Corporate Buyers
Corporate Relocation • Referral Management Company
Aires
Altair
CapRelo
Cartus
Global Mobility Solutions
Graebel
Lexicon
NEI Global
Plus Relocation
SIRVA
Weichert Workforce Mobility WHR Group
• Corporate Client / Employer
Charter Communications
Wells Fargo
Wal Mart
Lockheed Martin
Fed Ex
Rockwell Automation
Caterpillar
Kellogg
State Farm
• Transferee / Employee
Client Expectations
• Our clients want their transferee to experience a smooth, stress-free relocation so that they can be as productive as possible during and after the relocation. • Effective Agent
• Knowledgeable • Educate buyers • Market, community, schools, recreation • Availability • From initiation to home finding trip thru closing • Flexible • Communicative • Follow up
The Customer Experience…STRESSED • New to the Market • May need additional info (do not overwhelm)
• Managing move from a distance • Travel & communication challenges
• Beginning a New Job • May or may not have new home purchase benefits • Are they part of a group move? • Trying to understand relocation policies and benefits • Do they receive temporary housing? • And More • Selling in departure location? • Family needs • Language, customs, and experience level
Rental Assistance
Today’s renter is tomorrow’s buyer!
• Typical programs include : • Half day or Full Day tours • Lease assistance • Keep in touch
• To uch base with customer every 90 days • Set communication expectation for timeline • Contact customer 60 days prior to lease expiration to determine if they would like to purchase.
Area Tours
• An area tour is offered by some corporate clients to provide an opportunity for a potential relocating purchaser to tour the new location prior to the acceptance of the relocation offer. • Area tours are usually 3 to 4 hours, and the agent should be prepared to provide : o Show/tour houses and neighborhoods o School information o Shopping, dining, and entertainment information o Local, state and property tax information o A wide variety of additional information (weather, transportation, etc) • Some clients will pay a fee for an area tour. • Some clients will not pay a fee but expect that their employees will be provided the same level of service as a fee-based area tour .
Timelines & Deadlines • Reach out to transferring employee within 2 hours of receiving referral • Be patient, continue to follow up until you make contact • Help customer understand steps to purchase and time it will take
• Establish communication expectation type and frequency • Keep notes and follow up with Relocation Department
Intro\follow up email
Contact Customer
Submit 2 Week Activity Report
Within 24 hours
Same Day
14 days from placement
Monthly
Submit Initial Contact Report
Scheduled Updates
The Intro Call The Intro Call should establish the foundation for what should be a long-term relationship. • Introduce yourself, what company you’re with, and why you’re calling
o Confirm information you have o Gather information you don’t o Have a checklist o Ask questions & take notes o Identify preferred contact method
• Determine their timeline o New job start date o Status of listing • Set follow up • Follow up with Information o On services you will provide o The market
o Scheduled house hunting or business trips
Intro Email: Send Intro/Follow up email within 24 hours If you made contact • Recap your intro call • Define what services you will provide • Confirm market(s) of interest • Document next steps • Provide area information requested • School information If you did not make contact • Explain the purpose of your email • How you received their contact info • Define services you provide
• Request specific areas of interest • Outline next steps in the process • Send your resume
• Online destination area package • Properties meeting their criteria • Confirm plans for home finding trip(s) • Dates • Transportation • Availability or schedule conflicts • Send your resume
Preparation & Expectations • Be at least 10 minutes early to appointments o Clean Car, fully fueled o Know your route • Understand needs o Show properties tailored to your customer’s parameters o Explain if you deviate ** • Represent their best interest • Understand the market (This is a customer survey question) • Know the homes you are showing • Set expectations about the representation you are providing – No Buyer Agency
Prior to Arrival • Confirm schedule • Confirm transportation method • Attendees • Homes to view • Email additional info (if requested) • Special needs • Inform Relocation of house hunting trip date Timelines and Deadlines - House Hunting Trips During Trip • Be prompt for meetings • Have a clean car • Know where you are going • Have materials on homes ready • Listen to feedback and adjust plans
After Trip • Send thank you note • Perform house hunting trip report update • Follow up on requests and provide any additional listings that may match interest expressed.
Timelines and Deadlines - Throughout the Process • Regular updates to the Relocation Department • Assist customer with offer and inspection processes • Notify Relocation Department within 24 hours of pending sale • The two weeks prior to close can be crucial • Keep in touch with customer, Relocation Department, and referring management company to ensure all are aware of any needs and what is going on. • Attend walk through with customer • Attend closing and verify information on closing document is correct • Send closing documents & copy of commission check to Relocation within 24 hours • Make personal contact with customer one week after close
Top Ten Service Issues 1. “My agent contacted me once and I never heard from them again.” 2. “My agent set me up on an automatic listing portal and never contacted me again.” 3. “My agent kept showing me houses that did not fit my criteria.” 4. “My agent did not seem knowledgeable about the area.” 5. “I indicated to my agent that text was my preferred method of contact and he kept calling me while I was at work.” 6. “My agent acted like they were representing the seller’s best interest and not mine.” 7. “My agent was not knowledgeable with all types of financing.” 8. “I was a first time home buyer and my agent was too busy to really explain all of the necessary information I needed to know.” 9. “My agent did not communicate all of the local real estate practices and procedures in the new area.” 10. “Lack of availability and inadequate follow-up.”
Stay ahead of these common problems
Corporate Survey • Service Questions
• Would you recommend your agent to a colleague? • How was your overall experience with your agent? • How would you rate the communication and responsiveness of your agent? • Important • You are allowed to discuss the survey with corporate transferees • Please mention the survey multiple times during the home buying process First Meeting, Accepted Offer, At Closing Table, After Close Check-In • Let the customer know: “Our goal at Century 21 Affiliated is to provide exceptional customer service. If at any point you feel this isn’t happening, please let me know so I can address your concerns immediately. Century 21 Affiliated wants to ‘wow’ you with our service.”
eRelocation: Closed File
• Closing documents & copy of the commission check must be sent within 24 hours • Email to relohud@c21affiliated.com • No transaction fees or admin fees
Corporate Buyers
Questions? relo@c21affiliated.co
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