It’s no secret that consumers’ increasing preference for cremation is impacting the traditional funeral home business model. Because cremation services generally produce lower revenue, many funeral home owners are expanding their product and service offerings. Others are discovering ways to serve the needs of new groups within their communities. As reported in IBISWorld industry research and echoed in the NFDA’s 2023 Cremation & Burial Report, “It is predicted that funeral homes will continue to expand their array of extra services offered to families; increase their focus on niche markets to differentiate themselves; and draw attention to their value-added services, such as … serving groups with diverse cultural and religious preferences.” Cultural differences play a significant role in funeral practices and the better we understand the religious and cultural diversity of our communities, the greater our opportunity to serve those groups. Ask yourself three questions:
Breaking Down Cultural BarriersIn Orange County California, for example, our team at The Omega Society was contacted by a writer for Orange Network, the monthly magazine of the Orange County Japanese American Association. She was writing a story to inform and educate the local Japanese American community to the range of funeral, cremation and burial options available from the Society. Southern California has the largest Japanese American population in North America, and many adhere to the beliefs of the Shinto faith. She told us that in Shintoism, terminal illness, dying and death are considered “impure,” making frank discussions of death and dying very difficult and even taboo. The result is a population with insufficient knowledge of end-of-life care and local resources available to assist them when the need arises. Our Omega Society location leader met with this writer for a tour of our facility and a wide-ranging discussion that included cremation options, costs, the advantages of prepayment, and options for the disposition of cremated remains. The resulting article did a great deal to shed light on this important subject and positioned The Omega Society as a caring local partner with professionals ready to assist the Japanese American community with all their funeral service needs. This is just one example of funeral professionals who are filling unmet community needs and finding new markets among diverse cultural and religious communities. Honoring Buddhist TraditionsLocated 20 miles southeast of downtown Portland, the city of Happy Valley is one of the most diverse communities in Oregon, including an Asian population of more than 22 percent. Our Sunnyside Funeral, Cremation and Memorial Gardens has worked with local Buddhist temples to serve this community for more than 60 years. Buddhists believe that the soul is reincarnated; death is not the end, so it is not to be dreaded. Most Buddhist societies cremate their dead to purify and free the soul, and aid in the attainment of enlightenment -- just as The Buddha himself was cremated. “Although funeral services can vary by sect of Buddhism, all are beautiful, meaningful celebrations in which family members participate over a two-day period,” said Sunnyside General Manager Samantha Haxton. “Common elements include an invocation to the Buddha, offerings of food and flowers, readings from Buddhist scriptures and a procession of monks. The body of the deceased is transported to our crematory on the second day, where final chanting and praying proceed cremation. Some of our Buddhist families choose to permanently memorialize their loved ones by interring their cremated remains at their temple and many are placed at our Sunnyside Memorial Garden near a large statue of Buddha.” Cultural and Religious Diversity are Here to StayThe shift in ethnicities and increasingly diverse funeral traditions across the United States will only accelerate in the years ahead. As funeral professionals, it’s our job to learn about and appreciate the different cultures and religions present in our communities. We need to make ourselves seen in these communities and let families know we are available and ready to serve them in keeping with their unique customs and rituals surrounding death and mourning. Do your research, build relationships and provide support to all segments of your changing community. Differentiating your funeral home by understanding and accommodating all types of funerals will help you remain a trusted service leader for years to come. May is designated as Asian American, Native Hawaiian and Pacific Islander Heritage Month to recognize the contributions and influence of these communities to the history, culture, and achievements of the United States. As experts in service, expanding your cultural IQ not only helps you serve your whole community, but also helps them to know they can turn to you when in need. Take some time in May – and year-round – to learn something new about the people in your community.
Catch CANA and Foundation Partners this week at 2024 ICCFA Annual Convention & Expo for a session on Preserving Celebrations in a Cremation-Centric World!
This post excerpted from an article of the same title published in The Cremationist volume 60, issue 1. Members can read the full article by logging in to the CANA website. Not a member yet? See the full benefits of membership and join today!
