Marketing your funeral and cemetery company with service

With the holidays just around the corner, I thought it would be appropriate to discuss service as a point of differentiation for your funeral home or cemetery property. In the last week or two, I have experienced countless service mistakes which potentially may prevent me from returning to that particular place of business. Jan Carlson is a Swedish businessman who was the CEO of Scandinavian Airlines in the 1980’s and 1990’s. He wrote a book entitled Moments of Truth based on a training program called ” Putting People First ” the key to the book and program was simple – problems are solved on the spot, as soon as they arise. No front line employee has to wait for a supervisor’s permission. Unfortunately, that idea is not prevalent In the retail world today. Over the span of several weeks, I experienced rude cashiers, disorganized check out lines, no one to help with questions about products and nonchalant front line employees. As a matter of fact, when I asked one cashier at a gas bar for a receipt because the pump didn’t work and neither cash worked, he told me that if this was too challenging, perhaps I should not come back here again. Marketing your business, whether retail or funeral and cemetery, includes delivering more than the consumer expects. In the words of Jeffrey Gitomer, ” Customer satisfaction is worthless, customer loyalty is priceless ” The simple touch points between your company and the consumer ultimately determine the long term success of your business. For more information, contact me at

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