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Simple Funeral Payment Plan logo

The major funeral industry news from 2015 was about consolidation and strategic alliances.  Today CareCap and At Need Credit announced their new Simple Funeral Payment Plan which is a funeral payment plan offering similar to what is found in the dental and veterinary industries.  In addition, the new Simple Funeral Payment Plan provides a solution for past due collection and accounts receivable recovery for funeral homes.

Growth and viability for success in the funeral industry is dependent on new ideas, products and services as well as collaborative efforts to serve the changing funeral consumer.  The new partnership is a model for companies and funeral service providers working together to offer solutions for funeral consumer families.

Noted in the Press Release today, the issue of Americans financially struggling having limited access to funds for an emergency is once again breached.  This is not an issue that is going away for funeral directors, in fact it’s expanding.    At Need Credit provides training for funeral homes on how to address payment in arrangement sessions and how to become a $0.00 accounts receivable firm.

Want to know more?  Watch Episode #17 of Funeral Nation TV see the interview with Michelle Richardson, Director, Strategic Alliances of CareCap, #kidsocial Ryan Thogmartin  and I discussing the newly launched Simple Funeral Payment Plan powered by CareCap.  It’s all about #FNchange and #Fnhustle…what are you going to do today?

From the command post, Cheers Y’all!  #thefuneralcommander

parting-logo@2x

Parting.com launched its site which has virtually every funeral home in the United States with pricing for services listed for consumer comparative analysis.  This disruptive innovation is the first of its kind in the funeral industry; the FTC, State and other funeral directory websites have never been able to accomplish…listing General Price List information for consumer comparison.  It’s reported that a small percentage (9%) of funeral homes offer any pricing information on their website which provides Parting.com with a tremendous opportunity for consumer search using the internet for funeral homes.

Parting.com offers line item pricing from the GPL for basic services, embalming, visitations, etc. as well as direct cremation from the funeral homes listed.  As a service to the consumer, the listed funeral home’s prices for at typical funeral (basic service fee, transfer of remains, facilities for viewing, facilities for ceremony/staff, embalming) are conveniently added from the GPL listed.  Average national prices for a casket, dressing/casketing and outer burial container are separately listed but all added together to provide the consumer a comparative look at firms in the particular area of search.

In addition, most of the funeral homes listed have photos of the location (most look like Google earth shots), a link to make an appointment as well as a function for a consumer to review the service provided at the funeral home.

Innovation in the funeral industry continues to evolve especially in technology sector.  I remember in the recent past funeral homes that did not have a computer in the building (I still get applications for one of my companies that appear to be completed on a typewriter) and had a fax with the rolled paper.  From my vantage point, Parting.com has created a truly disruptive innovation site that no doubt is defined below:

Wikipedia defines Disruptive innovation: is an innovation that creates a new market and value network and eventually disrupts an existing market and value network, displacing established market leaders and alliances. The term was defined and phenomenon analyzed by Clayton M. Christensen beginning in 1995.[2] More recent sources also include “significant societal impact” as an aspect of disruptive innovation.[3]

Interestingly, if a consumer is already searching the internet for a funeral home, they certainly have no or very little relationship with a provider.  Consumers now will have the benefit of comparative pricing if they are so inclined to use Parting.com instead of having to call or visit the funeral home for additional information.  Parting.com has “upped the ante” for funeral homes to create more interactive and informational websites to showcase their particular value, services, etc. to secure the internet shopping consumer.

Want to know more?   Tune into Episode #9 of Funeral Nation TV we interview the founders of Parting.com and learn about their disruptive innovation in the funeral industry.  From behind a thick fog of smoke and the Command Post, Cheers Y’all!  #thefuneralcommander

blog post 19 nov

The funeral industry continues to evolve and reflect that survival and growth are contingent on consolidation or strategic alliances.  Just recently, Pierce Mortuary Colleges  announced the merger with Worsham College of Mortuary Science.  Interestingly, the announcement was made after a provocative interview on Episode 5 Funeral Nation TV about the need for change in the funeral service education system. Coincidence?

Vandor Corporation and C.J. Boots Casket Company, Inc. announced a strategic merger agreement this week which will strengthen their collective positions in the funeral marketplace for manufactured and fine hardwood products.

