Posted By Administration,
Wednesday, August 8, 2018
Now that we are entering the final quarter of the year, most companies in the funeral service are working on next year’s marketing plans. As you move through this process, it’s a great time to ask (and answer) some key questions about your company and its operations.
A solid marketing plan assembles all of a company’s marketing objectives into one comprehensive plan. While each company has a unique set of goals, the overreaching aims for most firms are to increase business and, in doing so, grow revenues, profits and market share. Here are a number of questions to ponder as part of the marketing plan development process.
- Have your analyzed your competition?
You can learn a lot by taking an objective look at your competitors, their operations and their marketing efforts. Now would be a great time to take a long, hard look at what your competition is offering. You might be very surprised at what you find.
- What is your customer’s experience?
Happy families are loyal customers. Make the customer experience easy, enjoyable and convenient. When you do that successfully, they will use your firm and promote your company to others in the community. Evaluate every step of the customer’s journey once they contact your firm and work toward creating a customer experience that is unparalleled in your market. Remember, the little difference makes all the difference.
- How is your firm perceived in the community?
Discover what your reputation is and whether your “brand” matches your intention and perception. Talk to customers and prospects. You might discover a shortcoming that needs to be addressed or better yet, learn about a strength that you were not aware of.
- What, if any, changes or trends have emerged in your marketplace?
Research the CANA trends and make sure your services are still meaningful and relevant. Assess current customer needs and pain points, and make a plan to address them in your marketing messages. Look for growth opportunities in new marketplaces when appropriate.
- What did you do well last year, and where do you need to improve?
Some marketing plans are left on the shelf and not followed. In addition, even when implemented, some programs do not generate the expected results. In that case, it’s important to evaluate the components of each campaign, including the messaging, medium and the delivery. Ask for input from all team members to get a better understanding of what needs to change in the future.
- What strengths do you need to leverage and protect as well as what weaknesses must you address?
Figure out what you are doing well and make plans to make them even stronger. At the same time, take an honest look at where you and your staff fall short. Outline a plan to make this shortcoming a strength.
- What opportunities can you exploit and what threats should you plan to mitigate?
If you are in contact with other CANA members, find out what new services or products they offer and have had success with. Conversely, find out what regulations they are faced with in their states and communities – as it’s only a matter of time until they may find their way into your market.
- Is your vision and mission clearly acknowledged and understood throughout your company?
Without a succinct and easily expressed mission, it is unlikely that everyone will be united and be able to work together in a collaborative way to reach the outlined company’s goals. Find ways to remind the staff (and inform your families) about the vision through things like signage throughout the firm.
- Do you have well-defined strategies to drive your marketing initiatives?
Take a look at what products and services you plan to offer, how they will be priced, where you will interact with family and what you will communicate with them. Each of these is crucial in providing the backbone for the tactics and activities included in the marketing plan.
- Is your messaging customer-centric?
Today’s savvy families can spot a marketing pitch a mile away. Personalize messages to customers based on their pain points, needs and interests, and deliver them in a way they like. Successful companies create tailored, relevant communications based on customer preferences that highlights a key point of difference.
- Is your marketing plan written, known and supported throughout the organization?
While the vision, mission, goals, strategies and tactics are important components of any solid marketing plan, they are not enough. Make sure your plan includes a budget, schedule, assignment of responsibilities and a method of monitoring and evaluating plan performance. Share the plan and get buy-in and then fine-tune the plan throughout the year.
As you answer these questions, your marketing plan will begin to unfold. Start by focusing on the big picture and then define the specific strategies and tactics necessary to accomplish your goals. When strategy and tactics in your marketing plan work in tandem as they are executed, your company can efficiently and effectively reach its goals and enjoy success.
Joe Weigel put attendees though their paces at CANA's 100th Annual Cremation Innovation Convention on July 26, 2018 at the Fort Lauderdale Marriott Harbor Beach Resort & Spa in Session 2 • Marketing Boot Camp 101: You Must Start with the Basics, to acquire the core skills of a marketer to improve your firm’s overall competitiveness and increase revenues, receive a solid grounding in the tools, techniques and approaches used in a plan.
