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The Framing of a Fiery Controversy: Part 1

Posted By CANA, Wednesday, May 17, 2017
Updated: Tuesday, July 18, 2017
The Framing of a Fiery Controversy: Bethany, Oklahoma

 

If you are thinking of expanding your business by building a crematory, your community may not welcome you with open arms. Even if you are well-established and well-respected. We at CANA hear the stories of these often fought battles regularly. These battles are wars of words, and often are a result of opponents to the crematory not having all the facts, or even correct facts, to support their view.

Take the sleepy little conservative town of Bethany, just outside of Oklahoma City, as a case-in-point. A very well-known and respected funeral home submitted their Planned Unit Development proposal to construct a chapel and crematory and squeaked by with the votes to get approval, despite the vocal and loud objections from residents. The first hurdle was overcome. However, the community backlash that followed eventually caused the funeral home to withdraw their proposal. But because a referendum was already in progress and could not be stopped by law, the withdrawal didn’t matter. The community then broadened their appeal, and began vilifying the members of the city council who failed to heed the voice of the people. They did this by shaming the members on a billboard for all to see. Six months later, the community was finally successful in convincing the city council to overturn the approval. The funeral home will not be able to grow and expand.

There were several surprising issues that were observed from this series of events. First the community, though very conservative and home to several faith-based universities, did not object based on religious reasons. In fact, some of the opponents planned to be cremated themselves. Their concerns centered around air quality, depreciation of property and its proposed location (next to a senior living center, restaurant and other retail stores). Eventually, they even brought traffic and parking in to the mix as issues of concern. Another surprise was that the community did not attack the funeral home, but instead this inanimate object called a crematory.

There were also several lessons learned in this situation. Location will play a significant role in the type and frequency of opposition. In addition, this opposition can be formidable and adaptable and hard to predict. While accurate technical data is necessary in presenting your side, you must also account for the emotional response that may come from opponents and not ignore it. Finally, be aware of "planned opposition." The internet is chock full of forums and groups all too willing to share tactics.

How will you prepare when the time comes for you to build a new crematory? Stay tuned for Part Two as we share advice from CANA manufacturer members in future blog postings.


Members can read the full article in Vol. 53, No. 1 Issue of The Cremationist.

Not a member? Consider joining your business to access tools, techniques, statistics, and advice to help you understand how to grow the range of services and products you can offer, ensuring your business is a good fit for every member of your community – only $470!

Tags:  consumers  installation  manufacturers  public relations 

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Asking the Right Questions: Interviewing Families with an Event-Planner Mindset

Posted By CANA, Wednesday, April 12, 2017
Updated: Tuesday, July 18, 2017
Asking the Right Questions: Interviewing Families with an Event-Planner Mindset

 

Have you ever really planned a funeral service event?

Sure, the flowers are set up, the urn is in place, the seats are reserved, and staff knows exactly what to do and when to facilitate a flawless service. But all too often, the actual ceremony, the most meaningful part and the invaluable marketing tool telling everyone in the audience what you do matters, is left in the hands of the family.

For most of us, consulting with families is a mixture of how the person we interned under did it, mixed with a lot of trial and error. Though we want to serve well, we default to an "Every family, every option, every time" approach giving the family our entire set of resources, in hopes that they will choose well. But to your client, it means "I’m unwilling to get to know you, so I’m dumping my entire bag of tricks on the table, and hopefully you can pick what you want."

Beyond legal and financial matters, they have five basic choices to make in their time with you, their trusted guide: 1) having a viewing, 2) type of remembrance event, 3) a final resting place for their loved one’s remains, 4) an appropriate container for saying “good-bye”, and 5) an appropriate urn and/or keepsakes.

As a profession, we have a tendency to either (a) make assumptions and not educate families well or (b) to overwhelm them with options. Instead, we must become expert consultants, asking the right questions and making meaningful recommendations.

Out of necessity, we have to ask families a lot of questions. We are skilled at asking questions clearly and compassionately. We often focus on the questions that meet our immediate needs, but we must also ask the questions that reveal memories and stories stacked with emotion and importance. Examples of these “feeling finding” questions are:

  • What are the special things you hope friends and family members will remember most about your brother?
  • Who were some of your son’s closest friends? What were those relationships like? How did they spend their time together?
  • When your grandmother found time to relax, what would she do?

Being a good interviewer hinges upon your ability to be a good listener. Fight the tendency to tell your own stories in response to what the family is sharing and focus only on the family at that time – set aside the to-do list and listen.

These answers allow us to guide families on the choices they need to make – your suggestions give them permission to be creative. Be willing to take the remembrance event outside your facility or bring the essence of a unique location inside because your recommendations should flow into the event experience itself. Consider the stadium, the beach, the driving range, and other outside-the-funeral-home-box places.

By focusing on asking the right questions and honing our creative event planning skills, you can ensure that each family’s experience is the best possible and that, ceremony or not, the outcome is an experience that you can be proud of having provided.



Foundation Partners

With thanks to Justin Baxley, Senior Vice President of Business Development for Foundation Partners Group, for sharing his passion and professional expertise.

For more information, take CANA’s new Cremation Arrangement Conference online class get more tips for talking to families.

Members can read more techniques in Vol. 53, No. 2 Issue of The Cremationist.

Not a member? Consider joining your business to access tools, techniques, statistics, and advice to help you understand how to grow the range of services and products you can offer, ensuring your business is a good fit for every member of your community – only $470!

Tags:  arranging  consumers  services  tips and tools 

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3 Simple and Effective Aftercare Touches (you may not be doing!)

Posted By CANA, Wednesday, March 15, 2017
Updated: Tuesday, July 18, 2017
Aftercare Touches You May Not be Doing

 

In the face of continued growth in cremation, CANA applies more than 100 years of experience to help funeral homes, cemeteries, and crematories seize this opportunity to build their businesses by nimbly shifting to a customer-centric approach. Simply stated, service does not begin when you get a call and it does not end when we return the cremated remains to the family. By incorporating some simple touches and tools, you can create a more personal relationship with your families in the aftercare process.

  1. Good Old Fashioned Correspondence, like a hand-written note.
  2. Create Engaging Events for your clients to attend such as an art/paint night party or host a mystery author/book event.
  3. Build your Brand by Dividing and Conquering – by training your team members to be extensions of your business.


Foundation PartnersWith thanks to Kitty Alexander, Community Outreach & Marketing Manager for Foundation Partners Group, for her invaluable insight.


Members can read more techniques in Vol. 53, No. 1 Issue of The Cremationist and make use of our new PR Toolkit for planning your community outreach strategies.

Not a member? Consider joining your business to access tools, techniques, statistics, and advice from the only association who focuses exclusively on cremation families – only $470!

Tags:  aftercare  consumers  tips and tools 

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