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PRESIDENT Lee Longino
PRESIDENT-ELECT
Bob Gordon Jr, CCE
VICE PRESIDENT, EDUCATION
John Bolton, CCE, CCrE, CSE, CXE
VICE PRESIDENT, MEMBERSHIP & MARKETING Shawna de la Cruz
VICE PRESIDENT, INTERNAL AFFAIRS Rafael Ochoa
VICE PRESIDENT, EXTERNAL AFFAIRS
Lauren Blevins, CCFE, CPLP
TREASURER
Christopher Keller
SECRETARY
Micah Singerman, MBA
EXECUTIVE DIRECTOR
Nadira Baddeliyanage
GENERAL COUNSEL
Poul Lemasters, Esq. poul@iccfa.com
EDITORIAL DIRECTOR
Tatia L. Gordon-Troy, Esq. tatia@iccfa.com
SUPPLIER RELATIONS MANAGER Rick Platter rplatter@iccfa.com | 800.645.7700, ext. 85
MARKETING & COMMUNICATIONS DIRECTOR Maddy Collins maddy@iccfa.com | 800.645.7700, ext. 7
EXECUTIVE DIRECTOR AND PUBLISHER Nadira Baddeliyanage nadira@iccfa.com | 800.645.7700, ext. 3
DESIGN & PRODUCTION
BonoTom Studio, Inc. info@bonotom.com | bonotom.com
Memento Mori (ISSN 1936-2099) is published by the International Cemetery, Cremation and Funeral Association®, 107 Carpenter Drive, Suite 100, Sterling, VA 20164-4468; 703.391.8400; FAX 703.391.8416; www. iccfa.com. Published 10 times per year, with combined issues in March-April and August-September. Periodicals postage paid at Baltimore, MD, and other offices. Copyright 2024 by the International Cemetery, Cremation and Funeral Association. Subscription rates: In the United States, $39.95; in Canada, $45.95; overseas: $75.95. One subscription is included in annual membership dues.
POSTMASTER: Send address changes to Memento Mori, 107 Carpenter Drive, Suite 100, Sterling, VA 20164-4468.
Join The Ritz-Carlton Leadership Center and the ICCFA for a workshop on activating and sustaining a culture of empowered employees. Learn trusted processes for selection, onboarding, upskilling, and retention. Attendees will walk away with actionable ideas to elevate experiences and engage employees!
OCTOBER 15-17, 2024 THE ST. ANTHONY HOTEL
SAN ANTONIO, TEXAS
by Lisa Baue
IN MY 40+ YEARS IN THE DEATHCARE PROFESSION , mentoring has been one of the key foundations in my business journey. From my early days as a thirdgeneration funeral director and 38 years as an owner to my current role as a business coach and mentor, I have seen firsthand the transformative power of mentoring.
Did you know that companies with mentoring programs report 18 percent better profits than average? This statistic underscores the profound impact that effective mentoring can have on a business’s bottom line.
While those without such programs experienced profits 45 percent worse, the importance of mentoring becomes even clearer. In my session, I delved into the differences between coaching and mentoring, emphasizing that while both are vital, they serve distinct purposes.
Coaching often focuses on specific skills and tasks, providing guidance on how to perform them better. Mentoring, on the other hand, involves a broader relationship, offering support, advice, and insights that help mentees navigate their career paths and develop holistically.
I outlined the seven essential components of an effective mentoring program, which are crucial for any business looking to foster growth and development. Each element plays a significant role in ensuring that the mentoring program is not only effective but also sustainable and beneficial for both mentors and mentees.
Retention of millennials and Gen Zers is a significant challenge in our profession, but mentoring can provide a solution. These younger generations value personal growth, career development, and meaningful connections in the workplace. By implementing a robust mentoring program, businesses can address these needs, creating a more engaging and supportive environment that encourages retention. Mentoring helps young professionals feel valued and understood, leading to higher job satisfaction and loyalty.
By embracing the power of mentoring, we can ensure that our profession continues to thrive and evolve, benefiting not only our businesses but also the communities we serve.
To create a successful, profitable business mentoring program, businesses need to follow a step-by-step approach. This includes identifying the goals of the program, selecting suitable mentors, designing a structured yet flexible framework, and continuously evaluating the program’s
effectiveness. Sharing case studies and success stories from my own coaching experience can illustrate the tangible benefits of mentoring. These real-life examples highlight how mentoring has helped businesses grow, improved employee satisfaction, and ultimately increased profitability.
By embracing the power of mentoring, we can ensure that our profession continues to thrive and evolve, benefiting not only our businesses but also the communities we serve. Let’s harness the potential of mentoring to build a brighter, more prosperous future for the deathcare profession.
Lisa Baue, a funeral director for 45 years, was the former owner and CEO of Baue Funeral Homes for 32 years. She transformed the company into the region’s leading full-service, multi-location deathcare provider, serving over 2,500 clients annually. In 2021, she founded Your Funeral Coach, offering business coaching, mentoring programs, team and culture growth, and next-generation development. Lisa hosts a top 5 podcast sharing business best practices, leadership insights, and mentoring advice, empowering women in deathcare. She serves on the Board of Trustees and is the past Board Chair of the Funeral Service Foundation.
HIGHLIGHTS FROM THE 2024 ICCFA ANNUAL CONVENTION & EXPO
Lisa Baue, Your Funeral Coach
DRAWING ON 40+ YEARS OF EXPERIENCE in the traditionally male-centric deathcare profession, in this workshop Lisa Baue revealed the transformative power of mentorship, especially as Millennials and Gen Z step into leadership roles. She underscored how effective mentor-mentee relationships can significantly influence the bottom line and profitability of businesses. Attendees walked away with an understanding of the profound impact mentorship programs can have, not only on individual growth and leadership development but also on the overall success and sustainability of their enterprises.
As a funeral professional, grieving families depend on you for support and guidance during their time of loss. For more than a century, Batesville has been by your side as a trusted partner, helping families honor the lives of those they love.®
We are proud to share that Batesville was recently named one of the Most Trustworthy Companies in America. This recognition is a testament to the hard work and commitment of our associates and a positive reflection on an industry that has dedicated itself to serving others.
We are grateful for the trust and confidence you continue to place in our associates and look forward to serving the next generation of families, together.
by Jake Johnson
SUCCESSION PLANNING IS CRUCIAL for any small business, including funeral homes. This involves not only planning for the owner’s succession but also for the staff and the next generation. Effective succession planning ensures that the business survives and thrives through transitions, whether to another party or the next generation.
One of the first steps in succession planning is determining when to start. Given the unpredictable and often stressful nature of the funeral profession, it’s vital to plan as
customers perceive the value in the services they purchase.
4. Financial: Maintain good financial records, budgeting, and benchmarking with peers to ensure financial health.
Case studies demonstrate the impact of effective succession planning. For example, gaining or losing 30 calls can affect your enterprise value by $600,000 or more.
early as possible. Owners should consult with experts to understand their business’s value and prepare for retirement, tax implications, and the structure of the business in the event of a transfer.
Start with a vision for retirement and work backward to determine what needs to be done now. This includes assessing whether the business is a lifestyle business or one that can grow with the right systems and team in place. Successful businesses often focus on the following four pillars:
1. Workplace: Ensure a positive work environment with regular meetings, effective communication, and employee surveys to understand and support staff needs.
2. Marketplace: Understand your position in the market. Evaluate if you need to relocate or expand by identifying areas for growth.
To ensure a successful operation in the funeral space, Johnson Consulting Group (JCG) emphasizes the importance of having your house in order and adhering to four key pillars. Beyond financial factors, JCG has developed the JCG Value Matrix to assess what makes one business more valuable than another. This matrix evaluates various aspects such as property, location,
and functionality of facilities. It considers market share trends, demographic trends, and personnel mix including the age of staff. Additionally, it examines whether the business has multiple locations benefiting from economies of scale, call volume, market size, and whether there is a necessity for capital improvements.
The JCG Value Matrix includes specific check marks that allow for a more accurate determination of a funeral business’s value within a defined range.
Post-COVID, mergers and acquisitions have slowed, and there’s increased variability in business valuations. Investors are more discerning, carefully evaluating case counts and business performance. Technology and pre-need sales have seen growth, offering opportunities for businesses to enhance their value.
To maximize your firm’s value, ensure it runs well without you, competes effectively, and has strong revenue with consistent sales. Meeting these criteria positions you well for a successful succession.
Jake Johnson, Johnson Consulting Group
SUCCESSION PLANNING and driving enterprise value upward should always be on our minds as owners, managers, and key stakeholders in a business. In this session, Jake Johnson reviewed steps to be considered when developing your succession plan. In doing so, he identified the key drivers that build enterprise value for the owner and how we can communicate that all the way down to the frontline employees. iccfa.com/annual April 10–13, 2024
3. Customer Service: Regularly assess and meet customer needs. Ensure that
Case studies demonstrate the impact of effective succession planning. For example, gaining or losing 30 calls can affect your enterprise value by $600,000 or more. Similarly, changes in average sale values can significantly impact the business’s value.
Discrepancies among arrangers can affect enterprise value. Training and incentive compensation plans can help level the playing field and encourage better performance.
A quote by Albert Einstein highlights the importance of persistence: “It’s not that I’m so smart, it’s just that I stay with problems longer.” This tenacity is essential for successful succession planning.
Succession planning is an ongoing process that requires dedication and foresight. By focusing on the four pillars of success and leveraging tools like the JCG Value Matrix, funeral business owners can ensure a smooth transition and continued success for their businesses. Start planning now to secure a prosperous future.
President & CEO at Johnson Consulting, Jake Johnson began his career at Keystone Group Holdings (now Dignity Memorial Network) as Associate Director, Corporate Development, where his financial analysis and forecasting expertise was foundational to the firm’s growth. Jake’s ability to problem solve business issues contributes to his success in owning a funeral home and cremation center in Sun City, Arizona. Jake’s educational credentials include a BSBA degree in Management with an emphasis in Accounting and Financial Analysis from Xavier University. His foundation in accounting and EBITDA forecasting is complemented by technology savviness and management qualifications in business development and operations.
At Astral, we recognize that funeral homes operate beyond regular work hours, which is why we manufacture and deliver thousands of caskets to 100 distribution points across the United States every day. We are large enough to meet your customer needs while still being your partner in business growth. With Astral, you can expect to receive top-quality, reasonably priced caskets available when and where you need them.
by Emily B. Miller
DISPOSITION BY NATURAL BURIAL is a simple return to earth that appeals to funeral consumers for a variety of reasons. Not only is it the most environmentally friendly form of funeral, it also offers a rich opportunity for ritual, ceremony, and closeness with the disposition process. Many green burial guests are comforted by the themes of rejoining the earth’s cycles, because the natural setting allows them to see the way the death of one of our own can nourish a new life elsewhere in nature’s balance.
Since our customers may prefer natural burial (and environmentally friendly
with the Green Burial Council that includes more information about specific body care issues and techniques.
major manufacturers or local artisans, and they invite personalization opportunities
funerals more broadly) for any number of reasons, adding these options to our GPLs and cemetery offerings is a simple way to broaden the appeal of our services to a wide variety of shoppers.
For funeral homes, your skills in presenting options and discerning family preferences will translate naturally into green burial packages. If we start with a mindset that embalming would not be required, we can maintain an assumption of meaningful services with the body. Beautiful biodegradable burial containers are easy to obtain from
and interaction between the guests and the decedent.
In order to fulfill the commitments we make during the arrangements, the prep room should inspect the condition of the body early and be proactive about getting the decedent out of a plastic bag and washed. In ideal circumstances, we should be making ourselves aware of the condition of the body as soon as possible, so that the funeral arranger and family have all the information they need to set expectations for unembalmed viewing or shrouding. Redesigning the End offers a Green Funeral Services course in conjunction
On the cemetery side, offering natural burial can be as simple as relaxing your requirements for vaults, caskets, and/or embalming (notwithstanding any laws in your jurisdiction). For conventional cemeteries, the practice of allowing natural burials alongside your vaulted interments is known as “hybrid” green burial. You can backfill until the ground is level if you don’t want to leave the traditional mound of a natural burial.
Some firms even charge a natural burial maintenance fee in lieu of requiring a vault to provide for the extra labor if any leveling is needed in the future. Being open to these practices can make the purchase of full body interment rights appealing to consumers who would not currently consider conventional burial because they don’t care for caskets or outer burial containers.
For cemeteries with room to grow, consider a dedicated section for natural burials that can further be managed for environmental benefits. Native plants support pollinator biodiversity and create a resilient way to sequester carbon dioxide from the atmosphere into the ground.
The burial mounds (formed when no soil is extracted from a site) and regrowing plants tell a story to your shoppers about the age-old process of returning to the earth, which they may find more comforting than the idea of a rapid breakdown by cremation.
By adhering to the best ecological standards, such as restoring a grave space with ecologically appropriate plantings, we can increase the value of full-body burial in the eyes of environmentally principled consumers.
Any business in our industry – cemeteries, funeral homes, crematories, supply chain, etc. – can examine its operational footprint and make improvements for the good of the planet. Incremental changes in your fleet, facilities maintenance, and waste disposal can all make our profession more sustainable. (Check if your state has an initiative to help make workplaces greener.) You should highlight these efforts in your marketing and communication towards environmentally friendly consumers.
For too long, our firms have suffered as families have reduced their opinion of funeral services to an all-or-nothing choice that is increasingly leading to direct disposition. Consumers are increasingly choosing “no services at this time” because the services we offer have not been meeting their evolving needs.
Natural burial offers a rich middle ground in which time with the body is valued, funeral professionals are needed, and the bereaved are comforted by ritual and the timeless miracle of the way nature regenerates itself.
Drawing upon the skills your staff has already mastered to add green services to your offerings will expand the possible pool of consumers who would consider full-service funerals and keep our businesses healthy into the future.
Emily B. Miller is a licensed Funeral Director/Embalmer, Certified Life Cycle Celebrant, and member of the Green Burial Council Board of Directors. She has worked in funeral homes and cemeteries of all sizes. In 2020, Emily founded the Colorado Burial Preserve & Cremation Garden as the first cemetery in the state with a habitat restoration mission. She now works as an industry trainer, advocating for a more sustainable profession that helps people engage with the dying process through ritual and the lessons from nature.
MMiller, Green Burial Council
ARKET SURVEYS INCREASINGLY SHOW our clients are interested in environmentally friendly goods and services. What would it take to offer natural burial or other green funerals in your business today? From the wisdom of the ancestral ways to the innovations in today’s profession, any provider can become the leader in natural deathcare in your community. The Green Burial Council’s teachers offer tips, best practices, and stories from GBC-certified funeral homes and cemeteries, as we pivot to meet the growing demand from families seeking a greener way to go.
by Robyn Sechler
IN TODAY’S DIGITAL ERA , it’s increasingly clear that our online activities are closely intertwined with our physical lives. Our daily interactions from social media posts, to emails, or shared photos, don’t just enrich our current existence—they also form a digital presence that often outlasts our physical one. This ongoing digital life presents both challenges and opportunities for funeral and deathcare professionals. Ensuring that both the digital and physical aspects of a person’s legacy are preserved and honored according to their wishes is becoming a pivotal part of modern end-of-life planning.
Our digital footprint is extensive. It includes everything from social media profiles to emails, digital photos, and even online financial accounts, bill pay and ongoing subscriptions. As professionals in the deathcare industry, it’s critical to consider how these digital assets are handled posthumously. The reality is that while almost all of us are active online, less than 10% of individuals have made arrangements for managing these digital assets after death. This oversight can lead to significant issues, ranging from the loss of cherished memories to security risks like identity theft which can complicate the grieving process for loved ones.
Incorporating a person’s digital legacy into funeral planning not only helps in mitigating these risks but also plays a crucial role in creating personalized funerals and end-of-life celebrations that truly reflect the individual’s personality and life story. Digital memorial sites and virtual memorials act as dynamic spaces for sharing memories, photos, videos, and music, evolving as more contributions are added. These platforms allow for real-time participation through live-streamed eulogies and ceremonies, enabling those who cannot attend in person to be part of the service and interact with other attendees.
Additionally, services can incorporate slideshows of carefully selected images
from social media to vividly recount the person’s life story, showcasing milestones and the relationships that shaped their existence. Playlists of favorite songs, videos, and excerpts from online writings can further reflect their interests and sentiments. Interactive digital displays and guestbooks at the service allow attendees to delve deeper, viewing personal artwork and navigating through the deceased’s life timeline.
By seamlessly blending these digital elements with traditional aspects such as eulogies and ceremonial rituals, each funeral service becomes not only a reflection of the deceased’s life but also an inclusive experience that fosters personal connection and engagement for all mourners, regardless of their physical location.
Funeral professionals play a crucial role in helping families understand and appreciate the value of including digital legacies in their loved one’s final arrangements. This process can start with educating families about what a digital legacy is and the various forms it can take. This might involve discussions about the deceased’s social media profiles, personal blogs, online photos, and even their digital art or gaming profiles. Asking questions allows you the opportunity to open a dialogue about what is important to the individual. Here are a few ways to get the conversation started:
• Many families find comfort in preserving their loved one’s digital memories, like photos and videos shared online. Would you be interested in discussing how we can incorporate this into the memorial service?
