January 2017

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Page 32 of 73 | Mobility 29 What did you learn from Fred about the meaning of success? From my perspective, it's that success is built on relationships. Of course in business, we ensure we follow proper processes while meeting business objectives and deadlines, but this is only a small fraction of what it means to be successful. True success is achieved when we build enduring rela - tionships with our customers. This key principle mentioned in the book is sometimes lost when you are buried beneath paperwork and striving to meet service level agreements. However, at the end of the day, building lasting relationships is what will keep your customers with you. Have you made any changes in the way you do your job as a result of reading The Fred Factor? It is our job to exceed customer expectations by surprising and delighting them, regardless of how big or small the task. Often people wait until a crisis occurs to elevate their level of customer service, and this book recommends that you avert crises by being proactive in every single customer engagement. To ensure Stewart continues to hire candidates with out - standing customer service attributes, I revamped my standard interview dialogue. Asking questions from the book, such as "Who are your heroes and why?" and "What's the coolest thing that has happened to you as a customer?" has allowed me to better under - stand each candidate's traits and how they would contribute to the company's success. What insights might Fred have for the workforce mobility industry? We are entrusted with many facets of people's lives—selling their homes, moving their families, packing their household goods, and relocating them to new and often unfamiliar locations. Yes, we have to keep all these balls in the air to meet dead - lines and agreements, but if we focus on each trans- feree, their family, and the individuals involved in making the relocation successful, then we can set out to be like Fred. Working with this philosophy ensures that not only will the move be successful, but that the transferee, corporate client, and other service providers will continue doing business with us. It means leaving them with a positive and memorable experience. The mobility industry is built on the foundation of customer service and making people feel taken care of when they are going through a change in their professional and personal lives. If you were to write a business book, what would the title be, and why? I would name my book Keep Calm and Relo On. This book would be a daily journal from a transferee's per - spective, describing all the steps of a relocation trans- action. It would include specific details and anecdotes of the transferee's journey so that relocation service providers would gain a different perspective of the transfer process, ultimately leading to better customer service. I would include content on how industry leaders perceived the transferees' relocation experi - ences and how the industry could be enhanced based on their journeys. M If you've encountered a book that changes the way you work, do business, manage employees, or think about your career, we want to share it with your colleagues in global mobility. Contact Heidi Hume at +1 703 842 3419 or

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