marketing

5 Steps for Responding to Negative Reviews

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Picture2Before 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 »

How ‘Google for Jobs’ May Help Funeral Service

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may help funeral serviceWhere do you, as a funeral home owner, go to find good help? With baby boomers approaching retirement age, you’ll soon have job openings available, but you may find it hard to convince potential job candidates to work for you. Funeral service isn’t exactly sexy and without the right knowledge of all the rewards your funeral home can offer them, exposure to hazardous chemicals and long hours, for example, may cause potential employees to overlook the opportunity to make a difference in families’ lives by creating memorable funeral service experiences for those in grief.  Read the rest of this entry »

Prepare Your Funeral Home for Summer

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1As summer nears, it’s time to ready your business for the months to come and make sure you have everything ready when it’s time to serve a family. Here are some simple reminders that will hopefully be of use to you and your staff and help you prepare for summer.  Read the rest of this entry »

What to Avoid When Building Media Relationships

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4.5.17 Media Avoid - Weigel (1)Last week, OGR’s Blog explored ways to improve a funeral home’s media coverage. This week, we’re discussing what funeral homes should avoid doing when building relationships with local media.  Read the rest of this entry »

Tactics to Improve Your Funeral Home’s Media Coverage

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3.29.17 Media Coverage Tactics - Weigel (1)

Has your biggest competitor just been highlighted in the daily paper? Or perhaps the upstart funeral home was just interviewed by the town’s radio station for a local perspective on a national news story about funerals. Either way, don’t you wish the media had contacted your firm rather than the “other guy”?

Working with the media is not the equivalent of throwing spaghetti at the wall and seeing if it sticks. You need to put in the time to get the results you want. Like so many things in life, good communication with the media requires a great deal of planning as well as developing connections with those involved.

It’s never too late to start. Maybe you’ve had media coverage of your funeral home in the past and were unsatisfied with how it turned out and you’re looking for positive exposure in the future. It helps to think of your connection with the media like any kind of relationship. You have to invest in it.

The following ideas are a few ways you can build and improve your media relations:  Read the rest of this entry »

The Funeral Rule: Not So Bad; Requiring Online Prices: Not So Good

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Thanks to Joshua Slocum and the Funeral Consumers Alliance, the media have jumped all over the “funeral-prices-are-so-hard-to-find” bandwagon. From there it’s a short ride to believing that mandatory posting of prices on funeral home websites is an easy solution for simplifying funeral options and costs. Can it really be that easy? Do funeral professionals want to make access to information difficult? Read the rest of this entry »

2016 Trends that Shaped Funeral Service–Part I

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In many people’s minds, 2016 will be remembered as the year celebrities dropped like flies. According to Legacy.com, the number of celebrity deaths was comparable to previous years, but three factors made it appear that celebrities were dying in droves: 1) a higher-than-average number of those who died were either A-list or legendary stars; 2) many musicians died who had extremely loyal fan bases; and 3) the average age of celebrities who died this year was about 10 years younger than usual.

Aside from celebrity deaths, growing pains continued to reach every aspect of funeral service. During the last 12 months we saw some outrageous trends, some of which have already used up their 15 minutes of fame. Other news stories highlighted shifts in public preferences that merit our continued attention, even if these changes seem undignified to some traditionalists.

Part I of this blog will examine five topics which drew national, and sometimes international, attention to funeral service in ways that are relevant to serving families in the near future. Next week, Part II will examine five more topics.  Read the rest of this entry »