This article appears in The Cremationist Vol. 54, Issue 3 — CANA Members can log in to see this and more articles from our quarterly publication. 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!
With a wide range of valuable networking and educational opportunities, the CANA Convention featured sessions that examined the last 100 years of CANA conventions and growth in cremation, evaluated where businesses are today, and focused on the next 100 years by providing strategic and practical information for long-term success. Missed it? You can access Joe's full presentation recording and all other speakers' wisdom on our Learning Management System. View session descriptions and pricing here: gocana.org/CANA18.
Save the Date for CANA's 101st Annual Cremation Innovation Convention in Louisville, Kentucky July 31-August 2, 2019.
Joe Weigel is currently principal and owner of Weigel Strategic Marketing. a communications firm focused on cremation and the funeral profession that delivers expertise and results across three interrelated marketing disciplines: strategy, branding and communications. You can visit his website at weigelstrategicmarketing.webs.com. He also can be reached at 317-608-8914 or email@example.com.
tips and tools
Posted By Administration,
Wednesday, July 25, 2018
Updated: Wednesday, July 11, 2018
The funeral industry has a challenge on its hands: consumers are choosing cremation, but they know little about it. They don’t know the process, the possibilities for memorialization, and they don’t understand cremation’s history. Worse, because America’s cremation story has largely been untold, misconceptions about the industry fill the gaps.
Cremation in the United States is the new tradition. In 2016, cremation reached a major milestone when it eclipsed casketed burial as the most popular form of disposition—and it shows no signs of slowing. In 1960, only 3.6% of Americans chose cremation. In 2016, 50.1% did. But even as cremation has soared in popularity, a significant lack of understanding about the process and possibilities of cremation exists. That’s why the History of Cremation Exhibit is so important.
On September 16, the National Museum of Funeral History (NMFH) celebrates the opening of The History of Cremation Exhibit, a joint project developed with CANA to tell the full-circle story of cremation in America: from chronicling its birth in Pennsylvania to demonstrating a step-by-step modern cremation process and illuminating the seemingly endless possibilities for memorialization. Visitors will walk away with a new respect and appreciation for this widely misunderstood industry.
What does Cremation have to do with Funeral History?
The National Museum of Funeral History was founded in 1992 to realize Robert L. Waltrip’s 25-year dream of establishing an institution to educate the public and preserve the heritage of death care. The Museum provides a place to collect and preserve the history of the industry, including how it began and how it has evolved over time. Permanent exhibits feature vintage hearses, international funerary practices, and tributes to notable figures, but no exhibit had touched on the fastest growing method of disposition in the Western world – cremation.
Like its history in America, the global story of cremation is marked by wide-swinging societal shifts. From its ancient use in Roman and Greek culture to purify and honor souls through fire, to its Christian condemnation as a pagan ritual, cremation’s road has been long and conflicted. And people were curious about this story – museum visitors left comments about cremation’s glaring absence from the museum when it’s so present in society.
How did cremation make such a giant leap forward in American society?: The First US Cremation (an exhibit sneak-peek!)
In 1876, the LeMoyne Crematory in Pennsylvania became the first crematory in the United States. That same year, a man named Baron De Palm was the first person cremated there. The inaugural cremation was an event. Local Board of Health members and physicians were invited. Crowds gathered outside the crematory hoping to get a glimpse of the mystical method of disposition by fire.
A handful of honored guests received a small, clear apothecary jar filled with a portion of De Palm’s cremated remains. Those jars signify the birth of cremation in America, and one of them will be on display at the unveiling. Visitors will experience the transition from 1876 to today, from a replica of the LeMoyne Crematory to a modern cremation chamber.
The exhibit is a first-of-its kind undertaking, not merely displaying interesting artifacts, but telling a visual story of cremation in America through historical urns, pamphlets, replicas of original equipment and other artifacts, while educating on the technology and memorialization possibilities of modern cremation. Like the witnesses to Baron de Palm’s cremation, the exhibition will allow people to go behind the scenes—seeing cremation containers, the process, how we recycle, and how we memorialize.
More than getting America’s cremation story in one place, The History of Cremation Exhibit delivers well-deserved clarity to an industry shrouded in mystery. The exhibit will demystify cremation for the public, particularly that cremation memorialization means more than an urn on a mantle. The exhibit will showcase cremation history, but also help the public understand memorialization options and open their eyes to things they never knew about cremation.
