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...]

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 corks to fly in Harrisburg. But this “victory” begets the question: “What Have We Done To Ourselves?” Funeral Service’ legacy of “circling the wagons and shooting inward” is about… [Read More...]

10 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 two masters.” The business needs to stand on its own and only insiders should have influence. Too often non participating… [Read More...]

10 Barriers to Succession Planning Part 2 of 3

Last week we began a discussion of the ten things that are the most frequent barriers to real succession planning. Failure to plan this important event is an invitation to disappointment frustration and alienation among family and staff. This week continues that discussion with #7. 7. Entitlement Often referred to as the “lucky sperm club”… [Read More...]

10 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 turn towards the father. I announce to the father he has just been demoted, and that the real boss around here is four… [Read More...]

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