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Table of Contents
Inside OGR
7
New & Improved Family Contact Program Your FREE member benefit just got better with new questions and online surveys.
14
What Do Your Families Want? The funeral service landscape has changed; are you providing what today's family wants?
18
Young Professionals Amber (Fry) Boedeker of Fry Funeral Home in Tipton, Iowa follows in dad's footsteps.
20
Customer Service-The Disney Way Disney Expert Lou Mongello shares how to treat your families like 'Guests'.
24
Restorative Art -Keeping the Casket Open Matt Smith, "Embalmer of the Trade", reveals the power of the smile.
CALENDAR
OF EVENTS
[ April 22 - 25 ]
[ May 5]
Annual Conference & Supplier Showcase Orlando, FL *Additional Day Added!
President’s Message
5
Member Profile
12
In Memoriam
28
Member News 32 Exemplary Service
36
Milestone Anniversaries
38
New Members 39
[ May 6 ]
[ May 7 ]
FREE Post-Conference FREE Post-Conference Webinar Webinar “An In-Depth Look at Re“Aftercare & Outreach in storative Art”, Matt Smith, More Detail” Erin Whitaker, Frigid Fluid Co. The Foresight Companies 1:00 p.m. EDT 1:00 p.m. EDT
[ June 16 ]
FREE Post-Conference Webinar “Disruptive Competition Continued”, Doug Gober, Gober Strategic Capital 1:00 p.m. EDT
[ July 9 ]
Regional Workshop “Blow the Roof Off Your Aftercare Program”, Dan Isard, The Foresight Companies, hosted by John Vincent Scalia, Scalia Home for Funerals, Staten Island, NY
CE Webinar Customization- Unlimited Choices for Families – Terry School, The Davis Whitehall Company 1:00 p.m. EDT
Register for all events online at www.ogr.org/events
The Independent® | Spring 2015
3
ADVERTISER’S INDEX Access Financial Group...................................29, 31, 34 Chris Chigas, (800) 487-8220, ext. 8233 cc@afinancial.com | www.afinancial.com
BOAR D OF D IR EC TOR S
AMDF.........................................................................39 (413) 268-7660 amdf@macular.org | www.macular.org Answering Service for Directors ....................................19 Kevin Czachor, (800) 868-9950 sales@myasd.com | www.myasd.com Aurora............................................................................6 Chip Ray, (800) 457-1111 pbray@auroracasket.com | www.auroracasket.com
President Wayne “Bud” Wieting
President-Elect William Brock, Jr. CFSP
Secretary-Treasurer Peter “Skip” Urban
Immediate Past President David Fry
Directors Charles Castiglia, CSFP Thomas L. Hemmerle Adam Miles Martin
C& J Financial ............................................................22 Jamie Meredith, (800) 785-0003 jamiem@cjf.com | www.cjf.com/org The Foresight Companies .......................................... 27 Catherine Belliveau, (602) 274-6464 catherine@f4sight.com | www.f4sight.com.com
John Vincent Scalia
STAFF
Executive Director Mark Allen, CAE
Membership & Scott F. McClure Communications Director
Forever In Glass .......................................................... 25 Henry C. Duquette, (508) 989-9445 henry@forever-in-glass.com | www.forever-in-glass.com
Staff Diane Durbin
FrontRunner Professional...........................................30 Jules Green, (866) 748-3625, ext. 507 jgreen@frontrunner360.com | frontrunner360.com
Gael Murdoch
Maureen Hayes
Connie Haymes Denise Rodriguez Michael Ryan
Funeral Fund .............................................................. 19 Elijah White, (510) 907-8966 ejwhite@funeralfund.com | www.funeralfund.com Hought Wahl- Woodturner........................................ 21 Hought Wahl, (770) 329-2458 houghtsurns@gmail.com | www.wahl-turned-wood.com The Judith Roth Collection......................................IFC Judith Roth, (800) 413-4455 judith@jrcal.com | www.jrcal.com Matthews......................................................................33 Thomas Pontone, (800) 223-4964 ogr.@matw.com | www.matw.com Meadow Hill................................................................13 Bob Vokum, (847) 381-9000 bob@meadowhill.com | www.meadowhill.com Memories By Design .................................................. 11 Bruce Felt, (509) 343-0113 brucefelt@memoriesbydesign.com |www.memoriesbydesign.com Messenger ...................................................................17 Bob Hoagland, (800) 827-5151 x243 bhoaglund@messengerllc.com | www.messengerstationery.com Nicodeumus & Associates ......................................... 11 Mike Nicodemus, (757) 503-3576 mikenicodemus@cox.net | www.cremationsuccess.com Pierce Chemical ........................................................ BC Lance Ray, (800) 527-6419 lray@wilbert.com | www.piercechemical.com
4
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Jessica A. Smith Design & Layout Scott F. McClure Advertising is accepted at the discretion of the publisher. The advertisement of any product or service in The Independent® does not represent an endorsement of such product or service by OGR. Classified Advertising: line ads: $1.10 per word; display classified ads: $30 per col. inch. Call the communications department to reserve space or to request a rate card and mechanical specifications. OGR does not accept ads that discriminate on the basis of race, religion, national origin, age, gender, disability or any other federally protected class. Printer
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The Independent® is a benefit of membership in the International Order of the Golden Rule (OGR), a not-for-profit organization tax-exempt under Section 501(c)(6) of the Internal Revenue Code, Federal ID No. 43-1828432. Published quarterly, The Independent® is mailed the first full week of each new quarter. Send address changes to OGR, Attn: Mailing List, 9101 Burnet Rd., Suite 120, Austin, TX 78758. © 2015 International Order of the Golden Rule. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Non-member subscriptions (USD): One year: $40; two years: $60; single copy: $11.50. Founded in 1928, OGR is composed of independently owned and operated funeral homes located throughout North America and overseas. Editorial material and letters of opinion are invited. Published articles reflect the opinions of the authors and do not necessarily represent the views of the association. OGR reserves the right to edit all submitted materials and does not assume responsibility for unsolicited materials. For author guidelines, contact the editor, (800) 637-8030, or visit www.ogr.org.
The Independent® |
Spring 2015 | Volume 18 | Issue 2
President’s Message
The Truth Is, the Ride Is Never Over. by Bud Wieting
I
t’s hard to believe that a full year has already passed since I started serving as your president.
I remember as a child of about 10 years old, telling my grandfather that I wanted my birthday to come faster, and it just seemed to take so much time to get here. I also remember him telling me that when I got older time would go by much faster, and that I would be wishing it would slow down. As a 10 year old that concept of wishing time would slow down seemed absurd; my grandpa was a very wise man. Time does go by way too quickly. Looking back at this past year is a good example. It seems like the year just began a few short months ago.
When I look back at this past year as OGR president, it seemed to be much like a roller coaster ride. We started off with a slow but steady ascent, heading to new heights. Then comes breathtaking speed, followed by lots of ups, downs, hard turns, loop de loops, and just like that it’s over. The ride was fun, the ride was exciting, the ride was scary at times, but the greatest take away was together we rode through all of the challenges the rollercoaster had to offer. I want to let you know that your association is a shining star in the funeral industry, representing a group of independent funeral professionals who have pledged to serve their client/ families by the golden rule and to conduct business with the highest moral and ethical standards.
There will be more rollercoaster rides in the future, and If you all recall, I started my presidency by asking the questhose rides may be faster, harder, and more difficult to mantion, “What can OGR do age, but the key thing for you?” We did receive we’ve learned from the You truly have been a blessing to me some answers to that quespast is that together we this past year, as I know you have been tion, and your board and can ride through and aca blessing to the families you serve. staff worked throughout complish much. this past year to progress toward the goals of adding As your outgoing presivalue to your membership. This is an ongoing task that dent, I would have to say that what remains after the ride your board and staff have committed to accomplish in both ends is the same question I asked at the start of my presithe near term and the distant future. dency, “What can OGR do for you?” Your board and your staff are here to serve you, so let us know what we can do OGR’s member benefits are innumerable. There are edufor you. It will make the ride much more fun and enjoyable cational opportunities at the spring and fall conferences, for everyone. the Great Idea breakout sessions, the new Family Contact Program, the 65 supplier partners that offer special pricing Thanks again for pledging to be the best of the best. You to members, the professional relationships between OGR, truly have been a blessing to me this past year, as I know NFDA, and FAMIC to help with the global issues in funeral you have been a blessing to the families you serve. Keep up service, the Golden Rule Trust Program, the Golden Rule the good work of serving others as you would want to be 401K Program, the educational webinars for funeral home served. staff, and the OGR Online Resource Library, just to name a few. God Bless you all, However, the greatest asset that OGR offers to our members is the willingness of the membership to share their wisdom, skills, and knowledge of the funeral profession with each other in order to help each other rise to a higher level of professionalism and excellence in service.