• Would you like to explore options for creating a memorial that can be accessed or shared even for those who can’t attend in person?
• Would you like help managing your loved one’s online life respectfully and according to their wishes?
“HONORING LIVES ONLINE” explored strategies to navigate the delicate balance between making digital assets accessible to family members for remembrance, while also responsibly managing and shutting down unnecessary accounts to protect privacy and prevent vulnerabilities. By delving into real-world examples, practical steps, and the emotional considerations involved, this presentation equipped funeral industry professionals with the tools to guide families in preserving a meaningful digital legacy while mitigating potential risks.
By recognizing the importance of digital assets and incorporating them into end-of-life planning, we ensure that all aspects of a person’s life are honored and preserved.
Another way to think about digital assets in funeral planning is through artificial intelligence (AI), which can help to simplify complex decisions and customize services. AI can analyze the deceased’s digital footprint to suggest personalized elements for the service. For example, AI tools can recommend music, readings, or even themes for the service based on the deceased’s online behavior and preferences.
their loved ones in a way that reflects both their physical and digital lives. As technology continues to evolve, so must our approach to funeral planning. By recognizing the importance of digital assets and incorporating them into end-of-life planning, we ensure that all aspects of a person’s life are honored and preserved.
Furthermore, AI can assist in the practical aspects of planning by providing options and guidance on costs, logistics, and availability of services. This can include comparing venue prices, suggesting caterers, or even helping to draft and send out digital invitations. For families, this means less time spent on arrangements and more time to focus on commemorating their loved one.
A comprehensive estate plan, including a funeral directive, is essential in ensuring that a person’s end-of-life wishes are respected and executed. A funeral directive serves as a clear guide for families and funeral professionals alike, detailing whether the deceased preferred a traditional burial or perhaps a digital memorial service. This plan can dictate the handling of both digital and physical assets, making the process less burdensome for grieving families. By having a documented plan, families have a roadmap that honors their loved one’s wishes accurately and allows for a personal tribute that reflects the unique life lived.
Our role is to facilitate the integration of digital considerations into traditional funeral planning. This doesn’t diminish the value of classic funeral traditions but enhances them, allowing families to honor
This is not just about the here and now but about setting a standard for future generations, who will live even more of their lives online. It’s our responsibility to provide comprehensive services that address both the traditional and digital legacies, ensuring that each life is remembered in its entirety.
Robyn Sechler, VP of Partnerships at GoodTrust, and co-founder of the Death Care Collective is a passionate advocate for preserving legacies. Robyn has been helping families protect what matters through Estate Planning and memory preservation for many years. Her personal and professional experience has made her an expert in legacy preservation, and she uses that passion to help others plan for their future. In her free time, Robyn enjoys spending time with her husband, 3 kids, and mini-Goldendoodle.
by Christa Ovenell
AHH, THE GOOD OLD DAYS... remember when no one talked about death and dying, when we completely hid the very natural experience of dying from sight, and when funeral directors were the only ones who knew what the heck to do when someone dies?
Those days are history, my friend. The “death-positive” movement has irrevocably changed the conversation around end-oflife, death and dying. And it did this by STARTING a conversation!
Death Cafes, Death Dinners, Death over Drafts…all these things have sprung up over the last decade or so and all of them have one thing in common: they create a space to think and talk about death and dying. The simple act of talking about something we never used to even acknowledge is changing everything. We can either be ready for this change, or we can be wiped out by it: either way, it’s coming.
You’ll find pole-dancing embalmers on Instagram, funeral directors with New York Times best-selling books and Netflix specials, and hospice nurses with millions of followers on TikTok. All these creative folks are part of the death positive movement, but perhaps one of the biggest changes to the landscape for funeral professionals has been the emergence of a whole new profession: End-of-Life Doulas (some call themselves Death Doulas or even Death Midwives).
The reality is that this isn’t a new profession at all. In fact, End-of-Life Doulas have been around for centuries in various forms and cultures. Doulas may have individual specialties (mine for instance is education, so I typically work with families long before they are actively dying); but, in general, Doulas are non-medical professionals who provide holistic support to individuals and families before and during the end-of-life process.
Because Doulas are not yet externally licensed or “certified” and have no national exams to pass before they can hang their shingles, it is hard to know exactly how many there might be in North America at the moment. But trust me, there’s starting to be a lot of them. International organizations like the Death Doula Network International (www.ddnint.com), the International End of Life Doula Alliance (www. inelda.org), and the National End of Life Doula Association (www.nedalliance.org) have robust global membership and facilitate many different learning opportunities virtually and in-person.
There are several routes to “become a Doula.” In the past few years, even mainstream colleges and universities have begun to offer courses in Thanatology and Doula-readiness training! There are also myriad private training options popping up everywhere. No matter where a Doula trains, the one thing that is universally accepted is that there is no “one and done” approach to the work. Just like funeral directors need to take continuing
education, Doulas embrace an attitude of lifelong learning.
Death Doulas are becoming increasingly recognized and valued in modern society. Collaborating with these professionals can enhance the services provided by funeral homes and create a more supportive environment for families.
There are SO many ways to collaborate with Doulas. While many of them are extremely well-versed in what happens before and during the natural dying process, not many of them have extensive knowledge of what funeral homes do and who funeral directors are. Some work exclusively with families who want to take care of every aspect of their loved-ones’ disposition, from paperwork for registering the death to transportation to even building the casket and digging the grave.
But the reality is there are very few families like this. Many folks want support after death, support that a caring funeral director who is willing to collaborate would be able to provide. Most Doulas can’t provide that support. That’s where a strong, mutually supportive collaboration could benefit us, the families we serve, and the emerging Doula profession.
EATH’S APPRENTICE EDUCATION & PLANNING DEATH CAFES , end-of-life doulas, and “Tik Tok” morticians — this isn’t your grandpa’s funeral parlor. Over the past ten years, “death-positivity” has swept into fashion among the younger generation. Christa demystified death doulas, Instagram memes, and why your new apprentice has tattoos.
The funeral profession has either ignored Death Doulas or treated them like a threat. They are far too important to ignore, and the furthest thing from a threat to our business: they are natural allies, committed to the ideals of embracing ritual, ceremony, and fostering meaningful legacy. They are a rich resource for families: families who are finally beginning to treat death as part of life again, thanks in large part to the last decade of work done by pioneers in the Death Positive movement.
Embracing the foundational pillars of the movement: transparency, education, and empowerment can solve all sorts of problems facing the funeral industry right now. There is a pervasive lack of trust for funeral directors, but Death Doulas are media darlings now: the general public is eager to learn more about what they do and how they do it. I don’t know if we’ve ever been able to say this about our profession. And that’s a shame.
You and I both know that funeral directors are exceptional people, doing really incredible work. Wouldn’t it be nice if we could shift public opinion, so everyone could understand these truths?
I think we can! But I don’t think we can do it alone. Instead of being fearful of or suspicious about end-of-life Doulas, we should begin conversations. Invite them in. Get to know them and their organizations. Offer support, because remember: many Doulas may be very knowledgeable about dying, but not necessarily about what happens next.
If we can build trusting and mutually beneficial relationships with local Doulas, we will be able to serve families better. It’s as simple as that. And after all, that’s what we have all staked our reputations on, right?
Would you like to get to know more about who the Doulas are in your community, how you could connect with them, and what opportunities for collaboration exist? Drop me a line: hello@deathsapprentice.ca. Let’s talk about what really matters!
Community educator, funeral director, and end-of-life
Doula Christa Ovenell is the founder of Death’s Apprentice Education & Planning. Her heartfelt, practical approach to tackling difficult topics helps guide people toward inspiring life decisions. Christa holds a Master’s of Education from UBC and could be heard frequently on CBC’s North by Northwest, where she brought her signature warmth to all manner of discussions about end-of-life matters. Find her on Instagram (@deathsapprentice.ca) or on her website: www. deathsapprentice.ca.
by Shun Newbern, MS, BS
THIS ARTICLE WILL TAKE A CLOSER LOOK AT EMBALMING the autopsy case, various techniques to maximize the end results associated with challenging embalming issues associated with post examinations.
When embalming an autopsy case, a high concentration of chemical should be used as needed; used improperly and too quickly may cause the dehydration (burning) of the vessels to prevent good circulation. While embalming and treating the autopsy case it will require good ventilation and the use of a well fitted respirator for the embalmer.
An accurate and thorough case analysis is the first key toward successfully embalming of any decedent. These mixtures and formulas will vary based on the condition of the decedent – from moderate to poor. With all things considered, additional chemicals and treatments may be necessary to achieve thorough preservation of the tissues.
Apprentice and intern embalmers who have embalmed less than 100 cases should make a very strong effort not to mix chemical brands (the exceptions to the rule are for some co-injectants or dye enhanced chemicals). Mixing brands to enhance the strength is for experienced embalmers or apprentices under proper supervision. Due to the open drainage system of the
autopsy body, one must add 16oz to 48oz more of chemical because of chemical loss in the cavity. After arterial injection of the open cavity, the body must be treated hypodermically to prevent premature decomposition and odor.
Hypodermically treat:
• Shoulder
• Back
• Neck
• Flaps
• Buttocks
• Breast of female subjects
• Between buttocks / genitals
• Cranial / Scalp
• Corners of Cranial incision, behind and below the ears
• Various portions of the face if carotids are damaged, under direction of licensed embalmer (entry points should be inside the mouth, nose, etc.)
• Digitals - due to poor circulation, discoloration, or the loss of natural contour
• Internal cavity, rib cage, thoracic and abdominal flaps
• Topical gel is brushed onto the areas. The purpose: adds preservation possibly missed, reduces tissue gas
Shun Newbern CFSP, Metropolitan Mortuary
THIS PRESENTATION identified several ideas and suggestions to help funeral directors and embalmers better promote services through embalming. It identified methods that can be employed to better improve staff’s personalization and good restorative art skills when meeting with family members. The attendees learned proper chemical selection, chemical mixture, arterial injection and post treatments of tissue to minimize the risks for excellent art application.
The internal cavity should be dried with a phenol solution. This includes all exposed tissue including rib cage, neck area and flaps. Special attention should focus to be possible leakage areas, i.e. corners of “Y” incision at the shoulders, end of “Y” near genital, as well as the vaginal or anal area internal cavities.
At the corners of “Y” incision, create a 1-to-2-inch pocket on the inside corner of the incision. Fill the pocket with a combination of incision powder, putty or compound. This pocket will serve as a reservoir for any possible fluid. (after suturing, one can press on the putty to “fill” the sutures from the inside).
Remove, drain and dry the viscera from viscera pail. The more drenched and soaked the viscera is, the more possible the viscera will later leak from sutures and cause possible purge through the mouth and nose if the pathologist has removed the trachea and tongue. Purging while the case in repose is unacceptable.
Viscera should be returned to cavity in a viscera bag, well powdered with autopsy hardening compound, action powder (for odor) and viscarock plus (for additional preservation and drying). Dry viscera is the goal. Protect the viscera bag from suture needle sticks with layers of cotton or sheets of paper followed the use of incision powder to assist in keeping the incision dry and preventing leakage. There are several sutures used on the cavity, it should be tight. For every shipping case I use a tight, close baseball suture to close the cavity.
The calvarium and the internal cranial should by dried with a phenol solution. • Circle of Willis and Foramen Magnum should be packed with mortuary putty and absorbent cotton.
• All exposed tissue (scalp, temporalis) should by dried and treated with a phenol solution.
• The cranial cavity should have weight and/or a drying agent for any possible leakage. Add weight with mortuary putty or plaster of Paris. Also add autopsy compound, embalming powder and then absorbent cotton to the area.
Replacing the dry calvarium should be done with care and skill. Use some type of calvarium claps or attachments, one on each side (hide behind temporalis muscle) requiring two small notches. If you prefer the injection needle wire, place on the sides (will require two small holes on each side of the cranial. Caution should be taken if using cement or bonding glue. At some point with the body is moved from the table to the casket the glue could become unsecure and shift the calvarium.
plastic body coverage. You should line the bottom of the body suit with absorbent pads, embalming powder.
I have presented techniques that I have used in my short 30 years in the prep room and they work. This profession began when the sum total of what we had to offer was our technical skills. Can our profession afford to devalue those skills? The preservation and restoration of the dead is the foundation of our profession. The measures to lower use of quality embalming chemical, refusing to offer raises to skilled embalmers, and willingness to hire the lowcost trade embalmers, all deprive the mission toward excellence. Decedent preparation is an integral connection to funeral home management. The truthfulness of our profession lays in part in our efforts to do our best to serve our families.
Care should be taken in treating the cranial to allow the flap of the scalp to reflect forward for only a minimum of time to prevent wrinkling and disfigurement to the forehead or scalp. Check the anterior and the posterior scalp flaps for preservation; if lacking, use small hypodermic syringe and needle to treat the scalp with strong arterial or cavity chemical to help dry the tissue. Nugget of truth: if the tissue is soft and lacks preservation, it will leak body fluid.
Dust the posterior scalp with autopsy compound, embalming or incision powder.
Form a small pocket in the corners of the scalp and fill the area with powder and putty. This pocket will serve as a reservoir for any possible fluid. (after suturing, one can press on the putty to “fill” the sutures from the inside).
Suture the scalp with the baseball stitch, starting on the viewable side. Being a left-handed embalmer, this was very difficult treatment to master. Use a small needle, stitching close and small. Long hair in sutures increases chances of leakage so you must pay close attention to hair entangled in the sutures. Thoroughly condition and shampoo hair – rinse and repeat.
Before the decedent is placed into the holding area or cold storage, place a final topical pack on the posterior. A low index cavity chemical as topical treatment under the back and buttocks for 24 to 48 hours is a good precautionary practice. This practice can be used on regular, non-autopsy cases and obese cases as well. This simple treatment will result in well preserved, odorless tissue that is overlooked.
To prevent “shell embalming” to the head area, use every possible measure to embalm by raising both carotids, including hypodermic treatment with a small syringe. Topical packs on the face should be a last resort, but a limited requirement. Topical packs can distort the facial features, alter the natural color of the subject and causes additional time to restore the needed or desired color prior to viewing.
Before dressing all subjects protect the clothing by sealing the sutures with glue, covered with sheets of cotton, glue and plastic. Reduce leakage and odor by packing orifices (some circumstances will require suturing orifices). For more challenging cases use
Shun Newbern, MS, BS is an embalmer, funeral director, speaker, consultant on funeral service issues and the owner of Metropolitan Mortuary, Jurupa Valley, CA. He can be reached at shunnewbern@aol.com or visit www.
shunnewbern.com .
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by Tiffanie Kellog
WHETHER CUSTOMERS COME THROUGH YOUR DOOR because they require planning for a loved one after a loss or they come to you to prepare for the end of life, communicating with your customers can be easy when you consider the Platinum Rule.
Most people are familiar with the Golden Rule: Treat others the way you want to be treated.
While the Golden Rule means well, there is an inherent flaw.
Most people DO NOT want to be treated the way YOU want to be treated. They prefer to be treated the way THEY want to be treated. This is the Platinum Rule™!
It is a different perspective since the majority of the population prefers to be treated differently than you. This will make a massive impact on the interactions you have with people in your world.
By treating people the way that THEY want to be treated, from those vital initial seconds of meeting each other throughout the entire process, you will attract more clients and have smoother transactions because you are more relatable.
In the 1920s, Dr. William Marston created DiSC, which is a behavioral styles assessment tool that helps people identify themselves and others by categorizing the styles into four primary styles: Dominance (Go-Getter), Influence (Promoter), Steadiness (Nurturer), and Conscientiousness (Examiner).
• Definition: an enterprising, hustling type of person
• Synonyms: achiever, self-starter, doer, high flier, live wire
• Apparel: They like to look good and often will wear name-brand clothing, especially suits.
• Jewelry: all gold or silver, though not both at the same time.
• Gestures: forceful and commanding
• Handshake: strong and dominate
People are a mix of all four behavioral styles, in varying degrees of intensity. While all people have a mix of all the styles, most people have 1 or 2 styles in which they are dominant.
Because the goal is to use the Platinum Rule™, you must learn to identify people’s styles. There are clues to discerning a person’s behavioral style, you just have to look for them! Here are a few of the clues for each style.
N THE INTRICATE WORLD OF THE DEATHCARE PROFESSION , where every interaction is layered with emotions and expectations; understanding behavioral styles becomes paramount. Tiffanie Kellog invited you to this presentation where insights meet actionable strategies. In this session attendees mastered the art of swiftly discerning the behavioral styles of those you interact with and learned how to harness this newfound knowledge to enhance interactions, whether with pre-arranged or at-need clients. At the heart of this program lies the Platinum Rule — a principle that goes beyond the golden standard. It’s about treating individuals the way they want to be treated. By embracing this philosophy, deathcare professionals can navigate client relationships with heightened empathy and efficiency. Such an approach streamlines the process while enriching the experiences for all parties involved.
• Word Choice: first and last name Language: achieve, bold, confidence, gutsy, take charge, the best
• Vehicle: Prefers performance-based luxury vehicles with innovative technologies and bold colors.
• Definition: an active supporter, someone who urges the adoption of, or attempts to sell or popularize someone or something
• Synonyms: advocate, supporter, influencer
• Apparel: colorful and fun, patterns
• Jewelry: Bling and lots of it!
