Excellent Customer Service
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.
/RSS FeedRadical Hospitality Made Simple
Radical Hospitality is not hard but it is intentional. Alan shares an epiphany that makes Radical Hospitality so powerful
/RSS FeedBack To The Future: Slumber Beds
Many of today’s innovations are really reintroductions of practices abandoned decades ago like funeral jewelry and photographs. Danny and Alan discuss a great alternative to rental caskets…the slumber bed.
/RSS FeedThe Healing Obituary
Click here to go to The Healing Obituary Website
Perfunctory, institutional, industrial. These are words I use to describe the conventional obituary. Everyone I talk with (funeral director and customer alike) seem to agree that obituaries need something akin to life breathed into them. Sad commentary on something everyone connected directly or indirectly to the deceased reads. How is it that we let such a powerful differentiator and relationship builder languish unused?
One thing we learned from the Foundation’s research “Breaking the Consumer Code” is that everyone wants to know their life mattered. Yet, obituaries continue to be a sanitized and homogenized timeline of a person’s life – without personality and unexceptional.
I believe the obituary is the single most powerful tool we have to simultaneously impact two pivotal needs. The first and, possibly, the most important is to develop and cement relationships. A lot has changed in the past 30 years but one thing that has not changed is the fact that this is a business built on relationships. Obituary writing is a mechanism for developing relationships and friendships. At the same time it is a doorway to creating meaningful funerals.
Secondly, meaningful obituaries differentiate you from the competition simply because your competitor is likely to stay with the mundane.
It turns out it isn’t so hard to create a powerful obituary for the family and your firm. You just have to have a system. The healing obituary is just such a system. In this podcast I interview founders Kitty Sheehan and Mark Cuddy.
Click here to learn more about The Healing Obituary.
What? So What? Now What?
Danny and Alan discuss a simple and easy format for conducting an arrangement conference that is guaranteed to engage families.
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