Dark, shadowy entryways; offices or personnel that are difficult to locate; furniture placement that doesn’t encourage conversation and a stiffness in furnishings plus a general lack of warmth is sometimes sadly evident as I call on funeral homes in my travels across the country. It is amazing how some facilities can appear so unwelcoming. Small ‘tweaks’ can make a huge difference in how welcomed we feel.
    Hospitality is not just having filled candy dishes, soft tissues, lovely music or extending your hand in greeting. By being a little creative, there are tangible ways to make guests feel at home without putting greater demands on your time or depleting your spirit or wearing out your staff. And, yes, the answer can be in the décor!
    Open the door to Schrader Funeral Home & Crematory, Ballwin, Missouri and feel welcomed into a beautiful atrium garden complete with fountain. Since the 1930’s, a hallmark of Schraders was an outdoor water feature – a pond stocked with koi and lily pads. In 1953 a new chapel was needed so an outdoor patio and fountain were added to replace the pond. Vice President Dennis Goethe explained, “During a 1990 Atrium Garden Entrance remodel, we made a dramatic decision to enclose the patio and fountain at the entrance. For easy access to the main level, which is a half story up, a wheelchair-accessible waterfall path connects the Atrium Garden with its domed skylight to the main level. The soothing sounds of a bubbling stream has a calming effect on visitors. Children especially love it.” These spaces not only provide respite but also offer a gentle alternative to stairs. Visit www.schrader.com for more photos.
    Mike Pastrick from Duffield and Pastrick Family Funeral Home, Coloma, Michigan turned a hobby into a welcoming attraction. His interest in tropical fish is evident in the 180 gallon saltwater fish tank with timed night/day lighting and 20 varieties of aquatic life. “If you watch them for a while, it’s fun to see the personalities of the fish emerge. Some are more aggressive; others are docile; and others seem completely unaware. Just like people!” he laughs. Bryan Duffield, co-owner, hears from families that this display provides a pleasant distraction from life’s realities. “It’s just one aspect that makes our families feel welcome. Returning visitors often head for the fish tank right after being greeted by our therapy dog, Seger. People tell us we’re ‘user-friendly,’” Bryan says with a smile. “On days when Seger isn’t here, we’re told that his gentle presence is missed.”
    The above-mentioned features are very inviting and soothing. Unless you, as a business owner, love gardening or taking care of fish or dogs, consider the following easy-to-accomplish, low-energy hospitality ideas.

• Offer valet parking for rainy days or for senior citizens or familes with young children.
• Invest in on-site strollers or Pack ‘N Plays for mourners with young children (especially helpful for out-of-towners).
• Convert part of the lobby (or other space) to a café seating area so folks can converse in relaxed yet intimate groups or for children to play board games.
• Keep small bottles of water available for guests.
• Provide a discrete phone or IPAD charging station.
• One-cup coffee dispensers or mini-Starbucks stand are gracious additions to lobby or consultation area.
• Incorporate a hospitality center in the consultation room complete with mini-refrigerator, microwave (coffee, tea, cup of soup, baby bottles or soft pretzels), cups, napkins, etc.
• Look for ways to conveniently accommodate purses, personal items, coats.
• Allow/invite/designate non-immediate family members or friends to greet visitors.
• When anticipating long lines, provide a one-sheet “life story” of the deceased which might detail quotes, hobbies, achievements and even a photo or two. Include history of your business or local area for added interest.

    Hospitality is all about a welcoming attitude. Of course, incorporating hobbies into your work will have untold benefits for families you serve and will serve to make you happy, too. (Refer to previous article on “Collections” in July issue). What brings you joy will likely spill over to your guests as a “Welcome-to-my-place-I-hope-you-enjoy-this-fish-tank/garden/collection/inviting-atmosphere /etc.-as-much-as-I-do!”
    We’ve all heard Maya Angelou’s quote. It’s a good one to remember: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
    We choose to go to and return to places where we feel most welcomed. A thoughtful, inviting environment is a warm invitation to linger and an invitation to return. Know that your décor can create that impression even before you extend your hand.