• Gestures: over-the-top and expressive
• Handshake: quadruple pump (shaking the hand several times)
• Introduction: smiles and their first name
• Word Choice: awesome, enthusiastic, fun, hope, optimistic, terrific
• Vehicle: Enjoys eye-catching and trendy vehicles with custom add-ons and possibly a convertible or sunroof.
• Definition: someone who gives tender care and protection to a person or thing especially to help it grow or develop
• Synonyms: to encourage, to foster the growth of, to cultivate, to flourish
• Apparel: comfortable, neutral, or pastel
• Jewelry: sentimental pieces
• Gestures: soft
• Handshake: may use the other hand to cover the handshake or touch the shoulder
• Introduction: first name, if at all
• Word Choice: authentic, calm, help, meaningful, relate, truly
• Vehicle: Chooses reliable, family-oriented vehicles with top safety features and comfortable, neutral-colored interiors.
• Definition: to inspect or analyze a person, place or thing in detail, to test the knowledge or skills by asking questions
• Cremation: Consider cremation for practicality and efficiency, appreciating flexibility and cost-effectiveness.
• Alternatives: Prefer alternatives that showcase innovation and prestige. May prefer natural burial, green burial, or bio-cremation for innovative and environmentally friendly options.
• Burial: Prefer burial for its emotional impact and potential for personalization, often selecting elaborate or scenic burial sites.
• Cremation: Choose cremation for its versatility, planning unique memorials or creative ash scattering ceremonies.
• Synonyms: auditor, inspector, surveyor, assessor
• Apparel: darker colors, maybe slightly outdated as fashion is not typically of high importance
• Jewelry: practical, like watches, wedding ring, or glasses
• Gestures: minimal
• Handshake: single pump (maybe with a head nod at the end, checking off that the handshake is complete or a small step back to give plenty of room)
• Introduction: First and last name
• Word Choice: efficiency, analyze, consistent, order, reserved, through(ness)
• Vehicle: Opt for practical, well-reviewed vehicles with organized interiors, subtle colors, and economic choices.
Now that you have a better understanding of the 4 styles, you have the opportunity to treat them the way that THEY want to be treated when they come to your business.
Each style is motivated by different aspects. When it comes to choosing how to spend their afterlife, each style approaches this decision differently, even if the outcome (whether it be burial or cremation) may be the same. As for the alternatives to the most common two, the styles may be attracted to different methods.
• Burial: May opt for burial due to its perceived permanence and tradition, choosing prestigious cemeteries or exclusive plots.
The Iris is a beautiful lightweight polystyrene unit ergonomically designed to be handled easily by a single person. The exterior is offered in white, pink marble and blue marble while the inside features a soft majestic interior to coordinate with the exterior. The cover features a butyl seal around the perimeter and a flat top for optional graphics. All colors are available in 18” and 24” units.
Prefer cremation for simplicity and eco-friendliness, opting for intimate ash scattering or environmental
Opt for alternatives like tree burial, memorial forests, or natural burial to honor nature and promote
Analyze practical aspects like cost and regulatory compliance, choosing burial for stability and predictability.
Prefer cremation for efficiency and cost-effectiveness, researching options to meet specific
Consider alternatives like space burial, cryonics, eco-friendly burial, or donating body to science for practical and forward-thinking options.
During your meeting with the prospect/ client, you may wish to keep in mind these
Be brief & specific; get to the main point
Focus on action-based results
Don’t get bogged down in details
Follow up with email facts in bullet points or with a brief call
Keep conversation friendly and let them
Keep it light-hearted as possible, given
Avoid giving a lot of reading material
Highlight the most important facts
Follow up with a phone call or text, or
• Be sincere, listen carefully and stay present
• Be agreeable and non-threatening
• Allow time to digest the conversation
• Use feeling words
• Do not push them into action
• Follow up with a phone call
With an Examiner
• Be focused and concise while supplying clear and accurate information
• Eliminate surprises as much as possible
• Anticipate their questions and have credible answers
• Allow time to process information
• Speak in terms of facts & outcomes
• Follow up with a concise email
Often, your meetings will include more than one person and, likely, more than one behavioral style. Remember to be considerate to all present for the process. Using the Platinum Rule™ with your prospects and clients will allow you the opportunity to connect better and the entire process will be smoother for everyone involved.
In January 2024, Tiffanie Kellog was in Las Vegas to keynote the ICCFA’s DEAD Talks and back for the 2024 Conference to help ICCFA members MAKE MONEY, SAVE TIME, and have FUN! Whether sharing her expertise (in her southern accent) on referral marketing, networking, or maximizing your time, Tiffanie is sure to knock the socks off the audience with her fun and entertaining presentations to help create
RESULTS in their world!!! This content is from the Communicating with Ease presentation by Tiffanie Kellog at the ICCFA Convention in Tampa, April 2024. Should you want to get the free pdf with additional details (including the motivation behind each style choosing to pre-plan, how to tell behavioral styles based on voicemail/email/text/etc., and what type of casket or cemetery they might like, please visit https://moreabundantentrepreneurs.com/ iccfa.)
Be their knight in shining armor.
When families need to transport a loved one, it’s up to you to make sure the ship-out goes as planned. That’s why there’s EWA — your one-call airline resource. Our transportation experts search all available flights, handle the reservation, pre-pay the charges and proactively monitor the status through the entire process. And you? With one call, you’re the family’s hero — earning their loyalty for generations to come.
by Karen Sheean
IF YOU ARE A LEADER OF PEOPLE , chances are you think about recruiting, developing, and retaining your team members every day. It is also important to bring engagement into your daily thoughts on people as well. As leaders, we don’t just want people to show up for their shift each day (although that is a good place to start), we need them to be fully engaged. They should look forward to coming to work each day, provide exemplary service to the customers they interact with, and want to grow and develop with your organization for years to come. As a leader, it is your responsibility to make sure that the environment is set up to make that happen.
Roadmap
In my leadership work with multiple organizations over the past 25 years, the process of creating a workforce engagement roadmap, regardless of team size, has proven to be a successful approach to adding the right talent to a team and developing and retaining those that are in place. Here are three main components of the roadmap:
Assess your Current State
• Hold effective, recurring 1:1 meetings with your team members. Ask:
• What is your biggest challenge?
• What would you change in your work environment?
• What do you need that we are not providing for you?
throughout the organization and providing visibility to pay growth through promotion?
• Lead daily stand-up meetings with the entire team.
• 15 minutes or less.
• Provide everyone a chance to contribute.
• Recognize individuals.
• Surveys
• Multiple choice and open-ended questions.
• Only put out a survey if you are committed to making some changes shortly after.
• Pay
• Is your base pay competitive within the market?
• Are you practicing pay transparency
Karen Sheean, Everstory Partners
ONE OF THE BIGGEST CHALLENGES facing leaders in both cemetery and funeral operations today is recruiting, retaining, and developing an engaged team of employees. Getting compensation right will result in someone accepting a role, but daily engagement will create a sense of purpose, belonging, and trust, resulting in happy employees who want to stay with the organization/industry for years to come. Participants who attended this session walked away with concrete actions and an understanding of how to build a roadmap for employee engagement.
• Do you provide merit increases based on individual performance?
• Are your payroll practices effective and efficient? Is getting paid easy for employees?
• Work Environment
• Do all your team members have functioning equipment to do their job?
• What do your team member restrooms and break room look like? Would you be comfortable with customers using them?
• Have you created a culture of belonging? Can employees come to work each day as their authentic self?
• Learning & Development
• Are new team members trained effectively before becoming responsible for their role?
• Do you provide ongoing training and development opportunities for all team members?
• Does each team member have an individual growth and development plan with key milestones and check ins?
• Are you continuing to invest in your own leadership development?
As you are building your roadmap, it is important that you involve the entire team. They will help you prioritize the biggest pain points that are impacting recruitment, development, and retention at your location or in your organization. You can then turn the solutions to those pain points into goals on your roadmap.
As you determine what goals you will want to accomplish over the next 90 days, 6 months, or year, be sure to select what you can confidently afford, assign resources to, and effectively execute. If you select a
Great leaders are great storytellers. They tell stories to inspire, to clarify, and to gain buy-in within their team and their organization. Once you have your workforce engagement roadmap built, tell the story.
goal that you know you will not be able to budget for, you will only create a false start and frustration within your team.
If you believe in your roadmap, you can get others to believe in your roadmap and support your efforts. Sharing the story frequently and consistently will help you achieve your goals.
Just as important is also thinking about the return on investment you will see by completing the goals on your roadmap. Focusing on workforce engagement contributes real dollars to your bottom line. How much will you save on recruiting efforts if you invested in the employee environment to reduce turnover? How many new sales can you produce if you invest in a training and development program?
Great leaders are great storytellers. They tell stories to inspire, to clarify, and to gain buy-in within their team and their organization. Once you have your workforce engagement roadmap built, tell the story. Weave it into your 1:1 meetings, stand ups, and larger team meetings.
Be sure to share with your supervisor, manager, executive team, or other key stakeholders. Share the story of what you are building, the successes you are achieving, and the lessons you are learning.
Karen Sheean is an innovative executive with over 25 years of leadership experience and currently serves as the Chief People Officer for Everstory Partners where she provides senior HR counsel and oversees HR operations, including recruitment and engagement, learning and development, total rewards, and people operations and quality. Karen holds her bachelor’s degree in education from Ohio University, her current SHRM-SP designation, and is currently pursuing her Master’s Degree in Organizational Leadership.
“Dad
by Joe E Pray
didn’t want a funeral!” “He didn’t like funerals” “He said don’t do anything for me”
When we hear these statements, we as funeral professionals need to use the uncommon response and ask, “Why might he have said that?” It may be in response to an excruciating final illness. A normal reaction for anyone under severe stress is frustration and anger. That state of mind may inspire the “I don’t want to do anything” reaction.
Or it may be the “I don’t want to be a burden” mentality.
Or dad may have been turned off by meaningless funerals he had attended in the past.
In any case, dad misunderstood the reason we have funerals:
It’s not FOR him…it’s ABOUT him...it’s FOR his family. A meaningful funeral draws family together with support from the community to help them through the difficult days following a death.
Think of grief as a long journey, maybe a 1,000-mile trip that no one wants to take. Most people drive a car on a long journey. Think of the car as the funeral and the
people gathered around to support the family on their journey.
But Dad is saying, “Don’t buy that car for the trip. Ride your bicycle. That’s cheaper.” You’ll be all by yourself, no help, no support, and the journey will be more difficult and much longer.
Another of the common statements is, “Dad just wanted us to have a party.” Families who say they are going to do something later are acknowledging that they need to do something; however, they are relying on the misguided thought that if they wait, the grief will subside and then they will have a “life celebration” when they feel better. But grief won’t go away if ignored.
Our firm has helped many families with those “memorials at a later date.” In most cases their reaction is a great sense of relief, and they often say, “I wish I would’ve done this earlier.”
Another challenge facing our profession are Do-It-Yourself memorial services. These are often held at a local Eagles Club, Moose Lodge, or other places with a hall, tables and chairs. This movement may be partly a result of funeral professionals making our job look easy to the consumer. They think all we do is set up chairs and arrange flowers and pictures. They don’t realize ALL the other behind the scenes details that we take care of.
The question to ask the DIY family is, are you better off on your own? Are you creating additional stress for yourselves by arranging the details for such a service? That is the funeral professional’s job, taking care of the details to relieve the family’s stress.
SPEAK UP when families make those statements. Don’t be afraid to speak up and educate the family about the value of the life celebration now rather than later. Start by sharing research.
Dr. Alan Wolfelt of the Center for Life and Loss Transition shares that “the funeral can help dose a family with all of the Six Needs of Mourning.” One of those needs is to “Reach out for and accept the support of others.”
Dr. John D. Canine of Maximum Living Associates, Inc. outlines 7 Social Benefits of a Funeral, two of those state:
• Funerals provide community-wide support for mourners, implying a sense of shared loss.
• Funerals provide structure for the behaviors of the mourner
• A mourner is in a structured setting rather than feeling without guidance on how to react and behave in light of the loss
• A mourner focuses their attention outside of the self rather than dwelling on their inner pain.
The family that denies themselves a funeral or memorial misses these benefits if they have isolated themselves sitting at home alone on the couch with no service.
The Foresight 2023 Funeral and Cemetery Consumer Behavior Study says:
• 25% say they would like a traditional remembrance to take place at a funeral home
• 31% say they would prefer a remembrance off-site,
• 44% do not know where they want their remembrance to take place
• 77% of cremation families want a life celebration of some type
That suggests opportunities for funeral professionals to develop meaningful memorialization options.
Based on the research that says a funeral is helpful and most consumers want memorialization, our firm uses 8 simple steps to help funeral resistant families.
The best solution to help families through their reluctance to engage in a meaningful memorial is to use our imagination. We have seen firsthand how our use of imagination has encouraged “no service” and “minimal service” families to consider memorialization in some fashion.
In one service, we used the stories of the deceased’s interest in Star Trek to develop a Star Trek Funeral utilizing his Star Trek collection and building the service around Star Trek quotes that he often used in conversation. We even dressed our staff as
Star Trek Officers which pleased the family and surprised their guests. It set a positive mood for the memorial.
As you interview the family, take notes of things from the person’s life story that can be illustrated through displays or vignettes at the memorial.
Use a special place that had meaning to the deceased for the setting of their funeral. We have developed agreements with our local Performing Arts Center, baseball stadium, parks and museums. And don’t forget the setting of a family farm. These places help express the deceased’s life story and capture the imagination of families within your community.
Share examples about possible personalization ideas based upon the deceased’s life story during an arrangement conference.
Share examples during a telephone shopper call. Mentioning it during “shopper calls” differentiates your firm from others. Personalization may even be introduced in a direct cremation inquiry.
Nancy Weil, Member Resources Director of International Order of the Golden Rule, suggests the simple statement, “It has been our experience that every life truly needs to be honored. Many families have found that gathering to tell the stories about their loved one was extremely comforting. Could I email you some of the ideas that we have developed for families like yours?”
Consider developing a simple digital brochure or booklet that shares some of those ideas to email or use online.
As you develop creative memorials in your community, families will call your firm because of your reputation of being creative. In some cases, they already have a theme or elements in mind to help create a meaningful life celebration for their loved one.
Viking Funerals and Star Trek — Dare to be Different Joe E Pray, Pray Funeral Home, Inc.
F
IVE-TIME ICCFA “KEEPING IT PERSONAL” WINNER Joe E Pray talked about the mindset of the current funeral consumer, specifically their preference for celebrations of life, which often result with families choosing to “Do It Yourself” (DIY). He explored reasons behind their choice to circumvent the help of professional funeral directors and planners and gave examples of using imagination to suggest meaningful and creative ideas during the arrangement conference.
Ask your staff members for their ideas. They will be more involved in the implementation if it’s their idea. I believe, and our staff knows, that if we make the service more creative, the family is happier and the staff is happier. Foresight’s 2023 Study also mentioned that staffing shortages will continue to be a problem in our profession.
Using imagination to create meaningful and creative services may help retain staff.
Build props to illustrate life stories. We have repurposed leftover materials from projects to build props including a small fishing boat, a putting green or a sandcastle to place near the casket to illustrate a
deceased’s stories. In another case we utilized bowling pins and a pool table to tell the story. It really captures attention to see guests recreating a friends “signature shot” on the pool table at visitation.
Strassacker offers a full range of products in bronze, aluminum and stainless steel for crypts, niches and ground memorialization. We are proud to partner with you and your businesses to serve your families and memorialize their loved ones.
Strassacker Bronze America, LLC
Phone: 859-534-5218
sales@strassackerbronze.com
In many cases, the family is willing to pay the extra expenses such as personalized memorials, special photos that are developed, or other items. Our firm may absorb some expenses, treating them as a marketing expense. The biggest expense might be services you won’t have if you aren’t using your imagination to provide meaningful options.
We have adapted the phrase, “Use it or lose it” to say, “Use your imagination, or lose part of your income.”
We do all this to help families begin the journey through loss. Dr. Canine points out that during the funeral, “...the community opens its arms to offer social support for the griever and extend concern for the individual’s wellbeing.”
By developing imaginative funerals and memorials, our staff has witnessed the healing a family experiences by being surrounded by community during a meaningful memorial. As further proof, the family’s many words of thanks and appreciation emphasize the value and importance of what we do.
Joe E Pray is a fourthgeneration funeral director in his family’s Centennial funeral firm in the small town of Charlotte, MI. He learned early on in his career that most people don’t like funerals, don’t want to talk about funerals, and don’t want to attend funerals. With that in mind, Joe E has worked to make funerals meaningful using imagination and creativity. The imaginative funeral planning that has developed at Pray’s has resulted in many over the top funerals that family and guests felt were helpful healing and uplifting. As a result, their community has grown to understand the healing possibilities of memorialization.
Sarah has been absolutely amazing! Her ability to take care of our claims in a timely and informative way is Top Notch. Sarah makes my job easier and I hope to always have her by my side for my fundings!
-Edward Ward
Having been a person heavily affected by tragedy and death I find it comforting to offer support to others going through these difficult times. We at C&J Financial strive to be a source of information, comfort, advice, and relief to the families and funeral homes we service. It is with great pleasure that we serve with compassion, understanding, but also a mindset of doing what's best, not only for the financial success of the funeral homes, but for the families which they serve. There may be no greater industry than the funeral industry that encapsulates empathy and humanity, I count myself privileged to work with funeral directors with a tireless work ethic and desire to serve their community.
