The Independent Summer 2017 by Scott McClure

Winter2017 2016 |I www.ogr.org www.ogr.org Summer

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2017-2018 President & First Lady Charles & Rachel Castiglia Order of the Golden Rule

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Table of Contents

Inside OGR

President’s Message

Employees: Mentor or Terminate? Use these strategies to determine if your questionable employee is worth saving.

Member News 32

Golden Rule Road to Success Series New program gives members affordable access to consultation, training, and tools to successfully compete in today's market.

Apply for Grants Up to $500 The Golden Rule Community Support Grant Project awards funds to help connect community residents with grief services.

2017 Annual Conference & Supplier Showcase: A Look Back Take a look at the award winners, the education takeaways, the exhibitors, and more.

Real Talk with OGR Young Professionals Ben Clements of Flora Funeral Service talks lessons from older generations.

Funeral Webcasting. How Do I Do That? Find out the importance of webcasting to improve customer service and your business.

CALENDAR

In Memoriam

Exemplary Service

Milestone Anniversaries

OF EVENTS [July 20]

[August 17]

Webinar "Behind the Scenes of the JFK Assassination: Lessons for Today’s Funeral" Director Jim Kurtz, SinoSource

Webinar "Merchandising & Selection Room Trends" Marty Strohofer, Matthews Aurora Funeral Solutions

[September 21]

[October 30]

Webinar "Investing in Key Employees" Jack West, Federated Insurance

OGR Foundation Event Boston, MA

The Independent® | Summer 2017

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 Charles Castiglia, CSFP

President-Elect Adam Miles Martin

Secretary-Treasurer Thomas L. Hemmerle

Immediate Past President Peter “Skip” Urban Directors Richard O'Hara

ADVERTISER’S INDEX

John Vincent Scalia Mary Steele

Access Financial Group...............................................33, 35 Chris Chigas, (800) 487-8220, ext. 8233 cc@afinancial.com | www.afinancial.com AMDF....................................................................................33 (413) 268-7660 amdf@macular.org | www.macular.org

Evan J. Strong

STAFF

Executive Director Mark Allen, CAE

Communications Director Scott F. McClure

Answering Service for Directors .....................................30 Kevin Czachor, (800) 868-9950 sales@myasd.com | www.myasd.com

Staff Diane Durbin Maureen Hayes

C& J Financial .....................................................Back Cover Jamie Meredith, (800) 785-0003 jamiem@cjf.com | www.cjf.com/org

Laine Phillips

The Foresight Companies ................................................15 Catherine Belliveau, (602) 274-6464 catherine@f4sight.com | www.f4sight.com.com

Jessica A. Smith

The Judith Roth Collection..................Inside Front Cover Judith Roth, (800) 413-4455 judith@jrcal.com | www.jrcal.com Matthews Aurora Funeral Solutions.................................9 Thomas Pontone, (201) 991-2800 tpontone@matw.com | www.matw.com Meadow Hill.........................................................................27 Bob Vokum, (847) 381-9000 bob@meadowhill.com | www.meadowhill.com Messenger.............................................................................31 Bob Hoaglund, (800) 827-5151, ext. 243 bhoaglund@messengerllc.com www.messengerstationary.com

Denise Rodriguez Michael Ryan

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

360 Press Solutions, Cedar Park, TX

Publisher

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

Nicodeumus & Associates ....................Inside Back Cover Mike Nicodemus, (757) 503-3576 mikenicodemus@cox.net | www.cremationsuccess.com Starmark...............................................................................30 Arie Elder, (765) 966-7676 arie.elder@starmarkcp.com | www.starmarkcp.com

www.ogr.org | The Independent®

The Independent® |

Summer 2017 | Volume 20 | Issue 3

President’s Message

OGR Can Help You Grow. Here's How. by Charles Castiglia

hank you for your confidence in me as we journey

purchased the new Success Series Program to create a per-

through this year together. We are all facing the

sonalized presentation to my community called “Do Funerals

same challenges from the forces of change in our

Matter?”. It has been amazing. We have done two events so far

industry, but we can surmount them by being bold and work-

and have eight more lined up over the next two months. After

ing together. Many times, we can feel

we conclude, participants are clamoring for

overwhelmed by these hurdles, just

appointments to make their advance

as the families we serve feel over-

arrangements. The program is that good.

whelmed by grief. They rely on us to help them through the travails of grief and to understand that they are not alone. Our help is critical in allowing them to travel this road in a healthy

" It is because of OGR that my business has significantly expanded."

and meaningful way.

Another program available is Conquering the Call, which helps analyze your competitors and craft a message to compete better against them. Graphic Design services will help you create custom ads for print, web, and social media. These are just a few that

OGR has given me the tools and

you must take advantage of. In addition to

the support to help me serve these

these offerings, OGR will soon make avail-

families better. It is because of OGR that my business has

able an exclusive booklet on the perils of the opioid epidemic

significantly expanded, while always keeping a mindful eye on

and how funeral directors can respond.

making the services we provide meaningful and personal. How did OGR help? Simple. Together, we have some of the

Please take the bold step to call OGR at (800) 637-8030 and

best funeral minds in the industry who are trendsetters and

start letting our team help you to help the families you serve.

thought leaders. In our study groups, we share the best of the

I look forward to the upcoming year and hearing all the suc-

best ideas that are not taught anywhere else. They have been

cess stories you will have to share after you try out our Success

my sounding board with honest feedback. I have been chal-

Series. The OGR family is truly special if you take advantage of

lenged by our members and have grown because of it.

all we have to offer.

Another bonus is all the resources that OGR is currently offering along with many new ones being developed. I recently

Charles A. Castiglia, President The Independent® | Summer 2017

The Under Achie ver

Mentor? Terminate?

By Stephanie Ramsey; The Foresight Companies, LLC

s a business owner or manager, there are times when you’re faced with employee performance issues. These employees are usually not your worst employee or brightest star.

They did not commit fraud or anything that would lead you to move to immediate termination. They just don’t seem to

• Are my expectations reasonable given the position and the work load?

• Can this employee improve? Do they want to improve?

• Is it possible they could be successful elsewhere in the business?

be the most comfortable fit. Owners and managers eventually reach a point where they feel they must make a difficult

Are your personal feelings impacting the decision about an

decision. Should they let an employee go and find a replace-

employee’s job performance? Perception is a powerful but

ment or should they keep them on and hope to help them

subjective issue. The question becomes, "can this subjective

improve their less than stellar performance?

issue turn into an objective observation?" If possible, have the employee’s performance reviewed, based upon the em-

Well-known quotes and proverbs may start racing through

ployee’s job description, by an objective individual.

your mind such as “roll the dice and hope for the best” or “the devil you know is better than the one you don’t know”

If the objective reviewer concludes that the employee is

when faced with this type of situation. The bottom line is

performing several of the key elements of their job in an

this, however: you need to decide to either mentor the exist-

adequate fashion then the question is, "why did termina-

ing employee or terminate them and hire a replacement.

tion come to mind? " Is this a personal decision that can be addressed through mentoring? Or, if performance is still the

Here are a few questions that you should ask yourself when

key factor, can the performance issues be mentored?

determining whether to mentor or terminate an employee:

