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Cover Photo: taken on the residential premises of composer Edvard Grieg in Bergen, Norway by Steve Nimz
January 2010
Credibility: The quality of being trusted
or believed in Editorial by Ron Hast
Funeral service businesses that thrive and survive
are rooted favorably in their communities with a credible reputation,
but with consolidation and challenges such as increasing cremation
choices and the “disgruntled” funeral home employee that leaves
to start his/her own firm offering basic services at attractive
fees, the public may not always support a long-standing name.
We possess no entitlement to community support — we must always
earn it.
Colleague Wisdom:
This month’s question: As Costco and Wal-Mart’s
influence with casket sales becomes more evident, what is your
strategy in response?
Just Conversation Ron Hast
Ron covers just one subject this month — Wal-Mart
and Costco’s retail sales of caskets, the advent of which changes
everything. Will funeral service businesses adapt to this new
reality, as they have regarding federal mandates, cremation trends,
etc.? Ron offers his thoughts.
Thinking About Your Contract By Douglas O. Meyer
This month Doug discusses key elements of a funeral
service contract and why they should always be included.
In Defense of the General Price List By Gregory Johnson
Rather than a hindrance to our business, it’s
a necessary component to provide excellent service to our customers,
say Gregory, referring to the General Price List. This month he
tells you why.
Chronicle of a Death We Can’t Accept By Thomas G. Long
Are items such as coffins with sports logos and
cremation urns shaped like motorcycle gas tanks simply the creative
expression of a society weary of traditional hearse-and-limousine
funerals of the past? Or are these current funeral fashions indicative
of something else — that Americans are no longer sure what to
do with their dead? Rituals of death often provide some sort of
processional, wherein the deceased is taken from “here to there,”
usually in symbolic and/or sacred terms. But today many death
rituals are downsized, inwardly directed, static and thus, spiritually
and culturally impoverished. We will be a healthier society when
we don’t have to pretend the dead have become Facebook pages or
costume jewelry, but can instead honor them by carrying their
bodies with sad but reverent hope to the place of farewell.
The Funeral Ceremony — a Cowboy’s Catharsis By Jerry J. Brown
Chances are a livestock rancher or modern cowboy
doesn’t know the name Dr. Elisabeth Kübler-Ross or possess funereal
textbooks by Fulton, Lammers or Raether, but when it comes to
the value of funerals and memorialization, they know what to do.
Jerry fills us in.
Innovation By Glenn Gould
Why do customers come to your business as opposed
to your competitors’? The most common response is innovation.
And when asked where innovation comes from, the most common answer
is listening to customers. But in terms of funeral service, customers,
or “families,” in this case — are not qualified to say whether
a body is well prepared, or if a funeral arranger did a good job.
Glenn believes what you really need from the public are recommendations
as to how funeral service can make the product we deliver more
meaningful.
December Funeral Monitor
Faculty and Students Respond to Funeral
Service Education Probe
One word describes the response to FM’s query
into the purpose and value of the agenda of formal death care
education — frustration. Most respondents were willing to contribute,
but also reluctant to put their thoughts in writing, especially
for publication, as they feared being chastised by those in the
system. The American Board of Funeral Service Education (ABFSE)
establishes criteria for subject matter and testing, but one could
easily draw a consensus the whole agenda should be revised.
In addition, our probe of practicing colleagues
through the monthly “Colleague Wisdom” feature resulted in a general
feeling that the schools don’t meet a criterion of valuable and
appropriate educational subject matter that achieves the needs
and scope of today’s trends and purposes. School is important,
we heard, but the related subject matter is often disappointing
and irrelevant.
The Need to Update Funeral Service Education By Howard R. Beckham, Jr. CFSP
The current curriculum set by the American Board of Funeral Service Education (ABFSE), Howard believes, is better suited for the mid 20th century and not up to date with the funeral service needs of the early 21st century. He relates his thoughts on what should be changed, and that students should be taught what funeral service is really all about.
Unreasonable Conduct By Richard Callahan
As a follow-up to his piece about Standard of Care and reasonable conduct, Richard relates some examples of unreasonable conduct, most of which could have been avoided by utilizing some common sense and attention to detail
The Lessons We Learn By Kim Stacey
Important life-defining lessons begin in infancy
— those that shape everything to come. Kim was born a girl with
a pink bow, and society expected certain gender-specific behavior.