Bud Wieting, President
The Independent® | Spring 2015
5
HOW DO YOU WANT TO
?
What are the stories, pictures, and lessons that you would like to pass on to your family and future generations? Your childhood experiences, holiday remembrances, even personal, private messages that live on after you leave this life? , an online Record them today at community where you can record and share the stories of your life, even upload video messages for those you love. TM
SPECIAL OFFER!
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Your Life. Your Story. In Your OwnWords. 6
www.ogr.org | The Independent速
BRC058
how did we do?
TM
customer feedback is a gift
Introducing the New & Improved
Family Contact Program
The wait is over! The revised Family Contact Program is ready for use with new, convenient features to
meet the needs of our members. You gave us your feedback and OGR listened; now it is time for you to listen to the families that you serve. This free member benefit provides you with everything that you need to gain objective feedback from families. Family feedback is an invaluable resource when developing a successful strategy for your funeral home. Make sure you are in tune with your community’s beliefs and perceptions on funeral service. The Family Contact Program is the best way to secure the quality of your business, and the new changes that we have implemented will only serve to further that mission.
What are the Benefits of the Family Contact Program? a Learn what families thought of your
services, ceremony, merchandise, and staff,
b Monitor areas of your funeral home
and services that need improvement,
c Learn why families chose your funeral
home,
d Recognize employees for superior
service,
e Learn if you are meeting expectations
on services,
f Receive suggestions on ways to
improve.
What's NEW? NEW! Personalized Review of Service survey with your funeral home name, location, and unique Family Contact ID included on it. This all new family-friendly survey was developed in direct response to the information members found most useful for improving or securing their independent funeral homes. Get the information that you really need to know! NEW! Customized online survey link to give to families. Not interested in mailing off the survey? Families are now able to take the Family Contact survey online. NEW! By request, OGR will mail survey forms directly to families for a nominal fee of $1 per address. Or, provide your families with links to an online survey form.
NEW! Revamped, user-friendly Monthly and Annual Reports that communicate a plethora of information about your funeral home and its operations. These professional reports also include visual graphs that are not only pleasing to the eye, but also make the data more accessible for the visually inclined. NEW! Receive a Family Contact Newsletter with your monthly reports. The newsletter contains special announcements, suggestions, and reminders for Family Contact participants as well as Room for Improvement and Above & Beyond comments from survey responses received each month. The IndependentÂŽ | Spring 2015
7
How does the program work? When you feel an appropriate amount of time has passed after a service, you will send the family a Family Contact packet or an email with a link to the online survey. At your request, OGR will send the surveys for you at $1 per address. The family will then complete the Review of Service survey and return it to OGR. OGR compiles the results into a Monthly Report that you will receive along with the original Review of Service surveys. Each January, you will receive a special Annual Report that provides the combined ratings of all participating OGR firms, to allow you to benchmark your firm with all participating firms. Various comments that families make are selected and used for the Above & Beyond and Room for Improvement comments (Room for Improvement comments are kept anonymous) in the Family Contact Newsletter that is sent out with
the monthly reports. Above & Beyond comments are also highlighted in the OGR quarterly publication, The Independent, on Facebook and Twitter, and are automatically nominated for the Exemplary Service Awards presented at the Annual Conference.
Get started!
If you are interested in joining the Family Contact Program, please contact Publications and Family Contact Coordinator Denise Rodriguez by phone (800) 637-8030 or by email at drodriguez@ogr.org. Also, feel free to visit the OGR website at www.ogr.org for more information and to see samples of the new Family Contact Program material. For more information or to sign up for the Family Contact Program, contact Denise Rodriguez at drodriguez@ogr.org or (800) 637-8030.
Family Contact Helps My Business
The following firms have been selected to receive the 2015 Exemplary Service Award at OGR's Annual Conference & Supplier Showcase in Orlando, FL on April 23. They have each taken the time to share why the Family Contact Program has benefited their business.
Why do you believe it is important to receive family feedback? We try to give exemplary service every time so it's nice to be able to make sure that our staff and I are following through on this. It nice to know how we are received by the public and if there was a mistake made, we can correct it by talking to the family. It helps us maintain an excellent rapport with the families.
Schuyler Hill Funeral Home Bronx, NY James McQuade,Owner When serving families, what key ideas or things do you try to keep in mind? We are a service-oriented organization, and we do our best to make this trying time for the family as easy as possible and we make sure that it is a great tribute to the person they have lost.
8
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What are your favorite aspects of the Family Contact Program? The responses on how the staff treats the families, the honest opinions we get from the families, and why they selected us.
How does the family feedback you receive help you deliver better service or improve your business? We realize that no one is perfect, and there is always room for improvement. We are always open to ways that we can improve the service we offer. In staff meetings, I am able to show my staff exactly where the plus and minuses are in our operations.
Boone Family Funeral Home & Cremation Services West Jefferson, NC Why do you believe it is important to receive family feedback? We are a small community and word of mouth is the best advertisement for us, so we want to make sure that we are fulfilling our community’s needs because every family is different. The surveys help us know where we are dropping the ball and where we are doing an excellent job.
David Boone, Linda Holman, General President/ Manager, Funeral Director Owner & Insurance Licensee When serving families what key ideas or things do you try to keep in mind? My priority as a funeral director is to remember that we are providing service and we only have one opportunity to give great service. They always remember the big mistake if you make one. We try to emphasize that with employees. We try to share the information we receive with the staff so they know what is going on.
What are your favorite aspects of the Family Contact Program? It always inspires the person (funeral director or staff member) to know that they are doing a good job. Knowing if there is a place or area where we are dropping the ball, helps us do better going forward. We always want to know where that is because we strive to perfection. We try to do the best job all the time that’s what we like about the Family Contact Program—it lets us know when we are and when we aren’t doing the best job. How does the family feedback you receive help you deliver better service or improve your business? Service is the number one part of the business and if you don’t give good service it’ll drop your calls.
When serving families what key ideas or things do you try to keep in mind? In today’s culture, it depends on the family walking in the door as to what their needs are. The family I met at 10:00 in the morning is different than the family I meet in the afternoon. Funeral service is not cookie cutter anymore. You really have to be on your toes with your staff so they know what is going on.
Plummer Funeral Services, Inc. -- Litchfield, IL Terry Plummer,CFSP, Owner Why do you believe it is important to receive family feedback?
How does the family feedback you receive help you deliver better service or improve your business?
It helps us focus in on what our strengths are and what our weaknesses are. What are we doing right and what are we doing wrong.
After we get the surveys back, my small staff and I sit down and we read them and even my part-time staff reads them to find out what’s going on. We learn volumes from those comments. Most of the time we are on target, but sometimes I’m like, “I didn’t realize we were doing or not doing that. Let’s fix it.”
What are your favorite aspects of the Family Contact Program? One is handing the form over to the family after the post-funeral follow-up. We state that we would sincerely appreciate them filling out the survey for us and that we learn volumes from it. I enjoy getting to read the written comments on the back. Whoever was involved with the new form did a great job. The new form gets to the meat and potatoes on what we need to know about our services.
We get one chance to do things right the first time. There is not a rehearsal for a funeral service, so we need to make sure we are doing our best every time, even with the direct cremation families. Everyone gets the red carpet treatment. The Family Contact Program is just one of the many benefits of your OGR membership.
