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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