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The Only Good Aftercare Program Is A Consistent One

Article contributed by Ellery Bowker, Aftercare.com

Aftercare is following up. It’s customer service. It’s thanking someone for choosing your firm. It’s letting a family know you care. It’s furthering relationships.

It’s also the best source of preneed sales.

Let’s just call it important and, I’ll even say, necessary to grow your business.

If all heads nod in agreement, why then do more firms not invest the time and resources to have an aftercare program? As I meet funeral home owners, directors, family service counselors, and others who have an interest in staying in touch with their families, the answer is unanimous: “we don’t have time.”

Most have tried some kind of follow up and, admittedly, couldn’t keep up with it so it fell by the wayside.

Getting motivated and starting an aftercare program is not difficult. What’s hard is having a consistent aftercare program. Big difference.

Aside from the clear bi-product of great aftercare (preneed), here are a few reasons why there is value in consistency.

Five Reasons Your Aftercare Program Must Be Consistent

 It Doesn’t Leave Anyone Out – Your families are going to talk. The good news is you can help the narrative by making sure every family is getting the same follow up. The last thing you want is one family saying you did something for them and not another.

It Matches Your Slogan – Most funeral homes use some version of “we’re here for you in your time of need” in their marketing. That time-of-need doesn’t end when the services are over.

It Provides Valuable Feedback – Feedback is oxygen for future growth. A simple follow up survey can help you learn what families really think of your services, not what you think they think.

It Reinforces Their Decision To Choose Your Firm – Your families are not expert funeral shoppers. If you served a new family, they chose you based on whatever information they had at the time. Your follow up will reinforce they made the right decision and that makes it easier to recommend you to others.

You Don’t Have Competition – Aftercare is the only place you don’t have competition. You’re not competing with other firms. That family is all yours to wow or disappoint. It’s entirely up to you.

Some funeral homes mistakenly think that to provide aftercare you need a comprehensive program with a dedicated person having a degree or experience in grief counseling. While a program like that would be optimal, that thinking, or the inability to see other ways to reach out to families, causes missed opportunities to build relationships and position yourself to serve that family (err, customer) again. Whatever program you have, from simple to comprehensive, it just needs to be consistent.

Interestingly, in our world we call it “aftercare,” and in any other business it’s called “customer service.”

Put that way, could you imagine a company not providing customer service because they don’t have time?

_____________________________________________________________

Ellery Bowker is the founder of Aftercare.com, an automated follow up program for funeral homes and cemeteries. He can be reached at ellery@aftercare.com

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Funeral Homes: How to Shoot Video on a Budget

Video content is the way to go.

Consumers are infatuated with video. How many videos do you stop and watch on Facebook? 500 million Facebook users are watching videos every day. Consumers aren’t going to stop and read a post that is five paragraphs long, but they will watch a one minute video where you get the same point across. By 2018, video will take up 79% of consumer internet traffic. Video is here now; it’s not going anywhere.

A big concern funeral homes have is they can’t afford to hire someone to shoot video for them. Well, guess what. YOU DON’T NEED TO. Smartphones have become lifelines. You can video chat family, order from Amazon and watch all your favorite shows. Heck, I can practically run DISRUPT Media and ConnectingDirectors.com from my iPhone and never touch a computer! The evolution of the smartphone allows for content to be created anytime and anywhere.

Download our FREE white-paper ‘How to Shoot Video on a Budget’ to learn how you can shoot great quality video on your smartphone and the few pieces of gear you can pick up to take it over the top.

Here are three take aways you will get from our PDF:

1. A microphone that is compatible with your smartphone – A mic will make the audio so much clearer and will keep the consumer engaged.

2. A tripod – using a mount for your phone will keep the picture steady and keep the viewers from getting motion sickness. It’s a win-win.

3. Shoot in a room with good lighting. There’s nothing worse than watching a video and not being able to see anything.

Download our FREE white-paper ‘How to Shoot Video on a Budget’ to learn a few more tips about shooting great video for your funeral home!