Each week, OGR recognizes a member firm who has received quote worthy feedback from Family Contact surveys. The quotes that are shown here, represent the three firms who were chosen to join the Exemplary Service Award "Winners Circle". If you currently participate in the Family Contact Program, we hope you take advantage of the new online and mailing features. Not a participating firm, call today and become a part of this valuable member benefit. (800) 637-8030 or drodriguez@ogr.org
Follow us on Facebook to see the firms recognized every Thursday for Exemplary Service. www.facebook.com/goldenrulefh 10 www.ogr.org | The Independent速
The Independent速 | Spring 2015 11
Member Profile
Heafey-Hoffman-Dworak & Cutler Mortuaries and Crematory : United They Stand: The Journey to Preserving Their Standards By: Denise Rodriguez, OGR Publications Coordinator
The journey to what is now Heafey -Hoffman-Dworak & Cutler Funeral Mortuaries and Crematory has been a long time in the making. It all began in 1881 when Heafey and Heafey Funeral Home was founded Tom Heafey in Omaha, NE by brothers Morgan and Patrick Heafey. In 1979, in response to the growing trend of conglomerates buying up small funeral homes, Bill Cutler merged Cutler Funeral Home and Hoffman Walt Dworak Mortuary with Heafey and Heafey to further secure their independently operated funeral homes. Together, Bill Cutler and Tom Heafey built a new funeral home, West Central Chapel, which is now considered their central location in Omaha. Paul Bill Cutler, III Dworak and his son Walt brought their family’s funeral home into the growing company in 1989. Bill’s son, Bill Cutler IV, joined the business in 1999 marking 5 generations of families working together. Together Bill Cutler, IV they serve Omaha, Bellevue, Council Bluffs and the surrounding areas. Throughout the consolidations and acquisitions one thing has remained the same—they are still family owned and independently operated.
important to them, and although they may be willing to adapt, they are not willing to compromise their great service. “We are constantly seeking new ways for families to personalize their experiences and make them unique while still preserving time-honored traditions,” says Bill.
Seizing the opportunity to strengthen their funeral homes by merging their businesses has helped them maintain their families’ founding standards. “We have an unparalleled dedication to earning and keeping our families’ trust and to giving them our undivided attention on every detail, no matter how small,” says Bill Cutler. Providing quality resources is
As long time Family Contact participants, the feedback that they receive from families has helped them discover new ways to provide exceptional service to their communities. Changes such as making space available for funeral luncheons on site, taking photos of flower arrangements and attaching them to the flower cards to help families write their thank you
12 www.ogr.org | The Independent®
Part of staying in tune with consumer needs involves being aware of trends that have emerged throughout the years and responding to them. The most notable trend they have encountered is cremation which is why they built their own onsite crematory. “Another trend we’ve noticed is the number of “unchurched” families coming to us, families with little or no religious traditions to rely on. As a result, we’ve deliberately cultivated relationships with several excellent hospice chaplains who are skilled at helping these families find non-traditional ways of honoring the end of a loved one’s life journey,” says Bill. Heafey -Hoffman-Dworak & Cutler Funeral Mortuaries and Crematory's dedication to exceptional funeral service spans over 130 years throughout the generations. This same dedication is what led them to become a part of OGR. “We became a member of OGR because it is viewed as one of the premier funeral service organizations. Being a member of OGR has made it possible for us to interact with funeral homes across the country, and we have come to value those relationships,” says Bill.
letters, and making DVD recordings of their funeral ceremonies have added more value to the services they offer to families. “(The family feedback) helps us judge how well we were listening and how well we responded to the family’s actual needs and not just our perception of those needs. Feedback from families lets us know if we’re becoming complacent or falling into a “business as usual” mentality—it’s absolutely invaluable and indispensable,” says Bill. Being actively involved with the community is a priority for Heafey-Hoffman-Dworak & Cutler Funeral Mortuaries and Crematory. They have sponsored events such as the local, televised “Mass for Shut-ins” for more than 40 years and countless community events ranging from health education to wellness seminars. “I think it’s essential for our funeral home to maintain a strong community presence, and to that end, many of us—owners and staff members alike—are actively involved in both civic and charitable organizations. Collectively, we spend a consid-
erable amount of time giving back to our communities,” says Bill. As an example, Bill is Board President of the Nebraska Organ Recovery System, a non-profit dedicated to maximizing organ and tissue donations for transplantation. He also serves as a Governor of the Ak-Sar-Ben Foundation. Additionally, he is on the development committee for the Archdiocese of Omaha and is a past chairman and Grand Marshall of the River City Roundup and Rodeo, among other board commitments and prestigious positions. No matter what future trends or changes Heafey -Hoffman-Dworak & Cutler Funeral Mortuaries and Crematory encounter, there is one thing that absolutely makes the work worth it according to Bill; “grateful families are probably the single, most effective spirit-lifter or morale booster for all of us. It’s immensely gratifying to know that our . efforts have made a lasting impact on the lives of others and to know that we’ve made a real difference.”
OGR-PreCon15Ad.qxp_Layout 1 3/30/15 8:49 AM Page 1
STANDING OUT
The Independent® | Spring 2015 13
What do your families want? By: Doug Gober, Gober Strategic Capital
Are you LISTENING? A
s an outsider, an observer, and a non-legacy funeral person, I can easily say that my life has been filled with blessings and goodness from having spent the majority of my working life associated with funeral service and its people for 36 years. Most people use the term “luck” to describe the success of people they don’t like. However, you will never meet a luckier person in funeral service than me.
In my career, I’ve been fortunate enough to have worked in all 50 of the United States, Canada, Mexico, Europe, Singapore, the Philippines, and Guatemala. I have done more than work in these places. I now have funeral service friends in all of these places. These are the kind of friends that would come get you in the middle of the night if you were broken down on the interstate. It has happened. A friend will help you move. A real friend will help you move a body. As I look back over my career, or as my friend Terry Owens says, “In the twilight of a mediocre sales career…”, I can’t help but reflect on the fact that most of what I know about funeral service was taught to me by funeral professionals or other acutely interested observers like myself. There are funeral directors who were willing to try something new just because I suggested it, like cutting up caskets into smaller pieces. Today, a lot of funeral people I know are asking what I do now. I have been involved in funeral home and cemetery financing for over three years. My standard answer now is, “I look for people who have both passion and a vision for funeral service, and provide them with the money to implement it”. Over these 36 years, I have made the transition from a CPA who sells caskets, to a person who has a tremendous appreciation of what funeral service stands for. However, now my peeps are under siege from every angle. It seems as though everyone is taking their best shot at us. There are those who are declaring funeral service dead, in the ultimate pun. They believe everyone wants to make funeral arrangements at Starbucks or Denny’s. In their world, no one should ever be sad that their Mother is gone. They should only celebrate her life. It’s the only alternative. Just as “dark and depressing” is a bad idea, so is the idea of chucking the whole gathering to mourn. It’s OK to have a party, but maybe not just a party. Or, in the worst case, not to gather at all. Happiness, unhappiness, laughing and crying all have their place in funeral service. The one element that most of these “replacements” have going against them is the basic human need to feel loss when someone close to us dies and to understand it’s OK to stop what we're doing and feel something. Ignoring it won’t make it go away as if it didn’t happen. I recall a woman in a focus group once who described her no-service experience this way, “It was as if he just disappeared. He went off to work that day, and I never saw him again”. The ultimate consumer has broad choices in every other business, why not in our little corner of the business world? As the funeral service atom continues to split into
things many of us don’t like or understand, there has to be a substantial reason for their existence. The driving forces behind these changes cannot be ignored. The mobile society, the difficult economy, the disintegration of organized religion, the destruction of the family unit, intermarriage of races and cultures, and many other real life North American societal norms are all examples of trends that affect broad acceptance of “standard” funeral service. You can use them as excuses or accept them as reasons why our customer has every right to reject our standard offer. Dr. Alan Wolfelt refers to this as the de-ritualization of society. He says society has become “death averse”. The fact is that two songs and a sermon may not strike the same desirable chord with most of our constituency even in the most conservative of communities as it once might have. If they see an offer they like somewhere else in a more “free” funeral environment, the consumer is likely to begin to mentally demand it in their small world back home. If they can’t find it there, the alternative is for them to bring the more desirable offer back to their own town through some online choice. They may default away from the local in lieu of the different even though it may not be what they attended and observed in the other town at all.
