Customer feedback is a significant part of all business operations. In order to serve people well, you have to know what is important to them.
Each year, OGR’s Exemplary Service Award is given to the top three nominees chosen by OGR members and is based on family feedback OGR receives through the Family Contact Program. This year’s winners had a lot to say about why family feedback is an important part of their funeral home. Read the rest of this entry »
“If I could do something differently, I would ask for someone to record my dad’s service.” ~ This comment was taken directly from a survey received through OGR’s consumer feedback program, The Family Contact Program.
Family Contact Participants often receive comments that help them improve their business offerings and practices. Through the blog series “Exploring Solutions with Family Contact,” members get better insight into services that might benefit their funeral home.
Have you ever received feedback like this from a family you served? Or maybe you’ve attended a funeral yourself and wished later it had been recorded.
The recording and webcasting of funeral services is a service more and more families are requesting. Several factors account for this increase: the sudden popularity with livestreaming on social media and in social gatherings, the distance family members now live from each other, and the psychological comfort it provides people who have lost a loved one. In this week’s blog, OGR will explore recording and webcasting services, and what this trend means for families and funeral homes. Read the rest of this entry »
Receiving criticism from a family after you’ve spent the whole weekend serving them to the best of your ability can be jarring. Maybe they write a letter telling you they didn’t like the style of the furniture or there wasn’t enough attention to detail. Whatever the feedback, sometimes it’s easier to ignore the comments and move forward with your business.
BUT, avoiding customer feedback won’t do you any favors. Just because you avoid or ignore customer feedback doesn’t mean that your business is doing well, just like avoiding the doctor’s office, doesn’t make you healthy. In fact, many times it means that you’re sick and you don’t know it. Ignorance is not your friend when it comes to feedback and here are a few reasons why: Read the rest of this entry »
Each year, OGR nominates a few funeral homes for providing exemplary service and then awards three of those member firms with the Exemplary Service Award.
Recipients are chosen from comments received from families through the Family Contact Program. Below are a few lessons this year’s winners have learned about providing exemplary service and the benefits of family feedback. Do you have anything to add?
Lesson 1 – “Hear” Between the Lines.
Tapping into the needs and wants of strangers is an extremely difficult job. When meeting with funeral directors, many families may naturally be vague communicators or be so overwrought with grief and stress that they are not able to express themselves clearly. Often times, people are unfamiliar with the funeral planning process and aren’t sure what kind of funeral service they want for their loved one.
Take this lesson from Judson Caldwell of Caldwell & Cowan Funeral Home in Covington, GA on how to approach communication with families.
Caldwell & Cowan Staff
The challenges of working in a funeral home are quite different than in a traditional 9-5 environment. Funeral directors and staff must deal with death on a regular basis which can be tough. The hours are often long with late night and early morning calls from clients. Funeral staff often works on the weekends and evenings for visitations and ceremonies. With such long hours, retaining quality staff long term can be a challenge. One solution is to create a staff recognition system, which can go a long way in keeping employees happy and committed to your funeral home. Read the rest of this entry »
This week’s guest post is by Robin Heppell of Funeral Futurist, a funeral home consulting business. Robin presented at OGR’s Fall Forum on the hazards of the Internet and how online reviews can benefit and harm your firm. This week’s post* delves more extensively into this topic. Read below for Robin’s tips for handling negative online reviews.
How did you feel when you saw your first negative online review? Mad, irritated, concerned?
I have had a couple of clients who found themselves in this position. After talking through it, we put a plan together to make the most out of the situation.
Before we talk about the plan, I want to debunk some bad advice. Some people say not to respond to negative reviews because those reviews will be the first ones people see when they visit your Yelp or Google page. The problem with this strategy is that people are going to find poor reviews anyway, and if left unanswered, the complaint has more power.
I recommend responding to every negative review – but you can’t just blurt something out – you have to make sure that you have a methodical plan.
Here is my 3 step plan for dealing with negative reviews. Read the rest of this entry »