The same is with boys, but they are expected and groomed to walk
in the wider world — to leave their mark, whether building skyscrapers
or landing on the moon.
Women who left their mark, however, are considered unique, females
who walked in seemingly “unnatural” ways. What they wanted, what
we all want, is the opportunity to excel and to be liberated from
the rigid teachings of infancy and early childhood. Women are
entering funeral service in greater numbers. Give each of them
every opportunity to stretch their expertise, because they wouldn’t
be doing what they do unless it was their calling to do so.
February 2010
Cover Photo: Pine Cone in Fall
by Suzanne St. John
February 2010
Contract and Support Services Editorial by Ron Hast
Many funeral homes pride themselves in the ownership
and employment of all needs, such as facilities, livery, personnel,
equipment and services. Other firms seek excellence by working
with contract and support services — which results in highly successful
and profitable partnerships. The key to dependency on outside
services and effective cooperative arrangements with other funeral
providers is open communication, mutual understanding and reliable
excellence.
Colleague Wisdom:
February’s question: As trends evolve, would you
be receptive to detailed technical information regarding care
and preparation of the deceased for family and public viewing
as an alternative to embalming?
Just Conversation Ron Hast
In the course of gathering information regarding
decedent presentation for private and public viewing, with or
without embalming, Ron relates some incidents that are both surprising
— and not:
• A counselor stating a maximum of five minutes would be allowed
for a family for visitation with the unembalmed body prior to
cremation — because, he insisted, of laws protecting the public
health.
• A phone conversation: “If you don’t come in and take care of
your mama’s funeral by high noon, you’ll find her outside leaning
up against my back door.”
• An owner/funeral director telling his assistant (who’s leaving
for a graveside committal): “If all they care about their mother
is a cloth-covered casket, don’t get the hearse dirty and take
the van.” Sometimes unusual but real occurrences serve as wake-up
calls to keep in mind the sensitivity of what we say and do. Most
of us know this, but some need to be reminded.
Paperwork Issues By Douglas O. Meyer
When families complain — or file lawsuits — documentation
becomes important to support your position. But many funeral homes
are sloppy about completing paperwork, which can make it difficult
refuting claims or collecting what’s owed. Thorough paperwork
is a mundane and seemingly trivial task, but it is vital that
managers make sure employees understand its importance.
The Wal-Mart Opportunity By Gregory Johnson
Retail giant Wal-Mart is now in the casket and
urn sales business — and will soon begin recommending cooperative
funeral providers that openly accept their merchandise. A market
correction may thus be on the horizon for the entire funeral industry.
We have withstood challenges in the past and will do so again,
but we cannot ignore the issues now clearly evident. Sharing opinions
and ideas is a good beginning.
The Search for Quality Staff Members
Starts by Looking in the Mirror By Howard R. Beckham, Jr. CFSP
Are the mortuary schools the primary reason good
help is hard to find, or might it be — the funeral home? As owner
or manager, it is your job to select people with the most potential
to do the best job, then to make sure they realize that potential.
It’s not so much we have fewer quality applicants as it is owners/managers
willing to invest in the development of quality people. If you
find individuals with potential and provide regular training,
fair and generous compensation, and a respectful and pleasant
work environment, you will have little problem finding — and keeping
— quality employees.
A Delta Dad By Johnny Lowe
Mortuary Management’s editor reflects on the life
and passing of his father, Robert R. Lowe.
Thinking Back By M.L. Neveu
Neveu’s California hometown, Berkeley, once had
six funeral homes, with one in the adjacent city of Albany. But
today just one funeral home remains to serve both cities. What
changed so drastically in an area where populations have steadily
increased, yet now families must seek out nearby cities for service?
The answer: mergers in the late ’60s and ’70s — and later, corporations.
Rules and laws changed. Mortuaries no longer had to have an embalming
room — they could be centralized, with embalming performed at
one location. Caskets are now mostly shown by catalogue. And some
funeral directors not only lack proper training, they might also
lack compassion for the bereaved. But they can sell.
Will things go back to the way they were? With higher prices and
individuals with little experience in treating families properly,
it just might catch up with some of the corporations and they
will discover that another “New Method” of change will come about
— and they will have to change their ways and return to the once
proud tradition and reputation of the real meaning of funeral
service.