As the funeral service atom continues to split into things many of us don’t like or understand, there has to be a substantial reason for their existence. The driving forces behind these changes cannot be ignored.
What about us, you, my friends that I so desperately care for? What responsibility do we have in this chaos of mass funeral diffusion? There are some key ways that we’ve become disconnected from the people we serve.
The Independent® | Spring 2015 15
VALUE
VALUE
The race to the bottom of the funeral pricing barrel is getting so crowded that there may be no room left for those who want to play there. For example: Most funeral professionals do not participate in the mobile society, moving to a new community as an adult – DISCONNECT. Most funeral professionals participate in some type of organized worship while a growing segment of the public does not – DISCONNECT. Most funeral professionals are doing well financially – DISCONNECT. Most funeral professionals are men, most funeral decision-makers are women – DISCONNECT. Serving food as a normal part of social gatherings doesn't always happen in funeral service – DISCONNECT. Don’t even get me started on funeral regulation. I certainly agree that funeral professionals are not totally oblivious to the world around them. However, they may not be participating in these trends at the same rate as the rest of our society. Relating to someone whose lifestyle is so radically different from yours is always difficult. When they are your grieving customer who just flew in from Seattle to make all of their mother’s funeral arrangements in Topeka, overcoming the disconnect can be like scaling Mt. Everest in a bikini – a pretty uncomfortable experience with a low likelihood of success. Our people, place, process and product (service and merchandise) all require more than a little flexibility in areas where the internet now operates, (uhh, everywhere). The race to the bottom of the funeral pricing barrel is getting so crowded that there may be no room left for those who want to play there. Rather than standing quietly by and letting the $495 direct disposer take every call, let’s reallocate our thinking. Reallocating does not mean necessarily playing the price game, but understanding that it
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appeals to more people than ever before because of our unwillingness to do anything to make our own offer more appealing and valuable. Reallocating resources, people, capital, facilities, and marketing dollars are just a few areas to consider. My friend, Paul Seyler of Competitive Resources, is a supporter, as am I, that it is the middle of the funeral pricing model that is the most vulnerable for funeral opportunists. He uses the hotel example where the fastest growing area of their business is the mid-priced brands (Hampton Inn, Hilton Garden Inn, Springhill Suites, etc.), not the legacy brands (Hilton, Marriott, Westin, etc). Some who have approached the soft middle of funeral service have somewhat succeeded except that they have tried to emulate the legacy brands so closely in their offer that they, too, are evaluated only on price. Even the cremation societies and low-priced cremation providers who use price as their attraction almost always have a higher average sale than the stated bottom price point.
Does Funeral Service need its own funeral service? Hardly. It does require the same grit and determination that our funeral ancestors used to establish the standard funeral. Funeral service just needs to get a haircut, lose some weight, and get healthy again with a renewed sense of purpose. When we get old and tired, we don’t care about those things as much. I became a student of funeral service because of the appreciation I developed early for funeral professionals. In Southern terms, “Now I are one”. Funeral service is not what you do, it’s who you are. With over 36 years in the funeral service industry, Doug Gober formed Gober Strategic Capital as a way to broaden the range of counsel and resources he could bring to death care businesses. In addition to helping arrange financing through Live Oak Bank, he can help business owners make the most of their strategic and market opportunities. Contact him at Doug@GoberStrategicCapital.com. Hear him speak at Annual Conference in Orlando, April 22-25.
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The Independent® | Spring 2015 17
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Young Professionals By: Denise Rodriquez, OGR Publications Coordinator
Amber (Fry) Boedeker— Mom, Wife & Next Generation funeral director
A
mber (Fry) Boedeker of Fry She cites her father as one of her biggest sources of inspiraFuneral Home in Tipton, tion stating, “His shoes are not mine to fill, but I want to be Iowa, spent a considerable amount able to gracefully and confidently walk in his path, learnof her childhood in her family’s fu- ing from him as we go, making my own path next to his neral home, so connecting the con- as time continues on. He is so dedicated and passionate cept behind “funeral” and “home” about what we do here at our funeral home. If I can model comes easily to her. It was in her my career after his, I would be so proud.” family’s funeral home where she Another source of inspiration for Amber is the feedback tasted coffee for the first time and that she gets from families. “There is nothing greater than wondered why grownups bothered being able to help a family walk through this challenging drinking it. And, it was there where her father, OGR past journey of loss and have them hug you, thank you, and tell president David Fry, taught her about respect for both the you that we made the loss in their life more bearable,” she living and the dead. “My father always told my brother and comments. me that we couldn’t run or be loud in the funeral home because the funeral home was ‘a In 2008, after a night filled place of respect.’ I’ll never forget with unforeseen grandthat. That stuck with me,” says mal seizures, Amber had His shoes are not mine Amber. brain surgery to remove an abscess and then had to fill, but I want to Amber is the 6th generation of heart surgery months after. be able to gracefully the Fry family to work in the fuAmber emerged from her and confidently walk neral service industry. “I can still life-threatening experience in his path, learning remember going up to a casket, with a stronger understandfrom him as we go, all alone, and just looking at the ing about the momentary woman in her casket. She wasn’t nature of life and the making my own path scary. She was a grandma. I saw importance of legacy. “I am next to his as time her for who she was, not a dead lucky to be alive and I see continues on. body,” says Amber. This outlife differently now, having look and ability to see beyond gone through those major the idea of death was one of the ordeals. Life can be taken things that called her back to away at a moment’s notice; funeral service after working seven years as a social worker you never know when your life will end. I know how I and five years as an insurance agent. She recently received would want to be treated and cared for when my life comes her funeral director license last November. “It’s my calling; to an end, and it’s with that same passion and respect that I the timing was off for many years, but now is my time and care for the families we serve,” says Amber. OGR’s guiding I’m incredibly honored to respectfully continue the Fry principle of “Do unto others as you would have them do legacy by working alongside my dear father,” says Amber. unto you” truly resonates with Amber because of her experiences. “This guiding principle and the mission of making 18 www.ogr.org | The Independent®
independent funeral homes exceptional is what OGR is all about,” she says. One of the ways Amber helps keep Fry Funeral Home exceptional is by utilizing social media and their funeral home website stating, “We use our website to keep the public informed about our services and as an outlet for the community to express their condolences, while sharing photos, memories and videos of the deceased.” Amber’s personal favorite social media app is Facebook, and Fry Funeral Home has also found ways to utilize the app to enhance their services. “We update our page with photos, inspirational quotes, and information on funerals and grief for our friends to connect with on a daily basis,” says Amber. These advancements help them keep in touch with the members of their community and provide a source of comfort outside of the funeral service. When she is not at the funeral home, she is spending time with her husband, Brian and their blended family. Their five children range from 5-9 years old and lead very active lives full of extracurricular activities. Amber admits that she has to miss out on some of their activities because of the hours she keeps. “It’s sad but this is an area in the ‘life as a funeral director’ that is the most difficult,” says Amber. Although Amber has only been a licensed funeral director for a few months, the role has come very naturally to her. This is most likely due to the lessons she learned as a child
Amber walks on the arm of her father, David Fry, OGR Past President in the safe comfort of her family’s funeral home, which provided her with knowledge about funeral service that takes more than a license to understand—an unwavering respect for the living and the dead. Because of this, it is easy to foresee Fry Funeral Home’s long lasting legacy continuing for many more years to come.