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by Brent Patterson
Kylie Williams entered the world just three short months after her father, along with 167 others, was killed in the Oklahoma City bombing on April 19, 1995. Born with special needs, it was 29 years later that her grief began to surface. This is her journey turning grief into gratitude.
“I just want to feel his presence.”
These words from a sweet 29-year-old who never had a chance to meet her father began a journey that no one could have predicted. Every story begins somewhere, and Kylie’s story is more complicated and poignant than most.
Scott Williams was a 21-year-old from Tuttle, OK. He had been married for over a year to Nicole and they were planning their future, as he attended school to become an educator and coach. They were looking forward to the birth of their first child.
Scott had made the decision to get a job that would support their growing circle and sought out a position with Wm. E. Davis Foods. He had just finished his six-week training and orientation and was ready to begin driving a route in Clinton, OK.
On that fateful day, he was headed downtown to deposit a check and pick up bedding for the nursery. However, his co-worker needed him to make a sales call for him and he was happy to oblige. The destination was America’s Kids Daycare Center at the Alfred P. Murrah Federal Building. He told Nicole that he was going to make this run and then go deposit his check and pick up the nursery bedding.
As soon as Nicole heard of the bombing, she knew in her soul that there was a possibility that Scott had been there. She tried paging him several times, but the pages did not go through. Fear and worry continued to grow until finally the family heard the heart-stopping news.
Nicole knew that she had to be of two minds—to take care of her husband and to lay him to rest amid the emotional chaos of
this unprecedented time in our city, and to take care of her unborn child, the living link to Scott. She tried to avoid much of the press and public exposure, protecting her privacy and her heart.
When this little girl arrived, Nicole named her Kylie, the name that she and Scott had chosen together. When Nicole was asked what that day was like for her, she reflected “bittersweet.”
Even though there were signs at birth that Kylie might have some developmental issues, for a time she was hitting the milestones of early years. Soon it was clear that there were bigger concerns that needed attention.
Nicole has spent years trying to find answers for the specific deficits that Kylie has. She has been diagnosed by multiple doctors over the years, but never have they come to the same conclusion. Kylie was just Kylie, a complex and puzzling little girl with a wide variety of developmental disabilities.
Nicole made the decision to keep some distance from the activities that were offered to the victims’ families and survivors. She had no interest in attending the trial, she did not want to be involved in the design of the memorial, and she chose not to attend the ceremonies and the annual honoring services. Her attention and her energies were focused on raising her daughter whose special needs demanded 24/7 care.
She would tell Kylie stories about her dad and how special he was. But she never thought that the public events would be helpful or meaningful for her young daughter who was just trying to understand why her daddy wasn’t there. When Kylie was 8 years old, Nicole married Tim Flick and together they had two sons, Kaden and Kale.
Kylie had been struggling internally with so many questions about her dad. She worried that she had never met him.
As Kylie left the protected environment of school, Nicole and Tim knew that they needed to find a way to help her adapt to the world as an adult. Kylie struggled with taking directions, with her own feelings, with frustrations at the barriers in her abilities. She despaired that she would never be able to find a job that suited her, that she would never be able to live independently.
Then, two unlikely friends came into her life and made a world of difference. A few months ago, Dawna Patterson had made the monumental decision to move to a new home. Nicole offered to help her unpack and get settled and, of course, brought Kylie with her. Kylie found a new friend in Dawna and began holding long conversations about whatever was on her mind that day.
Brent Patterson, the managing funeral director at Tribute Memorial Care Southwest in Tuttle, was there helping his mom finish the move when Kylie approached him and asked if she could visit with him. Little did anyone understand how life changing all of this was going to be.
Kylie had been struggling internally with so many questions about her dad. She worried that she had never met him. She worried that she didn’t do something to prevent his death, even though she wasn’t even born yet. She wanted answers about what had happened and didn’t know how to find them.
Notwithstanding her limited cognitive ability, she knew in her heart there were pieces missing. Brent listened as Kylie talked and asked questions. He recorded their visits and shared them with Nicole, who was surprised and shocked at the depth of Kylie’s anguish, concern, and confusion.
Brent asked Kylie what she wanted to do. She said she wanted to see the Memorial. She wanted to be on that sacred land and see what had happened. “I just want to feel his presence,” she said.
“We’ll make that happen,” Brent told her. Nicole bravely agreed to go with her daughter to the place that she had avoided for 29 years.
On a beautiful day, March 7, Kylie, Nicole, Brent, and several other supportive friends arrived at the Oklahoma City National Memorial. They were greeted by Kari Watkins, CEO of the Memorial, who had been a part of their lives over the years. The group was given a personal tour. Kylie was interested in the pictures and the displays that greet each visitor.
Then, while seated in the first room listening to the recording from the Water Resources Board and filled with anticipation, Kylie held Brent’s hand tightly and leaned over and said, “He’s getting ready to die, isn’t he?” Brent nodded. Somehow, Kylie knew that she needed to experience this moment that changed her life even before she was born.
She was mildly interested in most of the displays but was thrilled when she saw one of the buttons that had hung on the memory fence that said, “Kylie’s daddy”. She watched his individual story on the computer and went into the room of honor to see his picture in its individual niche.
Nicole kept a close eye on her only daughter, the link between the past and the present. But she also allowed herself to experience the sights and sounds and memories of those hard days and the healing that this powerful and emotional Memorial promised with dignity and respect.
The group stood around Scott’s memorial chair while Kylie sang to her daddy. This was her tribute. This was her funeral. This was her goodbye that she never had a chance to say. She laid flowers and placed her hand on the memorial wall. She said she could feel his presence in this place where so many have come to remember.
As Kylie understood the magnitude of what her dad’s life and death meant, she found a new determination to become more grown up to honor him and everyone who had worked so hard to keep her safe and secure.
Kylie participated in the Run to Remember 5K. She showed up with her smile and her determination to complete the run in her daddy’s honor. Brent promised to run alongside her. And even though he insisted that they walk the 5K, Kylie was escorted to the front of the participants and took off like a shot running the entire way, with Brent doing his best to keep up.
They attended the 29th anniversary Service to Remember and heard Scott’s name called. They stood among all those who came to honor and celebrate, and to grieve and to find resolve to continue.
It was a busy few months of new experiences, of finding resolutions, of finding a new level of development. As Kylie understood the magnitude of what her dad’s life and death meant, she found a new determination to become more grown up to honor him and everyone who had worked so hard to keep her safe and secure.
Blocked, Burned Out, Blasé: How to Engage Your Staff to Become Creative and Enthusiastic Professionals
Glenda Stansbury, InSight Books
Brent Patterson, Tribute Memorial Care Southwest
One of the most pressing issues in funeral service today is staffing. Finding and keeping funeral professionals is an on-going topic of conversation. Statistics show that within the next 10 years, approximately 2,000 Baby Boomer funeral directors will be retiring. Statistics also show that mortuary school enrollment is up 24%.
So, why are we struggling to find people to hire, while watching other staff walk out the door? Perhaps it’s time to think differently about work culture, support, and expectations to provide an inviting and healthy work environment. The presenters provided ideas, suggestions, and food for thought as we look toward the future of our profession.
Kylie was hired at St. Anthony’s and takes great pride in greeting people and delivering flowers. She loves going to her job and is learning how to adapt to a professional setting where she must understand instruction, training, and expectations.
Then the conversation about a celebration began. What would it look like to have a special 29th birthday celebration that also incorporated her own goodbye to her dad, to thank all the important people in her life, to go to a store and try on beautiful dresses to represent all the ceremonies of life, to invite everyone to celebrate her next steps on this journey? As Brent Patterson said, “Why wait to celebrate?”
On Saturday evening, July 13, friends and family gathered to celebrate and remember. Tribute Memorial Care Southwest and Brent provided all the elements and hospitality to make the night very special with support from so many caring and generous vendors— namely, Glenda Stansbury, a Life Tribute Celebrant, who offered the words of gathering.
All because Kylie needed to feel the presence of her daddy. She needed to know his story so she could make sense of her own.
Visit https://bit.ly/3yl0fzY or scan the QR code to view the video of Kylie’s “Don’t Wait to Celebrate” celebration.
Brent Patterson is the managing funeral director at Tribute Memorial Care Southwest in Tuttle, OK..
By Jennifer Muldowney
IN RECENT YEARS , the funeral industry has witnessed a significant rise in the demand for celebrants. This shift is driven by several factors, including the increasing number of families without church affiliations, the growing popularity of cremation, and evolving expectations for personalized tributes. Understanding these trends is essential for funeral directors aiming to meet the changing needs of their clients and sustain their businesses.
A major driver behind the growing demand for celebrants is the increasing prevalence of the “nones”—individuals who claim no religious affiliation. According to a survey by The Associated PressNORC Center for Public Affairs Research, about 30% of U.S. adults fall into this category.
Since 2007, the number of religiously unaffiliated adults has grown by nearly 19 million, reaching approximately 56 million. This group, second in size only to evangelical Protestants, has unique preferences when it comes to end-of-life rituals.
For many of the nones, traditional religious services do not resonate with their personal beliefs or lifestyles. They seek non-religious, personalized funeral experiences that reflect the individuality of the deceased. Celebrants, who are trained to create bespoke ceremonies that honor the life and values of the deceased, are ideally suited to meet these needs. This trend is evident across various demographics, with a significant proportion of the unaffiliated being younger adults ages 18–49, who are more likely to seek non-traditional funeral options.
The rise in cremation rates has played a pivotal role in the increasing demand for celebrants. An industry survey forecasts that the U.S. cremation rate will soar to 78.7% by 2040. This shift has transformed the expectations surrounding funeral services. Families opting for cremation often desire more flexibility and personalization in their memorials. Unlike traditional burial services, cremation allows families to design unique tributes that may or may not include the physical presence of the remains.
For funeral homes, offering celebrant services has proven to be an effective way to retain families who choose cremation. Celebrants provide a valuable service by crafting personalized ceremonies that resonate deeply with the families’ memories and stories. This personalized approach not only enhances the family’s experience but also fosters a continued relationship with the funeral home.
An increasing number of funeral homes, especially larger corporations, have recognized the value of incorporating celebrants into their service offerings. By including celebrants as a standard option in their General Price List (GPL), these funeral homes have seen a noticeable uptick in revenue and client satisfaction. Celebrants are adept at creating meaningful, personalized services that align with the desires of modern families, making them an invaluable asset for funeral homes aiming to stay competitive in a changing market. Celebrants can offer more than just officiating funeral services. They provide a range of additional services that enhance the overall experience for families:
• Collaborative Creation: Celebrants work closely with families to craft every word of the service, ensuring that it accurately reflects the life and values of the deceased. This collaborative process involves gathering stories and memories from the family, which not only helps in creating a personalized tribute but also aids in the grieving process.
• Family Meetings: These meetings, which can last from one to three hours, are essential for collecting stories and designing the service. They also provide a platform for family members to share their grief and memories, fostering a healing environment.
• Second Wave of Sales: You, as a funeral director, have done your job in the arrangement room. Made a great impression and mentioned everything. Text book perfect, BUT sometimes, as we know, when families are so overwhelmed with their grief and planning details, they forget. We become that friendly reminder of some of the things you will have already offered them while we are working on putting the order of the service together such as “and when we complete the service would you like me to invite them to stay for refreshments?”
• A Second “Friend” for the Family: Celebrants are often seen as a supporting member, a little on the outside of the funeral home. Another ally.
• Feedback: As celebrants have the ear of the client family, that
A modern end-of-life ritual should have two primary goals: to provide a cathartic experience for the living and to create a highly personal tribute in honor of the deceased.
means they often get to hear feedback, both good and bad. This is extremely helpful for the funeral homes when something negative is caught in time and rectified.
While some funeral directors may attempt to serve as both director and celebrant, this dual role can be highly demanding. Each role requires a significant investment of time and attention. Celebrants typically spend 8–10 hours preparing a service, which includes meeting with the family, writing the service, and conducting it.
Funeral directors, on the other hand, have numerous responsibilities related to the service and other ongoing operations within the funeral home. Given these demands, it is often more effective to outsource the work of a celebrant, ensuring that both roles are performed to the highest standard.
The rise of celebrants reflects a broader shift in the funeral industry toward more personalized and
meaningful services. Traditional, formulaic funerals are increasingly at odds with the desires of modern families who seek to honor their loved ones in unique and personal ways.
By embracing this change and incorporating diverse celebrants into their service offerings, funeral homes can better support grieving families and provide value that resonates deeply with their clients.
A modern end-of-life ritual should have two primary goals: to provide a cathartic experience for the living and to create a highly personal tribute in honor of the deceased. This shift from traditional funerals, which often focus on mourning the death, to celebrations of life reflects broader cultural changes. Funerals are moving away from strict guidelines on behavior, dress, and ritual to more informal gatherings that allow for genuine expressions of grief and remembrance.
Celebrants are uniquely positioned to facilitate these modern rituals. They can create services that are free from the constraints of traditional religious ceremonies, allowing for greater personalization. This flexibility is particularly important for families who do not find meaning in traditional religious services but still want a ceremony that honors their loved one in a deeply personal way.
Celebrants can also work alongside religious figures, creating hybrid services that incorporate elements of both secular and religious traditions. This approach can be particularly meaningful for families with diverse beliefs or those who want to honor different aspects of the deceased’s identity.
Celebrants are not in competition with funeral directors but rather complement their work. By collaborating with funeral homes, well-trained celebrants can enhance the overall service offering, providing families with a holistic and supportive experience.
This collaboration can also open up new opportunities for upselling additional services, such as flowers, catering, and live music, which might be revisited during the planning process with the celebrant.
As the number of religiously unaffiliated individuals continues to grow, the demand for personalized and non-religious funeral services will likely increase. Funeral homes that adapt to these changes by integrating celebrant services into their offerings will be better positioned to meet the needs of modern families and remain competitive in the evolving market.
To truly support grieving families and provide meaningful funeral services, the community must shift from
To
an antiquated mindset to a new blueprint that embraces personalization, diversity and inclusivity. By allowing grievers the freedom to mourn in their own way and at their own pace, celebrants help create services that are both cathartic and celebratory.
This new approach not only meets the needs of the nones and those opting for cremation but also resonates with the broader cultural trend toward individualism and personalization. By embracing this change, funeral homes can provide more value to their clients, fostering lasting relationships and sustaining their businesses in a rapidly changing landscape.
Jennifer Muldowney , born in Ireland, graduated from Dublin City University with a degree and holds three PRII-accredited post-graduate diplomas. Experiencing loss and leveraging her hospitality skills, she founded Farewell Funeral Planners in 2010, which evolved into Muldowney Memorials in New York City. A published author and speaker, her first (of four) book, Say Farewell Your Way , was released in 2013. Known as The Glam Reaper, she hosts The Glam Reaper Podcast, writes for the Funeral Times magazine, and officiates the NYSFDA Annual Remembrance Service. Jennifer is a modern Memorial Planner, Celebrant/Master of Ceremonies, and an advocate for the funeral profession.
Say Farewell, Their Way – The Case for Celebrants
Jennifer Muldowney, Muldowney Memorials
Researchers forecasts the U.S. cremation rate will soar to 78.7% in 2040 and we will continue to witness steep increases in direct cremations. While this can be viewed as a serious pain point for funeral homes in lack of revenue, relationship building and opportunities to upsell, it can equally be used as an opportunity for change. Since 2007, the percentage of religiously unaffiliated adults increased from 16% to 29% of the U.S. population according to Pew Research. The benefit of after-death rituals depends on the ability of the bereaved to shape those rituals and say goodbye in a meaningful way. In this presentation, Jennifer showed how, by shifting an antiquated mindset and embracing a new blueprint, we can offer more support to grieving families, showing them value in the funeral home. Obtain Your Crematory Operator Certification Online with the
The ICCFA is proud to offer online Crematory Operator Certification training, instructed by Poul Lemasters, Esq. and Larry Stuart Jr. Get certified anytime, anywhere!
“We
Brie Smith, Chief Operating Officer
THERE I WAS, a recent college graduate on my first business trip—a rite of passage. I gazed out the airplane window at the vast American landscape, a sense of possibility hanging in the air. But as the plane descended toward Los Angeles, I was reminded of a harsh reality of the ‘80s. A thick, orange-brown smog blanketed the city, and airplanes vanished into the haze, swallowed by a problem many chose to ignore.
by Ron Clyde
Many funeral professionals operate in a similar state. Conflict, a pervasive but often unacknowledged reality, hangs heavy in the air—a constant, low-grade smog that erodes workplace morale, spills over into personal lives, and ultimately diminishes the ability to serve those in their most vulnerable moments.
Just as ignoring the Los Angeles smog wouldn’t make it disappear, pretending conflict doesn’t exist only allows it to fester.
Funeral homes must recognize this truth. Conflict resolution skills are not a luxury but a necessity. Training and open communication are critical tools for navigating these inevitable challenges.
In this guide, you’ll begin to understand the “smog” of conflict, identify warning signs, and learn strategies for de-escalation. By acknowledging conflict, you can create a healthier, more productive work environment, ultimately allowing you to better serve the families who entrust you with their final goodbyes.