Earlier this year Matthews purchased Aurora Casket creating a funeral service/product manufacturing giant.  The new company is the only of its kind offering caskets, cremation solutions/equipment, memorialization products, cemetery products as well as funeral home management solutions.  Interestingly, their primary competition in this sector has been woefully left behind scrambling around the cornfield seeking headlines of significance.  Of course the acquisition of Stewart by SCI sent a message exemplifying the necessity to consolidate for growth and survival of funeral homes.

What I have found most interesting is the reactions by funeral professionals to merger/acquisitions mentioned along with others that have been occurring as of late.  I can best categorize the majority of reactions as emotional rather than a business perspective.  When I say emotional, I mean like a street corner argument between the Sharks and the Jets in West Side Story.  “I’ll never use so and so; I’m glad I went to school here because blah, blah; these guys are taking over the world” and so on.

consolidation

The decisions of merger, consolidation and acquisition are for strategic and financial stability long term.  The due diligence ( defined as a comprehensive appraisal of a business undertaken by a prospective buyer, especially to establish its assets and liabilities and evaluate its commercial potential for those Dancing with the Stars readers) is conducted with expertise probably not taught in most mortuary school accounting classes.

Most that bitch and complain about the business of consolidation and merger rarely have done anything other than receive a check for their employment.  So little contributed yet so much said.  Few business owners or those that have developed businesses engage in the junior high cafeteria rhetoric because they have a true sense of the difficulty operating in our current market environment.

In a nutshell; in order to survive and thrive in the funeral industry whether a learning institution, funeral home, manufacturer or service provider, consolidation is key.  The decisions are made for the overall good of the brand and enterprise, not because of which colors look the best in the logo or the proverbial “we have always done it that way.”  Get used to the headlines and I can assure you there are many more such alliances ahead.  These are exciting times; either jump on board, do something yourself, create disruption or just stand there waiting for the good ole days to return.

From the Command Post and through a heavy fog of cigar smoke, Cheers Y’all! #thefuneralcommander

 

 

doc n a box

Recently we’ve been made privy to reports from NFDA (2015 Member General Price List Survey) and CANA (Cremation Rate Doubles in 15 Years & Correlation Between Cremation/No Religious Affiliation.  These reports provide excellent data of where we came from, where we are now, and initiates further need to focus on where we are going to meet the demands of consumers in the future.  In fact, Ryan and I discussed these topics at the top of Episode #2 of Funeral Nation which will air Tuesday October 13th.

I have been a proponent of continuous improvement of our funeral service brands from training, technology, services/products provided to the physical environment of where we operate.  This focus in my not so humble opinion is how we will both survive and thrive in the years to come as funeral service providers.  As I was watching this morning’s news, a medical segment was profiling an online or “virtual doctor visit.”

The online consultation is provided by a licensed physician or nurse practitioner though a webcam for personalized treatment.  When necessary, the professionals can submit an e-perception for pick up at a local pharmacy.  Online consultation is for the convenience of the patient and according to this particular story; patients are moving this direction in droves.  Convenience? Eliminating the hassles of scheduling an appointment during “normal clinic hours,” long waits at the ER or urgent care,  and the costs associated with a doctor visit, etc.  This new service allows the patient to remain in their comfortable surroundings and receive consultation; any guesses of what’s in the next paragraph?

As I write at this very moment I can see “we’ve always done it that way” (aka WADITW) smirking and thinking “that’s terrible service and unprofessional.”  Is it?  Similar service is being provided now across the country by savvy funeral directors that are in the quest of continuous improvement.  Yep, total online offerings with the consumer never leaving their comfortable surroundings and the cremated remains delivered to their front door.  Ole WADITW is smirking once again thinking “well, they can’t get a burial done that way and my families would never go for this.”   Yeah, you’re right Sparky.  But make sure and read the before mentioned reports above and maybe conduct some consumer research.  Remember when we heard “nobody will use a dang card instead of writing a check and I need a travel agent?”  Cremation is rising like the Pillsbury Dough Boy’s brother in a 400 degree oven!

As usual, my mission is provide fodder for thought by funeral professionals to consider and discuss.  If you don’t like the message or challenge for continuous improvement, then how about this provocative question: matching suits and ties or not?  From the Command Post and a thick fog of cigar smoke, Cheers Y’all!  #thefuneralcommander #funeralnationtv

change positions

Funeral directors meet with families during a time which most agree is very difficult.  Arranging the funeral of a loved one is stressful and often the necessary decisions made are clouded by varying emotions as well as grief.  Part of the regular funeral director training provided at our funeral homes for arrangements include role play; our funeral directors plan the funeral of their closest loved one in detail.

