Learning what families appreciate about your service is an important part of your funeral home business. Positive feedback can help you figure out what not to change about your funeral home and what families appreciate most. Good feedback can also lead to return business and referrals.
Each year, OGR awards the Exemplary Service Award to three funeral homes who have received positive family feedback through the Family Contact Program. This year, OGR asked the winners to share what their clients appreciate most about their funeral homes’ services.
- Families Appreciate Respect and Professionalism.
2019 Exemplary Service Winner
Aloia Funeral Home, Inc. of Garfield, NJ
In owner Louis Aloia’s words, “According to the Family Contact surveys, the families we serve most appreciate our attention to detail. Our staff arrives at all removals in a suit and tie, no matter what time it is. We receive many phone calls from families who can’t believe the respect they were shown. Families also mention how much they appreciate our integrity in handling business affairs.” Aloia Funeral Home strives to show respect and professionalism to every family they serve and families notice.
Takeaway: Paying attention to even the smallest detail and finding ways to incorporate professionalism into each step can go a long way with families and show you care about their experience. You may not choose to wear a suit for a removal, but find other ways to demonstrate respect and assure families that they are putting their loved one in the right hands.
2. Families Appreciate Time and Space
2019 Exemplary Service Winner
John L. Ziegenhein & Sons Funeral Homes of St. Louis, MO
Owner Roger Richie explains, “Families appreciate that we educate them and offer options for them to make decisions without any pressure or expectations. We take time to complete the arrangements & services and to not rush clients through the funeral planning process. Our clients highly value the separate room we provide for each family’s food & beverages during the visitation—one equipped with a refrigerator and a microwave.”
Takeaway: We know that losing a loved one is an overwhelming experience. In order for families to make decisions and grieve without feeling rushed, they need time and space. Find ways to give families privacy and let them know that you are in tune with their needs
3. Families Appreciate Efforts to Honor Their Loved Ones
2019 Exemplary Service Winner
McDonald Funeral Home, Inc. of Picayune, MS
Owner Steve McDonald notes the following: “People value the care and concern our staff shows through the planning process and appreciate having a service that honors their loved one in a meaningful way.”
Takeaway: Showing an entire life in one ceremony is an impossible task, but you can help a family honor their loved one by incorporating personal details that help reflect their love one’s life. Many families enjoy showcasing their loved ones’ hobbies or sharing memories of their loved ones through stories and pictures. Any detail that reminds a family of their loved one like a favorite flower, color or song is something that can be incorporated into the service and will be appreciated by them.
By Denise Rodriguez, OGR Family Contact Program Manager
Find out what families appreciate about your funeral home by joining the Family Contact Program. For more information or to sign up, visit www.ogr.org/family-contact-program or contact OGR’s Family Contact Manager at email@example.com or 800-637-8030.
The men and women at Golden Rule funeral homes lead their businesses with compassion, dignity, and the cornerstone philosophy of “service measured not by gold, but by the Golden Rule” (Read more about OGR members here). As funeral homes treat families with respect, they inevitably make a positive impression, which can lead to return business, word-of-mouth referrals and good reviews. Getting feedback from families is a great way to find out whether families received the service they deserved.
Each year, the 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 shared how they go above and beyond and make a positive impression on the families they serve. Read the rest of this entry »
“There was a breakdown in communication with the funeral home. I phoned two times and received no answer.” ~ 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.
No one likes getting a busy signal or an unanswered phone call when trying to reach a company, but in funeral service, one unanswered call can change how a family feels about the entire experience with your funeral home. Thankfully, today’s technology makes it possible for your telephone to always be answered even if you’re not available.
Many funeral homes enlist the help of answering services to help them keep up with the needs of their clients. During this significant time in a family’s life, they need to know that the people they have hired to help them say goodbye to their loved ones will be there for them when needed. Many questions and tasks arise when planning a funeral, and an answering service makes it possible for your funeral home to always be accessible to client families. In this week’s post, OGR explores funeral home answering services and what this service means to your funeral home’s operations and the families you serve. Read the rest of this entry »
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 »