I am the first to admit that I don’t make an A on every test. In fact, I often struggle with taking and passing tests much less reach a level of consistent perfection. Just this week I made a very visible mistake by posting the wrong word in the title because my lack of focus and self-editing. It did not take long for the “edit police” to quickly point out my error, so I corrected the mistake and then made fun of myself along with thanking the “good eye” folks.
I always find that acknowledging mistakes with an apology and humor tends to work, at least for non-life threatening stuff like spelling errors. Other more egregious mistakes (or any made as a husband or father) take an elevated/expedited response of contrite begging for forgiveness followed by some sort of restaurant visit. One recent very public mistake was made by Steve Harvey when he announced the wrong winner of Miss Universe. Steve quickly corrected the mistake and took responsibility. At Christmas, he even made fun of himself in a tweet:
During a recent funeral home training session we actually addressed the subject of correcting mistakes. Why would correcting mistakes be a training issue? How we correct the mistake is highly important simply because when errors happen in the funeral home, the reaction as well as the corrective measures make a difference. So, when correcting a mistake:
- Be accountable and acknowledge your mistake. Don’t pass blame on to anyone or on any circumstance. You did it, own it.
- Be humble and contrite in being accountable for making the mistake. Most of us are far more willing to forgive if the person asking has accepted responsibility and sincerely asked for forgiveness.
- Correct the mistake immediately. If the mistake is really bad, you may have to not only correct the mistake but also compensate for any resulting harm. Always do so, but within reason.
- Once you have completed 1-3, then train on or document how to avoid repeating the mistake.
Does your funeral home have a training program to provide guidance and a “road map” of processes to follow? Training for funeral directors and staff is essential to continuous improvement for funeral homes. When a new funeral director arrives to work (seasoned or newly licensed), what training is provided that will keep consistent performance and behaviors aligned with the company culture? Most funeral homes have the “follow me around and do what I do” training program which provides vulnerability to mistakes, some that may ultimately prove costly. For example; why are funeral homes all over the country being consistently fined by the FTC for GPL violations? Yep, we have training specific to the GPL based on the FTC Funeral Rule and I dare say that our funeral homes will never fail that particular test.
Funeral director training is not difficult or greatly time consuming but must be intentional with relevant content. If you want to know more about how to implement training in your funeral home contact the me at 540-589-7821. Until next time, try to keep the mistakes to a minimum and I’ll get someone to proofread this before publishing. Cheers y’all! #thefuneralcommander