Technology in the Funeral Home

July-August 2014
Technology
in the Funeral Home
ALSO IN THIS ISSUE
Early Bird Registration Open for 96th Annual Meeting
Special Annual Meeting Session to Focus on Selling Value
Courtesy Card Statutes Expand Service Opportunities
Air Shipments Require Proper Preparation, Proactive Monitoring
Board of Directors
Lance C. Larkin, President
Salt Lake City, UT, Group 6
801-363-5781
[email protected]
July-August 2014
4ECHNOLOGYINTHE&UNERAL(OME
2
4
6
11
16
2
Ed Camp: Cloud-based Computing Opportunities
4
Courtney Gould Miller: Successful Funeral Home Blogging
6
Steven Crawford: Funeral Tech Includes Live Online Chat
Owen Sound, ON, Group 1
519-376-3710
[email protected]
R. Bradley Speaks, President-Elect
Independence, MO, Group 4
816-252-7900
[email protected]
James H. Busch, Secretary-Treasurer-Elect
Also in This Issue
Cleveland, OH, Group 2
216-741-7700
[email protected]
8
Ann Ciccarelli, Neil O’Connor Named to Selected Board
Mark T. Higgins
10
Early Bird Registration Open for 96th Annual Meeting
10
Schedule of Upcoming Selected Meetings
Durham, NC, Group 3
919-688-6387
[email protected]
11
Special Annual Meeting Session to Focus on Selling Value
J Mitchell
12
Sarah Pojanowski: Courtesy Card Statutes Expand Service,
Maryland Enacts New Transportation Legislation
Kilgore, TX, Group 5
903-984-2525
[email protected]
14
Family Follow-Up Survey Program Provides
2013 Summary
Adam B. Robinson Jr., Ex Officio
16
Frank Kaiser: Air Shipments Require Proper Preparation,
Proactive Monitoring
Pine Bluff, AR, Group 5
870-534-3131
[email protected]
17
Statistics Show Decrease in Funeral Home
Operating Costs
Executive Director
Our Membership
20
W. Bruce Tannahill, Secretary-Treasurer
20 MemberProfile:ChristyTaylorChaney
22
Remembering Our Colleagues
22
Member News
23
Educational Trust News
Our Preferred Partners
7
Messenger Stationery
8
Federated Insurance
19
Johnson Consulting Group
25
C&J Financial, LLC
25
Southland Medical Corporation
Back Cover
Robert J. Paterkiewicz
Deerfield,IL
1-800-323-4219
[email protected]
The Bulletin
Volume 97, Number 4
The Bulletin (ISSN 1533-7197)
is published bimonthly by
Selected Independent Funeral Homes,
500 Lake Cook Rd., Suite 205,
Deerfield,IL60015
PeriodicalpostagepaidatDeerfield,IL.
Toll-Free: 1-800-323-4219
Local: 847-236-9401
Fax: 847-236-9968
Live Oak Bank
POSTMASTER: Send address changes to:
The Bulletin, Selected Independent Funeral
Homes, 500 Lake Cook Rd.,
Suite205,Deerfield,IL60015.
selectedfuneralhomes.org
©2014 Selected Independent Funeral Homes
Contributions relative to the funeral service
profession and to the activities of the
members of this organization are solicited.
Address all correspondence
to the above address or to
[email protected].
9!D!$A!X#MC!e9
Using Technology to Improve Your Business
and Enhance Its Services to Families
By Rob Paterkiewicz, Executive Director
How would you rate your knowledge of technology?
For our purposes here, let’s agree that the word
technology includes the gamut of hardware,
connectivity, social media, etc. I get a kick out of those
who claim they are tech-challenged or know very little
about it. Ironically, the smartphone they are talking on
gives them functionality and data access that wasn’t
available anywhere in the world just ten years ago!
I suppose that’s a key aspect of today’s technological
tools—they are built for us to use with ease and
without the need for special knowledge.
discussion groups—at forums.selectedfuneralhomes.
org. We are eager to hear your own innovations and
uses of technology to drive your business forward.
Consumer Campaign Update
The consumer-education program, Have the Talk of
a Lifetime, launched by the Funeral and Memorial
Information Council (FAMIC), is gaining significant
exposure. In addition to the many funeral homes
using the materials and connecting families to the
helpful resources at talkofalifetime.org, an extensive
digital marketing campaign is underway producing
some powerful results.
In running your business though, decisions
have to be made on what tools to use and how.
It can be daunting to consider all the technology
available today, to say nothing of what will come in
the near future. It’s easy to be too conservative or
to focus on new innovations and neglect important
fundamentals. There’s a balance you must achieve
in keeping your eye on the business and on what
lies ahead.
There are important questions you should
be asking about your firm. Are we taking active
steps to harness the many uses of technology? Are
we properly budgeting for innovation? Are we
paying attention to our fundamental services while
blending in new offerings that our families want?
Technology impacts our lives in ways we don’t even
realize. It influences our decisions, our experiences,
our friends and our customers.
As you spend time reading this issue of
The Bulletin, consider the advances your firm has
made in the use of technology and also consider where
improvements should be made. You’ll find a wealth
of ideas and instruction in this issue on such things
as leveraging Cloud-based services [Page 2], enhancing
your community outreach through blogging [Page 4]
and expanding your website with live chat service
[Page 6]. I invite you to share your thoughts with
each other in The Forum at Selected—our electronic
In a little more than two months, the Have the
Talk digital banner ad has appeared online 15 million
times, resulting in over 15,000 total clicks from web
users! We have two more months scheduled and are
expecting even stronger results.
Make sure your firm is sharing this important
message with all you serve and communicate with.
There always are new tools and resources available
for your firm to use at famic.org/campaign. Contact
Headquarters for the username and password to
access the private area and for more information.
1
<LG!IED#=48!#A!$=
Cloud-based Computing Offers New Opportunities
and Resources for All Funeral Homes
Ed Camp of Solex Technology
Group, St. Charles, MO, spoke to
members of Selected at the recent
Spring Management Summit in
St. Charles. Solex provides
solutions for integrated IT and
communication optimization.
Ed spoke to the Summit audience
about Cloud-based opportunities
for funeral homes.
Can you give us an overview
of your Summit presentation?
“I provided a definition of the
Cloud. It’s a word people hear a
lot these days, but they may not
understand what it really is or how
it can be of use to them. The basic
idea of the Cloud has been around
for decades. In its simplest form,
the term refers to any application
or service you use remotely via the
Internet—whether you’re accessing
a stored document or running
an application program. It’s the
modern evolution of computer
hosting, but with a wider range of
product offerings and service levels.
“Then I explained some of the
key products and services available
within the Cloud environment that
funeral homes can readily utilize to
their benefit and show an excellent
return on investment.”
What are the benefits?
“The biggest advantage is the
Cloud’s enterprise-level security,
applications and services. Typically,
a small business wouldn’t otherwise
be able to afford all the benefits it
can get from the Cloud. The Cloud’s
low, fixed cost means business
owners don’t have to worry about
expensive upgrades every few years.
“Support is another major
benefit. For example, clients
of Microsoft Office 365 receive
free, 24/7 support. That means a
company’s IT person can focus on
more proactive measures rather
than having to constantly react
to issues.”
How secure is Cloud-based
computing?
“There still is a lot of
misinformation out there about
2
Cloud security. When people
hear about large companies like
Target being hit by cybercrime, the
immediate assumption is that the
Cloud and the Internet are unsafe.
“However, when you use a
typical, Cloud-based service such
as Office 365, you have a team of
security experts working day and
night to ensure that the servers
and applications—and most
importantly, your data—are secure.
Microsoft serves major companies
like Toyota, Hyatt and J.C. Penney
which use the same platform as
your funeral home would. You get
enterprise-level security and a team
of security specialists providing the
very latest security features.
“Another consideration is
redundancy and backup. Most
Cloud providers have multiple
data centers. So, if a natural
disaster were to impact two
servers in the United States,
there might still be seven or eight
other servers around the world
protecting your information.”
How should funeral home
owners approach moving
to the Cloud?
“It’s important to understand
that the Cloud is just one aspect
of their infrastructure. They
should look at IT as a whole. I
always recommend that owners
and managers first identify their
company’s needs and the software
applications they want to use.
They should create an inventory to
determine which aspects of their
technology need to be enhanced,
merged or eliminated. Then, they
can put a game plan together to
accomplish their goals.
“Most people tend to be
reactionary. If something goes
wrong, they go out and purchase a
new piece of hardware or software
to solve a specific issue. This
can quickly become piecemeal.
Instead, a holistic approach
is needed. Only then can you
determine if software packages are
overlapping or if some hardware
devices are redundant—causing
more problems than benefits.
“Cloud-based or unified systems
can enhance an organization’s
efficiency, dramatically reduce
its cost and increase overall
performance. And you don’t
have to worry about application
software becoming outdated.
Usually, when a new version
comes out, you have the choice
of moving to it immediately
or waiting a little bit. A typical
subscription to Office 365 Small
Business Edition is $12.50 per
user per month. With this, you get
five copies of the latest version of
Office Professional. That’s more
than $2,500 worth of software you
can access at the funeral home or
from a laptop, smartphone
or tablet.
“Cloud-based technology benefits smaller firms
even more than the larger ones, because it allows
them to get all the advantages that, before, only
the bigger companies could afford.”
“Another nice thing is, you
don’t have to worry about having
a particular device or brand, as
Cloud-based applications can
pretty much run on anything—
Windows, Apple, Android, etc.
This is what the world is moving
to and what’s driving the Cloud—
being able to access information
on whatever major hardware
platform you choose to use.
“Last year alone, Microsoft
invested some $8.6 billion in
Cloud technology—almost
90 percent of its research and
development budget. Major
companies like Microsoft and
Apple know they are going to have
to become universal when it comes
to platform support or they are
going to lose market share. And
that’s what’s really driving all this.”
What kind of work
have you done for Baue’s?
“At first, they just wanted to
update their audiovisual system.
But I explained that instead of
doing bits and pieces as an issue
arises, they needed to identify
their needs as a whole and express
them to vendors, rather than
having each vendor guess and
come up with their own solution.
