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Cover photo taken after ice storm. Wabeek Lake,
Michigan by Suzy St. John
January 2008
Cremation Revisited Editorial by Ron Hast
Cremation has oftentimes regarded as a cheap alternative
to a funeral and burial — often intimated as less than loving compassion
for the “loved one.” But, in many cultures cremation is reserved for
the elite, and in some, the only legal method of disposition. It would
behoove the smart death care provider to embrace the facts of cremation
— enhance the experience, facilities and service options with dignity
and elegance similar to what is prevalent in Japan. The future of death
care, including cremation, is wide open to innovators and those who
“get it.”
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Prep Techniques
The question this month: What specific techniques, equipment,
supplies, chemicals and cosmetics do you employ for best results and
preparation of the decedent?
Singleton Community Mortuary and Memorial Center
William E. “Bill” Singleton began his career in funeral
service in 1952 as an intern at J.C. Wilson Funeral Home in Indiana.
In 2005 he headed a 13,000-square-foot memorial center serving 165 families
annually. His life and work illustrates his passion for his profession
and his community.
Cremation Issues By Douglas O. Meyer
The laws in most states establish who has the right
to control disposition without regard for whether burial or cremation
will be involved, but many have trouble with the concept that the law
applies the same regardless of the type of disposition desired. As cremation
authorizations have changed much over the years, it’s a good idea to
review pertinent forms to make sure they’re up to date.
All in the Undertaking By Robert Klara
The author relates his experiences helping out at funeral
masses at 13 and how a small-town funeral director indirectly taught
him about manners, dignity and pride of occupation.
Flowers Are Love’s Truest Language By Kim Stacey
The arrangement and placement of flowers around the
dead is humankind’s oldest tribute and memorialization — as is the giving
and receiving of flowers during times of mourning. But beyond providing
simply color and ambience, flowers also play a significant role in the
grieving process.
News Briefs You didn't see in the Magazine
Jewish Cemeteries Targeted for Vandalism
(Berlin, Germany)
A rash of desecrations of Jewish cemeteries has plagued Germany in recent
years. According to the Interior Ministry, 237 Jewish cemeteries were
reported desecrated between 2002 and 2006, an average of around 50 a
year.
This phenomenon and increase in anti-Semitic
activity culminated in 2002 with 60 desecrations against 39 in 2006.
There are approximately 2,000 Jewish cemeteries in Germany. [Check figures
– text is confusing.
A representative of the Organization for Security and Cooperation in
Europe (OSCE) said he wants to discuss various proposals with an informal
group of parliamentarians, including the ideas of having an official
government representative to deal with anti-Semitism, of creating an
investigatory commission or of having an annual government report on
anti-Semitism.
Funeral Director Takes Message to Schools (Phoenix,
Arizona)
udents to be safe and avoid risky behavior in a rather unique way —
he brings a casket and body bag into high school classes.
Eddie Lopez of Greer-Wilson Funeral Home says
he was shocked by the high number of young bodies that arrive at his
mortuary, and much of his business, he says, is young Hispanic males
ages 14 to 29. When he visits schools, Lopez gives students a lesson
in the reality of death and the dangerous behaviors that kill too many
young people, hoping it will provide a dose of reality.
Embezzler Gets Charged Again (Gales Ferry,
Connecticut)
Already serving several months in jail for embezzling, Cynthia L. Cross
has been charged again with first-degree larceny for allegedly stealing
from a private cemetery group. As sexton, Cross stole more than $14,000
from the Gales Ferry Cemetery Association during the last five years,
according to an arrest warrant. Cross, 53, allegedly wrote checks from
the association’s bank account to herself and her family and was the
cemetery’s sexton for 17 years. Cross is already serving an eight-month
jail term for embezzling from the Water Pollution Control Authority.
Country Studies Funeral Traditionsl (Hanoi, Vietnam)
New regulations could bring change to traditional funeral ceremonies, based on recent discussions in this Far East country.
A seminar held by the Ministry of Culture, Sport and Tourism discussed reports on funeral arrangements in areas that have no regulations; the group seeks a way to control all ceremonies, including issuing instructions and rules on current customs, such as burying many corpses in one grave and exhuming remains to move to another location.
The head of the ministry found these traditions out of place in today’s society. Some are suggesting cremation as another alternative, but there are not enough facilities, and changing people’s habits from generations of tradition won’t be an easy task, especially in regions where cultural identity and beliefs are very strong.
Cover photo: Michigan Winter
by Suzy St. John.
February 2008
Prearranged and Prepaid Funerals Editorial by Ron Hast
Many consumers are suspicious of prearranged and prepaid death care because of misuse of funds, gimmicks and downright thievery by some in the profession. Funeral directors have a responsibility to assure that funds are safe and accessible at time of death, but some continue to tolerate abuse. Funeral providers must take the position of honesty and propriety in all matters.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Readers are asked for their opinions about funerals/death care presently.
It’s the Little Things… By Douglas O. Meyer
Special requests by families are just that — special
requests — but sometimes they are inadvertently overlooked or forgotten.
Making sure they are noted and considered will go a long way toward
heading off later problems and even lawsuits.
Google and the Funeral Industry By Robin Heppell, CFSP
A funeral home depends on its reputation within a community, but how do you expand your presence using the Internet? Google rankings might be the way to go.
Four Alternatives to Telephone Contact: Respect Families Who Say “Do Not Call” By Dean Lambert
The National Do Not Call Registry has created a challenge for preneed professionals who rely heavily on cold calling; however, Lambert gives you several strategies to overcome the reduction in numbers available on phone lists.