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Advanced Planning Sales Manager – Richmond, CA

We are looking for a winning Advanced Planning Sales Manager to join the leadership team and support Rolling Hills Memorial Park in Richmond, California. The qualified Sales Manager is a relentless competitor and holds the highest expectations of team-winning!

He/she will successfully lead the sales staff in assisting families with pre-planning interment arrangements through the selection and purchase of property, merchandise, and services and ensures that every client family is presented every option and provided with the highest quality, most professional and ethical service possible.

Represents the company in the highest and caring manner, maintaining a professional personal appearance and employing honesty, integrity, and ethical methods of performing duties.

Understands what it takes to build and lead a successful, winning sales culture and executes this vision effectively as a proven leader.  This includes (but may not be limited to):

Successfully recruit team leaders to oversee, manage, lead and cultivate teams of 5-10 sales counselors each.

Successfully developing a healthy pipeline of new sales, relationship-based prospects and community-based contacts.

Successfully recruiting and developing a high quality sales staff to ensure that sales plans consistently meet or exceed company standards in revenue generation.

Successfully evaluating sales staff efforts and sales production on a daily/weekly/monthly basis.

Provides the appropriate mentoring, coaching, motivating and training needed to members of the sales team.

Working with the managing partner, successfully develops effective marketing programs in sales/business development efforts.

Aside from leading the sales vision, the candidate will effectively be able to manage all other aspects of the sales management process, including but not limited to:

Conducting formal meetings to update, coach and motivate the team as well as informal coaching sessions with sales team members as appropriate.

Ensures all required paperwork is accurately completed and submitted in a timely manner.

Manages the schedule, licensing/continuing education (if applicable), and personnel issues/problems/concerns.

Monitors all staff sales activities and sales performance, sales cancellations, client-family complaints and issues.

Creates effective commission and sales incentive programs that encourage both long-term market share growth and short-term sales goals.

Maintains positive and proactive communication and cooperation with all employees.

Experience and Education

College degree or some college required.

5+ years Cemetery Sales & Cemetery Sales Leadership experience required.

Proven track record of team development and sales management success and revenue growth.

Licenses and Certifications

Valid state issued driver’s license in good standing and acceptable driving record.

Possess, or ability to obtain, a California Cemetery Salesperson license.

May require the possession (or ability to obtain) an insurance license as required by applicable law.

Qualified candidates can email resumes to marilyn.gonzales@carriageservices.com

[carlmlacroix92]

Advanced Planning Sales Manager – Richmond, CA

We are looking for a winning Advanced Planning Sales Manager to join the leadership team and support Rolling Hills Memorial Park in Richmond, California. The qualified Sales Manager is a relentless competitor and holds the highest expectations of team-winning!

He/she will successfully lead the sales staff in assisting families with pre-planning interment arrangements through the selection and purchase of property, merchandise, and services and ensures that every client family is presented every option and provided with the highest quality, most professional and ethical service possible.

Represents the company in the highest and caring manner, maintaining a professional personal appearance and employing honesty, integrity, and ethical methods of performing duties.

Understands what it takes to build and lead a successful, winning sales culture and executes this vision effectively as a proven leader.  This includes (but may not be limited to):

Successfully recruit team leaders to oversee, manage, lead and cultivate teams of 5-10 sales counselors each.

Successfully developing a healthy pipeline of new sales, relationship-based prospects and community-based contacts.

Successfully recruiting and developing a high quality sales staff to ensure that sales plans consistently meet or exceed company standards in revenue generation.

Successfully evaluating sales staff efforts and sales production on a daily/weekly/monthly basis.

Provides the appropriate mentoring, coaching, motivating and training needed to members of the sales team.

Working with the managing partner, successfully develops effective marketing programs in sales/business development efforts.

Aside from leading the sales vision, the candidate will effectively be able to manage all other aspects of the sales management process, including but not limited to:

Conducting formal meetings to update, coach and motivate the team as well as informal coaching sessions with sales team members as appropriate.

Ensures all required paperwork is accurately completed and submitted in a timely manner.

Manages the schedule, licensing/continuing education (if applicable), and personnel issues/problems/concerns.

