GoodMigration Cover Story: Crafting a great customer moving experience and getting it right the first time. (pg. 42)

1. August 2017
MOST CHALLENGING RE MARKETS / BOOK: WORK RULES! / MARKET: HAMPTON ROADS / DESTINATION PROFILE: CAIRO
Magazine of Worldwide ERC®
RISK
AVOIDANCE
AND HOUSEHOLD GOODS MOVING
DUTY OF CARE
A U.S. LEGAL PERSPECTIVE
401(K)
MISTAKES
HOW TO AVOID THEM
INTERNATIONAL
MOVES
Business Travel
Tracking Management
protect
your company,
info@msigts.com
CORPORATE RISKS:
• Permanent Establishment
• Employee Safety
• Immigration Compliance
• Global Tax Compliance
• Reputational Damage
MSI – Grow, Compete
and Globalize
Knowing where mobile
employees are globally
is now a CEO issue

3. August 2017
MOST CHALLENGING RE MARKETS / BOOK: WORK RULES! / MARKET: HAMPTON ROADS / DESTINATION PROFILE: CAIRO
Magazine of Worldwide ERC®
MOST CHALLENGING RE MARKETSMOST CHALLENGING RE MARKETS ////// BOOK: WORK RULES!BOOK: WORK RULES! ////// MARKET: HAMPTON ROADSMARKET: HAMPTON ROADS ////// DESTINATION PROFILE: CAIRODESTINATION PROFILE: CAIRODESTINATION PROFILE: CAIRODESTINATION PROFILE: CAIRO
August 2017August 2017Magazine of Worldwide ERCMagazine of Worldwide ERC®®
RISK
AVOIDANCE
AND HOUSEHOLD GOODS MOVING
DUTY OF CARE
A U.S. LEGAL PERSPECTIVE
401(K)
MISTAKES
HOW TO AVOID THEM
INTERNATIONAL
MOVES

4. www.crownworldmobility.com
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5. connect with us
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6. 2 Mobility | August 2017
Contents
PG 48 U.S. LEGAL DUTY OF CARE
By Robert Quigley, Lauren Fuiman Cell,
and Ted Boehm
Three best practices to account for
the risks employees face abroad
when traveling or in a permanent
placement job.
PG 52 MOBILITY MATTERS
By Jon Ferguson
Storage around the world and
through the centuries.
PG 54 RISK AVOIDANCE AND
OMOTENASHI
By Ray daSilva
How the Japanese concept
of exceeding the customers’
expectations and delighting them
with the service experience can be
applied to household goods moving.
PG 58 401(K) ROLLOVER MISTAKES
By Nathan Garcia
If 401(k) funds are rolled over to an IRA
properly, no taxes will be due on the
transaction, and the money will have
a better chance to grow. But there are
pitfalls to avoid.
PG 64 DESTINATION PROFILE: CAIRO
By M. Diane McCormick
The ancient land of the Pharaohs is a
bridge between Africa and western Asia.
PG 72 MARKETPLACE
By Ashley Roy
The Monsters Under Your Bed: Facing
Down Industry Challenges
PG 42 THEY’VE NEVER DONE THIS
BEFORE
By Adam Vagley
Real-life experiences illustrate how
to craft a great international moving
experience the very first time.
FEATURES
COVER STORY
GLOBAL PERSPECTIVEU.S. PERSPECTIVE

7. A WORLD OF DIFFERENCE
IN IMMIGRATION
At Fragomen, we don’t just
facilitate immigration—we create
opportunities. From individuals and
small local businesses to the world’s
largest companies, we support all
of your immigration needs, all over
the world. We are internationally
local—with offices in the heart of
each region and services stretching
around the world. No matter where
you’ve come from, or where you’re
going next, Fragomen is here to
propel you forward.
Fragomen has more than 40 offices
and serves more than 170 countries
worldwide. Visit www.fragomen.com.
Internationally
local: we are
where you are.

9. WorldwideERC.org | Mobility 5
ContentsSENIOR MANAGER, COMMUNICATIONS & MARKETING
Kristin M. White
kwhite@WorldwideERC.org
EDITORIAL/DESIGN/MEDIA SALES
The YGS Group
Annette Gray, Editorial Director
Amy Norcross, Managing Editor
Steve Kennedy, Senior Editor
Beth Hughes, Copy Editor
Tamara Smith, Account Manager
Drew Bankert, Associate Editor
Megan Meckley, Art Director
Susan Welter, VP Media Sales
Stephanie Harkins, Sales Director
stephanie.harkins@theYGSgroup.com
Zack Buchanan, National Account Executive
zack.buchanan@theYGSgroup.com
+1 717 430 2291
Heather Macaluso, Account Executive
heather.macaluso@theYGSgroup.com
+1 717 430 2224
PRINTING
Cenveo Publisher Services
Richmond, VA
REPRINTS
CADMUS Communications, a Cenveo company
Tracy Harding or June Billman, ercreprints@cadmus.com
+1 866 487 5625 ext. 3085 or 3086
ABOUT WORLDWIDE ERC®
Worldwide ERC®
is the workforce mobility association
for professionals who oversee, manage, or support U.S.
domestic and international employee transfers. The
organization was founded in 1964 to help members
overcome the challenges of workforce mobility.
OUR MISSION
To educate and network mobility professionals—worldwide
OUR VISION
The first and foremost center for corporate
and government global mobility
OUR VALUES
• Customers first—ALWAYS
• Revolutionary results
• Unyielding respect
• Passionate pursuit of excellence
• Infectious positive attitude
COLUMNS
PG 8 PERCEPTIONS
Scoping Out the Talent: Meet Generation Alpha!
PG 30 GOVERNMENT AFFAIRS
Whirlwind Year in Forums
PG 34 MARKET SUMMARY
Hampton Roads, Virginia
By Betsy Hughes
PG 36 PATHWAYS
Ben Cross, CRP, University Moving and Storage
PG 38 MEMBER PICKS: BOOKS THAT MAKE US BETTER
Spencer Caldwell reviews Work Rules!
DEPARTMENTS
PG 6 CALENDAR OF EVENTS
PG 10 COORDINATES
Most Challenging Housing Markets
By Emily Thomas, GMS
PG 13 AROUND THE WORLDWIDE ERC®
Worldwide ERC®
Front Page
Executive Spotlight
Collective Wisdom
YP40
PG 40 THE NUMBERS
“Relocation Assistance: U.S. Domestic Moves”
PG 83 ADVERTISERS’ INDEX
PG 84 LESSONS FROM THE FIELD
A Midsummer Night’s Invitation
By Kirsi Korhonen
ON THE WEB
Enjoy your Mobility magazine where- and whenever you want to,
and post and share articles directly from the online edition. Just
click on the small image of the current cover.
www.WorldwideERC.org/mobility

