Interview with Catherine Burrus,
Founder and Honorary President of Welcome Service
To celebrate Welcome Service’s 35th anniversary, we wanted to look back at the company’s beginnings and the values that still drive it today through the words of its founder, Catherine Burrus. A woman of conviction, teamwork… and intuition.
You founded Welcome Service 35 years ago, do you remember the turning point that gave birth to the company?
Yes, very well. I was 34 years old, mother of three children (Laetitia, 11, Stéphane, 9, Guillaume, 4). I was fulfilled, but I aspired to build something of my own.
In 1989, I discovered the concept of relocation in a women’s magazine. I immediately felt a spark and decided to go for it.
The name Welcome Service came to me.
I researched the subject, learned computer skills, created a database, and an offer… And after six months, I started calling companies—sometimes up to 40 calls a day! That’s how it all began. It was the end of 1990.
My first client, namely IMEDE (IMD) back in the days, was followed by others. In 1991, I registered the company under the name Welcome Service Catherine Bédat. Two years later, in 1992, I hired my first consultant.
How would you describe the needs Welcome Service addressed at the time? And how was it innovative?
Originally, it was about supporting expatriate employees, often with their families, in all aspects of their resettlement: orientation, housing, education, and integration. It was a comprehensive, tailor-made, and very human service. We did everything from A to Z.
This service was virtually unknown at the time, and companies were immediately receptive, understanding that it was in their best interest to have motivated employees and their families.
We had to be daring, structured, and convincing.
What were the first major challenges we had to overcome?
Landing our first client, of course. And delivering: offering impeccable service, worthy of the expectations of the companies that commissioned us. Then, learning to grow, to delegate, to trust. In 1995, we signed our first group move with UEFA, which was moving its offices to Nyon.
I remember there were four of us, and it was a real challenge that we successfully completed, and therefore a turning point. The mandates multiplied, and the team grew. And in 2002, we landed our first global company, Cartus, which entrusted us with group arrivals that we had to successfully complete without neglecting our other clients.
What are your strongest memories of those early years?
I remember meetings with business leaders to whom I enjoyed sharing my passion for this profession and whom I wanted to convince to hire us.
I remember colleagues, couples, or families who were worried and stressed upon their arrival, but so sad to leave Switzerland when they left. Helping them was rewarding.
I remember working extremely hard, but I was passionate.
What values guided the creation and development of Welcome Service?
Passion, high standards, hard work, the desire to do well… and humanity. Always.
The humanity in our team, and the humanity we welcome. We have no room for error: our duty, our commitment, is the result. These are also the values that allowed me to maintain a balanced relationship with my daughter Laetitia when she joined the company. We knew how to distinguish between the professional and the personal.
In your opinion, what has enabled Welcome Service to last and stay relevant for other three decades
Our strict respect of our corporate clients’ instructions has always been a cornerstone of our approach. Our determination, our independence, our ability to adapt, all without ever compromising our quality of service and our values. The quality and commitment of our team. Three of our employees have over 30 years of experience today! We’ve strengthened this team spirit since the beginning with seminars, events, and more.
It’s a truly successful mix of backgrounds. We’ve grown gradually without seeking growth at all costs, but always with the pursuit of excellence as our sole objective.
How did you experience the transition to the next generation?
When Laetitia joined Welcome Service in 2004, she started from the very beginning. It wasn’t easy for her, coming as the boss’s daughter. But she learned the trade quickly, became increasingly committed, and in 2010 took over with strength and energy.
Since then, I was rarely present but remained available. Guillaume arrived at the end of 2014. He came from a finance background, but wanted a more human and concrete project and wanted to join the family adventure. He initially managed communications, prospecting, the redesign of the website… and chose to stay.
The understanding between Laetitia and Guillaume from the start was perfect and their complementarity ideal. In 2017, Laetitia opened Lausanne. I then decided to hand over the company to them; I knew they were ready. It took two years for the handover to be complete. Welcome Service was my fourth child, and I was proud and happy to entrust its future to them.
How do you see the team and projects today?
With a mix of enthusiasm, admiration, and confidence that Welcome Service will keep growing. I feel immense pride seeing how a company that started from a blank page has become solid, human, and cohesive.
I was truly moved when Laetitia and Guillaume surprised me in Porto for the 35th anniversary by naming me Honorary President.
Any advice or message for those who make welcome service thrive today?
I truly believe people are a company’s greatest asset. A professor I admired at IMD once said: « People are a company’s primary value. Only companies that recognize the irreplaceable value of their employees succeed in the long term. And only leaders who understand that deserve their legitimacy. »
I couldn’t agree more. It’s the team that makes everything possible.
And if you had to sum up Welcome Service in one sentence?
An entrepreneurial, human and family adventure driven by passionate and committed individuals.
That, to me, is the story of Welcome Service.
Many thanks to Catherine Burrus for her words, her passion, and the vision that continues to shape Welcome Service today.