One of the keys to a successful business has always been the personnel. Funeral Service is no different. In fact your staff are actually your sales team. Thinking of it this way helps you assemble the best team possible, knowing they are representing you! What makes a good salesman or woman? They’re friendly, outgoing, interested, usually individuals who have joined churches, civic groups or clubs and organizations. They are social, easy to talk with, cheerful. All of these qualities help set the tone for an environment that seeks to put visitors at ease.
Your staff should be identifiable, wearing attractive name tags. It’s professional to have your staff readily visible with their name prominently displayed. And some firms employ company colors, blazers in a certain color, or a tie or scarf that’s the same. I’ve been to funeral homes where everyone was wearing a charcoal suit and lapel pin, very professional and easily identified. If your look is more casual, nice golf shirts are appropriate, but the identifying pin or tag should be easily spotted. People need to know whom to talk to, if they have questions. It’s sometimes very intimidating to come into a strange building knowing only the deceased. Who is family? Who are the staff? And as to family, identification goes both ways. You can purchase inexpensive lapel pins or magnet pins to ID the family members. Or what about a flower or ribbon? Many times, the deceased was known to work friends, or club members that the family didn’t know. By helping identify the family members, visitors can more easily pay their respects.
During calling hours it’s nice to have staff float through the rooms, making themselves both visible and available. Seeing the involvement of staff also sets a tone of hospitality and concern. The staff can go a long way to making visitors feel welcome by asking open-ended questions, getting rid of “dead” silence which is often uncomfortable to people. Your staff can gain valuable information by being open and even chatty. Asking what associations or organizations they belong to, where they go to church, how long have they lived in the area, where did they grow up, etc. It’s rare that people don’t like to talk about themselves. It’s usually a favorite subject!
Be alert to possible personnel additions. Consistently mine your contacts and stay on the lookout for people who could become an asset to your firm. Remembering that your staff is your sales team will have you sourcing the best people to represent you and your firm. A warm body is not enough, a friendly voice on the phone is not enough. Our modern age challenges the traditions we’ve cherished, none more than in funeral service. Having an excellent staff brings the value of what you do to the forefront.