Hey You…Yes You!

I am out of my comfort zone.  It’s ok.  But it’s like learning to write your name with your left hand if you are right handed.  Try it.  It’s hard.  you have to think about it. Hopefully, by now, dear reader you have figured out my true passion.  I believe in funeral service and I… [Read More...]

Reinvention: Islands of Excellence In A Sea of Mediocrity

“one cannot manage change.  One can only be ahead of it.”  Peter Drucker The Cornerstone Assumption of the funeral side of DeathCare is that being nice is the same as being effective.  Our “worldview” of being nice people is that we must never, ever make waves or create awkwardness.  We run pell-mell from any form… [Read More...]

Is A Scarcity Mentality Keeping You From Being A Good Leader?

A Scarcity Mentality is the zero-sum paradigm of life. People with a Scarcity Mentality have a very difficult time sharing recognition and credit, power or profit – even with those who help in the production. They also have a a very hard time being genuinely happy for the success of other people. Yet it is… [Read More...]

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 people who are very nice but work towards their own ends independently. If the firm has clear standards and… [Read More...]

Boomer 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 among business leaders is that of the “Lone Warrior – Hero.” I have found this to be true… [Read More...]

PTSD: 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 guests. But to those of us who support the practitioner, let’s think about the critical role WE should and can… [Read More...]

Best 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.  

It’s All In The Attitude

My friend, Howard Beckham, responded to last week’s video on customer service at Starbucks with the following comment. I feel if all of us would adopt his attitude we would see much happier customers.  Thank you Howard. “Many years ago as an 18 year old working at J.C. Penney Co. I began to understand the… [Read More...]

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?

Do 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 pressure rises, palms sweat and we may even lose sleep. For those of you who supervise or manage others here is… [Read More...]

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