Lincoln’s Thanksgiving Proclamation

I think it is fitting to celebrate Thanksgiving by reading Lincoln’s original Thanksgiving Proclamation with my family.  Here it is in its entirety: By the President of the United States of America A Proclamation 1863 The year that is drawing towards its close, has been filled with the blessings of fruitful fields and healthful skies. To… [Read More…]

“We’re Just Going to Have a Party (Later On)”

How many families have walked through your doors in recent years requesting not a funeral, but a “celebration” or a “party?” Quite a few, if the conversations I regularly have with my friends in funeral service are any indication. While it is tempting to think your job is to create a celebration or a party… [Read More…]

I Am Tired of Talking About Change…Aren’t You?

We need to quit talking about change and figure out HOW we need to change if we are going to be sustainably viable. Don’t you think it’s time we learned HOW we need to change? Announcing the 21st Century Summit WE need to learn how to ask tough questions: How much am I worth and… [Read More…]

How Funeral Directors Confuse Being Nice With Being Kind

When it comes to customers funeral directors are often the nicest people. But being nice and being kind are two different things. It takes courage to be kind. There is risk to it. You don’t really have to be more than just agreeable to be nice. Smile, never say anything bad about anybody and NEVER,… [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…]

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…]

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?

The 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 transparent vulnerable open discussion. But who wants to be first? Finally, a young man has stepped up. He has… [Read More…]

Wanna 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 will reveal some interesting insights that will help you establish your brand better…or…learn you don’t have a brand after… [Read More…]

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