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