News Briefs You didn't see in the Magazine
Man Charged with Abusing Corpse
(Teaneck, New Jersey)
A hospital lab technician has been jailed after being accused of sexually abusing a corpse.
Authorities said a security guard allegedly saw Anthony Merino, 24, engaging in sexual activity with the body of a 92-year-old woman at a hospital morgue. He has been charged with desecrating human remains, punishable by up to 10 years in state prison.
Merino, who was ordered to undergo a psychological exam, was immediately fired, and the woman’s next of kin were also informed after his arrest.
Family Sues Over Use of Photo in Ad (Daytona Beach, Florida)
Lohman Funeral Home started offering its Harley Hearse earlier this year as a send-off ride for motorcyclists. But now a family who used the hearse has slapped a lawsuit on the funeral home.
The family of Anthony D. Benecasa filed the lawsuit for an undisclosed amount of money, claiming pictures of the man’s funeral were used by Lohman for advertising purposes without their permission. Lowell Lohman, company president and CEO, said he did not understand the family’s claims, especially because the family agreed to and gave a television news interview during the service.
He added that promotional fliers that did include a picture from the Benecasa service would be destroyed. He planned to create a new piece without that image.
Funeral Director Faces 100 Years in Prison (Colorado Springs, Colorado)
A formal Colorado Springs funeral home director has been arrested for numerous charges that could add up to more than 100 years in prison.
Neva Nolan, 71, was arrested in August last year and faces more than 90 criminal charges, including 25 counts of theft, eight counts of abuse of a corpse, two counts of improperly selling prepaid contracts and 55 counts of theft from at-risk adults. Relatives of many of those whose ashes were found were notified by letter earlier in 2007, but no surviving relatives have been found for the remains of approximately 50 individuals.
Prosecutors accuse Nolan of stealing more than $140,000 from people who prepaid the now-closed Nolan Funeral Home for their funeral expenses. If convicted of all charges, Nolan faces more than 100 years in prison.
Man Goes on Drunken Ride in Hearse (Wellington, New Zealand)
Drunk and disorderly took on a new meaning when a mourner allegedly got drunk, took a hearse from outside a funeral home and outran the funeral directors following him.
The man was attending a funeral when he allegedly stole the $15,000 hearse, but no body was on board. He had allegedly been drinking all day and was charged with unlawfully taking a motor vehicle.
When he was pulled over, the man told police he was “going fishing.”
Cover photo of Balanced Rock in the Garden of the Gods Park in Colorado, by Allan Abbott.
March 2008
Associations: Straw Vote Can Be Telling Editorial by Ron Hast
The consensus reached by members of the Funeral Service
Professional Forum in a recent online discussion of federal and state
funeral service associations was that these groups often do nothing
except that which blows “up their own balloons.” While straw votes such
as this may not draw any official conclusions, they often closely relate
to opinions at large.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
“Americans With Disabilities Act” Issues By Douglas O. Meyer
The “Americans With Disabilities Act” is designed to
make businesses that serve the public (e.g., funeral homes) accessible
to the handicapped. All buildings constructed after January 26, 1992,
must meet the requirements contained in that law, while buildings erected
prior to that date must remove physical barriers when such removal is
readily achievable. While enforcement of the ADA is undertaken by the
federal Department of Justice, private individuals can sue businesses
— and some look for businesses to sue. Therefore, it’s prudent to make
every effort to comply with ADA before you are targeted.
Keywords: What They Are and Why They Are Important By Robin Heppell, CFSP
Continuing the topic of how best to make your business’s
presence on the Internet known, Heppell discusses how the use of pertinent
“keywords” on your site will maximize the chances you will show up in
users’ searches.
A Writer’s Reflections on Funeral Service By Tom Fisher
A monthly feature writer for Mortuary Management for
more than 15 years, the late Tom Fisher’s view of death care and funeral
service provided a challenging perspective of where we were, and what
our future might be. Ron Hast re-presents this piece originally published
in 1994 that is as relevant today as it was then.
Do the Right Thing By Bonnie McCullough
Bonnie McCullough, executive director of the New York State FDA, gives
her response to the recent AARP Magazine article entitled “R.I.P. Off,
a funeral-industry scandal that’s fleecing thousands of Americans.”
News Briefs You didn't see in the Magazine
Family Opens 60-Year Murder Inquiry
(Oregon)
The murder happened 60 years ago, but doubts swirl about the remains
in Mary Jane Reed’s casket. It may sound like a TV crime show, but it’s
a very real experience for the family of Reed, who was murdered in 1948.
A forensic anthropologist hired by Reed’s family examined some of her
exhumed remains and concluded that the skull in the casket was not hers,
but a retired funeral director who aided the family years ago called
the idea “ridiculous.” Reed’s body was exhumed in 2005 and an autopsy
was performed. The skull, vertebrae and a femur were sent to the Illinois
State Crime Lab for examination. The anthropologist’s report said the
skull and one vertebra does not match up with the other vertebrae taken
from the coffin. A friend of the family has asked the FBI and the Federal
Bureau for Victims of Violent Crimes to look into Reed’s murder.
