This Is What I Would Tell My Staff
Article originally appeared on Funeral Home Consulting
What happened to social etiquette?
You spend a couple of million dollars on a new building and you let the public be disappointed the moment they enter the door.
I visit a lot of funeral homes and the experience ranges from abysmal to glorious with a whole lot more on the abysmal side than the glorious side. We all know first impressions are everything.
So, here is what I would tell my staff:
- The lobby is not the employee lounge
- Stand when someone enters a room (stand, don’t struggle to get up)
- Look people in the eye
- Greet everyone
- introduce yourself
- ask if you can help them
- say good morning, good afternoon or good evening…not Hey, How ya’ doin’ or some other colloquialism
- offer to shake hands
- For frequent visitors like delivery and mail get to know their names and use them
- Wear your name tag where it can be seen
- Don’t slouch — stand up and sit up straight
- Be warm and approachable
- Offer them a cup of coffee or bottle of water
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