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NOVEMBER 2014
FUNERAL HOME & CEMETERY NEWS
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ICCFA Wide World of Sales Conference
Program Announced
NEWS
Association
CONTINUED
STERLING,VA—
The International Cem-
etery, Cremation and Funeral Associa-
tion
has announced the program sched-
ule and lineup for the 2015 Wide World of
Sales Conference that will be held January
14-16, 2015 at Bally’s/Paris Resorts and
Casinos in Las Vegas, NV.
On Thursday morning, keynote speak-
er
Anthony Iannarino
will share “Build-
ing Level 4 Value Creation.” Iannarino will
discuss how to evaluate the level of value
you are delivering and how to ensure that
interaction positions you as a thought lead-
er, an industry expert and seen as a valuable
partner to your client’s business.
On Friday morning, keynote speaker
Nan-
cy Friedman
will teach the language of sales
during her presentation “Sales Communica-
tion Skills A to Z.” Friedman, also known as
“The Telephone Doctor,” is an expert in cap-
turing and navigating the customer contact
from lead to sale and will share valuable in-
formation that will be useful for a lifetime.
There are also numerous breakout sessions
throughout the conference. Following are
lationship and an incredible preneed oppor-
tunity? Let
Dan Kientzel
guide you in the
direction of “Creating Wow Experiences,” to
help develop a plan that delivers a wow fac-
tor to every family. The plan includes every-
one who comes in contact with a family: sales
counselors, managers, your frontline person-
nel and funeral directors/cemeterians.
at-need, as a sales counselor or manager,
product and service sales, public relations and
marketing.
Founded in 1887, the International Cem-
etery, Cremation and Funeral Association is
the only international trade association rep-
resenting all segments of the cemetery, cre-
mation, funeral and memorialization profes-
sion. Its membership is composed of more
than 8,900 rooftop locations and 15,000
professionals in the cemetery, funeral home
and crematory industries, as well as supplier
and related businesses worldwide.
highlights of just a few ses-
sions that will be offered.
Join
Kevin Gaffney
and
Todd Carlson,
both with
Funeral Directors Life In-
surance Company
, for “I
Didn’t Know We Could
Do That!,” as they give you
a blueprint for never again
having a “standard” funeral
or burial on your property.
They’ll also share their per-
sonal stories of cases they ex-
perienced as funeral directors
that started off as a challenge,
but ended up with families
singing their praises.
Wake up and smell the
money that you could be
making by integrating tech-
nology into your market-
ing plan during “Tech Tock
Goes the Clock: A Technol-
ogy Breakfast Panel.” You
won’t want to miss this pan-
el on Friday morning, with
some of the greatest tech-
nology innovators in our
Debbie Budke,
Spring
Grove Cemetery & Arbo-
retum,
Cincinnati, OH;
Greg Young, Funeral In-
novations,
Des Moines, IA;
and
Mike Regina, Funeral
Decisions,
Hoboken, NJ.
Attendees will share their
stories of great “Service Re-
covery: Turning Bad Cus-
tomer Experiences Into
Great Word of Mouth” on
Thursday morning.
John
Bolton,
CCE, will moder-
ate this discussion of how
to recover from service fail-
ures while retaining the cus-
tomer and even enhancing
the experience the customer
would have otherwise had.
Good recovery has a posi-
tive impact on satisfaction,
recommendation intention,
word-of-mouth, loyalty, im-
age and trust.
Are you providing your
customers with exceptional
service that leaves them say-
ing “WOW!” and leaves you
with a strong, long-lasting re-