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OCTOBER 2014
FUNERAL HOME & CEMETERY NEWS
S ec t i on A
The Mid-South’s Top Mortuary Service
3774 SUMMER AVENUE • MEMPHIS, TN 38122
(800) 358-8575 • (901) 458-5764 FAX
– Family Owned & Operated –
Jason D. Johnston, General Manager
LFD • LE • CCO • BIE • ASE
John R. Thompson • Jason A. Dickinson
Affordable
Cremation Society &
Just Minutes Away From All Major Hospitals & International Airport
Serving the Greater Memphis Metro Area (Including North Mississippi & East Arkansas)
Mortuary Service
Funeral Directors Research,Inc.
AMRA INSTRUMENT,
LLC
623 N. Tower (P.O. Box 359)
Centralia, WA 98531
“the shorter the supply line the better off you are”
WEB DIRECT GIFT & PRICING
TM
®
By Nancy Weil
“What We’ve Got Here is
Failure to Communicate”
I am reminded of this quote from
Cool Hand Luke
when-
ever I find a communication breakdown within our orga-
nization. As technology expands, we have more ways than
ever before to reach out to others. I personally have to check
four email accounts, Facebook and LinkedIn messages,
texts, WhatsApp and voicemails. That is in addition to ac-
tual person to person conversations that may require follow
up. Add to that the need to know how each person prefers
to handle communication so that you can reach them as
quickly as possible. We all have clients who use text messag-
ing, others are on Facebook all day long, some people pre-
fer a phone call while others hate using the phone…it goes
on and on like this. Yet we try to learn each person’s pref-
erence so that we can reach them in a way that will get us
a response. Sales people know this and adjust their style to
match the customer and close the sale. Technology has truly
muddled the way we communicate, not made it easier.
The same confusion can reign in an office environment as
well. With various staff handling phone calls, the need to
create an efficient system is imperative. Our business does
not allow for “Oops, sorry” or “I’ll make it up to you next
time.” This is a once and done, there are no “do-overs” so
we need to be sure that every staff member knows what is
going on before any balls get dropped. The days of posting
notices by the water cooler are gone. There is no one stand-
ing in the middle of the office shouting out pronounce-
ments of the day’s events. While you cannot connect with
each staff member or colleague with their own personal
preference, like you do with customers, you can create office
systems that work for your environment. If clear communi-
cation is the goal, how can you best accomplish this? Here are
some options to try, if you are not already using them:
•
E-Mail
: This is the foundation upon which most commu-
nications occur in today’s business world. It has many ad-
vantages, including:
•
Availability
– You can check your emails from almost
anywhere in the world. Most phones today are very
“smart” and can be linked to your business email ac-
count. You can also check emails from any computer
remotely. Unless you are on a deserted island or hik-
ing in the Amazon rainforests, you can receive emails.
•
Clarity
– Put it in writing and no one can say they
did not receive your message. They can re-visit what
you wrote to check back on the details and respond in
such a way that you know they got it.
•
Group Blasts
– You can reach everyone in your office
with one email. Create different group contact lists
and you will always be sure that you did not forget
someone.
•
Memos
– There are circumstances when it is best to put it
in writing in a form that can be displayed, filed or hung.
New policies, upcoming events and marketing materials
are examples of things best printed and distributed to staff
or hung on a central bulletin board.
•
Text Messages
– If you need to reach someone quickly,
texting can be the way to go. If they are unable to answer
the phone (at a funeral service, meeting with a family, etc.)
texting allows them to quietly look at the message and re-
spond. This is best used only to one person and not as a
group text, as no one wants to have their phone constantly
beeping with each person’s response.
•
Skype
– There are times when it is beneficial to commu-
nicate with a video chat service. Sales staff, especially, can
take advantage of this when working with out of town
families. Seeing a person allows for a connection that can-
not be made with just a faceless voice. You can also show
things to a person without having to email them attach-
ments of photos or figures. If you are dealing with some-
one in another country, this is a free service. You just have
to be sure that they are in your “group” and that they are
available at a set time to meet.
•
Free
al
low
r
Changing
Lives
Through
Laughter
popular) If you need to speak to a
locations, want to record the call or
have it accessible for those not on the call, then this is
the way to go. You can conduct trainings, meetings or
just talk with multiple people at once easily.