10. 6 Mobility | August 2017
Calendarof Events
MOBILITY
Vol. 38 No. 8 • August 2017
EXECUTIVE COMMITTEE
Chairman of the Board
Robert J. Horsley
Fragomen Worldwide, Santa Clara, California, USA
Chair-Elect
Mark Lozano, SCRP, GMS
Wells Fargo & Company, Minneapolis, Minnesota, USA
Vice Chair – Talent Community
Edward Hannibal, GMS
Deloitte Tax LLP, Chicago, Illinois, USA
Vice Chair – Finance
Sue Carey, SCRP, SGMS-T
CENTURY 21 Kreuser & Seiler Ltd.,
Libertyville, Illinois, USA
President and Chief Executive Officer
Peggy Smith, SCRP, SGMS-T
Worldwide ERC®
, Arlington, Virginia, USA
BOARD OF DIRECTORS
Robert Brezosky
The Walt Disney Company, Burbank, California, USA
Heather Henry
Tesla,
Fremont, California, USA
Gustavo Higuera, CRP, GMS
Weichert Workforce Mobility Inc., Miami, Florida, USA
Greg Morley
Hasbro Inc., Tsim Sha Tsui, Hong Kong
Ian Payne, SGMS
Cartus Corporation, London, U.K.
Robert J. Rosing
Dwellworks LLC, Cleveland, Ohio, USA
Betsy M. Welch, CRP, SGMS
Santa Fe Relocation Services, Danbury, Connecticut, USA
EX-OFFICIO
Immediate Past Chairman
Dale L. Collins, SCRP, GMS
Graebel Relocation Services Worldwide,
Aurora, Colorado, USA
CHAIRMAN, FOUNDATION FOR WORKFORCE MOBILITY
Johnny H. Haines, SCRP, SGMS-T
Deloitte, Hermitage, Tennessee, USA
Mobility (ISSN 0195-8194) is published monthly by
Worldwide ERC®
, 4401 Wilson Boulevard, Suite 510,
Arlington, VA 22203-4195, +1 703 842 3400. Mobility
examines key issues affecting the global mobility
workforce for the benefit of employers and firms or
individuals providing specific services to relocated
employees and their families. The opinions expressed in
Mobility are those of the authors and do not necessarily
reflect the opinions of Worldwide ERC®
. Mobility is
printed in the United States of America. Periodical
postage paid at Arlington, VA, and additional mailing
offices. Worldwide ERC®
members receive one annual
subscription with their membership dues. Subscriptions
are available to both members and nonmembers at
$48 each per year. Copyright ©2017 by Worldwide
ERC®
. All rights reserved. Neither all nor part of the
contents published herein may be reproduced in any
form without written permission from Worldwide ERC®
.
POSTMASTER: Send address changes to Mobility,
Worldwide ERC®
, 4401 Wilson Boulevard,
Suite 510, Arlington, VA 22203-4195.
C
M
Y
CM
MY
CY
CMY
K
AUGUST 2017
Master Series: Expat Management in Mexico and Compliance
with Immigration, Labor, Tax, and Relocation
August 3
Mexico City
In alliance with Enrique Arellano Rincón Abogados SC
WorldwideERC.org/MasterSeries
Master Series: New Brazilian Immigration Law and
Highlights in LATAM Region
August 31
São Paulo
In alliance with Berry Appleman & Leiden LLP
WorldwideERC.org/MasterSeries
SEPTEMBER 2017
Global Mobility Specialist (GMS)®
Module 3
September 27
Chicago
WorldwideERC.org/GMS
Global Workforce Symposium
September 27–29
Chicago
WorldwideERC.org/Events
OCTOBER 2017
The Changing Faces of Domestic and Global Mobility Practices
October 3
Free Webinar, Sponsored by SIRVA
WorldwideERC.org/Webinars
NOVEMBER 2017
Aligning Mobility Strategy to Support Business and Talent
Objectives
November 2
Free Webinar, Sponsored by SIRVA
WorldwideERC.org/Webinars
Talent Management: What’s Changed for Relocation Managers
November 7
Free Webinar, Sponsored by Cartus
WorldwideERC.org/Webinars
Home Sales Outlook and Relocation Trends
November 9
Free Webinar, Sponsored by WHR Group Employee Relocation
WorldwideERC.org/Webinars