While cremation continues to rise in the United States—more than half of Americans are choosing it—too often, people stop at “just cremate me.” Moving beyond direct disposal, the exhibit will showcase meaningful ways to memoralize whether adhering to tradition or creating a personalized experience. This exhibit provides an understanding of the complete cremation process, including the role of the funeral director and cemeterian when exploring options for cremation and permanent placement of their cremated remains.
By the Industry, For the Industry
The idea for an exhibit began long ago when Jason Engler, a funeral director who has been involved in funeral service for most of his life, began collecting facts and artifacts at 12 years old. When he joined CANA as its official historian, he began exploring ways to communicate the fascinating beginning of the American Cremation Movement to a wider audience. This exhibit features much of Engler’s own extensive collection as well as other CANA members’ donated time, resources, and artifacts. Together, they tell the story of cremation and the possibilities for memorialization.
But it’s not simply about educating the public. The exhibit will demystify cremation for funeral service professionals as well. Even seasoned funeral directors and cemeterians struggle with presenting all the options and effectively educating consumers on cremation. Some in the industry may even personally dislike cremation, but they are not alone. Twenty-first century funeral service professionals are the latest in a long line of professionals who struggled with and succeeded in meeting the needs of cremation families.
For a long time, cremation was taboo and certain religions and people within the funeral industry didn’t accept it. But the cremation rate shows that opinions have changed and this exhibit takes a large step toward acknowledging cremation’s history in our profession—and we should take a great deal of pride in it. Understanding the historical context of cremation allows you to learn from the past and embrace the future.
What to Expect at the History of Cremation Exhibit
A driving force behind The History of Cremation Exhibit is Jason Engler, CANA’s official historian. Engler donated approximately 90 percent of his personal collection of historical cremation items to the exhibit, including:
- 140 books, pamphlets, and brochures about historic cremation facilities
- 120 urns, some dating back to the late-1890s
60 postcards depicting various crematories
20 urn catalogues printed from the 1890s to the 1990s
20 original articles, documents, certificates, and images about different aspects of cremation
Outside of Engler’s collection, the exhibit will feature some extraordinary items from the LeMoyne Crematory, which opened in 1876 as America’s first crematory:
A notebook listing all who were cremated at LeMoyne Crematory, which was kept by the designer, builder, and operator of the crematory
A book written by Dr. Francis Julius LeMoyne, LeMoyne Crematory’s founder
A copy of the exclusive invitation for the cremation of Baron De Palm, the first modern cremation in the United States
The casket plate from De Palm’s casket
An apothecary jar containing a portion of De Palm’s remains
The exhibit will also showcase the casket lid of the first woman cremated in America—Jane Pitman, who died in 1878. Visitors will also see a letter written by her husband, Benjamin Pitman, requesting her cremation.
Throughout the exhibit, visitors will see how cremation has evolved over time—the changes in societal views, equipment, and memorialization options.
How to Donate to the History of Cremation Exhibit
Financial or artifact contributions are what make the History of Cremation Exhibit possible. Please consider donating to the History of Cremation Exhibit today.
Read on to learn more about the history of cremation starting with the role of women in the Cremation Movement and how the Memorial Idea has changed since the first cremation. This post was excerpted from The Cremationist, Vol 54, Issue 2: “Preview of the History of Cremation Exhibit” by Kelly Rehan.
Jason will present on the history of cremation and our association at CANA’s 100th Annual Cremation Innovation Convention tomorrow! Do you know what cremation innovation will look like in 100 years? Share it with us for our time capsule to be opened in 2118!
Posted By Administration,
Wednesday, July 11, 2018
Updated: Tuesday, July 10, 2018
CANA’s 100th Annual Cremation Innovation Convention is only two weeks away. That means you’re figuring out what to pack, finding your dog-sitter, and — oh, yeah — who will keep the homefires burning while you’re gone. Don’t worry, after doing this for 100 years, CANA knows what we’re talking about.
