Funeral director training can eliminate the awkward and difficult position they are placed when a family is financially challenged to pay for funeral services/products provided. Consumers continue to struggle in our economy as depicted in the chart below that was shown just this week on MSNBC that the average middle class income is around $53,000. So if the middle class income is this low, how about the incomes in the below middle class segment? That group of people die too and face even greater challenges…
If your funeral home has not yet had to deal with such a situation, two things come to mind. You are blessed to be in a zip code that is financially stable or it’s just a matter of time. Training funeral directors at our funeral homes to address the lack of funds for payment of services rendered has virtually erased the issue. If your funeral home has a payment policy yet has accounts receivable in the “book of promises,” then your payment policy is a failure and useless. I have been in hundreds of funeral homes and I have seen “payment policies” in arrangement rooms in frames on the walls, in frames on tables and even on GPL’s with those firms having quite a bit of money owed to them.
Part of our consistent TouchPoints training provides our funeral directors with tools and scenarios to address money issues with families. By doing so, funeral directors have the confidence and complete understanding of all the tools available to solve any financial situation. For instance, when a family states “we don’t have much money,” the proper trained response is “how much is not much money?” By engaging in this conversation, the funeral director has a dialogue with the family that bridges their particular financial situation with their expectations of services/products. Once this conversation takes place, then the funeral director has the ability to match offerings with the family’s budget. By not having such dialogue early in the arrangement session and training how to breach such a sensitive subject without making the family even worse about their situation, training is a must.
Just for a moment, think about this: When a family loses a loved one, at the top of their mind is their loss. If the loss is coupled with financial issues regarding payment for services/products rendered, shouldn’t that burden be addressed pretty quickly? How many times in your funeral director career have you made complete arrangements including services and product selections, maybe even contacted clergy before presenting the final goods/services statement? When the family is provided and realizes the total amount due, all of a sudden it’s “cigarette and bathroom break time.” Upon their return from break, the financial issues are put on the table which may result in completely changing what has been already painstakingly planned. Basically, because financially issues were not addressed earlier, now the family and the funeral director have to hit the “re-do button” which in my not so humble opinion, is poor service.
Want to know more about providing meaningful and consistent training for funeral directors? Contact me! After all, as I have said many times: even professional baseball players take batting practice before every game, how is your funeral home training? From the Command Post and a thick fog of cigar smoke, Cheers y’all. See you in Indy for NFDA #thefuneralcommander