11. BALGLOBAL.COM
CREATING CONFIDENCE IN
THE COMPLEX WORLD OF
CORPORATE IMMIGRATION
Copyright © 2017 Berry Appleman & Leiden LLP

12. 8 Mobility | August 2017
PERCEPTIONS
We’ve all heard the stories of parents who started
planning for entry into the right nursery school as
soon as their child was born. To many of us, that kind
of advance planning might seem a little over the top.
But that’s an example of the broad down-the-road
thinking employers might want to adopt when they are
identifying where they’ll find their future talent.
We know that the future of work—and of the workforce—is going to be packed
with change we can’t even imagine today. In fact, I’ve been reflecting lately
on comments made by some of the thought leaders on our Americas Mobility
Conference “Extreme Insights” panel. Not only did they suggest tapping into teen-
agers now as a think tank for the future of work, but it was also noted that gaining
insight from and about much younger children can provide clues to the way talent
will eventually need to be recruited and developed. We already know some things
about members of Generation Z, who were born between 1995 and 2010. Gen Z is
entrepreneurial and pragmatic, hardworking yet easily distracted, with the desire
for social impact that their millennial predecessors expressed. Some employers are
even creating early appeal to Gen Z with customized high school internships that
help them create a pipeline of talent into their companies.
We can gain a deeper sense of what’s coming by learning from the generation
that’s following the Gen Z workforce entrants. Tentatively titled “Generation
Alpha,” they are the children of millennials, born starting in 2010—the year the
iPad was introduced and Instagram was created. Analytics about Alphas project
that when all the members of this generation have been born, their numbers will
reach almost 2 billion. They will be the most technology-supplied generation in
history, and they may be the most transformative generation ever. Are we ready to
attract, manage, and retain this talent? Yes—if we start learning about them now.
PEGGY SMITH, SCRP, SGMS-T
President and Chief Executive Officer
Worldwide ERC®
Cheers,
Scoping Out the Talent: Meet Generation Alpha!

13. A BRILLIANT IDEA
FOR CORPORATE RELOCATION
• Built-instoragesolutionsforgreaterflexibility
• Hugenationalnetwork
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Call (855) 783-5386 or visit
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14. 10 Mobility | August 2017
COORDINATES
Most Challenging Housing Markets
The immense diversity of rental housing markets can present
unexpected complications for employers and assignees alike.
Here are tips for addressing the challenges posed by some
difficult markets.
Prepayment: In Lagos, Nigeria, landlords may request full pre-
payment of a multiyear lease, which can easily be the equivalent
of US$200,000. Upfront payments of annual or semiannual rent
are also common in markets such as Amman, Jordan; Doha, Qatar; Jakarta, Indonesia; and
Jiddah, Saudi Arabia. This can present cash-flow problems for assignees, so some organi-
zations either pay the landlord directly or provide interest-free loans to assignees, who
then repay on a monthly basis during the lease term.
Security: In Caracas, Venezuela, international assignees are often restricted to fortresslike
apartments with closed-circuit TV and dedicated elevators, as the risk of property and
personal crime is so high that independent houses are deemed unsafe. In many other
cities, such as Johannesburg; Rio de Janeiro; Luanda, Angola; and Mexico City, companies
typically have a long list of security requirements that may be as specific as apartments
being no lower than the second or third floor to discourage intruders, or the presence
of window bars, metal doors, and panic rooms. Communicating these before home
searches begin will save time and ensure any necessary upgrades are negotiated with
landlords before leases are signed.
Nonrent Costs: The full expenses borne by the tenant are not always specified in a list-
ing. São Paulo has high maintenance fees and a local rent tax that can top US$8,500 per
year for a typical US$3,000-per-month apartment. Markets such as Manila, Philippines;
Paris; and Hong Kong also tend to have high additional costs. Make certain you commu-
nicate what your rent limit includes in any given market, and incorporate these extra
costs into your program budgets.
Lease Arrangements: Many locations use hard currency such as the U.S. dollar for rent
listings, but local regulations require lease payments in local currency. In markets with
unstable economies and soft currencies, landlords may seek to protect the value of their
property with monthly currency conversions, large escalation clauses, or even offshore
payments in hard currency. Know the facts before entering into rental negotiations in
markets such as Almaty, Kazakhstan; Buenos Aires, Argentina; Jakarta; Lagos; and Moscow.
The above only scratches the surface of potential challenges. Understanding special condi-
tions in each market and setting assignee expectations upfront can go a long way toward
enhancing assignee satisfaction and managing your housing program costs effectively. M
Send your article ideas,
letters, and feedback to
mobility@WorldwideERC.org.
EMILY THOMAS, GMS
EXPATRIATE HOUSING
SPECIALIST, AIRINC

