“I wish we made a video presentation using photos, but the funeral home didn’t offer this 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 homes. Read the rest of this entry »
This entry was posted in Family Feedback and tagged aftercare, care for families, death, dying, Family Contact Program, Family Feedback, funeral, funeral director, funeral directors, funeral home, funeral home owner, funeral professionals, funeral service, funerals, meaningful memorialization, memorialization, photography, remember, serve families, technology, tribute, video, video tribute.
Before online review sites and the Internet, how did families share what they thought about your funeral home with others? Maybe they chatted in the parking lot after a funeral service or at the grocery store while shopping or on the phone. If a family was unhappy with their experience, you, as a funeral service professional, might not have known about it until months later. You might not have even been given the opportunity to respond because you never heard about the complaint.
Enter online review sites: a forum for customers to share their positive and negative experiences with a much broader audience. These sites — think Google Business, Facebook, Yelp — now provide businesses like funeral homes with the opportunity to join the conversation. Anyone searching for a funeral home in your area may find your website, but they will also see your Google business listing and how the public has rated your funeral home (learn more about Google My Business). They may also see an obituary post on Facebook, visit your Facebook page and read there what families think about your funeral home (your business is most likely on Facebook, whether you like it or not – see lie #3 in this post).
While negative reviews can be intimidating, they can actually be positive for you in the long run. If you respond appropriately, a negative review can demonstrate to a grieving family why you’re a place they’d want to take their loved one.
So how do you accomplish this? How should you respond to negative online reviews? Check out these five suggestions for responding in a professional and caring manner. Read the rest of this entry »
This entry was posted in Family Feedback, Social Media and tagged customer service, Facebook, Family Feedback, google, Internet, marketing, negative feedback, online reviews, positive feedback, quality service, serve families, technology.
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 »
This entry was posted in Customer Service, Family Feedback, Funeral Home Renovation and tagged Above and Beyond, exemplary service, Family Contact Program, Family Feedback, negative feedback, positive feedback, serve families.
“The funeral home’s colors and décor are very dated and need to be updated.” ~ 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.
The last thing you want to hear from a family is that they enjoyed your services, but felt that the appearance of your funeral home was too outdated. The truth is that families care more about how your funeral home looks than you might think. The design and décor of a funeral home can affect the experience of your guests. Your funeral home’s appearance could be keeping your business from reaching the next level of family satisfaction. In this week’s blog, OGR will explore the topic of funeral home renovation and what this means for funeral homes and the families they serve. Read the rest of this entry »
This entry was posted in Business Strategies, Customer Service, Family Feedback, Funeral Home Renovation and tagged business development, Family Contact Program, Family Feedback, golden rule, Redecorating, Renovation, serve families.