Gone are the days where client families automatically call up your funeral home to purchase an $8,000 casket because that’s the way they’ve always done it.
Nope. The client families of today want guidance, support, and options. They want to talk to you about how you can help them, and not in the same way you helped their grandparents.
So when a grieving modern day client family walks through your doors, how do you spark a conversation with them that makes them feel guided, supported, and like they have options?
The conversations we’re having with the client families of today are much different than the ones we had, say, ten years ago. And it’s the conversations you’re having with client families that are at the heart of every extraordinary customer service experience. Say the wrong things, and you’re bound to offend someone… or even worse, lose a client family all together.
We asked our tribe of funeral professionals all over the world “what should you NEVER say to grieving families as a funeral professional?” on our social media channels, and we found our 8 top offenders.
Without further ado, here’s our list of the top 8 things you should stop saying to grieving families, and a little guidance on what to say instead.