16. WorldCarePet.com Reece@WorldCarePet.com 203.662.0672
“. . . Oh my goodness - you are all the benchmark for Customer Service . . . (Our pet relocation
counselor) wasWONDERFUL! The whole process from start to finish was PAINLESS. We felt
(our PRC) and the team cared for our furry family members with exceptional service. I would
highly recommend WorldCare Pet to anyone!
” D.M. USA to Singapore
“Planning our move to Mahahual, Mexico was a bit challenging & moving three large Labrador
Retrievers was the biggest of all. Thanks to WorldCare that part of the move went smoothly . . .
I can't say enough about the people that we worked with . . .We were informed every step of the
way . . .We are so very grateful for moving our fur babies and looking after their needs as if they
were their own.
” N.S. USA to Mexico
What our customers say
Door-to-door pet transport trusted by families & Fortune 500 companies
REUNITING THE ONES YOU LOVE . . . anywhere in the world!
 Door-to-door transport
for pets anywhere in the world
 Highest customer satisfaction
knowledgeable and caring service
from start to finish
 A world-class pet mover
preferred provider to Fortune
500 firms
A World-Class Mover of Pets

17. WorldwideERC.org | Mobility 13
Around the
Worldwide ERC®
Just like transferees and assignees, the mobility industry is constantly moving,
changing, and growing. Around the Worldwide ERC®
is the place to learn
about new hires or promotions, corporate announcements, and news related
to domestic and global relocation.
PG 14 WORLDWIDE ERC®
FRONT PAGE
News from the association and the industry
PG 20 EXECUTIVE SPOTLIGHT
People on the move in the world of mobility
PG 26 COLLECTIVE WISDOM
Topics of conversation in our corporate and government HR-only forums
PG 28 YP40
Information and perspectives tailored to the needs of young mobility professionals

18. 14 Mobility | August 2017
Worldwide ERC® Front Page
AROUND THE WORLDWIDE ERC®
AIRESWINSNEWPRODUCTAWARD
Aires’ SpringBoard self-service lump-sum man-
agement tool has won the Gold Stevie American
Business Award in the New Product or Service of the
Year–Software–Cloud Application/Service cate-
gory. Winners in the 15th annual American Business
Awards were determined by the average scores of
more than 190 professionals worldwide in a two-
month judging process. Aires’ SpringBoard tool was
selected for its advanced functionality, ease of use,
and ability to fill gaps in current market offerings.
“When developing the tool, we worked to fully
understand the patterns, motives, and decisions of
our lump-sum transferees in order to improve their
experience,” says Aires Vice President of Operations
Joleen Lauffer, CRP, GMS.
One judge in the process highlighted several key
benefits of the tool, stating, “Identifying gaps in com-
petitive solutions is called value-based marketing,
which not enough companies appear to do with any
due diligence. Bravo for doing so. I also like that you
can track actual spend against budget and have tax
data available at the end of it all.”
Introduced in 2016, SpringBoard offers a number
of features and benefits, including dynamic services
selection with automatically generated service pro-
vider options; a personalized task list; an interactive
budgeting process to set service budgets and track
actual costs vs. budgeted amounts; taxability tips and
an automated year-end tax packet; availability for
U.S. domestic and international relocations; multiple
currencies for international moves; 24/7 access to an
Aires mobility specialist; and access to Aires’ global
network of partners.
All organizations operating in the U.S. are eligible to
submit nominations for the American Business Awards.
More than 3,600 nominations from organizations of all
sizes and in virtually every industry were submitted for
consideration in a wide range of categories.
The Aires executive team, from left: Joleen Lauffer, CRP, GMS; Eric Tate, CRP; Ed Hartman, CRP; Bryan Putt, CRP, GMS; and Jeffrey Wangler

19. The insight to understand.
The care to do it right.
When it comes to relocation, we know that every move, and every mobility
program, is unique. That’s why we ensure customized mobility solutions
that deliver the right fit, every time.
themigroup.com

20. 16 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
SYNERGY GLOBAL HOUSING OPENS OFFICE
IN HYDERABAD
Synergy Global Housing has opened a new Global
Solutions Centre in Hyderabad, India, the 10th
for Synergy. Other offices are in London, Dublin,
Singapore, and Seattle, and California offices are
in Los Angeles, San Diego, Orange County, San
Francisco, and San Ramon. The Hyderabad office
is the second Global Solutions Centre in Asia; the
Singapore Centre opened in 2014.
“Synergy’s global growth is always in alignment
with our customers’ needs,” says Debra Christopher,
Synergy’s president. “Having a local presence in India
provides Synergy with the ability to expand our global
coverage and proactively respond to the increase in the
demand for serviced accommodations in-country. The
new Global Solutions Centre location allows Synergy to
better serve its customers in the region.”
Becoming fully operational in India gives Synergy the
ability to file local tax invoices and to operate in Indian
rupees. These options allow customers to conduct
business on their terms rather than having to work with
a third party or adjust their own business practices.
Synergy will hire local Indian experts for property
inspections, regional guidance, and customer support.
Synergy began its staffing process with the hiring
of Akshay Yadav to serve as its global account
manager in Hyderabad. Yadav brings years of expe-
rience overseeing short-term housing in India for
the furnished housing divisions of several property
management companies.
“We are really excited to integrate with local policy
makers and become part of the business community,”
Christopher says. “Our new presence in India is an
investment in growing these partnerships in India,
and we are excited about what lies ahead.”
Synergy chose Hyderabad as the location for
its Indian office because of its central location and
thriving economy, fueled by rapid growth within
the pharmaceutical and biotechnology industries.
“India represents a true growth market for the global
economy,” says Peter Meyers, Synergy’s executive
vice president of global marketing. “In terms of a
thriving GNP, urbanization, a rising middle class,
and increasing consumer spending, India exhibits
very favorable indicators for long-term viability. As
a true economic hub within the Asia-Pacific region,
India also represents an important location for global
expansion of U.S. and multinational organizations.”
ARPIN UNITS RECOGNIZED BY FIDI,
TRIPPEL SURVEY
For the fourth year in a row, Arpin International
Group has earned the FIDI Commitment to
Excellence Gold Award for driving and promoting
industry knowledge among its employees. FIDI is the
largest global alliance of independent quality interna-
tional removal companies.
Arpin was selected for having its employees world-
wide complete industry training offered through
the FIDI Academy, obtaining their Foundations of
International Moving (FIM) diploma. Arpin requires
all employees involved in pricing or moving ship-
ments to be FIDI-certified. The FIDI Academy is
a leading provider of educational services for the
relocation industry.
Arpin International Group offices in China and
Germany obtained their first FIDI certification this
year. In addition, the U.K. office completed the
recertification process in February. The FIDI-FAIM
certification program requires that international mov-
ers have a periodic assessment of their intercontinen-
tal moving activities through an independent audit,
which is performed every three years.
Two Arpin Group companies have earned No. 1
supplier satisfaction rankings among the largest sup-
pliers of household goods shipment services, accord-
ing to two relocation managers’ surveys by indepen-
dent research firm Trippel Survey & Research.
Corporate relocation managers charged with
facilitating international corporate mobility
ranked Arpin International Group No. 1 in overall
carrier satisfaction with 8.89 on a 10-high scale, as
reported in the 13th annual “Relocation Managers’
Survey–International–Administration, Policy and
Performance.” U.S. domestic relocation program
administrators ranked Arpin Van Lines No. 1 in
“top block” service for carriers with the highest/
best evaluations. Arpin also secured the No. 1
position in the key performance metric “timeli-
ness of invoices sent to you” in the 15th annual
“Relocation Managers’ Survey on Household
Goods Shipment: Program Administration, Policy,
Pricing & Carrier Performance.”

