Excellent Customer Service

  • What Is The “Heart” of Funeral Service

    One of your licensees comes to you and asks: “What is the one thing you want me to accomplish with every family I serve?” What would you say? Alan and Danny discuss this idea in light of interviews with many funeral home owners.

    Staff
    Staff
    What Is The "Heart" of Funeral Service
    Loading
    /
  • Staff
    Staff
    What Is The "Heart" of Funeral Service
    Loading
    /
  • What Have We Lost?

    Continuing their previous conversation about Why we do what we do, Alan and Danny discuss what essential trait funeral service has lost in the last 15 years and how we can get it back.

    Staff
    Staff
    What Have We Lost?
    Loading
    /
  • Staff
    Staff
    What Have We Lost?



    Loading





    /

  • The “Why” of What We Do

    Simon Sinek in his profound TED Talk made the statement that “People don’t buy what you do, they buy WHY you do it.” Danny and Alan discuss “Why Funeral Directors Do What They Do” in this brief episode.

    Staff
    Staff
    The "Why" of What We Do
    Loading
    /
  • Staff
    Staff
    The "Why" of What We Do



    Loading





    /

  • When Tasks Defeat Purpose

    Observe the daily activities and personal interactions of funeral directors and you will quickly realize that their focus and personal interactions are governed by a deep task orientation. In fact, the profession has made the mistake of conflating tasks with purpose. Yet it is purpose combined with intentionality that most readily differentiates your firm from others. Danny and Alan discuss this phenomenon and share examples of how to refocus toward purpose to break out of being average.

    Customers
    Customers
    When Tasks Defeat Purpose
    Loading
    /
  • Customers
    Customers
    When Tasks Defeat Purpose



    Loading





    /

  • Are You Chasing People Away?

    With more than a hundred funeral home audits under our belts we have discovered a surprising and discouraging norm. Funeral directors tend to be task oriented. As such, when they are interrupted they often make strangers feel unwelcome. They don’t want to be this way, of course, but that is the end result.

    Customers
    Customers
    Are You Chasing People Away?
    Loading
    /
  • Customers
    Customers
    Are You Chasing People Away?



    Loading





    /

Staff
Staff
What Is The "Heart" of Funeral Service
Loading
/