February Funeral Monitor
Private and Public Viewing Without Embalming as an Alternative Choice
It’s a fact that many in funeral service avoid decedent care that doesn’t include embalming. However, the Centers of Disease Control and Prevention (CDC) has stated publicly that there is no prescription for embalming to protect the public health, including disaster victims, nor exposure limitations to family and others in the presence of unembalmed or embalmed bodies. Thus, misinformation to the public should be avoided.
Viewing and Public Funerals Without Embalming By Ron Hast
Once alternative care is determined (a body will not be embalmed), certain procedures are taken — Ron discusses these steps.
The U Word By Richard Callahan
Richard Callahan used to be an undertaker — and essentially still is, but why has the name been replaced by more politically correct terms? What’s needed, he says, “are more undertakers and fewer ‘arrangement counselors,’ death care advisors, service specialists and other euphemistic derivations of the real terms — undertaking and undertakers.”
Embalming vs. the Art of Embalming By Ron Hast
When asked which of two funeral homes she would call on should the need arise — the one where owners and staff had little personality “but the bodies always seemed to look very nice,” or the one with engaging, delightful owners and staff (but whose bodies never seemed to look as good as the other firm’s) — the wife of a prominent funeral supply industry owner chose the one with the gracious people.
Some embalmers figure the mechanics of injecting fluids, cleaning up details and applying generic makeup renders a satisfactory result — but the artist who begins with an entirely different attitude and approach to achieving the best possible appearance takes the challenge much more seriously. There can be, and often is, a great variation of good and bad results in comparing “mechanical” embalming with “the art of” embalming.
Tuning in to Women’s Wisdom…Again By Kim Stacey
How can we make more of the time we have to do
the work we love to do? Kim recently talked with Dr. Jan Yager
and Julie Morgenstern, both of whom have ideas on how to do just
that .
Dr. Yager is the author of Work Less, Do More; and Ms. Morgenstern
is the author of Never Check E-Mail in the Morning.
Cover Photo
by Walt Bilofsk: overlooking the legendary Mediterranean harbor
of Alexandria, Egypt, is the city’s most beautiful mosque,
the El-Mursi Abul-Abbas Mosque. Built in 1775 by Algerians,
it stands over the tomb of the 13th-century saint, Abul Abbas.
March 2010
Random Thoughts Far Out of the Box Editorial by Ron Hast
As the heading suggests, Ron throws out some random
thoughts this month — here are a few:
Are funeral homes and cemeteries colleagues or competitors? The
public sees us as one and the same. As more people choose cremation,
would it be well for funeral homes to embrace cremation services?
The public mistakenly believes we are “running out of land” for
burial, but existing cemeteries have unoccupied land to accommodate
most all deaths, in a single grave, far into the future.
There are now retailers that sell caskets to the public — and
with major price differences compared to funeral home offerings.
Where the casket comfort zone regarding pricing will land is worthy
of discussion.
Many families are choosing other venues for memorial services
rather than the funeral home. If the traditional funeral home
facilities are restrictive (chapel only), the “gathering” will
move elsewhere.
Cremation is the unwanted stepchild for many funeral service providers,
but the public has made it clear cremation is quite acceptable.
Why, then, do so many funeral providers continue to demean cremation?
Rural and privately owned and operated funeral homes often have
an advantage over the consolidated businesses — and tend to rank
at the top in community praise and appreciation.
Colleague Wisdom:
Currently Pennsylvania rules and regulations under
funeral law do not allow food and beverages for the public on
funeral home property. The exception is an approved separate area
where they may be provided at no cost — any funeral home making
a penny on this service would be in violation.
Just Conversation Ron Hast
With the recent tragedy in Haiti, we have seen
the images of giant industrial tractors’ scoops loaded with bodies
— as well as the thousands of bodies shown in a dump burned en
masse. There should be no shame or criticism regarding those who
made decisions as to methods or procedure in this exhausting task.
The Haiti situation also brings a new twist regarding body recovery,
care and final interment. In most disasters the protocol with
each body recovered is to place anything close by that may help
with identification, then wrap and refrigerate in large mobile
vans until, one-by-one, effort is made toward I.D. But there is
no opportunity to employ identification of body or grave with
the challenges in the Haiti disaster.
A recent article in The Forum, the New Jersey State membership
magazine, “Fluid in, Fluid out: Embalming with Alternative Fluids,”
discusses formaldehyde as a chemical and its effect on the embalmer
and decedent — and possible alternatives.