21. trcglobalmobility.com
TRC Global Mobility employees have always been
dedicated to customer service but things are different
when you own the place.
As employee-owners, TRC professionals bring an
entrepreneurial spirit and unmatched flexibility to every
client relationship. TRC employee-owners are empowered
to make things happen, cut through red tape and ensure
your employees have the most successful relocation
experience possible.
Pride in ownership. Pride in going the extra mile.
Speak with any TRC employee and you’re
speaking with an owner of the company.
TRC Global Mobility: An Employee-Owned Company

22. 18 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
“We are honored to be ranked the No. 1 carrier
among corporate relocation managers in both our
domestic and international lines of business,” says
David Arpin, president and CEO of Arpin Group.
“As a family-owned company that has existed for
117 years, we have always placed the customer first
in all we do. Achieving this ranking is a signal to us
that we are headed in the right direction, but it is
not a time to rest. Keeping this leadership position
means we must work even harder to listen to our
customers, anticipate changes in the market, and
continue innovating.”
ALTAIR GLOBAL HOSTS FEED THE
HUNGER PACKATHON
Altair Global team members in Plano, Texas, packed 25,056 meals for children
in need.
In late April Altair Global participated in its fourth
annual Feed the Hunger company packathon.
Preceded by the annual Day of Recognition and Circle
of Excellence employee awards and company
breakfast, Altair Global team members in Plano,
Texas, packed 25,056 meals for children in need. In a
fast-paced team-building event, groups of
approximately 10 Altair team members measured,
packed, sealed, and boxed the meals. Of the meals,
15,552 went to Dallas-area children, and the rest were
used for schoolchildren in Haiti.
“We participate in Feed the Hunger annually
because it allows us a chance to come together and
help others in need—to make a real, impactful differ-
ence as a team,” says CEO Chad Sterling, CRP, GMS.
“One of our core cultural components is service—to
our clients and their employees, to each other, and to
our entire community. We look forward to participat-
ing again next year, and we thank Feed the Hunger
for their partnership.”
PLUS RELOCATION GETS TOP CLIENT
SATISFACTION SCORE
Plus Relocation has the most satisfied clients in the
global mobility industry, according to the results of
the 13th annual “International Relocation Managers’
Survey” from Trippel Survey & Research LLC. The
survey included feedback for the top 17 relocation
management companies from nearly 200 corporate
relocation managers.
Plus scored 9.17 out of 10 in overall satisfaction,
which was well ahead of the industry average of 8.32
and the highest mark ever recorded for this attribute.
Plus was also first in quality of service and people.
“These results speak to our vision of being the
world’s best relocation company and our mission
to deliver delight to everyone we touch,” Plus
Relocation CEO Susan Schneider, SCRP, GMS, says.
Plus scored above the industry average in all nine
of the survey’s attributes and finished in the top
four among all relocation management companies in
the following seven areas: overall satisfaction, first;
quality of service and people, first; integrity; country
coverage; local supplier management; value for price
paid; and technology. Plus also led the industry in net
satisfaction in Trippel’s 2016 “Nationwide Relocating
Employee Survey.”
“We’re proud to be rated so highly,” Schneider
says, “because it means the hard work from everyone
at Plus is having a positive impact on clients and
relocating employees.”
SUITEAMERICA NAMED SUPPLIER OF THE YEAR
Global relocation management company MoveCenter
recently announced its 2017 Relocation Supplier
Awards, naming SuiteAmerica as corporate housing
and destination services Supplier of the Year.
Recognizing companies in the top tier of their given
industry, MoveCenter uses an evaluation process that
assesses key attributes such as availability, respon-
siveness, and willingness to “go the extra mile.”
Among an extensive pool of suppliers, Suite­
America was commended as one of only 13 compa-
nies recognized this year across all industries.
“We are honored to receive this recognition from
MoveCenter and are delighted that our services are a
recognized value by MoveCenter and their clients,”
says Robin Masten, SuiteAmerica president. M

