Sometimes the course of our lives depends on what we do...or what we don't do. Will my kids be able to enjoy the same rewards and lifestyle as I have? What am I supposed to do with the investment I have in facilities and rolling stock? How can I get myself, much less my [...]
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 [...]
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 [...]
Are you addicted to helping others or are your customer relationships creating unhealthy responses? Perhaps you’ve fallen victim to the Rescuer Syndrome. One of the common threads I am discovering as I get deeper into the study of culture within the funeral profession is the belief that one must be a “suffering servant” doing what [...]
Protecting the Past and Perfecting the Present Does Not Equal Finding a Future. Rearranging the deck chairs on the Titanic is a behavior often seen in organizations responding to massive change. Why is that? and why is it so prevalent in DeathCare. It turns out our century old culture is to blame and resolving a [...]
Insights come from the strangest places. This time from why women dress the way they do. My wife has bad feet. Most women do. Why? Because women's shoes are not designed for practicality. They are intended only to create an impression. Comfort and productivity, as purpose, are lost in favor of competing with others. When [...]
OR WHY FUNERAL DIRECTORS ARE NEUROTIC A pastor friend once told me: "The test of love is whether or not you are willing to tell someone their fly is unzipped." Funeral service I love what you do and I love many of you. Your fly is unzipped. My phone rings: "Al, this is Ron." Me: [...]
As we enter our 3rd month following the Newtown disaster our nation has long since settled back into its routine fighting over symptoms and ignoring causes. I find myself reflecting on a hidden issue. A secret only occasionally mentioned and then quickly dismissed. No doubt those directly involved following this latest trauma are still affected [...]
A few years ago I was meeting with a husband and wife who operated a very successful funeral home. Like most successful people they were always looking for new ideas to help them stay in front of their competitors. To protect their privacy I'll call them Bill and Jane. Over the course of our two [...]
Why is bigger better when it comes to creating memorable experiences? Look at any successful service business, whether it’s a hospital, a hotel, a restaurant or even a funeral home, and you’re bound to come away with one undeniable message: the experience you create for your customers and guests is crucial to the future of [...]
