Agenda Printer Friendly
STEP 1: Acting on Cremation Challenges Together
8 to 9:15 a.m.
Sales Director for Cremation Options, Batesville
It’s no secret that more families continue to select cremation when a loved dies. What is surprising is that funeral professionals often have a narrow view as to what these families really want when they select cremation as their choice for disposition.
Nectar Ramirez will explore what drives the decision-making process for cremation families so you can:
• Put together an action plan to address their needs.
• Position your unique value proposition.
• Overcome typical objections.
By understanding what cremation families truly want, you’ll be better equipped to position products and services that will boost customer satisfaction and company profits.
BREAK: 9:15 to 9:30 a.m.
STEP 2: Boosting Business with Pet Cremation
9:30 to 10:45 a.m.
Owner, Two Hearts Pet Loss Center
Demand for pet memorialization continues to explode, and while a number of funeral homes, crematories and cemeteries serve this niche, many families still aren’t having their needs met.
That’s good news for those looking to build or expand an existing pet loss program to enhance goodwill in the community, boost profits and complement an existing human business.
Coleen Ellis, one of the leading pet memorial specialists in the world, provides you the tools you need to:
• Turn pet families into customers for your human business.
• Generate more referrals by helping families with pets.
• Offer more products and services by serving this niche.
• Earn positive media exposure and get free publicity.
Get the tools you need to expand market share and help your community by focusing on pet cremation.
STEP 3: No-Frills Cremation: Friend, Foe or Both?
10:45 a.m. to Noon
Founder and President, The Foresight Companies
Unless you set up your business to focus on direct cremation, you’re probably struggling to stay profitable when so many cremation consumers seem fixated on price.
In this session, Dan Isard explores whether getting into the no-frills cremation business is right for you. Learn how to:
• Differentiate between the myths and realities of operating a no-frills cremation business.
• Keep a low-price cremation business from cannibalizing your existing brand.
• Set prices and budgets that will allow you to succeed.
Isard will also unveil new research from a client that investigated offering no-frills cremation on a national basis, as well as lessons learned from other clients that have built successful cremation societies at standalone locations.
LUNCH: Noon to 1 p.m.
The History of Implant Recycling
1 to 1:15 p.m.
Implant Recycling explores the fascinating history of recycling implants, and how doing it right can provide families with peace of mind while also helping the environment.
Step 4: Best Practices to Minimize Legal Risk
1:15 to 2:30 p.m.
Lara M. Price
General Counsel, Cremation Association of North America
Lara Price puts out her share of fires as the general counsel for the Cremation Association of North America and the Texas Funeral Directors Association, and this is one presentation you’ll want to hear – whether you own a crematory or work with a third party.
After this presentation, you’ll walk away knowing how to:
• Enforce chain-of-custody procedures that drastically reduce mistakes.
• Navigate disputes and questions about the right to control remains.
• Manage crisis situations involving cremation.
• Document family decisions and funeral home activities that could get lawsuits dismissed and/or minimize your liability.
• Inspect a third-party crematory and/or your own facility.
Filled with case studies of firms that have done it wrong and right, Price’s practical guidance won’t just allow you to safeguard your reputation – it could be the very thing that allows you to stay in business.
BREAK: 2:30 to 2:45 p.m.
STEP 5: The Art of Cremation Phone Inquiries
2:45 to 3:45 p.m.
Director of Professional Development, Aurora Casket Co.
Anyone who works at a funeral home or crematory needs to know how to communicate with families asking about cremation over the phone.
In this session, you’ll hear about case studies and engage in role-play that will help you:
• Convey a professional and value-focused image when communicating with families.
• Answer cremation inquiries effectively while paving the way for easy communication.
• Follow the rules of proper phone etiquette.
Giving phone calls from cremation families the attention they deserve results in positive results for you and your families. You’ll leave this session with an action plan to extend the phone conversation and exceed family expectations.
BONUS: Q&A Panel
3:45 to 4:15 p.m.
Ask the speakers whatever you want, and get personalized guidance on how to implement best practices that will help you protect your firm, deliver excellent customer service and boost market share.