23. Future programming confirmed at press time - check back often as new dates and
sessions are frequently added!
www.WorldwideERC.org/Webinars
WORLDWIDE ERC
WEBINARS
EU General Data Privacy Regulation:
It’s Coming...Are You Ready?
FREE WEBINAR - 11:00 a.m. ET
Sponsored by:
How to Overcome Immigration
Becoming a Barrier to Moving Talent
FREE WEBINAR - 11:00 a.m. ET
Sponsored by:
Aligning Mobility Strategy to Support
Business and Talent Objectives
FREE WEBINAR - 9:00 a.m. ET
Sponsored by:
Talent Management:
What’s Changed for Relocation
Managers – the Five-Year Trends
FREE WEBINAR - 2:00 p.m. ET
Sponsored by:
Home Sales Outlook and
Relocation Trends
FREE WEBINAR - 11:00 a.m. ET
Sponsored by:
3
Oct
2
Future-proofing Global Mobility –
From a Practitioner’s Perspective
FREE WEBINAR - 11:00 a.m. ET
Sponsored by:
Generational Trends and Forecast in
Domestic Relocation
FREE WEBINAR - 2:00 p.m. ET
Sponsored by:
Adding Some EX-tra Oomph to Your
Mobility Program by Improving the
Employee Experience
FREE WEBINAR - 2:00 p.m. ET
Sponsored by:
The Changing Faces of Domestic
and Global Mobility Practices
FREE WEBINAR - 2:00 p.m. ET
Sponsored by:
Nov
7
9
Aug
1
Sept
14
10
Oct (continued)
26
19

24. 20 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
CARTUS NAMES MARLBOROUGH DIRECTOR,
STRATEGIC BUSINESS SOLUTIONS
Karen Marlborough has joined Cartus as
director, strategic business solutions, in the
Europe, Middle East, and Africa (EMEA) region.
Marlborough will focus on providing corporate
solutions to companies with relocation programs
in the U.K. and Europe.
Based in Cartus’ Richmond (London) office,
Marlborough reports to Nigel Passingham, vice
president, strategic business solutions, EMEA
and APAC. Passingham says of her appointment,
“We are delighted to welcome Karen to our sales
team in EMEA. With more than 20 years’ expe-
rience in business-to-business sales and client
management, Karen’s expertise will serve her
well in this new position.”
Most recently, Marlborough served as direc-
tor of sales for the world’s leading serviced
apartment booking agency. Prior to that, she
was director of sales for the leading interna-
tional provider of extended-stay experiences.
Additionally, Marlborough has a degree in
Japanese and business studies from Ulster
University, Northern Ireland.
In her previous roles, Marlborough has driven
successful business development strategies,
while growing each organization’s client base to
support growth and success.
DARYL FLOOD WELCOMES DON RUPE,
JUSTIN PAGE
Daryl Flood Inc. recently announced that Don
Rupe, CRP, has rejoined its team as senior direc-
tor of customer experience. In this role, Rupe
is responsible for all aspects of the customer
experience, post-sale, for the relocation division.
This encompasses the development and rollout
of service initiatives that reflect the vision and
service standards of the organization.
A 33-year veteran of the relocation indus-
try, Rupe is well-versed in all areas of relo-
cation, including domestic and international
household goods moving, employee relocation
services, global mobility management, com-
mercial workplace services, project manage-
ment, warehousing, and logistics.
“After being part of the Daryl Flood team
for over 12 years, we are excited to have Don
rejoin the company,” says J. Kelly O’Connor,
CRP, senior vice president. “Don brings a his-
tory of customer-centric service and excellence
that we are confident he will utilize to continue
the tradition of providing dependable service
to all of our clients and customers.”
In addition to his Worldwide ERC®
desig-
nation, Rupe holds designations as a Certified
Moving Consultant (CMC) by the American
Moving and Storage Association (AMSA) and
as a Certified Mobility Management Consultant
(CMMC). He serves on the board of directors of
Houston Relocation Professionals, a Worldwide
ERC®
–recognized regional relocation group.
Daryl Flood Inc. also welcomes Justin Page
to its corporate sales team as national director
of corporate sales. Page’s primary focus will be
expanding and growing the company’s corpo-
rate client base. His responsibilities and goals
will encompass promotion of the Daryl Flood
Relocation & Logistics and VERSA Relocation
brands and service offerings, including domestic
household goods and international relocation
services, and relocation management services.
“We are thrilled to have Justin as part of the
Daryl Flood sales team,” says Todd Messerle,
CRP, GMS, director of corporate sales. “Justin’s
positive attitude and willingness to serve others
is infectious. To have a sales team member with
the knowledge, experience, and success that
Justin has had in his career is a true blessing for
our organization.”
Page, a native of Atlanta, began his career in
the relocation industry in 2007, as consumer sales
director for Graebel Atlanta Movers Inc. From
there, he moved into the commercial sales director
role before being promoted to vice president of
Executive Spotlight
Justin Page
Karen Marlborough
Don Rupe