• Are personal feelings impacting this decision? • Are my expectations for the employee reasonable? 6

www.ogr.org | The Independent®

Frequently, the demand on employees or on the position they fill changes due to increased calls or staffing chang-

ing within the business. When you have an employee who

surement of improvement. That doesn’t mean it has to be a

is sitting on the bubble of being adequate, pull out their

complex spreadsheet. Both parties have to understand what

job description and review it. Determine whether or not

the criteria are for improvement and the measurement by

your expectations for the employee and for the position are

which the employee is being compared. It may be clear an

reasonable for the work load. Make adjustments as needed.

area for improvement is providing GPL’s to families during

If they are reasonable, mentor the employee on your expecta-

the arrangement conference as well as discussing payments

tions and discuss the fact that they are failing to meet those

for those arrangements. Set a deadline for evaluating the

expectations. Provide suggestions to the employee on how

employees performance.

they can successfully meet your expectation. Currently the employee is rated a 5 on a 1 to 10 scale, Whether or not an employee can improve or wants to

and it is expected that the employee will improve to a 7. The

improve is a difficult question to answer. Many employees

employee should continue to be mentored through this

tell you they want to improve but take no action to do so. It is important when mentoring an employee, you provide them very specific examples of how they can improve their performance in certain areas. Meet with the employee at frequent intervals to discuss their progress. For example, have the first follow-up meeting two weeks after the first review meeting so you can provide a clear indication of whether or not you are seeing any improvement. If you fail to see any or little improvement during the follow up meetings, this is clear indication that mentoring is not working and you need to move to termination. Sometimes, it is not just mentoring an employee in their cur-

process (some refer to this as an Employee Development Plan

rent position that should be considered. It is possible they

or Improvement Plan) for as long as necessary assuming

are a “round peg in a square hole”? Have you considered that

the employee continues to make forward progress. If the

they may be more suited for another position? For example,

employee fails to make progress as expected or falls behind,

is a funeral director better suited to do preneed sales? Obvi-

then a predetermined consequence is needed. Typically,

ously funeral services owners and managers cannot create

language within these plans will state “Failure to meet or

an endless stream of job positions for employees. However,

exceed these expectations or any display of gross misconduct

if you have other positions available, you may consider them

will result in further disciplinary action, up to and including

before termination.

termination.”

Mentoring can be a very informal process. Unfortunately,

In addition, you may want to stipulate that if there is no sig-

the “just follow Bill and do whatever he tells you to do”

nificant improvement to indicate that the expectations and

mentality tends to be unsuccessful. Mentoring, especially

goals will be met within the timeline indicated, employment

in terms of correcting behavior, must allow for the mea-

may be terminated prior to agreed timeline. Furthermore,

The Independent® | Summer 2017

add language to indicate that failure to maintain performance

If the employee asks for one simply inform them that you will

expectations after the completion of the program may result in

only provide information required by law. Make sure they

additional disciplinary action up to and including termination.

leave the property quietly as there is no reason the other employees or any families onsite should be disturbed.

Should mentoring fail or not be an option, then it is likely that

Mentor or terminate? The answer is not always clear. Either

the funeral service owner or manager will ultimately decide to terminate the underperforming employee. There is only so long a business can carry the weight of such an employee even if they are well-liked by their coworkers. Realistically such an employee becomes a burden to the other employees and causes poor employee morale. Clearly termination is a costly

Termination is likely to be more costly up front due to the cost associated with identifying, hiring, and training a new employee.

and time consuming option. Funeral home owners and managers must do their best to plan as much as they can for

direction will take considerable effort from the funeral owner

this type of event. Look closely at staff to determine how you

or managers. Termination is likely to be more costly up front

can cover the shortfall in the staff scheduling until finding a

due to the cost associated with identifying, hiring, and train-

replacement.

ing a new employee. On the other hand mentoring may or may not be successful and result in simply a delay in locating a

Licensed staff is the most difficult to replace in today’s com-

replacement. As employees are the single most expensive asset

petitive market. It can take weeks to find the “right fit”. It is

a funeral business has, it is cost effective to at least consider

important to assure the remaining staff that management will

mentoring rather than terminating. It may appear a little

be moving with speed to replace the position. Assure them

daunting but with a little guidance some of those underper-

that as a team you will make it through the next few weeks.

formers can turn into your shining stars!

Termination is never pleasant for the employer or the employee. Keep the conversation brief and to the point. There is no detailed explanation needed. Make sure to follow the state requirement in your area for the final paycheck as well as any and all accrued benefits that must be paid. You are not required to provide a reference for the terminated employee.

www.ogr.org | The Independent®

Stephanie Ramsey is the HR Specialist for The Foresight Companies, LLC.

MOBILE SOLUTIONS DESIGNED TO GROW YOUR BUSINESS

The NEW Matthews Aurora™ Funeral Solutions’ Catalog App allows you to take our product catalog with you on your iOS or Android® tablet to present products to your families. Browse the entire catalog or merchandise your favorite selections and add your retail prices to create a custom selection room. Simply configure once and deploy on multiple devices. Help your families move from grieving to remembrance. Download the FREE Catalog App at the iTunes® or Google Play® store or contact your Matthews Aurora™ Funeral Service Consultant to learn more.

MARKETING SOLUTIONS • TRAINING SOLUTIONS • BURIAL PRODUCTS • CREMATION PRODUCTS • TECHNOLOGY SOLUTIONS • MEMORIAL STATIONERY

The Independent® | Summer 2017

Golden Rule Road to Success Series

New OGR Packages Help Members Communicate the Value of Funerals and Improve Responses to Phone Shoppers.

COMMUNITY OUTREACH Option 1 Group Presentation: The Value of Funerals Fight the declining value of funerals in the public's mind by presenting solid reasons that funerals matter and dispelling common myths many people believe to be true. This professional presentation includes all materials, planning tools, and expert guidance you need to show people your funeral home offers outstanding value.

• • • •

"Do Funerals Matter?" presentation Consultation with OGR’s Business Expert "How to Give an Effective Presentation" Video Funeral Planning & Record Retention Workbook (25 copies)

• • • • •

"Do Funerals Matter?" Handout Presentation Checklist Facebook Posts Website Copy Contact Information Form

Option 3 Customized Annual Community Event The third option in the Community Outreach series will help you plan and implement a unique annual community event designed to increase your funeral home’s visibility and position your staff as the community’s definitive experts in funeral service. OGR’s business development expert will guide you at every step.

• Development of an Annual Community Outreach Action Plan

• 6 hours of consultation by telephone/Skype • Recommendations for event formats, facilitators and • • • • • •

content Checklists and schedule reminders Personalized website copy to promote your event Six Facebook posts tied to your website Personalized print ad Marketing and public relationship tools Customized design of an event flier

Option 2 Group Presentation: Customized Includes all of the above customized for your funeral home, plus:

Series Pricing: Community Outreach

Items Needed by a Funeral Director

Group Presentation: .....................................$1,999

An information piece branded to your funeral home that helps families with loved ones in hospice care to gather information and prepare for planning funeral arrangements.

Customized Annual Event: ..........................$3,999*

Tips for Connecting with Community Residents Every Day A selection of ways to position your funeral home as the community’s first choice in funeral service through everyday contacts with store clerks, church attendees and social connections.

