this of analyzing historical trends and current factors circumstance, an experienced appraiser can be as a basis for anticipating market trends. (In order critical with regard to potential liability. to reflect any impact these trends will have on the Additionally, mortgage appraisals focus on the subject property’s marketing time and sales price, a subject property’s condition, design, and general forecasting adjustment must be consistently applied appeal. A relocation appraisal requires evalu- to each comparable sale.)” ating those aspects as well, but also reports on In other words, to determine the most realistic internal décor, working appliances, any necessary price, relocation appraisers analyze what has hap- repairs or improvements recommended for market pened in the past compared with the current market competitiveness, and any construction upgrades and form an educated opinion as to what will happen or deficiencies. If the appraiser identifies any during a predetermined marketing period, the length concerns, he or she also includes an estimate of the of which is typically set by client policy. costs to repair or improve them. Other items to consider in developing the fore- Financing considerations will also be different in casting adjustment include seasonal conditions, the a mortgage and a relocation appraisal. A mortgage number of competing properties, how long they have appraisal requires establishing the cash equivalency been on the market, and any changes in their listing to normal seller costs, with adjustments made to the prices; the rate of absorption (the average number comparable sales only if there are special or unusual of sales per month divided by the total number of financial or sales concessions. A relocation appraisal available homes), and the average number of days on must consider the cash equivalency of comparable market; any expired or withdrawn listings; the ratio properties, as well as any adjustments, which could of sales prices to listing prices in the market; and eco- include concessions such as seller-paid points or nomic and demographic trends. In rapidly changing assistance with closing costs. Here, the biggest differ- markets, this gets even more challenging, as apprais- ence is that the Worldwide ERC® report views the net ers must predict just how quickly the market will go transaction value, not just the sales price. in one direction or another.

worldwideerc.org | Mobility 79 The maximum marketing period set by the client, vis-à-vis current market conditions, is an important part of the forecasting process, as it can play a significant role in whether the adjustment will be positive, negative, or zero. In a stable or strong market, a forecasting adjustment of zero is most common. In more challenging conditions, such as those caused by seasonal or significant economic factors, if the expected market exposure is anticipated to be longer APPRAISAL REPORT WRITING CONTEST than the maximum marketing period defined by the client, a negative forecasting adjustment is warranted. The Mobility editors note and recognize that Paul Lewis was Similarly, in markets that are rapidly heating up and the 2018 recipient of a joint Worldwide ERC® and Relocation in which we see low inventory and high demand, a Appraisers and Consultants Inc. (RAC) Summary Appraisal positive forecasting adjustment may be necessary. Report Writing Contest Award. From my own experience, positive adjustments are rare—I have applied a positive forecasting adjustment Submissions to the annual contest are redacted, so that the only once over the course of conducting hundreds judges, who are report reviewers from relocation manage- of relocation appraisals. Unusual market conditions ment companies, do not know the identity or location of the or external developments, such as large companies entrants and private or identifying information about subject announcing the opening of a new facility in the region, properties is respected. for example, and the corresponding assumption of an influx of homebuying employees with it, can prompt Each section of the reports is evaluated by judges for: an upward forecast. The forecasting component is often the most Completeness: Whether all necessary information challenging and least understood variable of a was included, and whether exhibits were useful relocation appraiser’s work, as there is no mathe- and comprehensive. matical formula that will result in two appraisers arriving at the exact same adjustment. The accu- Clarity of communication: Descriptions required to render racy of the conclusion is also not verifiable by a good understanding of the elements being defined were current market data, just the test of time. well-written, organized, and easily understood. In essence, a relocation appraisal is significantly more detailed, nuanced, and time-consuming than Thoroughness: Whether the appraiser researched all of the many other appraisals, but it provides appraisers important market factors that impact the analysis. with an opportunity to showcase unique levels of market knowledge, professional analysis, commu- Internal consistency: Ensuring that all the facts presented nication skills, and customer service to the many in the report led to the conclusions and recommendations different parties involved in the process. M expressed by the appraiser. Paul M. Lewis is an appraiser with Paul Lewis & Complexity of the assignment: Determining whether the Associates. He can be reached at +1 952 472 4121 or report identified and communicated unique marketing chal- [email protected]. lenges and offered adequate justification for adjustments for unique or unusual challenges. Keep the conversations going on this and Appraisers interested in competing in the 2019 other topics by participating in our online Appraisal Report Writing Contest should look for details Community. Sign in at worldwideerc.org/ community with your Worldwide ERC® and submission deadlines, coming later this summer on username and password. worldwideerc.org and rac.net.