I explained that a unified system is
going to be easier to support and
manage. And utilizing the Cloud
would give them more flexibility
for adding additional services, if
they choose, in the future.
“We’ve created an audiovisual
system that allows our clients to
control everything through an
iPad, and it greatly simplifies the
AV side of funeral services. In most
funeral homes, you typically have
one or more racks of various kinds
of equipment, not all of which
may be designed to work together.
Typically, funeral directors have to
go into the closet and adjust the
settings for all the different devices.
“We’ve simplified that, using an
industry-recognized product, and
then we customize it depending
on the client’s needs. They are
able to access music, video and
picture files via the Internet and
from the Cloud—either from the
touchscreen of a tablet device or
from a simplified wall switch with
specific buttons to control actions.
Concludes on page 9
Ed Camp explains audio-visual control systems
to Spring Management Summit participants.
3
<LG!IED#=48!#A!$=
Planning Ahead and Choosing the Right Team
are Keys to Successful Funeral Home Blogging
Courtney Gould Miller is a practicing attorney
and litigator in Los Angeles, CA, specializing in
international business law. She is an avid blogger who
writes about China and Chinese law at chinafulblog.
com, and serves as a consultant on blogging and
social media for her parents’ deathcare marketing
firm, MKJ Marketing. She was a featured speaker at
this year’s Spring Management Summit in St. Charles,
MO. We followed up with Courtney to get feedback
about her session on blogging for funeral service.
How did Summit participants
respond to your presentation?
“I found that people had a strong understanding of the
reasons for blogging—why it’s worth their time and
investment for their business. So I was able to focus on
how they can leverage their resources
and staff to blog most efficiently,
develop a community of readers and
give families a reason to choose their
firm. Many of the firms already have
blogs, so we had a very interesting
dialogue, sharing the challenges we
face as well as new ideas for creating
Courtney Gould Miller
content and attracting followers.
“How to get more followers is the fundamental
question in blogging and social media, so we discussed
various approaches. Lisa Baue of Baue Funeral Homes,
Crematory, & Cemetery in St. Charles, MO, shared that
her firm donates a dollar to a local charity for every Like
it receives on Facebook. She said it’s been incredibly
successful, and I think it’s a great way to not only build
followers but also build recognition of your funeral
home within your community.”
What other points were of most interest
to participants?
“I received a lot of questions about outsourcing—
trusting others, whether inside or outside your firm,
to help with maintaining your blog. Should you hire
a college student or part-time intern to manage your
blog and social media? That’s certainly an option, but
I don’t recommend it. If you outsource to someone
who is not experienced in the profession, understands
4
the tone of your business and can write in your ‘voice;’
they cannot create appropriate content, and that can
lead to problems.
“Summit participants actually shared some of their
own experiences where they trusted someone with
limited knowledge. The resulting content was
off-tone. Of course, in the funeral service profession,
it’s incredibly important to have the right tone in what
you are sharing with your community. Another topic
we discussed in depth in the session was ‘voice’—
finding the style of writing for your blog that fits you
and your brand.
“Summit participants were very interested in
learning my tips on working with social media
outsourcing. I recently did a major update and facelift
to my blog, and I worked with MKJ Marketing’s team
to manage social media for me. In order for a Twitter
presence to be successful, you need to be posting to
it at least eight to ten times a day. As a lawyer, I don’t
have time to do that. So it’s been really great having a
community manager from MKJ handle social media
for me on a daily basis. Plus, I’ve seen a dramatic
increase in my Facebook and Twitter followers—about
a 500-percent increase, in fact! I now have many more
Likes and more interaction with people responding to
the unique content we post. All of this translates into
more blog readers.
“To use outsourcing successfully, you need to work
with your social media team or community manager
in a collaborative way, to ensure that the tone of your
posts is correct. At first, you’ll need to check and adjust
content before it goes out. And it’s important to show
where you have made adjustments to match your voice.
If you have previous material you have written, use it
as a benchmark to show what is appropriate. After that,
you can begin turning more responsibility over, and the
process becomes seamless. It’s just a matter of putting
the work in up front, so everyone is on the same page
with execution and goals.
“There are areas, however, that any outsourced
agent should stay away from. For me, I do not let my
community manager write anything about the law,
because I need to take personal responsibility for
making sure that content is accurate. For a funeral
home, it might be funding options or Funeral Rule
compliance that needs to be handled by a licensed
funeral director.”
Did you share other best practices
at the Summit?
“Y for example, one of the areas in which
“Yes,
business blogs often struggle is being consistent.
People who blog for a living may be able to post
one or two times a day, but that’s not feasible for us
who are blogging to support our primary profession.
But the more you can blog the better, so setting up
procedures and a posting calendar are crucial. You
can assign different staff members to post on different
days, so you can get content out on a regular basis.
“People new to blogging feel they need to post
immediately, but it’s much better to schedule your
immediately
posts for certain days. For example, I only post on
Mondays, Wednesdays or Fridays. That doesn’t mean
that I post on each of those days every week, but I
don’t post on Tuesdays, Thursdays or the weekend.
This kind of schedule helps develop a relationship
with your readers, so they know when to expect new
content from you. It builds trust with them and also
allows you to better manage your time.
“The blogging platform I use is W
WordPress, and it
makes it easy to schedule posts. So, even if you have
time on a Saturday night to write a blog post, don’t
put it out at that time, because you’re not going to
get many readers. Save it for your normal post date.
Weekday mornings are a great time to publish a blog.
But again, it’s essential to blog on a regular basis, even
if it’s only twice a month.
“Another best practice is planning ahead. Even
though a blog is meant to be informal, it can’t be
managed in a random fashion. Funeral directors
should be busy taking care of families, so the process
of connecting with their community through blogging
should be as easy as possible for them. This means
utilizing all the resources available. If there are people
on staff who have a knack for photography or are good
writers or understand the tech side of things; entrust
them with certain responsibilities, so the team shares
the effort and helps make blogging an efficient process.
“If someone on staf
staff has the aptitude for blogging
but not all the information or skills, there is plenty of
training and assistance available. I provided resources
at the back of my presentation handout that lists
books, articles and other blogs that can help people
learn more [Available at selectedfuneralhomes.
And, if
Selected members have further
questions, they should feel free
to reach out to me for assistance
by contacting MKJ Marketing,
mkjmarketing.com.”
org/past-summit-materials].
How did the update to your own blog go?
“Really well! I’ve been getting a lot of great
comments from readers. The entire blog got a facelift,
and all the graphics and functionality were updated.
We added an email and social media subscription tab
on each page to make it very easy for people to follow
my blog and receive updates. We’ve gotten many
new readers from that. We also added listings on the
side of each blog post that suggest additional, related
things the reader might be interested in. It’s been well
received. It draws readers further into the blog and
creates more of a relationship with them.
“My previous blogging platform was Squarespace.
If you want to do your blog entirely in-house, without
the help of a graphic designer or web developer, I
recommend Squarespace, because it’s very user-friendly.
When I first started, I knew nothing about blogging,
so I learned it from the ground up, and this platform
worked well for me. But now I have taken the next step
with WordPress and MKJ’s design team. The old blog
looked fine, but when you compare it with the new
one, as I did during the presentation, there really is
no comparison. It looks fantastic, and I am excited to
continue growing my readership as a result.”
Any final thoughts?
“One of the most important things to understand
about blogging is how it can support all aspects of your
business and everything in your business can feed to
your blog. A business blog can grow your presence in
the community and your rankings on the web, improve
your marketing efforts and help you serve families with
constant, top quality information.
“At the same time, positive feedback you receive
from families and press that comes your way can be
used to bring more attention to your blog. In fact,
I’ll take this opportunity to encourage Selected’s
members to subscribe to my blog for weekly insights on
everything you’d like to know about China. I have to
practice what I preach!”
5
<LG!IED#=48!#A!$=
Using Technology to Create New Front Doors
By Steven Crawford,
Directors’ Choice
There are very few, if any, sectors
of society where first impressions
are more important than in the
funeral profession. Funeral homes
want to convey
expertise,
empathy and
compassion
as the first
and lasting
impression of
their funeral
Steven Crawford
homes. Owners,
managers and funeral directors
all continue to strive to exceed
expectations on appearance,
customer service levels and
first impressions.
It was not that very long ago
that a nicely decorated building
and a professional, caring staff
was enough to give a favorable
first impression. But as society
has evolved with technology and
challenging economic times, there
are many more “doorways” into
your funeral home that represent
the professional and caring first
impression that you want to
convey to the public.
There is a lot to consider in 2014
when it comes to marketing your
funeral home. Everyone strives to
put the best foot forward when
someone comes through the front
door. We just have to remember
that the “front door” now includes
your answering service, your social
media and your website. Every one
of these “doors” needs to represent
6
the image and reputation that you
have worked hard to build and you
need make sure that they
are well maintained.
Answering Service. You need
to ensure your answering service
is representing you well. Many
callers have never had to call a
funeral home before and are not
sure what to expect. The person
answering your phone is your
funeral home to the caller, whether
it is your in-house staff or the
after-hours service.
Many answering services allow
their clients to monitor recordings
of their calls. But, have you ever
monitored your
in-house staff
to see if they
meet the same
standards? A tried
and true business
practice is to inspect what you
expect. Try making a mock call to
your answering service or to your
in house staff. Watch, listen and
encourage your staff as they interact
with your families. It is much easier
to take a proactive approach to
your image and reputation than it
is to react to a bad review from a
family that you served.
Social media rapidly is
becoming an important door
to your funeral home. It is
astonishing how Facebook,
Twitter, Google+ and others are
becoming part of our everyday
language. Are you learning the
many ways you can reach families
and future clients by using these
new tools? Again, you need to
!"#$%#"
!"#&#""#'(!)"*+#"
make sure that these portals are
truly representing your funeral
home’s image.
Website. The funeral home’s
website is another door into your
funeral home. Ask your families
what they think of it. Is it user
friendly? Is it informative? Does
it project the image that you
want your business to have to
the families that you serve and to
your community? There are now
consumers who research your
firm online before picking up
the phone or coming to see you.
Websites are continually evolving
as well. Consumers can now start
their preplanning online.
