Are you illiterate?

January 5, 2012
Advertisement

Guest Article By: Coleen Ellis

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn and relearn.” Futurist, Alvin Toffler

So, are YOU going into the 21st century illiterate? Or worse yet, is your staff illiterate?

2012 is here. A time to step back, take a look at your business, and see where you and your team need to unlearn and relearn those areas that will truly allow you and your operation to rise above the competition in your market. Yes, it’s a time to re-tool your existing operations.

Advertisement

As business owners, we should never be too proud to say “we’re here.” We’ve arrived. “Our business is doing everything they can for our families and providing ALL of the services that they need and find valuable.” Family’s needs are constantly changing. Needs that they might not even know that they have but when you give it to them, it’s the best thing that could’ve been done.

Our world has moved beyond the “service economy” and is now well into the “experience economy.” Providing over-the-top service is still incredibly crucial to achieve satisfaction with families; providing an EXPERIENCE will get you a loyal family.

Don’t know where to start? Here are a few ideas:

1) Establish a small group of people that will become your 2012 Advisors. Hold quarterly meetings with this group and ASK them the questions regarding their needs and the needs of others like them.

2) Send out a survey to past families, asking them how your organization can better serve families.

3) Periodically get all of the local ministers together to get “voice of the clergy” within your organization.

4) Are there other services that you need to incorporate within your company, such as pets? Families are turning to YOU to create a meaningful death care experience for their loved ones. Don’t forget that “loved ones” for many may be defined with fur!

5) Does your preneed team need to unlearn and relearn their skills? With the smart, savvy shoppers of today, your sales team should only consist of “A” team players. Make sure they are trained and prepped to be just that.

6) Have a colleague secret shop your business to see how everyone from the receptionist to the door greeters respond to their needs.

Are you ready for the amazing opportunities that a new year brings? Are you ready to be the best that you can be?

Or will you allow yourself and your team to be considered one of the illiterate of the 21st century?

CDFuneralNews

CDFuneralNews

ConnectingDirectors.com is the leading online daily publication for funeral professionals with a reader base of over 45,000 of the most elite and forward-thinking professionals in the profession. With ConnectingDirectors.com we have created a global community through an online platform allowing funeral professionals to Stay Current. Stay Informed and Stay Elite.
CDFuneralNews
Advertisement

You may be interested

2 Business Visionaries Explain How to Sell Memorial Products
Cremation
224 views
Cremation
224 views

2 Business Visionaries Explain How to Sell Memorial Products

Justin Crowe - September 18, 2017

Last week, I got an unbelievable opportunity to speak with two modern business thought leaders about selling memorial products -…

NFDA Congratulates 2017 Best of the Best Award Recipients
Funeral Industry Press Releases
30 views
Funeral Industry Press Releases
30 views

NFDA Congratulates 2017 Best of the Best Award Recipients

CDFuneralNews - September 18, 2017

Brookfield, Wis. – The National Funeral Directors Association (NFDA) is pleased to announce that the following funeral homes have earned…

Life Celebration, Inc. Introduces A New Addition to Training and Development Team
Funeral Industry Press Releases
17 views
Funeral Industry Press Releases
17 views

Life Celebration, Inc. Introduces A New Addition to Training and Development Team

CDFuneralNews - September 18, 2017

North Wales, PA- With great excitement, Life Celebration, Inc. announces a new addition to their training and development team. Massachusetts-based,…

Comments