The role a funeral director performs is to provide information so the family can make educated decisions.  Without ever “wearing the shoes of the next of kin” the anguish is only observed and not experienced.  I have personally been part of this training and I can attest how emotional the process may be, even in a training environment.

I have conducted funeral home training on this subject and the results were enlightening.  One of the interesting scenarios created was that the deceased loved one had not pre-planned with a trust, had no life insurance and the expenses must be paid out of the role playing funeral directors personal resources.  As you read this, put yourself in that position; it’s up to you to pay for everything you select for services and products right now out of pocket.  Ask yourself; what would that do to my current personal financial status?  Having this thought in mind, would you buy the best of everything?  What would your choices be if you we financially responsible for the goods and services selected today?

When meeting with families, it’s natural to wonder why sometimes the decisions made seem to be other than what is customary or expected.  On top of financial stress, family dynamics enter the picture sometimes.  Just like many of you, I have personally witnessed strained funeral arrangements with a bad cocktail of financial woes and family discourse.

Finally, I know many funeral industry professionals that experienced unexpected loss of their spouse, child and parent.  After talking with some, their perspective of wearing the shoes of the people they normally serve changed.  If you are a funeral professional and lost a loved one, you know the angst.  Otherwise, think about conducting funeral director training for arrangers and changing shoes with those you normally guide; it may have lasting impact.

Funeral News! Ryan and I recorded our inaugural Funeral Nation TV web cast show that will be aired October 6th…I am certain you’ll enjoy the FN show! From the desk of The Funeral Commander, Cheers Y’all.  #thefuneralcommander #funeralnationtv

block and tackle

Basic Blocking & Tackling Practice

I have once again survived the drought that begins at the end of the Super Bowl and finally starts sprinkling this time of year…ITS FOOTBALL SEASON!  From little boys to professionals, pre-season practices and scrimmages are abundant preparing for official kick off.  Whether a 6 year on the field for the first time to the seasoned pro veteran, everyone works on the basics of blocking and tackling.  So why don’t funeral directors have regular “practice” on the basics?

Just recently, I was part of a training exercise at a large volume funeral home.  The training focus was for phone discussions with consumers whether they were a shopper, pre-planning or at-need inquiry.  This part of a funeral director’s job is rarely practiced, monitored much less honed.  The engagement with callers is critical to the success of funeral homes as the conversation between the funeral director and inquirer can determine if the firm is selected for services.

Fortunately for this particular funeral home, their leadership understands and provides directors regular relevant training for various aspects of a funeral directors job.   However, with certainty I know that training is the exception rather than the rule for a vast majority of funeral homes.  As an owner or director, have you ever wondered why business is slow, your firm is losing market share to others or the revenue per call is in a downward spiral?  A coach on the sidelines sees when his offense consistently jumps off-sides, missed tackles, fumbles, interceptions and so on.  What is the difference in the approach to the problems?  Training, practice and coaching.

Funeral homes have sidelined their “players” by not offering regularly scheduled meaningful training.  Unfortunately the industry has created a mess for funeral directors educationally.  Once graduated from Mortuary School, the only “training” that is offered for funeral directors come from CEU’s or seminars.  CEU’s are mandated, however often provide no practicum (with the exception of regulatory classes) and none have a pass/fail requirement.  Basically, just attending is the standard.  As for seminars, the majority of directors are not privy to such because the firm leadership/owners usually attend.  Thus, “the field” is full of players with no practice for a game plan with potential for devastating losses.

Solutions?  First, funeral home leadership must recognize that training/practice is a solution to literally every challenge.  Second, find an experienced/credible coach and program for training.  There are “consultants” that make a lot of money prolonging the problems by not producing measurable results…many that never even “played the game” and don’t own a team.  A casket rep training YOU on how to handle phone calls…pathetic!  Finally, be determined.  Successful teams build programs with consistency; not fancy plays, a star player or gimmicks.

TIME OUT!  I’m working with an experienced team of funeral professional training “coaches” and I we would like to have conversation with you about your thoughts/ideas for training at your funeral home.  Visit G2 Funeral Group http://www.g2funeralgroup.com, email stevez@g2funeralgroup.com or contact me.  Don’t forget to like my Facebook Page http://www.facebook/thefuneralcommander and follow me on Twitter http://www.twitter.com/thefuneralcmdr From the desk of The Funeral Commander, Cheers Y’all! #thefuneralcommander

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