In funeral service, we talk a lot about caring for people. We talk about serving families, supporting communities, and showing up in life's hardest moments with compassion and professionalism. We should. That is the heart of what we do.

But here is the question I keep coming back to:

Recently, I visited a funeral home and was reminded of something that’s so easy to overlook. A staff break room had slowly become a catchall space. Extra items had found their way in. Things that belonged somewhere else were stacked there. The room no longer felt like a place for people to pause, breathe, regroup, or reset. It felt like an afterthought.

It is not.

If the only place they have to sit, think, eat lunch, or recover between hard conversations is crowded, neglected, or treated like storage, that sends a message. Even if no one means for it to. It says your space is not worth protecting. Your comfort is not worth the square footage. Your humanity comes after everything else that needs a place to go.

Funeral service is deeply emotional work. It asks a lot of people. Long days. Unpredictable schedules. Constant emotional presence. Physical demands. Mental load. Compassion on demand, even when your own tank may be running low.

That kind of work requires restoration, and restoration does not have to be elaborate. It can be a clean break room. A quiet office. A place to sit down and close the door for ten minutes. A space that feels cared for, one that says: we thought about you when we built this. We wanted you to have somewhere to land.

When I say sacred space, I do not mean expensive. I mean thoughtful. Intentional. Created with your team's wellbeing at the center.

Here are some specific things worth considering as you build or refresh a restorative break room or quiet space:

These are small investments. The return on them, in staff wellbeing, retention, and culture, is significant.

If we want to recruit and retain the next generation of funeral professionals, we have to pay attention to more than pay and benefits. Those things count, of course. But culture is built in very practical ways. It shows up in everyday decisions. It shows up in whether staff has the tools they need. It shows up in whether people feel respected. And yes, it shows up in the spaces we ask them to work in and live in for much of their day.

You cannot say you value your people while giving them the leftovers of your building.

You cannot ask people to pour care into others while giving them no place to recover themselves.

And I do not mean fancy. I mean intentional.

Look around your building this week with fresh eyes. Walk into the employee spaces the same way you would walk into a family room before a service. What do you see? What has been neglected? What has been repurposed? What has quietly become acceptable over time that should not be?

Then ask a harder question:

If I were a new employee walking in here for the first time, what would this space tell me about how this organization sees its people?

Because your team is paying attention. Current employees are paying attention. Future employees are paying attention too.

In a profession facing real workforce challenges, we need to think differently about what makes a workplace sustainable and attractive. Respect is not just verbal. Support is not just philosophical. Care is not just external.

It has to live inside the walls.

So start there.

Protect the break room.

Clear the clutter.

Create breathing room.

Make space for people, not just operations.

Because when we honor the people doing this work, everyone feels it. The staff, the culture. And ultimately, the families served.

Spaces are not only physical. They are also about the space we create for people to grow, learn, and become who they are capable of being. As leaders, we should be asking ourselves: How are we supporting our teams and emerging leaders beyond their day-to-day responsibilities? Are we investing in their growth? Providing opportunities for them to recharge, gain new perspectives, build confidence, and develop the skills needed to lead effectively?

These questions were part of the inspiration behind Funeral Women Lead's annual Unleashed Leadership + Wellness Summit, which was created to provide women in funeral service and deathcare with dedicated time and space for both personal and professional development. As we prepare for our second summit this September, it serves as a reminder that creating space for growth is one of the most meaningful investments we can make in the future of our profession.

Lisa Baue is a pioneering leader in funeral service and a passionate advocate for women in deathcare. A third-generation funeral director, she served as CEO of Baue Funeral Homes, Crematory, and Cemetery in St. Charles, Missouri, for nearly four decades, growing the company into one of the Midwest's most respected multi-location death care enterprises.

A licensed funeral director since 1979, Lisa purchased her family's business at 33 following the sudden death of her father, navigating grief and debt to build a company that became a national model for culture, retention, and heart-based leadership.

Since selling the business in 2019, she has devoted herself fully to the next era of the profession. She founded Your Funeral Coach in 2021 and launched Funeral Women Lead Foundation in 2024, the only nonprofit dedicated entirely to advancing women in the funeral, cremation, and cemetery profession through leadership development, mentorship, wellness and community. Her debut book, Wake-Up Calls: A Journey of Learning to Lead and Succeed in the Funeral and Death Care Profession, was published in 2025. A past board chair of the Funeral Service Foundation and a nationally recognized speaker, Lisa continues to mentor and inspire the women who are shaping funeral service's future.

If this call came in right now, would you know exactly how to guide the conversation? Would you feel confident turning a phone shopper into a family you can serve, or would you unintentionally send them looking elsewhere?

Cremation phone shoppers aren’t just comparing prices. They’re comparing experiences, and your first impression sets the tone for everything that follows.

When consumers call CANA, their questions vary — what to do with an urn at home, how to trace a tag, even genealogy — but most often, they’re looking for a cremation provider. We take time to explain the process, outline what’s included in a cremation, suggest questions to ask, and gently guide them toward CANA member firms in their area.

If they’re calling us, they’re likely ready to call multiple businesses. They’re gathering information, gauging tone, and trying to understand who will treat their family with care.

For many callers, this is their first introduction not just to your business, but to funeral service as a whole. They don’t know what they don’t know, and your response shapes their understanding of cremation, service options, and what “good care” looks like.

Here are a few of the questions we encourage families to ask when they begin phone shopping:

• Do you allow family members to witness the cremation?
• How do you track the body through the cremation process and verify identity afterward?
• How are cremated remains returned if an urn isn’t provided?
• What is your policy on disposing of or recycling prosthetics?
  

A trustworthy provider answers openly, confidently, and without hesitation. If a firm avoids or minimizes these questions, families notice — and they move on.

Taking the time to explain not just what you do, but why you do it that way, builds trust long before the family walks through your door.

This is your moment to stand out.

When a caller says, “I’d like some information on cremation,” or “Can you give me a price?”, remember: they’re not just asking for numbers. They’re asking for guidance. Often, price is the only question they know how to ask.

Your job is to open the door to a real conversation.

Start with their name. Then ask whether they’ve ever been involved in making cremation arrangements before. Their answer tells you how much education they need — and how much reassurance.

If they haven’t arranged a cremation before, they may need help understanding the process, timelines, service options, and what decisions come next. If they have arranged one, ask what they liked or didn’t like. Their experience may be outdated, limited, or shaped by a provider who didn’t offer the choices available today.

This simple shift — from answering questions to guiding the conversation — is what turns a phone shopper into a client family.

A thoughtful close reinforces professionalism, warmth, and trust — and leaves the door open for the family to return.