Businesses cannot grow without clear standards that employees understand and can follow. Standards that facilitate team approaches should be visible when your community is in your business.

  The following is a guide to ensure every interaction results in improved satisfaction, retention and loyalty: strive to make each ceremony of life the service of a lifetime! Our role is to memorialize the love, life and legacy of the individual being honored; each staff member must practice teamwork and intuitive service so the needs of our visitors are met; each staff member is empowered. When a visitor has a problem or special needs, the person approached should break away from his task, address and resolve the issue; each staff member is responsible for the highest levels of cleanliness. Everyone’s job title has custodian in it; whoever receives a complaint will own it, resolve it to the visitor’s satisfaction and document it; “Smile: We all are on stage!” Always maintain positive eye contact and use proper vocabulary with and around visitors; be an ambassador of our firm both inside and outside the workplace; be early for everything. Assume that visitors will arrive before the appointed time; use proper telephone etiquette. Answer within three rings and with a smile. Use the caller’s name when possible. When necessary ask, “May I put you on hold?” and wait for their response; look for things to do on your own initiative; take pride in your personal appearance. Everyone is responsible to convey a professional image with their clothing and grooming; each staff member is responsible for creating a safe, secure and accident-free environment for all staff and visitors; conserve energy, recycle when possible and maintain our place of work.

  The above standards are applicable to all business and, when followed by all, will benefit the firm, employees and community you serve. They don’t cost anything but will bring more benefits than paying for print, radio or TV advertising.