Live Online Chat. Another part
of the online evolution is live chat
on your website that
can capture
a price shopper
or even take
first-call
information.
Who would ever have
thought that a first-call would
be taken via a chat function? In
today’s mobile and instant society
of smartphones, tablets and web
surfing, we all need to keep up. I
can recall stories of families going
to the funeral home to report a
death. Now they can “chat” the
information and expect the same
level of customer service as they
would receive in person.
Directors’ Choice is the first
funeral home-specific answering
service to provide the web chat
feature exclusively to its clients.
Dealing with both urgent and
non-urgent calls constantly, our
agents have a naturally empathetic
manner of communication with all
varieties of customers, particularly
prospective client families.
Given the years of experience
of all our agents, there is no
question that this passion can
be conveyed regardless of the
method of communication. I
personally have seen this develop,
and live chat is fast becoming
a tool that the general public
is looking for, whether it is for
genealogy research, sending
flowers or reporting a death.
Live chat is a cost-effective way
to instantly look after inquiries.
Questions can be answered in
real time, giving customers a
sense of being taken care of rather
than forcing them to pick up the
phone, visit the location or try to
locate the answer themselves on
the Internet, if the answer is even
there. Live chat is more effective
than e-mail, as the customer does
not have to wait an uncertain
amount of time for a response;
they have a virtual representative
assisting them immediately. Most
chat services are only available
during business hours. Others, like
ours, are available 24/7. The chats
are even recorded and emailed to
your phone or computer.
This profession has seen some
exponential changes over the
past few years, but what will the
future bring? We cannot lose
sight of the basics of customer
service; the customer still wants
to feel looked after. You can have
all of the technology and gadgets
available and still fall short if they
do not reflect your commitment
to excellent customer care. Your
first impression at the “front
door” should always show your
commitment to your families and
that you can look after them in
their time of need.
Steven Crawford has worked
with Directors’ Choice, the
award-winning funeral industry
answering service, for 15 years
as customer service supervisor,
training manager, recruiting
manager and in the marketing
department. Directors’ Choice,
dchoice.com, is a Selected Premier
Partner and can be contacted at
1-888-920-1900.
!""#$%&'()#*+,-(+%*$*#./+0#12$#
'34-$&#!""#51+/$#+/#6++7($#8(%)9
800.827.5151
www.messengerstationery.com
!"#$#%&#'()%*+*,%
7
Ciccarelli and O’Connor Named to Board of Directors
Ann Ciccarelli and Neil O’Connor have been selected
to serve on the association’s Board of Directors. They
will officially join the Board during an installation
ceremony at the 96th Annual Meeting later this year
in Philadelphia, PA.
Ann Ciccarelli will be the new
Group 1 representative. She is
Corporate Clerk/Secretary of
Bisbee-Porcella Funeral Homes,
Saugus, MA.
“I would like to give back to
the organization that has given me
Ann Ciccarelli
so much,” Ann said. “My parents’
encouragement of constant education
allowed me to participate in Selected meetings which
provided a stable foundation and the knowledge that I
always would have support from my Selected family in
whatever I tackled.
“Through my service on the Board, I hope I can help
guide the profession toward a more enhanced direction.
With the ever-presence of the news media and social
media, I believe the profession is not being given the
proper respect. It is my hope that Selected’s position in
this ever-changing world can elevate
the level of esteem.”
Neil O’Connor is President/CEO
of O’Connor Mortuary, Laguna Hills,
CA. He will represent Group 6 on
the Selected Board.
“Being a member has been
Neil O’Connor
pivotal in my overall experience and
growth. Because of Selected, I have great resources at
my fingertips and the ability to share best practices
and critical issues with the best of the best.
“As a Board Member, I will focus on programs
that will aid fellow members in strengthening the
following aspects of their firms: organizational health,
succession planning, five-star hospitality, marketing
and ceremonies.”
The Selected Board of Directors includes
President Lance Larkin, Group 6; Secretary-Treasurer
Bruce Tannahill, Group 1; President-Elect
Brad Speaks, Group 4; Secretary-Treasurer-Elect
Jim Busch, Group 2; Mark Higgins, Group 3;
J Mitchell, Group 5; and Ex Officio Adam Robinson Jr.
www.federatedinsurance.com
Federated Mutual IOTVSBODF$PNQBOZr'FEFSBUFE4FSWJDFInsurance Companyr'FEFSBUFE-JGFInsurance Company
Owatonna, Minnesota 55060 | Phone 507.455.5200 | www.federatedinsurance.com
*Not licensed in the states of NH, NJ, RI, and VT. © 2014 Federated Mutual Insurance Company
8
Ed Camp, from page 3
“For example, at Baue, a typical
scenario is playing a memorial
video. In the past, they would have
to go through the steps of dimming
the lights, stopping the background
music and then playing the video
and adjusting the volume. We’ve
put all that into one button that
uses preset standards. But they can
also adjust any setting on the fly.
“They also now have the ability
for their client families to send
content via the Internet through
either an email attachment or a
link to an upload folder. So, If a
family forgets to bring in a favorite
song or picture, it can be uploaded
to Baue’s system and on the display
screens within minutes.
“In listening to the Baue staf
staff,
we learned they often receive
pictures and videos in formats that
were not compatible with their
old system. Uploading files to the
Cloud removes the requirement of
using only certain file formats. They
can now control all that, change
formats, merge items and create
playlists without the tedious steps.
“Social media and electronic
communication are becoming
the foundation for connecting
with people, especially among the
younger generations. I foresee an
increase in the number of people
attending funeral services via the
web. This is particularly helpful
for out-of-town family and friends,
for military personnel stationed
overseas and for the elderly who
can’t travel. We have to be prepared
to offer these types of services,
because they will become the norm
in just a few years.”
Is Cloud-based technology
feasible for smaller firms?
“Actually I think it benefits
“Actually,
smaller firms even more than
the larger ones,
because it allows
them to get all
the advantages
that, before,
only the bigger
companies could afford. Although
the return on investment can vary
depending upon the size of the
company, smaller firms can get
a number of enhancements they
normally couldn’t receive because
their old infrastructure wouldn’t
support them.
“At Baue, we sat down and
looked at all their applications
before putting together a game
plan. They had a few legacy
applications that were running on
old hardware with old operating
systems. But the programs
were important to them, so we
moved them to a Cloud-based
environment, so they are still
available to use. Other services
were effectively merged. We
looked at everything from their
Internet connection to all the ways
they would access the Cloud.
The result was a considerable
annual savings!”
What was the response
to your presentation from
Selected members?
What surprised me was that
everyone had questions, and they
were specific questions. Participants
were very inquisitive. They wanted
to know the details of how Cloud
access could be applied to their
businesses. There was a wide range
of questions, and I think it sparked
a lot of interest overall. The Cloud
is something most people just
haven’t had time to focus on, or
they feel they should wait because
they assume it’s either extremely
expensive or very difficult.
But those concerns have been
addressed with helpful migration
tools and different paths that can
be utilized to get a business moving
over to the Cloud very easily.”
What best practices
can you share about moving
to the Cloud?
“One of the most important
things is timing. Every company
goes through a cycle of purchasing
and replacing IT assets. The best
time to move to the Cloud is right
before a major investment in
software or hardware is required.
Baue was at that point. They were
getting ready to update Microsoft
Office. With the number of users
they have, they were looking at
about $40,000 worth of software.
We were able to effectively eliminate
that capital expenditure by moving
them to the Cloud and switching to
a monthly subscription. Plus, they
were getting ready to purchase new
servers, and there were a lot of other
things coming in the near future, so
the timing was perfect for them.
“When it comes to the
purchasing process, firms always
should get bids from at least three
sources. There are a lot of options
available, but typically one or
two will favor your particular
environment. And be sure to
consider the support options
available. Do vendors offer support
on the weekends? Also, owners
and managers should seek input
from the people who will actually
be using the technology. Key
staff should be present during
discussions, because they will
likely know the nuances of the
firm’s actual needs. They can
bring a lot of information to the
table that can help streamline the
purchasing process.”
Solex Technology Group,
solextech.com, can be contacted
at 314-781-6700.
9
!XL$EAC4GED#NI47IE89
LN$48CG7#8!!ACG79
Early Bird Registration
Now Available for Selected’s
96th Annual Meeting
Visit selectedfuneralhomes.org/events-calendar
for the latest listings.
Selected members will come together in the great
American city of Philadelphia, PA, September 17-20,
for the 96th Annual Meeting. Hotel reservations at the
Hyatt Regency Philadelphia
at Penn’s Landing must be
made by August 15, 2014.
Visit selectedfuneral
homes.org/annual-meeting
for full details. Early bird
meeting registration is
now open.
Selected’s Annual
Meeting is the premier
gathering of the best
and brightest funeral
professionals and offers a
wide variety of compelling
reasons to attend:
• Connect with your fellow members.
• Learn from dynamic speakers.
• Recharge your batteries.
• Obtain continuing education credit.
• Access members-only functions and activities.
• Discover fresh perspective.
• Explore the history and culture of Philadelphia.
The Selected Leadership Academy honored its first graduating
class during the Leadership Conference held April 28-30 in
St. Charles, MO. The conference featured training facilitated by
Marguerite Ham, Academy Dean, as well as inspiring capstone
presentations prepared by the graduating class.
10
September 17-20
96th Annual Meeting, Philadelphia, PA
November 5
Group 2 Roundtable, St. Joseph, MI
November 13
Group 2 Roundtable, Coraopolis, PA
November 18
European Autumn Meeting, (TBD)
2015
January 25-29
NextGen Seminar, Lahaina, Maui, Hawaii
June 27-30
European Conference, Plymouth, England
Spring Management Summit
Delivered Education, Valuable
Take-Aways and Member Networking
Nearly 80 members participated in the Spring
Management Summit held April 30-May 2 in
St. Charles, MO. In addition to engaging educational
sessions, members enjoyed a tour of local Selected
member firm, Baue Funeral Homes, Crematory and
Cemetery, as well as connecting with colleagues.
