by Mark Allen, CEO/Executive Director, OGR
Phone shoppers get a bad rap. But let’s face it—they’re simply trying to educate themselves about something they most likely know little about. Pricing is something everyone is familiar with, so it makes sense that most people will start in that area. Your job as a funeral professional is to get them curious about how different funerals can be from what they’ve experienced in the past. Granted, some phone shoppers will shut you down. That’s okay. Let them go. The worst they can say about your funeral home is that you tried to offer suggestions for an amazing and meaningful memorial experience.
Aside from face-to-face contact, telephone and email are the most likely means of communicating with prospective customers. Back in the days when I designed and conducted market research studies for OGR members, one of the most common complaints I heard was that funeral professionals are wonderful in person but are not always perceived as caring or helpful by telephone. The following are tips I’ve found that can help improve your chances of creating a bond with potential customers who call your funeral home. Most will also apply to email messages. Read the rest of this entry »
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 »