80 Mobility | May 2019 Let’s create moving experiences

Helping your relocating employees feel comfortable with #1 in Net Satisfaction among mortgage their home financing can make a difference – for you and relocation providers in the 2018 Trippel them. We’re ready to help, because to deliver a great home Nationwide Relocating Employee Survey®1 financing experience takes attention, care, and dedication.

You can count on our knowledgeable team who understands relocation and puts that to work for your employees – every time with every employee.

Debbie Holiday, Senior Vice President 314-322-8365 [email protected]

1. 2018 Trippel Survey & Research, LLC 24th Annual Nationwide Employee Survey. Information is accurate as of date of printing and is subject to change without notice. Wells Fargo Home Mortgage is a division of Wells Fargo Bank, N.A. © 2019 Wells Fargo Bank, N.A. All rights reserved. NMLSR ID 399801. AS4574679 Expires 09/2019

DESTINATION PROFILE: MEXICO CITY

Rich history, unique culture, flexible time By Jackie Dorfsman

exico City lies in a valley surrounded by mountains and volcanoes and is the capital and most populous city in the country of Mexico. Given that Mexico has taken important steps to draw both foreign and local investors in every sector, it has become a very attractive place for investors worldwide. From architecture and art to music and cuisine, the city has become veryM cosmopolitan, offering a wide range of opportunities for new experiences. During its rich history, a variety of people have come together to create a unique culture—starting with pyramids dating back to the ancient tribes who lived there, to Spanish baroque architecture, and on to modern skyscrapers. Expats will also enjoy great weather almost year-round. “You must adapt to Mexico, as Mexico will not adapt to you” is good advice, but it is not always easy. Although living in Mexico can be a great experience, expats face cultural challenges such as traffic, driving, and sense of time. Mexican drivers tend to be more aggressive than those in Europe or the U.S. You should always be alert and on the lookout for drivers changing lanes or trying to get around you. Keep in mind that people often don’t use turn signals, and don’t expect other drivers to slow down for you. Pedestrians tend to cross highways and streets at any point. On a personal level, Mexicans tend to be open and friendly. Conversations and greetings take place at a much closer physical distance than expats may be accustomed to. The sense of time is another common challenge, so expats need to be flexible and patient. Repairs, for instance, usually take longer than expected, but little by little, expats get used to it.

worldwideerc.org | Mobility 83 DESTINATION PROFILE: MEXICO CITY

Doing Business in Mexico Mexicans see time as flexible and flowing, with A formal dress code for men generally means a stronger emphasis on personal interaction than a suit and tie, while women dress in conservative formal conversation. Business in Mexico follows business attire. Business discussions are commonly the mentality that it doesn’t matter how long preceded, punctuated, and closed by conversation something takes, just that it gets done—which about personal themes, such as the visitor’s family means a project could require several meetings or experience of Mexico. Entertaining is an import- before it is completed. This also means it is very ant part of negotiations and is viewed as an oppor- common—almost expected—that people will be tunity to establish deeper relationships. It is always 10 to 30 minutes late. important to be patient and good-humored!

Work Permits Work permit applications are reasonably straight- The foreign national’s immigration status is deter- forward, provided that the sponsoring entity mined by intention to stay in the country. The most meets all legal requirements for the sponsorship. common categories for work- and business-related Legislative changes in 2011 eliminated the require- purposes are Temporary Residence with permission to ment to demonstrate professional and technical work (most common among expats) and Temporary capabilities of the foreign national applying for Residence without permission to perform remuner- a work permit. The Mexican immigration regime ated activities. The most typical visa for accompanying is deemed flexible, and employers must consider partners is the S Visa. Expat partners are allowed to other areas of law, such as tax and labor regula- look for a job and can request a work permit when tions, to ensure legal employment of an expat. they have a contract with a Mexican company.