To recognize the “smog” of conflict, you need to identify the numerous sources of conflict within the funeral home.
The arrangement room can be a bellowing smokestack of conflict as people are brought together for perhaps the worst day of their lives. Families that have close relationships can still have great disagreements; blended families have a greater challenge as dynamics may include grudges and differing expectations. Throw in a fractured funeral consumer population, each segment with widely diverging views, values, and expectations.
Now throw in different cultures, different income levels, different grieving processes, different everything.
Aside from the extraordinary presence of conflict in the arrangement room, you may also find conflict among employees. Suddenly, you have all the ingredients of a toxic work environment polluted by the “smog” of conflict.
There is a predictable spectrum where increased conflict increases the damage of that conflict and the difficulty of resolution. Those levels of conflict have a great impact on the funeral director’s response and next step. It is important to recognize each level of conflict. Most scholarly research breaks conflict into three categories:
• Disagreement
• Conflict
• Dispute
One of the stages of conflict is called “conflict.” This is a known ambiguity, so just understand that there is the topic of conflict, and one of its stages is conflict.
Disagreement is the good phase of conflict. A popular saying found in the Bible is, “As iron sharpens iron,
so one person sharpens another.” (Psalms 27:17). Often disagreement, if managed properly, promotes cooperative problem-solving and creative expressions of love and remembrance.
Families should be encouraged to improve final funeral arrangements by giving a voice to all present and to establish rules of conduct that prevent interruptions and explosive reactions. It is the role of the funeral director to monitor the conversation in the room and provide an environment of collaboration.
Conflicts are disagreements that escalate. A conflict is often characterized by:
• Increased inflexibility
• Increased involvement of third parties
• Strong emotions
• Competing interests
When the stage of escalation reaches the “conflict” level, you must pay careful attention by noticing rising tension in the room. The funeral director should move to action to calm the parties and realign the conversation to the matter at hand. There are several approaches to de-escalating a conflict, which I’ll touch on later.
Disputes happen when the conflict continues to escalate, and the situation becomes precarious. Disputes can precede unreconcilable differences. They are characterized by:
• Threats and ultimatums
• Walking away from the table of discussion
• Use of legal or formal resources and processes Disputes are dangerous, and once you’re on the dispute train, it’s hard to get off. The funeral directors must be ready to bring in third-party, non-partisan help should the conflict escalate into dispute.
Though there are many sources of conflict at varying stages, there are also ways to de-escalate situations and have healthier interactions.
Disagreements are bound to occur. They arise in families, workplaces, and even on airplanes taxiing to a halt. But how you handle those disagreements is what truly matters. Here are a few tips for de-escalation of a conflict.
1. Step away from the conflict. Stepping away from a heated discussion to cool down isn’t a sign of weakness; it’s a sign of maturity. Taking a break allows everyone involved to regroup and regain their composure. This brief respite helps prevent further escalation and creates space for a more productive conversation later.
2. Return ready to listen. When you resume the conversation, active listening is essential. This means truly hearing what the other person is saying, rather than waiting for your turn to talk. Try to see the situation from the other person’s perspective, even if
you disagree. By seeking to understand, rather than demanding to be understood, you open the door to finding common ground.
3. Work toward a solution. Conflict resolution isn’t about assigning blame or winning an argument. It’s about finding a solution that works for everyone involved. Sometimes, that means compromise. Other times, it requires collaboration to forge a new path forward.
By following these steps, you can transform conflict from a source of tension into an opportunity for growth and understanding.
For funeral professionals, navigating the complexities of grief is a daily reality. Yet, a different kind of emotional smog can settle within the walls of a funeral home— the suffocating haze of unresolved conflict. Often, a misguided sense of decorum leads to a learned behavior of ignoring disagreements, employing social niceties to shroud the “elephant in the room.” This approach, however, is not merely ineffective; it’s demonstrably harmful. Conflict avoidance doesn’t make problems vanish; it simply postpones them. Unresolved issues fester, poisoning not only the immediate situation, like an arrangement conference, but also the relationships within the funeral home. It erodes trust and respect between colleagues, creating a toxic work environment. Worse, the emotional toll can permeate personal lives, impacting the well-being of both staff and their families. This “smog” of conflict, left unchecked, can permeate the entire professional life of a funeral
director, casting a long shadow over their ability to serve grieving families.
The path forward is clear. Funeral homes must move past the fallacy of conflict avoidance. Open communication and a commitment to finding solutions are essential for fostering a healthy and productive work environment. By acknowledging the presence of conflict, you can use it as a catalyst for positive change.
To reiterate, the “smog” of conflict in the funeral home is inevitable. How you deal with conflict makes all the difference.
Just as a driver wouldn’t expect to navigate a roundabout by simply closing their eyes and hoping they exit unscathed, you must approach conflict with intentionality.
Disagreements are bound to occur. They arise in families, workplaces, and even on airplanes taxiing to a halt. But how you handle those
Ron Clyde, Directors Investment Group
There are few settings in society where conflict is more prevalent than in the funeral home. Today’s families are influenced, confused, and even conflicted by rapidly changing societal factors, especially when a death occurs, or end-of-life planning decisions must be made. This session discussed many of the skills that funeral directors and funeral home owners may use for managing the escalation of conflict and techniques for resolving conflict in a productive and permanent manner to help families move towards a meaningful funeral experience.
Understanding the stages of conflict, employing de-escalation techniques, and fostering open communication are the tools that equip you to navigate the “conflict roundabout” effectively.
The allure of avoidance may be strong, particularly in the emotionally charged world of funeral service. Yet, the illustration is clear: avoidance is no escape from the roundabout. Ignoring a disagreement allows it to sour and spoil, poisoning the work environment and hindering your ability to serve grieving families. By choosing to navigate the conflict constructively, you can transform a potential source of tension into an opportunity for growth and understanding.
Ultimately, a commitment to healthy conflict resolution strengthens the bonds
within the funeral home, allowing you to better serve yourself, your colleagues, and those entrusted to your care. Let us not fear the roundabout; let us learn to navigate it with skill and grace.
Ron Clyde holds the position of Director of Special Projects at Directors Investment Group in Abilene, TX. He oversees the development of new products and manages internal change initiatives. Ron brings a wealth of knowledge and experience to his work, backed by a bachelor’s degree in economics, a master’s degree in education, and a graduate certificate in conflict management and resolution. Beyond his corporate responsibilities, Ron serves as the chairman of the board of directors for Against Addiction, a nonprofit organization dedicated to reducing the damage of addiction to families. He also hosts the nationally distributed Against Addiction podcast.
WHETHER WE LIKE IT OR NOT, just about every business in 2024 is, unavoidably, digital.
This is especially true in our profession. Search is step one when looking for information about a lost loved one, when beginning the at-need process, and when comparing the myriad end-of-life options. And your website, not your people, ends up being the initial (and often most prolific) point of contact with the families and communities you serve.
On a good day, this means families can access the information and functionality they need from their funeral home or cremation provider 24/7, 365 days, wherever and however they prefer. On a bad day, it means bad actors with stronger digital chops (scrapers!) can intercept and re-direct families, friends, and the community while undermining the hard, caring work of the funeral home. According to data aggregated across Tribute’s platforms, over 60% of obituary viewers are age 45 and above, more than 60% are female, and 60% of website traffic is local. In other words, the people visiting your obituaries and the rest of your website are perfect pre– and at-need leads.
by Matt Powell
A fast, easy-to-use website is crucial to a positive experience for families—the last thing they need in their moment of need is hassle while using your website. Moreover, website performance significantly impacts SEO. Google and other search engines prioritize websites that load quickly and offer intuitive navigation. This means that a slow website not only hurts your existing customers but also causes some potential families to leave before even exploring your offerings.
Tools like Google PageSpeed Insights provide valuable feedback on your site’s speed and offer specific suggestions for improvement that you can discuss with your website provider. The right technology partner, the right hosting solution, and the right site content—particularly well-optimized pictures and video—all play a role in ensuring excellent site performance. When using large media files (photos, videos, music, etc.), it’s important to make sure they are optimized and used in a way that does not damage core site performance.
Remember, every second counts.
Your website is often the first point of contact for families seeking funeral services. A delay of even 1 second in page load time can lead to a 7% reduction in conversions (whether that conversion is a pre-need lead, an at-need lead, or a condolence on an obituary).
SEO is the backbone of your online presence. It ensures that your website ranks high on search engine results pages (SERPs), making it easier for families to find you. Effective SEO strategies involve keyword optimization, quality content creation, a strong “backlinking” strategy, and regular site audits.
Start by researching relevant keywords that potential clients might use, such as “funeral services in [your city]” or “cremation services near me.” Remove your funeral director’s hat and approach it like a real customer might. Think about the things they say and the questions they ask in a first call as these statements
Encourage satisfied clients to leave reviews on Google, Facebook, Nextdoor, and anywhere else folks leave reviews. Aftercare SMS and email interactions provide a great place to make the ask.
provide clues into how they are thinking about their needs and interests (Google calls these areas of interest and need: intent).
Pay attention to the content that the highest-ranked websites include. You’ll likely find detailed, well-written, well-organized content that specifically addresses the searchers’ intent.
Incorporate keywords into your website’s content, including blog posts, service descriptions, and obituaries, ones that show up frequently in their intent. Create new content that addresses aspects of searchers’ intent that you don’t currently address. Wherever possible, be specific. Don’t just write about cremation; rather, write about cremation in Middle Georgia. Search engines place a high value on relevance and reward more precise matches between intent and content.
High-quality, informative content not only helps with SEO but also establishes your funeral home as a trusted voice in the community.
Links from large, high-traffic websites like Yelp, Google My Business, and even obituary sites can significantly boost your SEO efforts. These links serve as endorsements of your website, signaling to search engines that your site is credible and valuable. Ensure your funeral home is listed on relevant directories (locally and
nationally) and keep your information updated. Encourage satisfied clients to leave reviews on Google, Facebook, Nextdoor, and anywhere else folks leave reviews. Aftercare SMS and email interactions provide a great place to make the ask. We’ve seen these programs generate incredible results in almost no time at all. Positive reviews enhance your reputation, increase click-through rates, and act as high-impact backlinks. Partner with local news, community organizations, and local social media accounts to create links to your obituaries, enhancing visibility, engagement, and traffic to your website. This includes maintaining your own presence across social media and using your presence as a distribution point for content of all types—obituaries, aftercare, pre-need education, etc. Each of these will generate additional traffic (leads!) directly AND drive improved ranking in search.
Many people don’t realize that the map/driving directions aspect of search engines is itself a type of search engine. As more and more searches happen from mobile devices, the search engines are placing a greater emphasis on local search. To be successful, funeral and cremation businesses must focus on local SEO strategies. Ensure your business name, address, website URL and phone number (NAP) are consistent across all
online platforms—particularly Google My Business. Make sure that every chapel and line of business has a corresponding Google My Business listing.
Pay special attention to your Google reviews and put extra effort into getting those you serve to post great reviews to Google. Respond to negative reviews to set the record straight and to positive reviews to encourage engagement. Reviews can significantly impact your local search rankings.
Regularly update your profile with current information, photos, and posts about your services. Consider creating localized content, such as blog posts about community events or partnerships with local organizations, to engage your audience and further connect with the community.
As more and more searches happen from mobile devices, the search engines are placing a greater emphasis
on local search.
One of your best weapons in this fight is your own first-party data—a goldmine of insight and opportunity waiting to be put to work. By strategically using first-party data, funeral homes, cremation businesses, and cemeteries can drive more pre-need and at-need leads, increase average case value, and gain invaluable demographic insights.
The good news is it is well worth the effort. First-party data provides invaluable insights into your website’s audience and their behavior, enabling you to tailor the site experience, each interaction, and your service offering to meet their specific needs. Big companies call this personalization and are deploying this approach at scale to appear more local, more accessible, and more relevant.
But you’re already local, accessible, and relevant. Are you doing everything you can to capitalize on these strengths? Think about and design online and offline experiences that consider these crucial questions:
• How should we communicate differently to returning users versus new users?
• How might we tailor our messaging for audiences under 45 versus over 45?
• How might we address the needs of men versus women?
• How can our digital present “co-sell” memorial services alongside our staff?
• How might we nurture a lead from one source as compared to another?
• What intent do our various audiences have and how can we best meet it?
Your website is indeed worth more than you think. It is a vital tool in building lasting relationships and providing exceptional service.
Technology, joining
The Power of First-Party Data: Your Website is
Did you know your funeral home is already constantly collecting valuable data about your community? It’s called first-party data, and it’s the most powerful untapped resource you’ve probably never heard of before… and you already have it at your fingertips! There are proven strategies to leverage this data to engage with families faster and better than ever before. Matt shared best practices for protecting and securing your data so you can transform data into loyal families, helping your firm grow to new heights.
in June 2023. Previously, he was the CTO at gifting and flower network FTD, leading technology vision and execution since April 2020. Matt co-founded venture accelerator Truth & Systems and was co-president and CTO of global communications agency KBS, where he developed digital solutions for brands like BMW, Apple, Google, PUMA, and Stanley Black & Decker. With a bachelor’s in photojournalism from Boston University, Matt is also a scuba diver, budding private pilot, and trained forklift operator. His diverse expertise and leadership in technology and digital marketing have made significant impacts across multiple industries.
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by George Owens & Chance Parker
DATA IS CHANGING THE GAME for many businesses, but perhaps not in the way you think it is. When you read about why data is “changing the game” for so many industries, it’s not the data that’s new, it is the democratization of data—who has ACCESS to the data. Until recently, data resided in ivory towers and 50th floors, but now, data is all around us. Think about how much data you can get from your Apple Watch about your daily jog. It’s mind-blowing.
However, access to all this data brings about the question, “Now that I have all this data, what do I do with it?” Is it WORTH MY TIME to look at the data?”
Baseball has undergone fundamental change as gut feel, anecdotal experience, and tradition are being supplanted by data analysis and advanced metrics. Considering the conservative nature of the sport throughout history, how it has been reshaped in the last two decades is nothing short of shocking.
From a business perspective, it’s compelling to think that data analysis and insights can elevate a team like the Tampa Bay Rays to annually be competitive with a team like the New York Yankees, despite the Yankees consistently having a payroll 10 times higher.
The point is, world-class businesses are elevating the importance of customer experience insights and using this data to differentiate themselves from the competition. It’s either that or get left behind!
For this article, we analyzed data from tens of thousands of consumer experiences with purchasing funeral, cremation, and cemetery services and property, and teased out best practices of how the top locations are incorporating customer
information to drive their business forward more successfully.
One of the simplest and most straightforward ways to measure customer satisfaction is to ask customers to rate their experience. It’s an easy question for the customer to answer and it produces relatively simple data that your business can use to measure and track performance. Sounds like a classic win-win. Yes … and no.
Let’s imagine you were taking a test that was going to be graded. Getting 100% is great, but how would you feel if you got
90%? Still pretty good, right? For some of us 80% might even be good enough, subject-dependent, of course.
Figure 1 shows the feedback from tens of thousands of consumers and their loyalty based on the rating they gave their funeral home. In essence, we have divided the customers into individual groups based on how they rated their experience, with 10 being best, and then compared that to their loyalty rating, which measures their likelihood to recommend the funeral home and use it again.
Customers who rated their experience at a 10, the highest possible score, are loyal 88% of the time. There are many reasons a
customer might not be loyal in our business (mom wanted to have her ceremony here, but I don’t live here, etc.), so you’re never going to reach 100% loyalty. If you’re getting almost 9 of 10 customers to return to your business, you’re in the top 1%, so whatever you’re doing, keep doing it.
The surprise is when you look at the customers who gave a 9 rating, which still seems pretty good (a “low A” of 9 on a 10-pt scale), but loyalty drops by almost half. Even if you do a “great” job, it turns out only about 50% of your customers will be loyal advocates. A rating of a 7 or below, and you can forget about loyalty altogether.
Constantly filling the top of your funnel while watching customers leak out the sides because of an average experience is an expensive, inefficient way to run a business. If you’re a location in a place with no competition, go with your gut. For the rest of you, follow the lead of the best-inclass businesses who are focused on driving customer loyalty.
It’s NOT About Reviews, It’s About the CUSTOMER EXPERIENCE
There is a well-known adage in the business world that goes something like “a happy customer tells a friend, but an unhappy customer tells the world.” While this may come across as hyperbole, the internet and social media have made this outcome far more realistic than you might think.
Pete Blackshaw, a globally recognized digital brand builder and social media expert put some actual numbers around this adage in his book, Satisfied Customers
There is a well-known adage in the business world that goes something like “a happy customer tells a friend, but an unhappy customer tells the world.”
Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today’s Consumer-Driven World
In the modern era of running a consumer-facing business, a single negative review feels like it leaves a scarlet letter on your business. Since it’s impossible to avoid the occasional, unhappy, or angry customer, how can a business use customer data to address and mitigate this phenomenon?
The solution is a two–pronged approach prescribing a specific action for both the flag-waving customers and the customers who are dissatisfied.
The first step is to implement a measurement program laser-focused on identifying happy customers and then encouraging them to share positive reviews online. The
program provides a simple “in the moment” path for consumers to leave a review so they don’t have to remember to do it later.
