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2017 Annual Conference & Supplier Showcase New Orleans, LA
Adapt to the Changing Landscape of Funeral Service Inside: Feb. 2017 Young Professionals Event 2017-2018 Board Elections Award Nominations
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Table of Contents
6
Inside OGR
2017 Annual Conference & Supplier Showcase Learn how to win & wow customers as New Orleans plays host to OGR members.
12
Award Nominations Tell us who should take home the Golden Light Award & The Golden Rule Community Service Award.
14
2017 - 2018 Board Candidates Meet the four candidates running for two seats.
16
Cultivating Relationships with the Media Learn how to start or maintain a healthy relation- ship between your funeral home and the media.
20
Young Professionals Event - Austin, TX OGR is going to "Shatter the Expectations" of our attendees on February 19-21, 2017.
22
YP Spotlight Jack Attfield shares his rich and rewarding young life in funeral service.
24
When, If, & How to Give Employee Raises Navigate the complicated issues dependent on your business, the market and expectations.
CALENDAR
President’s Message
5
Member Spotlight
28
Member News 30 In Memoriam
31
Exemplary Service
32
Milestone Anniversaries
34
OF EVENTS
[January 26]
[February 16]
[February 19-21]
Webinar 3 Simple Strategies to Make the Financial Process Smoother for Families & Increase Your Bottom Line Rob Brice, C & J Financial
Webinar Can the Best Embalmers Still Learn Something? Ken Whittaker
Young Professionals Event Shattering Expectations Austin, TX
[March 9]
[April 6]
[April 20-22]
Webinar Children as Forgotten Mourners: How Funeral Service Professionals Can Incorporate Them Back into the Funeral Denise M. Paul
Annual Conference & Supplier Showcase New Orleans, LA
Webinar Opioid Epidemic: How Funeral Directors Can Respond Charles Castiglia, Lakeside Memorial Funeral Home
Register for all events online at www.ogr.org/events
The IndependentÂŽ | Winter 2017
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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. © 2017 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.
BOAR D OF D IR EC TOR S President Peter “Skip” Urban
President-Elect Charles Castiglia, CSFP
Secretary-Treasurer Adam Miles Martin
Immediate Past President William Brock, Jr. CFSP Directors Thomas L. Hemmerle
ADVERTISER’S INDEX
Richard O'Hara
John Vincent Scalia
Access Financial Group......................................................21 Chris Chigas, (800) 487-8220, ext. 8233 cc@afinancial.com | www.afinancial.com Answering Service for Directors .....................................31 Kevin Czachor, (800) 868-9950 sales@myasd.com | www.myasd.com
Evan J. Strong
STAFF
Executive Director Mark Allen, CAE
Communications Director Scott F. McClure
C& J Financial .....................................................Back Cover Jamie Meredith, (800) 785-0003 jamiem@cjf.com | www.cjf.com/org
Staff Diane Durbin Maureen Hayes Gael Murdoch
The Foresight Companies ................................................13 Catherine Belliveau, (602) 274-6464 catherine@f4sight.com | www.f4sight.com.com
Laine Phillips
Denise Rodriguez Michael Ryan
The Judith Roth Collection..................Inside Front Cover Judith Roth, (800) 413-4455 judith@jrcal.com | www.jrcal.com Matthews Aurora Funeral Solutions...............................19 Thomas Pontone, (201) 991-2800 tpontone@matw.com | www.matw.com Messenger.............................................................................27 Bob Hoaglund, (800) 827-5151, ext. 243 bhoaglund@messengerllc.com| www.messengerstationary.com Nicodeumus & Associates .................................................35 Mike Nicodemus, (757) 503-3576 mikenicodemus@cox.net | www.cremationsuccess.com
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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International Order of the Golden Rule 9101 Burnet Rd., Suite 120 Austin, Texas 78758 (800) 637-8030 Fax: (512) 334-5514 Email: info@ogr.org Website: www.ogr.org
The Independent® |
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www.ogr.org | The Independent®
Winter 2017 | Volume 20 | Issue 1
President’s Message
Looking Forward to Change by Skip Urban
J
ust as each day we wake is a gift, and another chance to do better, the New Year is an even greater gift. As we move slowly into 2017, it is important to take the time to look back so that we may improve upon our past. We must also look forward for any obstacles we may face in this new business year.
As seasoned funeral directors watch the profession change before their very eyes, it is the younger of the generations who will need to step up and begin to identify and implement change. For that very reason, OGR is hosting its second Young Professionals Event in Austin, TX, this February 19-21. This year’s event will focus specifically on improvements that need to be made in order to increase the value of the services you offer to families. Topics will range from creating embalming packages that will increase your bottom line, to wooing the new cremation family and showing them who the importance of memorialization.
As funeral service professionals, the way our predecessors conducted business is not necessarily the way that we do. After all, the problems they faced are not the "Those same problems we face. In the same breath, we need to acknowledge continue to do that the challenges we are facing business the way will continue to change for the next generation. We need to pay attention they always have to the new customer and proactively will probably not be accommodate his/her needs. Those who continue to do business the way doing business much they always have will probably not be doing business much longer. longer." The first step is to recognize the need for change. The second is to identify the new trends that are affecting traditional funeral service. Third, we need to adopt strategies to address the demands of the consumer and implement a plan to accommodate their expectations and their wishes. While all of this may seem to be a bit daunting, OGR may just be your first step in the proper direction as you move toward inevitable change. OGR most recently unveiled the first of its Success Series designed with the independent funeral home in mind. Each Success Series contains options that match OGR members’ individual needs and includes one-on-one consultations, tools, and ready-to-go materials that save hours of staff time. Pricing has been set to save you thousands of dollars in consulting and development fees. OGR’s first three Success Series offer help with increasing ties between community residents and your funeral home. This is the first step in identifying areas for change.
As OGR continues to align with the specific needs of its members, OGR will focus on how you can “Win and Wow” the new funeral family at its 58th Annual Conference and Supplier Showcase in New Orleans, LA, April 20-22. Learning will include how to create value for a lower end shopper, how to attract new customers by setting yourself apart from your competition, and presenting better embalming and open casket options. These and many more learning opportunities are being made available by your association. The very thinly veiled message in my column this issue is to show you that OGR is on top of what’s coming down the pike in funeral service and is dedicated to helping its members successfully adapt to this change. I mentioned just a few of the opportunities available this year that will set your course to profitability in this all new world of funeral service in 2017 and beyond. Thank you for your dedication to the profession. Thank you for your membership with OGR, and thank you for paying attention to what’s ahead and allowing your association to help you along the way.
Peter "Skip" Urban, President
The Independent® | Winter 2017
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58
2017
april 20-22 | new orleans, la
Annual Conference & Supplier Showcase
5
Ways to
Win Wow and
New Customers
6
www.ogr.org | The IndependentÂŽ
Come to New Orleans and discover five ways to Win & Wow new customers
F
uneral service is changing before our eyes. Are you adjusting to the changes? Join your colleagues in New Orleans, LA April 20-22, 2017 for OGR's Annual Conference & Supplier Showcase for takeaways to capitalize on the new normal and keep your business above ground. Education and events this year focus on helping you transition into the next generation of funeral service.
#1
Don’t compete on price alone – Figure out how to tell families what makes your funeral home special.
