August 2020

Page A28 AUGUST 2020 FUNERAL HOME & CEMETERY NEWS S ec t i on A • Family Owned and Operated • 20+ Years Industry Experience • New Product Increases Settlements • No Contracts... Free Recycling Tote Cremation Metal Recycling 800-664-8365 cremation metal recycling - responsible recycling charitable foundation cmr@metrocast.net www.cremationmetalrecycling.com Call 651-450-7727 to request a wholesale catalog, Our Extra-Large Cremains Bags (13”x 15”) are perfectly sized for the Standard Plastic Human Service Urn. or visit UrnBags.com to order some bags. Just $2.90 each*. * Bags sold in multiples of 10 Choose from Black, Blue, or Burgundy J t $3. 0 each* By E lleanor S tarks B easley , CFSP Founder and Executive Director 2019-2020 A wards of E xcellence 100 B lack W omen of F uneral S ervice , I nc . A new generation of women are rising to the challenge of a meaningful and rewarding profession in funeral service. Many have come from other successful careers, bringing that education and experience into another great industry, doing what they love. They have changed the face of a once dreary profession in the 21st century. To these women in funeral service we say thank you for thinking outside the box. We have not only added stiletto heels to the professional dress code, but also a savvy attitude, unmatched work ethic and a compassionate commitment to service and excellence. If you don’t have a woman in a key position on your staff, you are missing a phenomenal opportunity. Some may call it hiring diversity but I call it a smart move, taking your business to another level. If you don’t know where to look, nearby mortuary schools will be glad to assist you. The 100BWFS is always available to help you find what you are searching for. Email us at 100BWFS@gmail.com. We want to make the funeral service profession the go-to career for those who know the importance of performance, compassion, commitment and excellence in service. 2019-2020 A wards of E xcellence P reston F uneral and C remation S ervices Tucson, Arizona Reverend James N. Preston and Irene Preston 2020 L i v i ng L egend W i nners A funeral director and embalmer, Reverend James N. Preston graduated from the Simmons College of Mortu- ary Science in Syracuse, NY. He owns and operates the Preston Funeral and Cremation Services in Tucson, AZ alongside his wife, Irene Preston, also a licensed funeral director. Although both are members of the Ep- silon Nu Delta Fraterni- ty, the pastor only served as president from 2014- 2015 and 2015-2016. Reverend Preston served in the pastoral minis- try for over 30 years and is currently the pastor of Bethesda Community Baptist Church in Phoe- nix, AZ. He has con- ducted through his be- reavement ministry, grief support group for 25 years. Pastor Preston is a member of several boards and organizations in the com- munity and is an advocate for those who are disenfran- chised by society. He is the only person to receive the duel NAACP Image for Religious and Business leader- ship award in the Phoenix community. The pastor’s love and concern for people keeps him in demand as a speaker, teacher and counselor. Congratu- lations to this 2020 Licensed Funeral Couple and Liv- ing Legend Winners. Critical Talking Points for a Critical Time Dead Ringers, a telephone mystery shopping compa- ny for deathcare businesses, has observed an influx of calls from consumers with concerns about COVID-19 protocols. Unfortunately, according to Dead Ringers’ data collected over the past few months, phone profes- sionals are consistently stumbling through these inter- actions when they should be conveying this critical in- formation with confidence and ease. Even months into the “Coronavirus Crisis,” mandates seem to change daily and businesses, especially death- care businesses, must stay nimble and empathetic. How deathcare professionals answer the phone is even more important than ever, and failing to address a consumer’s COVID concerns could be costly. Based on Dead Ringers’ research, there are three questions deathcare providers are currently receiving from consumers: “Is it safe to have a funeral service?” “Should we just have a direct cremation?” and “Can I make arrangements over the phone?” Is your phone staff prepared to answer these questions? Dead Ring- ers’ data says otherwise. Here are suggestions from Dead Ringers on how to re- spond to these inquiries properly. Please note: these are merely suggestions and your responses should match what your business is able to provide at this time. 1. Is it safe to have a funeral service? “Your health and safety are very important to us. We are following all mandated guidelines on social gatherings and social distancing. We are providing traditional service op- tions at our location, but we are also providing video streaming so friends and family can attend the service from the safety of their home.” 2. Should we just have a direct cremation? “Your health and safety are very important to us. We are follow- ing all mandated guidelines on social gatherings and social distancing. You should not change how you would prefer to do a service based on the situation; there are still options available to you. Here are some solutions... Cremation is a valid option. We can still plan a memorial service at a time and place that is right for you.” 3. Can I make arrangements over the phone so I don’t have to come in? “We would be glad to do as much as possible over the phone or a video streaming option. However, there may be some items that require us to meet in person. Please be assured we’re taking all nec- essary precautions to make sure our facility is safe to visit. We can also meet in your home; you don’t have to come to us.” Dead Ringers urges business owners to partner with their staff to prepare responses to common COVID questions. In this time of unrest, conveying confidence in every consumer interaction is absolutely vital. Having prepared responses is just one step toward making sure clients feel assured and at ease. Dead Ringers was founded in 2015 as the only Mys- tery Shop Provider (MSP) for the deathcare profession. They’re not your standard MSP. They are evaluators— not just secret shoppers. They are prepared to analyze ev- ery aspect of the customer experience—from the phone call to the website to social media. They are data-focused and deliver facts (not opinions) in a state-of-the-art in- teractive interface. Lastly, they are solution oriented. Dead Ringer doesn’t stop at measuring their custom- er experience. They offer tried-and-true methods to improve their staff’s per- formance so they can make the most of every custom- er interaction. Dead Ring- ers is proud to offer tele- phone mystery shopping, consulting, and compre- hensive training solu- tions to businesses, asso- ciations, and events of all shapes, sizes and indus- tries. Interested in learning more? Visit DeadRingers. co, email info@deadring- ers.co, or call Nicole Wi- edeman at 513–225–5935 to learn about their service options and connect with their team. C I NC I NNAT I , OH— The phone has become an even more vital communication tool for the deathcare pro- fession. The team at Send Us Your News! PO Box 5159, Youngstown, OH 44514 Fax 1-800-321-9040 Email info@nomispublications.com FUNERAL HOME & CEMETERY NEWS We welcome news of the industry. Send us information on your firm today! 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