10 www.ogr.org | The Independent®

Group Presentation: Customized ................$2,999 *Travel expenses additional

When compared to similar offerings of three national organizations, you could save $3,000 on average when choosing OGR's Road to Success Series.

CONQUERING the CALL Option 1 Phone Shopping

Option 4 Staff Training

(Free with OGR membership)

Handling questions about funerals over the phone can be frustrating. Because of the Internet, many families fashion themselves as funeral service experts even when that means they’ve gathered very little information. Make sure your staff tells the complete story of how your funeral home offers more value to families that will ultimately help them honor loved ones and begin a positive journey of healing. OGR’s business development expert will provide a half-day onsite training session. Through interactive exercises and role-playing, your staff will gain the fundamentals for turning a “Give me the price of a funeral” conversation into a productive discussion in person or by telephone of what will best service each family.

Not ready for in-depth analysis? The following are included free with membership:

• • • •

One phone shopping call to member firm One email inquiry to member firm Collection of GPL by mail from one competitor Summary of responses

Option 2 Member Analysis OGR staff will call your funeral home on three different occasions posing as parties interested in knowing the cost of a cremation or burial (your choice). Using a script tailored for your funeral home, you’ll receive an account of how staff members responded, the impressions they created, how long it took to provide information, how thorough the information was, how well they engaged callers, and how they ended the conversation. You’ll also receive a summary of responses to three email requests. OGR’s business development expert will present an analysis of staff ’s responses and recommend ways for improvement.

• Consultation with OGR’s business development expert • •

to discuss training objectives Customized staff training curriculum Onsite facilitation of a half-day training program for up to 20 staff members

Option 2 includes: • Three phone calls and e-mails to your funeral home • Customized telephone script

Series Pricing: Conquering the Call

Option 3 Competitor Analysis

Competitor Analysis: .......................................$499

OGR will call up to three competitors on three different occasions posing as parties interested in knowing the cost of a cremation or burial (your choice). The script customized for your interests will generate an analysis of how competitors’ staff members responded to these calls, ways they were similar and/or different from your staff (when opting for the Member Analysis), and how you can use this information to differentiate your funeral home during an inquiry call. The analysis will also include responses via email.

*Travel expenses additional

Phone Shopping: .............................................Free Member Analysis: ............................................$299 Staff Training: ..................................................$1499*

cess. c u S o t d Roa e h t n o t ay. d Ge o T s r u o Y Purchase

Option 3 includes: • Three phone calls and e-mails to your competitor's funeral home (or one call/email to each of three competitors) Options 2 & 3 include:

• • • •

Choice of burial or cremation inquiries Written analysis of responses Recommendations for improvements staff can make Telephone consultation with OGR’s business development expert

For more information on Success Series options, call Laine Phillips at (800) 637-8030 or lphillips@ogr.org

The Independent® | Summer 2017 11

YOUR MEMBERSHIP

offers you

Graphic

&DESIGN

SOLUTIONS

It’s time to take advantage of OGR’s exlusive service: Graphic & Design Solutions −Need new presentation folders? −Need a layout for your local newspaper ad? −Need a banner for web advertising? −Co-Branding “Have the Talk of a Lifetime”? OGR’s

Graphic & Design Solutions has you covered!

Member Price

As an OGR member, you can now take advantage of in-house graphic & design services for a fraction of the cost of outside vendors.

1/2 hour incriments after first hour.

For a nominal fee*, we will lay out your artwork, logo and/or copy for any number of advertising venues.

$75

.00 per hour

Make OGR your Graphic & Design Solution!

*For more information and pricing, contact Scott McClure at smcclure@ogr.org or call (800)637-8030. 12 www.ogr.org | The Independent®

FAMILY CONTACT ONLINE REPORTS

Community Support Grant Applications Now Being Accepted Golden Rule Community Support Grant Project

December1,2017 upto Yournamedbeneficiary 500.00 Amountupto$500.00 FOUNDATION

Grief Ser vices

Foundation Board

The Golden Rule Community Support Grant Project is a program to help Golden Rule funeral homes support individuals or families who need grief services not provided by the funeral home after losing immediate family members by offering one-time grants not to exceed $500 per approved application. To be considered for a grant, OGR members must describe grant Recipients’ needs for grief support services after losing family members or loved ones. These may include:

• Fees for grief recovery programs or counseling from a qualified provider outside the funeral home. • Fees and/or travel costs to attend a grief camp, retreat or counseling sessions. • Contributions to a 501(c)(3) organization to provide resources that fill specific needs for community residents as described. All current OGR members may apply for an OGR Community Support Grant. The grant project is intended to assist families who lack the means to obtain a needed resource. The OGR Foundation will rely on Golden Rule funeral home personnel to limit requests to those with legitimate needs for assistance. All grants must first be approved and members are eligible for one grant per annum. If approved, the OGR Foundation will issue a check to a specific Service Provider. If appropriately described on the application, funds may be given directly to the beneficiary. Funds may not be distributed to the applying member. The OGR Foundation board of directors is responsible for evaluating and approving all grant applica-

Sometimes people need more help coping with a loss than a funeral home is able to provide. This grant can help a family access important grief resources.

tions. For more information contact Mark Allen, OGR Executive Director & CEO at (800) 637-8030 or mallen@ogr.org, or visit www.ogr.org/charitable-foundation#grantproject.

14 www.ogr.org | The Independent®

The IndependentÂŽ | Summer 2017 15

2017 Annual Conference &

Supplier Showcase

Exhibitors & the Trade Show Floor

This year’s Supplier Showcase opened in true New Orleans style! The “Welcome to The Big Easy Party” featured a 3-piece jazz band, libations, and time to mingle with friends. Exhibitors and attendees then dined with each other at local restaurants and were back the next morning to do business in the showcase. This year’s Supplier Showcase featured a live demonstration station where key exhibitors gave mini-education sessions on how their products solve a particular problem for funeral home owners. Thanks to this year’s exhibitors for your contribution and support to this year’s Annual Conference & Supplier Showcase.

Thank You Sponsors

16 www.ogr.org | The Independent®

Supplier Showcase Exhibitors OGR Supply Partners and exhibitors are great contributors to the success of the Annual Conference & Supplier Showcase. Without the continued support of our valued partners, the association would be unable to bring you the quality education and extraordinary networking opportunities we have come to expect since its inception 58 years ago. Thank you exhibitors and attendees for making this year a huge success.

• • • • • • • • • •

ABM Funding, Inc. Access Financial American Crematory

• Funeral Tech • Mabrey Products • Matthews/Aurora Funeral Solutions

ASD

B&L Cremation Systems, Inc. • Bass-Mollett Publishers C&J Financial Director on Call Dodge Company Federated Funeral Directors of America

• Federated Insurance • The Foresight Companies • Funeral Home Gifts

• • • • • • • •

Meadow Hill Company Memorial Payment Solutions Messenger Monarch Resources Precoa SinoSource International Skyways Media Starmark Cremation Products Tecstone Granite

• Tukios, Inc.

Thanks for joining OGR in New Orleans, LA for OGR's 2017 Annual Conference & Supplier Showcase. Stay tuned for information coming soon regarding OGR's 2018 event to be held in Savannah, GA on April 4 - 6, 2018.