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The Independent® | Spring 2015 19
Conference KEYNOTE Speaker
Customer Service theDisney Way By: Lou Mongello
I
have been visiting Walt Disney World since the age of three, when my parents took me there for the first time, just 3 weeks after the Magic Kingdom opened for visitors. Since then, I have been there literally thousands of times and have actually turned my passion for the parks into my profession. As my hobby started to turn into a possible business, I knew if I wanted to make it happen, I had to go "all in” and take a huge leap of faith. I left my practice, sold my house, and moved to Florida to pursue and share my passion for all things Disney and have been doing it full-time ever since. My journey from lawyer to "professional Disney enthusiast” has been a very circuitous one, but one that has been fueled not by my love of attractions, characters, movies or shows. I had to boil down the reason to the most granular level, I would say it’s because of the people. I’ll try to explain what I mean. When you hear the name Walt Disney Company, what words come to mind? Magic? Creativity? Wonder? Fantasy? Imagination? Whatever it is, chances are it is a happy, inspiring association. Have you ever been to a Disney theme park? If I ask you to close your eyes and think of Walt Disney World or Disneyland, what’s the first thing that comes to mind? Is it a Castle? Mickey Mouse? Pirates? Ghosts? A churro? I think for many people who have been to the parks, their minds go back to a personal memory. A time that they look back on and think not about an attraction or show, but the experience itself. Something memorable that may have happened, even something that may have seemed trivial at the time. In many cases, those memories are 20 www.ogr.org | The Independent®
grounded in an exceptional experience, driven by the actions of a Disney Cast Member. It’s hard to imagine a place more magical than Walt Disney World. The four theme parks and dozens of themed resorts continue to thrill, delight and exceed its guests’ expectations more than 40 years after its opening. It is the largest single site employer in the United States, with a employing more than 67,000 Cast Members who entertain tens of millions of guests each year, in a city that is powered by a heavy dose of pixie dust. And the Disney Cast Members themselves often talk about "sprinkling some pixie dust" to help create truly magical experiences for their Guests. But the secret isn’t pixie dust at all. In fact, it’s something that might never be duplicated, but can certainly inspire businesses, brands, leaders and employees. And that secret is something that Walt Disney learned, refined and shared decades ago, and can be summed up in a single quote from Walt himself: “You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.” In Walt Disney World, there are no “employees,” they have Cast Members. Everyone has a “role" in the “show” in which we are active participants. That cast includes everyone from characters to cashiers, housekeepers, cooks and even ride operators. Walt himself said that “Disneyland is a show.” And believe it or not - so are you in your business. Even when you hear the word “Disney,” you instantly have a sense of a high level of expectation, and one that has been matched, and often exceeded, for decades in every aspect of their entertainment offerings. For the parks, where Walt wanted guests to step through a portal and enter a fantasy world, leaving the problems
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of reality behind, it was about allowing everyone to have a rekindled sense of childlike wonder, and experiencing true “magical moments” that they won’t soon forget. He did so by stressing the importance of a highly-controlled environment that would delight all five senses in 360 degrees at all times. In doing so, he, and those that followed him, built a company with probably the highest level of brand loyalty of any business in the world. That is due not to the tangible things we see and touch (or eat) in the parks, but the incredible individual and team-driven efforts of the Cast Members, working together with a common, singular goal - to make people happy.
to perform a specific role in achieving a positive contribution to the total guest experience and creating (and maintaining) the magic. Their primary role has been to create exceptional experiences - serving a meal, helping you on a ride, or sweeping the streets will always be secondary. Every Cast Member is empowered with the ability and responsibility to be proactive - to step up beyond the description of their job title and help out, even if someone isn’t actively asking for it. It’s about going above and beyond. Exceeding expectations.
And just as employees are known as Cast Members, the people who come to the parks have a specific, deliberate name as well. We are not attendees, clients, customers or visitors - we are Guests. Guests with a capital G. It’s used in the parks, by Cast Members, and even on internal Disney correspondence. people who
Creating a positive guest The experience was and remains come to the parks paramount for Disney. When Cast have a specific, delibMembers are "on stage” (in view of erate name as well. We the public), they are never to be seen by guests eating, drinking, smokare not attendees, ing, sleeping, sitting down, chewing clients, customers or gum, leaning against a wall or railing, visitors - we are Guests. or even folding their arms. Why? Because imagine how a guest would Guests with a capital feel walking up to someone who was G. doing one of those things? Safety, courtesy, show and efficiency are the simple set of standards to help operationalize the manner Cast Members should create happiness. How are these standards conveyed? When Disneyland was created in 1955, an orientation to the parks was held for all the newly hired “Cast Members” which eventually became known as “Traditions”. It emphasized the heritage of the company and focused on the importance of customer service. “We Create Happiness” was a service vision put in place to suggest that no matter what your role was in the park, your job was simple and singular - to make the Guests happy. As time has passed, and new executives have taken over the Company’s reigns, they continue to insist that these Four Keys stay in tact. They are still taught to all Cast Members at Disneyland and Walt Disney World. They are both easy-to-remember yet powerful tools, but can also be used as a litmus test for excellence. The goal is to simply create a positive guest experience, whether it be while parking your car at the parks, dining at a restaurant, or watching a parade. At Disneyland and Walt Disney World, Cast Members are not hired to just show up and hustle people onto and off of attractions as if they were at a local carnival - They are hired
That name and fundamental idea came from Walt himself. It was implemented in Disneyland on Day One, and has continued to this very day and likely always will. Why is that important? What’s the distinction? I’ll discuss this critical concept and many more during my Keynote presentation and workshop at the OGR conference in April. I look forward to meeting you there.
In the meantime, it’s important to always remember- Everything you “say” conveys a message. And why is the word say in quotation marks? Because what you say isn’t just what you speak. "Everything speaks." It’s your building, your website, how your employees dress and act, and yes even your smile. Ask yourself what kind of “show” are you putting on for your clients or customers? We may not know exactly how Disney is able to create “magical” attractions and entertainment, but we always remember how good we are made to feel, and how well we were treated while we were there. The “show” that Cast Members put on, and we as Guests enjoy is always a positive one, even when sometimes things go a bit wrong. It comes down to positive image and energy from the Cast, the courtesy and respect they show their Guests, and their ability to always go above and beyond. And no matter the size or type of business you are in, you can do the same for your clients, families… and guests. Lou Mongello has written 3 books, published a print magazine, posted thousands of blog posts and given numerous audio walking tours of the Disney parks. He has also hosted a podcast about Walt Disney World, since 2005 The Independent® | Spring 2015 23
Restorative
Art
Keeping the Casket Open
By: Matt Smith, Michigan Embalmer / Funeral Director
My
journey through this life as an embalmer first began at one specific moment in time, the death of my grandfather. At the age of 6 standing at his open casket, I knew I would someday help those that were suffering much like I was. At such a young age, I realized the value of a visitation (with a viewing). The need to see my grandfather wasn’t apparent to me until that moment I actually set my eyes upon his body. I couldn’t tell you if his features were set properly or if a dental tie was used versus a needle injector. I couldn’t tell you if his cosmetics were caked-on, if he was smiling or not, nor could I tell you what the casket looked like. Many of these details were purged from my memory bank no doubt due to my young age. Perhaps the details weren’t as important to a six year old as they were to adults that were there. I can’t pinpoint why I don’t remember the details, but what I do remember however is how I felt. I was at peace. As the years passed, I became more interested in the profession of Funeral Service. After graduating mortuary school in 1994, I began crafting my art in the preparation room. I worked for a 700+ call firm in the Metro Detroit area. I was placed down in the prep room with some great mentors that prepared me for the next steps in my career. After five years of concentrated attention to detail, I ventured out on my own to grow my own Trade Embalming Service. My goal was to create the most natural and pleas24 www.ogr.org | The Independent®
