Winner of the 2017 Relocate award for Best International Removals Provider was Gerson Relocation. The judges praised the company for exceptional customer service and “putting people before processes”.
As new, and sometimes remote, relocation destinations emerge, the challenges of managing international removals are becoming greater, so the introduction for the 2015/16 awards of a category celebrating the achievements of companies in this field was timely. The award was well supported again in 2017.
The judges were seeking evidence of outstanding service to corporate clients and their relocatees. Founded in 1961 and now with 80 employees,
Gerson Relocation provides the full range of international and domestic relocation and moving services to the corporate market.
Membership of the AGM Group, explains group sales and marketing director Mark Rising, gives Gerson access to skilled professionals working for the group’s other two brands, including specialist packers from the VIP teams at residential removals provider Abels Moving and fine-art packing, shipping and storage specialists from Momentous.
Describing Gerson Relocation as “a clear winner”, the awards judges called it “an example of a firm that puts people before process”, and said that its commitment to a people-centred approach shone through in its entry. They also highlighted the glowing client testimonials that accompanied Gerson’s submission.
“Being inspirational in this marketplace takes a lot of hard work. Everyone – from removal operatives to the chairman – needs to focus on exceptional customer service,” says Gerson’s sales director, Andy Elson.
“We do this by putting people at the heart of everything we do. We have embraced new technology, but what our customers most value is the experienced human interaction that keeps our systems relevant and agile to meet their evolving needs.”
Staff development programme
The judges highlighted Gerson’s in-house training programme, which, Andy Elson explains, sees employees of the future brought into the business and mentored by experienced peers.
An internal rotation programme enables staff to work across AGM Group’s three brands; as well as building experience and developing skills, this increases engagement and retention. Gerson also provides training for clients and their new staff as part of mobility’s induction to the removals industry.
The judges said, “Using work rotation and mentoring programmes to train and develop its staff, promoting employee diversity, and employing foreign-language-speaking professionals to aid client communication are just some of the many examples of the efforts made by this company to improve service provision and provide a highly responsive approach to client needs.”
Also noted by the judges was Gerson’s use of a diverse range of experienced packers as required to reflect cultural sensitivities.
Responding to change
Empowering its employees also helps Gerson to provide awardwinning service. “We encourage our staff to make decisions,” says Wendy Smith, AGM Group’s international director, “as their experience means they know the answers and are empowered to act.
“When HMRC announced changes to the customs clearance process for those entering the UK, with the phasing out of the C3 customs form and the introduction of a new online Transfer of Residence (ToR) process, we were ready, with our team trained, our clients and global supply chain briefed, and our technology and communication tools updated.”
Of the Relocate Awards win, chairman Paul Evans says, “We are delighted that the hard work put in by all the Gerson team has been recognised. This award truly reinforces the quality of our staff and the services we provide.”
Following this year's innovation-themed gala dinner, the Relocate team is already hard at work to ensure we build on the success of the Relocate Awards 2017 and make next year’s even bigger and better.
Watch the video highlights of the Gala Dinner and Awards presentation here
© 2017. This article first appeared in the Summer 2017 edition of Relocate magazine, published by Profile Locations, Spray Hill, Hastings Road, Lamberhurst, Kent TN3 8JB. All rights reserved. This publication (or any part thereof) may not be reproduced in any form without the prior written permission of Profile Locations. Profile Locations accepts no liability for the accuracy of the contents or any opinions expressed herein.