Five states currently prohibit food in funeral homes because of
(inaccurate) concerns relating to public health, but many providers
do allow it. This month’s Colleague Wisdom once again delves into
the debate.
The Tax Man Cometh…Maybe By Douglas O. Meyer
The federal estate tax law changed dramatically at the beginning of 2010, so now many who would have not been affected by the tax in previous years should bear it in mind. Doug tells you what you should know.
Surviving Burnout By Gregory Johnson
There’s no question our profession is demanding. It requires working not only strange and sometimes long hours, but it can be stressful in dealing with the public on a day-to-day basis. Different issues affect each of us in different ways, and eventually burnout will take its toll. Greg relates some tips on how to help get through these difficult periods.
The Funeral Director’s Role as Teacher By Justin Huie
For those graduating students fortunate enough to find an internship with a reputable funeral establishment, what further “education” will they receive from you? The answer will determine the future of our business.
February
Funeral Monitor
Federal Taxes: A Boring Subject, But…
The tax laws will change dramatically in 2011, returning to old figures that allow only a million dollars of total estate value to be exempt from estate tax — many are surprised to learn what actually constitutes “estate value.” This is an alert to funeral service providers who have not considered much about this subject to read it.
First Impressions By Shun Newbern
Your initial contact with a family is their first impression of you — thus, it is imperative that your introduction, whether via phone or in person, is your best effort. Shun illustrates some examples of what you can do to make that happen.
The Last Impression By Richard Callahan
The last impression you make is also very important, and Richard tells the story of a woman who had taken care of her husband with a protracted illness for 53 years and would “see him through to the very last.” She wanted to be there when he was removed from the hospice, to see him when she made the arrangements and wanted to be present when he arrived at the crematory. She even requested to assist in placing his container in the retort. She thanked all involved for the inner peace she felt at being able to continue to “do” for her husband until there was nothing else left to do. The positive effect of allowing her to deal with her loss in the way she had to, provided her the peace of mind she needed. First impressions are important — as are last impressions.
Funeral Service Brother and Sister Win One Million Dollars Plus Prizes on National TV
Siblings Nick and Starr Spangler grew up in the family funeral business together, but they recently made headlines by winning cash and prizes on the CBS TV series, The Amazing Race. Read all about this brother and sister team’s unforgettable experience.
Embracing Change By Kim Stacey
Change is a constant, and it can be monumental — or subtle. As we age, we often resist change, but that can mean trouble for our businesses and our personal lives. Accepting change is one thing, but learning to embrace it for all it brings is quite another. Kim asks you to step back and think about the things that will help you succeed. You don’t have to get caught up in these temporary fearful times — things will get better, and you will be more effective in running your business.
Cover Photo by
Steve Nimz taken at Donner Lake, High Sierras, California
April 2010
Antiquated Laws and Ignorance Editorial by Ron Hast
iola Niland was a senior citizen when her husband
William, a funeral director in Redondo Beach, California, died.
Though she wasn’t licensed as an embalmer or funeral director,
she stepped in to carry on their long history of funeral service.
Mrs. Niland made funeral arrangements, employed a licensed embalmer
and part-time help, directed funerals and usually drove the family
limousine as she was accustomed to routines her husband had established.
Soon after her husband’s passing, she successfully became a licensed
funeral director herself.
During a routine visit from the State Board of Funeral Directors
and Embalmers’ representative, Mrs. Niland was told she was in
violation of the law with her late husband’s name prominently
listed in gold leaf on the glass chapel door: “William F. Niland
– Mortician.” Upon the representative’s next visit, he noticed
the following on the door in tiny letters above Mr. Niland’s name:
“Est. in 1935 by.”
The information was accurate, and so Mrs. Niland continued to
serve approximately 175 full-service funerals each year. In many
states today, antiquated laws, restrictions and self-serving protective
laws would never have allowed her the opportunity to carry on
and function as she did without complicated requirements — and
likely rejection entirely. We have reached a point where bureaucrats
and agencies of all sorts regulate funeral service as if it is
dangerous, difficult and imposes potential health risks to the
general public. Most of this is ridiculous nonsense.
Our business is to provide suitable facilities, equipment and
personnel for support and comfort to survivors while caring for
their deceased with dignity. To impost agendas, testing, rules
and regulations that reach beyond this mission is nonsensical.