26. 22 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
business development at Graebel Companies Inc.
in 2013. He has experience working with Fortune
500 and 1000 companies to provide corporate,
commercial, international, and residential
moving services. He has served four years as the
executive vice president of member relations for
the Society for Human Resource Management
(SHRM)–Atlanta and is a three-time recipient of
the Presidential Leadership Award.
KIRSTEN ABNEY RECOGNIZED FOR
OUTSTANDING LEADERSHIP
Kirsten Abney, CRP, senior vice president of
Heritage Texas Properties, was recently rec-
ognized for her leadership and achievements
within the real estate and relocation industries.
She was a recipient of the President’s Service
Award, a top individual award given by Leading
Real Estate Companies of the World (LeadingRE).
The award was presented to Abney during the
LeadingRE Annual Conference, which was held in
March in Miami Beach.
This award is part of LeadingRE’s service
recognition program, which formally acknowl-
edges contributions such as committee involve-
ment, presentations at network conferences, and
service on various advisory councils and boards.
In addition to Abney’s award, she was also
recently appointed to the board of directors
for the Relocation Directors Council (RDC)
and will serve as the organization’s education
chair for the remainder of 2017.
“I am truly honored to be recognized in this
way,” says Abney. “Receiving the President’s
Service Award from LeadingRE and being called
upon to serve on the RDC board are not things
that you can just raise your hand and volunteer
to do. So, having received this type of recog-
nition by these two incredible organizations is
extremely humbling.”
Robin Mueck, chairman and CEO of
Heritage Texas Properties, says of Abney, “She
is a passionate leader whose knowledge and
boundless energy have definitely raised the
bar for our company. The relationships formed
and the experience gained continue to shape
our company and contribute greatly to those
organizations she voluntarily serves. We con-
sider ourselves fortunate to have her pulse, her
guidance, and her commitment to excellence.”
TRAVELERS HAVEN AND HOTEL ENGINE
APPOINT MARACLE VP
Travelers Haven and Hotel Engine have
announced Helen Maracle as vice president of
corporate development, a newly created role
in response to the companies’ rapid growth.
An industry veteran with more than 20 years
of expertise, particularly within the relocation
sector, Maracle has proven to be a valuable
resource for the industry and a respected men-
tor and colleague for the relocation commu-
nity, company representatives say.
Maracle will be an essential contributor to the
companies’ business development efforts. Her
primary focus will be to introduce the new hotel
booking platform to the mobility industry as
well as large corporations around the world.
“Helen’s wealth of knowledge and exten-
sive network make her a tremendous asset to
Travelers Haven and Hotel Engine,” says Jay
Triplett, vice president of sales. “Her determina-
tion, resourcefulness, and enthusiasm are traits
that fit well with our fast-paced, startup culture.”
Maracle was most recently a strategic partner
in the Western region for Graebel Van Lines
and Optim Workspace Solutions. She is a strong
contributor in Worldwide ERC®
–recognized
regional relocation groups and currently sits
on three Western region boards. Maracle has a
passion for being a resource in the industry to
all her colleagues; she thrives on meeting new
relocation professionals as well as bringing
colleagues together.
SCHERER-RAMSKILL, TAVERNA JOIN
FURNISHED QUARTERS
Furnished Quarters is expanding its sales
team to include a presence on the West Coast.
The company has announced the addition of
Amy Scherer-Ramskill as regional director of
business development. Based out of Southern
California, Scherer-Ramskill will represent
Furnished Quarters’ East Coast corporate
Kirsten Abney
Helen Maracle
Amy Scherer-Ramskill

27. Dr. Michael Young, Surgeon
mayflower.com/Mobility
Helping Your Transferees
Discover New Opportunities.
With ninety years in the moving industry, Mayflower provides your transferees with a
seamless moving experience, enabling them to quickly settle-in to their new assignments.
With a national network of 250 agents, Mayflower provides versatile moving solutions,
coast to coast. Mayflower®
. America’s trusted mover since 1927.
Mayflower Transit, LLC/ U.S.DOT No. 125563