Opening Keynote:
#2
Attract New Customers by Differentiating Your Funeral Home from the Rest – Matthew Pollard - Rapid Growth Speaker & Coach, 1 CE
• Learn tips for communicating the value of a private/
• Motivate families to learn more about your services. • Identify the unique value your funeral home offers. • Start a 5-step hands-on system for communicating
• •
your funeral home’s value. 5 Steps for Setting your Funeral Home Apart: Craft Your Differentiated and Unified Message – Matthew Pollard, 1 CE
• •
communicated their unique value for helping families plan funerals and memorials. Complete the 5-step hands-on system introduced in Matthew’s first session to identify what unique value your funeral home offers. Learn how to communicate messages that attract client families.
public viewing to all families during the arrangement conference. Gain ideas for educating the public about the full range of services your funeral home offers. Discover ways to navigate challenging questions from families and staff who have misperceptions about viewings.
Breakout:
You don’t have to compete on price alone. Come ready to roll up your sleeves and dive into an hour-long strategic consultation on how to determine what sets your funeral home apart.
• Discover how funeral homes have successfully
How to Present Embalming and Open Casket Options So Families Will Thank You Later – Vernie Fountain, 1 CE
With the widespread acceptance of cremation, do the families you serve understand the importance of saying goodbye to loved ones before disposition? Mr. Fountain will share how communicating the value of a viewing will not only increase your bottom line but will also help families start the process of healing.
Do you struggle to identify and communicate what sets your funeral home apart from your competitors? Matt Pollard believes the key to gaining new customers doesn’t require working harder, but does require thinking strategically. He’ll show you how to:
Breakout:
Make sure families know their options when it comes to viewing the body.
Techniques to Repair Minor to Severe Trauma Cases – Vernie Fountain, 1 CE Calling all embalmers and prep-room staff – this session is for you. Discover time-tested restorative art principles from expert Vernie Fountain that you can apply to every case.
• Learn various methods for repairing minor to severe • •
facial injuries and bone structure challenges. Explore do’s and don’ts from actual case studies. Acquire knowledge that enables you to properly approach trauma cases and create better body appearance than your competitors.
#3
Identify and create services your cremation families will want. 4 Tips for Wooing Cremation Families – Laine Phillips, OGR, 1.5 CE
#5
Closing Keynote: How to Create Value for What We Do in a Bottom Feeder Market – David Riemann, 1 CE
More and more families choose cremation and aren’t aware of all your funeral home can do for them beyond direct disposition. Learn to communicate your value and give cremation families what they really want.
What changes would you make to your business if you could start over? Former OGR President David Riemann will share how he reimagined his funeral home after Hurricane Katrina damaged several of his buildings. Recognizing the changes taking place in funeral service, he left his comfort zone and made serious changes to better serve families in his community.
• Identify solutions to help families plan memorable life celebration events.
• Discover an easy yet practical approach to • •
handling cremation phone inquiries. Update your cremation packages to meet consumers’ needs. Get tips for keeping your funeral home at top of mind for prospective client families.
#4
Up your technology game.
Continuing Ed: The Annual Conference will offer up to 9 CEs in states where approved. Visit www.ogr.org/CEs for a current list of approvals.
Post-Conference Webinars: Ensure your staff won’t miss out on conference education! Two of this year’s sessions will be repeated in May via webinar at no additional cost* to you. Sign up at www.ogr.org/webinars. *These webinars are a free member benefit. Minimal fee for members who require CE credit.
8
• Learn how to identify innovative service ideas •
Simple Gadgets for Making Life and Serving Families Easier – 1.5 CE Imagine tracking the progress of a procession from your cell phone or using a free, quick solution for communicating with your staff while you're on a call. This hands-on session will include quick tenminute presentations that explore easy-to-use technology tools you can start using in your funeral home today. Learn to work smarter, not harder.
www.ogr.org | The Independent®
Discover how other independents are succeeding and adapt these methods for your funeral home.
•
for your funeral home to compete with low-cost providers. Identify practical tools for battling the “that won’t work in our community” mindset. Gain inspiration for making changes that will help your funeral home thrive during times of change.
Great Ideas Exchange: You Heard It Here First – Member Led, 1.5 CEs The most helpful ideas often come from your colleagues. Join us for roundtable discussions on issues you’re currently facing. In this year’s Great Ideas Exchange, members will learn new ways to tackle challenges and keep their businesses above ground. Come prepared with questions to contribute to the annual networking exchange.
Study Group Style Exchange: –
What’s Your Best Practice? Member Led, 1 CE
The most helpful ideas often come from your colleagues. Join us in this study group style session, which will deep dive into specific challenges you're facing. Come prepared to share a best practice that’s helped you solve one challenge this year.
EVENT SCHEDULE Thursday, April 20, 2017 3:00 p.m. 4:00 – 6:00 p.m.
1:00 – 2:30 p.m.
Registration Opens
Welcome to the Big Easy Party (Supplier Showcase)
6:30 p.m.
Dine Arounds
Friday, April 21, 2017
Great Ideas Exchange: You Heard It Here First
2:30 – 2:45 p.m. 2:45 – 3:45 p.m. 3:45 – 6:00 p.m.
Break Closing Keynote: How to Create Value for What We Do in a Bottom Feeder Market Free time
6:00 – 7:00 p.m.
7:00 – 8:00 a.m. 8:00 – 9:15 a.m.
Breakfast
Keynote: Attract New Customers by Differentiating Your Funeral Home from the Rest
9:15 – 9:45 a.m.
Supplier Showcase
9:45 – 10:45 a.m.
How to Present Embalming and Open Casket Options So Families Will Thank You Later
10:45 a.m. – 12:15 p.m.
Supplier Showcase
12:15 – 2:00 p.m. Celebratory Luncheon & Service of Remembrance 2:00 – 2:30 p.m.
Supplier Showcase
2:30 – 3:30 p.m. Breakout #1: 5 Steps for Setting your Funeral Home Apart: Craft Your Differentiated and Unified Message Breakout #2: Techniques to Repair Minor to Severe Trauma Cases 3:30 – 4:30 p.m.
7:00 – 10:00 p.m.
President’s Reception Masquerade Ball & President Installation
Sunday, April 23, 2017 10:00 a.m.
WW II Museum Swamp Tour
Hotel & Travel Sheraton New Orleans Hotel
500 Canal Street, New Orleans, LA 70130 Ease into a relaxing getaway on one of the most celebrated parade routes in the world at Sheraton New Orleans Hotel. From the French Quarter and Bourbon Street to the Riverwalk and Warehouse District, you’ll be fewer than two blocks from everything you want to see. Experience the welcome of the 4-star Sheraton and the comfort of their amenities while you explore the Big Easy.
Study Group Style Exchange: What’s Your Best Practice?
To make room reservations: Visit www.ogr.org/annual-conference or call the Sheraton at 1-800-627-7033 and ask for OGR or the International Order of the Golden Rule’s conference rate of $209/night.
7:00 – 8:00 a.m.
Breakfast
8:00 – 9:00 a.m.
Annual Business Meeting
RATE DEADLINE: March 5, 2017 or until the block fills up. Don't miss out; book today!
9:00 – 9:15 a.m.
Break
Supplier Showcase
4:30 -5:30 p.m.
Saturday, April 22, 2017
9:15 – 10:15 a.m.
4 Tips for Wooing Cremation Families
10:15 – 10:30 a.m. 10:30 a.m. – 12:00 p.m. 12:00 – 1:00 p.m.
Break Simple Gadgets for Making Life and Serving Families Easier
Fly into Louis Armstrong New Orleans International
Airport (MSY – 15 miles from hotel) and take a registered taxicab or rideshare like Uber or Lyft. For those driving in, only valet parking service is available. The Sheraton does not offer self-parking. Overnight guest rate is $43 + tax.