County Ups Cremation Fee (Seattle, Washington)
Cremations in King County are now $50 more expensive in 2008 — due to
an item in the county budget that caught some in the funeral industry
off guard. The $50 will raise about $352,000 a year for the county medical
examiner’s office, and the funds will be used to pay for 2-1/2 new employees
to deal with paperwork and additional investigations related to the
new requirement. Some in the funeral industry are concerned about the
fee, nothing that they were not notified. John Eric Rolfstad, executive
director of the People’s Memorial Association, said his group didn’t
find out about the fee until after it was approved. He said the fee
often places a burden on people who have chosen cremation because they
can’t afford a burial. The new cremation fee also is unfair to people
whose religion requires cremation, he said. There are about 8,000 cremations
in the county each year, compared with about 3,600 burials. Under the
new regulations, funeral directors or families will need to receive
a cremation permit from the medical examiner before they’re allowed
to cremate the body.
Backlog Holds Up Bowling Trial (Nashville,
Tennessee)
A backlog is holding up the trial of a funeral director charged with
killing his wife. Mark Bowling, 37, is accused of soliciting at least
two women to kill his wife a little more than a year ago and has spent
most of the past year in prison awaiting what may be one of the largest
murder trials in the county. Bowling is charged with first-degree murder
and conspiracy to commit murder in the shooting death of 45-year-old
Julie Bowling. Bowling and his alleged mistress and accomplice, 28-year-old
Rose Vincent, both face the death penalty if convicted.
Scores of Businesses Violated Funeral Rule
(Washington, D.C.)
According to federal regulators, 92 funeral homes in nine states violated
the Federal Trade Commission’s Funeral Rule in 2007. The FTC said it
found 26 homes with significant violations of the rule and 66 homes
with minor deficiencies out of 174 homes visited in 2007. In 2006, 44
funeral homes were cited, 12 with major violations and 32 with minor
deficiencies. Major violators were found in Chicago; Pittsburgh; San
Antonio, Texas; Suffolk County, New York; Albuquerque, New Mexico; Boise,
Idaho; several counties in Georgia; and Contra Costa County, California.
Eight of the 10 homes inspected in Southwestern Oklahoma had minor deficiencies,
but no significant violations. The FTC did not specify what violations
were committed by the homes. Funeral homes that have committed their
first significant violations can participate in the Funeral Rule Offenders
Program, as an alternative to civil penalties. Since 1996, the FTC has
inspected 2,059 funeral homes and referred 286 to the program.
Family Feuds Over Body’s Disposale (New Zealand)
A family feud over a body taken from a funeral home is intensifying.
Tina Marshall was buried by her father on a farm, but now the other side of the family wants the body dug up and cremated. Marshall’s biological father took his daughter’s body from a funeral home while lawyers for her mother applied for a court order to stop him. Marshall’s mother said she wanted the body cremate.
Court-ordered exhumations are relatively uncharted legal territory, so it may take some time before the matter is settled.
Wrong Name Printed in Obit (Bangor, Maine)
Anne E. Hathaway received the call her friends probably never wanted to make. The 92-year-old was shocked when her friend called to see if she was still alive.
An obituary had appeared in the local daily newspaper, but it turned out it was for another woman with a similar name; both women had made advance funeral arrangements at the same funeral home. When pulling the file for the deceased woman, the funeral home employee didn’t realize there were two women with very similar names and grabbed the wrong one.
At the news of her death, Hathaway just laughed. She joked to the local newspaper, “I went to the pearly gates and opened the door and they didn’t have any strawberry shortcake and they didn’t like the way my hair looked.”
The funeral home later called Hathaway to apologize for the mix-up.
Cover photo: El Capitan in California’s Yosemite
National Park was taken by Tyler Fraser. To see more of Tyler Fraser’s
work visit Fraser Imagery at www.fraserimagery.com
April 2008
Funeral Home Maintenance Editorial by Ron Hast
When Ron is invited to speak to funeral service provider
groups in the various states, he often asks individuals in the audience
what they believe is the most important aspect of their own business
that makes them stand out from the competition. The answers are sometimes
impressive — and sometimes amusing.
Colleague Wisdom: What do you think is funeral service’s
greatest problem?
Readers give their comments and opinions on the business
today.
Just Conversation Ron Hast
Publisher Ron Hast shares his thoughts and insights
on a number of topics, including how it’s possible to make funeral arrangements,
initiate legal papers for signatures by fax and pay for services by
credit card — all without talking or meeting another human being; and
then there’s the curious story of nine residents (ages 73 to 98) of
an English nursing home who planned to celebrate the birthday of one
of the women by having a “sex party.”
Looking Good...or Not? By Douglas O. Meyer
Because your day is so busy and the next day even busier,
you may not notice the subtle — or not so subtle — “flaws” around your
mortuary. But you can be sure that people who are not there on a day-to-day
basis, such as the families you serve, do notice them. And any problems
might cause them to form an unfavorable opinion of your firm. Douglas
suggests some ways to fix any problems you might have.
If It Sounds Too Good to Be True By Sue Simon
St. Louis-based National Prearranged Services (NPS)
rolled out a new program in December 2007 offering “free caskets and
free delivery,” claiming “Casket prices are growing more than twice
as fast than what any preneed company can pay in annual growth.” NPS’s
solution to “continuing shrinking profits for funeral homes” looks easy
at first — when its preneed contracts at least 13 months old come at
need, funeral directors earn one, two, three or four casket vouchers,
depending on whether the contracts are two, three, four or more years
old. But this new program brings with it many questions.
The Body Present...at All Costs By Jerry Brown
Beyond the psychological and emotional value of viewing
the deceased and quietly verifying the reality of death, there exists
an intrinsic, universal imperative to honor and validate their life
and times with “the body present” throughout the entirety of the memorialization
process. The chronicles of global deaths caused by war, terrorism, disease,
accidents and natural catastrophic events are replete with references
to the sanctity of the body and the prodigious effort, capital care
and commitment expended to honor, protect and preserve the bodies of
the deceased persons.