The Independent® | Summer 2017 17

Education

A Yo u n g P r o f e s s i o n a l s E v e n t

Highlights

What We Learned

3 1 4 2

The 2017 education sessions provided attendees with valuable take-aways that can be put into action at their funeral homes to grow their businesses and increase profits. “Attract New Customers by Differentiating Your Funeral Home from the Rest” Matthew Pollard, the Rapid Growth Guy

• Stop selling features and discounts. People will

pay a premium to obtain what they truly want.

• Determine what you offer that is unique and

above a basic skill (e.g., good customer service; caring staff). Determine factors that distinguish your funeral home by identifying a market that has an unmet need (e.g. veterans, non-religious families, ecology-minded people, etc.)

• Selling your funeral home’s services can best be

accomplished by telling a series of stories or starting conversations that build relationships. Don’t expect to close a sale in one step, but rather, use a “stepping stone” approach.

“How to Present Embalming and Open Casket Options So Families Will Thank You Later” Vernie Fountain, Embalmer, Reconstructive Specialist The true value of funeral service is having the body present and in good appearance.

“4 Tips for Wooing Cremation Families” Laine Phillips, OGR Ideas when speaking to phone shoppers:

• Develop and practice an “elevator speech” that con-

cisely tells the story of what your funeral home offers that others do not.

• Always ask for email addresses (“I’m going to send

you notes from our call so you won’t forget what we talked about.”). Don’t use their email address for any purpose other than to invite them to participate in aftercare programs.

• Develop and practice a “closing statement.” Ask for

their business (“What time is convenient for you to meet with me at the funeral home to talk about more options…”).

• Ask if you’ve answered all of the caller’s questions.

“How to Create Value for What We Do in a Bottom Feeder Market” David Riemann, OGR Past President

Tips for creating value in a competitive and high cremation market:

• Don’t tell families what is in their best interest. • Don’t offer bundles; families want choices and will often purchase more for individual options.

• Personalize services for each family. • If operating more than one location, centralize operations as much as possible to reduce overhead.

Tips for staff:

Educate the public by using these tips: • Leave brochures in the funeral home’s foyer describing the value of body appearance.

• Focus on training employees; let underperformers go. • Create and communicate disciplines and clear

• Explain the value of viewing on your website. • Don’t position burial vs. cremation; these are

• Pay staff a competitive salary so staff will stay with

merely forms of disposition and have nothing to do with funeral services.

• Consider providing a visitation at no additional cost.

• Encourage open casket viewing.

18 www.ogr.org | The Independent®

accountability for staff. you.

• Give staff time to be with their families; they will be more productive when working.

Award

WINNERS

Each year, OGR recognizes individuals and member firms who stand out in the field of funeral service. These award recipients embody the values to which our members pledge: Service measure not by gold, but by the golden rule . TM

Golden Light

Award

George Darte of George Darte Funeral Chapel in St. Catherines, Ontario was presented with The Golden Light Award. One of OGR's highest honors, this award recognizes an individual's ongoing contribution to funeral service, to their community and to OGR. George is a very active member in his community and is always willing to give his time to a good cause. He is a past chair of the Breakthrough Healthcare Campaign, a founding member and past chair of the St. Catharines General Hospital Foundation, and a founding member of The Bereavement Ontario Network, The Bereavement Resource Council of Niagara, Wellspring Niagara (a cancer support center) and the crisis response teams for the separate and public school

Charles Castiglia presents award to George Darte

boards. He is a member and past captain of the St. Catharines Rowing Club, a past member of the Salvation Army fundraising wing, Star of the Sea Parish, the Rotary Club of St. Catha-

OGR President Charles Castiglia said,

rines, Past President of the International Order of the Golden

“George puts his heart and soul into his

Rule, a Niagara District Funeral Service Association and the

community. He has the curiosity to pick

Ontario Funeral Service Association, and successfully chaired

up new ideas everywhere he goes and the

the Meridian Centre Fund Raising Committee.

intellect to apply those ideas to funeral service in ways that benefit the families he

George is the proud father of Gregory (Mary), Christopher

serves, his staff and his family”.

(Natalie) and Grandfather of Keegan, Conor, Liam, Cristiana and Ariana. George is married to Dr. Heather Combe, a local veterinarian with Fairview Animal Clinic, and they live with his step-daughter Alicia in St. Catharines.

The Independent® | Summer 2017 19

Award

WINNERS

Exemplary Service

Awards

OGR’s Exemplary Service Award recognizes member firms for the outstanding customer service they provided to families during their time of loss. Their service was recognized through comments from client families served who respond to OGR’s Family Contact Program surveys. Three member firms were chosen to become a part of the 2017 Winners Circle.

Scott Stroud (center) of Graham Funeral Home, Chesapeake , VA

John Christian (center) of Cassaday-Turkle Christian Funeral Home, Alliance, OH

“At a time when I was devastated with the sudden loss of my

“Our grandson has always liked this particular funeral home

mother, Terri at Graham Funeral Home stepped up and com-

because they had root beer barrels in their candy dishes. We

pletely became a godsend. She was a tremendous blessing

share this because as a small child, he told another funeral

to me during the most horrible time of my life. My mother

director that he needed to get root beer barrels like John

didn't want, nor did she like, funerals, so I didn't want a

Christian. Sure enough, the candy dishes were full of root

stuffy service. I was able to work with Graham Funeral Home

beer barrels when we arrived for the funeral service. Back

to have a ceremony at a local arboretum that included music

in 1987 when our three children lost their first grandparent,

and items about Mom. They embraced all of my wishes and

John took them aside and talked to them about their loss.

made it all happen and look wonderful. I felt that they genu-

They still remember how John also helped them cope with

inely cared and wanted to do whatever I wanted during this

their grief as they dealt with the loss of their last grandpar-

time to honor Mom's wishes. Months after Mom's funeral, I

ent. The special attention given to the family of the deceased

have called Graham Funeral Home and met with Terri. She

is what sets Cassaday-Turkle Christian Funeral Home apart

continues to demonstrate the respect, friendship and helpful-

from the other funeral homes in our area.”

ness I saw during those first few days. In the end, everything that was done for Mom was exactly as I hoped and what she would have wanted. I will continue to recommend not only Graham Funeral Home, but Terri to everyone.”