ant expression on each and every deceased. My desire was to make every singe family feel like they just received their most valuable gift, their loved one pleasantly resting on a pillow with the slightest smile, as if to tell everyone “I’m Home”. It’s the study of movement that captured my attention. Movement of the mouth and how it synchronized with the other features of the face. That fascination of movement took me straight to people watching and ultimately the mirror to study my own face. I wanted to learn my features and how the muscles of my face responded to smiling versus frowning. I wanted to know how the furrows and folds moved. What happens to my cheeks when I smile? When I smile is it movement of lips alone, or is it much greater than that? The psychology and emotion behind a smile is a lecture all in itself. The power of a smile - The smile is the window into your face that tells people you’re home. At what time in anyone’s life is it more important to know your loved one is at “home” than the time you see them in their casket? This is when the “creating the smile” seminar was birthed. Shortly after that my journey pushed me towards restorative art. As an embalmer of the trade, I saw my fair share of trauma. What’s to come of these cases? Thinking logically I began to work out the pieces in my mind, so to speak, to give families their loved one back. If only for a moment to say goodbye and then a closed casket, mis-
Your first call when you need a helping hand. Do you feel there are simply not enough hours in the day to get everything done? Well, help has arrived! Ask the OGR Concierge. Whether you need assistance finding a unique product, gathering information for price comparisons or coming up with the right service provider, simply ask the OGR Concierge. With member concierge services we can offer you problem-solving and time-saving solutions. Access this Exclusive Member service by calling Maureen Hayes at (800) 637-8030. “With over 18 years of experience working directly with members and industry suppliers, I am always here and happy to help.” Maureen Hayes, Member Concierge
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The Independent® | Spring 2015 25
sion would be accomplished. I can still remember my first attempt at a massive trauma case. I was only an apprentice when the call came in. It was a young man, my age at the time. He fell victim to homicide by way of a sawedoff shotgun at point blank range to the root of the nose, directly between his eyes. I took one look at this body and realized that this could be my brother. I was determined to give the family their loved one back. The family was slated for an immediate disposal by way of cremation. I asked the owner of the funeral home to give me an opportunity to piece him back together and to ask the family “If it’s possible to see him, would they.” The owner indeed did ask as I requested and the family agreed to allow me the opportunity to restore him. I was given four days to perform a miracle. I pulled from all my resources to bring this young man back together. On the fourth day, the family was given the opportunity they thought they’d never have, a chance to see their dearest son and beloved brother one final time. I cannot delete the memory burned into my brain when I was given the privilege to take the family in for first viewing. They broke down naturally, but after a few moments passed that seemed like hours, they turned away from the casket and walked towards me with open arms. The sister of the deceased was the first to arrive to me with a hug that nearly pulled me into her soul. The gratitude she had towards me was one for the books. I’m not sure if the funeral home added the restoration to the goods and services but I don’t believe they did. Regardless, the value of my service was far greater than a dollar amount to that grieving family. I received no additional
compensation for my efforts, but I was paid in full when the family turned towards me that summer afternoon. The wave of “good will” that permeated throughout the community paid immeasurable dividends to the funeral home. This memory stayed with me thus far for nearly 20 years. It is the catalyst to my career in education and training. With the techniques I’ve developed and used, families that would have normally had no option for visitation now have that option. I now lecture and teach these techniques to embalmers from all around the world. I develop interest and skills in students as I’m the Professor of Restorative Art at the Wayne State University Mortuary Science Department Detroit, MI and hold and advisory position with Malcolm X College Mortuary Science Department in Chicago, IL. I’m also a consultant to Piedmont Technical College School of Funeral Service in South Carolina. I feel that God has given me a gift and a drive for a goal to be the very best in my field. To “achieve” such goal would only be proof positive to the arrogant belief that there is no need to learn more, therefore un-teachable. What a tragedy that would be, for anyone of us professionals to become un-teachable. That reality is what drives me forward. I’m excited and willing to share my techniques with as many willing to listen. Our future of funeral service is in our own hands. It is up to us to decide. Will we add value to our service by focusing our attention on the body or will we scramble at every opportunity chasing the almighty dollar just to miss the gold mine in front of our face?
Join us as Matt presents and hosts a breakout session at Annual Conference in Orlando, April 23. Matt Smith has embalmed over 13,000 cases during his tenure. In 1994 Matt graduated from John A. Gupton College in Nashville, TN. After returning to Michigan and working nearly five years at a local funeral home, Matt became an “Embalmer of the Trade”. Extensive experience, well-documented visuals and a strong drive to share his knowledge makes Matt a compelling speaker on the subjects of embalming, difficult case restoration techniques and feature setting. Matt is the Restorative Arts Professor at Wayne State University (Detroit, MI), he also sits on the Advisory Board at Malcolm X College of Mortuary Science (Chicago, IL) and consults for Piedmont Technical College of Funeral Service (Greenwood, SC). Matt is the lead embalming consultant and represents sales for the Frigid Fluid Company.
26 www.ogr.org | The Independent®
The Independent速 | Spring 2015 27
In Memoriam
Remembering
Family & Friends Linda Coffman Daisey Johnson
Clair “Cy” Schulz
December 20, 1938 a colorful star was born in Linda Coffman Daisey Johnson. She graced this world with beauty, uplifting attitude and her infectious laugh. We all became better people for having been allowed into her life.
Clair “Cy” Schulz, 85, of Pierce, NE, passed away Tuesday, Jan. 20, 2015 at his residence.
Along her life’s road she had a loving son, Eric, a work partner in her husband, Bill Johnson and a beloved brother Dexter. Linda was a firm supporter of the Lake Wales Breakfast Rotary Club, an ardent and talented bell ringer with the First Presbyterian Church of Lake Wales and an avid Bridge player. Her claim to fame was her talent as an artist. Her prize winning art pieces have graced the walls of many Lake Wales buildings and homes. Our colorful Linda was active in the Lake Wales Arts Council, The Ridge Art Association, Frostproof Art League, Lake Wales Music and Garden Clubs and the City Depot Commission, just to mention a few. Linda and her husband, Bill, arrived in Lake Wales in 1977 and established the Johnson Funeral Home. She is survived by her brother Dexter Coffman and wife Trica of Fresno, California, step-children Robert Johnson and wife Deborah of Englishtown, New Jersey and Bunny Johnson and husband Peter of Venus, cousins Nina Price and Tom Evans, and son-in-law Steve Deltova all of Orlando, and five step-grandchildren. She was preceded in death by her husband William L. Johnson, son Eric Daisey, and stepchildren William, Michael, and Beverly. Our world lost some of its color on Tuesday, December 30, 2014, when God needed Linda with Him. How special we feel to have had that bright, shining flash of color brighten our lives. She will be truly missed by many.
Cy was born Feb. 25, 1929 in Lincoln, NE, and adopted by the late Emil Paul and Eva (Koehler) Schulz. He was confirmed at St. John Lutheran Church in rural Peirce on March 29, 1942. Cy worked as a butter-maker at the Pierce Creamery. In 1959 he and his wife, Jean, owned and operated a contract milk hauling business. Later they purchased the Gambles Hardware Store from the Behrend family. He was also a substitute rural mail carrier for Delbert Otto. When that became full time they sold out the store. He retired from the Postal Service in 1981. He was a long time active member of Zion Lutheran Church, Pierce Lions Club, Pierce community golf course and Pierce Firemen. After his retirement, he continued to enjoy golfing, hunting, fishing and spending time at their second home in Sunshine Bottom with his wife LaVern and other family and friends. He played cards and worked crossword puzzles until his last days. On Nov. 29, 1949 he married LaJean Prahl of Pierce, NE. They had two children, Linda and Randy. They were married for 50 years until her death on Dec. 25, 1999. On Jan. 19, 2002, he married LaVern (Wragge) Dickinson in Crestview, FL. She survives. Other survivors include his children: Linda Schulz of Lincoln, NE and Randy Schulz (Lorrie) of Poplar Bluff, MO; two step-children: Jan Sandoz (John) of Anthem AZ and Holly Butler (Norbert) of Damascus, MD; two grandchildren: Carrie Cohen (Charles) and Emily Schulz, all of Long Island City, NY; a step-grandson, Nick Butler of Damascus, MD; two great-grandchildren: Jack and Levi Cohen; a sister, Charlene Richardson of Sloan, IA; a sister-in-law, Marsha Schulz of Colorado Springs, CO; two brother-inlaws: James Gatlin of Crestview, FL and Kenneth Prahl of Pierce, NE; and many cousins, nieces and nephews. Memorial donations may be made to Zion Lutheran Church or Pierce Lions Club.