!XL$EAC4GED#NI47IE89
Special Annual Meeting Session To Focus on Selling Value
Don Hutson is CEO of
U.S. Learning, Inc. and an expert
on achieving success through
selling value. An acclaimed
speaker and author, he will
present a two-hour session at
the upcoming Annual Meeting in
Philadelphia. He recently spoke to
The Bulletin about his philosophy
on selling value instead of cutting
price, and he offered a glimpse
into what we will share with
Selected members in September.
How can funeral directors
better sell the value of
their services?
“In order to sell value instead
of cutting price, funeral directors
must know how to talk with great
expertise about the benefits of
each offering. I will give some
illustrations of how this can best
be done. But a very key point is
that everyone selling a product,
service or idea today needs to have
one basic understanding, which
unfortunately is often overlooked;
They need to understand how each
individual customer defines value.
We no longer live in a one-size-fitsall world. People today expect that
major purchases, such as funeral
services, will be tailored to their
particular needs.
“There are a couple of factors
that can help the funeral director be
successful at this. The first is, don’t
ever suggest a solution without first
asking some really good questions.
We’re trying to figure out what the
client families’ priorities are—what
they most want and need. Knowing
this puts us in a better position to
make recommendations that will be
understood and accepted.
“I feel that asking the right
questions is one of the most
important things
funeral directors
can do. So many
salespeople don’t
ask enough
questions, or
when they do,
they are not
Don Hutson
well-worded
questions. So one of our goals
always should be to ask great,
well-thought-out questions. This,
in itself, can help keep us ahead of
the competition.
“I love the phrase, In selling,
as in medicine, prescription before
diagnosis is malpractice. If we are
not asking questions, we’re not
performing due diligence in terms
diagnosis. A lot of sales people just
sell the products they like the best
or like to sell. It might not be a
good fit for the customer. But if we
do a good job of asking questions
and prescribing a solution that we
feel is on target for a particular
customer, we’re going to have
greater success and enjoy a higher
level of trust in our relationships
with client families.
“The old sales model is that
the salesperson does most of the
talking, gives their pitch, handles
customer objections, closes the
deal and moves on to the next
sale. That is not the way to sell
today. In fact, we should not give
pitches but, rather, presentations.
But if we are doing it right, we
never give a presentation before
we’ve done our needs analysis,
because the information we gather
is going to largely determine
what’s in our presentation.
“Today’s consumers do not want
to be preached to or talked at;
they want to be consulted with.
So it’s our job to make the family
feel important and really listen
to what they tell us, as we gather
information. I don’t like the term
‘close the deal’, because we are not
closing anything; we’re actually
opening a new relationship. We’ve
confirmed the fact that we are now
doing business with this family
and serving them as honored
clients. With this approach, they
ultimately become advocates for
our funeral home and help us
maintain a positive reputation
in the community, where word
travels fast.”
What other concepts
will you present?
“I usually begin with mastering
the mind game. This includes
everything from a funeral director’s
attitude, motivation, determination
and code of excellence—all the
things they need to be thinking
about as they prepare to meet with
a family. Success really begins in
the heart and mind of the sales
professional. If our heart is not
right, we risk being manipulative
and self-serving. If our mind’s not
right, we’re going to be vulnerable
to rejection, negative input and
all the other things that can throw
us off the track. We need to be
possibility thinkers who look for
what’s right rather than what’s
wrong in every situation. That’s
what enables us to provide solid,
positive solutions that customers
will recognize and accept.
Concludes on page 13
11
D!7ED#N!I9N!$ACM!
Courtesy Card Statutes Expand Funeral Homes’
Ability to Practice to Neighboring States
By Sarah Pojanowski
General Counsel, Selected Independent Funeral Homes
A number of states, most in the Midwest but expanding
throughout the country, have passed laws permitting
funeral directors or funeral homes in neighboring states
to obtain courtesy card licenses upon payment of a
small fee, usually in the range of $100-200 per year.
These licenses typically allow funeral directors
licensed in one state to conduct removals, oversee
funeral ceremonies and engage in certain activities
such as filing death certificates in a neighboring state.
Most of these statutes preclude the funeral director
from full practice within the state. For example, all
prohibit embalming activity.
These new programs offer funeral directors an
exciting new opportunity to expand the reach of their
businesses into neighboring regions without becoming
fully licensed in those states. Sometimes a firm might
not do enough business in a neighboring state to
justify becoming fully licensed. But with this program,
they can now expand into those markets, giving
consumers new options and enabling firms to build
their businesses outside their state lines.
This is particularly true in courtesy card states
where funeral directors are now permitted to do most
activities except embalming and preparation. For
funeral homes without a brick and mortar location in
the neighboring state, the courtesy card program offers
huge opportunities for growth.
At the same time, these courtesy card programs
come with some risks. One is the potential of
increased state enforcement efforts. It is important
to make sure that if your business operates near a
neighboring state that you obtain the appropriate
licensure and keep it up to date.
Many of these courtesy card programs operate
on a per-funeral-director basis instead of a
per-funeral-home basis. As a result, it might make
financial sense to designate point persons on your
team to serve as the funeral directors who handle
12
calls to those states, so that you do not need to pay to
obtain courtesy card licenses for every funeral director
on your staff, which might prove cost-prohibitive.
If you choose this route, however, it will raise
scheduling issues to make sure that a funeral director
with the proper licensing will be available to take
calls at all times. It will be important to make sure
that your staff is trained to identify when a courtesycard-holding funeral director is needed to attend to
a removal or service and that proper protocols are in
place to ensure calls are always handled by directors
with the appropriate licensing.
I have put together a spreadsheet identifying states
with current courtesy card laws as well as a brief
summary of the requirements of the laws of each state.
To check whether this program is available in states
close to you, you can download the spreadsheet at
selectedfuneralhomes.org/courtesy-card-laws.
If you have any questions about these programs,
feel free to contact me at 1-800-323-4219 or
[email protected].
Regulation of Mortuary Transport
Services On the Rise
In 2013, Maryland adopted new regulations for
mortuary transport services in the state, MD Health
Occ. Code § 7-602 (2013). The new regulations require
mortuary transport services to obtain a special permit
and license for each registered transporter used to
transport human remains.
The regulations exempt funeral homes and their
vehicles, on grounds that funeral homes, including their
employees conducting removals, are regulated by the
Maryland Morticians Act. Cemeteries are also excluded
from the regulations as they are likewise already
regulated by the state.
Florida also regulates removal services separate
from funeral homes. Under Title XXXIII, Part 3,
Section 497.385, the Sunshine State requires mortuary
Concludes on next page
Don Hutson from page 13
“I’ll also provide an in-depth
section on differentiation. I love
to ask people how their firm is
different from or better than the
competition. If they stammer or
give me a weak response, I know
they are in trouble; because they
do not have a confident marketing
stance from which to communicate
with prospective clients.
“Most people think there are
only two types of differentiation—
product and price. But my
model actually has seven types of
differentiation. I will discuss each
of them and will show how to use
them—how to go to market in a
manner that clearly differentiates
your firm from competitors on
all levels.
“The basic premise behind
differentiation is that no business
can be seen today as a ‘me too’
provider. We must have either
special products, special solutions
or special ways of delivering our
services—something that makes
the client family say, ‘Wow, these
people are really good at what they
do!’ That’s how we get referrals
and a positive reputation in
the marketplace.
“Weaker businesses are
perishing; only the strong remain.
This means we now have to be
the strongest of the strong if we
want to prosper. We always need
to be working on differentiating
our offerings—always be thinking
about a new twist that’s going to
make the family feel comfortable
and pleased doing business with us.
“So I’d like Annual Meeting
participants to be thinking about
how they answer that question
about how their business is
different or better than their
competitors. If they are not able
to immediately make a strong,
compelling case for their funeral
home; they need to attend this
session and take really good notes.
They will learn some things that
can help.”
Can you give us an example
of one of your other types of
differentiation?
“One of my seven types is
relationship differentiation—
what it takes to become a trusted
advisor. It requires high integrity
and strong expertise, but another
essential component is followthrough. We must always do what
we say we are going to do, and
do it in a timely manner. If we
are perceived as the expert with
high integrity, and we do what
we say we’re going to do, we are
well ahead of the game. Most
professionals are seldom three-forthree in this. Most drop the ball on
at least one important opportunity
to project a positive image and
develop productive relationships.”
Sarah Pojanowski, from page 12
transport services to obtain a separate license and to
contract with the public through a funeral home or
other provider, and not directly with the public.
Other states seem poised to make similar expansions,
and as more of these specialty players come into
existence it is not surprising that state regulators will
respond by expanding the reach of existing legislation
to cover them.
How does time management
impact productivity?
“My view of time management
is that the most successful
salespeople are the men and
women who were able to compress
more achievement than others into
a given time frame. That means
we need to be as productive as we
possibly can, we must to prioritize
what we need to do every day and
we cannot let anyone get us off
the track. There are all kinds of
interrupters, issues and problems
that can derail our effectiveness.
Other people love to put their
monkeys on our backs. So we
need to reject those monkeys and
do things the way we planned, as
best as we possibly can.
“The fact is, it’s really not
time we are managing; because
we all have the same amount of
time available to us. It’s actually
self management—insightful,
thoughtful management of
ourselves that enables us to be as
productive as possible.”
Be sure to register for the
2014 Annual Meeting to
hear Don Hutson’s powerful
presentation, as well as all
the other great educational
content and opportunities. Visit
selectedfuneralhomes.org/
annual-meeting for
more information.
It will be important for firms using third-party
providers to ensure they are licensed and to keep
abreast of these regulations. Be just as careful with third
party providers as with your own hires because, when
conducting removals, they are just as much the face
of your company as your employees are. If you have
any questions about these laws, don’t hesitate to
contact me at [email protected]
or 1-800-323-4219.
13
8!8>!I#>!G!<CA9
Reputation, Experience and Location
are Main Reasons Selected Firms Are Chosen
Selected Independent Funeral Homes’
Annual Family Follow-Up Survey Program Summary Report
Provided to All Participating Firms
Members participating in
Selected’s Family Follow-Up
Survey Program were recently
provided their own customized
2013 Summary Report which
captured the past 12 months of
feedback results received from
their client families. Benchmark
data also was provided, allowing
members to compare their client
satisfaction performance with
their Selected peers as well as
evaluate trend data.