And what about the unhappy customers … are they left alone so they can “tell 3,000” people? Not at all. The second step of the program includes using data to identify unhappy customers and immediately alert the client so a recovery response can be launched in the moment the location learned about the customer problem.
We also know that less than 50% of problems get resolved. For those that DO get resolved, the loyalty level isn’t nearly as high as if the customer had no problem at all, but the recovery action is an effective step to mitigate someone from writing a bad review.
Our research shows that best-in-class businesses are using customer feedback and technology to drive the consumers most likely to share their positive feedback and identify consumers with issues to quickly mitigate negative feedback, preventing the poor review before it ever happens.
Listen to the People You DON’T Talk to Until now, this article has focused mostly on customer experience data obtained from the actual paying customer, and while there is no substitute for customer data, we found leading businesses are ALSO listening to other viewpoints. Part of being data driven
means thinking about new perspectives, like audiences that may be customer-adjacent or may not be customers yet. Think about:
1. Escaped Shoppers: Consumers who took the time to meet with you but didn’t buy. Maybe they purchased elsewhere or maybe they have not yet purchased.
2. Attendees: Consumers who attended a service, event, or memorial, and have experienced your business, but from a more oblique angle than your customer.
3. Secondary Arrangers: Customers who were an important part of the arrangement-making process for their loved ones but were ultimately not the contract signatory or bill payers.
Consider the “Escaped Shoppers”. Your customers are, in a sense, positively biased on your behalf—they actually bought from you. Escaped Shoppers offer a valuable counterbalance to what you learn from your customers. The most data-driven companies have learned to combine the insights from customers and escaped shoppers to remove key barriers to those who went elsewhere without compromising the very qualities that existing customers find most appealing. Attendees and Participants can represent a rich and unique source of data and insights because they experience your business from a slightly different perspective
than your primary customers. Their point of view, for example, can be a bit clearer and more all-encompassing than your primary customer whose perspective may be clouded due to their feelings of responsibility because of the presence of many family members, or simply because of the heavier blanket of grief resting on their shoulders.
Similarly, Secondary Arrangers will view your people, your pricing, and your performance from a slightly different perspective than your primary customers. In a world where most customer insight programs take a one-customer-one-survey approach, gathering insights from additional arrangers can be a valuable method to improving how you serve families.
Adding these perspectives to your traditional customer insights is a bit like the 360-degree interviewing technique that is used by successful corporations around the world.
Insights into your customer provide you with clearer direction, sometimes in surprising ways. Data can tell you about how consumers find you, what they thought of your services, who they compared you to when they considered your business, and who they contemplated using instead of you.
George Owens, SoCal Approach
We used artificial intelligence to read through and organize feedback from nearly 5,000 consumers to determine which products and services they believed would be important in the future. The results were surprising—but not in the ways you might think! George Owens shared insights about consumer wants and needs, how to apply them to improve your business today, and make sure your business is prepared for a new generation of consumers.
Perhaps more importantly, data can also provide insight beyond what your consumers say. Data plus insight paint a clearer picture of what’s needed to drive greater performance, more consideration, more revenue … whatever business outcome you’re after.
Sometimes data produces results that confirm your gut instincts. But many times, as with the examples showcased in this article, data tells you something new, something your gut doesn’t tell you.
When it comes to effectively gathering customer insights, make sure your customer experience program is looking beyond conventional wisdom.
George Owens is the Founder and President of SoCal Approach and creator of SoCal CXP, the Profession’s most advanced insights tool for understanding and addressing customer experience. He has spent more than 25 years consulting in the funeral and cemetery space with both corporations and independent clients. George began his career with 12 years at J.D. Power, a world-wide leader in customer intelligence, followed by more than a decade at Service Corporation International.
Chance Parker is the Vice President of Global Research with SoCal Approach and has more than 30 years of experience working with some of the world’s best-known brands. Chance began his career in field operations at General Motors followed by a long career at J.D. Power where he designed studies to measure engagement and satisfaction across industries. He has run a small business in the senior healthcare space and is a respected subject matter expert in helping companies make the most of their customer information to drive performance.
that can leave a significant void in the lives of those who have loved and cherished their animal companions. During my recent talk at the ICCFA 2024 Annual Convention & Expo in Tampa, I delved into the emotional journey of pet loss, the unique bond between pets and their owners, and how we can honor their memory. The title, “A Star Forever,” encapsulates the idea that our lost pets continue to shine in our hearts and memories like stars that never fade away.
Gathering friends and family to share stories and memories can be a comforting way to celebrate the life of a pet.
Pets are more than just animals; they become integral members of our families. They provide companionship, comfort, and joy in our daily lives. Over time, a unique connection based on love, trust, and loyalty develops between pets and their owners.
Pets understand our emotions and provide unwavering support in difficult times. Their constant presence offers us a sense of security and belonging. The loyalty and unconditional love they offer are unmatched, and their loss can leave an immense void in our lives.
Pets play diverse roles in our lives. For many, they are a source of unconditional love and companionship, providing comfort during times of stress and loneliness. Studies have shown that interacting with pets can reduce stress hormones, lower blood pressure, and even improve heart health.
Pets also bring structure and routine to our lives, especially dogs, which require regular exercise and outdoor activities. This can lead to a more active lifestyle and opportunities for social interaction, which can further enhance our emotional well-being.
Moreover, pets are often keenly attuned to our emotions. They can sense when we are sad or anxious
and often respond with comforting behaviors, such as snuggling or simply being present. This emotional support is invaluable and creates a deep bond that makes their loss even more profound. The unconditional love that pets provide is a unique and powerful form of connection that can be difficult to replicate in human relationships.
The physical absence of the pet can constantly remind us of their departure, which can be overwhelming. Emotional loneliness can also be a challenge, especially if the pet was our primary companion.
The loss of a pet can affect our mental and emotional health, triggering symptoms of depression, anxiety, and post-traumatic stress. It is important to recognize and validate these feelings and seek emotional support if necessary.
Grieving the loss of a pet can be a multifaceted process. It often begins with denial, where the reality of the loss has not yet fully set in. This is followed by anger, which can be directed at oneself, others, or even the pet for leaving. Guilt is another common emotion, where we might question if we could have done something differently to prevent the loss.
Bargaining often follows, with thoughts of “if only” or “what if.” Finally, acceptance comes, though this does not mean the sadness completely goes away. It means that we begin to integrate the loss into our lives and find a new normal.
Pets are part of our daily lives and routines, and their loss can leave a significant void. It’s important to give ourselves permission to grieve and to understand that this process is personal and can take time. Just as with any significant loss, the process of grieving a pet involves navigating a range of emotions and finding ways to cope and heal.
Creating a memorial space can help honor the memory of our pets. Designating a place in the home to display photos, toys, or other objects that remind us of the pet can serve as a personal sanctuary to reflect on shared memories.
Organizing a photo album or collage that captures special moments with the pet, and sharing anecdotes and memories with friends and family, can celebrate
the pet’s unique life and personality. Others might plant a tree or garden in their pet’s memory, providing a living tribute that can be visited and tended to over time.
Another meaningful way to honor a pet’s memory is through charitable acts. Donating to animal shelters, rescue organizations, or veterinary clinics can make a significant impact on the lives of other animals. Volunteering at these organizations in memory of your pet can also be a fulfilling way to give back and keep their legacy alive.
Memorial services or ceremonies can provide a sense of closure. Gathering friends and family to share stories and memories can be a comforting way to celebrate the life of a pet. Some people choose to create personalized memorial items, such as engraved stones, custom jewelry, or framed photographs, to keep their pet’s memory close.
It’s important to reach out for support during this difficult time. Talking about your feelings with friends and family members who understand the bond you had with your pet can be incredibly therapeutic. Sharing memories and stories about your pet can help keep their spirit alive and provide comfort.
Therapists and counselors who specialize in pet loss can provide valuable support and coping strategies. They can help you navigate the complex emotions that come with losing a pet and provide a safe space to express your grief. Support groups, whether in-person or online, offer a community of people who have experienced similar losses. Sharing your story and hearing others’ experiences can be a powerful reminder that you are not alone in your grief.
The emotional journey of losing a pet is unique to each individual, but by honoring their memory and seeking support, we can navigate the path of grief with hope and understanding.
Participating in a support group can provide a sense of community and mutual understanding. The animal lovers’ community can offer understanding and empathy during times of loss and grief.
Online communities and social media groups dedicated to pet loss can also be a source of comfort. These platforms allow you to connect with others who understand the unique pain of losing a pet and can offer advice, support, and empathy. Many people find solace in reading and sharing stories, photos, and tributes to their pets.
The metaphor of the lost pet as a star in the sky symbolizes the eternal presence and legacy of the lost pet. This comforting metaphor suggests that the pet continues to be present in spirit, illuminating our lives with their memory. Although the pet may have left this physical world, their influence and love endure in our hearts and memories.
By embracing the idea of “A Star Forever,” we can find solace in the notion that the pet continues to be present in a special way. This perspective can offer a sense of peace and acceptance during the grieving process, helping us find meaning and hope in the loss.
Many cultures and traditions have their own ways of honoring the memory of lost loved ones. In some cultures, it is believed that the souls of the departed become stars or continue to watch over us from the afterlife. Embracing these beliefs can help us find solace in the idea that our pets are still with us, guiding and protecting us from afar.
By creating rituals and commemorative actions, we can keep the memory of our pets alive. This can include lighting a candle
Ana Palencia, Señoriales Corporación
The loss of a beloved pet is an experience that can be profoundly painful for any animal lover. Our pets become an integral part of our lives, and when they depart, they leave behind a void that is hard to fill. We delved into the poignant experience of losing a pet and how we can honor their memory. Under the title “A Star Forever,” we aim to emphasize the concept that our lost pets continue to shine in our hearts and memories like stars that never fade away.
in their honor, saying a prayer, or creating a special ceremony to remember them. These actions not only honor the pet’s memory but also provide a sense of closure and peace.
The loss of a pet profoundly impacts those who love animals. Through the concept of “A Star Forever,” we can explore the various aspects of pet loss, from the special bond we share to ways to honor their memory and find solace in the process of grief.
Embracing the concept of “A Star Forever” helps us find comfort in the idea that our lost pets continue to shine brightly in our hearts and memories, guiding us with their enduring love and presence.
The emotional journey of losing a pet is unique to each individual, but by honoring their memory and seeking support, we can navigate the path of grief with hope and understanding.
Ana Palencia, a Guatemalan with a background in Legal and Social Sciences, has distinguished herself both professionally and academically. She holds a diploma in Project Management and Brand Management. With a solid track record at Senoriales Corporación de Servicio, Ana Palencia successfully leads one of the most innovative programs, “Guau Senoriales, Companion Pets,” providing support to families during difficult times. Her dedication extends from Guatemala to Mexico with initiatives such as “Pet Dignity,” which offers funeral services for pets. Ana Palencia’s combination of academic experience, professional leadership, and social commitment has generated a significant and positive impact on her community.
Though I am dead, grieve not for me with tears think not of death with sorrowing and tears; I am so near that every tear you shed touches and tortures me though you think me dead.
But when you laugh and sing in glad delight, my soul is lifted upward to the light. Laugh and be glad for all that life is giving and I, though dead, will share your joy in living.
—Anonymous
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Scott Morris, Vice President of Business Development at Homesteaders Life Company, announced that Brandon Full will be the new Director of Business Development. Previously serving as a Senior Account Executive for the East region, Full will now work closely with the Homesteaders account executive team and marketing partners. His focus will be on acquiring new business and providing sustainable growth solutions for Homesteaders’ funeral home partners. With 17 years of experience as a top-performing account executive and his background as a licensed
funeral director, Full brings a unique and valuable skill set to his new role. “We are fortunate to have a person of Brandon’s caliber as a member of the Business Development team,” Morris said. “I’ve witnessed Brandon’s excellent work ethic and his uncanny ability to connect with customers and understand their unique challenges and opportunities. In his new role, he will apply his consultative approach to help our funeral home partners maximize their effectiveness while growing market share.” “Serving our customers for the last 17 years has been a tremendous honor and allowed me the privilege of building relationships that will last a lifetime,” Full shared. “I’m excited to continue my journey doing what I love, telling the Homesteaders story and continuing to connect funeral home owners with incredible solutions to help them grow in an ever-changing profession.” Full attended Ohio Valley University and graduated from The Cincinnati College of Mortuary Science. He lives in South Carolina with his wife and two daughters and enjoys traveling with his family.
Wilbert Funeral Services, Inc. recently announced the appointment of four new National Sales Directors with its Memorial Monuments Group, expanding its leadership team with both tenured partners and seasoned talent from outside the company. Danny Porter and Curtis Smith, long standing partners, will be joined by new partners Carson Moon and
Trey McAvoy, each bringing unique expertise and dedication to their roles in the monument and funeral industry.” This newly created role is an important strategic move for us as we continue to grow,” said Joey Chandler, Senior Vice President of Memorial Monuments.
“We’ve built our reputation on being the very best at customer service, and this represents a significant investment in our relationship with customers and licensees. With this expanded team, we are better positioned to support our clients and lead the industry in providing high-quality memorial products. Our experts will assist everyone, from single-location funeral homes and cemeteries to large corporate owners, in building their businesses with granite products.” A graduate of Brigham Young University-Idaho with a major in Business Management with a focus on Marketing and Finance, Danny has led multiple sales teams at APX (Vivint) Security and joined Memorial Monuments in 2010, where he has significantly contributed to its growth. Becoming a partner in 2012 and later Vice President of Sales and Marketing, Danny played a crucial role in expanding Memorial Monuments from 5 to 20 locations. With a background in Mortuary Science from Arapahoe Community College, Curtis has a rich history in funeral service, transitioning to a funeral home technology company in 2019 and joining Memorial Monuments in 2021. His extensive experience in supporting families during times of loss and his commitment to enhancing funeral homes and cemeteries make him a valuable leader in the Great Lakes area. Beginning his career in the granite industry in 2012 at Elite Stone Solutions, Carson has gained extensive expertise in granite memorial production. Transitioning to a regional granite sales position in 2020, Carson has worked closely with funeral homes and cemeteries nationwide. His dedication to helping families craft meaningful memorials is a testament to his commitment to the industry. Trey majored in accounting at Augusta State University and transitioned into the deathcare industry in 2017 with Star Granite Company, later acquired by Matthews International. Trey has dedicated his career to working closely with deathcare professionals, exploring and training on various styles of memorialization opportunities. His passion for helping families honor their loved ones is reflected in his work across the East Coast.
At Foresight , we see more than just numbers . We see your passion, dedication, and commitment . Our exper t valuations empower you to make informed decisions and secure your legacy
Premier Pre-need Marketing has announced the addition of a new member to its sales team, Mark Vitelli, a licensed insurance professional. Vitelli brings a comprehensive and diverse background in sales, marketing, training, and recruiting within the pre-need market. In his new role, Vitelli will be responsible for recruiting and training advisors to sell pre-need services, generating and distributing leads, and expanding the reach of Premier pre-need Marketing solutions. “I’m thrilled to welcome Mark to the Premier team,” said Jeff Wright, Vice President – pre-need at Premier pre-need Marketing. “Mark’s rich knowledge of the funeral profession and comprehensive experience will help drive our business’s growth and his recruiting, lead generation, strategy, and innovation skills will be incredible assets to our team.” During his career in
funeral service, Vitelli has held key pre-need positions at funeral homes and established his own end-of-life planning firm. He is wellversed in coaching, managing, and retaining exceptional employees. In addition, he has direct involvement working with families; helping them to explore the many options available to pre-plan a funeral service. “Mark has an established track record for working both inside and outside the pre-need market, having experience at individual funeral homes and pre-need agencies,” said Paul Carlson, Regional Sales Director at Premier pre-need Marketing.” Having worked with Mark in the past, I know his wealth of knowledge of the pre-need market will be a significant asset to the company.”
Security National Life announces three new Team Sales Leaders representing Texas, California, and Arizona. Highly educated, with a B.A. in chemical engineering and a master’s in environmental engineering, Martina Chavez’s engaging personality made her a natural as a teacher and she brings those same unique skills
to the deathcare profession. After a 15-year career as a chemistry instructor Martina seamlessly applied her talents to guiding community members through the process and advantages of pre-need planning. Having been an important part of the Security National Life team for over seven years, Martina takes over as Team Sales Leader in El Paso, Texas. A native Californian, Diana Galan began her career in pre-need sales at the age of 23 where she discovered her passion of seeing others succeed. With this desire she has steadily grown her team for a wider impact in the community by sharing the benefits of preplanning. Diana has a bachelor’s degree in business administration and marketing from California State University, Fullerton. Her roots are from Guadalajara, Mexico where her parents were born. She gives thanks to her parents for keeping the culture and tradition alive within her because that has made her the person she is today. Born in Mexico, Elvia Sanchez came to the United States at a very young age, her family setting down roots in Yuma, Arizona. Much like the other two new Team Leaders, Elvia has a passion for helping
and educating others and takes great pride in guiding others through the intricacies and benefits of pre-planning their final wishes. With nearly a decade of experience in both pre-need and at need funeral services, Elvia brings a unique perspective to her role as the pre-need Team Sales Leader serving the Phoenix market. She understands the importance of guiding clients through the difficult process of planning for their future and ensuring that their wishes are carried out with dignity and respect.
