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Tag Archives: Funeral Innovation

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

Tough Discussion

Association Discussion; Opening A Can of Worms

Recently, I had the opportunity to speak and present a CEU session to a group of funeral professionals of a state funeral organization at their annual convention. The audience was great with excellent discussions and engagement.  What I found perplexing was there was another funeral organization, from the same state, meeting at the same time a few blocks away.  I’m going to address what appears to be obvious and initiate a conversation that may “open a can of worms.”

Why is there two organizations with common issues and needs meeting at the same time, in the same city, but separately? For that matter, why are there so many organizations that are so similar yet choose to segregate themselves?  In Virginia alone, there are 3 state funeral director organizations that all are autonomous with their own conventions/meetings, staff, memberships and money spent. With all the scrutiny that we face by the news media, consumers, governmental and regulatory agencies; is all the segregation really the best portrait of funeral directing?

It’s 2015 and on the surface, one would think, gasp…that some of the organizations are divided by race.  Okay I said it…so, now refute it.  I am also aware of local “funeral director organizations” that are actually part of state associations that will not allow certain competitive funeral homes to join. Yes, licensed funeral homes are not allowed to participate.  I personally have knowledge of firms that are refused membership. What’s your take?

Not long ago I was a vendor and working the convention schedule in a few different states.  In some cases, the dates overlapped but in all cases the money spent to register, display, stay, eat and entertain was pretty much equal.  The company I worked for began scaling back budgets for state conventions because of escalating costs, lack of ROI and dwindling need to physically display because of new technology for messaging of products or services.  But at each convention, pretty much the same vendors and programs were provided.  The differentiation was the staff running the convention, location, people in attendance and non-essential time activities.  Make sense to you?

As for national organizations, one does not have to conduct in-depth research to surmise that the secondary tier organizations are struggling. It’s all about resources and value to the membership.  If a “one stop shop” organization offers CEU’s (education/training), legislative representation (advocacy), cremation resources (education/training) and a well presented annual convention which has a tremendous expo/trade show, why do the other “second tier” organizations even exist? What’s your take?

Just a few days ago, one second tier organization touted “breaking attendance records” at their recent annual gathering.  A breakdown of the “participants” shows that less than 1/3 are actual funeral directors and the rest of the attendees are comprised of vendors, spouses or kids.  Great spin, but the reality is that this type of “national organization” is drawing less than some state conventions.

What are your thoughts about all the different organizations that for the most part have a common purpose of representing the funeral profession? There are organizations that have excellent positive impact for education and influence, and others that seem to be more fraternity in nature. For sake of discussion, what are your thoughts of how we as an industry best should be represented…collectively with a strong and cohesive voice or segmented?

Don’t shoot the messenger, I’m just stating the obvious (as usual) and addressing what seems to be a colossal waste of resources. Cheers y’all!  #thefuneralcommander

stuck

I was recently at a funeral home strategy/training meeting and the Broken Escalator video above was presented as a primer for discussion.  This is a fantastic and thought provoking example for us in the funeral industry.  The NFDA just posted estimations that cremation will eclipse burial this year (see: Rates of Cremation and Burial) and consumers are as scattered in their views about death/disposition as cremated remains in a hurricane.

Yet, the majority of funeral service providers are “stuck on the escalator.”  Here are some examples:

  • “It’s not a problem in our community.”
  • “My families don’t/won’t blah, blah, blah.”
  • “We have been through this before.”
  • “We’ve always done it this way.”
  • “Training?”

The “stuck on the elevator” syndrome is also an epidemic in the funeral supplier world:

  • Repackage the same offerings.
  • Same casket, different color.
  • Discount and rebate games.
  • “Our research shows.”

Jessica A. Smith recently published a great post  I Want A Direct Cremation, Please on the OGR blog offering common sense approaches to assist consumers with cremation choices.   The pundits and talking heads (see Talking Heads; What We Allow Will Continue) continue to lead the blind sheep over the cliff with their “charge more and show more value.”  I guess my question is; why are there so many funeral providers stuck on the escalator?  Thoughts and comments?  From the desk of The Funeral Commander, Cheers Y’all! #thefuneralcommander

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