This document discusses the importance of clear communication in the mobility industry. It contains three articles that emphasize different aspects of communication: 1) Clear and consistent communication between all parties involved in a relocation is vital to ensure the best client experience and prevent issues from falling through the cracks. Technology like vendor portals allow for constant updates. 2) Having a "servant's heart" and putting customers' needs first is the most important element to being a strong collaborative partner in the mobility industry according to one young leader. 3) Effective communication at all levels, through sharing of information and knowledge, is the single most important element of the industry according to another, and is key to partnerships flourishing.

1. April 2015
CROSS-BORDER FINANCE SAVVY / MARKET: OMAHA / DESTINATION: COLOMBIA / INSIGHT: EBT COMPLIANCE
HEALTH AND
WELLNESS
AND COMPANY SUCCESS
MILLENNIALS
AND MOBILITY’S NEW NORMAL
GET READY FOR THE NRC!
WELCOME TO
LAS VEGAS
Magazine of Worldwide ERC®
PREPARINGEXTENDED
BUSINESS
TRAVELERS

2. www.WorldwideERC.org | Mobility 29
AROUND THE WORLDWIDE ERC®
Young Professionals
In today’s fast-paced high-
tech world, it’s important to
remember the value of clear
communication. This is
increasingly imperative for
mobility partners who work
across states and, more
commonly now, across time
zones and continents to
provide the best client
experience possible. In a situation where virtual
strangers must trust one another to keep the custom-
er’s best interest in mind, communication becomes
the foundation upon which trust is fostered.
When a corporation contacts a service provider to
assist in the relocation of one of their employees, they’re
putting their trust in them to find the best vendors, bro-
kers, and providers available. Once those partnerships
have been formed, it is vital that clear and consistent
lines of communication be established between each
party. This communication becomes the basis for all per-
formance. Often the needs of an employee can change
overnight, and if not for this framework of communi-
cation, that updated information can slip through the
cracks, and the customer will end up paying the price
for this failure to collaborate. For instance, consider
an employee who has decided to look for a home just
across the state line from the new job location. This
information is communicated to their employer, but it
never reaches the real estate partner due to a commu-
nication breakdown along the way. Now you have a
situation where the employee is working with an agent
not licensed in the state in which they’re interested,
and their move could possibly be delayed because of it.
The mobility industry can prevent this type of scenario
using new technology and by remaining adaptable
to the client’s preferred method of communication,
especially in today’s environment, where immediate
gratification is often expected.
Clear and timely communication is best achieved
through the use of vendor portals, which allow constant
and immediate updates and requests between parties.
Here’s a sample of how it can work: Using a system that
connects a representative in Chicago to an agent on the
ground can allow everyone to be up-to-date on the cur-
rent status of the relocation process, and the corporate
client can rest assured their employee is being taken care
of. In an industry where customer satisfaction is the goal
for all service providers, clear and constant communica-
tion cannot be overlooked or stressed enough, and it’s
what makes a good partnership a great one.
Janell McCoy
Relocation Director
Coldwell Banker Reehl Properties
Isn’t it great when you find those partners you can
always depend on, who are creative and dynamic, who
feel like an extension of your own business? We asked
our young leaders, “What is the single most important
element to being a strong collaborative partner in the
mobility industry?”

3. 30 Mobility | April 2015
AROUND THE WORLDWIDE ERC®
The mobility industry allows
us to work in an environment
that is completely customer-
centric. We have the unique
privilege of meeting and
interacting with new and
different individuals nearly
every day. Because we work in
such a customer-focused
industry, I believe that the
single most important element in being a strong
partner is to possess a servant’s heart.
There are many other key features to a successful
career in the mobility industry, some of which include
listening, being highly responsive, and providing
competitive rates for services and clients. But these
individual elements won’t equal achievement unless
your heart’s passion is to serve and you have the
ability to put your customers’ needs before your
own. Working in this industry with a servant’s heart
breeds a culture of growth and success. I am strongly
passionate about engaging with people who share
similar beliefs and try to set an example for my team
and those with whom I interact every day.
Stacy Durbin
Director of Relocation
Semonin Realtors, a Berkshire Hathaway Affiliate
In my opinion, the most
important element of the
mobility industry is, simply,
communication. If collaborative
partnerships are going to
flourish, operative communica-
tion loops are required.
Effective communication must
exist, at all levels, through
collective sharing of informa-
tion and knowledge that would lead to growth within
the mobility industry. This is true across Worldwide
ERC®
, within its board and committees, and with
corporate clients and suppliers and all partnerships that
form in order to make every single relocation a success.
Such collaborative partnerships are often formed
when professionals reach out to like-minded indi-
viduals and groups in order to address matters that
impact their companies and/or industry. For exam-
ple, the YP40 Committee joins to discuss how we can
make the mobility industry more attractive to great
talent and newcomers when they first join Worldwide
ERC®
. This is accomplished through sharing experi-
ences that we have come across, providing support
to one another, and having productive discussions on
why we enjoy working in this amazing industry. M
Leo Capotorto, GMS
Director, Global Business Development
Avenida Suites
If you’re a professional under 40 who would like to be featured
on this page in a future issue, please contact Heidi Hume at
hhume@WorldwideERC.org or +1 703 842 3419.
CORRECTION:
In the December Mobility Annual Marketplace
Guide, several service categories for Paragon
Relocation were inadvertently omitted. The fol-
lowing listing information should have appeared
within the Consulting Services, Mortgage/
Financial Services, Relocation Management
and Immigration Services categories:
Paragon Relocation
Craig S. Selders, SCRP, SGMS
President
633 E. State Highway 121 S, Suite 520
Coppell, TX 75019
P: +1 972 819 5208
Fax: +1 972 819 5090
Email: cselders@paragonrelocation.com
We regret the error.
REPRINTED WITH PERMISSION FROM THE APRIL 2015
ISSUE OF MOBILITY, PUBLISHED BY WORLDWIDE ERC®