Other than fees for services provided, the biggest area of concern related to relocation RFP’s is how the corporate client’s relocation transfer activity will be serviced. Not all relocation providers are created equal with service delivery being a key differentiator. The following are a few key questions that should be included in any relocation services RFP.
What is the maximum caseload for your relocation counselors/consultants?
Since service delivery levels and transferee satisfaction are directly related to relocation counselor caseload, it is very important to ask what the maximum caseload is for relocation counselors at each of the service providers that are bidding. The higher the relocation counselor caseload, the lower the level of transferee satisfaction. A relocation counselor with too high of a caseload risks becoming simply a coordinator of services rather than a true advocate with proactive guidance for the transferee.
What are the hours of business for your consultants? Is your staff available on evenings and weekends?
Relocation activity is often one that is not confined to the typical 9-5 Monday to Friday workday. Home finding trips along with other critical relocation tasks/decisions often take place on weekends and global assignments involve multiple time zones. Similar to Relocation America International, which provides 24 hour, 7 day a week service delivery, corporate clients should know if the chosen provider has the following posted on their website:
Mon – Fri: 7am – 5:30pm
Sat & Sun: Closed
What service delivery model do you employ to deliver service to your clients and transferees?
There are two schools of thought within the relocation industry regarding service delivery. One involves delivering service via a model where multiple personnel from the same provider are involved in any one relocation. Relocation activities are broken down into the smallest of tasks with many people each working on one specific part of the transferee’s move. Many of the industry’s acronymed big box relocation service providers utilize this model in the name of efficiency. This model may not work for everyone as communication flow can sometimes be dysfunctional (critical information can sometimes fall thru the cracks) and this model can cause confusion with the transferee and client contact over who exactly is proactively managing the transferee’s relocation and all of its related functions.
The single point of contact service delivery model which Relocation America International employs provides a single point of contact for delivery of all services being offered to the transferring family. Transferring employees have one person who proactively manages all aspects of relocation from benefits initiation to the final move and on thru tax gross up. This model lends itself to reduced communication errors and allows for quick and easy information flow from relocation counselor to transferring employee to client contact. Less people involved means less opportunities for “someone to drop the ball”.
If you’re going out to bid for a new relocation service provider service delivery is a critical component to any RFP. Ask the questions above to differentiate between providers when it comes to service so you end up with a provider you deserve and one that is committed to the highest levels of transferee service.