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 [...]
Most of us do, especially those in the helping professions. Yet, we all know that our jobs require that we occasionally interact with others in challenging ways. When we engage this way our blood pressure rises, palms sweat and we may even lose sleep. For those of you who supervise or manage others here is [...]
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 [...]
People are wondering what impact Baby Boomers will have on DeathCare. I believe one trend you as a practitioner can get ahead of is the reinvention of the Obituary. These two examples appeared in the Winston - Salem Journal on the same day. You will have to click on John Litcher to read his. John [...]
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 [...]
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" [...]
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 [...]
With almost 30 year's experience I think I can safely say I know something about Preneed selling and marketing. Sadly, it has been my experience that most independent funeral homes practice a form of benign mediocrity in which everyone fails to reach their potential but they all love working together. "Happy Failures" is what we [...]
As we celebrate the birth of our Lord and Savior Jesus Christ I hope this video brings you a little joy.
Equalize Price Points to Crystallize Personal Relevance. This is the first recession to show a measurable impact on DeathCare. Most surprising have been the many reports from rural and "rustbelt" funeral directors that cremation has recently spiked, not because people in their markets want cremation but BECAUSE THEY CAN'T AFFORD BURIAL. YIKES!!!! A recent article [...]