Note: This article is part of a thought leadership series by members of the Relocation Directors Council (RDC).
Disclaimer: The views and opinions expressed in this article are solely those of the author and do not necessarily reflect the official policy or position of WERC.
Relocation can feel like a journey into the unknown—full of excitement, yes, but also full of uncertainty. But with the right support system, there’s truly no place like home.
When You Just Need Milk
You’ve just arrived in a foreign country, you’re tired from long hours of travel, you’re hungry, and you have no idea how to get the makings of a meal because you don’t speak the language and can’t read any signage. Which means you can’t find the grocery store, and even if you could, it wouldn’t be the easiest shopping experience. And what if you’ve arrived too early in the day for your temporary lodging to be available? And imagine this is your first day at the location of your new job. Not a very auspicious initial experience or smooth start for a key new hire or transferee who’s expected to crush their new role, and as soon as possible.
“I just wanted milk.” That’s what Jim Carroll, a senior executive with Smurfit Westrock, some years ago on assignment in Germany, remembered most from his first week abroad—not the boardroom, but the baffling grocery aisles. A seemingly simple task became a frustrating ordeal. This moment perfectly captures why destination services are vital. They help make the unfamiliar feel familiar—quicker, easier, and with far less stress.
In today’s competitive talent landscape, companies are going the extra mile to ensure employees don’t just accept a relocation—they thrive in it. Destination services, and those that provide these services, known as DSPs, play an increasingly strategic role in the success of workforce mobility. And with more real estate relocation departments stepping up to offer these services, the line between traditional DSPs and integrated real estate partners is beginning to blur. That said, the goal remains the same: to create a seamless transition for employees and their families.
Cost containment is more important than ever these days. Back in 2016, Altair Global and RIS Consulting partnered to conduct the valuable “Momentum Productivity Study” that deconstructed the elements of a relocation and their impact on job performance. The revelation was that 48% of relocated employees don’t resume normal pre-move productivity for two to three months after their relocation, and an additional 33% take four to six months. The elements of the move were categorized as “relocation-related,” “work-related,” and “personal/family-related” and associated with specific quantities of time contributed to the transferee’s delay in productivity.
The study findings revealed the need for customizable assistance for the activities related to relocation that have the highest impact on productivity, many of these socio-environmental, that can be addressed in the pre-relocation and initial-relocation phases through destination services. Destination services that are low in cost, as compared to other relocation-related costs, were shown to have great potential for substantial productivity gains.
The Magic of Starting Strong
Companies that routinely and increasingly invest in these services to attract and retain top talent see the impact. Today, more than ever, employers recognize the importance of the employee experience and the contribution that destination services can make.
It’s common sense to think that a happy employee is more productive, and there is plenty of scientific evidence to support that.
Recent studies by Forbes, MIT, and the University of Oxford confirm that happiness can be a driving force in someone’s decision to accept, remain at, or leave a job. And happy employees are up to 20% more productive than their unhappy counterparts. Personal and family stress during a relocation impacts happiness, which impacts productivity, which in turn impacts well-being, happiness, and self-esteem in a constantly revolving circle.
Relocation can make people feel unhappy, a phenomenon sometimes called “relocation depression” or “relocation stress syndrome.” The major life change of moving disrupts routines, relationships, and social support systems, leading to disordered adjustment. It can also create fear and anxiety. David J. Schwartz’s quintessential self-help book “The Magic of Thinking Big” introduces the concept that action cures fear. Taking action promptly and proactively helps to overcome the hesitation and indecision that fear thrives on. For a transferee and their family members who might be afraid to take those first steps on their relocation road, destination services can provide that initial comforting boost of information and resources, coupled with a human connection that can propel them on the road to not only productivity but happiness, too.
Relocating for a new job can feel a lot like jumping from a great height—without the right support, the landing can be jarring, much like the strain on joints without proper biomechanics. In the same way that athletes rely on alignment, balance, and cushioning to land safely and avoid injury, employees need structured support to absorb the impact of uprooting their lives. Destination services act like shock absorbers—providing orientation, housing assistance, and community integration that soften the blow and prevent the stress fractures that come from going it alone or not addressing fears and concerns. It’s the difference between crashing down like Dorothy’s house in “The Wizard of Oz” and landing like Elphaba in “Wicked”—not with a thud, but with grace and purpose, ready to defy gravity in a new place.
Front-loading the preparation and destination services during a relocation can go a long way to ensure employee satisfaction and optimize the initial employee experience in their new destination.
Melting the Mystery Behind Destination Services
Fortunately, there’s a key tool in the relocation toolbelt that can facilitate soft landings, a relocation airbag if you will, to cushion the blow that comes with being dropped like Dorothy’s house into a new environment, climate, and culture. This assistance comes in the form of services using technology combined with a real human connection.