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Language Labor Law Spanish is the national language, but Mexican Spanish contains many words and phrases that are particular to the country, and it tends to be Practices more fluid and less direct than European Spanish. An employment relationship is established for an English is widely used in business circles. Hotel indefinite period to provide employees with job staff are likely to speak English, particularly in stability and tenure security, unless the nature of the U.S. border region, large cities, and popular the job is temporary. The 2012 Mexican Labor Law tourist resorts. Indigenous languages are also reform enables employers to staff part-time, tem- used, but only in rural areas, such as the Mayan porary, or seasonal work arrangements and allow communities of the Yucatán. for a 30-day probationary period to ensure that the employee is right for the job. Through this reform, employers can hire for an hourly wage payment, which must be at or above minimum wage.

Foreign ItzaVU / Shutterstock.com Corrupt Practices Over the past several years, Mexico’s legal system has made great strides toward anti-corruption legisla- tion and significant changes regarding oral court proceedings and criminal liability for companies. In 2015, the Mexican states voted to amend the Federal Constitution to create a national Anti-Corruption System, which was implemented by a series of laws passed in the two years following. These changes have reduced corrupt practices when working with government agencies and officials; however, as in many countries, third-party corruption—such as improper gifting and excessive hospitality—still exists. Developing a compliance program or “integrity policy” that takes into account local law, culture, and practices is a smart step toward compliant business practices.

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Housing An important secret to a smooth transition is expec- Having a lease guarantor increases the number of tation-setting pre-arrival regarding the rental market eligible properties. and housing practices in Mexico City. Real estate in The Mexico housing market is unique in many Mexico City has become very expensive, not only ways, including: for expats but also for locals moving from other • There is no multiple listing service. Mexican states. • Fast-paced markets need quick decisions. Lease conditions include details such as the • Internet housing information is unreliable. delivery date, appliances that will be included, and • Apartments have one to three bedrooms, whereas the condition in which the property was found. houses have two to three. It is important to note that you must pay the first • Larger than four-bedroom apartments are month’s rent in advance before you receive keys to almost nonexistent, and houses of that size are the property. In most transactions, it is necessary hard to find. to have a lease “guarantor” (usually the company), • Most properties are not furnished and do not which guarantees the property owner that all com- include appliances. mitments agreed upon in the contract will be kept. • Most landlords do not allow pets.

88 Mobility | May 2019 Schools Shopping Spaces at international schools are in great demand. There are shopping malls and specialty shops in Admissions follow a strict protocol, and the schools most neighborhoods, offering clothing, electronics, expect the parents to be involved in every step. sportswear, and more. It is common to find 24-hour The following critical steps can help parents avoid stores open year-round, and there are several surprises or disappointments: mobile apps for delivering food, groceries, flowers, • Research the schools online as soon as the reloca- etc. People in Mexico do most of their grocery shop- tion assignment is offered. ping at supermarkets, more and more of which offer • Apply online in advance of the homefinding tour. organic and high-end foods. Most supermarkets • Apply to more than one school. contain a pharmacy, and many smaller pharmacies • Be prepared to act on acceptance with short are available throughout the city. Open-air mobile notice, as admittance is on a rolling basis and neighborhood markets are typically held on a spe- availability is subject to frequent changes. cific day of the week in a particular location. • Be ready to talk to schools directly regarding individual student applications; schools will talk only to parents and guardians, not employers or service providers.

Safety and Transportation

Most expats drive in Mexico. It is common for an employer Security to help with buying or leasing a car, as obtaining credit at a dealership may prove challenging for those with no credit Although the majority of residential areas and history in Mexico. business districts expats frequent are safe, safety Taxi services such as Uber, Cabify, or Radio Taxis (Taxis de and security are valid concerns. A company may Sitio) are available in cities; it is typically not recommended to provide a security briefing prior to moving an take taxis from the street or use public transportation. Some assignee to Mexico. In some cases it may also hire expats choose to use drivers provided by their company, who a security specialist to review the property before are usually background-checked and on the company payroll. signing a lease. As in other major metropolitan areas, it’s smart to keep a low profile, appear confident, and exercise caution. It is important to be aware of “no-go areas,” to walk with a sense of purpose, and to try not to look lost—even if you are. Other common-sense suggestions include not wearing eye-catching jewelry, not flashing money, and avoiding walking at night if possible.

