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. [...]
An Easy, Practical Way to Engage Staff In an aprocryphal story a "burned out" Russian Priest takes a sabbatical in a wilderness retreat hoping for renewal and reenergizing. Depressed and discouraged, he takes a walk in the nearby woods and stumbles on a military encampment. Immediately, he is challenged by the sentry: "Halt, who are [...]
Wise words from Coach Nick Saban, Football Coach, University of Alabama Are you in danger of becoming irrelevant? It's easy, you know? Countless organizations have achieved this dubious distinction. Here are the warning signs: Facilities are outdated and tired looking Staff are disengaged, marking time and unmotivated More time is spent whining than doing Customers [...]
5 insights to packaging funerals Numerous funeral homes are implementing and experimenting with package pricing with excellent success. But little is known about the principles of packaging (elsewhere known as bundling) outside of the fact that fast food and car dealerships have been doing it for years. Those that have adopted package plans find it has helped them [...]
To Guarantee or Not Guarantee That is the question Pardon my poetic license with Shakespeare. It is morning and I am feeling a little perkier than usual. And, no, I am not going to address the nobility of preneed. The question of guaranteeing or “freezing” the price has always been a concern among DeathCare professionals. [...]
Is it too much to ask for a simple, easy to understand customer survey that is accurate and corresponds directly with repeat business and profitability? Something you can understand and follow through on at a glance? Turns out it is not. A few years ago a Bain and Company Executive published a book entitled "The [...]