Berkshire Hathaway HomeServices Premier Properties
Like many of her clients, Lynn Breedlove’s first taste of relocation was when she moved across the country with her husband, four children, and a dog. Although that was many years ago, she said that it was her own relocation experience that compelled her to want to assist others during this stressful time in their lives.
Today, Breedlove serves as relocation director for Berkshire Hathaway HomeServices Premier Properties, where she oversees the company’s relocation department.
During a recent interview, she discussed the compassion that she has for helping others, and the rewards and challenges that come with the territory.
Following are excerpts from our conversation:
MS: What first attracted you to a career in relocation?
LB: When I first moved from Omaha, Nebraska, to Corpus Christi, Texas, in 1976, it was the most stressful time in my life. After that experience, I knew that I wanted to help other people who were going through this tough time, by encouraging them throughout the process. So, I got my real estate license and became a relocation agent. Because of my own relocation, I was able to relate to transferees and their families.
Then in 1997, I was asked to start up a relocation department for a large brokerage here in Houston. I felt qualified due to my personal experience, as well as the knowledge that I gained in real estate.
MS: What do you find most rewarding about what you do?
LB: Being a relocation director is most rewarding, because I know that our relocation staff and our relocation certified agents are all very compassionate about making sure that our transferees are taken care of both emotionally and professionally.
At the end of the day, it’s all about the transferee’s experience with all of the parties throughout the transaction. My goal is to talk to them about the stress they are feeling, and to let them know that there is a light at the end of the tunnel. I feel at peace knowing that everyone is working towards the same goal, which is to help make a difficult time as painless as possible.
MS: What is a relocation certified agent, and what is the benefit to your relocation clients?
LB: It’s an agent who is qualified for our relocation business. There is a lot of criteria for this, which includes a certain number of years of experience. They also receive a lot of training, both internally from me, as well as externally through the Relocation Management Companies (RMCs). So, these are special agents within our industry who are very well-versed and well-educated on the relocation process, which makes them specifically qualified to best assist our relocation clients.
MS: Over the years, what do you think has changed the most about the services that you provide?
LB: The scope of our services has really remained the same, but it’s the way that our services are delivered that has changed. We have become an instantaneous society, where everyone wants and expects everything immediately. That has brought tremendous changes in communication and technology. So, we rarely even speak with the counselors at the RMCs anymore. It’s all about the speed to the lead.
MS: What do you find the most challenging about what you do?
LB: It’s challenging to keep up with the technology and the fast pace that is expected in our industry. Our relocation staff must be able to keep up with the changes in software, technology, and communication techniques. Each RMC has their own technology portal, and their own particular way that they want communication delivered. So, our staff must be very flexible and qualified to perform these duties.
Meanwhile, the agents have to go through much more than they ever have before. They have many people who are pulling them from all directions, and they have to keep them all happy. So, I have the highest regard for their commitment to the industry, and their commitment to the client experience.
MS: In what ways do you try to ensure that your relocation clients will have a positive experience?
LB: It all starts by setting expectations among our staff and agents. We all work together as a team to make sure the experience is pleasant and professional for the transferee and family.
We call it ‘Premier Service Expectations.’ So, our staff is required to call the transferee three times during the process to make sure that they are satisfied with the service level they are receiving. We have found this to be very successful, because we are able to nip any issue in the bud, and it increases the satisfaction level of the transferee.