Lunch
The Independent® | Winter 2017
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TAKE IT EASY
IN
Welcome to the Big Easy Party Thursday, April 20, 4:00 p.m.
Cajun Pride Swamp Tour Sunday, April 23, 10:00 a.m.
This year’s kickoff event will feature cocktails, appetizers, and a live jazz trio! Come mingle in the showcase, enjoy live entertainment, and get pumped up for the rest of the conference.
For many years people have traveled extensively to locate a unique and exciting adventure, exploring Louisiana's back country with its meandering bayous and swamps. Join an educational journey back to the early days of Louisiana bayou and swamp explorations on this hour and 45 minute tour.
Dine Arounds Thursday, April 20, 6:30 p.m. After the Welcome Party, join fellow OGR members at NOLA restaurants for dinner. Signups will be available online soon.
Details: 12 tickets available Cost: $49/adult or $25/child Transportation: Included in cost of ticket. Shuttle departs hotel at 10:30 a.m. Tour at Noon. Return by 2:45 p.m.
Masquerade Ball with a New Orleans Twist Saturday, April 22, 6:00 p.m.
Did You Know?
Masked in mystery and draped in decadence, this year’s masquerade ball will be nothing short of magical. Come dressed to impress for this year’s themed event and join other members for dinner, dancing, and New Orleansinspired activities.
The Welcome to the Big Easy Opening Party will take the place of the traditional Welcome Reception. Come ready to mingle in the Supplier Showcase with vendors, drink cocktails, and catch up with friends.
Visit the National World War II Museum Sunday, April 23, 10:00 a.m.
OGR’s Gone Mobile! Download OGR conference app online to access presentation handouts, area maps, attendee, exhibitor, & speaker information, and so much more!
Tour the National WWII Museum and explore the lives of American men and women who took part in World War II through letters, recruitment posters, weapons, models, and film. You’ll leave with a better understanding of the war that changed the world and be inspired by all you learn. Details: 20 tickets available Cost: $25 Adult/ $15.50 Child (Does not include transportation.) Transportation: We’ll be sharing cabs or Uber rides to the museum. Meet in lobby at 10:00 a.m.
10 www.ogr.org | The Independent®
Demo Stations near the Showcase floor – Learn from hands-on 10-minute sessions, which will help you save time and money. Invite prep room staff/young professional, get a discount! If you bring a technician or a young professional (member under the age of 40), you’ll receive $50 off your registration when they register. Use the discount code: TECH/YP when registering. Like us on Facebook and join the conversation online. www.facebook.com/goldenrulefh
AWARD NOMINATIONS
Are you or is someone you know the best of the best? OGR invites you to nominate candidates for the Golden Light Award and the Golden Rule Community Service Award. These awards are presented annually to members who inspire you through leadership and service to the profession and community -- members who define success in terms of what they give back. GOLDEN LIGHT AWARD The OGR Golden Light Award, now in its thirteenth year, honors an individual (not a firm) who has made specific, meritorious contributions to society through his or her profession, community or field of voluntary service as career achievements.
GOLDEN RULE COMMUNITY SERVICE AWARD
The Golden Rule Community Service Award recognizes a firm (not an individual) for outstanding service to the community during the 2016 calendar year. Members are encouraged to submit their own firms. ELIGIBILITY GUIDELINES Funeral homes applying for the Golden Rule Community Service award must: Be an OGR Member Firm in good standing; Supply support materials as evidence of the activity or service, such as press clippings, letters of thanks, testimonials, photos, or governmental citations; (may) Win this award only once every three years
The Golden Light and Golden Rule Community Service award winners will each receive an engraved award and a, press release, recognition at the Annual Conference & Supplier Showcase, and acknowledgement in The Independent™ and on the OGR Website. Submissions must be received by February 15, 2017. For questions about the Golden Light or Golden Rule Community Service Awards, contact Mark Allen at (800) 637-8030, or mallen@ogr.org. Download the Awards Entry Form at www.ogr.org/awards. 12 www.ogr.org | The IndependentŽ
The IndependentÂŽ | Winter 2017 13
2017 - 2018
OGR members will soon elect two candidates to serve two-year terms as Directors-at-Large on OGR’s 2017-2018 Board of Directors. OGR members may vote between February 6 and February 28. Those who have multiple locations (branches) will receive one ballot for each location. The Nominating Committee is recommending the following three candidates who possess skill sets needed to help OGR move forward. A profile of each candidate follows:
James “Jim” Marrocco Owner/Manager, Marrocco Memorial Chapel, Clifton, N.J. Why he’s running for the Board: "I have always been an active member of the funeral profession. I know that with my past experiences I can serve OGR well to be a part of the team that will make OGR stronger and more viable in the future." Background: Graduate of Valley Forge Military Academy; Bachelor of Science, Fairleigh Dickinson University; American Academy McAllister Institute of Funeral Service NYC. Career highlights: Seven-time recipient of NFDA’s Pursuit of Excellence Award; serving a 2nd term as President of the New Jersey State Board of Mortuary Science; Certified Funeral Service Practitioner; Certified Preplanning Consultant; Launched Faithful Companion Pet Cremation Services by Marrocco in 2010; first funeral director to complete the Professional Development Program of The Thanos Institute. Leadership skills: "I have served in a leadership capacity in many organizations that I have been a part of. I know that these experiences will serve me well as a member of the Board of Directors." Qualifications for Board service: "I am a fourth generation funeral director licensed for 38 years. I am manager and owner of two funeral establishments. I have served on the Products & Service committee and education committee of OGR." Family: Jim is married to Nina and has three children (Jim Jr., Paul and Tracy). Hobbies: Gardening, club participation, traveling, genealogy.
14 www.ogr.org | The Independent®
Mary F. Steele, CFSP, CPC, CCO Co-owner, Arnett & Steele Funeral Home, Inc.—Pineville, Ky. Why she’s running for the Board: "I believe OGR is looking forward in a positive direction and I want to assist in continuing to reposition OGR as “THE ORGANIZATION” for independent funeral homes." Background: Graduate of nursing school (RN); graduate of Mid-America College of Funeral Service. Career highlights: First woman on Board and President of Funeral Directors Association of Kentucky; Certified Funeral Service Practitioner since 1996; NFDA Initiative Award recipient (2007); OGR Community Service Award recipient (2008); serves on the Advisory Board for Mid America College of Funeral Service; formerly served on the Southeast Community and Technical College Funeral School’s Advisory Board (part of the UK Community College System); Certified Preplanning Consultant; and Certified Crematory Operator. Leadership skills: Attention to detail; organization; timeliness; goal oriented; and management skills. Qualifications for Board service: Currently serves on OGR’s Finance and Communications committees; served on OGR’s Strategic Planning Task Force. "I want to help OGR move forward." Family: Mary is married to Julius “Jay” Steele and has one son (Jason) and one daughter (Margaret). Hobbies: Walking, reading, cross-stitch, jigsaw puzzles, traveling.