A total of 318 Selected
firms received 12,702 surveys
completed by client families
during the program year of March
2013 to February 2014. A total of
280 client families completed their
survey responses online, while
12,422 mailed their completed
survey forms.
Overall Satisfaction Levels
Remain High. Satisfaction levels
continue to remain high in 2013,
for all operating characteristics,
Mean* Level of Satisfaction
*1 to 5 Scale,
where higher mean = higher satisfaction.
“Does Not Apply” responses
are removed.
with the average rating in the
4.9 range on a five-point scale.
Courtesy of staff topped the list.
Value of merchandise dipped
slightly from last year’s rating. [See
Mean Level of Satisfaction chart below.]
Reputation, Experience and
Location are Main Reasons Firms
are Chosen. Similar to what was
reported in 2012, the main reasons
for choosing a Selected funeral
home were reputation, previous
family experience and location.
Total for Survey Year
2010 2011 2012 2013
Courtesy of the staff overall
4.96
4.95
4.96
4.96
Condition of the facilities
4.94
4.94
4.94
4.95
Sensitivity of the funeral director
4.94
4.94
4.95
4.94
Overall impression of the ceremony
4.95
4.94
4.95
4.94
Flexibility/willingness to meet special requests
4.95
4.95
4.96
4.94
Freedom and time to make decisions without pressure
4.94
4.93
4.95
4.94
Overall rating of the services of the firm
4.94
4.94
4.95
4.94
Initial contact with the firm (phone, email, visit)
4.93
4.93
4.94
4.93
Information provided for decision-making
4.92
4.92
4.93
4.93
Variety of available services and merchandise
4.90
4.90
4.91
4.91
Attention to detail
4.91
4.90
4.92
4.90
Preparation and appearance of the deceased
4.90
4.89
4.91
4.90
Clarity of pricing and payment policy
4.88
4.89
4.91
4.89
Creativity of service and support options
4.87
4.87
4.88
4.88
Tribute/memorialization options (audio-visual, web-based, etc.
4.86
4.85
4.87
4.86
Value of services received compared to price paid
4.73
4.79
4.81
4.81
Value of merchandise purchased (casket, urn, vault) vs. price paid
4.73
4.77
4.80
4.79
4.7
14
!"#$%&'!(%%()*+,
-./01&'2/(3/"#
4.8
4.9
5.0
Only 2% indicated that advertising
was a main reason for choosing a
member funeral home, and
1% indicated the funeral home’s
website was a main reason for
choosing them. [See Main Reason(s)
Why The Specific Funeral Home Was Chosen
chart below.]
Not Using Selected’s Family
Follow-Up Survey Program?
If your firm is not currently
participating, be sure to consider
it. As a member of Selected, your
firm can “test drive” the program
and receive 100 free survey sets,
monthly activity reports and
the annual report. Contact
Denise Zoephel or Donna Anderson
at 1-800-323-4219 with questions
or to sign up for the program.
Need More Family Follow-Up Forms?
Special Limited-Time Offer:
Free Shipping Until August 15
*+,%-&."/&0"1&1)2)%
For a limited time, Selected is offering
free shipping for those firms needing to
replenish their Family Follow-Up Survey
forms. The program runs until the end
of February 2015, so check your blank
survey supply to make sure that your
firm has enough to last until the end of
the program year.
!"#$%&'!(%%()
!"#$%&'"()
*+,'-./01&
34.&/5$%#&3+)&5
)16$2)5&"0&"/1&7)7
8)1&0$179
E4),5)&3,-)&,
&0)=&7$%/3)5&3"&5+,
0/%)1,4&+"7)
;&J"/1&0))(8,2-&+) 1)&."/1&2,%($(&1)5?"%5)5
&3"&3+)&0"44"=$%#&T/
53,%(,1(5&0"1
&T/,4$3.&0/%)1,4&2,1 4?5&/5&)%5/1)&3+,3&3+$5&7)7
)53$"%5&,5&3+)
8)1&,%(&,44&7
.&1)4,3)&3"&3+)&5)16
5/16).&=$3+&3+
);&J"/&+,6)&3+)&"?
)&,8"6)&0/%)1,4&0$17
$2)5&?1"6$()(
3$"%&"0&?1"6$($%#&." )78)15&"0&N)4)23)(&<%()?
&8.&"/1&7)7
;
)%()%3&B/%)1,4&["
/1&2"%3,23&$%0"17,3
D+)%&."/&,1)&0$%$5+
7)5&/?+"4(&"/1 8)1
$"%&"1&%"3;&\$3+)1&=
)(@&?4),5)&1)3/1%&3+
,.@&=)&=$44&5+
,1)&3+)&1)5/43
)&5/16).&$%&3+)&)%2
5&"0&3+$5
J"/&7,.&/5)
4"5)(&?"53,#)F?,$(
&?)%&"1&?)%2$4;&&E4)
&)%6)4"?);
,5)&0$44&$%&3+)&7,1-5
&4$-)&3+$59& &&&&&&&&&K
"3&4$-)&3+$59&&&&&&&&&&&&&
&&&
GH>-I=-'!IG'-H
JHKLM=N'LO
M-'!MGP
23 4%1"51'$@196
$8&'671'#"$9'/1"5(
9A5B')7&'67$5
!"2,3$"%
'5,1Q$8$Q'8.91/"%'7(
#1')"5'Q7(5
B,2$4$3$)5
193''A-1%1Q6'"
%%'67"6'",,%&B
E1)6$"/5&,33)
C)?/3,3$"%
%(,%2)&,3&"3+)1&0/%
)1,45
<%()?)%()%34.F"=%
D$5+)5&"0&()2),5)
)(
(
E1$2$%#
D$5+)5&"0&3+)&0,7$
4.
H(6)13$5$%#
E1)F,11,%#)(
&0/%)1,4
B/%)1,4&+"7)
E1)6$"/5&0,7
&=)85$3)
$4.&)G?)1$)%2)
E)15"%,4&1)2"
77)%(,3$"%&8.
C"3 R"5'67$5'8.9
I3+)1&>?4),5)&)G?4
1/"%'7(#1'&(
,$%A
./'8$/56'Q7($Q1S
J)5
CT3 M8'U=(VU')7&
K"
'9(6S
G>LM=N'LOM-'!MGP
23 4%1"51'10"%.
"61'671'8(%%()$9:;
<(15'=(6
>,,%&
&&:; <%$3$,4&2"%3,23
&=$3+&3+)&0$17&
>?+"%)@&)7,$
&&L; H33)%3$"%&3"&(
4@&6$5$3A&;;;;;;;;;;;;;;;;;;;
)3,$4&;;;;;;;;;;;;;;;;;;;;;;
;;;;;;;;;;
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
&&M; N)%5$3$6$3.&"0
;;;;;;;;;;;;;;;;;;;;;;
&3+)&0/%)1,4&(
$1)23"1&;;;;;;;;;;;;;;;;;;;
&&O; '"/13)5.&"0&3
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
+)&53,00&"6)1,44&;;;;;
;;
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
&&P; E1)?,1,3$"%&
;;;;;;;;;;;;;;;;;;;;;;;
,%(&,??),1,%
2)&"0&3+)&()2),5)(
&&Q; '"%($3$"%&"0&
&;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
3+)&0,2$4$3$)5&;;;;;;;;;;;
;
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
&&R; B4)G$8$4$3.S=$
44$%#%)55&3"&7
;;;;;;;;;;;;;;;;;;;;;;
))3&5?)2$,4&1)T/)5
&&U; <%0"17,3$"%&?
35&;;;;;;;;;;;;;;;;;;;;;;;;;;
1"6$()(&0"1&()2$5$"%
;;;
F7,-$%#&;;;;;;;;;;;;;;;;;
&&V; W,1$)3.&"0&,6,
$4,84)&5)16$2)5&,%(&
;;;;;;;;;;;;;;;;;;;;
7)12+,%($5)&;;;;;;;;;
:X; B1))("7&,%(
&3$7)&3"&7,-)&()2$
;;;;;;;;;;;;;;;;;;;;
5$"%5&=$3+"/3&
::; '4,1$3.&"0&?1$2
?1)55/1)&;;;;;;
$%#&,%(&?,.7
;;;;;;;;;;
)%3&?"4$2.&;;;;;;;;;;;;;;
:L; *1$8/3)S7)7"
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
1$,4$Y,3$"%&"?3$"%5&>
,/($"F6$5/,4@&=)8F8
:M; '1),3$6$3.&"0&
5)16$2)&,%(&5
,5)(@&)32;A&;;;
/??"13&"?3$"%
:O; I6)1,44&$7?1
5&;;;;;;;;;;;;;;;;;;;;;;;;;;;
)55$"%&"0&3+)&2)1)7
;;;;;;;;;;;
"%.&;;;;;;;;;;;;;;;;;;;;;;;
:P; I6)1,44&1,3$%
#&"0&3+)&5)16$2)5&"0
;;;;;;;;;;;;;;;;;;;;;;;
&3+)&0$17&;;;;;;;;;;;;;;;;
:Q;&&W,4/)&"0&
5)16$2)5&1)2)
;;;;;;;;;;
;;;;;;;;;;;;;;
$6)(&2"7?,1)
:R;&&W,4/)&"0&
(&3"&?1$2)&?,$(&;;;;;;
7)12+,%($5)&?/12+
;;;;;;;;;;;;;;;;;;
&&&&&&&2"7?,1)
(&3"&?1$2)&?,$(&;;;;;; ,5)(&>2,5-)3@&/1%@&6,/43A
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;
Z&LX::&N)4)23)
The order
order form is available on
Selected’s website in the Family
Follow-Up Survey Program area.
Or contact Donna Anderson at 1-800-323-4219 or
[email protected] for pricing information
and to place an order.
(&<%()?)%()%3&
B/%)1,4&["7)5
;&&H44&1$#+35&1)5)
16)(;
?1/&
-(#1)7"6
<$55"6$58$1@
<$55"6$58$1@
A2B
ACB
4%1"51'Q(96$9.1
=1.6/"%
ADB
-(#1)7"6
-"6$58$1@
AEB
?1/&
-"6$58$1@
AFB
70295298
68
Main Reason(s) Why The Specific Funeral Home Was Chosen
Multiple responses allowed. Therefore,
percentages will not add to 100%.