Forest Lawn Memorial-Parks & Mortuaries President & CEO Darin Drabing announced the promotions of three long-time team
members: Shawna de la Cruz, John Abele, and Vicky Franco. Bringing 26 years of experience in the cemetery and funeral profession Shawna has been named the new Vice President of Park Operations at Forest Lawn Memorial-Parks & Mortuaries. A licensed embalmer, funeral director, cemetery manager, and crematory manager. In her new position, de la Cruz will oversee the daily operations of Forest Lawn Memorial-Parks’ six combination mortuary-cemetery locations, which serve twelve thousand families each year. She will be responsible for the daily operations of Forest Lawn Memorial-Parks’ six combination mortuary-cemetery locations, which serve twelve thousand families annually. “Shawna is respected as a standout leader,” said Drabing. “She also serves as the Vice President of Membership and Marketing for the International Cemetery, Cremation and Funeral Association (ICCFA) and chairs the Program Committee for the Cemetery and Mortuary Association of California (CMAC). We look forward to seeing her continue to serve the Forest Lawn and the greater Southern California
communities in this new role.” With over 14 years of experience in the cemetery and funeral profession, John has been promoted to Vice President–Coachella Valley. He has worked in a variety of capacities within Forest Lawn and its various locations, most recently as Manager of Forest Lawn–Coachella Valley. He will be responsible for the daily operations of Forest Lawn’s Cathedral City, Coachella, and Indio locations. In his role, John will represent Forest Lawn on the Greater Coachella Valley Chamber of Commerce Board of Directors. “John too, is a respected member of Forest Lawn,” said Drabing. “We look forward to the depth of understanding and commitment to service he will bring to our organization and to the Coachella Valley community as he takes on this new role.” And succeeding Shawna, Vicky has been appointed the new Vice President–Forest Lawn Memorial Parks and Mortuaries-Hollywood Hills. An alumna of Cypress College’s Mortuary Science program with a several decades of experience in funeral service, Vicky joined Forest Lawn’s management team in 2011. Since then, she has held increasing roles of responsibility, most recently as Vice President–Coachella Valley. “Vicky is a valued member of the community and our organization,” said Drabing. “Her talents, commitment, and care are a natural fit for her new responsibilities.”
Lyndon Peterson, EVP of Sales and Marketing at Homesteaders, recently announced the appointment of Cole Waybright as VP of Sales Optimization. In this new role, Waybright will collaborate with Homesteaders’ funeral home clients and marketing organizations to develop and execute pre-need growth strategies aimed at reaching a broader audience.” Cole brings an exceptional depth of experience in the funeral industry,” Peterson remarked. “With his background in a family-owned funeral home and his work with two major funeral operators, Cole not only understands the complexities of our business but also excels in creating scalable
Let us help you navigate the complexities of buying and selling, ensuring you make informed decisions, ma ximize value, and shape a secure future for your family and business.
pre-need sales operations.” I am thrilled to join Homesteaders in this exciting new role,” Waybright shared. “I look forward to collaborating with exceptional partners in the funeral profession to make a meaningful impact and to build on our shared commitment to serving families.” Waybright is a licensed funeral director and embalmer and a graduate of Alderson Broaddus University and the Cincinnati College of Mortuary Science. He and his wife, Lindsay, live in Florida with their son.
Funeral Services, Inc. (FSI) has appointed Michael Faherty as its new Executive Vice President of Client Relations, a role that integrates his current position with Argent Financial Group’s Funeral & Cemetery Trust
division. In this combined role, Faherty will work to leverage the strengths of both FSI and Argent to benefit current and prospective clients. His focus will include expanding investment and recordkeeping options for pre-need contracts in funeral homes and cemeteries, as well as addressing cemetery endowment care needs. “Since FSI has joined Argent Financial Group, the partnership has allowed clients of both companies to have access to more streamlined services,” said Bill Williams, FSI president and CEO. “Bringing Michael on board in this new blended role furthers our joint commitment to efficient service delivery for funeral home and cemetery firms.” Faherty has been serving clients in the deathcare industry for more than seven years. His experience at Argent Financial Group spans new business development and relationship management where he has helped to strategically grow capabilities with funeral homes and cemetery firms. “My goal for this new role is to ensure that FSI clients continue to receive the same great service they have always received while bringing them more options in investments and recordkeeping,” said Faherty. “The deathcare profession is at a pivotal time as the
industry adapts to changing consumer trends. The pre-need market is well positioned for growth as consumers increasingly seek to plan ahead, and we look forward to supporting firms as they look to match this market growth.”
Graystone Associates, Inc.® welcomes two professionals to its team, Cory Brown and Michael Wellensiek. Cory comes to Graystone with 14 years of professional experience from Service Corporation International (SCI). Additionally, Cory was the general manager of two stand-alone funeral homes in Northwest Georgia. She obtained dual licenses, funeral director and embalmer, in 2013. Cory brings with her a proven track record of excellence in funeral service, as well as a demonstrated commitment to provide compassionate care
to families. As a standout leader in funeral service, and a valuable member of the SCI training team, she contributed towards the successful roll out of company initiatives that improved service quality and customer satisfaction. Her dedication to service excellence resulted in accolades, as Cory earned three SCI Service Excellence Awards. Michael’s distinguished career in funeral service began in Nebraska in 1992. He continued as a licensed funeral director and embalmer in 1996. He brings considerable expertise to our team and holds a Bachelor of Science in Biology and an Associate in Mortuary Science. His career includes serving as the vice president of operations for Horan & McConaty Funeral Service from 2007 to 2019 and most recently, area vice president of operations for Park Lawn Corporation in Colorado, Wyoming, Iowa and Nebraska. Scott Newton, Graystone Associates President said, “We’re so excited about bringing Cory and Michael aboard! “It’s a core value at Graystone to provide our clients the best,” he added, “and we continually seek to grow.”
Johnson Consulting Group is pleased to announce the addition of Fred Lappin to its team as the newest consultant. With 20-plus years leading a premier cemetery operation, Fred brings a wealth of knowledge and expertise to our clients. Fred is highly respected in the funeral and cemetery profession, having dedicated his career to improving standards and practices. Recently, he was inducted into the ICCFA Hall of Fame, the highest accolade by the International Cemetery, Cremation and Funeral Association (ICCFA), recognizing his significant contributions to the profession. “We are thrilled to welcome Fred,” said Nelson Thulin, Director of Business Consulting. “Fred’s extensive experience and
dedication to excellence align perfectly with our mission to provide unparalleled consulting services to our clients.” Fred began his career in funeral and cemetery service over two decades ago, when he became the President and CEO of Knollwood Cemetery Corporation in Canton, MA. With two large cemeteries just outside of Boston, the company performs more than 1,000 interments a year. Quickly rising to become a prominent figure in the profession, his expertise spans various facets of funeral and cemetery service management, including operations, sales, and customer service. He has also been a keynote speaker at numerous industry conferences, sharing his insights and inspiring others in the profession.
“I am excited to join Johnson Consulting Group and look forward to contributing to the success of our clients,” said Fred Lappin. “Johnson Consulting Group is known for its innovative approach and commitment to excellence, and I am eager to be a part of this exceptional team.”
Fred Lappin’s addition underscores our commitment to bringing the best talent and expertise to our clients. We are confident that Fred’s insights and experience will be invaluable as we continue to provide top-tier consulting services to funeral homes, cemeteries, and cremation service providers.
For more information about Johnson Consulting Group and our services, please visit johnsonconsulting.com or contact us at info@ johnsonconsulting.com or 888-250-7747.
ChurchFunerals Direct Network, a licensed funeral home serving the entire state of Ohio and beyond, is pleased to announce that it has entered into a formal partnership with the Ohio Association of Regular Baptist Churches (OARBC). ChurchFunerals Direct is now the official state funeral provider for the 134 Churches in the OARBC. According to Mark May, the company’s president, “This statewide partnership will provide significant benefits to all their churches as they minister in their local communities. We are honored to have them join us in our mission of providing families with better funerals at a much lower cost. Because of the size and scope of our operations,
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we are the only funeral home capable of serving the entire state. Although we are currently in the process of finalizing statewide partnerships with a number of other denominations, individual churches may also contact us and we will partner with them to enhance their local ministry.” ChurchFunerals Direct is a full-service licensed funeral home that owns and operates the ChurchFunerals Direct Network. The funeral directors at ChurchFunerals Direct specialize in conducting full-service Christian funerals and memorial services in churches for a fraction of the cost that other funeral homes charge. ChurchFunerals Direct has a business model that enables them to serve families throughout the entire state of Ohio and beyond. In Ohio, ChurchFunerals Direct is a member of the Ohio Funeral Directors Association, and nationally, a member of the National Funeral Directors Association. ChurchFunerals Direct is also an Accredited Business with the Better Business Bureau, holding an A+ rating. For more information, you can contact ChurchFunerals Direct at 1.800.308.3590 or visit the website at www. churchfuneralsdirect.com. They are always open and available.
Global Atlantic Financial Group, an insurance company focused on retirement and life insurance, has announced a 10-year partnership with Service Corporation International. This partnership designates Global Atlantic as the preferred provider of pre-need insurance for North America’s largest provider of funeral, cremation, and cemetery services. pre-need insurance is designed to cover funeral expenses, offering peace of mind for individuals and reducing the financial burden on their families. This partnership allows Global Atlantic to expand its pre-need business and aims to position the company as the leading provider of pre-need insurance in North America. “We are pleased to deepen our relationship with the team at SCI,” said Rob Arena, Co-President of Global Atlantic.” Our commitment to protecting and helping families during some of the most difficult moments of their lives will be
heightened by this new partnership, allowing us to serve more customers in their time of need with greater product enhancements and innovation. We look forward to the strengthened possibilities that our collaboration will bring.” The partnership creates an unparalleled opportunity to serve families across North America. SCI serves more than 600,000 families each year through its diverse portfolio of over 1,900 locations across 44 U.S. states,
the District of Columbia, and Puerto Rico,” added SCI’s Chairman and CEO, Tom Ryan. “We are pleased to name Global Atlantic as our preferred pre-need insurance provider and look forward to a long and collaborative partnership.” The partnership also functions as a model for the pre-need industry, implementing digital developments that will make for a seamless customer experience. “These advances will usher in new efficiencies well
beyond industry norms, easing the administrative burden on the customer with streamlined processes,” said John Walls II, pre-need Business Development for Global Atlantic. “This relationship will allow us to be better stewards in the industry, serving all clients with better technology and support.”
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The Selected Educational Trust recently announced the Institute for Exceptional Funeral Service is now in partnership with National Guardian Life Insurance Company (NGL). This collaboration brings a new on-demand course format, offering greater flexibility than before. “Recognizing the retention and recruitment issues in the profession, NGL wants to be a part of the solution. We want to be there for all funeral professionals, connecting them with opportunities through relevant training courses that address today’s challenges at an affordable cost,” said Jessica Grann, Senior Vice President, Chief Culture and Communications Officer at NGL. The Institute is a suite of carefully curated online skills-enhancement courses developed by experts in the profession. Courses are separated into three tracks, based on role and experience. Courses in the Service Excellence series are designed to work in tandem with on-the-job training to allow those new to working in any capacity within a funeral home to learn and internalize the foundations of what makes a funeral service professional excellent. Courses in the Experienced Directors or Decision Makers tracks are designed for more experienced professionals, featuring topics such as staffing retention and recruitment, conflict resolution with families, and properly navigating inquiry phone calls. Each course is approved for up to 8.0 contact hours of continuing education by the Academy of Professional Funeral Service Practice (APFSP) and several states. “The Institute has
been a successful program over the last three years, connecting premium educational content developed by leaders in the profession with those that have a passion for learning and improving themselves. We are honored to be partnering with NGL to advance this offering to the next level,” said Stefanie Favia, Executive Director of the Selected Educational Trust. “We are excited to partner with the Selected Educational Trust to provide valuable Continuing Education (CE) resources at an affordable cost,” said Grann. “Funeral professionals are dedicated to the families they care for in their communities and we understand it is not always easy or possible to spend days away from their funeral home. These online courses help them successfully earn up to eight hours of CE training when it fits into their schedule and from the comfort of their homes.” For full course listings and to register, visit www.funeral-institute.org. For a limited time only, enter code ‘NGLInstitute’ at checkout for a 50% discount off the full price (a savings of almost $100). Clients of NGL, members of Selected Independent Funeral Homes, and students enrolled in mortuary science education programs are eligible for additional savings and should email institute@ selectedtrust.org to learn more.
Homesteaders Life Company has announced a strategic integration with Gather’s case management platform. This new partnership allows Gather’s funeral home and cemetery users to seamlessly access their Homesteaders pre-need policy data directly within the platform.” Case management is a significant component of day-to-day funeral home operations for many of our customers,” affirmed Lyndon Peterson, Homesteaders EVP-Sales and Marketing. “Integrating our pre-need data into leading platforms like Gather makes it even easier for current and prospective funeral home partners to do business with
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Homesteaders.” Users will now be able to access all their Homesteaders policy data, including policy details and pre-need contract information, in Gather at any time, from any device. They will also be able to easily convert pre-need policies to cases in Gather and receive notification of any policy changes. “Funeral providers have had limited options for integrating their case management platform with their pre-need program,” said Zach Chatterton, Gather CEO and Founder. “In partnering with Homesteaders, we’re bringing a new option to market that offers complete and seamless integration between pre-need and at-need data.” “Homesteaders is committed to being the most customer centric company in the pre-need market and strives to create tools and solutions that integrate easily into funeral operations,” said Nick Gerhart, Homesteaders Chief Operating Officer. “We are excited to partner with leading providers of these solutions when it serves our customers, moves the profession forward and helps providers serve the needs of families.” To learn more, visit gather.app/case-management.
Everdays, a company in the end-of-life planning and insurance space, has announced the launch of Everdays 2.0, the latest version of its platform tailored for active, healthy individuals age 60 and above. This updated platform is now available to pre-need and life insurance agents, allowing them to offer their clients a “policy with a plan” solution. Everdays aims to transform end-of-life planning with a simplified, whole-life insurance solution that goes beyond traditional and guaranteed products. The platform focuses on older consumers, providing a 100% digital simplified issue whole life insurance policy of up to $100,000 without requiring medical exams. “Our goal is to provide our clients with a seamless, stress-free experience during a sensitive time in their lives,” said Mark Alhermizi, CEO and Founder of Everdays. “Everdays streamlines the entire process, from lead management to quote to checkout to documentation, allowing
agents and their clients to navigate their purchase with ease and clarity.” Everdays not only offers clients a superior product but also provides higher approval rates and savings of over 40 percent compared to traditional guaranteed policies. The company’s unwavering commitment to stability and security is evident through its partnerships with trusted underwriters like TruStage, the industry leader in simplified issue whole life and pre-need insurance. With Everdays, pre-need and life agents gain a powerful ally in their mission to serve clients more effectively. The platform not only offers competitive commissions but also broadens the horizon of pre-need planning, empowering clients to prepare for a wide range of end-of-life expenses, supplementing the benefits of conventional funeral and cemetery cost planning. We’re thrilled to introduce Everdays 2.0 to life agents and family service counselors. This platform redefines end-of-life planning by allowing purchasers to not just buy insurance, but to create a detailed
plan. Our ‘policy with a plan’ technology ensures that every dollar is allocated according to the purchaser’s specific wishes.”
Starmark™ Funeral Products has expanded its Chaise Bed Viewer® lineup with the addition of the 27” Pine model, joining the existing Canyon Brown, Cherry Mahogany, and Walnut options. Designed for affordability, the Chaise Bed Viewer features a one-time use insert, making it an ideal cremation container for identification viewings and private farewells. To enhance and diversify Starmark’s growing Chaise Bed Viewer collection, the 27” Pine model will include the new Nature’s Way bed viewer insert, which is both green burial and cremation friendly. Featuring a natural finish with a water-based clear coat and stationary handles, the bed-like Chaise Bed is an affordable alternative to other direct cremation
containers. “Many direct cremation-choosing families believe the body is cremated without considering issues related to body handling, such as storage, transportation, safety, and positive identification,” said Arie Elder, VP of Merchandising for Starmark™ Funeral Products. “Educating families and providing intuitive cremation-friendly options will allow funeral directors to discover a great benefit when understanding that one or more immediate family members will want to identify their loved one or hold a brief goodbye in a comfortable setting. Any Chaise Bed Viewer, paired with the Nature’s Way bed viewer insert, provides an environmentally friendly option for families opting for greener cremation or green burial. Crafted from all-natural materials, this insert features an interior lined with unbleached cotton fabric and equipped with cotton straps. This commitment to eco-friendly materials ensures that families can make a responsible choice without sacrificing the dignity and comfort of their loved ones.”
