Customers: Recent Episodes
Two Guys and a Question
When I started Trust 100 it was a Television COOP. That coop produced an average 30% increase in calls. We actually had one member quit because he was growing too fast. Today Social Media has replaced conventional media in power and impact. Danny and Alan discuss why social media is so powerful with Bill Johnston [...]
Observe the daily activities and personal interactions of funeral directors and you will quickly realize that their focus and personal interactions are governed by a deep task orientation. In fact, the profession has made the mistake of conflating tasks with purpose. Yet it is purpose combined with intentionality that most readily differentiates your firm from [...]
With more than a hundred funeral home audits under our belts we have discovered a surprising and discouraging norm. Funeral directors tend to be task oriented. As such, when they are interrupted they often make strangers feel unwelcome. They don't want to be this way, of course, but that is the end result.
Radical Hospitality is not hard but it is intentional. Alan shares an epiphany that makes Radical Hospitality so powerful
Many of today's innovations are really reintroductions of practices abandoned decades ago like funeral jewelry and photographs. Danny and Alan discuss a great alternative to rental caskets...the slumber bed.
Ceremony: Beware Loaded Words Danny and Alan Discuss the semantics of Ceremony. How some were are loaded negatively in the consumer's mind
The big topic today is Artificial Intelligence with some wondering if it will eventually replace the funeral director. Alan and Danny discuss whether some day people will make arrangements electronically and avoid ever interacting with a funeral director.
What are the skill sets necessary for success as a funeral director? The best funeral directors seem to have a "sixth sense." I call it "Anticipatory." Danny calls it "Radar." Regardless, it is a heightened awareness of everything at once. It includes anticipating customer needs and anticipating potential barriers to seamless service. In many ways [...]
No one argues any more that funeral service is changing rapidly. We all know our customer has changed, our vendors are changing and our staff is no longer willing to work the hours we did when we started. So, is there such a thing as a funeral anymore? If so what is it? Can we [...]
Danny and Alan discuss a simple and easy format for conducting an arrangement conference that is guaranteed to engage families.
Many funeral directors believe your trade area is naturally limited. Not so! We know funeral directors who have expanded as much as 35 miles beyond their conventional service area. Danny and Alan discuss how you can do this too.
When someone comes to pick up their loved one's remains, how do you handle the process? Surprisingly, most funeral homes treat it as if someone were picking up an ordinary package. Danny and Alan discuss how to add class and make a positive impression for your business.
It is no longer uncommon for family fights to erupt during an arrangement or service. Alan and Danny talk about ways to defuse them.
How can I differentiate my funeral home from others? Interestingly, one very effective way will not cost you anything, will radically improve customer relations and have the wonderful side effect of raising morale. It's the same strategy used by the likes of Disney and Ritz Carlton. Funeral directors are often gifted in this strategic skill [...]
A few bold practitioners have implemented a surcharge for weekend work. Danny and Alan discuss the pros and cons.
Just like everything else obituaries are changing. Danny and Alan discuss these changes and how we can use them to our advantage.
No one argues any more that funeral service is changing rapidly. We all know our customer has changed, our vendors are changing and our staff is no longer willing to work the hours we did when we started. So, is there such a thing as a funeral anymore? If so what is it? Can we [...]