positive feedback

Why Family Feedback is Important

Posted on Updated on

1

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 »

Dangers of Avoiding Feedback from Families

Posted on Updated on

7-26 Rodriguez Cover

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 »

Online Funeral Arrangements: Start Planning Now

Posted on Updated on

1Are families ready to make funeral arrangements online? Funeral professionals often look at me like I’m crazy when I ask that question. They say, “Families will never forego personal connections when they plan something as important and as sensitive as making funeral arrangements.” Just like the national cremation rate would never exceed 50 percent, right? Read the rest of this entry »

How Funeral Professionals Can Make Their Businesses Thrive

Posted on

Do you ever feel like there isn’t enough time in the day to accomplish all you need to or like you’re treading water and barely keeping up with your competitors? For small business owners, scheduling time for success makes all the difference according to Clay Clark, founder of Thrive15. Clay has built several successful companies over the past 15 years and plans to launch more using time-tested strategies. His keynote at OGR’s Annual Conference & Supplier Showcase highlighted six of these strategies, which will help funeral service professionals increase the gross revenue of their businesses by ten percent this year.

5-25 Allen - AC Thrive Image2

1. Develop a growth mindset. Read the rest of this entry »

Dealing with Negative Online Reviews for Funeral Homes

Posted on

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.

badreviews2Before 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 »

Let the Customer Think They’re Always Right

Posted on Updated on

McClure Customer is Right-1 Headder Many consumers shop around; others choose a funeral home based on location and relationship. That isn’t news, is it?

As funeral service professionals, we hope that when people are in need, they’ll trust us enough to come knocking on our door for the products and services we provide. Regardless of how they choose us, once their choice has been made, it’s up to us and our staff to ensure that they feel they have made the right choice. How do we do this? Read the rest of this entry »

How Can Facebook Interaction Impact My Funeral Home?

Posted on Updated on

OGR Vander Plaat FH
Vander Plaat Funeral Home in Wyckoff, NJ              Firm of OGR President Bill Brock

When people drive by your funeral home, what do you want them to remember about that brief encounter? At the very least, most owners want to be remembered for something positive like the pink rose bushes that were planted or the beautiful gold doors that were installed. Why? Because your building is a physical representation of your business, and the way you represent your business matters.

But, as many of us know, there are many other ways that people are able to gather a first impression of your funeral home and because of the internet, people are more likely to have their first encounter with your business online. The same way you control what people see when they drive by your place of business is the same way you can have control of what people see when they encounter your business online.  Read the rest of this entry »