In traveling the country speaking to funeral directors I have heard the same challenges expressed again and again. Although we are not in the season for celebrating Festivus, I would like to partake in the “airing of the grievances” with this Top 10 List of issues that many funeral directors face. This month we will tackle the Top 5 issues having to do with the customers we serve. Next month we will turn inward and look at the challenges that we personally face being in this industry.
In no particular order:
10. Not enough customers – With ethnic populations moving into other neighborhoods, some funeral homes find it a challenge to continue to serve current generations of families they previously served. Others find that there are too many funeral homes per square mile surrounding their own business. Add in the ability for consumers to “shop around” for the best price and you may find that you are spending too many days dusting an empty funeral home.
9. Too many customers – Now this may seem like a luxury problem to those who fall into the category above, but for funeral directors juggling several funerals at the same time, it can be difficult to get everything done. It seems that no sooner do you end one phone call when another comes in or your staff is texting you for information. You are always “connected” and “on call” and days off seem few and far between.
8. Customers without any money or insurance – Getting customers is one thing, having them be able to pay you is another. One funeral director explained to me years ago that he always gets the money upfront because, “When the tears stop flowing, so does the money.” Many people are unable to afford a life insurance policy into their later years and have little in savings. Families in need of your services scramble to find a way to pay for even the basic services required. You heart goes out to them, but you are also aware that the one thing you don’t want to “go out” is your electric service…or heat…or any number of things required to run your funeral home. It is a balancing act between compassion and business and ways are generally found to accommodate families, but with a bit of work on your part to make it happen.
7. Customers who expect my complete attention with no regard for other families I am also serving - This is a really long way of saying, “I am here for you, but I also have others who need me just as much.” (see #9 above) While you strive to give 100% expert service to every family you serve, there are some people who want to suck the life out of you and demand more time than necessary to meet their needs. Setting healthy boundaries just doesn’t seem to matter to these people and it can be a challenge to make them happy while still serving other families (not to mention all of your other workload…)
6. Too much paperwork – Speaking of “your other workload,” paperwork has become cumbersome, excessive and completely necessary. Contracts, consents, human body receipts and death certificates rule your day. Chasing down doctors, filing paperwork, getting it all to the family and to the correct person at your funeral home…life becomes a steady stream of forms, filing and fuming.
Even with all of the challenges above, the one thing I hear again and again from funeral directors is that they absolutely love their chosen profession and have no regrets about the work they do. It is not a “job”, it is a “calling” and it is a noble profession that makes a positive difference in people’s lives every day. And that is why, despite the challenges, funeral service is filled with the most dedicated, compassionate and fun people around.