Update! One hundred years of conventions proves that CANA successfully tackles the topic of cremation by continually providing relevant, progressive content. The 2018 convention was no exception. Weren't able to join us? You can access the presentation recordings on our Learning Management System. View session descriptions and pricing here: gocana.org/CANA18.
- Plan ahead. You can check this one off – you’re already reading this!
- Pack smart. Florida is the Sunshine State for a reason and with average July highs at 90°F (32°C), and lows of 75°F (24°C) so bring out those summer threads. (Though the rain isn’t far behind, so grab a raincoat.)
- Whether this is your family vacation or your worktrip, you don’t want to stay cooped up every night. See what Ft. Lauderdale has to offer you and your whole family to plan your evenings!
- But there’s no reason to venture too far away either! Marriott Harbor Beach is a resort with many amenities to ensure that your experience is great — including air conditioning.
- Which reminds us, we recommend layers when you’re at the Convention — finding the perfect temperature for hundreds of people is tricky (it’s hard enough in our office of 5!).
- CANA meetings are typically business casual so a blazer or cardigan is your perfect accessory.
- Speaking of the event floor, don’t come empty-handed — you’re here to learn! Bring your questions and favorite note-taking method (tablet or pen & paper) because you’re not going to want to miss a word.
- …and you know you won’t leave empty-handed! Get ready to network with your business cards and shop at our 60+ exhibits.
- But we’re cutting back on our handouts so make sure you download the CANA Events App now and get logged in (iPhone or Android and check your email for your login code). The app has information on our exhibitors, extras from our speakers, and surveys to tell us how we’re doing.
- It also tracks your continuing education credits quickly and easily. Phone not so smart? You can still use your name badge to check in for CE.
- Contribute to once and future cremation and get ready to fill our time capsule with what you think will change our industry over the next hundred years.
- And be sure to follow us on Facebook and Twitter with #CANA18
Come on, did you really think we’d come up with 100 Things you need to add to your to-do list? We know how busy you are. You take care of the packing, we’ll do the rest. See you in Ft. Lauderdale!
With a wide range of valuable networking and educational opportunities, the event will feature sessions that examine the last 100 years of CANA conventions and growth in cremation, evaluate where businesses are today, and focus on the next 100 years by providing strategic and practical information for long-term success. See our full program and learn more about how we'll mark more than 100 years of cremation success here: gocana.org/CANA18
tips and tools
Posted By Lori Salberg,
Monday, June 25, 2018
Recently I went to a local store to purchase school uniforms for my youngest child, who after years of agonizing anticipation, gets to finally join her two siblings at the “big school.” I wanted to embrace her enthusiasm for the transition. So, one week after her pre-school graduation, and at least two months before the first day of school, we headed to the uniform shop. I had received a “rookie days” coupon worth 20% off my bill if I came in before the back to school rush. Why wouldn’t I jump on this? My daughter was so excited! We loaded up on polo shirts, pants, skirts, jackets, sweaters, and a new backpack. Unfortunately, I made one critical mistake. I didn’t realize it until I reached the register, but I forgot the coupon.
I hoped it wouldn’t be a big deal, since it really was more of a flyer than a coupon, without a bar code or discount number. To my dismay, my discount request was rejected. I was told that I needed to have the coupon in hand in order to receive the discount. I assured the store employee that I had the coupon and even described the hot pink, black inked design and where I received it. It was suggested that the store was still open for another hour and that I could probably drive home to get it and bring it back before the store closed.
I tried to plead that since they only offered the coupon to specific private schools, and mine was one, and I only knew about it because my child is clearly a “rookie,” purchasing the Kindergarten uniform for one of the specific schools, perhaps they could make an exception. No, unfortunately, I was denied. I asked if I brought the receipt and coupon before the expiration date at the end of the week, if I could receive a price adjustment. This was, thankfully, approved.
Two days later I notched out some time after work and between my son’s all-star baseball practice drop off and my daughter’s dance recital rehearsal drop off, to return to the store with the receipt and coupon in hand. After interrogating me about which particular employee gave me permission to get a price adjustment, the Assistant Manager reluctantly authorized the adjustment. This authorization came only after she had me identify the employee in an almost court-room drama style: “Can you please point to the employee.”