Monitors all staff sales activities and sales performance, sales cancellations, client-family complaints and issues.

Creates effective commission and sales incentive programs that encourage both long-term market share growth and short-term sales goals.

Maintains positive and proactive communication and cooperation with all employees.

Experience and Education

College degree or some college required.

5+ years Cemetery Sales & Cemetery Sales Leadership experience required.

Proven track record of team development and sales management success and revenue growth.

Licenses and Certifications

Valid state issued driver’s license in good standing and acceptable driving record.

Possess, or ability to obtain, a California Cemetery Salesperson license.

May require the possession (or ability to obtain) an insurance license as required by applicable law.

Qualified candidates can email resumes to marilyn.gonzales@carriageservices.com

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ametokai: ↳ Black Paradox (ブラックパラドクス) Written and Illustrated...

↳ Black Paradox (ブラックパラドクス)

Written and Illustrated by: Junji Ito (伊藤 潤二 )

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THE CHANGE MAKERS | FUNERAL nation 084

The inaugural Change Makers is episode #84 of Funeral Nation featuring the LAads duo Dan Katz and Rolf Gutknecht as panel members along with Ryan Thogmartin. The panel will discuss marketing challenges funeral professionals face and solutions to consider. Future Change Makers episodes will broach funeral/cemetery specific subjects like education, financial challenges, business management, marketing, embalming, and training with industry leaders.

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"I kept being alive when I should have been burning: I was Joan, I was Lazarus."

“I kept being alive when I should have been burning: I was Joan, I was Lazarus.” - Louise Glück, from “Saint Joan,” Poems 1962-2012

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Would You Ever Put ‘BASTARD’ On Your Hearse?

The community of Carlisle, Cambria in England saw an unusual scene late last month. Mike Stubbs, a Carlisle man, had his last wish fulfilled. Stubbs wanted to reenact a scene from the BBC series “The League of Gentleman” at his funeral. So, just like the show, he had a wreath that read “BASTARD” accompany him in the hearse. This, like you, can imagine, turned a lot of heads, so on July, 27th, Final Journey, the funeral home that made the final arrangements, made a statement on Facebook:

“An unusual one today – Which we feel requires a little explanation … A request from a dying man with a cheeky sense of humour to replicate his favourite scene from the league of gentleman TV show at his own funeral. He was very much loved by his family and friends and got the last laugh, just like he wanted.”

Overall, the community had a great response on Facebook.

Sam Barton wrote, “Marvellous, it brings out the real fun in funeral! I hope to do something brilliant like that when I go!”

Mike Brennen shared, “He was our next door neighbor Mike Stubbs. You couldn’t wish to have met a lovelier guy, great sense of humor, as everyone can see. God bless, Mike. Privilege to have known you. RIP”

Mike Proud wrote, “This is what dying is all about. Leaving a good memory on your final journey.”

Going the extra mile to personalize funerals is exactly what the funeral business should be doing every day. This is about what the families want, not what corresponds with your personal agenda. Having a good sense of humor and making families feel comfortable are the things that will encourage families to share their hopes for the service of their loved one.

Would you allow this at your funeral home? Answer in the comments below!

[carlmlacroix92]

ametokai: ↳ Black Paradox (ブラックパラドクス) Written and Illustrated...

↳ Black Paradox (ブラックパラドクス)

Written and Illustrated by: Junji Ito (伊藤 潤二 )

[carlmlacroix92]

Advanced Planning Sales Manager – Richmond, CA

We are looking for a winning Advanced Planning Sales Manager to join the leadership team and support Rolling Hills Memorial Park in Richmond, California. The qualified Sales Manager is a relentless competitor and holds the highest expectations of team-winning!

He/she will successfully lead the sales staff in assisting families with pre-planning interment arrangements through the selection and purchase of property, merchandise, and services and ensures that every client family is presented every option and provided with the highest quality, most professional and ethical service possible.

Represents the company in the highest and caring manner, maintaining a professional personal appearance and employing honesty, integrity, and ethical methods of performing duties.