Evan J. Strong President and Owner, Evan J. Strong Funeral Services, Calgary, Alberta Why he’s running for the Board: "After serving on the OGR Strategic Planning Task Force in 2015, I was asked to fill an unexpired term on the OGR board of directors so I could contribute my ideas for enhancing the value of OGR membership. I’d like to continue the work I started this year." Background: Evan also owns Commemorative Services Funeral Directors; he holds degrees in Public Policy and Economics; Funeral Services Diploma; various marketing and businesses courses (continuing education). Career highlights: "Owning and operating my own business for 15 years." Leadership skills: Evan is experienced in board membership, strategic planning, business development and marketing at board levels. Qualifications for Board service: Evan was appointed to fill an unexpired term on OGR’s board of directors in 2016. Family: Evan is married to Camille Lafaivre and has one daughter (Charmaine) and one son (Sullivan). Hobbies: Triathlons, soccer
Vote online at www.ogr.org from February 6 - 28 or return paper ballot by mail.
OGR must receive all ballots by February 28. Ballots indicating more than two candidates or without the identification sections filled in will be disqualified. Members may submit ballots by postal mail, e-mail or fax as indicated on the ballot. Members may also vote online February 6 - 28 by visiting www.ogr.org and clicking on the “BOD Ballot”. Contact Mark Allen, OGR Executive Director/CEO, at (800) 637-8030 or mallen@ogr.org for additional information.
CAST YOUR VOTE The Independent® | Winter 2017 15
Cultivating Relationships with Reporters and Editors: Tactics to Improve Your Funeral Home’s Media Coverage
By Joe Weigel; Weigel Strategic Marketing
16
H
as your biggest competitor just been highlighted in the daily paper? Or perhaps the upstart funeral home was just interviewed by the town’s radio station for a local perspective on a national news story about funerals. Either way, don't you wish the media had contacted your firm rather than the “other guy”?
Working with the media is not the equivalent of throwing spaghetti at the wall and seeing what sticks. You need to put in the time to get the results you want. Like so many things in life, good communication with the media requires a great deal of planning as well as developing connections with those involved. It’s never too late to start. Maybe you’ve had media coverage of your funeral home in the past and were unsatisfied with how it turned out and you’re looking for positive exposure in the future. It helps to think of your connection with the media like any kind of relationship. You have to invest in it. The following ideas are a few ways you can build and improve your media relations:
1 2 3
Consider who can help you, not just what can help you. Once you decide what message you want to communicate and how you want to get that message out, figure out who can make it happen. Who is in charge of making news decisions at the local paper? Who is the producer at the radio station making things happen? These people can help you get your story told. Find out who these people are. Keep in mind there’s a difference between advertising and news. If it’s advertising you want, you’re going to pay for it. If it’s news coverage you’re looking for, that’s a different story. The media is concerned with serving their readers, viewers, and listeners. Is your funeral home engaged in activities that may be of interest to the community? Are there trends in the industry that you are addressing as a business owner? If it's interesting to the public, the media is interested. Target your efforts. Newspapers, TV stations, and radio stations all have reporters who focus on different types of "news". Sending a mass e-mail to an entire newsroom hoping for coverage isn’t going to be very effective, and in fact could annoy the people you’re trying to reach. Instead, spend some time finding out who is the most likely person to be interested in your story. Pitch the media outlets that best reach your families and reflect your firm’s objectives. In many cases, this means focusing your efforts and pitching to a handful of reporters. Think three to four, not 10 to 20.
4 5
Take it slow. Earned media is crucial for real-time engagement with both they and consumers but it’s a long game too. Develop monthly, quarterly and yearly marketing strategies that include media relations, planned publicity campaigns and content strategy. Remember, Rome wasn’t built in a day. Nurture relationships with journalists. Earned media is about people and relationships. Often, funeral professionals look at media coverage as a one-time event. In many cases, that’s true. But if you think your business is going to attract on-going attention, or hope it will, it means a relationship is even more important. Connect with journalists on LinkedIn and Twitter. Pay attention to what they are writing. Keep your focus on building relationships with reporters first and the opportunity to share your firm’s story through media coverage will emerge naturally.
6 7 8 9
Offer captivating content. Words alone won’t get your story the attention it deserves. Whenever possible, refer to rich media content—audio, images, and video—when pitching your story. Journalists want and need visual content to capture the attention of their audiences. Keep your media pitches short. Your pitch is the teaser, not the full-length feature. Keep your message short, simple and to the point. If it holds promise for the journalist, they’ll follow up with you to get the whole story. Ensure that / communication runs two ways. Don’t ignore the media and then expect them to come running when you have something to say. Media respect people who answer questions plainly, and who are willing to give as well as get. If someone from the media contacts you, make sure you communicate on a timely basis, even if you feel you don’t have much to say. Media tend to write off people who are not responsive. / understand. No one understands funeral Help media service in your community better than you. That can be a weakness if you assume that others know what you know. If reasonable, invite journalists to your funeral home for a tour. Reporters like to know what makes things tick, and if you give them a peek behind the curtain, they’re likely to be more understanding about your mission and perhaps, find a story to cover that you never thought of.
The Independent® | Winter 2017 17
Avoid the following when building relationships with the media
1 2
Avoid cluttering others' in-boxes. Once you’ve sent your pitch, give it a few days to settle. Don’t send email after email or make phone call after phone call asking about it. If a journalist is interested in your story, they will tell you or they will request additional information. “One size fits all” isn’t a good media pitch strategy. Keep your pitches relevant with special attention to recent coverage, region, and audience. Just like a good funeral, a good media pitch is best when it’s personalized.
3 4 5 6
Cookie-cutter pitches annoy people. If you send the same pitch three times in a row and it strikes out every time, it’s time to change your pitch. Find a new angle for your story. Even if the pitch succeeds, change it when shifting to a different outlet, audience, or campaign. Your pitches must be tailored to the environment where it will be placed. Don’t think that what you have to say is the most important thing in the world. People shouldn't drop what they’re doing to pay attention to your story. In most cases, media have many competing interests. It’s a hectic business with many distractions. You have to figure out how to rise to the top. Don’t become dejected. Sometimes it takes a while to find the right person who "gets" your message. If it doesn’t happen on the first phone call or first email, don’t throw up your hands in frustration. Keep doing your homework, and stay positive. Getting agitated won’t help. Be persistently pleasant about reaching your goal. Don’t burn bridges. If you are unhappy with coverage, deal with it constructively and think long-term. Hope for a better story down the road. If there is an error, ask them to correct it. Any respectable reporter or writer will publish a correction.
18 www.ogr.org | The Independent®
7
Don’t think that everything deserves media coverage. If you’re trying to develop an ongoing relationship, don’t pitch a story every week. But do stay in touch. It might mean sending a reporter an update on your funeral home even if you’re not looking for a story. In addition, compliment a reporter on a recent story or news segment you enjoyed.
8
Deliver on your promise. Your main aim is for the media to be receptive to your pitches as well as coming to you for comments about funeral topics, so be sure you deliver on your promises. If they know you’re a good source that will deliver, they will be receptive to your future communications as well as on the top of their mind when doing a story on deadline and quickly need an expert’s perspective on funeral service.
Joe Weigel is the owner of Weigel Strategic Marketing, a communications firm focused on the funeral profession, that delivers expertise and results across three interrelated marketing disciplines: strategy, branding and communications. Visit his website at weigelstrategicmarketing.webs. com. He also can be reached at 317-608-8914 or joseph. weigel@gmail.com.
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The Independent® | Winter 2017 19
A Yo u n g P r o f e s s i o n a l s E v e n t
e h t r fo s y a on i w t a a ls r e a e k n n a T io e s G s w e f o Ne r P l a r e n u F f o
February 19-21, 2017 Austin, Texas
You’ve attended your share of conferences that all look alike. OGR’s Young Professionals Event aims to change all that. This small group event gives you the opportunity to meet like-minded funeral service professionals, grow in your career, and have a blast doing it. With peer-led sessions, a small group format, and hands-on presentations, you’ll leave this two and a half day event feeling empowered and loaded down with new techniques to try.