What do consumers want? This is the $64,000 question everyone involved in the death care profession is trying to answer. You know your aftercare surveys are overwhelmingly positive. You track your online reviews and celebrate the positive ones, while addressing the negatives. You know your community and encourage engagement with local groups. Your reputation is your brand and you sleep well at night knowing the top-notch service you provide. At the same time a vocal minority of volunteer funeral consumer advocates have been telling the FTC staff for years that funeral service is criminal and in need of close scrutiny. Despite record low complaints, the Funeral Rule remains in place and is likely to be revised. Over the past three years, I have been the lead staff person working with the CANA board, members and other death care leaders to craft comments and responses to the FTC’s proposed revisions. On September 7, 2023, I was privileged to participate in the FTC Workshop: Shopping for Funeral Services. In addition to representing our profession to the regulators and consumers, the event provided a chance to listen to the arguments and requests set forth by consumer advocates and industry reformers. You can watch the recording yourself on the FTC’s website, but here are my key takeaways on how consumers view the funeral profession. FTC COMMISSIONER AND STAFF REMARKSOpening and closing remarks from the FTC focused on how unique the funeral profession is and how important the Funeral Rule is to the FTC. Commissioner Rebecca Kelly Slaughter opened the workshop by describing how the Funeral Rule protects customers when they are grieving and vulnerable, and also promotes competition – two reasons the Rule is central to the mission of the FTC. The commissioner quoted NFDA average funeral costs pointing out that funeral expenses carry the third largest price tag after a home or car, but they are the only obligation everyone will universally experience. From the title of the workshop, “Shopping for Funeral Services,” to the selection of panelists, the FTC staff focused on the transactional nature of death care. Consumer advocates are dedicated to lowering prices and educating consumers about the elements of funeral service that are necessary and those that are optional. The General Price List (GPL) is their primary tool used for these purposes. Associate Director of the FTC’s Division of Marketing Practices Lois C. Greisman closed the workshop by thanking panelists and the hundreds of attendees who attended in-person and online. She hailed the workshop as a success because the day held lively conversations designed to dig into pressing concerns. There were many disagreements during the course of the discussions, but it was an important opportunity to reimagine the future HOW HARD IS IT TO POST A GPL?During the event, consumer groups advocated hard for posting the GPL on existing websites, particularly for businesses that complete sales online. They maintained that posting a PDF or adding content to a website would be marginally expensive to the business and would build trust. These are difficult arguments to refute. Some consumer advocates admitted that the GPL is confusing and not ideally suited as a standalone planning document. They conceded that it is designed as a tool that is best used in conversation with a funeral director. However, the GPL is up for discussion. That means consumer advocates are empowered to suggest many additions and changes to GPL-required items (including third party crematory fees and other "hidden" fees) and disclosures (like the legality of home funerals, embalming disclosure to include federal and state law reference and then business capacity/policy). The common ground between all workshop participants was an acknowledgement of the necessity for consumer education on selecting and planning funeral goods and services. Members of the profession tended to argue that the GPL was a tool used in consultation with a funeral director. The advocates argued for posting it online and then having the consumer approach funeral providers with informed questions or selections. Throughout the day, there was a strong emphasis on how much the funeral profession and consumer preferences have changed over the past 40 years. It was repeatedly observed by reformer panelists that consumers want more control over and participation in funeral planning and activities. Industry protests against mandatory price posting were countered with accusations of hiding and thievery. Obviously, it’s true that transparency builds trust and many CANA members who post their pricing cited that as a primary reason. However, simply posting the GPL alone will not address the issue because, as we know, shopping for funeral services is a unique and complex experience. My takeaway is that consumer groups, like the Funeral Consumer Alliance and Consumer Federation of America, are focused on transparency and the ease of price comparisons. This can lead to the creation of comparison websites and concierge services—or even a Consumer Reports-style comparison survey or report. Just as the profession prefers not to be required to post pricing, consumers resent being forced to use funeral providers who aren’t transparent. THE DEVIL IS IN THE DETAILSThe discussions about the logistics of posting pricing online, assuming it becomes required, centered on details. The consumer advocates on the panel debated format: HTML vs. PDF, mobile-friendly versions, and other accessibility questions. Should the FTC require a specific font, size, color, or document format? Or set general requirements that GPLs are “clear and conspicuous”? Should there be machine- and human-readable requirements? Consumer advocates were arguing for uniformity to assist their work in comparing GPLs, but failing to recognize that funeral providers are businesses who are actively pursuing calls. Technology will change, but market forces will ensure funeral providers meet consumer needs to earn their business. We also discussed that the primary purpose of a funeral provider’s website is to post obituaries and service information. A