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Managing Expectations for Destination Services


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Duty of Care – Keeping Employees Safe in High Risk Locations

19 April 2018 / By Nick Royle / Business  / Business Travel Tracking  / export  / Global Mobility Management  / Global Talent Mobility  / HR  / International Assignment  / Relocation  / 

Duty of Care – Keeping their global business travelers and assignees safe has become much harder for companies than it…

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Should Companies Include Restrictions in Assignee Contracts?

9 April 2018 / By Nick Royle / Business  / Global Mobility Management  / Global Talent Mobility  / HR  / 

Anytime a company sends an employee on assignment, there are multiple issues to consider, although some tend to be overlooked.…

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MSI wins 1st place for Quality of Service in HRO Today Magazine’s 2018 Baker’s Dozen: Relocation Ranking

March 25th 2018 – MSI Global Talent Solutions, a human capital advisory firm that enables companies to improve, grow, and…

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Move for Hunger

MSI Global Talent Solutions and Move for Hunger Announce Collaborative Effort to Help Feed Families in Need

Hampton, NH February 12th 2018 – MSI Global Talent Solutions, a professional services organization dedicated to helping companies create human…

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Keeping Employees Safe in High Risk Locations

Keeping their global business travelers and assignees safe when visiting high-risk travel locations has become much harder for companies than…

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Managing Expectations for Destination Services

27 August 2014 / By Nick Royle / export  / Guest Blog  / HR  / Relocation  / Talent Mobility  / 

GO-sphereExperts in the relocation industry can point to several tools that are essential to successfully providing destination services.  From people to software to processes, there are numerous tools that contribute to the desired result of world-class destination service. Among these, however, none is more effective than the intangible, yet valuable tool of managing expectations.

Over the years, my staff and I have used one simple definition for managing expectations that has guided, instructed, and kept us focused.  Quite simply, we define managing expectations as:  gently bridging the gap between what a client expects and what is authorized and available.

Of course expectations run the gamut.  Some clients have specific desires that involve rental rates, amenities, and commute times.  Others have specific desires for school systems, neighborhoods, and community conveniences.  All have interests, preferences, and desires that vary in importance from “nice to have” to “absolutely necessary.”  How these expectations are managed can make all the difference in the world.

As a complement to the tool metaphor, I advise my staff to also think of managing expectations as offering a road map.  Using this imagery, it becomes clear that managing expectations is akin to navigating from point A to point B.  Successfully accomplishing this means the cautioning of bends and turns and helping the client understand what he/she can expect from the relocation road ahead.  While describing potentially unpleasant “road conditions” is not always easy, doing so can help associates on the move prepare and understand their full range of options.

Not only is managing expectations a valuable tool, it just may be the one thing that can reliably lead to successfully delivered destination services.

John Merriweather, Owner – Global Orientations (GO)

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