Understands what it takes to build and lead a successful, winning sales culture and executes this vision effectively as a proven leader.  This includes (but may not be limited to):

Successfully recruit team leaders to oversee, manage, lead and cultivate teams of 5-10 sales counselors each.

Successfully developing a healthy pipeline of new sales, relationship-based prospects and community-based contacts.

Successfully recruiting and developing a high quality sales staff to ensure that sales plans consistently meet or exceed company standards in revenue generation.

Successfully evaluating sales staff efforts and sales production on a daily/weekly/monthly basis.

Provides the appropriate mentoring, coaching, motivating and training needed to members of the sales team.

Working with the managing partner, successfully develops effective marketing programs in sales/business development efforts.

Aside from leading the sales vision, the candidate will effectively be able to manage all other aspects of the sales management process, including but not limited to:

Conducting formal meetings to update, coach and motivate the team as well as informal coaching sessions with sales team members as appropriate.

Ensures all required paperwork is accurately completed and submitted in a timely manner.

Manages the schedule, licensing/continuing education (if applicable), and personnel issues/problems/concerns.

Monitors all staff sales activities and sales performance, sales cancellations, client-family complaints and issues.

Creates effective commission and sales incentive programs that encourage both long-term market share growth and short-term sales goals.

Maintains positive and proactive communication and cooperation with all employees.

Experience and Education

College degree or some college required.

5+ years Cemetery Sales & Cemetery Sales Leadership experience required.

Proven track record of team development and sales management success and revenue growth.

Licenses and Certifications

Valid state issued driver’s license in good standing and acceptable driving record.

Possess, or ability to obtain, a California Cemetery Salesperson license.

May require the possession (or ability to obtain) an insurance license as required by applicable law.

Qualified candidates can email resumes to marilyn.gonzales@carriageservices.com

[carlmlacroix92]

coitusandcarnage: Vampyros Lesbos, 1971

Vampyros Lesbos, 1971

[carlmlacroix92]

"I kept being alive when I should have been burning: I was Joan, I was Lazarus."

“I kept being alive when I should have been burning: I was Joan, I was Lazarus.” - Louise Glück, from “Saint Joan,” Poems 1962-2012

[carlmlacroix92]

Would You Ever Put ‘BASTARD’ On Your Hearse?

The community of Carlisle, Cambria in England saw an unusual scene late last month. Mike Stubbs, a Carlisle man, had his last wish fulfilled. Stubbs wanted to reenact a scene from the BBC series “The League of Gentleman” at his funeral. So, just like the show, he had a wreath that read “BASTARD” accompany him in the hearse. This, like you, can imagine, turned a lot of heads, so on July, 27th, Final Journey, the funeral home that made the final arrangements, made a statement on Facebook:

“An unusual one today – Which we feel requires a little explanation … A request from a dying man with a cheeky sense of humour to replicate his favourite scene from the league of gentleman TV show at his own funeral. He was very much loved by his family and friends and got the last laugh, just like he wanted.”

Overall, the community had a great response on Facebook.

Sam Barton wrote, “Marvellous, it brings out the real fun in funeral! I hope to do something brilliant like that when I go!”

Mike Brennen shared, “He was our next door neighbor Mike Stubbs. You couldn’t wish to have met a lovelier guy, great sense of humor, as everyone can see. God bless, Mike. Privilege to have known you. RIP”

Mike Proud wrote, “This is what dying is all about. Leaving a good memory on your final journey.”

Going the extra mile to personalize funerals is exactly what the funeral business should be doing every day. This is about what the families want, not what corresponds with your personal agenda. Having a good sense of humor and making families feel comfortable are the things that will encourage families to share their hopes for the service of their loved one.

Would you allow this at your funeral home? Answer in the comments below!

[carlmlacroix92]

Photo

[carlmlacroix92]

ametokai: ↳ Black Paradox (ブラックパラドクス) Written and Illustrated...

↳ Black Paradox (ブラックパラドクス)

Written and Illustrated by: Junji Ito (伊藤 潤二 )