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Are You A Change Champion?
There are, in fact, many firms today that remain in denial that our profession has changed dramatically and will continue to change into the foreseeable future. We cannot help them. I have lost count...
View ArticleLincoln’s Thanksgiving Proclamation
I always think it is fitting to celebrate Thanksgiving by reading Lincoln’s original Thanksgiving Proclamation with my family. We do well to remember these words today. Here it is in its entirety: By...
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How To Stop Customers From Fixating On Price
Equalize Price Points to Crystallize Personal Relevance. This is the first recession to show a measurable impact on DeathCare. Most surprising have been the many reports from rural and “rustbelt”...
View ArticleEmpathy / Sympathy A Very Important Difference
Unlike most other professions funeral practitioners must operate within an often sensitive emotional environment. Let’s call it emotionally charged. We know too well that sympathy can often backfire...
View ArticleMERRY CHRISTMAS
As we celebrate the birth of our Lord and Savior Jesus Christ I hope this video brings you a little joy.
View ArticleSigns Your Preneed Program is Underperforming
With almost 30 year’s experience I think I can safely say I know something about Preneed selling and marketing. Sadly, it has been my experience that most independent funeral homes practice a form of...
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What do you think the pre-need business will look like in 10 years?
In response to last week’s Commentary my friend Graham Cook shared the following comments. Fair warning! I am often asked to comment on the future of the pre-need business, and my response is simply:...
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What Is Workplace Harrassment??
Bill McQueen gives us some critically important pointers. Part 1 of 2 Over my career I have led three companies that faced harassment charges made by employees. Because I had policies and procedures in...
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Strategies For Reducing Risk of Harrassment
Bill McQueen comments on something we all need to know more about. Part 2 of 2 Last week I mentioned that I had successfully defended 3 harassment suits over my career. I credit that success to...
View Article10 Barriers To Succession Planning In the Funeral Business — Part 1 of 3
Speaker and family business expert John Davis made this comment as he addressed the St. Thomas Center For Family Enterprise: “When I introduce the concept of making the B.O.S.S. successful all heads...
View Article10 Barriers to Succession Planning Part 3 of 3
This week we finish our discussion of barriers to succession with: 4. Serving more than one master. Change is hard enough. But there is an old biblical reference that is always true: “You cannot serve...
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Pennsylvania Deprives Consumers of 21st Century Services
The Regressive Elements in Pennsylvania have apparently won a victory…or have they? Last week’s Circuit Court Reversal regarding the Pennsylvania Funeral Licensing Law probably caused some champagne...
View ArticleWanna Know What Your Brand Stands For? Write Its Obituary.
Nothing brings greater clarity than an impending death. You have spent a career writing obituaries for others. Now it turns out that if you AND your staff take the time to write your firm’s obituary it...
View ArticleThe Unspoken Affliction: FD’s and PTSD
A while ago I wrote on the subject of funeral directors and Post Traumatic Stress Disorder in the belief that there was a lot out there. This is a sensitive subject that will benefit greatly from...
View ArticleDo You Hate Confrontation?
Most of us do, especially those in the helping professions. Yet, we all know that our jobs require that we occasionally interact with others in challenging ways. When we engage this way our blood...
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Customer Service: What Does It Look Like
Here is a great video that you should watch with your staff and talk about. QUESTION: How do you mentally prepare yourself to wholeheartedly serve people each day?
View ArticleBest Veterans Ad Ever
I found this ad on youtube. Produced by Boeing it is, in my mind, the best tribute to veterans I have seen. To all you veterans out there: Thank you.
View ArticlePTSD: Who Helps The Caregiver?
Many Funeral Directors consider themselves caregivers. This article causes me to see a two way street. As you read it think about the critical role you can and should play with your customers AND their...
View ArticleBoomer Owners: 6 Signs That It’s Time To Talk
The saying goes, “It’s lonely at the top.” Who do you talk to when you’re the boss? Edgar Schein, Professor Emeritus at the Sloan School of Management at MIT, observed that the most common self – image...
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Are You Really A Team…Or Just A Workgroup
Most people speak of those they work with as a team. But, in my experience, people rarely understand what a team really is. In funeral service what typically represents a team is really a group of...
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