worldwideerc.org | Mobility 89 DESTINATION PROFILE: MEXICO CITY

Shipping & Customs Frontpage / Shutterstock.com It is important to include all proper documentation with a shipment, as Mexican customs authorities are strict about importation documentation and procedures. Most of the time, the Mexican buyer is responsible for obtaining permits, making pay- ments to Mexican authorities, and contracting a Mexican customs broker. Final import approval of any product is subject to the importing country’s rules and regulations as interpreted by border officials at the time of product entry. The postal service in Mexico regularly loses small packages. Having a parcel tracked and insured will help to prevent its complete disappearance. The best way to save your cargo is to send a box weighing 1 kilogram (2.2 pounds) or more. In many countries such parcels are processed separately under the official postal stamp. Health Care Private health care in Mexico is usually very good, and in some places it is top of the line. Most doctors and dentists have received at least part of their training in the U.S. and travel to the U.S. and Europe for ongoing training. There are first-rate hospitals in every medium to large city. Health care is also generally less expensive than in the U.S. and other highly developed countries. Major hospitals accept common health insurance and are staffed with English speakers. A social health security system covers employees in the private and public sectors. If you work for a Mexican company, you qualify directly for medical coverage under the Mexican Social Security Institute (IMSS). Typically the cost is deducted directly from your paycheck.

90 Mobility | May 2019

DESTINATION PROFILE: MEXICO CITY

Finances The Personal Income Tax Rate is a tax collected from European cards, and most shops and restaurants individuals and is imposed on sources of income accept internationally recognized credit cards. A such as labor, pensions, interest, and dividends. surcharge may be levied on payment by credit card. Mexico’s individual income tax rates range from As in many places, theft and credit or debit card 1.92 to 35 percent. Nonresidents (those in Mexico skimming are a concern, so credit card statements on a work visa or permit) pay 15 to 30 percent. should be checked regularly. Mexico’s corporate tax rate is a flat 30 percent. A Expats need a visa and proof of address in value-added tax is applied to the sale of most retail order to obtain a bank account. All banks offer goods and services at 16 percent in most of the coun- foreign exchange services; the Mexican peso has try and 11 percent in border areas. fluctuated between 18 and 22 pesos per U.S. dollar The cost of living in Mexico City is about 64 per- in recent years. There are no limits on how much cent lower than in New York, ranking 356th out of you can transfer in or out of Mexico, but sums 444 cities in the world. over US$10,000 must be declared on a special The official currency is the Mexican peso (MXN). form when passing through customs. When wir- It is wise to carry cash in small denominations and ing money from a bank abroad to a Mexican bank, limited amounts for security reasons. ATMs are this declaration is not necessary, but there might widely available, many accept North American and be bank fees or commissions.

Unexpected Dina Julayeva / Shutterstock.com Mexico City On the Day of the Dead, Mexican families welcome back the souls of their deceased relatives for a brief reunion that includes food, drink, and music. Part of the celebration is a big parade in Paseo de la Reforma, one of the most important avenues in Mexico City. Though the holiday itself is centuries old, it was actually the James Bond filmSpectre that inspired this parade, as it had not been held before. M

Jackie Dorfsman is director, client services, with Dwellworks LLC. She can be reached at +52 55 10370775 or [email protected].

92 Mobility | May 2019 In your own words

William E. Wiggins, Jr., CRP

Branch Chief, Business Development & Services Branch (BDSB) U.S. Environmental Protection Agency (EPA) Federal Employee Relocation Center (FERC) Cincinnati, OH USA

How has joining Worldwide ERC® changed your experiences in global mobility?

Tremendously! Before joining, my networking circle was very limited. I started with my local regional relocation group and as I got more connected there and then with Worldwide ERC®, it really opened up a lot of doors and the chance to get to know some great people and organizations.

Being an active participant in Worldwide ERC® has facilitated business development opportunities with other federal agencies, GSA and top-notch industry suppliers.