28 www.ogr.org | The Independent®
Classified
Help
Wanted
PA FUNERAL HOME SEEKING PENNSYLVANIA, WEST VIRGINIA OR MARYLAND LICENSED FUNERAL DIRECTOR/EMBALMER Our fifth-generation, family-owned funeral home in southern York County, Pennsylvania has an immediate opening for a Pennsylvania or West Virginia licensed funeral director (by reciprocity without examination) or a Maryland licensed funeral director who has practiced continuously in the State of Maryland for five years in order to meet the requirement of the Pennsylvania State Board for a reciprocal license without examination. Our professional caregiving team companions 300 families a year from two locations and serves both southern Pennsylvania and northern Maryland families based on our locale. We offer competitive compensation relative to the applicant’s experience level, excellent benefits, including 100% employer-paid health insurance for employees and their dependents, 100% employer-paid disability and life insurance, a 401K retirement plan with a company match, paid vacation and sick leave, 100% employer-paid professional licensing and continuing education fees, and a rotating on-call schedule which offers both weekdays and weekends off each month. Individual and family housing options are also available for those who would consider relocating to our community. Qualified applicants may email their resume and professional references to jennifer@jjhm.com.
The IndependentÂŽ | Spring 2015 29
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Foundation
DONATIONS
Thank You! Livingston-Butler Volland Funeral Home, Hastings, NE made a generous contribution in the amount of $5,000 to the OGR Foundation. Previous scholarship recipient, Michelle E. Wade made a $50.00 contribution to the OGR Foundation
Welcome Board
Members
Adam Miles Martin
President, Martin Funeral, Cremation & Tribute Services, Mt. Morris, Michigan
Richard O’Hara
Chief Operating Officer/Co-owner, McAvoy O’Hara Company— Evergreen Mortuary, San Francisco, California
OGR is proud to report the election of two Directors-at-Large for the 2015 -2017 Board of Directors. Adam Miles Martin was re-elected to a second two year term on the board and continues to bring his many years of experience in funeral service. Adam is a third generation funeral director and makes his home in Mt. Morris, Michigan with his wife, Jennifer, and their daughter Emilie. Richard O'Hara was elected to serve a two year term on the Board of Directors. Richard brings to the Board over 41 years experience as a funeral director and as a Past President of the Northern California Regional SIDS State Advisory Council. Richard is married to Annie and has two children, Elizabeth and Rosanne.
Congratulations Adam & Richard!
Member News
Cremation Workshop
OGR & NFDA
On Thursday, April 19, OGR hosted NFDA’s Certified Crematory Operator Program in Lawrenceville, GA at Wages & Sons Funeral Home. Presenters Mike Watkins and Mike Nicodemus, who jokingly refer to themselves as the “Mike and Mike Show”, presented seven hours of valuable crematory operator information. Their engaging and lively presentation covered the basics of operating a crematory, litigation concerns, and ways to provide the best service possible to cremation families. Close to thirty participants attended and will receive their certification after passing the crematory operator test. A special thanks to Jeffrey & Susan Wages for welcoming the group to their lovely funeral home. For information on future Regional Workshops, visit www.ogr.org/regional-workshops.
Pictured left to right: OGR Education Director Jessica Smith, OGR Executive Director Mark Allen, NFDA Senior Vice President of Operations Michael Watkins, NFDA Vice President of Cremation Services Mike Nicodemus, and OGR members Jeffrey and Susan Wages.
Martin Funeral Home
Gets Shopped Visiting funeral directors shopped Martin Funeral Home and other funeral homes in the area and discussed a wide arrange of topics related to the funeral industry. The study group setting is very similar to the OGR Idea Exchange sessions held at the annual conference and fall forum, except instead of only lasting and hour, its 2 days. We'll be meeting again this fall, and would be more than happy to share with other OGR firms how to begin your own group.
Top: Charles Castiglia, Lynne Moore , Chris Grubbs, George Darte, Adam Martin, Gregory Darte, Paul Hummel, Bottom: Joe Moore, Mike Gardiner, Malcolm Brown IV, Malcolm Brown III, Beth Anne Fisher & John Vincent Scalia, Jr. (Pete Kulbacki not pictured.
©2015 Matthews Resources, Inc., all rights reserved. MATTHEWS® and MATTHEWS INTERNATIONAL® are registered trademarks of Matthews Resources, Inc
FHP-1720-2015
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YOU NEED A NEW EMPLOYEE RETIREMENT PLAN
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Make the Change. These OGR members are glad they did! “The decision to switch to the Golden Rule 401(k) plan has been a good one for the firm and the employees. Switching our plan saved our business money and has been good for everyone at the firm.” Cliff Greene, Retired Owner - McIntire, Bradham & Sleek Funeral Home, Wooster OH
Chris showed us how to make the plan work for all the employees and the firm, the program has been successful from the start. He came in with a whole different process. He spent time at the firm, interacted with staff, presented us with investments options and walked us through the selection process. Just their interaction made the difference. Jeffrey Wages, Owner – Wages & Sons Funeral Home, Stone Mountain GA
Call us today to learn about how you can start saving. We will work with you one-on-one to help you and your employees plan for the future.
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Member News
Mike Lewis
Back On Board
OGR is proud to share that former OGR President and current member Michael Lewis has returned to the Board of Directors of The Independent Funeral Directors of Florida (IFDF) to fill a vacant two year position.
Michael has been actively involved in leadership positions in both IFDF and OGR. He is a founding member of IFDF and has filled several leadership positions within the association including serving as their president from 2001 to 2002. With OGR, in addition to serving as OGR’s president from 2012-2013, he has also served as a regional chair and as a member of the board of directors.
Let the Professionals do it for you!
Executive Director of IFDF Mark O’Connell said this about Michael: “His predecessor as OGR president, Jeffrey S. Wages, stated that Michael brought wisdom, enthusiasm and vision to his role. As true as that may be, it’s all enhanced through his passion, his compassion and his boundless energy.” Michael and his brother, Sam, are the third generation to operate their family’s funeral home, which was founded by their grandfather in 1928. Since 1996 they have succeeded in expanding the firm with the addition of Lewis Funeral Home, Pace Chapel and Field of Faith Crematory and Tribute Center in Pace, FL. OGR is pleased with Michael’s involvement with IFDF and congratulates him on becoming a part of the association’s board of directors.
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Exemplary Service
Above THE GOLDEN RULE & Beyond FAMILY CONTACT
These members have been cited for providing exemplary service, going beyond expected service levels, and are now eligible for the Winners Circle Exemplary Service Awards. Winners will be honored at the 2015 Annual Conference & Supplier Showcase. Comments submitted by families responding to Family Contact Surveys.
Heafey-Hoffmann-Dworak-Cutler Mortuaries | Omaha, NE
Strode Funeral Home | Stillwater, OK
The funeral director could not have been nicer! Very good listener. Example: When we called to add names I said, “If they haven’t been printed…” He assured me it was no problem, “It’s what we do.” He couldn’t have made us feel more cared for. Very sensitive staff from Dave who came to pick up my mom and did it with care and dignity for us and her to the front desk person who greeted us and answered the phone. I saw all of them take care of everyone in a quiet, smooth manner. This facility is busy, but you feel like taking care of the families is their priority. We never felt rushed. Pictures were taken of all the flowers/ plants which helped us tremendously when we divided them up and wrote thank you cards. I had no worries at the visitation or at our church service because I knew they had taken care of everything. Nothing was forgotten because they know what to do. If we’d forgotten something, they’d already asked us about it.
Mr. Chace combines professional skill and competence with patience and understanding. I particularly appreciated that he drove the hearse with my mother’s casket himself from Stillwater, OK to the cemetery in Houston, TX. He oversaw all the details about the transfer, stayed during the service and as we drove away was helping with the placement of the casket. The ceremony was exactly what mother wanted. Even though this funeral home is very busy, we never felt hurried or rushed.
Stewart Family Funeral Home | Tyler, TX Robert Dublin was just the perfect, God-ordained man to work with our family. There was an instant rapport with this kind man. Everyone was courteous, respectful, extremely professional and kind. The facility was beautiful inside and out… Listening to the strains of “Great is Thy Faithfulness,” during the family viewing was spiritually soothing. Every detail: perfect. We’ve heard so many friends/family members comment on the dignified, sweet celebration of Dad’s life. They even secured the services of a trumpeter who played “Taps” beautifully. A friend attended the service and was quite impressed with the facility/ service. He is employed by a funeral home in another city.