Mock Funerals Help Living Reflect on Past
(Chungju, South Korea)
Imagine the reading of your will and you being nailed into a coffin…and you being alive for the experience.
The trend of “mock funerals” is gaining popularity in South Korea. The process is called “well-dying” and is intended to get participants to map out a better future by reflecting on their past. The fad is an extension of “well-being,” an English phrase adopted into Korean to describe a growing interest in leading healthier, happier lives. One company charges up to $325 for the mock funerals.
Other well-dying activities focus on death itself. Web sites store wills to be conveyed to relatives after death, and death coordinators help plan funerals in advance in case of unexpected death.
Experts see the well-being and well-dying trend as a sign that South Koreans have grown affluent enough to be able to consider quality-of-life issues. But some dismiss the services as nothing but moneymaking ventures.
Body Parts Error Leads to Lawsuit (Ohio)
Several years after their son’s death, Mark and Diane Albrecht were dismayed to learn they had not buried all of him.
Their son Christopher’s brain had been removed for tests by an Ohio county coroner, but it was never returned. The Albrechts have filed a federal class-action suit that could cost local governments millions of dollars, force changes in the way medical examiners perform their jobs and establish new rights for the next of kin.
The suit argues that the next of kin, not the state, should make decisions on how to dispose of organs no longer needed for testing and that denial of such a right violates the constitution’s promise of due process. The couple learned of their son’s missing brain from a lawyer investigating other cases involving the coroner.
They had not objected to an autopsy to learn the cause of their son’s death and do not contend that the coroner improperly conducted the autopsy. But they were not aware that brain examinations can take several weeks, and that remains returned to the family often do not contain all of the organs.
Couple Jailed for Running Cemetery Brothel (Great Britain)
Anthony Pryor and his wife Quing Hua have each been jailed for 18 months for running a brothel in a cemetery. Their business profited from illegal Asian immigrants who sold sex.
Police said so many men visited the cemetery that they dubbed it “Piccadilly Circus.”
Obits Already Written for Young Stars
(Los Angeles, California)
You’ve all seen lengthy, detailed obituaries for celebrities appear almost instantly after their deaths. Obviously, they were written in advance by news organizations.
But lately, the antics of some celebrities are prompting news agencies like the Associated Press to line up such obituaries early for Hollywood’s younger stars, such as the one AP reports it has prepared for 26-year-old Britney Spears. One Washington Post writer told media, “Somebody like Britney Spears or Lindsay Lohan or Amy Winehouse — you could arguably put something together.” He added there is huge public interest in anything any young star does. For example, when starlet Anna Nicole Smith died last year at age 39, The Washington Post and other newspapers put her obituary on their front pages.
The Associated Press has approx-
imately 1,000 prepared obituaries in its files on a wide variety of public figures, but most are on people over 70. One Hollywood publicist believes such interest is driven by the Internet, citing the Web’s ability to make stars of people overnight.
“Toaster” Visits Poe’s Grave (Baltimore, Maryland)
As has been tradition for decades, a mysterious visitor placed three red roses and a half-filled bottle of French cognac at the grave of Edgar Allan Poe.
Nearly 150 people gathered outside the cemetery of Westminster Presbyterian Church, but the man known as the “Poe toaster” was, as usual, able to avoid being spotted by the crowd. The tribute occurs every January 19 — the anniversary of Poe’s birth. The visitor did not leave a note, electing not to respond to questions raised in the past year about the history and authenticity of the tribute. The tribute is believed to have begun in 1949, according to a 1950 article in The Baltimore Evening Sun.
Poe, author of numerous poems and horror stories, died October 7, 1849, in Baltimore at the age of 40 after collapsing in a tavern. Next year will mark the 200th anniversary of his birth.
Cover photo of Yosemite Valley in
springtime
by Allan Abbott
May 2007
Financial Management Ron Hast
Financial management can be critical with any business structured for profit, and funeral service is no exception.
In fact, death care is particularly vulnerable to a varying stream of unpredictable income.
Colleague Wisdom:
CEMETERY vs Mortuary
Do you consider the cemeteries in your service region colleagues or competitors? Do you believe cemeteries should be mandated by federal law to provide price list disclosures prior to any purchases as is required of death care providers?
Timeline
Look back with us over the decades and see how much has changed, and how much has stayed the same.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Business Insurance Issues Douglas O. Meyer
If you’ve been in business for any length of time, you know the basic types of insurance you should have — general liability, professional liability, and vehicle and property insurance. however there are likely to be risks not covered by these policies.
Economic Contingency Planning What Mortuary Executives Need to Know
By Dr. Bill Conerly
How much would a recession affect the funeral business, and what can a mortuary manager or owner do about it? Last February Alan Greenspan said that a recession is possible. In fact, economists have been offering odds of a recession ranging from one chance in 10 to better than 50-50. Predicting recession is a dangerous business, but laying the groundwork to deal with an economic downturn is sound management.
Your Mortuary Success in 2007 By Brian J. Porteous
The death care world is changing rapidly. Methods and ideas successful in the past may not be the way to go in 2007 and beyond. For your mortuary to remain competitive, you must constantly develop new ideas and new approaches.
Hugging Skeletons Unearthed (Northern Italy)
Locked in a frozen embrace, a couple’s remains have lain entwined for more than 5,000 years.
Are Family Funeral Homes Resurging?
