Destination

RELOCATION MANAGEMENT & BUSINESS DEVELOPMENT

Coldwell Banker Bain Relocation Management & Business Development 

Client Program Eligibility Criteria - Destination 

Sample Requirements for Client Program Agents (provided by client - Cartus)

Sample Requirements for Client Program Agents (provided by client - Cartus)

  • Must have two (2) year’s real estate experience, preferably listing experience in Washington and/or Oregon and 10-12 closings per year*

  • Must submit to and pass detailed background security screening [agent paid]

  • Must complete and pass initial and biennial client certification training [agent paid]

  • Must complete initial and biennial client service agreement and a company service agreement that further clarifies requirements for servicing client business

  • Must attend annual live relocation training session

  • Must have current online agent profile that is updated annually

  • Must accept relocation assignments regardless of price range

  • Must be appropriately dressed and have a clean car in good running condition

  • Must have a positive attitude toward the company and relocation

  • Must accept and understand that a referral fee will be paid on all relocation transactions

  • Must agree to never discuss relocation benefit packages with transferees – refer them back to their Relocation Consultant (i.e. Cartus)

  • Must agree to never discuss referral fees with any customer

  • Must meet or exceed service expectations as outlined by each business segment

  • Agree to update Relocation Department with sales information within 1 day of sale and final sales information within 1 day of closing

  • Agree to never ‘reassign’ a referral customer, always refer the customer back to the Relocation Department

 

*Exceptions will be reviewed on a case by case basis depending on client needs and approval.

 

Service – Client customers can request an agent reassignment during the referral process.    
 

Confidentiality – All information and transferee data to be kept confidential.  Information is not to be discussed with any third person or entity.   Client referral fee or program information is not to be discussed with transferee.


Severance of Relationship – If a program agent chooses to leave Coldwell Banker Bain, all active referrals will be reassigned to another program agent.   If a customer elects to stay with the departing agent, the agent agrees to pay all applicable referral fees.  It is important to be aware some customers   may be required per the corporate client to work with a program agent.

Destination Program Agent Summary and Expectations

Destination Program Summary 

Destination referrals are home finding opportunities for incoming customers/transferees.  Destination   referrals typically initiate from corporate clients (ex. Amazon, Nike, Microsoft, etc.) through a third party relocation services provider (ex. Cartus, SIRVA, etc.).

Standard Client Expectations - Destination (provided by client - Cartus)

The following Destination specific requirements are in addition to the sample eligibility requirements provided above.

 

  • Service all Third Party relocation customers personally (cannot assign to assistant)

  • Contact customer within 4 hours of receipt of referral to discuss home finding needs

  • Provide education to customer about local area, market conditions and the real estate, mortgage and closing process

  • Must be knowledgeable of the entire service area, including listings, schools, churches and recreation facilities, etc.

  • Meet or exceed business line sales conversion and customer service performance metrics

  • Be empathetic, responsive and pro-active with the customer.  Nurture customer throughout the process.  Follow up with customer on a regular basis and provide bi-weekly detailed status updates via web based relocation software program

  • Attend closing with customer

  • Provide area tours for transferees, potential transferees (candidates) and/or group moves as needed or requested

  • Provide basic rental support for transferees and establish long term follow up plans.  Some transferees may not purchase for 12-18 months after arriving to new location

  • Willingness and ability to allocate appropriate time to service customer timeframes

  • Provide market input, reports and/or PowerPoint presentations as needed for corporate clients Attend client meetings to present market information as requested

 

Client Key Performance Standards
 

SERVICE

  • 35% service survey return rate for all referral closings

  • 95% top tier service results (7 or 8 out of 8) on surveys received

CONVERSION

  • 80% Home finding conversion

CBBS Confidential:  For Internal Use Only   r 1/09/2017