The employee in question first denied that he gave such permission. I’m certain he was afraid of the boss, but I was not walking away from this after all of my trouble. I had to remind him of our interaction, plead with him to look at my kids and remember how he helped us find a specific jacket in the stock room two days earlier. He eventually admitted to the interaction. Finally, after much anticipation, anxiety, and frustration, I’d get my discount.
Another employee at the register was visibly annoyed that she had to process the adjustment. She had to enter the return and then charge back all of the items on my extra-long receipt in order to issue a credit. This of course, was not her fault. After making her frustration known to me, and a few grumblings later, she did attempt to be polite. The Assistant Manager noticed but made no attempt to address this behavior or the situation.
She did give my kids a free grab bag with pencils and plastic toys; and entered them into a guess how many gumballs are in the jar game to win a gift card. A nice gesture, yet despite the freebies and fun promo, my customer experience was less than what I’d call positive. In fact, if they had one of those one-question surveys that every other retailer loves to ask these days, I know what my answer would be. Question: Based on your experience today, would you recommend this business to anyone? Answer: “No!”
Sadly, I have a feeling that the Assistant Manager thinks that I had a positive experience. Yet, I will make every effort to avoid this store in the future, and I’ve already told this story a few times to other school moms. They had an opportunity to WOW me, by making a small exception in order to make my experience more convenient. Instead, their strict policy wasted my time and frustrated their employee, which made me feel unwelcome and guilty for calling out someone who tried to help, despite the strict policy. The coupon was meant to make me feel special, but instead, the experience left me feeling burdened and untrustworthy.
Customer Experience Starts Before We Meet Them
Customer Experience is your customers’ perception of how your company treats them. CEO’s from companies like Amazon, Zappos, Chik-fil-A, Apple, and Southwest Airlines obsess over Customer Experience. When Amazon CEO Jeff Bezos explains why Amazon has become one of the most successful companies on the planet, he does not offer his genius or innovative technology. It comes down to one basic principle: outstanding customer service. Amazon’s brand promise is to become “Earth’s most customer-centric company.”
In fact, they have a return policy that is so liberal, they often tell customers to just keep items that were shipped incorrectly. This actually happened to me twice. The first time was when they accidentally sent me two DVD’s of the toddler video, Wiggles: Pop Go the Wiggles. I tried to return it, but they simply said, “we are sorry for the inconvenience, please keep it.” I’m sure the $8.99 was not worth the hassle of processing a return, but with that experience, they received a customer for life. The generous return policy is one of the reasons I, like millions of customers, love to buy from Amazon. They, unlike my local uniform shop, instill trust and confidence with the customer.
Amazon has permanently redefined what Customer Experience should be, making Customer Experience a primary source of competitive advantage in business today. With over 63% of all cremations going home, competition is fierce. We have to compete for customers more than ever before. In today’s business environment, we must assume that a customer is anyone who steps foot on our property and anyone who looks us up online. Customer Experience starts when they first learn about us to when they no longer need our services. Particularly for funeral homes and cemeteries, that journey may never end.
Customer perceptions affect behaviors and build memories. If customers like you and continue to like you, they are going to do business with you and recommend you to others. It is critical to develop a Customer Experience strategy, which leads to the level of satisfaction that breeds loyalty, referral, and greater sales volume. Keep in mind that 86% of customers are willing to pay more for a better Customer Experience!
Begin with a plan
Customer Experience must be part of your brand identity, it must be something that everyone on your team owns, and that you, as owner or manager, obsess over. Customer Experience is more important than any traditional advertising you do. How do you develop Customer Experience that makes everyone feel welcome, builds trust, and fosters loyalty? It starts with a plan – an actual strategy. Just like a marketing and sales plan, operations plan, budget and financial plan, master plan for development of cemeteries, you have to have a Customer Experience strategy. Start with this:
Have a vision - it starts at the top
- Find an owner
- Get everyone on board
- Understand customer needs – ask and really listen to understand
- Develop a roadmap to meet those needs
- Know how to measure success (and accept failure)
- Be ready for change, and make sure the whole team is too
- Sustain the momentum
Getting everyone on board and truly understanding customer needs is the key to a successful and sustainable program. As you learn about what it means to communicate with customers on their terms, you'll find it's easier to make informed decisions about your overall Customer Experience strategy. If you want to learn more about how to develop a Customer Experience strategy, please join me at the CANA Cremation Innovations Conference next month in Fort Lauderdale.