Family-owned funeral homes are making a comeback, says National Funeral Directors Association (NFDA) president Jack Hogan. Though Hogan himself sold his Queens, New York, funeral home to Service Corporation International (SCI) in 1993.
Funeral Director Must Undergo Sensitivity Training
(Schaumburg, Illinois)
A funeral director has been ordered to undergo sensitivity training after reprimanding a family for leaving their children unattended in the parking lot.
Bill Targets Handling of Remains (Montanabr>
Funeral directors in Montana are backing an effort to designate who may handle remains. Under this bill only licensed morticians and funeral home directors may pick up a body from the hospital or other place of death
Funeral Home May Have Been Drug Front (Purcell,Oklahoma)
Six people, including the owner and five employees, were arrested after a drug bust at the Funeral Home and an adjoining home. Authorities suspect the funeral home was used as a front to sell the drugs.
Father, Son Shot in Argument at Funeral Home (Heber Springs, Arkansas)
In an apparent family dispute, a coroner and his father were both injured in a shooting. The two are co-owners of the funeral home, and details of the shooting were being investigated.
CARDBOARD CASKETS MAKE FUNERALS MORE “GREEN” (CANBERRA, AUSTRALIA)
Caskets made from recycled paper and cardboard are designed to make funerals more environmentally friendly. The boxes are recycled wood fiber — 90 percent of which comes from the 1.6 million tons of paper and cardboard recycled in Australia each year.
Smith’s Embalmers Sign Confidentiality Agreement
(Jupiter, Florida)
Amid the ensuing circus surrounding the death and burial of celebrity Anna Nicole Smith, Aycock Funeral Home was charged with embalming the body of the 39-year-old former Playboy centerfold.
Film Claims Jesus’ Gravesite Found
(Jerusalem)
A new documentary says the cave in which Jesus Christ was buried has been found in Jerusalem.
Duo to Wed in Cemetery (St. Louis, Missouri)
Two lovebirds have chosen a cemetery instead of a traditional church aisle for their upcoming nuptials.
Man Sets Up Phony Funerals (Key West, Florida)
Peddling phony funerals recently got a Florida man arrested. The man had been laid off from his job at a funeral home, was nabbed after setting up two burials and two cremations and collecting more than $22,000.
Archdiocese Sets Eulogy Rules (Australia)
Long-winded eulogies may soon be a thing of the past if the Catholic Church has its way. The archdiocese is setting a five-minute limit and warning about those making inappropriate remarks.
Trump Plans Burial in Jersey (Bedminster, New Jersey)
Donald Trump may want to be buried in New Jersey. The mogul has filed paperwork to build a wedding chapel on his golf course in Bedminster and said he wants to later convert the building into a mausoleum for himself and his family.
.
Cover photo of Lake George, New York taken and retouched
by Suzanne St. John
June 2007
Computer Technology Ron Hast
Ron Hast discusses the integration and increasing acceptance
of computer technology in funeral service.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Timeline
Look back with us over the decades and see how much
has changed, and how much has stayed the same.
Selling Your Funeral Home Douglas O. Meyer
Douglas O. Meyer gives practical and prudent advice
on the basics of funeral home sales..
Colleague Wisdom:
Visitations
How and when do you provide visitation access to the
deceased? Colleagues voice their individual policies and practices.
Colleague Wisdom:
Price Lists
Do clients appreciate, understand or even read price
disclosure lists? Colleagues weigh in on their experiences with price
lists.
Empathy in Death Care By Brian J. Porteous
Webster defines empathy as “the capacity for experiencing
as one’s own the feelings of another.” Brian Porteous outlines how sensitivity
to a family’s emotions can improve funeral service.
Preneed Landscape By Graham Cook
Graham Cook comments on some of the recurring themes, perspectives and
problems of preneed.
Web 2.0 for Funeral Directors By Robin Heppell
Robin Heppell suggests ways to integrate Internet resources
– such as YouTube and MySpace – with the memorial and mourning needs
of those you serve.
Change Is Good: The Story of The Conference, Part1 By Dalene Paull
Dalene Paull reflects on the transformations of The
International Conference of Funeral Service Examining Boards since 1903.
Funeral Home Licensing Snafu Resolved
(Washington, D.C)
Licensing investigation resolved for relocated funeral home.
Vet’s Body Arrives in Poor Condition
(Frankfort, Kentucky)
Investigation is underway about Robert Groves, a Vietnam veteran, whose
family was enraged over Groves’ body’s treatment.
UCLA’s Body Program Under Investigation (Los Angeles, California)
Two men were arrested and charged for their involvement in a body part
trafficking scandal.
Law Aims to Boost Muslims in Industry (Annapolis, Maryland)
Maryland could vote to pass a law supporting Muslims who are new to
the funeral trade. There is currently a shortage of trained Islamic
personnel.
Inert Grenade Found in Cemetery (Westboro, Massachusetts)
A WWII-era hand grenade, discovered by a passerby, had reportedly been
in the graveyard for years.
Pet Cemetery to Be Razed for Condos (Palm Beach, Florida)
Over 200 pets are buried on Paradise Pet Ranch Cemetery, where construction
will begin soon. There are no federal or Florida state laws forbidding
building over pet cemeteries.
Interest in Home Funerals Grows (Seattle, Washington)
Though it offers both benefits and drawbacks, Seattle sees a surge in
the desire to have funeral services in private homes.
Internet Sites Sell Unused Burial Plots The trend of online
plot advertisement is growing, but should be approached with caution.
.
Cover photo of cliffs on the coast of Pacific Grove, California by Allan Abbott.
