Tuesday, February 26, 2013

Funeral service is about relationships, not products

Rich Darby, Trigard Chief Operating Officer

Recently I have been able to sit in on numerous arrangements conferences. The one thing that I continue to take away from each and every conference is that people still have deep feelings for their loved ones. Somewhere down the line those of us in funeral service have lost that connection. We have drawn wrong conclusions, and we have looked at our customers too defensively.
Today's consumer might not value funeral service like they used to, but they still want to be informed and given all the options. They need to have the ability to make their own decision and not be rushed or pushed.

If we in funeral service change our attitudes and look at each family as a new opportunity and take the time to explain all of the options available today, love will kick in. People want what is best for their loved one on their terms. It may not be the huge win you have had in the past, but it is still a win!

Funeral service is about relationships, not products. Be a strong communicator and friend to those you serve. Look at your job as "providing service." Gain value in your customers' eyes. When you go that extra mile and be a team player (not a "ME" player,) the profits will come naturally.

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