Lori will present on Customer Experience 101: How to Develop a Customer Experience (CX) Strategy at CANA’s 100th Annual Cremation Innovation Convention this July. We know you have high expectations from the presenters' content so learn from the experts on where cremation is going and how your business can continue its success. Learn more and register: gocana.org/CANA18
Update! One hundred years of conventions proves that CANA successfully tackles the topic of cremation by continually providing relevant, progressive content. The 2018 convention was no exception. Weren't able to join us? You can access Lori's presentation recording and all other speakers' wisdom on our Learning Management System. View session descriptions and pricing here: gocana.org/CANA18.
Our presenters are carefully chosen to ensure practical takeaways that you can apply to your business. Cremation consumers reject ritual and tradition and expect a unique and personalized experience. The industry has seen an influx of products and services that aim to create that experience. But Customer Experience is defined as how customers perceive their interactions with your company. Leading companies understand that how an organization delivers for customers is as important as what it delivers. That’s why Customer Experience is the next frontier for companies hoping to maintain a competitive edge.
Lori Salberg is Senior Business Development Consultant at Johnson Consulting Group. She has over 17 years of experience in cemetery, funeral home, and pre-need sales management. Lori began her career as a Family Service Counselor and quickly moved into management, rising to Associate Director of three cemetery locations. She furthered her career as General Manager of a large combo location and cremation center. She continued her career as Director of Administration for a national consulting management firm. As a member of the leadership team, Lori brought management expertise and software solutions to cemetery and funeral home clients. More recently, Lori contributed to the development of a cemetery software product; and as Vice President of Sales was principally responsible for introducing it to the US market. She is a frequent speaker at many state and regional industry events and an article contributor to many industry magazines.
tips and tools
Posted By Administration,
Wednesday, June 6, 2018
All cremation equipment, regardless of the manufacturer, is lined with refractory materials. By technical definition, refractory materials are substances that are resistant to heat. The term comes from the Latin refractarius meaning stubborn. The refractory materials used in cremation equipment are designed, not only to keep the intense heat required for cremation contained within the chambers, but also to retain as much heat as is safely possible to aid in subsequent cremations, saving fuel.
Even the most sophisticated refractory materials will wear out over time and need to be replaced since the refractory floor or hearth is subject not only to the intense heat of cremation, but to the abrasion of sweeping and cleaning out cremated remains after every cremation. It’s typical for the floor to be the first, and most common, area that is replaced in a cremator. Because refractory repairs are such a necessary (and expensive) part of operating a crematory, we went to the experts.
We asked all CANA member crematory equipment manufacturers questions regarding the replacement of the hearth or floor of a cremator, seeking their insight and wisdom as well as any tips on how to increase the longevity of the refractory hearth.
How often should a crematory operator expect to replace the refractory floor in their cremator?
This question got quite a range of answers – anywhere from one thousand to five thousand cremations! Our experts agreed that so much of the lifespan depended on the design of the units and the materials that are used. Determining the longevity of the floor (or hearth) is based on frequency of use, load volume, and remember that loading the case and removing the cremated remains causes abrasions. The average of the companies’ responses ranged from 1,250 to 2,500.
How long should one expect to be out of service while this type of repair is completed?
Our manufacturers generally said two full days – one for removal and pouring the new refractory, one for curing. Curing refers to the hardening of the refractory materials (poured to a minimum of 2½ inches thick) and gradually heating the materials to the temperature of a cremation. This timeline assumes that the machine starts fully cooled, and you may need to plan for an extra day depending on the kind of material and the size of the unit.
Is there a specific or particular type of refractory material that you use? What are its advantages? Disadvantages?
To a one, this was proprietary – no one wanted to say what was in the secret sauce – but all have tried and tested many materials until they found ones that could withstand very high heat, held up with heavy use, and created a smooth surface.
Does the material used play any part in ease of installation of the new floor?
Here, our manufacturers formed two camps:
Cast and Cure manufacturers require an on-site, expert technician for the install. This, they argue, ensures professional, quick, seamless work for a solid floor.