July/August 2007
Directing Funerals…or Not Ron Hast
In response to the recent death of a person while traveling in a funeral procession, funeral directors must be conscientious of safety precautions and liabilities associated with professional escorts.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Courtesies
When contacted by another funeral director to provide service for a local death, how much do you allow them to participate? Colleagues voice their individual policies and practices.
How is Your Management Team? By Douglas O. Meyer
Finding capable people for funeral home management can be difficult. Meyer suggests networking, internal hiring and retention efforts to strengthen your management team.
MySpace and Facebook: Online Memorials for the Next Generation By Robin Heppell
Some advice on the best ways to embrace online social networking pages like MySpace and Facebook, allowing families to make meaningful memorial sites.
Change Is Good: The Story of The Conference, Part 2 By Graham Cook
Graham Cook comments on some of the recurring themes,
perspectives and problems of preneed.
The Greening of American By Tim Rivera
As the nation goes green, so will many people’s attitudes and wishes concerning funeral arrangements.
A sample of Mortuary Management’s
extensive news coverage.
A Century Late, Lawman Gets Proper Gravestone
(Salt Lake City, Utah)
130 years later, law enforcers mark the grave of one of Utah’s first prison wardens.
Licenses Under Scrutiny (San Diego, California)
Funeral home under fire for using unlicensed employees to embalm bodies.
Biomedical Saga Continues (Rochester, New York)
Seven people are facing charges for removing parts from bodies awaiting cremation.
Biblical King’s Gravesite Found (Jerusalem)
Archaeologists located the grave of King Herod the Great.
Do Ashes Pave Walkway? (United Kingdom)
Funeral director accused of using human ashes to coat his funeral home’s walkway.
Casket Flips into Grave (Birmingham, Alabama)
A distraught family watched as a broken lowering device caused their mother’s casket to spin and fall into the grave.
State Examining Burial Laws Regarding Pets (Florida)
Lawmakers consider allowing pets to be buried alongside owners.
Couple Gets Shock on Home Tour (Janesville, Wisconsin)
Prospective buyers stumbled upon the dead homeowner lying in bed.
Request to Exhume Billy the Kid Denied (Hamilton, Texas)
Town council denied requests to exhume Billy the Kid’s body for DNA testing.
Niece Seeks Exhumation of Ice Cream Magnate (Fort Lauderdale, Florida)
Pamela Carvel suspects her uncle, Thomas Carvel, may have been murdered.
Sunrise on the Delta - Northern California. Taken
from aboard TRIBUTE by Steve Nimz
September 2007
Death Care vs. Funeral Service Ron Hast
Unanticipated trends and changes in choices and expectations
of clientele have had a profound effect on death care services. Newly
established firms with limited facilities featuring simplicity have
often attracted a majority of death calls in a community. As we plan
for and anticipate future opportunities and profit margins, these facts
should be given serious consideration.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Arrangements
A fairly new concept regarding funeral service arrangement
environment has sparked concern and controversy. Typically in an open
environment of arrangement tables and merchandise displays, privacy
is eliminated and distraction occurs when more than one client family
is being served at the same time.
Timeline
We take a look back over the past 40 years at what was
in the page of Mortuary Management
Remembering the Basics By Douglas O. Meyer
Many of the problems my clients consult me about are
the result of failures to follow basic steps. These steps or procedures
apply to all services, not just Funeral Directors. In the hustle and
bustle of your daily activities it’s easy to overlook the need for good
communications and training. However, if you want to minimize the number
of problems and complaints, you need to incorporate good communication
practices and training into your firm’s culture
Pricing Isn’t Just About Economics It’s As Much About
Psychology By Jack Jensen
We know certain things — instinctively, if not scientifically
— funerals cost a lot of money. Our customers believe that funerals
cost a lot of money. Most of our customers are quite prepared to pay
a lot of money. Pricing isn’t just about economics — it’s as much about
psychology, and those who find the perfect intersection of those two
disciplines will reap rewards in customer satisfaction and business
success.
Final Wishes: A True Story By Emily A. Jaschke
Emily takes us through the process of donating a loved one to science.
The conflicts, help and solutions she faced in the process.
The Colonel By Beacham McDougald
Beacham McDougal recounts a recent service he conducted
for a retired Colonel who was married to a friend of his family. A beautiful
account of helping a family that ends with the Colonel’s son considering
funeral service as a profession.
Your Families, Your Funeral Home and You Tube By Robin Heppell
Chances are that sometime soon a link will be forwarded
to you to a video, and it will be a memorial video tribute, a eulogy
or even an entire funeral service. With the evolution of camcorders
and the vast improvements of Web cams — coupled with the ever-increasing
availability of broadband — both you and your family will find it easier
than ever to capture and distribute video clips.
A sample of Mortuary Management’s
extensive news coverage.
FORMER FUNERAL HOME OWNER INDICTED
(Pikesville, Kentucky)
A former funeral home owner has been indicted on numerous counts, ranging
from theft to fraud. Investigations began after authorities received
complaints from people who purchased preneed insurance policies through
the funeral home.
JFK MANUSCRIPT MAY BE SOLD (Dallas, Texas)
A piece of presidential history may soon have a new owner. Funeral home
worker Don McElroy wants to sell the original version of President John
F. Kennedy’s death certificate. It’s the only original known to exist,
43 years after a typo helped make it void.
BAY AREA A FAVORITE FOR SCATTERING (Rochester,
New York)
The San Francisco Bay area is becoming an increasingly popular place
to scatter cremains. There’s something calming about the water. You
have to say that if there is something spiritual about it, this is one
of the most beautiful places in the world to have it done.