20 www.ogr.org | The Independent®

Exemplary Service

Awards

Jim & Bette Walsh (center) of Faulmann Walsh Golden Rule Funeral Home, Fraser, MI

Award

WINNERS

Scholarship Awards

FOUNDATION

OGR demonstrates its support of the next generation of funeral home employees and owners by offering scholarships to students nearing the completion of their mortuary science degree and about to enter the profession. The Awards of Excellence Scholarship Program provides scholarships based on academic performance, funeral service experience, and the strength of the essay, and applicants commitment to serving grieving families “The visitation was a great experience. When we walked in, the first thing we saw was a beautiful tapestry that they made for us, which we were not expecting, but it was incredible and a great tribute to our dad. The closer we looked at everything, the more pleased we were. They incorporated stained glass

with compassion, fairness, and dignity. Gold Award of Excellence: Joshua Woodruff $3,500 Scholarship Cincinnati College of Mortuary Science

that our father made. They took the pictures that we uploaded late the night before and made a nice tribute to his time in the military. They included a picture of a boat that he had restored in the memorial cards. After attending funerals at other places, I had forgotten what the "home" part of funeral home really means. A lot of other places feel more like a hotel lobby. This place really felt like they were taking care of us in their home, and we couldn't be happier. We hope our family lives long, but it is clear to all of us that if anything were to happen, Faulmann & Walsh Golden Rule Funeral Home is the place we would want to be.” Silver Award of Excellence: Brandy Carter $2,000 Scholarship Wayne State University

The Independent® | Summer 2017 21

Award

WINNERS

Community Service

Award home. “All funeral homes are designed to honor and remember people in our families and communities who have died. We have taken it a step further in making ours a place where we can honor and remember those who have used their God-given talents and strengths to make our world a better place”, said John Herzig. The museum sheds a different light on death, and it now has hundreds of visitors who enjoy the funeral home.

John Herzig & Tricia Herzig-McKinnon (center) of Toland-Herzig Funeral Home & Crematory Toland-Herzig Funeral Homes & Crematory in Dover, Ohio

Those who have visited have found the museum to be a history lesson focusing on entertainers, sports figures, religious leaders, civil rights activists, astronauts, and inventors who lived their lives to make ours better.

was awarded the 2017 Golden Rule Community Service Award. The Golden Rule Community Service Award, now in its eighth year, is awarded in recognition of a funeral home’s outstanding community service as demonstrated by involvement benefiting local organizations or community events. Toland-Herzig Funeral Homes are being recognized for its Famous Endings Museum. The museum helps make the community more comfortable when visiting the funeral

22 www.ogr.org | The Independent®

“The museum is a fine example of a funeral home contributing to the wellbeing of its surrounding community. Toland-Herzig has taken a huge step in educating the community on funeral service in a very innovative fashion”, said Peter “Skip” Urban, OGR’s Immediate Past President.

Installation

President & Board

George Darte Installs Charles Castiglia as 2017-2018 President

Charles Castiglia, Lakeside Memorial Funeral Home in Hamburg, NY was asked for his vision for OGR, he said, “We’re going to make bold decisions that will provide Golden Rule Funeral Homes with innovative and effective ways to help families and friends who lose loved ones to begin a journey of healing through meaningful tributes to their lives.” Charles A. Castiglia is a Licensed Funeral Director in New York State with an AOS in Funeral Service from Simmons Institute of Funeral Service, a BS in Business Management from Houghton College, and an MS in Strategic Leadership from Robert's Wesleyan College. He is proud to enhance his credentials with the Certified Funeral Service Professional and Certified Pre-planning Consultant designations. Charles is committed to enhancing his knowledge of the funeral profession to provide exceptional care to families that Lakeside Memorial Funeral Home serves. Most recently he received the Funeral Celebrant Certification. Charles is involved in many area organizations and has been employed at the Lakeside Memorial Funeral Home since 1981.

From Left: President-Elect Adam Martin, Immediate Past President Peter "Skip" Urban, President Charles Castiglia, Mary Steele, Richard O'Hara, Secretary-Treasurer Tom Hemmerle, Evan Strong, and John Vincent Scalia

The Independent® | Summer 2017 23

Annual Conference UNMASKED The Masquerade Ball & Presidential Installation

Take a closer look as conference attendees came together to celebrate each other, their profession, and their association. This year's closing celebration included dinner & dancing, a magician, gaming tables, and a caricature artist.

lliams

obin Wi eech & R

an, Ch b r U p i & Sk Dolores

Evan Strong, Tom & Natalie Hemmerle

24 www.ogr.org | The IndependentÂŽ

Barbara & John Wenig

Susa

hie Lewis t a K & s n Wage

Terry

e Schwab

Bud & Ba

& Dian Plummer

iglia

st harles Ca C & e t r a George D

Kathie &

is Mike Lew

rb Wietin

Joe Castig li

a & Anth

Boyd & D

enise Mot

ony Castig

Adam, Emilie, & Jenni Martin

lia

he, Charle

s Castiglia

The IndependentÂŽ | Summer 2017 25

TALK REAL

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

OGR is pleased to introduce to our readers, fellow OGR member and YP, Ben Clements of Flora Funeral Service in Rocky Mount, VA. Ben is a 33 year-old licenced funeral director and assistant manager who has been in the business for 13 years.

BEN CLEMENTS STARTED WITH THE BASICS

TRENDS IN FUNERAL SERVICE The everyday business of funeral service has become more hi-tech. Everything we do today is tech based. This can come in handy for many things including filing death certificates, posting obituary notices on websites, creating video tributes, using printed material options, etc. However, we must be careful and decide what works best for our funeral homes and locations. The public is using technology to learn about our businesses, reviews of service, and can even at times use it against us. We must continue to provide exceptional and caring service to our families because that is just about the only thing they cannot “Google”!

My dad has worked in funeral service for many years parttime. While in high school, I always enjoyed going to the funeral home to work on memorial folders and help with the computer work. Dad would always call if something special needed to be done. Through the years, I also have known many people in the business.

I AM INSPIRED Much of my inspiration comes from the older generation funeral directors that I have worked with. They have tons of knowledge and a wealth of expertise when it comes to unusual situations that arise in the business. They know what works and what doesn’t. The younger funeral directors should take note on what they see and hear from them. Even though times

! Y ST

are changing, wisdom never fails.

26 www.ogr.org | The Independent®

OFF THE CLOCK When not helping families, I enjoy hitting the links. Golf has always been a fun and relaxing get away from the office. I am fairly good at reading music and enjoy playing in the handbell choir at church.

QUICK Q's 3 FUTURE GOALS

1. Make the new generation aware of the importance of funeral service. 2. Promote pre-planning… the younger generation has different views and mind sets of funerals and many never prepare. 3. Develop new ways to use technology in the funeral home.

FAVE PHONE APPS Google Maps…. I always like to know where I’m going and how long it will take to get there.

MANTRA / ADVICE

Always do the right thing…. It’s easy to ask for forgiveness if you tried your best.

SOMETHING "GOLDEN" Dr. Pepper and Peanut Butter Crackers

2017 Register Today at www.ogr.org/webinars

L EAR N M O R E ... S AV E M O R E

Remaining 2017 Webinars

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 Thurs., December 7 "Exchanging Info Online: What's a Funeral Home to Do? - Josh McQueen, Passare

2017 Single/Package Pricing: Single

$120 each

3 Pack

$115 each ($345 total)

Have more than one staff member who needs CE credit? Simply add staff for $50 each. *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.

A Difference You Can

See & Feel As the originators of Thumbies™, Buddies™, and Phoenix™ print and cremation keepsakes, we have been motivated to help you connect families to their loved ones since 1998. Each unique keepsake is cast to maximize its touch-ability. The power of that touch is what forges permanent connections between your families and their loved ones. Connect with us to learn more about our commitment to quality & service.