Colleague Wisdom This month’s question: We realize that many firms
depend primarily on embalming to sustain the decedent through
services. However, do you maintain refrigeration within your domain
(for one or more locations) for occasional needs? If so, are you
critical regarding temperature control for best results such as
shipping by airline or presenting for public services unembalmed?
Colleague Wisdom:
This month’s question: We realize that many firms depend primarily on embalming to sustain the decedent through services. However, do you maintain refrigeration within your domain (for one or more locations) for occasional needs? If so, are you critical regarding temperature control for best results such as shipping by airline or presenting for public services unembalmed?
Just Conversation Ron Hast
Ron touches on several subjects: a conversation with a funeral director operating in a mostly retirement community about the changes that have occurred over time regarding sending decedents back to their hometowns for burial; the declining use of funeral flowers vs. the convenience of (800) FLOWERS and/or requests for donations to various causes; the decline of the use of the chapel in favor of other venues such as lodge halls, community centers, and country clubs, etc. — an example of which is the San Francisco Yacht Club, where manager Dennis Conneally states it is engaged most often for private functions relating to memorial services.
Problems, Problems By Douglas O. Meyer
Meyer offers tips on how to handle recurring situations,
such as who should receive death certificates. For example, Joe
dies, and his wife and brother make the arrangements. His wife
signs all the paperwork, but the brother pays for everything,
including the death certificates — so who, then, should receive
them?
Another situation that can occur is when funeral arrangements
are made by a woman who’s presented herself as the decedent’s
wife — but then soon after, the funeral director is contacted
by another woman claiming she is the surviving spouse. You ask
for a marriage certificate, but what if both present certificates?
Meyer relates suggestions on how to handle these and other possible
situations.
The Thousand-Mile Procession Interview with Robert Klara
Mortuary Management sits down with Klara to discuss his new book, FDR’s Funeral Train, A Betrayed Widow, A KGB Spy, and a Presidency in the Balance. The three-day journey the president’s body took from Georgia to New York is as much about FDR as it is about the train, its passengers and the intrigue that followed them.
Why Funeral Arrangers Are So Difficult to Train By Glenn Gould
Why do some funeral directors not “push” the features and benefits of products to families? Perhaps it’s that they don’t want to be “salespeople” — but a more likely scenario is that they may be avoiding risks. For instance, when they present a new concept or product to a family they risk a rebuke for possibly “putting too much pressure on them.” Funeral arrangers are compensated for doing just what families expect of them, and as a result there’s no incentive to risk doing anything further. Gould touches on how to create an environment where arrangers can be more successful.
Is Your Funeral Home Protected From Your Preparation Room? By Marjori Todd
An integral part of your facility is the preparation room, but an often-overlooked element in construction can expose your staff and families to dangerous health conditions — and your business to liability suits. It’s the potential for backflow from water that serves the embalming room, and without proper safeguards, this backflow can enter the plumbing system that serves the public areas of your building and post serious health hazards. Todd discusses ways in which to eliminate this problem.
February
Funeral Monitor
Interview with Jim Allen
Ron Hast talks with Jim Allen, owner of Allen
& Dahl Funeral Chapels and Crematories in Redding, California,
about cremation, green burials, and trends he’s noticed in his
region.
Acquisition History: Perception vs.
Reality By Richard Callahan
A recent article on “Acquisition Strategy” stated:
“If anything was learned from the acquisition of the ’90s, former
owners make lousy managers. If they had the desire and competence
to run a business, they wouldn’t have sold.” Callahan offers his
own take on the subject, sharing his experiences transitioning
from funeral home ownership to management in a corporate environment
of multiple-location funeral service operations.
Striking a Balance By Kim Stacey
Over 67 percent of the respondents to a recent Association of Women Funeral Directors online survey stated that their biggest problem was balancing their professional and domestic lives. Stacey spells out some ideas to help you find the balance that’s best for you.
Cover Photo
by Suzanne St. John taken at the State Street Art Fair in
Ann Arbor, Michigan.
May 2010
Event Planners Editorial by Ron Hast
Periodically a “new idea” makes the rounds relating
to death care. Some are new twists on old ideas, some catch
hold and others fade away. One recent one is event planners.