SENATOR WANTS WIFE TO REPLACE HIM (East Chicago,
Indiana)
Democrat senator Sam Smith has resigned to focus on his family’s funeral
home business and wants his wife to serve the remaining 18 months of
his term.
DEATH CHANNEL TO BEGIN TELECASTS (Germany)
It was only a matter of time before death hit the airwaves. This fall,
German TV will begin 24-hour telecasts featuring programming on mourning,
cemeteries and obituaries..
GRAHAM BURIED IN PRISON-MADE CASKET (Charlotte,
North Carolina)
When Billy Graham’s wife died in June, she was laid to rest in a modest
casket built by inmates at the Louisiana State Penitentiary. It was
a casket selected by the Grahams’ son, Franklin, after he admired the
craftsmanship of the plywood caskets several years ago.
SENATOR ADVOCATES NEW TISSUE DISPOSAL METHOD(Albany, New York)
Should the law allow human remains to be flushed down the drain? One state senator believes so.
FUNERAL HOME EMPLOYEE CHARGED WITH CONSPIRACY (Homewood, Alabama)
A funeral home employee and his accomplice have been arrested for stealing identities of the deceased to open credit card accounts, place catalog orders and pay utility bills.
LAWSUIT FILED IN PROSTHETIC LEG MISHAP (Idaho)
A woman has filed a lawsuit claiming the company cremated her husband before she had given permission and either destroyed or discarded his prosthetic leg, which was worth $7,000.
SHOULD DOCTORS ATTEND PATIENTS’ FUNERALS?
(Great Britain)
Can attending funerals of their patients be therapeutic for doctors? One professor believes so.
Innisfree Girl Scout Camp in Howell,
Michigan taken by Suzanne St. John.
October 2007
Trends of the World Ron Hast
Over the past fifteen years I have been invited to Japan
to discuss issues and comparisons with death care and funeral service
providers — or as many refer to themselves there: Ceremonial Services.
Ron recently hosted five executives from prominent Japanese firms —
and one interpreter to discuss the funeral industry..
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Staff When Slow
What do you expect your employees to do during business
hours if they are not engaged in activities directly related to death
care and funeral services?e.
Timeline
We take a look back over the past 40 years at what was
in the page of Mortuary Management
Dealing with Difficult Cases By Douglas O. Meyer
Most funeral directors are very careful to avoid increasing the pain grieving families already feel. For that reason, they use vague euphemisms when talking to the family about the condition of their deceased loved one, or they avoid the subject altogether. This is a mistake.
Employees: The Heart of the Funeral Home By Kristy Lee Hochenberger-Witt
Applauding employee success and improvement is a necessary component of any business, so why then is recognition becoming extinct?
Current Issues in Embalming: Building Successful Relationships Between Funeral Directors and Embalmers By Kim Stacey
Interviewing embalmers for this article, each respondent — without fail — launched into the same area of concern: the lack of respect and a decided lack of proper pay for their services.
Blogging for Funeral Homes By Robin Heppell
Blogs are popular because they’re easy and inexpensive to start and just as easy to update. There are some general strategies that would apply to all funeral homes, but other techniques can be applied whether your funeral home is in a large city or a smaller town. The following is a list of categories that could make up your blog. Find out more at www.funeralfuturist.com.
Keeping the Faith By Beacham McDougald
A Baptist minister in a small North Carolina town performs a traditional Jewish service for one of the residences.
Enter Consumer-Friendly General Price Lists By Joshua Slocum
The best and the worst of the GPLs have been made into a clear, user-friendly guide to the gentle art of selling services for the dead.
A sample of Mortuary Management’s
extensive news coverage.
Holocaust Survivor Denied Arlington Burial
(Washington, D.C.)
A Holocaust survivor has been refused burial at Arlington National Cemetery. The Army has rejected an appeal by the family of Abraham Klausner, a leading advocate for Holocaust survivors, to be buried at the cemetery.
Pile of Bones Uncovered at Cemetery (New Milford, Connecticut )
A woman visiting Atwood Cemetery stumbled upon something unexpected — a pile of human bones.
Funeral Homes Becoming “Event Centers (Eugene, Oregon)
About a decade ago, when Mark Musgrove and his brother Jeff took over the family’s Musgrove Family Mortuary, they knew they had to make some changes. They decided to transform the mortuary’s chapel into a multipurpose family center, complete with catering kitchen and multimedia room.
Council Plans Batch Cremations (Blackburn, United Kingdom)
According to a British blog, council members have decided to cremate bodies three at a time to save money and energy, but the move has angered relatives.
Funeral Director Missing After Fraud Charges (Duffield, Virginia)
More than a dozen families who thought they prepaid for funeral services learned both their money and the owner of the funeral home have gone missing.
SCI Cleared in Cremains Case (Phoenix, Arizona)
The state Board of Funeral Directors has cleared a company accused of dumping cremated remains in the desert without notifying the families of the deceased.
States Vary on Roadside Memorial Laws
A growing number of states are looking to replace roadside memorials with warning signs. The makeshift memorials, often erected by families of those lost in traffic fatalities, are, in some cases, becoming roadside hazards on their own.
Funeral Director IDs Illegal Immigrants
(Greenville, South Carolina)
Illegal immigrants might not have any way to find a proper journey to their homelands if it weren’t for the expertise of Donna Harper.
Man Plans Lavish Funeral for Dog (Chengdu, China)
A funeral home recently received one of its largest contracts, about $13,310, to provide a funeral for a dog.