LEARN
MORE
•
How to Explain Why Funerals Matter to Someone Who’d Rather Throw a Party
•
Tips for Creating Embalming Packages That Help Families & Increase Your Bottom Line
•
Attendee Areas of Expertise - You and Your Colleagues Speak Up
•
Life Hacks for Mastering Technology in the Funeral Home
•
4 Ways to Successfully Woo Cremation Families
•
New Generation of Funeral Service: Our Best Practices
•
Wrap Up Session: New Ideas Exchange over Breakfast Explore Austin! Get into town earlier in the weekend, and choose from a round at Topgolf, a Gospel Brunch at Stubb’s BBQ, or a walking foodie tour of downtown Austin. You’ll get to see more of the Texas hill country and spend time with other Young Professionals. Pricing available soon.
20 www.ogr.org | The Independent®
February 19-21 2017
Registration is $495/member and includes 8 hours of CE credit (in states where applicable), Sunday dinner, and Monday lunch and dinner. Breakfasts are complimentary and included in the hotel rate. Optional excursions on Sunday morning are an additional cost. The host hotel, Hyatt Place, is in the heart of downtown, near all the action. Just three blocks from the 6th Street entertainment district and minutes from the state Capitol. Reservations are available from February 17 – 21, giving you plenty of time to see Austin. The room rate of $225/night includes complimentary Wi-Fi, daily breakfast, and access to the 24/7 fitness center and indoor pool.
Register at: www.ogr.org/young-professionals-event
The IndependentÂŽ | Winter 2017 21
TALK REAL
YP
w i t h O G R Yo u n g P r o f e s s i o n a l s
by Scott McClure, OGR Communications Director
We are happy to introduce to our readers, fellow OGR member and YP, Jack Attfield of Lakeside Memorial Funeral Home in Hamburg, NY. Jack is a licenced funeral director and embalmer and has been in the business for 15 years.
JACK ATTFIELD
RAISED IN THE BUSINESS Growing up in the funeral home my grandparents started and lived in, made it an easy transition into funeral service. It also makes for great stories when people ask about it. Riding in the back of the hearse to the hospital with my grandfather or playing football in the chapel with someone screaming, "Don't throw the ball at the lamps, they're expensive!" My grandfather suggested I go to Mortuary school, and at the time I didn't really have anything going on, so as funny as it sounds, I said, "sure, why not". The rest is history.
LAUGHTER IS A REWARD It's a great feeling when a family comes up at the end of the service and truly thanks you for everything you have done. I also pride myself with the ability to make people laugh during one of the worst times in their lives. You can usually hear laughter coming out of the arrangement room. My wife would come to the office with me on Sundays and would stay up in the office. Hearing the laughter, she would ask, "Didn't someone die? Why were they all laughing?" The death is sad, but the happy stories are what live on and many of them can be quite funny.
Jack with wife Andrea and daughters Annika and Aerilon.
I HAVE NOTICED Families are beginning to want to do more associated with planning the funeral. They want to do it their way and not according to traditions. They seem to feel that funeral homes aren't receptive to that. If we as a whole don't embrace the changes, families will do it on their own. It's already starting in some areas of the country. Most people don't understand the amount of planning that is done by a funeral home prior to the funeral. We need to be more transparent about what we do to help them through the journey of grief.
QUICK Q's
3 FUTURE GOALS
1. Grow personally and professionally. 2. Spend more time with family. 3. Buy my own funeral home.
FAVE PHONE APPS
Spotify & Coupon Sherpa (Who doesn't like music and saving money?)
MANTRA / ADVICE
You can make a wish, or you can make it happen.
SOMETHING "GOLDEN" My toes in the sand on my favorite beach in Siesta Key, Florida.
I ENJOY Spending time with my wife and daughters (ages 6 and almost 2, with one any day now) bring me the most joy. In the summer, I enjoy playing golf and managing my charity golf outing to benefit our local Children's Hospital. Living in Buffalo, the winters are cold and dreary, so being able to attend some Buffalo Sabres games is always a good time. (If they could only win more.)
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www.ogr.org | The IndependentÂŽ
Jack aboard Lakeside Memorial's Harley Davidson funeral coach
2017 L EAR N M O R E ... S AV E M O R E With 10 webinars scheduled for 2017, you have the chance to earn up to 10 CE credits* without leaving your desk. 2017 Single/Package Pricing: Single
$120 each
3 Pack
$115 each ($345 total)
5 Pack
$110 each ($550 total)
10 Pack
$100 each ($1,000 total)
Purchase a 10 pack for you and your staff and save $200 Register Today at
Have more than one staff member who needs CE credit? Simply add staff for $50 each.
www.ogr.org/webinars
2 017 S c h e d u le Thurs. January 26 3 Simple Strategies to Make the Financial Process Smoother for Families & Increase Your Bottom Line –Rob Brice, C & J Financial Thurs. Feb. 16 Can the Best Embalmers Still Learn Something? – Ken Whittaker Thurs. March 9 Opioid Epidemic: How Funeral Directors Can Respond – Charles Castiglia, Lakeside Memorial Funeral Home Thurs. April 6 Children as Forgotten Mourners: How Funeral Ser- vice Professionals Can Incorporate Them Back into the Funeral - Denise M. Paul Thurs. June 15 Harness the Power of Google, Facebook, and Other Reviews to Better Serve Families – Jessica A. Smith, OGR Thurs. July 20 Behind the Scenes of the JFK Assassination: Lessons for Today’s Funeral Director – Jim Kurtz, SinoSource
Thurs. August 17 Merchandising & Selection Room Trends – Marty Strohofer, Matthews Aurora Thurs. Sept. 21 Investing in Key Employees – Jack West, Federated Insurance Thurs. Nov. 9 How to Drive Leads on Social Media; It’s Not Just ‘Good Will’ Marketing – Ryan Thogmartin, Disrupt Media Thursday, December 7 Webinar - TBD
*All webinars are eligible for one continuing-education credit (CEU) in states where approved. Note: OGR webinars are typically approved for 1 CE hour by the Academy of Professional Funeral Service Practice (APFSP) and most state licensing boards (VT, PA, and VA excluded). It is the individual participant's responsibility before registering for any OGR course or event to verify that it is currently approved for CE in the state or states in which the individual is licensed.
The Independent® | Winter 2017 23
Should You Give Your Employees a Raise? By Stephanie Ramsey; The Foresight Companies, LLC
D
etermining if or when to give an employee a raise is a question funeral business owners/managers frequently struggle to answer. This year funeral business owners/managers are challenged to address this issue in a very direct and specific manner as a result of the impending new overtime rules. Currently, due to a Texas Judge issuing an injunction, the implementation of this rule is on hold and may or may not ever be put into effect. This leaves owners and managers uncertain about how they should or if they should address raises for their employees. Given the complexity of the overtime rules and the current focus on retaining quality employees in the funeral industry it is wise to consider the four following components when addressing raises:
• • • •
Company Budget/Profitability Market Rate of Position Employee’s Job Performance Future Expectations of Employee and the Business
All funeral owners/managers deal with the various questions of employee raises at least annually. For example, should raises be offered to employees? Which employees? How much should they increase? Let’s focus on the four components outlined above to answer these questions.