In a world where face to face contact is difficult, clar-
ity is key and information must be shared, it is impor-
tant for you and your staff to develop a system of com-
munication that is simple and effective. Guidelines and
boundaries must be set as to when they are expected to be
available, what format you prefer and expected response
time. However, in a world where technology changes dai-
ly, finding a way to be heard is essential, preventing errors
imperative and knowing what is going on at the office…
priceless.
Note: I prefer to communicate via email, so drop me a
line at Nancy@TheLaughAcademy.com and let me know
With certifications as a Laughter Leader, Funeral Celebrant, Grief
Services Provider and Grief Management Specialist, Nancy Weil is
uniquely qualified to bring new perspectives into how to best meet
the needs of the families you serve. A professional speaker, Nancy
travels the country bringing effective tools to reduce stress, combat
compassion fatigue and handle grief to companies, associations and
conferences large and small. With a passionate interest in the healing
qualities of laughter, she is known for her energetic, entertaining and
content rich programs.
As Director of Grief Support and Community Outreach at the
Catholic Cemeteries, Diocese of Buffalo, Nancy has developed the
most comprehensive aftercare program of any cemetery or funeral
home in the country. She consults with industry professionals in how
they can develop or grow their own grief support program in order
to maintain contact with the families they serve and develop stronger
relationships within their community. She is also available to conduct
staff trainings tailored to your specific needs.
Her book,
If Stress Doesn’t Kill You, Your Family Might
, is filled with
tools that work to reduce stress and find your “inner happy.” For
more information o
ur business
grow, visit her websit
y email at:
Nancy@TheLaughAc
Sullivan joined Holy Sepulchre Cemetery and As-
cension Garden as the chief financial officer in De-
cember of 2012, and has been credited with strength-
ening the organization’s ties to the community. In
March of 2014, she was named as the interim gen-
eral manager. Following a search conducted by the
executive committee of the board of trustees, she has
been appointed chief executive officer. Prior to join-
ing Holy Sepulchre, Sullivan held senior leadership
roles with Eastman Kodak, Harris Interactive, Asso-
ciation for the Blind and Visually Impaired-Good-
will and Paychex. Sullivan is active in the community
serving on numerous boards including the Mary Ca-
riola Children’s Center, Rochester Business Alliance
Small Business Council, Rochester Chapter of Finan-
cial Executives International, Rochester Institute of
Technology alumni association, and the University of
Rochester Simon School’s alumni association. She is
also a member of the Rochester Rotary organization,
Rochester Women’s Network, Women’s Executive
Network, and the International Association of Priva-
cy Professionals. Sullivan is a parishioner of St. Louis
Church in Pittsford, NY.
Drexel has been with Holy Sepulchre Cemetery and
Ascension Garden for just over 36 years, most recently
as the director of operations for both facilities. Under
Drexel’s supervision the Christ Our Light Mausole-
um came to fruition as well as the design, construc-
tion and the opening of Ascension Garden which is
located in Henrietta. Drexel is a Certified Catholic
Cemetery executive, and an officer with the
Catholic
Cemetery Conference,
a national Roman Catholic or-
ganization committed to cemetery advocacy and ed-
ucation, and is their current treasurer. Jack is a fac-
ulty member for the Catholic Cemetery Conference’s
School of Leadership. Additionally, Drexel is a mem-
ber of the
New York State Association of Cemeteries
and
a member of the Sons of the American Legion. Jack
is a parishioner at Holy Cross Church in Rochester,
NY, and is a member of numerous parish committees.
The Most
Reverend Salvatore R. Matano,
Bishop of
the Diocese of Rochester and Chair of the Holy Sep-
ulchre Cemetery Board of Trustees, commented “with
the promotions of. Sullivan and Drexel, I look forward
Holy Sepulchre Cemetery & Ascension Garden
Appointments
ROCHESTER,NY—
The board of trustees at
Holy
Sepulchre Cemetery and Ascension Garden
have
announced two senior appointments.
Lynn Sullivan
has been named as the organization’s chief executive
officer.
Jack Drexel,
formerly director of operations
has been promoted to director of project develop-
ment and parish cemetery consulting. Both positions
were effective August 1, 2014.