Remains Trigger Bomb Scare (Miami, Florida)
A traveler attempting to bring cremated remains onto a plane at Miami International Airport triggered a bomb scare.
Funeral Director Must Embalm Her Father (Opa-Locka, Florida )
Lori Davis had just received her first client as a new funeral director — but she wasn’t expecting it to be her own father.
Cover photo by Walt Bilofsky was taken in the southern
Italian town of Amalfi. During the 7th-11th centuries, Amalfi was
one of the great city-states of Italy, rivaling Genoa and Pisa.
Now it is famous for breathtaking views from the Amalfi Drive, which
clings to these sheer cliffs above the Mediterranean, and for limoncello,
the local lemon liqueur which is like drinking sunshine.
November 2007
Kindness Ron Hast
The depth of kindness is usually evident with most persons
who have chosen funeral service as a career. Unfortunately, the inherent
commitment of caring service by an increasing number of persons entering
this field is waning. Frankly, many are not fit for this service. Venues
seriously considered at fault include our present death care educational
institutions and employers that attract personnel for the primary purpose
of sales achievement through tactics, quotas and bottom line performance.
Just Conversation Ron Hast
Publishing Editor Ron Hast shares his thoughts and insights.
Colleague Wisdom:
Unpacking and Disposal
The Federal Trade Commission (FTC) mandates that no extra charges may be made for handling third-party caskets. Now the agency concludes that a funeral home may not charge additional fees for disassembling major crating and the disposal of the packing materials, nor may the funeral director require the family to unpack and dispose. Unpacking and disposal is not typically required when receiving caskets purchased by the funeral home. What is a reasonable resolution to this problem?
Timeline
We take a look back over the past 40 years at what was
in the page of Mortuary Management
Memorialization Products and Services By Douglas O. Meyer
Almost every month it seems someone comes up with a new memorialization product or
service. These options represent both opportunities and risks for funeral directors. Remember that if something goes wrong with the product, the family will look to you to solve the problem.
Employees: What It Actually Means to Create Lasting Memorials. Thoughts on a Sunday Morning By Kim Stacey
Can anything we do last beyond the lifetimes of those left behind? Interesting thoughts on a Sunday morning, don’t you think?
Current Issues in Embalming: Building Successful Relationships
Between Funeral Directors and Embalmers By Kim Stacey
Interviewing embalmers for this article, each respondent — without fail
— launched into the same area of concern: the lack of respect and a
decided lack of proper pay for their services.
Funeral Home Radio Hot Your Own Radio Show Through Podcasting By Robin Heppell
Although this might be pushing the envelope for everyone save the most tech-savvy funeral director, this cost-effective initiative would allow a funeral home to start its “narrowcasting” marketing campaign. In the past (and into the future), funeral homes have used forms of “broadcast” media such as newspapers, television, radio and bulk mail for “top of mind” awareness.
Tumultuous Funerals“When the Deceased Can’t Rest in Peace…” By Robert F. Granzow III, MS
For most persons, funerals are meant to be a time of solemn reflection, a dignified celebration of a deceased’s life. All too often, however, the decorum and sanctity of these ceremonies are irreparably marred by hostile confrontations, disruptive behaviors or even disorderly altercations erupting amongst family members, friends and those who have ostensibly gathered to pay their last respects.
A sample of Mortuary Management’s
extensive news coverage.
Funeral Director Considers Cremation Alternative
(Manchester, New Hampshire)
As interest in cremation grows, a funeral director is considering an eco-friendly alternative. A water-based process instead of fire that involves dissolving the body using water and alkali in a hot, pressurized steel chamber.
Funeral Director Nabbed in Foiled Murder Plot (Newport, Arkansas )
A funeral director has been arrested because of an alleged plot to kill both the city’s police chief and mayor.
Funeral Director Gets 10 Years for Theft, Fraud
(Circleville, Ohio)
A former funeral director has been sentenced to 10 years in prison for stealing nearly $1 million from clients and insurance companies.
Arrest Prompts More Oversight (Colorado Springs, Colorado)
A funeral home owner has been arrested on 88 criminal charges, prompting the state to look into stricter oversight of the industry.
Sentence Levied in Drug, Preneed Fraud Case
(Purcell, Oklahoma)
A funeral home director accused of selling drugs out of his facility has been sentenced to five years in prison for taking more than $57,000 in prepaid funeral benefits from his customers.
Cemetery Under Suspicion for Defaced Graves
(Mount Holly, North Carolina)
A cemetery owner and gravedigger have been charged after exposed human remains were found in a cemetery.
Government at Odds with Scattering Companies
(Helena, Montana)
Some companies are butting heads with the government when it comes to scattering cremains on public lands.
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The Story Behind Our
Cover Photos
During casual conversations
with our readers, we are occasionally asked why the scenic covers
of Mortuary Management have no relationship to funeral service.
Publisher Ron Hast explains that our covers are purposely chosen
to be supportive of the surroundings they are often found in. “I
recall visiting funeral establishment lobbies over the years where
trade magazines were visible. Covers often carried lines about embalming
and other issues that could be disquieting to a bereaved family.
We know that many receptionists and others read trade journals during
visitation hours and covers are visible to others,” Ron says.
Most readers concur. The picturesque scenes are also representative
of the respect and enjoyment of nature by everyone at Abbott & Hast
Publications and have been the compliment of many.
Our magazines are mailed with the label on a removable protective
dust cover to allow viewing of the cover photograph in its entirety.
Select cover photographs may be purchased by calling (800) 453-1199.