877.848.6243 (847.381.9000 if outside the US) · info@meadowhillco.com · meadowhillco.com

S T IGH

Funeral Webcasting: Good for Families & Business

ER M A

By Denise Rodriquez. OGR Family Contact Program Manager

“If I could have done something differently, I would have asked for someone to record my dad’s service.” ~ This comment was taken directly from a survey received through OGR’s consumer feedback program, The Family Contact Program. The recording and webcasting of funeral services is a service more and more families are requesting. Several factors account for this increase: the sudden popularity with livestreaming on social media and in social gatherings, the distance family members now live from each other, and the psychological comfort it provides people who have lost a loved one.

FUNERAL

OGR asked David Lutterman, CEO of One Room (an OGR Supply Partner that provides webcasting services to funeral homes) to provide some insight into the rising demand for webcasting/recording funeral services.

Why is recording/webcasting a funeral service important for families? People Who Can’t Attend Still Need to Attend “Every death leaves behind a lifetime community of survivors that are connected to the deceased or may wish to show their respect and support to the family,” remarks David. “If they are unable to come to the service it doesn’t diminish their need to

28 www.ogr.org | The Independent®

grieve or be connected at that time. Whether they are family,

native” generation is driving the “video on demand” culture

friends or colleagues, it can be very isolating to be excluded

and they will expect this service in all aspects of life.” As a

from this ceremony.” Absent friends and families can partici-

funeral home, consider getting ahead of the curve and offer-

pate remotely in the funeral service and have a chance to say

ing this service families are coming to expect.

goodbye.

Expand Your Web Presence Death is Not Private

“Done correctly this service can act as a strong driver of

He continues, “Death is not private and the memory of our

SEO for your funeral home. Those with mature digital strat-

loved ones may be better served by allowing everyone they

egies will get a huge benefit from the online traffic webcast-

touched during their lifetime to be involved at their death. It

ing drives through their website,” David concludes.

is also difficult for the organizing family members to reach everyone in time; sometimes they may not even know all the

How to get started

people that were important to their loved one. Providing access to an online recording is a simple option for these people

There are many ways to begin offering webcasting and re-

during and after the service.”

cording services in your funeral home. Two popular options are to do-it-yourself (DIY) or hire a professional service.

Provides the Opportunity to Absorb the Experience Finally, David shares, “People who attend miss a lot due to emotions on the day, and they appreciate the opportunity to absorb the service more clearly in their own time.” By recording the service and making it available, loved ones of the deceased are able to grieve in their own time.

Why is recording/webcasting a funeral service important for funeral homes? Funeral Homes Need to Provide Value Added Services David shares, “Funeral homes need to adapt their traditional model of operation. Providing value added services like webcasting shows leadership at a time when families need guidance. Due to the value this service provides, the clients are often happy to pay. It is typically less than the cost of flowers or catering, but creates an important family asset and means a huge amount to extended family and friends. Many of our clients earn well in excess of the cost of the service.”

Reach More of Your Community He adds, “In a sector where word of mouth is an important

DIY Recording Some funeral home owners purchase their own equipment and do their own in-house recordings. This will require some effort, but if you are up to the task here are some helpful tips and resources:

A recording device – Recording devices are pretty common. You can use your phone if it has a nice quality camera on it. You can also use the camera on your ipad or invest in a video camera.

A tripod – To avoid shaky hands, a tripod or device stand is essential.

source of future business, the ability to extend your service and brand wider across the community is critical. The “digital The Independent® | Summer 2017 29

Off camera mics – In general, the audio on a camera can only catch so much sound from so far. Off camera mics make it easy to get clear sound. A mic can be attached to an individual or to the podium if several people are speaking during a service.

Video editing – To improve the recording or fix any mistakes, video editing tools can come in handy. Luckily, there are several sites that offer free editing tools like the Youtube Video editor. For more online video editing sites go here. Alternatively, if you rather not DIY, you can hire a webcasting service like One Room that provides a fully managed service that discretely records through wall HD cameras. You can contact David Lutterman at One Room at (844) 437-9475 for more information or visit their website at www.oneroomstreaming.com. Be sure to mention you’re an OGR member if you would like to receive the OGR member discount.

30 www.ogr.org | The Independent®

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www.messengerstationery.com The IndependentÂŽ | Summer 2017

Member News

2016 Citizens

Pray Receives

OGR past president Bud Wieting and his wife Barb of Wieting Family Funeral Home on Chilton, WI were selected as Chilton Chamber of Commerce Citizens of the Year. This honor is awarded based on volunteerism and community involvement.

OGR member Lori Pray of Pray Funeral Home in Charlotte, Mich. was presented with the Charlotte Rotary Club Clyde Fulton Award for outstanding Community Commitment and Service.

of the Year

Crowned

Miss Michigan

Service Award

Foundation Donors

Thank You

Michael Butler Livingston-Butler-Volland Funeral Home In Memory of Ivan E. Beyers Jr. — $250.00 Anita M. Green McIntire, Bradham & Sleek Funeral Home In Memory of Clifford Greene — $1,000.00 Tom Hemmerle Barnett-Strother Funeral Home, LLC In Memory of Ivan E. Beyers Jr. — $50.00 Jake Johnson Johnson Consulting Group In Memory of Mickey Rose — $250.00

Heather Kendrick, daughter of OGR members John & Ann (Randall) Kendrick, Pollock Randall Funeral Home in Port Huron, MI was recently crowned Miss Michigan. Former Miss Washtenaw County, Heather waves after being recognized as Miss Michigan 2017 during the finale of the Miss Michigan Scholarship Pageant at Frauenthal Center on Saturday, June 17, 2017 in downtown Muskegon, Mich.

32 www.ogr.org | The Independent®

Adam Martin Martin Funeral, Cremation & Tribute Services In memory of Mary Cutini — $50.00 Jeffrey Wages Wages & Sons Funeral Homes In Memory of Ivan E. Beyers, Jr. — $150.00 Skip & Dolores Urban Urban Funeral Home $250

Member News

Member Appointed

to State Board

Terry R. Luneau, of Alexandria, was appointed to the Louisiana State Board of Embalmers and Funeral Directors. Luneau is a licensed funeral director and embalmer and is the Assistant Manager of Hixson Brothers Funeral Home.

Wieting Named

State President

OGR member Daniel Wieting, Wieting Family Funeral Home (Chilton, Wisconsin) assumed the office of President of the Wisconsin Funeral Directors Association on June 21. He was sworn in by his father Bud Wieting, an OGR Past President. Congratulations, Daniel!

