Process of Change.

change postI am working on development of new initiatives with funeral professionals and others from various professions.  The intertwining of funeral regulations and required documents with technology along with business logic is really interesting.  On top of that, the planning sessions often create debates that seem like arguments (especially if I’m involved).  Many, many times I have challenged my team of funeral professionals with combined 75 years of expertise, with; why?

There are so many “nuances” of funeral service which turn into “ruts” of process, behaviors and perceptions. Regulations from both federal and state entities add to the dimension of complexity for funeral service providers.  During our process sessions we found ourselves actually researching and highlighting regulations by reading collectively word for word on a large screen monitor for clarity. Interestingly, some “funeral lore” was completely dispelled in the language written and guidance provided about the subjects in question.

From my perspective, when challenging the “why we do it this way” the best form of working through or around a funeral service related issue is to actually research word for word current FTC/State laws and regulations in place.  The FTC Funeral Rule is rather simplistic in it’s intent; always protect the consumer by being transparent with pricing, offerings and documentation; basically don’t cheat.

The State Funeral Service Laws and Regulations for the most part don’t significantly differ from the intent of the FTC Funeral Rule.  State regulations are more in-depth about licensing (which generates fees…what a surprise), educational requirements, necessary oversight on pre-need requirements, and so on.

Most interesting from our development sessions is the lack of language provided in any oversight authority regarding digital communication (email, websites, social media).  By overlaying the current regulatory requirements with so many choices of providing information to funeral consumers, huge opportunities exist.  Following the rules of consumer protection and transparency, funeral service providers are afforded the ability to highlight to anyone with internet connectivity their goods, services and value of a funeral respective to their patucular funeral home.

Responses to my funeral blog post last week The Hotel and Funeral industry…what can we learn? from several funeral professionals provided excellent thoughts and insights especially on the  Connecting Directors LinkedIn Discussion Thread.

As a continuation of much needed and appreciated discussion about the process of change in the funeral industry, what is the process of change at your funeral home or funeral related business?  Do you think of an idea, conduct regulatory oversight research, debate and create a workflow of process to initiate the change? Or…? I look forward to your continued sharing of ideas.  Cheers y’all.

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