Good or bad customer service will affect any business or franchise.
In our day and age of technology, word travels so much faster than before and it is much easier to learn about a company and how they treat their patrons.
With that being said, it is important to remember your place in these families’ lives and how your words and actions will affect them in the years to come. Whether the family is grieving the loss of a loved one, or watching them survive comfortably until then, it is crucial that you are there for them in their time of need.
Before They Come to You
Customer service can start even before you get to speak to the family face-to-face. What this means is, it starts with marketing and advertising. They will find you through the ads you put out and determine then if it seems like they want to choose your funeral home and services.
Having a proper and well thought out ad is the best first step in getting in the good graces of their mind. The internet is forever growing and everyone is now using it to see where they are going to eat, shop and travel. They will look at reviews, pictures, and ads to come up with their conclusion. The death care industry has to keep up with these changing times as well, there is no slowing down when it comes to marketing.
If you have something eye-catching, personal, something they can connect with in this time of need, it is more likely they will be coming to you. This can mean using social media platforms like Facebook or Twitter to promote yourself. People will see that you have a social media account and be more inclined to come to you as they see you are current with the times too.
Having a social media account is one thing, but having an up and running website that looks professional and can help give information and contacts can also be a big one as well. If you don’t have a website, it may seem less legit and professional.
When the families do decide to use your services, it is important to remember why they are there and to give them a comfortable and safe place to walk into. This can come out in your verbiage and demeanor, and also in the state of your funeral home.
You want to make sure that your funeral home is clean, up-to-date, the lights and the decor is welcoming. The atmosphere has just as much to do with customer service as your actions do.
Your attitude and voice can also help in making the families feel like that is the business they want to partake in. Showing them that you care and that their needs are at the forefront of your mind is something they will be looking for.
Overall, customer service takes a lot of forms when it comes to the death care industry. From ad marketing, decor, and you yourself, a family will take a lot away from their experience with you. In the end, all of it matters to the family and to your business.
Since our inception, Osiris Software has been helping funeral homes, cemetery and crematory businesses prosper through innovative solutions and world class customer service.