It has helped me increase my knowledge and expertise, particularly “Earning my CRP® designation in understanding the differences between government and corporate relocation. I’ve been able to leverage corporate best practices to make helped me further demonstrate improvements within the federal government. Earning my CRP® not only my credibility to designation helped me further demonstrate not only my credibility to customers and business partners, but a recognized level of competence customers and business across the many aspects of the relocation process. All of these experiences led to some great speaking opportunities to share my partners, but a recognized knowledge and expertise, too. level of competence across the

many aspects of the relocation What has been your greatest challenge or achievement? process.” They are one and the same: I worked alongside a wonderful group of people and together, we took a mere business idea and developed it into a full-fledged employee relocation center in just 13 months.

Tell us about the best advice you ever received.

My mom always told us when we were growing up, in no uncertain terms, that “whatever you do in life, be the best at it. Even if you are only a street sweeper, you be the best darn street sweeper that ever lived.”

What do you want to be when you “grow up”?

LOL. A missionary and travel the world. My wife and I partnered with a 501(c)3 and friends of ours and started a mission in the country of Uganda. When I “grow up” (retire), I would like to do that on a full-time basis and help others in less fortunate places or countries. We feel that providing children with their basic needs and an education in a safe environment will help raise up a generation that can change their local communities, regions and even their countries. Some of the greatest and most selfless people and friends I have ever met serve in the mission field. I strive to be more like them every day. They are true role models, and people I look up to and admire tremendously.

WWiggins0519.indd 1 4/11/19 12:03 PM MARKETPLACE DIS- RUP-

IN THE MOVING AND STORAGE INDUSTRY TION& CHANGEBY SCOTT MICHAEL

he moving and storage industry has been going through significant disruption over the past few years, and we expect this trend to continue. Worldwide TERC® and the American Moving and Storage Association (AMSA) are working together to keep you closely informed. MARKETPLACE

The changes to the tax code a year ago have impacted corporate moves in several ways. Making Technology the cost of the move a component of the employee’s taxable compensation has forced companies to decide and disruption whether to gross up their employees to cover this tax burden. The reports we are hearing indicate that most companies have done this, significantly increasing are bringing to their costs for each move. This cost increase leads to pressure on those devel- market more oping relocation policies to consider cheaper alternatives or reducing other benefits. Some companies may even opt to reduce the number of relocations in order alternatives to to stay within a fixed budget. Individuals paying for their own move can no the full-service longer deduct the cost of the move on their taxes, thus increasing the effective cost to the customer. professional This could also prompt consumers to explore cheaper alternatives, or it could result in a reduction of the number of moves overall. move model. At the same time, technology and disruption are bringing to market more alternatives to the full-service professional move model. Consumers choosing to handle their own move with a rental The suggestions within the consumer education truck is nothing new, but now they can select component focus on getting more information into container options or freight trailers, where they the hands of consumers earlier in the decision pro- hire a company to provide the equipment and cess, hopefully before they find themselves commit- transportation. Many of those companies also can ted to moving with an unlicensed rogue operator. help provide labor, which means that the customer Prior communication pieces proved to be too long is essentially piecing together a full move, just with and complicated, so the goal is to streamline the different companies furnishing labor, containers, information and make it more readily accessible to and transportation. relocating people. Unfortunately, there are plenty of unscrupulous The forms and legal documents associated with companies operating out there as well, targeting a move also need to be reduced and simplified individuals and families on the move. Given the to make them more understandable by consum- diversity of options now available to consumers, it ers who do not move frequently and are not as can be harder to identify reputable firms and avoid familiar with the process. The burden still falls on the bad actors. The threat is particularly real for the consumer to understand the options they have, those employees using a lump-sum option and a research the companies they are considering, obtain self-directed approach, so educating them about the multiple proposals from different companies, and risks and how to vet their choices continues to be an make a good choice of what makes the most sense important component of any lump-sum program. for them, but the steps we’re taking with FMCSA The Federal Motor Carrier Safety Administration should raise awareness of the risks and make it (FMCSA) created a Household Goods Consumer easier for consumers to choose to work with a pro- Protection Working Group to focus on improving fessional mover. consumer education and streamlining paperwork The process of obtaining estimates from movers and regulations. Their report, including 19 recom- is one area that is rapidly evolving, too, with many mendations, was released earlier this year. We will companies embracing the technology that enables be working with FMCSA and Congress to implement an entirely digital process, without relying on an these recommendations and help achieve the goals. in-home visit.