Survey Year
2010 2011 2012 2013
Reputation
54% 55% 55% 55%
Previous family experience
54% 55% 54% 54%
Location
50% 51% 51% 50%
Wishes of deceased
34% 35% 34% 34%
Previous attendance at other funerals
33% 33% 34% 33%
Facilities
25% 27% 26% 26%
Wishes of the family
26% 27% 26% 26%
Pre-arranged funeral
24% 24% 24% 24%
Independently owned
11% 12% 12% 12%
Pricing
7%
7%
7%
7%
Other
5%
6%
6%
6%
Personal recommendation
5%
5%
5%
5%
Funeral home website
1%
1%
1%
2%
Advertising
2%
2%
2%
2%
0
10%
20%
30%
40%
50%
60%
15
NI!<!II!X#NEIAG!I9
Air Shipments Require Proper Preparation, Active Monitoring
Frank Kaiser is President & CEO of Eagle’s Wings Air
(EWA), a Preferred Partner of Selected Independent
Funeral Homes, selectedfuneralhomes.org/preferredpartners. The company celebrated its sixth anniversary
in March 2014. Frank recently shared his thoughts
about the air shipping industry.
What changes have you seen
in air transportation?
“Although our company is a relatively young brand,
we’ve managed more than 55,000 transfers since our
founding. One of the first things we
did was work with our corporate
contacts in the airline community to
help make sure pricing was in line
for the funeral service profession.
We feel very proud of the progress
we’ve made in helping the airline
community understand how they
Frank Kaiser
are positioned from a pricing
standpoint. As a result, there’s been a reduction in the
rates certain airlines charge funeral homes nationwide.
So we’ve seen some positive developments which
ultimately benefit client families.
“We’ve also seen consolidation within the airline
“W
community during the last six years. Delta purchased
Northwest, United purchased Continental and, most
recently, American merged with USAir. We worked
with each of these carriers during the transitions
and offered our advice to help them build stronger
programs to serve the funeral service profession.”
EWA launched its own shipping containers in
2012. How is that program going?
“Even better than we expected, and we’re hearing
positive feedback from both the funeral service
profession and the airline community. The airlines
like the labeling and high visibility. Our containers
help cargo handlers recognize human remains much
faster. The containers are high-quality, and because
Eagle’s Wings Air is the volume leader in managing
human remains within the United States, we receive
significant support within the airline community
which, of course, leads to a higher level of service
16
for funeral homes and their
client families.
!"#$%&'()*+,,%-",#./"'%0"$%1/$,/'(%
“My business partner,
2(3($4+./"'3%5%6$"+7./4(%8"'/."$/'9
David McComb, is involved
in 18 different companies
including EWA, and he
!"#$#""#%&!'"()#"
is co-owner of Selected
member firm D.O. McComb and Sons Funeral
Homes in Fort Wayne, IN. He and I worked with the
airline community for many months prior to forming
Eagle’s Wings Air. We invested considerable time on
this during our business planning and became well
connected with the airlines on a corporate level.
“We’re anticipating 20-percent growth in 2014,
“W
and we’re well on the way to achieving that. So we
are making infrastructure investments in our
systems and people to make sure we are ready for
continued growth.”
You’re also speaking at mortuary schools?
“Yes, for the last couple of years I’ve been receiving
“Y
requests to put together a program for mortuary
school students that specifically addresses the air
transportation of human remains and the shipping
process in general, in order to prepare students for
their first jobs in the profession.
“It surprised me to discover that some professors
were already talking about Eagle’s Wings Air in
their classrooms—using our business as an example
for their students. I think it’s the innovation we
introduced to this segment that is attractive to them.
Six years ago, we introduced a paradigm shift for
both the airlines and funeral directors—our one-call,
single-source model that allows funeral directors to
focus on what they do best—funeral services. So I’ve
been speaking at the schools, educating students
about the process, explaining what they will face on
their first ship-out and providing our company as a
resource when they start to interact with airlines.”
What advice do you have for funeral directors?
“It is very important to recognize that ship-out
cases are serious business. Calling an airline, securing
Concludes on 18
NI!<!II!X#NEIAG!I9
Statistics Reveal Decrease in Funeral Home Operating Costs
For more than 70 years, Federated
Funeral Directors of America
(FFDA), a Selected Preferred
Provider, has been compiling
statistical
averages that
reflect the
operating
results of its
funeral home
clients. The
figures for
2013 are based
on an analysis
!"#$#""#%&!'"()#"
of more than
200,000 services conducted by
nearly 1,400 firms. They are
located in 43 states and range in
size from small, rural concerns to
large, urban operations.
The average cost of operation
(overhead) declined by 0.73%
during 2013. This is the first
time since Federated began
keeping records in the mid1940s that there has been a
year-to-year decrease in operation
cost. Following increases in
2011 and 2012, this marks an
unprecedented period of cost
containment. At the same time, the
average selling price of a regular
adult funeral* rose by 1.66%. This
is low by historical standards but
a three-year high nevertheless.
Consequently, as a percent of sales,
funeral profits improved to 7.96%
from 6.12% in 2012, with an
all-time low of 5.31% in 2009.
Trends in the Last 20 Years.
[See chart above.] The
selling price of
a regular adult funeral* rose at an
average annualized rate of about
2.3%. This was slightly higher
Trends in the Last 20 Years
1993
2003
2013
Average Sale, Regular Adult Funeral
(Services & Casket)
$3,819.17
$5,374.67
$6,741.85
Average Operation Cost
per Adult Funeral
$2,823.03
$4,105.72
$5,103.92
Percentage Of Operation Cost
to Selling Price
73.92%
76.39%
75.70%
Average Casket Cost
$652.18
$891.12
$1,101.56
Percentage Of Casket Cost
to Selling Price
17.07%
16.58%
16.34%
$343.96
$377.83
$536.37
9.01%
7.03%
7.96%
Average Profit
Before Income Taxes
Percentage of Profit
to Average Sale
Management Analysis Department, Federated Funeral Directors of America ©2014
The 2013 Adult Funeral Selection
Average Gross Sale to Family, Adult Funeral ..............................................$9,163.35
LESS
Average of Cash Advanced Items,
For the Convenience of Client ........................................................................$1,088.14
LESS
Average Sale of Vault, Clothing
and Additional Service Requirements ..........................................................$1,333.36
LEAVES
Average Selling Price, Regular Adult Funeral .............................................$6741 .85
Management Analysis Department, Federated Funeral Directors of America ©2014
than the typical firm’s increase in
operation cost, which climbed by
an annualized average of 2.2%.
These factors, along with lower
casket values, produced an average
profit to adult sales ratio of 7.96%,
up from 7.03% in 2003. While
significant progress has been
made, profitability still lags behind
the early 1990s.
The 2013 Adult Funeral
Selection. [See chart above.] The
averages reflect computations
on over 1.4 billion dollars of
actual funeral selections reported
to FFDA. The figures indicated
do not include payments made
directly to cemeteries or incidental
costs outside the scope of the
funeral director’s usual services.
Contact Federated Funeral
Directors of America, ffda.com,
at 217-525-1712.
*Wherever reference is made to a
“regular adult funeral” in the statistics,
it excludes welfare, partial and similar
services; and generally includes owner
and staff services, use of funeral home
and equipment, professional care,
automotive equipment, visitors register,
acknowledgment cards and casket.
17
Frank Kaiser, from page 16
space and tendering a loved one to an airline is not
something to be taken lightly. Whether it’s preparing
the body for transport or selecting a carrier, there is risk
involved in the transaction; and my advice to everyone
in funeral service is to not forget about this risk.
“In my discussions with funeral service
professionals, I’ve sometimes heard the comment,
‘Oh, it’s just a ship-out.’ Maybe they’re managing
the shipping on behalf of another funeral home,
and maybe it results in a lower margin for them;
but the reality is, this is a special case that requires
extra attention. The remains will be subjected to
cargo handling, g-forces in flight and many other
things including potential delays or misroutes. So
preparation actually has to be of an even higher
standard than for local, traditional services; because
you don’t know what might happen.
“Due to the high volume of transfers we manage,
Eagle’s Wings Air has had the opportunity to see all
kinds of scenarios with our airline partners, whether
it’s a delay at origin or in transit, a failure to load
at one point or remains being sent to the wrong
destination. Occasionally, a carrier may not know the
exact location of the remains for a brief period.
“Because of our experience, we have the expertise
to make the right choices, and we work to head off
potential problems before they occur. We proactively
monitor the status of every shipment, every step of
the way. Granted, this is contingent on us receiving
accurate information from the airlines, but we
definitely work to maintain proactive management of
remains while they are in the care of the airlines.
“Something else to keep in mind is, whether a
Selected-member funeral director is using Eagle’s
Wings Air or not, he or she should feel free to contact
us for assistance or if there is a question pertaining to
the air transportation of human remains. Maybe it’s
an airline accounting issue or a customer service issue
with a local airport, but because we manage corporatelevel relationships with all the carriers, I am confident
we can help make funeral directors’ lives easier and
help solve their shipping problems.”
Contact Eagle’s Wings Air at 1-866-550-1EWA (1392),
or visit callewa.com.
USPS Shipping Guidelines Change for Cremated Remains
The United States
Postal Service
recently changed
its shipping
regulations for
cremated remains. For the latest
information, including helpful
resources and tools, visit the
Selected Transfer Services Resource
Center at selectedfuneralhomes.
org/selected-transfer-services.
Transfer Services network, visit
selectedfuneralhomes.org/
programs/sts/enrollment for a
Program Enrollment booklet.
If you are interested in
becoming part of the Selected
Dan Beavers Joins Selected Headquarters Staff
Dan Beavers joined the staff team
in May as the Member Programs
Coordinator. He will be assisting
members who are participating in
or utilizing Selected’s programs,
services and resources. Dan is
a graduate of the University of
Nebraska and brings with him
more than twelve years of
member/customer service.
18
“Dan is very passionate about service,” said
Denise Zoephel, Selected’s Assistant Executive
Director. “Along with our dedicated staff team, he
will help us in our ongoing efforts to provide the best
possible service experience for our members, their
firms and families.”