The IndependentÂŽ | Summer 2017 33

In Memoriam

Remembering

Family & Friends Ivan E. Beyers, Jr. Ivan E. Beyers, Jr. 94, was born in Umatilla, FL April 14, 1923 and passed on Thursday, April 27, 2017. He was a lifelong resident of Lake County and moved from Umatilla in 1931 to Leesburg. He graduated Leesburg High School in 1941 where he played basketball and played in the high school band. He attended the Cincinnati College of Mortuary Science and he then joined the Navy and served in the Pacific during WWII. After the war, he became 2nd generation owner of the family funeral home. He worked there almost all of his adult life and never truly retired, serving thousands of families during their time of need. He married Marjorie M. Leuty in 1943 and had a loving 60 year marriage. She predeceased him in 2003. In 2004 he married Ruth Musick and they enjoyed the remainder of his life together. He was a 60 year member and past president and Paul Harris Fellow of the Leesburg Rotary Club, past president of the Leesburg Chamber and Lake County Chamber of Commerce, past member of the Florida Funeral Directors of Florida and member of the Independent Funeral Directors of Florida. He was a member of the First Presbyterian Church, Leesburg where he sang in the choir for over 60 years. He was recipient of the George O. Pringle Community Service Award and Lake County Business Hall of Fame in 2009 and the Clyde Lankford award for Funeral Service. He enjoyed fishing and hunting and took many annual trips to Wyoming, Colorado and Georgia. He was a proud member of the NRA. Ivan was also predeceased by his sisters, Louise Beyers and Floreide Jansen. He is survived by his wife, Ruth; son, Roger A.(Heather) Beyers of Fruitland Park; daughter, Nancy B. (Rod) Dyer of Montgomery, AL; step children, Ron (Sandi) Musick, Beverly Becker, Ruth (James) Knecht, Wayne (Rebekah) Musick; brother, Robert of Winter Garden; nine grandchildren, Heather (Jeffery) Henderson, Kevin (April) Dyer, Haley (Barry) Hartmann, Kyle(Teresa) Dyer, Roger A. Beyers, Jr., William I. Beyers, Andrew (Jaime) Laver, Sarah Mathis and Douglas Laver and fifteen great grandchildren.

34 www.ogr.org | The Independent®

Mary Cutini On December 27th, 1917 Charles and Carmella DiRosa of Buffalo, New York, welcomed their fourth child to their family. The baby was a girl and they named her Mary; Mae – as she was affectionately called – later became big sister to two younger siblings. Mary received her education in her hometown. Six months before her nineteenth birthday, Mary married her sweetheart Pasquale “Pat” Cutini. Their marriage was blessed with two beautiful children; a daughter Loretta and a son Daniel. The Cutinis’ became involved with antiques and decided to make a business of it. Mary played a significant role in making the business a huge success. “Pat Cutini Antiques and Lamps” was so popular that Pat became known as the “Lamp King” of Western New York, and there is no doubt that Mary was his queen. Mary and her family lived in the city of Buffalo until 1967; they wanted to be out of the city. They purchased fifteen acres of land in the country and built Mary’s dream house. They grew a variety of trees, fruits, berries, vegetables, you name it they cultivated it. This allowed them to eat not only fresh produce but healthy home grown foods. She also raised chickens, geese, and even a cow. She is an amazing cook who developed her own recipes and these recipes have been handed down to her children and her grandchildren. She loved to travel and would often travel through the New England states searching for antiques for hers and Pat’s business. On a few occasions she would visit Florida to avoid the winter blizzards that often plagued upstate New York, but her most enjoyable trip was to Italy. Mary and Pat were inseparable. They were married for sixty two wonderful years and in 1998 they were separated by the only thing that could; her beloved passed away and needless to say she missed him dearly. She is a mother of two, grandmother of seven, great grandmother of seventeen, and a great-great grandmother of two. Mary recently celebrated her ninety ninth birthday. Mary was a wonderful Lady who warmed everyone's heart. Cutini, Mary "Mae" (nee DiRosa) June 2, 2017 age 99 years old of Sun City Center, FL, formerly of Corfu, NY. Beloved

In Memoriam wife of late Pasquale "Pat" Cutini; devoted mother of Loretta (late Anthony) Castiglia and Daniel (Ann) Cutini; loving sister of Angelo (late Antoinette) DiRosa, late Angeline (late Charles) LaGreca, late Joseph (late Grace) DiRosa, late Teresa (late Nicholas) DiPasquale, and late John (late Ann) DiRosa; also survived by 7 grandchildren, 17 greatgrandchildren, 2 great-great-grandchildren, many nieces and nephews. Memorials may be made to Life Path Hospice at Sun City 3725 Upper Creek Dr - Ruskin, FL 33573. Please leave online donations and condolences at www.lakesidefuneralhome.com.

Francis "Mickey" G. Rose Francis “Mickey” Rose passed away peacefully on May 19, 2017 at the age of 92. He is survived by his children, Nancy Schroder (Chuck), Michael Rose, Susan Rose, and Robert Rose (Kelly); grandchildren, Brian Williams, Wesley Williams (Colleen), Kyle Rose, Nicholas Rose, Lindsay Minyen (Brandon), and Holden Rose; great grandchildren, Jordyn, Jacob, Natalie, Zoey, Jaxon, Kennedy, and Braylin. He is also survived by his sister Patricia Knak (Darryl), 3 nephews, 2 nieces and many cousins. Mickey was preceded by his wife Dorothy J. Rose in 2015 after 67 years of marriage. Born in Niles on February 28, 1925, Mickey was always a kid that liked to stay busy and wanted to have his own money in his pocket. This definitely stayed true to him as he grew into a young man. He graduated from Washington High School in 1944. After graduation he entered into the military where he was a medic for the US Navy and served in WWII on the USS Shamrock. On May 23, 1948 he married the love of his life at Corpus Christi Catholic Church in Niles. In November 1958 FREMONT CHAPEL OF THE ROSES Mortuary was established in Fremont, CA with the help of his wife Dorothy June Rose. Mickey was a Charter member of the Elks Lodge of Fremont #2121, member of the Knights of Columbus, Kiwanis Club of Fremont, Washington Township Men’s Club, S.I.R.S., Native Sons of the Golden West, Fremont Chamber of Commerce, International Order of the Golden Rule and longtime member of Holy Spirit Catholic Church. Over the years he always had friends that he would meet for coffee and donuts in the morning “to solve the problems of the world”. His last group he enjoyed coffee with was at McDonald’s on Thornton Avenue. He will be greatly missed by family and friends. His sense of humor and storytelling will keep him alive in our hearts and minds forever.

The Independent® | Summer 2017 35

Exemplary Service

A B &

bove eyond

the Golden Rule

Pagenkopf Funeral Home | Oconomowoc, WI The staff was very caring and sensitive to our needs. Small touches added to our comfort like the freshly baked cookies. They knew what needed to be done and took care of it all. Dad died at home and when they came to pick him up they allowed us to move him to the gurney as our last gift of caring for him. They were kind and always referring to him as a person. They also assured us that they would not leave him unattended until he was safely at the funeral home. One of the funeral directors stayed outside by the vehicle while we finished paperwork inside. They made the hospital bed up and left a rose on the pillow. They kept to their promised deadlines for cremation and having his remains delivered. Each time we went to the funeral home, they stopped to talk with us and to find out how everyone was doing. I don't think they could have improved their service with us. Langeland Family Funeral Homes | Kalamazoo, MI I am an only child and I went with my dad to set up pre-arrangements mid-October 2016. When I made the phone call to Langeland’s the day that my mom passed away, that is when I needed them the most. They were there and guided me and my dad through this most difficult time. We are forever grateful to Rob Bass and Greg Glessner for helping with

36 www.ogr.org | The Independent®

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 2018 Annual Conference & Supplier Showcase. Comments submitted by families responding to Family Contact Surveys.