1) Ability to Pay Whether a company can financially afford raises is something that should be considered before determining how
24 www.ogr.org | The Independent®
much an employee should receive. Anticipating raises in each annual budget can ensure that there are funds available for raises if the business performs as expected. If the company does not have the financial strength to provide raises, management must consider no-cost or low cost alternatives. This can include items such as elevating the employer portion of insurance premiums or increasing the number of paid vacation days. Perhaps paying for continuing education or covering the cost of dry cleaning? These may seem to be small items but they will be valued by the employees, especially if you openly share with employees that the company just cannot afford raises across the board in the current year. Suggest that all employees working to cut expenses and maximize profitability of the business to allow for raises the next year. This can be a motivational tool.
2) How Much to Pay? When determining how much of a raise should be given to an employee, the first issue to consider is whether the employee is currently being paid at a competitive market rate for the area. This is a critical factor. If they are below the competitive market rate there is a higher risk of them looking elsewhere for a job or being poached by a competitor. If the employee is below the competitive market rate, has performed at an acceptable level and you desire to retain their employment, a one-time pay adjustment may be needed and can replace the normal raise process for that year.
How can you know what the market rate is for your area? Do market research using such sites as:
• Payscale.com – This site provides good salary information. • Glassdoor.com – Both employees and employers can post salary information here.
• Salary.com – This site touts that they have the world’s largest compensation database.
• Monster.com – Their salary wizard tool is helpful to employers.
Also, there are HR websites and books that you can use to learn what the salary market rate for positions are in your area.
3) Prepare a Formal review It can be an overwhelming task to measure an employee’s job performance. There is a way to simplify it. Start with a formal review process for all employees at least annually. While reviews are dreaded by both employers and employees, they remain the best tool for providing owners/managers with information to base promotions and raises. Yes, there are those that simply give their employees a cost of living adjustment every year without bothering with formal reviews. But in an industry where finding competent and professional staff continues to be increasingly difficult, these standard costs of living raises will not help you attract or retain quality employees. Creating a formal review process is not as difficult as you might initially think. Begin by creating a review form. There is no required format. Focus on tasks that the employee is required to do and evaluate them and put them in a format that is easy to read. Make sure that the review form clearly identifies the evaluation scale. Is it a 1 through 10 grade or descriptive such as, average, above average, below average? Here are some example tasks that can appear on a review form for evaluation:
• Serving families at a level that represents your firm. • Obtaining continuing education as required for licensing.
• Accurately completes documentation necessary for
You can also evaluate more general job performance such as interpersonal skills, leadership, resourcefulness and customer orientation. Include an area for comments where you can note praise or recommendations for improvements. Finally, there should be an overall job performance evaluation. Once you have identified the evaluation criteria of the position you are reviewing and included an evaluation scale and comment or recommendation section you are ready to move on to completing the form for each employee. Don’t forget to determine who will be completing the review form. The individual that supervises the employee is the most likely candidate for this purpose. As they are considering the criteria to be used for the employee, they should consider whether they met, failed or exceeded expectations. Once the form is completed by the supervisor it should be carefully reviewed by management to see if they concur with the evaluation and raise prior to being shared with the employee.
4) Employee Expectations What does the future hold? What are your expectations of the employee in the coming year? Do they have more responsibilities or authority? Are you changing their role in a significant way? Will they be managing other employees? How do you anticipate the business will perform in the coming year? Will the employee be able to positively impact the profit of the business? How do these expectations of the business and the employee impact do raises? If the employee is taking on more responsibility, that should influence their raise. Employees that positively influence profitability of the business are very valuable to you. You want to retain them and one way of accomplishing that is through raises that recognize their contributions to the business. Before moving on to calculate raises based on these four components, it would be remiss not to review the recent situation that businesses are facing due to the new overtime rule changes. If you have already adjusted employee salaries and informed them of these changes as part of an effort to
funeral services desired by the family.
• Provide families with current GPL. • Discuss payment options in the arrangement conference.
The Independent® | Winter 2017 25
be compliant it is likely best for you to move forward with the new salary. Why? Two reasons:
• It is difficult to go back to employees and tell them
you are changing their pay because the new rules did not need to be implemented on December 1st. Many employees will be confused by the need for any further changes to their pay. Also, creating a situation that can have a negative impact on morale should be avoided.
• Just because there is currently a hold on the implemen-
tation of the revised overtime rules does not mean that it will not be implemented at some time in the future. Trashing all the effort that was made to comply with the new overtime rules will be very frustrating if the rules are suddenly implemented a few months down the road and the business must revive their efforts to comply.
Putting it all together How are the four components are monetized in the form of raises? Nationwide, the average employee raise is approximately 3%. However, employees who are considered exemplary receive considerably more than that. In fact, they frequently are given between 2 and 3 times the average raise (6% - 9%) as a method of retaining them within the business. When looking at the four components of where does your employee fall? Are they average? Below average? Or are they a “super star” that you want to retain long-term?
If they are below average, you can provide a small cost of living adjustment. Be sure to explain on their formal review that improvements in the key areas that you identified could lead to a raise the next year. For those employees who fall in the average range you can provide at the national average of 3% or slightly more. Your “super stars” can expect to receive a raise of between 6% to 9% and perhaps even more if you are in a competitive market where your nearest competitor can steal them away. There is no formal pay raise scale in the funeral industry to follow, but basing your decision on as many objective factors as possible is critical. Once you determine how much of a raise to give each employee, include that information as part of their formal review. Yes, you may have some employees who are disappointed. But you will also have solid information via the review that can illustrate to an employee the areas where they can improve or efforts they can make to strengthen the business and perhaps lead to a better raise the next year. Please reach out to The Foresight Companies if you need assistance creating employee review documents and processes. Stephanie Ramsey is the HR Specialist for The Foresight Companies, LLC.
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Paperless Reporting The Family Contact Program will begin transitioning to a paperless reporting system in 2017. No more waiting for the mailman to see what families are saying about your funeral home! All Family Contact reports will be online and easy to access. Stay tuned for further updates as the transition to paperless reporting begins in Spring 2017. Questions? Contact the Family Contact Program Manager at drodriguez@ogr.org.
26 www.ogr.org | The Independent®
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The Independent® | Winter 2017 27
Member Spotlight
M
cDonald Funeral Home began servicing the community in 1917. It began as part of the McDonald Furniture Company owned by Stephen McDonald's
grandfather, Claiborne McDonald, Sr. and his wife Helen. Through the years their two sons Claiborne McDonald, Jr. and Fred T. McDonald joined the company and helped run their business which was composed of the furniture store, funeral home and ambulance service. Later in 1920, they started to provide insurance policies and added two more funeral locations in Poplarville and Lumberton, Mississippi. 28 www.ogr.org | The IndependentÂŽ
Member Spotlight Owner Stephen McDonald shares how their family funeral home has served families so well for 100 years. Why do you believe that funeral service is important? Funeral service plays a vital role in a community by helping lead the grieving through the darkest times of their lives. In today's world with families being spread across the country, we often become the friends and confidantes they need. How and where to memorialize their loved ones is just a part. We also help walk them through the many decisions they must make along the way. We are a trusted partner in their journey. Whether we make suggestions and help plan their services or merely suggest other professionals to assist them in making these delicate decisions, we are an advocate to grieving families. Many would be lost without our services. What is the most rewarding part of working in the funeral service industry? It is a great reward to know that we have carried out the family's wishes and have given relief to their concerns about what they should do. What do you believe distinguishes your funeral home from other funeral homes? We are dedicated to provide families with a funeral home that provides a comfortable home-like environment which is enhanced by the feeling of trust and that we truly are there for them. We are there for our families before, during, and after the services.
