This week I was privileged to be interviewed by Sebastian Thalhammer of Austria. You may or may not have heard of Sebastian but he is a pretty interesting media guru who somehow decided I had something to say. So, Here is my "15 minutes of fame." Actually, it's 45 minutes but it does have [...]
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?
I have to admit I tense up whenever someone begins using the Ritz Carlton as an example Funeral Service should use to fashion its own customer service profile. Not that we can't learn some things from the Ritz. We most certainly can! But it is a dangerous recommendation when we fail to "Go Deep" on [...]
Funeral Directors are increasingly distressed about being treated rudely by families. This rudeness often causes practitioners to lose control of vital conversations at critical moments. Industry vendors know that Funeral Directors can be very rude as well. In my opinion the reasons both are rude is fundamentally the same. And Yes! Funeral Directors can [...]
Last week in part 2 of this series we learned that "Challengers" don't educate, they teach. They are not afraid of pushing their customers to think in new ways. We also learned that while people may like those who are nice to them, they like those who help them gain new insights even more. But [...]