As long-time funeral directors, we have already been “event
planners” as a routine, and this involves a chapel, visitation
area, casket bier, caskets and urns, preparation table, hearse,
etc. But the event planner concept of today specializes in options
beyond the “traditional” funeral provider — and as families
choose other venues for memorial events, the losers are funeral
home chapels, churches and cemeteries. We must have ideas and
facilities that are comforting and attractive as venues for
today’s families.
Colleague Wisdom:
Many funeral directors and cremation specialists
are now receiving calls for immediate care and disposition of
the body, and families are increasingly arranging memorial gatherings
elsewhere — other than the funeral premises. What “facilities”
are you aware of where this trend is beginning or happening
in your region?
Just Conversation Ron Hast
Three items this month:
• A major auto company asked Ron to determine the use of vans
in funeral service and he relates his findings.
• Nowadays it is not unusual for a family to contact a funeral
home to arrange for disposition of a body, but to then contact
a separate venue to arrange for the gathering of family and
friends. And others might not call a funeral home at all if
the word “chapel” is part of their name because they believe
it connotes a religious agenda. With chapels diminishing in
use and social gatherings at other locations increasing, the
message is clear.
• Whether cemeteries and mortuaries consider themselves colleagues
or competitors, the public sees us in harmony. Pushing for a
sale, however, that might not be beneficial or convenient to
the family can turn the tide of respect. It may be wise for
the specialists to talk reasonably about the issues, and come
to a good understanding about who does what in the best interests
of the client family.
Estate Taxes, Part Two By Douglas O. Meyer
This month Doug continues his discussion of
estate tax law and what it may mean for you.
You Can’t Fake Authenticity By Lee Barringer
It is our service that differentiates
us from competitors. Guidelines and manuals are important, but
they do not take the place of quality people. Lee illustrates
how to find that voice both you and your employees need to connect
with your client families.
Internet Marketing: Tips from the
Funeral Futurist By Robin Heppell
How can you attract quality staff through your
Web site? Build a careers page. It’s not simply a “job listing”
— though it does give job seekers and other visitors a good
insight into your company. Robin gives examples of what to include
and why they’re important.
Blackjack By Glenn Gould
Blackjack players who count cards don’t win
more hands, but their performance improves because they have
more information when they bet. Similarly, arranger training
won’t increase a funeral home’s call volume, but the odds of
making quality arrangements dramatically improve.
May
Funeral Monitor
Death Care Education Out of Step with
Contemporary Death Care Services
Ron relates his recent talk at the Annual Conference
of the American Board of Funeral Service Education in Sacramento,
California, which discussed that much of the subject matter
being taught at many mortuary science schools is out of step
with contemporary death care services.
Emergency Expertise By Richard Callahan
An attorney representing members of his ethnic
community association recently contacted Mr. Callahan regarding
a family’s concerns about multiple incisions on a deceased relative.
Did the individual simply explain the incisions incorrectly,
or was the need to “sell” embalming the reason for the error?
If proper answers to a family’s questions don’t come from us,
where will they come from?
What Comes After the Funeral? By Kim Stacey
How do you stay “top of mind” with your client
families? It’s critical to maintain and build upon the relationship
you’ve already established with the families you’ve served,
says Kim, and the idea of “relationship marketing” is the answer.
She covers some examples, and in addition touches on Begin Here:
Helping Survivors Manage, a book by Kat Reed with great ideas
on how to support families after the funeral and effectively
build on an existing relationship.
Cover Photo
by Kim Stacey of the Yonghe Temple, also known as the “Palace
of Peace and Harmony Lama Temple,” located in the northeastern
part of Beijing, China.
June 2010
Working Environment Editorial by Ron Hast
Employees are essential in nearly every funeral
home. Kindness, support and personal acknowledgment by management
on a regular basis make a world of difference to those employees,
their families and the working environment. Ron relates the
story of Maytor McKinley, who epitomized just such an owner.
Colleague Wisdom:
Each of our staff-members, full- and part-time,
can have a positive or negative effect on the firm’s reputation.
Even part-timers are out and about in the community and identify
with our business. What do you provide to enhance and support
their connection with the firm?”
Just Conversation Ron Hast
Ron lists terms of the business “worthy of honest
description.”
Some Thoughts About Software Contracts By Douglas O. Meyer
Are you considering purchasing software to track
your cases, handle accounting functions and generally help with
your business? Doug relates pertinent info and tips to help
you choose what will work best for you.