Every Thursday we feature members who have gone Above & Beyond. facebook.com/goldenrulefh

the pre-arrangements. During every phone conversation and in-person visit, the staff was incredible. My mom looked so beautiful. Langeland's was amazing. For my dad and me, this was such an important time to be able to view my mom the way she always looked. Thank you for our closure. We had a visitation at our church (St. Ann's) one hour before her mass. After mass, we went to Fort Custer National Cemetery for burial. At Fort Custer, Langeland's provided staff that was outstanding. I am so sorry we did not get to know the gentlemen that served that part of my mom's service. They were very professional and caring. Again, we are forever grateful to Langeland's. We have received several communications from Langeland's inquiring on how we are doing and if we feel the need for grief counseling. At this point, everything is going OK. We really appreciate the communication.

more than we could have expected. We opted for an all-day visitation period, and the funeral home made all of their sources available for our needs.

George Irvin Green Funeral Home, Inc. | Munhall, PA

Martin Funeral, Cremation & Tribute Services| Mt. Morris, MI

The staff at Green Funeral Home were friendly, courteous and helpful not only to the family, but to all of our guests. They were always available during the viewing and quick to respond to our questions. Scott Green was the arranging funeral director, and his professionalism was exemplary. He addressed every detail with the utmost compassion. After the body was removed from our home, Scott placed a rose and a poem on our loved one’s pillow...so touching. The funeral visitation was

This was my first time planning a funeral. The staff helped me in all aspects during a VERY rough time when I was overwhelmed. I am very appreciative. I will be using them for myself in the future and also recommending them to anyone I know. Everyone who I have spoken to since, has mentioned how nice it was and how much my Dad would have liked it. The decor was very nice too. It looked more like a "home" setting than the usual drab and miserable funeral home setting. This comforted

Dryer Funeral Home | Holly, MI At such a difficult time, we were treated with the utmost respect and kindness. Mr. Dryer made sure we had everything we needed as we honored the life of our loved one. There aren’t enough kind words to express how thoughtfully we were treated. He arranged to meet us at a time that was convenient for our family and was so helpful with all of the arrangements. As this was an unexpected death, Mr. Dryer made sure to have enough copies of memorial cards, put extra pages in our guest book and provided our family with plenty of thank you note cards. It was a beautiful memorial service.

Exemplary Service us. They did not try to overly push sales, which we appreciated since we are a blue collar family and had just lost a key member of it. I love the DVD that was made. I love that we got to choose music that our loved one liked instead of drab, weary "funeral music.” They embraced my quirky family very well. Thank you! Brunswick Funeral Home | East Brunswick, NJ The funeral home staff was available immediately following our mother’s passing and was very helpful in completing all of the arrangements in the most dignified manner. The director called the family personally after the passing of our mother and eased our minds by giving us the necessary arrangements to follow. He made himself available at all times if we had any concerns. He is to be commended on his professionalism and compassion at our most difficult time. Brunswick Memorial Home made our mother’s appearance look “angelic,” which was such a comfort to us. The staff at the visitation, service and ceremony was professional, caring and deeply appreciated by the family. George Irvin Green Funeral Home, Inc. | Munhall, PA The entire staff was extremely attentive to every want, need or concern that any family member expressed and were unobtrusive during the event and the activities that took place. Scott, words cannot express our appreciation for your attention to detail and total involvement every step of the way. Thank you to Mike, who insured that our final image of our mother was warm and serene, and to Renata who did wonders coffering mom. Thanks to Carol and Linda, for their attentiveness to everything and everyone during the visitation. Todd and Mike, I thank you and appreciate all the behind the scenes actions that you were involved in. My mom always held Don in high esteem and we appreciate him taking

the time out of his busy schedule to be there. You made us feel welcomed and at ease during an extremely trying and difficult time. Our entire family will never be able to thank you enough. Owens Livingston Mortuary | Show Low, AZ The staff was very professional, courteous, understanding and helpful. They allowed us time alone when we needed to talk or cry. The funeral director was very nice, professional and understanding. My husband and I had just lost our newborn son and the director went above and beyond what we expected. He drove our son over to where the funeral service was held and not only helped us in setting up but also in suggesting ideas we had not thought of. He took amazing care of our baby boy. He took the time to ask us if we wanted to hold our baby before we began anything and he closed the room and made sure no one came in. We had not thought of holding our baby and it meant so incredibly much to us to be able to hold him for that time before the services began. Chambers & Grubbs Funeral Home, Inc. | Independence, KY During this very difficult and stressful time the staff and director helped ease the stress by taking control and handling all calls that needed to be made with care and compassion. This was very much appreciated by all the family. This was a very stressful time for my family because our brother had been sick for some time. The director was very compassionate and caring. He took the time to explain everything to us with care. He also called the next morning to see how we were doing and to follow up with additional information he had found. This was also a great help. The ceremony was beautiful and the burial was taken care of with excellence. I firmly believe our brother would have been proud of the way he was honored.

John L. Ziegenhein & Son Funeral Home | St. Louis, MO When our mother passed, the staff at Ziegenhein came to our home and transported our mother’s remains to the funeral home for preparation. The transport staff was thoughtful and made the process quick and as painless as possible for my family. Mr. Cordes, the funeral director, was able to accommodate several special requests including allowing us to display a family quilt that my mother loved very much and displaying a second quilt on her casket and making sure it was covering our mom before she was taken to church for Mass and then to her burial. They displayed numerous photos and photo albums throughout the parlors and prepared our mother in a manner which made her look as beautiful as possible. They also made sure she wore her wedding rings, a special brooch and a family rosary with her grandchildren’s names on it. Mr. Cordes also arranged for us to pass by my mother’s house one last time on the way to the cemetery. This was very special to us because my mother had lived in that house for over 78 years, and it has many special memories for us. I won’t ever forget that day and how special mom’s funeral was because of the help we received from Mr. Cordes and the rest of the staff at Ziegenhein’s Funeral Home.

The Independent® | Summer 2017 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 July, August, & September.

25 Years | July 1992 Colvin Funeral Home, Inc. Princeton, IN 50 Years | July 1967 Beckwith Mortuary, Inc. Larned, KS 60 Years | July 1957 Seaver-Brown Funeral Service, Inc. Marion, VA 25 Years | August 1992 Wagg Funeral Home Ltd. Port Perry, ON Canada 25 Years | August 1992 Meyersieck-Bussema Funeral Home Pigeon, MI 25 Years | August 1992 Capillas Benito M. Flores, S.A. Monterrey, Nuevo Leon Mexico

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25 Years | August 1992 Edmond Fahey Funeral Home, Inc. Bay St. Louis, MS 25 Years | August 1992 Shaughnessey-Banks Funeral Home, LLC Fairfield, CT 55 Years | August 1962 Oldham, Roberts & Powell Funeral Home, Inc. Richmond, KY 55 Years | August 1962 Sifton Funeral Home Limited St. Thomas, ON Canada 60 Years | August 1957 Whitley’s Funeral Home Kannapolis, NC 20 Years | September 1997 Chas E. Davis Funeral Home, Inc. Inverness, FL

20 Years | September 1997 Wilson Funeral Home, Inc. Racine, WI 35 Years | September 1982 Haight Funeral Home & Chapel, PA Sykesville, MD 40 Years | September 1977 Hanson-Neely Funeral Home Ada, OH 45 Years | September 1972 Gonzales Funerals & Cremations Las Vegas, NM 50 Years | September 1967 Fagan's Funeral Home Bath, NY

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