36 www.ogr.org | The Independent®
Zwick & Jahn Funeral Home | Decatur, IN After this experience, I felt like he was a friend to our family. He treated us not only with respect but with kindness and thoughtfulness. He went above what was expected. I am so glad we chose them. It turned out that we knew two of the staff members. One was a close friend of our mother’s and grieved along with us. She asked to work the service to be there for us. That really touched our hearts. They were very thoughtful of our need to say goodbye and have a rosary service. They provided extra cover at the graveside because it was so windy. They thought of everything we needed and made excellent suggestions that we wouldn’t have thought of. We were so pleased with the funeral home at Monroeville for all of their kindness at our time of sorrow. Wenner Funeral Home | Cold Spring, MN The funeral director was excellent! He was so helpful and caring to me and my whole family and to my deceased husband from the time they picked up my husband from the hospital, to the time of the funeral and even now. He has helped and guided us and let us have such an active part in the experience. They gave my husband the funeral he would’ve been happy with. The ceremony was beautiful, personal and touching. I’m just so
Exemplary Service impressed and thankful that Jim let the kids and I have an active part in “taking care” of my husband during the experience from getting him ready, to leaving the hospital with him, to the ride to the cemetery. Jim treated us and my husband like we were family. Strode Funeral Home | Stillwater, OK Mike was so compassionate, caring and sensitive to us as we lost our daughter. He continues to care whenever I talk to him. Everyone was (and still is) so caring and sensitive to our every whim and need. They went out of their way to accommodate us. Even with our crazy requests! I loved the additional touches that the facility provided— the “funeral blanket” and the snowflake ornament—these helped us heal! Heafey-Hoffmann-Dworak-Cutler Mortuaries| Omaha, NE Walt Dworak did an exceptional job of taking great care of my father’s funeral. His compassion and sensitivity to my mother and our family was special. He and his team made sure every detail was performed with dignity and class. Everything was fitting and appropriate. It was a first-class send off. My father would have been humbled by the services and outpouring of support. Thanks to all for the long history of excellent service. They have served generations of my family. Faulmann & Walsh Golden Rule Funeral Home| Fraser, MI
beautifully done. I did not know that funeral homes offered so many different services. I feel if I need anything I can call any time. My husband and I prepaid for cremation, urns, and death certificates a few years ago. It made all the arrangements much easier. I am comforted to know that when it is my turn to leave this world that my children will have an easier time. Kolssak Funeral Home, Ltd.| Wheeling, IL John suggested that each of us write a “thank you” to Pennie. That activity was so healing. It made us focus on all the wonderful things she was. The memory tree was a brilliant idea. Visitors were happy to be able to express their remembrances—her son, Nick, has already read them all. I can’t say enough about the Kolssak Family. The ceremony gave us all an opportunity to come together and celebrate Pennie’s life. Kolssak Funeral Home, Ltd.| Wheeling, IL Jon Kolssak immediately became our friend. His understanding of our needs and his suggestions were as if he had known us our entire lives. His imagination and creativity were outstanding. The space and the facilities for the display of photocopies, picture boards, videos, personal items and flowers created a very “homelike” quality and again aided the flow of traffic. Jon’s imagination in creating totally unique prayer cards and programs was noted and commented on by most of the visitors with praise and appreciation.
Jim’s staff helped us through this and waited with us for hours before Patrick’s body was released to them. They were so compassionate and had the knowledge of what we needed to do. They helped me and my entire family through one of the most terrible times in our lives…Those first few difficult days but also the 3 months after and from this day forward, I know they will always be there for any of us. Their job is the most difficult job I can think of. They deal with families and individuals at the most terrible time of their lives, and they do it with compassion, kindness, and love. Everyone and everything was perfect. I can only say that my husband was probably looking down from heaven and saying, “Wow. I didn’t realize I was so loved and blessed.” Beyers Funeral Home & Crematory| Lady Lake, FL Everyone was wonderful during the time between my husband’s death and the funeral. They continued to check up on me and offer support groups and outings with others who also lost loved ones. The Evening of Remembrance was very comforting and
Visit us on Facebook where every Thursday we feature members who have gone Above & Beyond. facebook.com/goldenrulefh
The Independent® | Spring 2015 37
Milestone Anniversaries
MEMBERSHIP makes a difference
Fewer than 5 percent of funeral homes in North America have earned the right to hang an OGR plaque in their funeral homes. That plaque stands for something: It means you’re an OGR funeral home of prestige; you’re an OGR funeral home that operates with integrity; you’re an OGR funeral home that extends the golden rule of service to your community. Most importantly, it means you’re in the OGR family. The following members are celebrating milestone anniversaries in April, May, and June.
10 Years | April 2005 Bradshaw-Carter Memorial and Funeral Services Houston, TX 25 Years | April 1990 A. H. Peters Funeral Home of Grosse Pointe, Inc. Grosse Pointe Woods, MI 25 Years | April 1990 Twiford Funeral Homes, LLC Elizabeth City, NC 30 Years | April 1985 Langeland-Sterenberg Funeral Home Holland, MI 35 Years | April 1980 Janowiak Funeral Home, Inc. Geer-Logan Chapel Ypsilanti, MI
35 Years | April 1980 Reed Funeral Home, Inc. Canton, OH
55 Years | May 1960 Mueller's Chapel of the Falls Kennewick, WA
45 Years | April 1970 Murphy-Sedgwick Memorial Home, Ltd. Canton, IL
10 Years | June 2005 Tuscaloosa Memorial Chapel, Inc. Tuscaloosa, AL
50 Years | April 1965 John J. Ferry & Sons, Inc. Meriden, CT 10 Years | May 2005 Armstrong Funeral Home Lisbon, ND 10 Years | May 2005 Kapinos-Mazur Funeral Home Ludlow, MA 10 Years | May 2005 Thomas Funeral Home, PA Cambridge, MD 45 Years | May 1970 Gardinier Funeral Home, Inc. Franklin, PA
38 www.ogr.org | The Independent®
15 Years | June 2000 Fry Funeral Home Tipton, IA 15 Years | June 2000 Rhome Funeral Home Monessen, PA 35 Years | June 1980 Stradling Funeral Home, Inc. Ephrata, PA
New Members
Welcome New Members Funeral Home Members: Williford Funeral Home Primary Contact: Tom Williford 201 E. Academy St. Fuquay-Varina, NC 27526 P: 919-552-2211 F: 919-552-1617 tom@willifordfuneralhome.com http://www.willifordfuneralhome.com International Member C.P.J. Field & Co. Limited Primary Contact: Jeremy Field Denmark House, 87 Junction Road Burgess Hill, West Sussex RH15 0JL United Kingdom P: 0044 1444 230430 F: 0044 1444 231299 jeremy.field@cpjfield.co.uk http://www.cpjfield.co.uk
Affiliate Member: Schoppenhorst Underwood and Brooks Funeral Home Primary Contact: Ben Underwood 123 Winning Colors Drive Mt. Washington, KY 40047 P: 502-538-2500 F: 502-957-2297 funeralhome@windstream.net http://www.subfuneralhome.com
Student Members: Nicole Mazzola Bethlehem, PA Northampton Community College Jalynn Lassic Kentwood, MI Worsham College of Mortuary Science Sara DeAngelis Saylorsburg, PA Northampton Community College Michelle Olson Plainville, CT FINE Mortuary College Timothy C. Wright Panama City Beach, FL American Academy McAllister Institute
Business Member: New Memorials Direct Gig Harbor, WA www.newmemorialsdirect.com Michelle R. Baily 253-649-0568 service@newmemorialsdirect.com New Memorials Direct designs, manufactures and sells cremation jewelry and fingerprint jewelry. We offer highquality, beautifully designed precious metal and stainless steel pendants. Outstanding Quality, Lowest Prices, Highly Accurate Order Fulfillment, Proven Popular Styles, easy to handle "Square" Screw and Screwdriver provided. 100% satisfaction guaranteed. Call 877-995-8767 or visit www. NewMemorialsDirect.com for a free fingerprint display. Member benefit: Wholesale pricing, same-day engraving and shipping.
The Independent速 | Spring 2015 39
40 www.ogr.org | The Independent速