What growing trends have you noticed in the funeral service industry? In what ways have you tried to keep up with these changes? We have recognized and worked hard to fill the needs of the families in this area by offering a wide variety of funeral and cremation services. We also help put together nontraditional services. What do you value most about OGR? Why did you become a member? In the early 60’s our funeral home became members of the International Order of the Golden Rule. In 1974, I began working for my father and was made aware of the importance of our membership. In 1978 I attended my first convention, I believe in Nashville, TN. I was sold. The quality of programs and information for OGR was very helpful. In 1979 my father passed away, and had it not been for the help and support of Jack Cecil, I would have been in a great deal of trouble. OGR has been the center of information for many issues through the years from FTC, OSHA, Cremation information and many more. I will always have a great respect for the help that OGR has provided. Is there anything in particular that you do at work to keep your spirits high or the spirits of your staff high?
We constantly do what we can to provide our employees with a comfortable, enjoyWhat does your funeral home do in able work place. We provide adequate order to create a strong community prestime off for vacations, work schedules that Owners, Stephen and Ann McDonald ence? Do you believe that this is impormeet their needs, and adjusted work times tant? for unforeseen family issues. We treat our employees with respect. Very important indeed! Currently my son Kenny is the President of the Chamber of Commerce. My other son SteWe are located in Picayune, MS and in 2013 McDonald phen, Kenny, and I are members of the local Kiwanis Club. Funeral Home was the recipient of the Outstanding BusiWe help sponsor several events locally, hold membership ness of the Year award. In 2016, we were honored for being in the First United Methodist Church and the First Baptist the Oldest Consecutive Business member, 68 years, of the Church, and our local Krewe of Pearl Mardi Gras Club local Chamber of Commerce, and we are entering our 100th (Ann and I served as King and Queen in 2014). We also year and 4th generation of service to our community this help out with numerous school projects. year. We are proudly the oldest business in our county that is owned and operated by the same family. In what ways do you use technology to further the services you offer? We have had a website since the 90’s. Since that time, we use Facebook, Twitter and email to promote and enhance the services we provide for our families.
The IndependentÂŽ | Winter 2017 29
Member News
Shinn
Celebrates 50 Years
Shinn Funeral Service of Russellville, Arkansas is celebrating a landmark 50 years as members of OGR. Shinn Funeral Service's membership goes back to November 1966.
"It has been our privilege to maintain ties to OGR for so many years," said Ormond W. Peters, President, Shinn Funeral Service. "Being a Golden Rule firm has helped us to better serve our families in the River Valley - to offer them peace of mind and integrity they can count on. That is absolutely key to maintaining good relations with our clients in this sensitive business."
OGR Members
on the Hunt
Roland Brothers
Take Home Award
OGR International member, Roland Brothers Independent Funeral Directors in the UK, were proud to be the winners of the first ever Ancillary Assistance Service Provider of the Year award at the ITIJ (International Travel & Health Insurance Journal) Industry Awards 2016. The ITIJ awards recognize excellence in diverse companies providing services worldwide to insurers and their clients. The new Ancillary Assistance Service Provider of the Year award acknowledges the high-quality global repatriation service that Rowland Brothers International provides all over the world. Rowland Brothers International has been at the heart of global funeral repatriation since 1971 and is a part of Rowland Brothers Family Funeral Directors, which was established in 1873.
Quinn Eagan
Honored
Thank you to Kevin Opsahl of Opsahl-Kostel Funeral Home & Crematory, Inc., Yankton, SD for organizing the OGR 2016 Pheasant Hunt in Gregory, SD. Some in attendance were OGR President Skip Urban, Immediate Past President Bill Brock, past president Robin Williams & OGR Endorsed Supplier Chris Chigas of Access Financial.
30 www.ogr.org | The Independent®
OGR Supply Partner Quinn Eagan, President and Founder of Preneed Funeral Programs (PFP), was recently recognized as a “Top Money Maker” in 2016 by New Orleans CityBusiness. The annual award honors local professionals for their financial achievements, commitment to innovation in their respective industries, and their dedication and involvement in their community. Eagan received the prestigious award at a local luncheon honoring all the Top Money Makers Thursday, October 27.
In Memoriam
Remembering
Family & Friends Richard "Dick" Walker Robert Richard “Dick” Walker, 78, of Cumberland Head, NY passed away peacefully on November 5. “Dick” was born in Syracuse, NY, on March 29, 1938 the son of Robert W. and Lois (Gray) Walker. Dick has dedicated himself fully to his family’s long-standing funeral business and believed that all who passed through Walker Funeral Home’s doors deserved to be treated with dignity and respect. His father established the R. W. Walker Funeral Home in Chazy, NY in 1938. As a matter of fact, Dick was born while his father was finishing his professional training and internship in Syracuse. After four years in Chazy, the family moved to Plattsburgh and Dick attended local schools. Dick attended Union College and while at Union, Dick joined the Gamma Zeta Chapter of the Sigma Chi Fraternity and is a Life Member. Following his graduation from Union College with a BA in 1961, he
entered the internship program for Funeral Service with his father at the R. W. Walker Funeral Home, Inc. until enrolling in the American Academy of Funeral Service in New York City. After graduation from the American Academy of Funeral Service, he continued his internship at Frank E. Campbell “The Funeral Church” on Madison Avenue in NYC until returning to Plattsburgh. He received his Funeral Director’s license in 1964 and had been a licensed Funeral Director for over 50 years. Dick and his brother purchased the R. W. Walker Funeral Home from their parents and carried on the family tradition until Dick retired in 2013. Dick was the past President of the North Star Funeral Directors Association for many years. His positions with the New York State Funeral Directors Association included the Governor of Region 4, Board of Directors Member, a former State Director, Association Spokesperson and he served on the Executive Committee of NYSFDA. Dick was a member of the Order of The Golden Rule. He served on the Salvation Army Advisory Board, the Vilas Home, Boy Scouts of America, former member of the Plattsburgh Lodge of Elks F&AM, member of the Masonic Fraternal Lodge #155, the American Legion Post #20, former member of Lake City Referrals Chapter of Business Network International/North East NY and a former member of the board of Riverside Cemetery in Plattsburgh and Riverview Cemetery in Chazy. Dick was also a proud former Commissioner of the Cumberland Head Fire Department. Dick married his best friend, Lorraine Vail, on January 10, 1975 and in 1978 was given the “best gift in the world”, his daughter Cassie. No two women were ever loved the way these two were. Donations in his memory may be made to Hospice of the North Country, 358 Tom Miller Road, Plattsburgh, NY 12901. To share a photo, story, or condolence with the family, please visit www.rwwalkerfh.com.
