Helping newcomers feel they're at home

New Mexico Business Journal, July, 1995 by Jo Ann Hamlin

In the 1970s expanding corporate America began transferring a vast number of employees. In a short time the corporations realized that relocating a family wasn't just about helping them find a new home. It was about spousal employment, finding new schools for the children, making new friends and helping with dozens of other physical and psychological adjustments for the relocating family.

"Corporations recognized that distracted employees who are having personal troubles acclimating to the new city or personal troubles with their home are likely to be less attentive, therefore less productive," says Peter Parnegg, owner/broker of H. Parnegg Realty in Albuquerque.

In 1983 the average cost to relocate a homefinding employee was over $31,000; today a recent Runzheimer survey shows a cost of over $50,000 for homefinding employees and a cost of $15,000 to relocate renters. An unproductive transferee adds to these costs. To have transferees productive as soon as possible, corporations needed to find a way to help resolve the personal problems of a relocating family. For this help they turned to the real estate brokers in the destination city.

Striving to meet the increasing demands of the corporations and their employees and vying with other companies for the lucrative corporate relocation business, the real estate industry has developed elaborate services to benefit all relocating families. Today, many real estate offices are "human resource centers" staffed with relocation directors or specialists trained to understand the special needs of relocating families. They are dedicated to making all newcomers - whether homebuyers or renters - feel at home as quickly as possible.

"I'm the first line of communication with people transferring," says Kathy Sparnins, Relocation Director with RECA, Better Homes and Gardens Realtors. She feels it's important that the person's first contact be with someone who is not trying to sell him real estate. During the initial conversation, Kathy listens carefully to learn how each member of the family feels about the move what their fears and misgivings are. She lets them know their concerns are important and will be resolved.

Based on the information gained from the first counseling phone call, relocation specialists begin an intensive search to find information about everything from schools and medical facilities to hobbies and religious preferences. A standard relocation packet filled with information about the city, housing market, mortgage financing and local real estate information is customized with specific information to aid all the members of the relocating family.

Working With Families

Pat Johnson, relocation director with Prudential, mails relocation information in a box. The box includes a notebook containing information about everything from how to get a driver's license to "Recommendations for Settling in Albuquerque with Your Pet."

Next, the relocation director assigns an agent to work with the relocating family. Agents who work with these families receive special training in the psychological needs of a relocating family.

Agents don't just show homes to the relocating family. Their job is multi-faceted. An agent meets the family at the airport and transports them to their hotel where a "Welcome to New Mexico" gift basket awaits them in their room. A tour of the city is next on the agenda. This tour can carry a heavy responsibility. Sometimes the decision on whether to accept a transfer depends on how well the agent can "sell" the benefits of living in the city.

"Whatever they need, we're here to help," says Carol Bates, relocation director with Hooten-Stahl Realtors. A recent example of her statement was the solution to a unique medical problem that was resolved by her assistant, Liz Johnson. A relocating family had a daughter with cerebral palsy. The concerned parents hesitated to move. They were afraid the daughter wouldn't get the necessary, quality medical care she needed in Albuquerque. Liz researched the problem and discovered Carrie Tingley Hospital could provide the required medical care. Liz arranged for a representative from the hospital to call the parents before they made their first trip to Albuquerque. When the family arrived for their first visit, doctors' appointments were scheduled and the entire family was much happier knowing their major concern - medical treatment for their daughter - was resolved.

Temporary housing is often an issue with corporations or relocating families. Sometimes a homebuyer is waiting for a house to close and needs a place to live for a short time. Occasionally, a CEO may be in the city for a couple of months on a temporary assignment. To solve this need, RECA manages 70 apartment units that are rented daily, weekly or monthly to those who need them. The apartments are fully furnished and provide everything from linens to maid service. Other brokers have rental units or work with rental management companies to provide temporary housing.

Spousal employment is a big concern of relocating couples. Sometimes the decision on moving depends on whether a spouse can find a job. No matter what field of work the spouse is interested in, the relocation staff researches the job market and frequently submits resumes for the spouse. Job interviews can be arranged before the couple arrives.