Dan Beavers
Members may contact Dan at 1-800-323-4219 or
[email protected].
!"#$"%&'%(")%*%
!"#$"%&'%(")%*%
%'+,)-./%0+1#,)11%
%'+,)-./%0+1#,)11%
0+#/2#,3%0/&$41%%
0+#/2#,3%0/&$41%%
$.,%5&+%2&%%
$.,%5&+%2&%%
6#("&+(7
6#("&+(7
“NONE...
You can’t
buildbuild
youryour
business
“NONE...
You can’t
business
ALL ALL
of the
I know,
I’ve tried.
As a As a
without
of pieces,
the pieces,
I know,
I’ve tried.
without
funeral
homehome
ownerowner
I understand
firsthand
the value
of of
funeral
I understand
firsthand
the value
what what
Johnson
Consulting
GroupGroup
can bring
to a funeral
Johnson
Consulting
can bring
to a funeral
home.home.
Without
their their
accounting,
management
services
Without
accounting,
management
services
and customer
satisfaction
surveys
our organization
and customer
satisfaction
surveys
our organization
wouldn’t
be nearly
as successful.
wouldn’t
be nearly
as successful.
I wasI was
tiredtired
of waiting
months
for year-end
of waiting
months
for year-end
statements
and other
financial
data.data.
They They
got got
statements
and other
financial
it to me
weeks
ratherrather
than than
months
whichwhich
reallyreally
it toinme
in weeks
months
improved
my cash
And their
interpretation
of of
improved
my flow.
cash flow.
And their
interpretation
the information
is unmatched.
the information
is unmatched.
WhileWhile
JCG isJCG
legendary
for their
is legendary
for their
merger
and acquisition
expertise,
merger
and acquisition
expertise,
they are
experienced
in thein the
theyequally
are equally
experienced
core building
blocksblocks
everyevery
funeral
core building
funeral
homehome
needs.needs.
I’m using
each each
one one
I’m using
of their
key services
and each
one one
of their
key services
and each
has helped
increase
my profits.
I
has helped
increase
my profits.
I
wouldn’t
risk
eliminating
any
of
wouldn’t risk eliminating any of
them.”
them.”
Paul Paul
C. St.C.Pierre,
President
St. Pierre,
President
WilsonWilson
St. Pierre
FuneralFuneral
ServiceService
& Crematory,
St. Pierre
& Crematory,
Brown-Butz-Diedring
FuneralFuneral
ServiceService
& Crematory,
Brown-Butz-Diedring
& Crematory,
& Ellers& Mortuary
Ellers Mortuary
888.250.7747
| www.JohnsonConsulting.com
| 8095
N. 85th
Way,Way,
Scottsdale,
AZ 85258
888.250.7747
| www.JohnsonConsulting.com
| 8095
N. 85th
Scottsdale,
AZ 85258
“A Total
Solutions
Company”
“A Total
Solutions
Company”
Mergers
& Acquisitions
• Valuations
• Accounting
• Management
Services
• Financing
• Customer
Surveys
Mergers
& Acquisitions
• Valuations
• Accounting
• Management
Services
• Financing
• Customer
Surveys
©2014 MKJ
Marketing
©2014
MKJ Marketing
19
8!8>!I#NI4<CD!
Christy Taylor Chaney of Glenn Funeral Home and Crematory
Christy Taylor Chaney is a
fifth-generation funeral director
at Glenn Funeral Home and
Crematory, Owensboro, KY. Her
father, Glenn Taylor, is President
of the firm and a Past President of
Selected. As Director of Signature
Services, Christy uses her creative
talent to provide unique and
meaningful experiences for
families. She is a graduate of the
Selected Leadership Academy
and was voted by her classmates
as giving the best Capstone
Presentation at the recent
Leadership Conference in
St. Charles, MO.
Why did you seek a career
in funeral service?
“I have wanted to be a funeral
director since I was 12. My Dad
and Grandmother were my driving
force. They have given to the
community in ways no one may
ever know, and I love that about
both of them.”
Of what aspect of your firm
are you most proud?
“Our people. They are such a
good group of individuals. They
back each other up, they put the
families they serve first and they
all know how to have a good
laugh. I come to work every day
very proud of the people I am
surrounded by.”
What is your guiding
service principle?
“It’s ‘Wow!’ It works for families,
people visiting the funeral home
and team members. I like for there
20
to be a ‘wow’
moment for each
family, when they
realize we are
two steps ahead
of the process. I
think the people
visiting should
Christy Taylor Chaney
also be wowed.
Each guest is an opportunity to
serve, and so they are as important
as the client family.
“I don’t like ‘un-wows’. For
example, when my Mother toured
the White House, the bubbly tour
guide told the group with pride
that the building was cleaned
every day. My sweet, kind mother
responded, ‘That’s an awfully big
spider web up there for a room
that is cleaned every day.’ I have
never forgotten that. Even the
smallest thing can detract from
everything else you do perfectly.”
Who in funeral service
do you most admire?
“It really is not ‘who’ I admire
most in funeral service as a
singular person, but more that
I admire each person in funeral
service for what they do, the lives
they touch and the differences they
make in my life. I most admire
people who are pushing the
envelope in funeral service—
those who are out looking for
and solving the next big challenge.
Problem solvers and innovators
can be found at every
Selected meeting.
“At any given moment in my
day, it can be my Dad, who has
a traditional streak mixed with
a touch of whimsy to let funeral
directors be creative. It can be
Tom Belford and Karl Rohling
with their wonderful
cross-marketing; or John Horan,
Mark Higgins, Mac Pugh or the
entire 2012 Leadership Academy
class. Each person has their own
way of sharing knowledge and
cheering each other on.”
What is your view of the future
of funeral service?
“It is sink or swim time in the
funeral profession—time to try
new things, broaden horizons and
get out of our own way.”
What is your favorite part
of the job?
“My favorite part is getting to
change someone’s perspective
about funerals. When someone
starts off with ‘I don’t want a
funeral for me,’ I feel like they
have just double dog dared me
to show them that they are just
misinformed. A funeral is not
just church, graveside and food.
It is a ritual that can be of your
own creation. The point is not
to go through the motions to the
point they don’t mean anything.
It is about creating a tradition of
remembrance and celebration.”
What is your biggest pet peeve?
“I don’t like funeral advertising
that uses photos of sad, elderly
people. It is just terrible! End
of rant.”
What is the best way to
spot new trends?
“Pinterest. If you are not on it, I
will gladly send you an invitation.
You should have one, and your
funeral home should have one.
You can follow our boards at
Glenn Family Services. Creativity
comes from places far beyond your
comfort zone, so I like to look
for ideas as far outside of funeral
service as I can.”
Where is the best place
to network?
“My best place to network is
wherever I take my event planner
mind and put it to use in my
community. My sister and I put
on the East Bridge Art and Music
Festival each year. It is a big event
in our community, and over 8,000
people usually attend. The funeral
home has sponsored a summer
series of gospel concerts for the
last 12 years, and it is a wonderful
community event.
“I do not like to sit on boards,
so I throw parties! I am not on the
hospice board, but I am the chair
of its Spring Fling. I am not on the
CASA board, but I have chaired
its art auction twice. I am not on
the board of the Kids Football
League (my husband is), but I
have done two big events for
them, and I have chaired the
Junior League Charity Ball
three times.”
What is your favorite form of
communication?
“I like paper, stationary
and stamps. But I tend to
communicate with those around
me via text. I have used a text
message to ask my husband to
bring me a bottle of water, while
I was reading a book in the
hammock. What, is that wrong?”
What are your favorite
community causes?
What did you gain from your last
Selected meeting or activity?
“Public Art, the Handmade
Movement and Shop Local. I
want to live surrounded by things
that people make. Nothing you
buy at a big box store has a soul.
If you need a vase, go buy one
from a glass blower. If you want
a painting, go to an art show
and buy one. Find a local farmer
or chef for your food. Find the
independent retailer, the designer,
the mom-and-pop store, the
bricks-and-mortar shop, and show
them some love.
“I gained a certificate suitable
for framing, an eagle necklace, a
major sense of accomplishment,
a new set of friends, an amazing
bond with three existing friends
and the ability to stand up in front
of my peers and deliver a speech.
I gained a guiding light from a
feisty redhead and knowledge
and insight from funeral directors
who have walked the path
before me. I gained confidence,
knowledge and an internal glow!
Of course, I’m talking about the
Selected Leadership Academy and
Marguerite Ham.”
“We shop local, eat down the
street and keep our dollars in
the community as much as we
can; and we encourage others to
do the same. That goes for local,
independent funeral homes too!”
What is your favorite way
to relax?
“I make things—food, jewelry,
paintings. I have a Bachelor of
Arts Degree in Studio Arts from
Kentucky Wesleyan College, and
I am the owner of a handmade
gift store and art gallery. I am
currently turning my old garage
into my art studio, so that my
husband does not have to look at
my art clutter, and I can be free to
create. Creativity is messy, and I
am very creative!”
What is your favorite Selected
program, benefit or service?
“The NextGen Seminar. If you
are not sending people from your
staff to the program and listening
to them when they get back, then
you are missing out on a wealth
of knowledge. At first, I was
skeptical, I was not interested; and
I was wrong!
“Stop reading this article,
and go sign someone up for the
January event right now! Sign
yourself up, if you want. Age is
only a number. It is your ability
to be open to the possibilities that
is important. Why are you still
reading this? Go sign up!”
What would be your second
career choice, if you were not in
funeral service?
“I would own a gourmet
burger parlor. I make really great
cheeseburgers!”
21
I!8!8>!ICG7#4LI#$4DD!E7L!9
Robert G. Mach, Mach Funeral Chapel and Crematory,
Joan P. Prescott, Joiner Anderson Saxon Prescott Funeral
Fond du Lac, WI, died June 5. machfuneralchapel.com.
Home, Waynesboro, GA died May 8. joineranderson.com.
Donald David Dunn, Donald Dunn Funeral Home,
Houlton, ME, died May 14. dunnfuneral.com.
Angela F. Corrado, Dello Russo Funeral Service,
Medford, MA, died May 4. dellorusso.net.
