A superior staff is a central and vital component to developing an outstanding business. Underlying the surface of the business, individual staff members must have both a sense of teamwork and a drive to increase their personal development.

  One simple tactic that improves service, professionalism and a sense of pride at both the business and individual level – employees and owners included – is using courtesy statements. Courtesy statements help individuals improve themselves while simultaneously allowing the business to better serve the community.

  The following is a list of courtesy statements to implement in all death care related businesses:

Share warm and friendly greetings and goodbyes.

•     Begin and end each day with sincere “good morning” and “good night.”

•     Smile and make direct eye contact as you work around others.

Create a positive work environment.

•     Be enthusiastic about your role.

•     Bring your best attitude to work each day.

•     Leave your personal problems outside the workplace.

•     Be caring and helpful to your fellow teammates.

Respect each individual’s spirit.

•     Speak positively about one another.

•     Eliminate gossip.

Catch people doing the correct thing.

•     In public, praise one another.

•     Maintain four-to-one positive to negative comments.

•     Celebrate individual and team successes.

•     Offer positive feedback.

Resolve conflict positively.

•     In private, speak directly with the person.

•     Be respectful in all such discussions.

•     Agree to disagree at times.

•     Finish on a positive note.

Value personal accountability.

•     Admit fault and apologize before the day is over.

•     Thank others for constructive advice and suggestions.

•     Honor all deadlines.

•     Focus on problem-solving rather than placing blame.

•     Learn from mistakes and make necessary adjustments.

Bring your best attitude to work every day.

•     Smile, smile and smile.

•     Have fun: Take work seriously, but keep it light.

•     Always do what is expected – and then some.

•     Lead by example: Volunteer for what needs to be done.

Communicate effectively and enthusiastically.

•     Say “please” and “thank you.”

•     Be a good listener.

•     Pay attention when others are speaking.

Support each other.

•     Offer your help and lend a hand – no matter the task.

•     Never say “It’s not my job.”

•     Be slow to criticize and quick to praise.

•     Offer a solution when addressing a problem.

•     Coach new team members.

Make a difference in each other’s lives.

•     Recognize and enjoy each other’s differences.

•     Learn new ways from someone different.

  Implementing these seemingly basic practices creates a ripple effect. If an owner uses these practices on a regular basis, employees will follow. Alternatively, if an employee implements the practice his colleagues will follow. Either way, the ultimate result is a focus on teamwork, value on personal development and courtesy, and superior customer experience.