28. 24 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
housing solutions to customers located in the
Western U.S.
“We look forward to supporting our West
Coast customers with an on-the-ground repre-
sentative,” says Craig Partin, CRP, GMS, chief
sales officer of Furnished Quarters.
“Amy will be the West Coast face of the com-
pany,” notes Steve Brown, CEO. “As many West
Coast companies expand into New York City
and other locales, the need to have an in-person
point of contact became apparent.”
Scherer-Ramskill has more than 25 years
of hospitality sales experience, with expertise
in convention and tourism, hotels, corporate
housing, relocation, real estate, and property
management. Previously at Synergy Global
Housing, she brings a strong understanding of
corporate housing and the intricacies involved
with managing a company’s global program.
Furnished Quarters has also added hotel sales
veteran Tracey Taverna to its Massachusetts sales
team. As corporate sales manager, she will be
responsible for new business development in the
corporate sector and expansion of the company’s
client base. Taverna possesses an extensive hotel
sales background and has relationships with
high-level meeting planners, corporate travel
managers, meeting incentive managers, third-
party brokers, and travel agencies.
“I’ve known Tracey for a number of years
and have always admired her ability to
develop strong relationships and trust with her
clients,” says Annette Clement, executive vice
president and general manager of Furnished
Quarters’ Massachusetts office. “We look for-
ward to welcoming her enthusiasm and sales
acumen to our local team.”
Taverna most recently served as area director
of sales and marketing for Best Western PLUS
Hotel Tria in Cambridge and Best Western at
Historic Concord in Concord, Massachusetts.
Prior to that, she was director of sales at the
Conference Center at Waltham Woods, where
she was named top salesperson for the region.
MICHAEL RAY JOINS PEARL LAW GROUP
Pearl Law Group announces that Michael Ray,
CRP, has joined the firm as vice president, global
business services, to elevate the firm’s strategic
consulting services and support the continued
expansion of its global immigration practice.
“We’re so honored to add Michael to our team,”
says Pearl’s managing partner, Sameer Khedekar.
“He has long been a force in the global mobility
field, and his expertise will help our clients scale in
the deployment of international talent.”
Ray has held executive roles in client service,
supply chain, and operations at major relocation
management and consulting companies, and he
directed client relations and business develop-
ment for a global immigration services com-
pany. He is also the recipient of the Meritorious
Service Award from Worldwide ERC®
.
“It’s not enough to process cases compe-
tently,” says CEO Julie Pearl. “Shifting legal
landscapes require careful alignment with
business objectives, company culture, and
geopolitical realities. Michael has helped
many companies proactively navigate these
complex issues.”
ARPIN GROUP PROMOTES KAREN BANNON
TO MARKETING MANAGER
Karen Bannon has been promoted to marketing
manager at Arpin Group. Bannon is responsible
for developing Arpin’s annual marketing plan
and corporate branding strategies in coordina-
tion with divisional stakeholders. She will also
manage the organization’s global marketing,
advertising, and promotional programs, and
will monitor industry trends to assess demand
for new products and services.
“During her tenure, Karen has been instru-
mental in the development of Arpin’s corporate
brand,” says Marco Uriati, chief operating and
legal officer. “Technology is rapidly changing
the way we market our company. Karen has
unique knowledge and skills which will help
us respond to changing customer needs and an
evolving industry.”
Bannon began her career at Arpin in 1993
and has held the positions of contract assistant,
senior marketing specialist, and communica-
tions project manager. In addition, she serves
as an associate board member of the Arpin
Charitable Fund Inc. M
Michael Ray
Tracey Taverna
Karen Bannon

29. 2017 continues to bring surprising and dramatic shifts,
influencing the way we work together to manage the world’s
global workforce. Now more than ever, we need the
Global Workforce Symposium: a remarkable think tank for
global talent mobility professionals!
The Symposium is where we gather to share information on
the dynamic characteristics of globalization in an uncertain
landscape. It’s where we bring experts together to educate
and guide our industry on how to navigate the challenges
and changes we are confronting.
And it’s where we collaborate on solutions, integrate our best
insight, and focus on the complexities and the opportunities.
Come for the strategy, the Marketplace, the speakers, the
conversations in and between the sessions...come to
Chicago, Illinois, USA this September to build the future of
workforce mobility!
Raise your company’s visibility in our
vibrant Marketplace!
Contact me to discuss sponsorship and exhibiting
opportunities to meet your specific needs and goals.
Christina Rojas, GMS-T
Manager, Americas Engagement
crojas@worldwideerc.org, or +1 703 842 3402
Global Workforce
Symposium
27-29 SEPTEMBER 2017
HYATT REGENCY HOTEL CHICAGO
WORLDWIDE ERC®
www.WorldwideERC.org/GWS17
Complimentary Registration for first-time
Corporate HR attendees!

30. 26 Mobility | August 2017
AROUND THE WORLDWIDE ERC®
Collective Wisdom
Read the answers to these questions and
add your comments today on our Peer2Peer
Forums! There, corporate and government
Worldwide ERC®
members can pose questions
and draw on the expertise of colleagues around
the world. Visit www.WorldwideERC.org/
Pages/eDiscussions.aspx to start gaining
wisdom today!
EQUITY ADVANCE FOR NEW HIRES, RCA PROGRAM
I have some benchmarking questions please:
1. Do you provide experienced new hires with an equity advance?
If so, what are your parameters around it? For example: When, is it
only for high-cost areas, for any area, etc.
2. If you have a relocation cost adjustment (RCA) program, do you
have a threshold for a location to be eligible? Our locations must be
10 percent higher than the national average.
3.What is the total RCA benefit you provide, and for how long? We
currently pay 308 percent of the differential spread out over five years.
4. Do you provide an RCA incentive to rent? For someone going
homeowner to renter in a high-cost area, we also include a rent
incentive equal to 14 times the new weekly salary.
Thank you.
INDIA DOMESTIC AND INBOUND RELOCATION
We have a formal relocation program in our JAPAC region, covering 18 countries, with the highest
volume in India—overall, roughly 3,500 domestic and 500 international authorizations per year. I’m
interested to know what others are offering for relocation inbound to and within India. We define
relocations as one-way permanent moves (new hires or transfers) who go on destination country pay
and benefits. The program excludes international assignments.
1. What do you offer for international relocation inbound to India?
2. What do you offer for domestic India relocation?
3. Is a miscellaneous allowance included? If yes, what amount? And does every relocatee receive one?
4. Does your company offer a lump sum only within India (domestic)? If yes, how is the amount
determined? Is there any “noise” (i.e., people asking for more, complaining, queries about how to
arrange logistics, etc.)? If no lump sum is offered, why not?
PER DIEM WHILE IN TRANSIT
From time to time I am asked if an
associate may submit per diem for
meals for the actual dates of travel from
origin to destination for themselves and/
or family members. My associates are
renters; we have no homesale program. I
am not referring to taxable or nontaxable
expenses. Is there a rule that an
associate can or cannot submit for per
diem for themselves and/or members
of the household while traveling from
one point to another, or would this be a
company decision?