secondary purpose is to facilitate online condolences and the third is to sell funeral goods and services. This information is based on research CANA conducted among members, and it was well received by the panelists. The research showed that, among CANA members who post pricing, fewer than 1% of website visitors clicked on the pricing information. Additionally, the use of apps or social media largely supports backlinks to the provider’s website and is, therefore, not a replacement for a website. Advocates countered this argument by pointing to the fact that the death rate is about 1% of the population. While true, the death rate and clicks on pricing information have no direct connection. It is an interesting coincidence, I suppose. Discussions around fees were largely non-controversial. There was agreement on the advantages of the ability to discount basic service fees and the difficulties of requiring listing of cash advance items, including third party crematory fees, on the GPL. Basic service fees fall within control of the funeral provider, but cash advance items do not. There also seemed to be acknowledgement that “Direct Cremation” has become a package in the consumer’s mind. Cremation services have changed during the 40 years of the Funeral Rule, and one required item, Direct Cremation, does not meet the modern consumer’s needs. This is an exciting opportunity for our profession to influence the FTC on this topic. Are consumers happy with funeral |
Barbara Kemmis, CAE is Executive Director of the Cremation Association of North America, where she promotes all things cremation through member programs, education and strategic partnerships. After more than 20 years of experience in association leadership, Barbara knows that bringing people together to advance common goals is not only fun, but the most effective strategy to get things done. Barbara has served two prior professions as the Director of Member Services at the American Theological Library Association and Vice President of Library and Nonprofit Services at the Donors Forum (now Forefront). Barbara earned a master’s degree in library science from Dominican University, a graduate certificate in nonprofit management from North Park University and a B.A. from Earlham College. In 2021, Barbara earned the Certified Association Executive credential in recognition for her expertise and experience. |
Jason Widing is Vice President of Business Development for Foundation Partners Group. He has more than 15 years of business development experience in the funeral services industry. Prior to joining Foundation Partners, Widing was Senior Director of Business Development for PRECOA where he was responsible for driving and delivering new business objectives through strategic partnerships. Jason currently serves as the Legislative Chair for the Oregon Funeral Directors Association Board of Directors, as well as serves on CANA's Board of Directors. When not working, Jason enjoys motorcycle rides, Oregon Duck's football, and exploring the world with his family. |
Eric Layer is the author of The Right Way of Death: Restoring the American Funeral Business to Its True Calling. Eric has spent his entire life around funeral service. His parents were married in the chapel of the mortuary where they both worked, and his childhood was marked by firsthand experience with the funeral homes and cemetery where his family built their careers. Today, he leads the death care division as partner at McKee Wallwork, an internationally recognized marketing advisory firm that specializes in generating momentum for stalled, stuck, and stale industries and brands. There, he has consulted for globally recognized funeral brands and has played an integral role in their campaigns, products, and research efforts.. |
Jason Ryan Engler is a licensed funeral director and is known as the Cremation Historian. His interest in the funeral profession came at an early age in his life and his intrigue with the practice of cremation memorialization has put him on a journey of appreciating the beauty of the torch over the spade. Not only is Jason a practicing funeral director, he is also a speaker for local, state, and national associations. He also serves as the Cremation Historian for both the National Museum of Funeral History and the Cremation Association of North America. Mr. Engler’s articles have appeared in regional and national funeral and cremation trade journals including “The Dead Beat,” “The Cremationist of North America,” and “Funeral Business Advisor.” Additionally, he is author of the book "Body to the Purifying Flame: A History of the Missouri Crematory, St. Louis, Missouri." |
Welton Hong, is the founder of Ring Ring Marketing® and a leading expert in creating case generation from online to the phone line. He is the author of Making Your Phone Ring for Funeral Homes, Second Edition. |
Andrew Buck is the Content Strategist for Mighty Citizen. He studied English and Communications at The University of Texas before beginning a long career in the world of nonprofit marketing and fundraising. Eventually, he combined his love of words with his love of performance to become a software trainer, traveling the country teaching fundraisers how to better manage their data. At Mighty Citizen, Andrew plays a dual role: helping craft internal marketing content as well as partnering with clients on a variety of content projects—including research, messaging, strategizing, branding, and content governance. |
Kathy Schaeffer, principal of Kathy Schaeffer Consulting, LLC (KSC), is a lifelong Chicagoan who now spends her time in Chicago and Michigan. Kathy founded Kathy Schaeffer and Associates, Inc. (KSA), her issues-oriented Chicago PR firm, in 1994. Today, through KSC, she continues to serve clients trying to make the world a better place. CEOs praise Kathy’s media and spokesperson training and strategic counsel. Intuitive, inquisitive and straightforward, Kathy stands apart from sycophantic publicists. When she’s not working, you'll find Kathy swimming, biking, cooking or tasting wines. |
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