96 Mobility | May 2019

MARKETPLACE

Technology can do only so much, however, as, at least for now, strong workers still need to show up in person to pick up your belongings and put them into a truck to be moved.

The virtual survey has become accepted by a Consumers and mobile employees are seeing the significant part of the professional industry in an benefits, as they can schedule appointments at their amazingly short time. This technology involves a convenience, rather than having to take time off of video connection, usually through the customer’s work to wait at home for estimators to arrive. Many smartphone, in order to bring the salesperson into the customers are indicating they prefer the online inter- home virtually. action to the in-person visit. Some companies are using a model in which the Technology can do only so much, however, as, at customer records their own video of their house least for now, strong workers still need to show up and its contents, while others have a live link that in person to pick up your belongings and put them enables a salesperson to walk the customer through into a truck to be moved. The next innovation could the house and focus in on certain items for more arrive in the driving part of the move, as auton- detail. This also ensures that they don’t skip any omous vehicles are being tested on highways. It rooms or closets, and it gives the opportunity for may be only a few years before human drivers are a salesperson to ask questions and to see rooms or the exception for trucking, or, as Roger Sorhagen’s items in more detail for greater clarity. article in this issue points out, transition into engi- In either approach, the salesperson saves time by neers or co-pilots from the other side of the cabin. not having to drive from house to house, and they can Progress in this area could be one way to solve the construct their estimated weight while sitting at their driver shortage we have been plagued with for desk. The recording makes it easy to go back and con- many years. firm a specific item if there is any question, and it can The bottom line is that, whether you are getting also include an outdoor component designed to identify ready to move yourself or are helping to manage the stairs, low-hanging tree branches, or any other obstacles. moves of others, there are many professional associa- Some companies have taken this technology a tion and consumer educational tools available to you step further and are using artificial intelligence to help you and the employees you work with know software to have a computer analyze the video and what to expect and minimize your risks. M create the inventory and weight estimate automatically from analyzing the images. As the technology Scott Michael is president and CEO of the American continues to improve, these estimates are getting Moving and Storage Association. He can be reached at more and more accurate. +1 703 683 7410 or [email protected].

98 Mobility | May 2019 THINK OUTSIDE THE VAN.

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To Own …Or Not to Own the Contract…That is the Question

The decision may seem simple but SO…WHO SHOULD OWN THE CONTRACT? can encompass the complexity of The third option is the most common approach because a Shakespearean play. RMCs typically have the most experience and expertise in purchasing carrier services and managing service level Complexities arise from the expectations. many nuances of household goods contracts; even more Each corporate entity must determine the value of having so since carriers adopted their the RMC: own tariffs, each with slightly different terms, making it • Analyze tariffs for carrier-to-carrier comparisons difficult to compare carrier to carrier. Another includes • Negotiate rates on RMC volume determining the strength of each carrier’s regional and • Reduce company employee count cross-country traffic lanes to insure the delivery of • Maintain multiple contracts under one RMC agreement excellent service at the most effective price. These are for a cost competitive and flexible solution just two broad considerations of what could be dozens. • Use its historical data, experience and expertise to select the best carrier, given the parameters of each OWNING IT move There are three options to consider: • Audit invoices against contract terms and authorized program benefits • Company owns contract(s) and manages internally • Advocate for the company and employees Considerations: Employee count, negotiating leverage, • Reporting to company for performance, service historical data, increased number of contracts, resolutions and costs managing services To own, or not to own corporate household goods contracts • Company owns contract(s) and hires a relocation is the question that has been asked. If the above brings management company (RMC) to manage for a fee value to your organization, working with a transparent RMC Considerations: Employee count, negotiating leverage, may be the right choice for your organization. historical data, increased number of contracts, separate fee to RMC