Pre-Cast Tile manufacturers may not require an expert technician (though some still recommend it) since the units are placed, not poured. This, they argue, cuts down on install time since the floor is pre-cured as well.
Is there anything an operator can do to increase the longevity of the refractory hearth in their unit?
Be gentle in loading by using rollers and in recovering the cremated remains with the right tools and method. Don’t use the rake like a garden hoe, but gently remove then brush – vacuum systems are preferred, cold air blowers are not.
Plan your day, or even week, ahead of time. There’s a reason that we spend so much time on this in our Crematory Operations Certification Program. A well-planned day saves fuel, labor, time, and your refractory floor. Cremate cases back to back, not one a day, and don’t leave the unit running if the case is done to minimize thermal shock on the refractory.
BONUS! Are there options other than full replacement? Patches? Protective overlay?
Some manufacturers offer options to patch problem areas, particularly when using pre-cast tile floors.
One CANA member decided to have a refractory overlay installed on top of the existing worn floor in one of his units to test the concept. Tim Gjerde of The Cremation Society of Minnesota (which performs 5,000+ cremations per year) wanted to see if he could extend the life of the hearth for a year or two and stave off a complete floor replacement — as busy as they are, down-time is disruptive and avoiding large repair expenses for as long as possible is just good business.
Preparation for the overlay involved a jackhammer and a chisel to remove approximately 2 inches from the existing worn floor surface. Once the surface was ready, a high density 3000°F rated castable refractory product was mixed with water in a specialized mortar mixer and packed into shape on top of what was left of the existing hearth. Because the moisture in all newly formed refractory materials could vaporize and “pop” the refractory shape during the drying process, a slow gradual cure-out is necessary to assure the material sets up properly.
Tim is happy with his decision to try the overlay and plans to repeat the repair on his other units. He claims that the cost is about 10% of what a full hearth replacement would be and that he should get a year and a half more life from the floors on which he performs this procedure. Tim also cautions readers that this procedure should only be carried out by an experienced refractory expert such as a crematory manufacturer or accomplished refractory technician.
There are many factors affecting the life of the refractory floor, such as cremator design, total case volume, actual refractory materials used, clean out procedures, and even the number of cremations performed in a day. One thing is certain; unless you have previous knowledge or skills working with refractory materials always seek the guidance of an expert for any repairs.
Refractory materials are also potentially hazardous and should always be handled in accordance with safety protocols and procedures. Most refractory materials contain aluminum, silica and magnesium oxides which are all known to cause respiratory problems if inhaled. Precautions must be taken to avoid this and only those trained in the safe and proper handling of these materials should be involved.
Many thanks to the CANA Crematory Manufacturers that contributed to this article: Dr. Steve Looker, President, B&L Cremation Systems; Mr. John Raggett, Vice President, American Crematory Equipment Co.; Mr. Ernie Kassoff, Sales Manager, FT the Americas; and Mr. Kevin Finnery, President, Cremation Systems/Armil CFS.
This article is excerpted from "All Systems Go: The Refractory Floor" by Larry Stuart, Jr. which first appeared in The Cremationist Vol. 53, Issue 2 — CANA Members can log in to see this and more articles from our quarterly publication. This is the first piece in our recurring column All Systems Go! written specifically for the crematory operator and featuring an assortment of practical knowledge regarding operations, maintenance, and best practices for running an efficient, safe, and cost-effective crematory.
There are so many ways to use (and abuse) cremation equipment. How the equipment is operated and the procedural and maintenance choices that the cremationist makes during operation can affect his or her well-being, the safety of the facility, the quality of the air and the environment, and the profitability of the business—as well as the perception of cremation in the eyes of the public. Practical wisdom concerning cremation equipment maintenance, operation, and function are key to running an effective crematory business.
Have more questions about refractory and your cremation equipment? These and other crematory manufacturers will be on the exhibit floor at CANA’s 100th Annual Cremation Innovation Convention! Ask your questions and learn more about how to keep your refractory floor and entire unit running at peak efficiency in-person July 25-27 in Ft. Lauderdale, Florida. See what else CANA has planned for this unique event: goCANA.org/CANA18.
processes and procedures
tips and tools