Destination services are professional support offerings that help employees settle into a new location after a move. These services often include:
Pre-Decision and Pre-Move Counseling Services
Information up front helps manage expectations, alleviates fear, and can eliminate surprises and potential pain points upon arrival. Pam Metzger with WK Real Estate’s relocation department in the North Denver Metro area sees firsthand every year how the combination of virtual destination services up front, combined with in-person assistance on location, helps one client organization realize increased job offer acceptance rates and faster settling-in of their new employees.
In her experience with this particular client, she’s seen the importance of sharing information up front to help the transferee begin to visualize their new environment. In addition to alleviating fear and surprises, it helps them feel more prepared, builds excitement for the move, and boosts their motivation to get things done. Visualizing different scenarios helps them make better decisions about their move, such as choosing the right neighborhood or school, or finding the perfect home.
Area Orientation and Neighborhood Tours
Area orientation and neighborhood tours are like stepping onto your own yellow brick road, guiding you through the twists and turns of a new city with clarity and confidence. These tours reveal the lay of the land, from the best coffee shops and school districts to hidden parks and commuter shortcuts.
With a local expert as your guide—offering insight, reassurance, and a little magic—you begin to see not just where you are but where you belong. Whether you’re exploring walkable downtowns or quiet cul-de-sacs, area orientation helps you look beyond the glittering Emerald City skyline and understand what life is really like behind the curtain.
Temporary Housing or Other Rental Assistance
Pre-move house hunting trips are ideal, but DSPs use live video touring to help transferees visualize things like the overall space, proportion of rooms, views, location, amenities, noise, light, furnishings, and fixtures.
The first few days and weeks are critical for any transferee to settle in. A local expert can ensure immediate needs are met in comfortable, safe lodgings, convenient to the work location and close to necessary local amenities.
Logistics of Residency
Running around town to take care of things like obtaining a Social Security number, driver’s license, banking, or vehicle acquisition can feel like navigating a poppy field: overwhelming, disorienting, and easy to get stuck in without guidance. Especially if language is going to be an issue, assistance with these tasks can help accomplish them more efficiently with less stress. It allows the transferee to check them off the list and focus on the responsibilities of the new position, while also easing the burden on family members.
Even better, destination services provide a kind of “Glinda for the day”—a helpful, friendly presence who offers both practical support and a sense of connection, turning a day full of errands into an opportunity to explore and feel more at home in their new community.
Assistance With Utilities Setup and Other Local Registrations
This can save employees from the tedious, time-consuming maze of red tape that often accompanies these tasks. With the right support—direct contacts, clear instructions, and a checklist of required documents—what could feel like a bureaucratic cyclone becomes a far more manageable process. After all, no one wants to spend an hour at the DMV only to be told they’re missing a critical form, like being sent back to fetch the ruby slippers before continuing down the road. A small investment in guided help yields a huge return in time, energy, and peace of mind.
Cultural Integration, Lifestyle Adjustments, Community Connections
There are all essential parts of a successful relocation. While guides, websites, and online courses offer plenty of information, in this realm of destination services, there’s truly no substitute for human connection. A local professional who lives in the area and is genuinely rooted in the community can offer support with the kind of compassion and empathy that no search engine can replicate. It’s like having your own personal magic fairy—not to wave a wand, but to walk beside you as you find your footing in a new world that might, at first, feel as unfamiliar as Oz.
Family Support—Schools, Doctors, Other Lifestyle Amenities
Much like the “happy wife (spouse/partner), happy life” concept—or in some cases, “you’re only as happy as your unhappiest child”—the well-being of a transferee’s family plays a critical role in the overall success of a relocation. Support for the trailing spouse or partner, children, or other dependents can significantly ease the pressure the transferee may feel as the one responsible for leading the family into unfamiliar territory. With concerns like school enrollment and health care access topping the list, even the bravest travelers may feel like they’re not in Kansas anymore.
Helping families navigate school options and understand application timelines is essential groundwork that DSPs can handle with care. Advance visits are the ideal time for transferees to tour schools and daycare centers, gaining firsthand insight before making important decisions. With waiting lists, competitive admissions, and unique enrollment processes, especially at private or specialty schools, early support ensures the family can get settled without chasing a flying house full of paperwork.
Establishing access to doctors, therapists, and other critical services really can feel like following a winding yellow brick road, especially when many providers have long wait lists or limited availability. Having help to secure these connections in advance can take a major weight off the transferee’s shoulders. Whether it’s finding a trusted pediatrician, a welcoming congregation, or the right after-school program, destination services help families arrive feeling prepared, not like they’ve been dropped into Munchkinland without a map.
Translating Destination Services to Real Business Value
From neighborhood tours to utility setup and cultural integration, destination services are the behind-the-scenes guides that turn unfamiliar places into something that feels like home. These offerings may seem simple on the surface, but they play a vital role in smoothing the transition, reducing stress, and setting relocating employees up for success.
In Part 2, we’ll explore how these services translate into real business value—through increased retention, faster ramp-up times, and stronger team dynamics—and we’ll look at what to consider when selecting the right destination services partner.