• RMC owns contract(s), runs the program and receives referral fees from the carriers Considerations: Reduced employee and contract counts, higher volume negotiations, historical data Randy Wilson, CRP and years of carrier sourcing experience, extensive President | CEO experience managing contracts, no conflict of interest NEI Global Relocation when RMC doesn’t own carrier/agency, and pricing [email protected] transparency when RMC discloses carrier invoices +1 402 397 8486

100 Mobility | May 2019 TURNING RELOCATION DATA INTO PREDICTABLE INTELLIGENCE

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Global Workforce Symposium 2019 EVENTS 16-18 October | Boston, MA USA HYNES CONVENTION CENTER

FIRST-TIME CORPORATE ATTENDEES CAN ATTEND WITH A COMPLIMENTARY REGISTRATION

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GWSHalfPage0519.indd 1 4/10/19 10:08 AM

worldwideerc.org | Mobility 103 INDUSTRY INSIGHTS Tips and advice from the global talent mobility community

Top 10 Things to Consider When Moving With a Pet By Christina Quezada

Pet owners are often surprised and overwhelmed by the time, cost, and requirements involved in moving an animal. Here’s a top 10 list of key things to know.

1. Do your research: Know what is required—or not 6. Consider special needs: If your pet is snub-nosed, allowed—at your destination. Countries vary greatly strong-jawed, or older, be prepared for things like in preparation timelines, and not every country accepts heat sensitivity, stricter crate requirements, and phys- the same breeds or species for import. Advanced prep ical limitations. work can take from 30 days to six months. 7. Be aware of seasonal obstacles: In regions where 2. Understand and plan for the costs: Budgeting for a extreme cold and heat are a factor, try to avoid travel pet move means considering many fees beyond airfare, during months when embargoes are possible. Travel including an approved crate, quarantine (if applicable), during peak times such as holidays and weekends is veterinary work, and proximity to airline hubs. not recommended due to higher passenger volume and lower pet program staffing. 3. Know your alternatives: For larger breeds, ground transportation may be better than air for domestic travel 8. Anticipate layovers and understand transition- because some of the pet-friendly airlines no longer ing through other countries: If your pet’s itinerary accept larger crates. Some have temperature restric- includes a layover, determine what you’ll need to tions, too, which can increase costs and the possibility fulfill the transit country’s requirements. That will of several check-ins. Excess baggage and in-cabin travel depend largely on where you’re going, whether you’re require the pet to be connected to a passenger ticket, switching airlines, and how long the layover will be. which means the passenger and pet must book, check Many airlines have minimum layover times for pets in, and clear customs together. In this case, the airline traveling in cargo, so make sure your plan complies! will not speak to a third-party provider should there be last-minute changes (e.g., temperature restrictions, 9. Sedation is not recommended: These types of weather, or plane equipment size change) not allowing medications can affect your pet’s balance and the the pet to fly as planned. breathing patterns animals use to regulate their body temperatures and heart rates. Under the stress of 4. Purchase an International Air Transport travel, sedatives can cause serious problems. Association (IATA)–approved travel crate, and acclimate early: The sooner your pet is acquainted 10. Plan for a healthy transition: After a long journey, with the crate, the better. A crate-acclimated pet will check a few things to set your pet up for success. Start experience significantly reduced stress inside a famil- by making sure your pet is well-hydrated and does iar “safe space” during travel. not show signs of appetite loss. Long walks or other exercise will help them stretch their legs and relieve 5. Check with your veterinarian: Incomplete paper- travel stress! M work can cause delays and rack up extra time—make sure your veterinarian understands all the require- Christina Quezada is a marketing specialist with ments and has the proper accreditations to avoid PetRelocation. She can be reached at +1 512 362 6120 or having to repeat this process. [email protected].

104 Mobility | May 2019 NOT JUST A RELOCATION, THE START OF AN ADVENTURE.

At Altair Global, we use dynamic experience management (XM) tools to collect experiential data and turn every customer interaction into actionable insights. Then, we share this data with our clients so we can work together to monitor the customer journey and adapt quickly to changing needs. Through our proprietary XM program, moving is more than a means to an end. It’s the first chapter in an epic adventure. altairglobal.com/XM

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