Targeted Landing Pages for Targeted
Advertising By Robin Hepplell
What’s a landing page? It’s a page on your company
Web site targeted to your specific client group. Why is it important?
It circumvents the possibility that clients might feel they
were just dumped onto your site from a link in some church bulletin.
Robin relates what landing pages can do for you.
Internet Marketing: Tips from the
Funeral Futurist By Robin Heppell
How can you attract quality staff through your
Web site? Build a careers page. It’s not simply a “job listing”
— though it does give job seekers and other visitors a good
insight into your company. Robin gives examples of what to include
and why they’re important.
Southern Spins By Beacham McDougald
Sometimes a little extra effort can bring immense
rewards, but not just financial — often they’re emotional and
of the highest calling, such as simple appreciation of a job
well done. Beacham describes the story of Maria and her family,
and why service first is priority.
May
Funeral Monitor
Interview with Teresa Gyulafia of
Batesville Caskets
Teresa sits down with Ron to discuss caskets
— from the standpoint of helping families determine the right
one for their needs, as well as how the new reality of caskets
being available from multiple sources has affected the industry.
Interview with Bill Pierce
Bill is a licensed funeral director, embalmer
and manager formerly with his family firm of Pierce Brothers
in Los Angeles. He’s also a self-employed embalmer working mostly
with Guerra-Gutierrez Mortuaries. Ron speaks with him about
presenting embalmed and unembalmed bodies for viewing.
If You Can See It You Can Be It By Richard Callahan
In our calling, one leading visionary has stated
that the single or family-owned funeral entity done right has
distinct competitive advantages. They possess one thing congregate
operators do not: individuality. Richard discusses ways to achieve
that.
How Do You Deal with Generational
Differences? By Kim Stacey
Kim recently recorded an AWFDConnections podcast
with Lacy Robinson Druen, Senior Professional Development Trainer
with Aurora Casket Company. Their talk focused on Lacy’s workshop,
“Four Generations in the Funeral Home,” designed to help funeral
professionals learn more about the events and experiences that
shaped the core values of Traditionalists, Baby Boomers, Gen
X’ers and Millennials. In the first of a two-part column, Lacy
identifies the strengths, values and behaviors common to each
generation, as well as 11 points of conflict among the generations
working in the funeral home and how to effectively resolve those
conflicts..
Cover photo
by Suzanne St. John of Flags at Bay Point Marina on the
Grand Lagoon in Panama City, Florida.
July/August 2010
Refrigeration and Death Care Editorial by Ron Hast
In 1970 veteran licensed embalmer Robert Kilburn
recognized a need for refrigeration in funeral homes. Taking
into account regions where high temperatures were prevalent
and circumstances where immediate embalming was not possible
or wanted, it was a need confirmed. But at the time, embalming
was standard operating procedure and there was little or no
effort to challenge this practice. When Kilburn found no affordable
possibilities for his purposes, he set out to design and construct
his own self-contained refrigeration units that could be used
in most funeral homes. His vision was eventually realized and
he became well known for his unique, affordable units. Some
embalmers still hesitate regarding the use of refrigeration,
but there is no evidence it is a detriment to death care and
it seems prudent that businesses relating to death care should
own or have immediate access to it.
Colleague Wisdom:
This month’s topic: An unusual amount of attention
to green burial has been flowing through death care circles.
It seems that the observers and proponents of this subject are
at odds with death care providers who listen to their clientele
and proceed to assist and provide for their wishes. Are you
experiencing trends or requests for green burial, and are families
willing to pay more for this service?
Just Conversation Ron Hast
On Ron’s mind this month: a back-and-forth that
death care witness Richard Callahan recently had with a federal
judge regarding “mortuary science”; Ron is not opposed to embalming,
despite the opinion of some; and gypsy funerals.”
Delivery of Third-Party Caskets By Douglas O. Meyer
The increase in sales of caskets by third parties
such as Wal-Mart and Costco has raised issues connected with
their delivery. Earlier this year the Universal Casket Company,
which supplies Costco, asked for the FTC’s opinion on whether
certain practices by funeral homes regarding third-party caskets
violated the FTC Funeral Rule. Douglas relates comments from
the response by Craig Tregillus, the Funeral Rule Coordinator.