The Independent® | Winter 2017 31
Exemplary Service
A B &
bove eyond
the Golden Rule
Loyless Funeral Home | Land O’Lakes, FL We were relatively new to the area and had not joined a church. Our son brought us here from PA to get us out of the cold. My husband was suffering from Alzheimer’s and Cancer. Ms. Laura Holland, one of the funeral directors, asked us many questions about Bill (my husband), so she knew he was an artist and that we didn’t have help from a clergy. She did the most beautiful service stressing the artist and art throughout it all and relating it to Bill. She also told us that Bill was eligible for full military honors. The three sailors who came were wonderful. A family member said a prayer, but Laura did the whole service. She even included the song Amazing Grace—the bagpipe version. It was not a sad event, it was joyous. Freitag Funeral Home| Bridgeton, NJ Our family has used this funeral home for years. The staff is warm and friendly. I am amazed at how readily they can recall the names of family members and the details of past funerals they have done for us. The first visit with them after the death of a family member is like entering a “safe haven” where we are welcomed with the utmost kindness and respect. The nursing home notified the funeral director of my uncle’s death before I had a chance to notify him myself. When I did call him, he said, “Robin, I have your uncle with me.” These few simple words were said with such compassion that I was
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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 2017 Annual Conference & Supplier Showcase. Comments submitted by families responding to Family Contact Surveys.
immediately comforted knowing that my uncle’s body was in a safe place where he was being respected and cared for. The presentation of the American flag was very moving. It was a wonderful, comforting and therapeutic experience. When the piece of sod was placed on top of the grave, it felt like the family had finally put our loved one to rest. George Irvin Green Funeral Home | Munhall, PA On behalf of my family, I would like to thank you for the care and kindness everyone at Green’s has shown us. My husband Tom and I decided in March to preplan our funerals and had the good sense to pick Green Funeral Home. Little did we know that in a few short months, we would need your help. Becky was a joy to work with during the planning stage. She made Tom and I feel very comfortable with the decisions we had to make. After Tom’s passing, my sons and I met with Scott to finalize the details. Scott also made the mood a little lighter and the decisions easier. Everyone we came into contact with was so caring, compassionate and ready to help us get through a very trying time. Even though, it was a sad time for us, it turned into a celebration of Tom’s life. The DVDs that Chuck Ayre made for us certainly helped in that feeling. We will be able to look back and smile as we watch them. I want to thank you all from the bottom of my heart for that.
Every Thursday we feature members who have gone Above & Beyond. facebook.com/goldenrulefh
Citty Funeral Home | Reidsville, SC From the time they picked up my mother, in the early hours of the morning, they worked on getting my mother ready. They did not go home and go to bed. When we met with them a few hours later to make the arrangements and pick out the temporary casket, we found out that my mama's body was ready and could be viewed when we brought her clothes. They did not just leave her waiting on things to get done, they got them done. I was also pleasantly surprised that they do not open the body for viewing until the family saw her. This helped me to feel more in control of how my mama was presented. She was beautiful. We did not have to worry about what needed to be done. We were in very good hands. One of my daughters is Jewish and, although they did not stock the candles, they even made arrangements with another funeral home to get some candles for sitting Shiva. They didn't have to do that, but they cared. I personally cannot think of anything that they did not cover with us. Everyone was very respectful both to our deceased family member and our family. My father was in a wheelchair and they had us park closer, met us at the driveway offered to help him in then offered to move our car so I could accompany him in. They were very respectful and understanding to all our burial needs as well as our emotions. We will be choosing them again, unfortunately soon, but at least we will know our family is in excellent hands.
Exemplary Service Jakubs and Son Funeral Home | Cleveland, OH We met with Steve Waite to discuss preplanning and he provided all of the info that we needed. We were not expecting to need his services so quickly; however, one call to Steve and everything was handled professionally and compassionately. He never tried to sell anything to us, but provided us the answers to our questions and made appropriate suggestions given our wishes. Steve made us feel comfortable and we could not have been more satisfied with his service. Miller-Ward Funeral Home | Seymour, CT This service was for my father who passed away just five months after my mother. Her funeral was at MillerWard’s also. The staff was very supportive and caring to us during this time. Kurt gave me his personal cell phone number to call him at any time. He was very available. He was also extremely helpful and available during my mom’s funeral, which was over Easter weekend. Dad’s funeral was preplanned and paid for, so we only had to complete some details. The staff did an extremely wonderful job making our father look more like himself for the funeral by using pictures of him. He was extremely thin and sickly at the time of his death, and he looked better and peaceful at the viewing, which was a great comfort. George Irvin Green Funeral Home, Inc. | Munhall, PA John was amazing and I felt he went above and beyond anything I could have imagined. He added a unique spin to my very sad time. While talking, he asked about my father who passed 32 years ago and if we used Green’s Funeral Home of him as well. I told him mom took sick (stroke) while dad was dying and we had to rush through things (using a funeral home run by a friend of my dad’s). A long story short, I never received my dad’s remains. I found out from John that Green’s recently purchased that
funeral home and they found my dad’s remains and placed them in the urn, which is now engraved with THEIR names/dates and “together forever” now 32 years later. Linnemann Funeral Homes | Erlanger, KY At 5 AM Lou and another gentleman showed up to the house dressed in suits and presented themselves professionally. At 9 AM we met with Lou for the arrangements, and he was ready with refreshments. He quickly learned each person and how we would need to be handled. He communicated clearly and appropriately with each person. He was easily able to not get engaged in a few family squabbles. In about an hour and a half we had the announcement in the paper, the mementos of the actual funeral, the time of the service at the church, the coordination with the cemetery, the casket, and action items we needed to complete within the next day. All the arrangements with the cemetery, newspaper and church were made by Lou while we waited at the funeral home. Lou is a great listener. The drive to the cemetery was efficient and entertaining. Lou explained that he practiced the route 2 different ways the day before. That is being prepared in my opinion. The motorcycle escort was outstanding in keeping everyone in our group in line and removing cars that should not be there. He generated the most positive comments from the guests who made the trip. Lou brought all the flowers to our house after the ceremony. They were waiting for us when we got home.
John L. Ziegenhein & Sons Funeral Home | Saint Louis, MO Every detail was presented and reviewed with great care and compassion. Those arrangements that would have been tedious or difficult were handled wonderfully with no concerns for us. During this emotional time, your director Ms. Christina Curtis caringly walked us through your many beautiful options and resources. She thoroughly explained the details and clearly described the processes. She represented our wishes professionally and efficiently. I am especially grateful for her tactful manner in providing brief private moment s to discuss our options. She knowingly alleviated our anxiousness. We were extremely grateful for Ms. Curtis’ personal guidance during the funeral service. We were overwhelmed and touched by the honor guard and the respectful manner in which my father’s life was remembered. We will forever be grateful to Ziegenhein & Sons, as well as your very competent staff.
The Independent® | Winter 2017 33
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 January, February, & March.
60 Years | January 1957 Hamlett-Dobson Funeral Homes Kingsport, TN
60 Years | February 1957 Craig Funeral Home, Inc. Saint Augustine, FL
40 Years | March 1977 Kyger Funeral Home, Inc. Harrisonburg, VA
35 Years | January 1982 Martin Funeral, Cremation & Tribute Services Mt. Morris, MI
60 Years | February 1957 Mayes Ward-Dobbins Funeral Home Marietta, GA
30 Years | March 1987 Starbuck-Lind Mortuary Lompoc, CA
25 Years | January 1992 Evans Funeral Home Chapmanville, WV
30 Years | February 1987 Fanagans Funeral Directors Dublin, Ireland
20 Years | January 1997 Chambers & Grubbs Funeral Home, Inc. Walton, KY
30 Years | February 1987 K. L. Brown Funeral Home & Cremation Center Jacksonville, AL
10 Years | January 2007 Eells-Leggett-Stauffer Funeral Home Lisbon, OH
15 Years | February 2002 Beidelman Kunsch Funeral Homes and Crematory Naperville, IL
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30 Years | March 1987 Oliverie Funeral Home Manchester, NJ 5 Years | March 2012 Northside Chapel Funeral Directors & Crematory Inc Roswell, GA
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The IndependentÂŽ | Winter 2017 35
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