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 [...]
Earlier this year Rick Baldwin used a comment by famed hockey player, Wayne Gretzky, in his post: "How To Be Exceptional In The New Normal". Here Bruce Buchanan, CEO of The Buchanan Group adds his perspective to Rick's. Bruce Buchanan As funeral professionals we are torn by two forces when we take on [...]
When Growth Stalls, How it happens, why you’re stuck and what to do about it. By Steve McKee, Jossey-Bass 2009 “when growth stalls, everything begins to break down. Confidence wanes, and it can be difficult to tell which problems are cause and which are effect.” This simple statement hits too close to home in an industry [...]
A few years ago we came to the realization that there was a real necessity to review our system. Not all calls are equal in service type, in merchandise and in revenue. The old system indicated that direct cremation had the same market share value as a traditional burial. In a sense that [...]
When asked what it was that made him so exceptional a hockey player, Wayne Gretzky is said to have responded, "I see my job a little different from most other hockey players.” Pressed for details, he said, "my job is to skate to where the puck is going to be.” The question that all of [...]
As I was preparing this week's article my friend, Dale Clock, posted this question and a followup on his blog Dale Time. (please click on the highlighted words and read his full comments) This is a phenomenon that has become all too familiar and one that deserves discussion and feedback. How do you handle price shoppers? [...]
How a part time hostess taught me the most valuable lesson. It was late 1989. Rachel was then in her mid 70’s. A retired school teacher, she had worked for us for about 6 or 7 years. She was a quiet, unassuming and gracious woman who had that gift of always making you feel welcome. [...]