Southern Spins By Beachum McDougald
When a smoking ban was considered in North Carolina,
several restaurant owners told Beachum, who lives near the South
Carolina border, such a regulation would cause patrons to simply
drive a few miles into SC where smoking was still permitted.
However, when NC did pass a smoking ban, instead of abandoning
local restaurants, customers turned out in droves proving the
restauranteurs’fears unfounded.
With the continued recession and the state budget facing another
series of cuts that may reach five percent, North Carolina Governor
Bev Purdue is proposing abolishing some of the 400 regulatory
boards now either totally or partially appointed by, funded
by or regulated by the state. One of those boards is the North
Carolina Board of Funeral Services. Even though no board has
been slated for elimination or possibly merging with another,
the rumblings have begun.
But Colorado, for instance, abolished its funeral service regulatory
board years ago and there has been little change in funeral
service. If the North Carolina Board of Funeral Service is considered
for abolition or merging into a more focused and effective Board,
will we doom funeral service and public protection, or will
we be like the restaurant owners whose fears turned into jubilation?
Grab the Best Domain Names Before
Your Competitor Does By Robin Heppell
Newspapers are having a tough time. What would
happen should the daily in your town become twice-a-week, or
go away completely? Be proactive and start educating your families
so they can come to your Web site to get the latest info on
obituaries and follow you on Twitter.
Take these domain names before anyone else does: FuneralCosts[YourTown].com,
[YourTown]Obits.com/ and [YourTown]Obituaries.com. You want
to be the one in control while the other funeral homes are scrambling.
If you take proactive measures now, your clients will know how
to find you when newspapers no longer offer daily updates.
Prospecting From Social Trends By Glenn Gould
Trends in funeral service result from megatrends
in society. Traditional services reflected the nation’s abiding
religious faith, and preneed came about so lower income families
could afford traditional funerals. The trend toward cremation
without services evolved as families became less churched and
decentralized as the nation became more mobile. In all this
transition, funeral directors want to know what can be done
to return the industry to its past levels of relevance and profitability
The current state of the economy will have effects on the industry,
both positive and negative, but the downturn, regardless of
severity, is temporary. And just as the diminishing importance
of religion and mobility had a long-term impact on the American
landscape, so will the next megatrend, which could very well
be the country’s growing sensitivity to the environment. Glenn
explains how the green movement will affect you and your business.
Our Families Become Customers
A funeral director employed at a corporate firm
voices his dismay at his company’s focus on more and more profits
at the expense of the families it is supposed to serve. Reasonable
profit is necessary, but we cannot forgot our purpose for being
in this business — to serve.
Your Vital Role at Death in a Hospice
Homecare Family By Ruth Mulhern
With more families opting for the hospice modality
of care, home deaths are more common and accepted. Thus, funeral
directors and their associates are being summoned more and more
to remove the bodies for these families. As professionals, not
only do you perform your primary task of removing the body,
but you also now have a hospice family that requires your care
— a family whose needs are different than the other occasions
you have to enter homes. Ruth details what you should expect
from them and how you should expect to act towards them.
July/August
Funeral Monitor
Embalming Schools vs. Contemporary
Death Care By Ron Hast
Ron shares comments and thoughts relating to his talk at the
recent Annual Conference of the American Board of Funeral Service
Education (ABFSE). The subject? The premise that educational
standards and present-day death care trends are distantly apart.
.
Statements Regarding Health Risk and
Death Care There may be health risks among persons
attending a funeral or riding a bus, but not from viewing or
touching the unembalmed or embalmed human body. – this
is but one item of fact regarding any potential health risk
associated with embalmed or unembalmed bodies. We mention numerous
others, including quotes from professionals.
Slings and Arrows By Richard Callahan
Richard shares the plusses and minuses of providing
expert testimony services in court — and why he does it.
The Importance of Accuracy By Kim Stacey
Accuracy in words and meaning is paramount.
But the power of words is lessened when they are misspelled
or otherwise misused — which can happen when you’re rushed and/or
overwhelmed with tasks. When you see “deceased” as “deceesed,”
for instance, you’ve got nonsense. So how can you be more mindful,
accurate and clear? Kim got answers from Advisory Board member
JoAnn Baldwin, a licensed funeral director with 20 years experience,
who spells out how both you and your staff can make clear written
communication a part of your professional lives.
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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.
