Relocation 101Relocation 101

RDC Mentor ProgramRDC Mentor Program

May 18, 2005May 18, 2005

San Diego, CASan Diego, CA

Relocation Management CompaniesRelocation Management Companies

Historical OverviewHistorical Overview Roles & ResponsibilitiesRoles & Responsibilities Industry TrendsIndustry Trends

Historical OverviewHistorical Overview

Real Estate AssistanceReal Estate Assistance

““In-house” ProgramsIn-house” Programs Third Party ProgramsThird Party Programs Full OutsourcingFull Outsourcing

Historical OverviewHistorical Overview

Types of Programs:Types of Programs:

Direct ReimbursementDirect Reimbursement Marketing Assistance OnlyMarketing Assistance Only Buyer Value OptionBuyer Value Option Guaranteed Purchase OfferGuaranteed Purchase Offer Closing Services OnlyClosing Services Only

Historical OverviewHistorical Overview

Home Purchase AssistanceHome Purchase Assistance

Assigned Sale (AS)Assigned Sale (AS) Amended Value Offer (AV)Amended Value Offer (AV) Buyer Value Option (BVO) Buyer Value Option (BVO) Guaranteed Purchase Offer (GPO)Guaranteed Purchase Offer (GPO)

Roles and ResponsibilitiesRoles and ResponsibilitiesRealtorRealtor

Relocation DepartmentRelocation Department Destination AssistanceDestination Assistance

­ Candidate Services Candidate Services ­ Orientation & Home FindingOrientation & Home Finding

Home Sale AssistanceHome Sale Assistance- BMA’s & List Price EstablishmentBMA’s & List Price Establishment- Contract NegotiationContract Negotiation- Inventory ManagementInventory Management

Roles and ResponsibilitiesRoles and Responsibilities Relocation Management CompanyRelocation Management Company

Policy AdministrationPolicy Administration Marketing AssistanceMarketing Assistance Home Sale Home Sale Home FindingHome Finding Area OrientationArea Orientation Candidate ServicesCandidate Services Rental AssistanceRental Assistance Settling In ServicesSettling In Services

Household GoodsHousehold Goods Temporary LivingTemporary Living Travel Travel Mortgage AssistanceMortgage Assistance Expense Expense

ManagementManagement InternationalInternational Tax Gross-upTax Gross-up

Service PartnershipsService Partnerships

ReputationReputation LongevityLongevity Relocation ExperienceRelocation Experience Market ShareMarket Share Commitment to Service ExcellenceCommitment to Service Excellence

Broker EvaluationBroker Evaluation

Standards of PerformanceStandards of Performance Proven Track RecordProven Track Record Financial Stability Financial Stability Technology CapabilitiesTechnology Capabilities Customer Service FocusCustomer Service Focus TrainingTraining InnovationInnovation Shared Commitment with Third PartyShared Commitment with Third Party

Performance EvaluationPerformance Evaluation

Delivery of ServiceDelivery of Service 25%25% Quality (Accuracy)Quality (Accuracy) 25%25% SatisfactionSatisfaction 25%25% Financial ResponsibilityFinancial Responsibility 25%25%

Industry TrendsIndustry Trends

Reduced Service Reduced Service FeesFees Referral Fee Capture Referral Fee Capture

is KEYis KEY Cost ContainmentCost Containment OutsourcingOutsourcing InternationalInternational Impact of Technology Impact of Technology

Top 10 Things You Don’t Want to Top 10 Things You Don’t Want to Hear From Your RDC MemberHear From Your RDC Member

10. 10. Does the corporation have insurance?Does the corporation have insurance?

9. I forgot to winterize the house.9. I forgot to winterize the house.

8. I forgot to have the buyer sign the relocation addendum.8. I forgot to have the buyer sign the relocation addendum.

7. Oops! – Sorry about the roach infestation.7. Oops! – Sorry about the roach infestation.

6. We accidentally locked the transferee’s child in the wine cellar.6. We accidentally locked the transferee’s child in the wine cellar.

5. The fire wasn’t too bad – just some smoke damage.5. The fire wasn’t too bad – just some smoke damage.

4. We pulled the wrong comps when we set our BMA value.4. We pulled the wrong comps when we set our BMA value.

3. Can we use the inventory house’s pool for our summer party?3. Can we use the inventory house’s pool for our summer party?

2. The transferee didn’t disclose the black mold.2. The transferee didn’t disclose the black mold.

1. I don’t have enough time to take this order.1. I don’t have enough time to take this order.