Elizabeth I. Mansfield, Miles Funeral Home, Holden,
W. Robert Cress, Cress Funeral & Cremation Service,
MA, died May 8. milesfuneralhome.com.
Madison, WI, died April 19. cressfuneralservice.com.
e!D$48!#G!e#8!8>!I
Law-Jones Funeral Homes
309 Chicago Ave., Savanna, IL 61074, Group 4,
with additional locations in Mt. Carroll, Thomson,
Hanover and Chadwick, IL, and Preston, IA.
815-273-2264, lawjonesfuneralhome.com
Matt Jones, [email protected]
Tony Garcia, [email protected]
Chris Miller, [email protected]
8!8>!I#G!e9
Members are encouraged to send news and
announcements to Selected at [email protected].
Ricardo Carrillo, owner of Carrillo Funeraria,
Dallas, TX, recently stated in a press release to his
community that he attributes his
success to participation in the
profession’s primary associations,
including Selected Independent
Funeral Homes.
“As a first-generation funeral
director, I didn’t have the advantage
of learning from family members, so Ricardo Carrillo
it was necessary for me to learn from
those around me, which is why I began participating
in professional associations,” he said.
One of Carrillo’s most significant successes was
acquiring a Ft. Worth funeral facility from SCI and
turning it around to become a large-volume business
with a very high burial rate. Ricardo has dual
citizenship in the U.S. and Mexico.
“An interesting outcome of my association
participation has been the interest expressed by
other members in changing their businesses to
accommodate the growing Mexican population.
Mexicans have very strong religious and cultural
22
beliefs regarding the ceremony surrounding death.
Much of my success comes from my understanding
and appreciation for Mexican culture.”
Cook Funeral and Cremation Services,
Grandville, MI, was awarded first place for its holiday
tree lighting service in the Events category of the
2013 Keeping It Personal (KIP) Awards sponsored
by the International Cemetety, Cremation and
Funeral Association. Cook’s invites its community to
participate in the unique tree-lighting and memorial
service which includes names of deceased loved ones.
The firm also received an honorable mention in the
Best Practice category for its infant services.
Flanner and Buchanan Funeral Centers,
Indianapolis, IN, held a groundbreaking ceremony at
Oaklawn Memorial Gardens in May for a new
multi-purpose event center and office building.
The new facility will replace the existing office which
Concludes on page 24
9!D!$A!X#!XL$EAC4GED#AIL9A#G!e9
Trust Gala to Feature
Philly’s Nautical History
Attendees at the Selected Trust
Annual Gala on September 19
at Philadelphia’s Independence
Seaport Museum will be treated to
great food, music, a Silent Auction,
spectacular views, camaraderie
with peers and a glimpse into
Philadelphia’s rich maritime
history—all while supporting
Lifelong Learning.
Enjoy two hours of private
access to the museum with your
tax-deductible Gala ticket purchase.
Explore the impressive collection of
16th–21st century artifacts relating
to the maritime past of the greater
Philadelphia area.
The beautiful museum is
conveniently located just 100
yards from the Hyatt Regency
Philadelphia at Penn’s Landing, site
of Selected’s 2014 Annual Meeting.
“This
is the first
time we’ve
taken the
Gala off-site from the Annual
Meeting hotel, and we couldn’t
have found a better spot,”
said Educational Trust Director
Buz Buzogany. “The museum
offers the most spectacular views
of the Delaware River and the
Philadelphia skyline. There are
spacious outdoor patios where you
can enjoy a cocktail and absorb
the evening’s ambiance.”
In addition to the history-rich
location, this year’s Trust Gala will
feature Good Foot, one of the top
rhythm and blues bands in the
Philadelphia area. From Philly Soul
to the dancing beats of Motown,
nobody does it better than this
six-piece band.
Visit selectedtrust.org/gala.
html for more information and
to register to take part in this
night filled with music, laughter
and memories—all in support of
independent funeral professionals.
Pat Epley Joins
Trust Team
Patricia Epley has joined the
Trust team as
Adminstrative
Assistant. She
brings a wealth
of administrative
background
to the position
and will help
Pat Epley
coordinate the
efforts of scholarship applications,
Gala tickets, letters to donors
and recipients of in-memorium
donations—all the while helping
to create a Trust library of
documents and valuable historic
information. Pat can be reached
at 1-888-708-7878 or by email at
[email protected].
9!D!$A!X#!XL$EAC4GED#AIL9A#$4GAIC>LAC4G9
The Selected Educational Trust thanks the following
contributors for their generous support in helping to
encourage Lifelong Learning for independent funeral
professionals. To make a contribution or to learn
more, visit selectedtrust.org or call 1-888-70-TRUST.
IN-MEMORIUM CONTRIBUTORS
Richard Andrews, Andrews Mortuary, Wilmington,
NC, in memory of Joan Kepner and John Lumbard
Bibber Memorial Chapel, Kennebunk, ME, in
John & Andrea Horan, Horan & McConaty Funerals,
Aurora, CO, in memory of Joan Kepner and
John Lumbard.
Alice Ordeman, The Ordeman Family, Fisher
Funeral Home, Albany, OR, in memory of
Joan Kepner and John Lumbard.
Richard & Norma Tetrick, Heritage Family Funeral
Service, Elizabethton, TN, in memory of Joan Kepner,
Max Larkin, David McGuire and Esther Rogers.
memory of Ann Bejma, Helen Grotton, John Lumbard,
and Esther Rogers.
Selected Group 3, in memory of Joan Prescott and
Ann Ciccarelli & Family, Bisbee-Porcella Funeral
Service, Saugus, MA, in memory of Elizabeth
Past Officers’ Wives, in memory of Ann Bejma and
Mansfield and Esther Rogers.
Past Secretary-Treasurers and Past Presidents
Council, in memory of Ann Bejma.
J. Mark Busch, John Bush, James H. Busch, Busch
Funeral & Crematory Services, Cleveland, OH, in
Robert Rosson Sr.
John Lumbard.
memory of Joan Kepner and John Lumbard.
23
8!8>!I#G!e9
Continued from page 22
was constructed when the cemetery was established
in 1954. Oaklawn was purchased by Flanner and
Buchanan’s Washington Park Cemetery Association in
1982 and currently encompasses 96 acres.
French Funerals & Cremations, Albuquerque, NM,
won first place in the Best Practice category in the
2013 Keeping It Personal (KIP) Awards sponsored by
the International Cemetety, Cremation and Funeral
Association. French partnered with the University of
New Mexico (UNM) to build a special columbarium
pavilion. The firm also designed several UNM-themed
funeral items including urns, caskets, neckties, flags
and blankets.
Mark Higgns, President of Hall-Wynne Funeral
Service & Crematory, Durham, NC, and member of
the Selected Independent Funeral
Homes Board of Directors, was
featured in an interview with the
The Washington Institute for Faith,
Vocation & Culture.
“A good funeral involves facing
the fact of death and not dispatching
someone like me to get rid of the
Mark Higgins
bad news—by removing the body
from sight—but embracing the fact we have a corpse
in our midst,” he said. “A good funeral begins with a
body. Just ask someone still longing for the discovery
of a body. Whether it is a drowning victim that wasn’t
found, the dead in World War II that never came back
or the victims most recently of the Malaysian flight.
Until that period is put at the end of the sentence
one can be forever stuck with protracted grief and
looming questions. If we want to see a good religious
funeral, our Jewish sisters and brothers—to whom we
can trace our own practices—do it best. It involves a
real body, a real dead person, real dirt, real tears, and
real rending of garments, standing at the grave and
mourning, and taking turns with the shovel.”
Frank Kaiser has been named
President of the DW McComb
Group, Fort Wayne, IN, a holding
company managing a number of
subsidiary companies, brands and
relationships, all focused on serving
the funeral service profession on a
global basis. Kaiser also is President Frank Kaiser
and CEO of Eagle’s Wings Air, a
leading provider of shipping and logistics services to
North American funeral homes. Kaiser has more than
20 years of aviation and logistics experience and has
served funeral professionals for more than 10 years.
David McComb, President of D.O. McComb &
Sons Funeral Homes, Fort Wayne, IN, recently visited
with fellow Selected member,
Stephen Kellaway of H.N. Olsen
Funerals, Sydney, Australia.
“It’s wonderful to visit a funeral
home halfway around the world and
see that their needs and concerns
are the same as ours—serving our
David McComb
families to the best of our ability,”
stated McComb. “I was particularly
impressed with their innovative method of using a
lift to move caskets within their funeral home. Their
brochures were beautiful and covered their full range
of services including receptions and cremations. Steve
was a gracious host and even arranged for a visit to the
beautiful Woronora Cemetery and Crematory.”
Starks Family Funeral Homes & Cremation
Services, St. Joseph, MI, is turning to the sun to
supply a portion of its electricity with a 208-panel,
52-kilowatt photovoltaic solar system installed on its
[The full interview is available at washingtoninst.org/7813.]
Pamela Marnocha Janssen, Owner of Marnocha
Funeral Home, Pulaski, WI, was one of the sponsors
of the 2014 Goody Triathlon. The event was created
by Pulaski High School adapted physical education
teacher Kare Goodness for students with special
needs. This year, four other area school districts joined
Pulaski students for the 4th annual triathlon.
24
roof. An article by Jane Simons on mibiz.com stated
the array is sized to generate more than 50% of the
firm’s annual electricity need. Visitors can monitor the
amount of solar energy being produced via a display
in the funeral home’s lobby. Thomas Starks, President
of the firm, said he had been looking at ways to
reduce the funeral home’s carbon footprint.
INSURANCE ASSIGNMENTS HAVE YOU IN A TIZZY?
“C&J Financial has been a great partner.
Their customer service is great to work
with and most importantly, payment
comes fast. I would highly recommend
C&J to others.”
Laurens Fish III, President
Weed-Corley-Fish Funeral Homes
25
INTEROFFICE
ROUTING
July-August 2014
Teresa Carlson
310.902.4050 Stephanie Dunn
847.477.7546
Doug Gober
504.289.6471
Kate Groat
Ed Flegal
910.550.2312
813.505.8149
©2014 Live Oak Banking Company. All rights reserved. Member FDIC
www.liveoakbank.com/dcm