Sean and Leona McAllister
PlotBox recently unveiled the newest addition to its already extensive line of funeral home software solutions, the AI Obituary Assistant Just as the name implies, this user-friendly tool enables the automatic generation of personalized obituaries based on prompts about the loved one, with options to incorporate meaningful quotes and other information. It also uses information on the deceased previously entered into PlotBox, such as
relationships - for example, spouse or children, as well as booked service information to help create the most comprehensive obituary possible. It then provides the ability to refine and re-craft, helping to create a specially tailored and meaningful obituary. “We are proud to be able to bring the AI Obituary Assistant to our growing number of funeral home customers,” said PlotBox co-founder and CEO Sean McAllister. “At PlotBox, we are deeply committed to the responsible use of AI technology in enhancing our services, while respecting the sensitivity required for the deathcare and funeral industry. We see AI transforming deathcare management by introducing greater efficiency and offering new ways to support families during their times of need. That’s why we continue to embed many AI capabilities within PlotBox and have created a strong roadmap to utilize the many benefits it can provide within the solution as a whole.” Company co-founder and CCO Leona McAllister went on to explain how AI Obituary
Assistant harnesses the power of technology to enhance empathetic care. “An obituary is so much more than the notification of death - it’s the story of a life - a personal, lasting tribute. With so many important decisions to be made at such a challenging time, composing an obituary that fully captures what a family wants it to, understandably, does not always come easily. The Obituary Assistant has been designed to alleviate some of that burden for the family while allowing funeral professionals to focus on caring for them. And as Sean said, this underpins our approach to the use of AI across our products and services - rather than replacing that all-important person-to-person human touch, the two can work in harmony to harness the strengths of both.” In addition, the AI Obituary Assistant offers cemeteries and crematories access when upgrading to the cases module, the company is developing cross-functionality with our EverAfter digital engagement platform, allowing obituaries to be displayed online alongside a range of
digital materials such as memorial cards and photographs. To learn more about PlotBox’s funeral home software visit: https://plotbox. com/combo-cemetery-software.
Continental Computers, pioneers of the original funeral home director management software, is excited to unveil the latest version of their flagship product, The Director’s Assistant Web (TDAW). This new version introduces a range of modern web and automation features designed to streamline funeral home operations and enhance profitability. Originally launched in 1985 as The Director’s Assistant and continuously updated since, TDAW now advances the deathcare industry with cutting-edge innovations tailored for the 21st century. Key features include: Web accessible interface, allowing multiple users to operate anywhere on any device; accounting systems and processes so refined they are used by companies in other industries, with seamless data export to QuickBooks, Federated, and Peachtree; In-house customer service with a partner approach to troubleshooting and new features development; and intuitive
dashboard with automation features leveraging proven artificial intelligence to organize documentation, coordinate funeral services, and handle behind-the scenes processes. “For nearly 40 years Continental Computers has provided the superior software solution to the deathcare industry and we have no plans on stopping,” said Wes Johnson President/CEO of Continental Computers. “TDAW is simply the continuation of our commitment.”
For the past 25 years, Passages has been at the forefront of the green revolution in the funeral industry. Celebrating their silver anniversary, they are revisiting that journey since 1999, when first identifying the growing demand for sustainable funeral products. The range of biodegradable urns, caskets, and shrouds has proven impactful helping funeral professionals cater to the needs of
environmentally conscious families. Passages pioneered the introduction of comprehensive green solutions in funeral care, including innovative products for water burials and ash scattering. These offerings facilitate deeply personal and environmentally respectful meaningful, memorable experiences for families. Passages offers a variety of natural burial products, including shrouds and woven caskets. These products are Fair Trade and Green Burial Council certified, ensuring they meet the highest standards of sustainability and ethical production. By choosing these natural alternatives, families can avoid the resource-intensive practices associated with conventional burials. Our natural burial options provide a more environmentally gentle choice, allowing for a return to the earth in a way that minimizes ecological impact and honors the natural cycle of life.
Forest Lawn, a hallmark of the American rural cemetery movement, is set to celebrate its 175th anniversary. The commemoration began on August 10, the exact date in 1849 when Buffalo attorney Charles E. Clark and his wife Mary Anna acquired 80 acres from the family of the late Erastus Granger to establish Forest Lawn Cemetery. Since its founding, Forest Lawn was and continues to be an active cemetery with more than 169,000 “permanent residents.” With its well-maintained parkland, waterways, wildlife, remarkable funerary art and architecture, and a tree canopy that recently earned the cemetery its designation as a Level I Arboretum, Forest Lawn remains an inclusive and welcoming place for all. Fittingly, the 175th anniversary celebration on Saturday, August 10 included Cocktails on the Creek, a seated dinner, recognition of Forest Lawn’s longstanding archivist John Edens and the release of Pensive Beauty, Visions of Forest Lawn, Buffalo’s First Rural Cemetery. Author Melissa Banta and photographer Andy Olenick signed editions of the hardcover book in the
Preserve and is a certified Level I Arboretum Notably, the Garden of Remembrance was the first cemetery in Maryland to be nationally certified as a hybrid Green Burial Cemetery.
Puerta del Cielo in Santo Domingo is pleased to announce its booklet that describes its role and commitment to the environment of our cemetery Puerta del Cielo in Santo Domingo, Dominican Republic. Environment is a priority for Parque Cementerio Puerta del Cielo, and our main concern is that the park should be a space that creates an important relationship between humans and nature, specially through Trees We are aware that this idea is not new - the reality is that throughout history different cultures used this practice as an act of commemorative value to pay tribute to those who parted and at the same time this practice promotes love, care and respect towards Trees. We are proud of the landscape at Parque Cementerio Puerta del Cielo and of our care for the environment which shows visible results of the conservation of the flora of our country and promotes responsible environmental behaviors. We have conformed an “arboretum “with a wide exhibition of exotic plants and native endemic species, all well identified and classified. We have constructed secure walking trails for those who visit and above all we have created the structure to make our cemetery a beautiful ecofriendly green lung. As a proud member of
ICCFA, we are happy to support a sustainable and professional cemetery.
Cooperative Funeral Fund, Inc. (CFF), a pre-need and cemetery care fund management company, celebrated its 35th anniversary in July 2024. To commemorate the occasion, the Connecticut Funeral Directors Association (CFDA) presented a plaque, which was received by Regional Sales Manager Carolyn Katz and Claims Administrator Peyton Jowett. “It has been 35 years since I founded the company to build on its original promise: Do what is right for your client, and a successful business will follow. I thank our 1,200 clients and 113,000 beneficiaries for putting their trust in us. I thank my employees, a majority of whom have been with us for decades! Many thanks to everyone who has been part of the journey!” stated
founder and president, Mark Mannix. CFF manages the investment, accounting, compliance, and payout of pre-need and cemetery care funds. The company is registered with the United States Securities and Exchange Commission as an Investment Advisor and manages over $633 million in assets for over 1,190 deathcare clients.
“Happy Wife-Happy Life” the saying goes, and for companies, happy employees lead to happy customers, growth, and continued success. So it’s with pride that Directors Investment Group (DIG), parent company to Funeral Directors Life, Passare, and other subsidiaries, recently revealed that they’ve been named one of the Best Workplaces in Texas™ by Fortune Media and Great Place To Work®. This is DIG’s 8th time on this list. The company was ranked #13 in the small and medium business category, surpassing last year’s placement at #19.” Being recognized again as one of the best workplaces in Texas is a high honor,” said Kris Seale, DIG President & CEO. “One of our team’s main priorities is to be a great place to work, which means we emphasize strengthening relationships and growing in mind, body, and soul. I’m proud of our people and everything we have accomplished over the years. We’re truly honored to receive this recognition.” The Best Workplaces in Texas™ list is highly competitive. Selected companies have a proven ability to provide positive experiences for their employees across the board, regardless of their job position, work status, or other personal characteristics. To be selected, DIG had to exceed rigorous benchmarks and demonstrate its dedication to being one of the best companies headquartered in Texas through employee feedback. “Congratulations to the Best Workplaces in Texas,” says Michael C. Bush, CEO of Great Place To Work®. “These are determined to create the best work environment for their people, and in return, they are seeing stronger performance, faster innovation, and healthier growth.”
Introducing Reflections Suites™, a new turnkey glass-front niche offering from the experts at Matthews Gibraltar Mausoleum & Construction Company. These dedicated niche buildings make it easy for your cemetery or funeral home to provide meaningful memorialization for families choosing cremation. Contact Matthews Gibraltar Mausoleum & Construction Company at 412-571-5523 or prauch@matw.com to start your Reflection Suites™ building today!
WHETHER OR NOT you are a member of our association, ICCFA is here for you. We serve and support deathcare professionals through a variety of tools and resources designed to increase management proficiency and improve business practices. From regular updates on government and legal issues to educational meetings, ICCFA staff works hard in making sure we follow through with our mission all year long. We have three central tenets to our mission: Education, Legislative, and Networking
Education: ICCFA believes in the power of education, so we provide a variety of educational offerings throughout the year. By being trained and certified within the profession, not only do you stand out among your peers, but you serve families effectively. ICCFA provides cremation training where you can earn your administrator, arranger, or operator certifications. We also offer an on-demand crematory
operator training where you can earn your certification from the comfort of your home or office. For those who want to provide additional services to their families, we do offer celebrant training. To ensure participants are meeting the requirements necessary to maintain professional licenses, we are proud to offer Continuing Education credits for multiple ICCFA events. To learn more about our educational offerings, please visit iccfa. com/education
Legislative: ICCFA does what no cemetery or funeral home can do alone: we speak for the entire deathcare profession. We are the only international trade association that represents all segments of the cemetery, funeral service,
cremation and memorialization profession. Congress looks to ICCFA when an expert in our profession is needed. Our members rely on us to keep them informed of legal and legislative activities that are relevant to them. We regularly interact with numerous federal agencies, such as the Federal Trade Commission, Department of Labor and EPA; provide updates on activities through the Washington Report which can be found in our magazine Memento Mori ; offer legal and management strategies on Funeral Rule compliance review, and so much more. We encourage you to learn more about our advocacy efforts at iccfa.com/advocacy.
Networking: The opportunity to exchange ideas and best practices with your peers is invaluable within the profession, and you can network year-round with ICCFA! We hold four key events throughout the year which include an annual DEAD Talks Sales Conference, ICCFA Annual Convention & Exposition, ICCFA University, and an annual Fall Leadership Summit. We also hold free monthly webinars in the ICCFA Webinars Series where participants engage with leaders in deathcare and learn from their experiences in the profession through an easy-to-use digital platform. Our top-tier networking opportunities at ICCFA events stand out as there’s something here for everyone. For more information on our events, check out our full schedule at iccfa.com/iccfa-events
While the tenets in our mission are accessible to everyone, ICCFA members benefit from their membership with the following:
• First to know about any Capitol Hill news that could affect them and the profession.
• Receive ICCFA-member only pricing on our educational offerings.
• Scholarship opportunities to attend ICCFA events at no registration cost through the ICCFA Educational Foundation.
• Exclusive access to informative webinar recordings after their conclusion.
• And more!
Not a member? Learn more about member benefits and what the ICCFA can do for you by visiting our website at www.iccfa.com or contact Jason Brown, Membership Manager, at jason@iccfa.com or (571) 323-2986
Don’t miss ICCFA’s Leadership Summit to be held October 15–17, 2024, at The St. Anthony Hotel in San Antonio, TX. The highlight of this event is a featured speaker from The Ritz-Carlton Leadership Center who will provide the interactive workshop: A Culture of Excellence | Building Success from Within. This session will review The Ritz-Carlton’s best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Attendees ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees.
• The Ritz-Carlton Culture: An indepth review of The Ritz-Carlton Gold Standards: The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values.
• Simple, Sustainable Processes: Learn about the selection process at The Ritz-Carlton and how they onboard, reward, and recognize talent.
• Employee and Customer Engagement: The foundation of driving
customer engagement is having engaged employees. The employee mindset has everything to do with whether your business survives or thrives, because engaged employees create engaged and loyal customers.
• Importance of Empowerment: Empowering employees is an imperative component of their legendary service. At The Ritz-Carlton, empowerment means their Ladies & Gentlemen can make decisions that impact the well-being of guests. The Ritz-Carlton’s
empowerment model reduces problem resolution costs and creates consistently exceptional service.
For more information regarding the full program, registration, pricing, lodging, and more, visit iccfa.com/fall
Leadership Agenda Highlights:
Tuesday, October 15
• 1:00pm–5:30pm: Golf Tournament at Brakenridge Park Golf Course
• 2:30pm–4:30pm: Wine Tasting Event
• 6:30pm–8:00pm: Welcome Reception
Wednesday, October 16
• 10:00am–1:00pm: The Ritz-Carlton Leadership Center presents A Culture of Excellence | Building Success from Within
• 2:15pm–5:15pm: Brave Leadership Through Boundaries and Beyond
• 6:00pm–7:15pm: Reception
Thursday, October 17
• 10:00am –11:30am: Government & Legal Affairs Committee Meeting & Update, open to all attendees, with breakfast
• 12:30pm–4:00pm: Optional Property Tour of two Mission Park Funeral Chapels, Cemeteries & Crematories locations
ICCFA took dock on April 10–13 in sunny Tampa for the 2024 ICCFA Annual Convention & Expo, where ICCFA members were either inducted into the ICCFA Century Club or were awarded their executive designation on April 11 during the ICCFA Annual Meeting of Members. The ICCFA Century Club is a club for individuals who have been members for 25 (Quarter Century Club) or 50 (Half Century Club) consecutive years.
On behalf of the ICCFA leadership and staff, congratulations to the following inductees for their continued support in the association:
• Elisa Krcilek, Mountain View Funeral Home
• Howard Holderfield, Sunset Memorial Oaks
• David Yearsley, CSE, Ensure-A-Seal
• Arlie Davenport, Greenwood Memorial Park
• Aaron Shipper, Rose Hills Memorial Park
• Robert Lindquist, Lindquist Memorial Parks
Additionally, individuals who attained the highest level of achievement in the deathcare profession were awarded their designation within the ICCFA’s Executive Certification Program. This year’s individuals have continued to participate in continuing education programs within the ICCFA and have demonstrated successful leadership skills in the
profession. The following individuals received their designation(s) at this year’s ICCFA Annual Convention & Expo:
• Colby Hitchcock received CCrE (Certified Cremation Executive) and CCFE (Certified Cemetery Funeral Executive)
• Robbie Pape received CCFE (Certified Cemetery Funeral Executive)
• Craig Zitterman received CCE (Certified Cemetery Executive)
The ICCFA leadership and Certification Board congratulates these individuals for their continued participation within the association and their dedication to the deathcare profession. For more information on the ICCFA Executive Certification Program, visit https:// iccfa.com/certified-executive-program/
ICCFA is excited to announce its inaugural 40 Under 40 Awards program to recognize rising stars in deathcare who positively impact the profession. These young leaders significantly contribute to their firms and communities, representing the best in our field. This diverse group includes cemeterians, funeral directors, managers, administrators, crematory operators, maintenance supervisors, and more.
• July 15, 2024 – Nominations open
• September 3, 2024 – Nominations close
Honorees of the 40 Under 40 Award will be featured in the Memento Mori magazine, featured on ICCFA social media and online, recognized at the 2025 ICCFA Annual Convention & Expo, and provided a $500 educational scholarship to attend the 2025 ICCFA Fall Leadership Summit.
• October 16, 2024 – Honorees will be notified during the 2024 ICCFA Leadership Summit in San Antonio
Nominees must be 39 years of age or younger as of August 31, 2024. Nominees can be working in any capacity within the deathcare profession.
• Professional Achievement: Nominees should have a strong track record of success in the profession. This could include exceeding sales targets, developing innovative approaches to serving families, leading a team to significant results, and more. Nominees should have specific actions that helped the organization meet or exceed financial or operational goals.
• Leadership: Nominees should demonstrate strong leadership skills. This could include the ability to motivate and inspire others, build consensus, and make sound decisions.
• Community Involvement: Nominees should be actively involved in their community. This could include volunteer work, serving on boards or committees, or simply being a positive role model.
• Innovation: Nominees should demonstrate a willingness to think outside the box and generate new ideas. Nominees should have specific steps taken to establish or contribute to a culture of improving the family experience.
• FAQs
Can I nominate myself?
NO, it is required that you are nominated by a manager of your organization. ICCFA wants to ensure honorees are not only in good standing at their organization but excelling as well.
Do I need to be an ICCFA member in good standing to nominate someone?
YES. If you want to check your membership status, please contact ICCFA by emailing hq@ iccfa.com or by calling 703-391-8400.
What makes a good nomination?
Specific examples of leadership and achievement are very helpful. We need to know what your nominee has accomplished that sets them apart from others under 40.
Can I nominate more than one person from my company?
YES, you may nominate as many as you want, but a separate form needs to be completed for each nominee. Nominations are to be submitted using the online form at iccfa.com/ awards
Will multiple nominations from the same person/company influence the selection process?
NO, multiple nominations from the same person/company will not influence the selection process in any way.
Their actions inspire us and are shaping the future of deathcare, so please help us identify the accomplished young leaders in your company by submitting your 40 Under 40 nominations by September 3 Visit iccfa.com/awards to submit your nominations.
The International Cemetery, Cremation and Funeral Association (ICCFA) proudly announces the election of new leadership during its 2024 Annual Convention & Exposition held from April 10–13 in Tampa.
The following esteemed individuals have been elected as ICCFA officers for the term 2023-2024:
• President: Lee Longino, Service Corporation International, Houston, Texas
• President-Elect: Bob Gordon Jr., CEE, Cypress Lawn, Colma, California
• Vice President, Education: John Bolton, CCE, CCrE, CS, CXE, Park Lawn Corporation, Houston, Texas
• Vice President, Membership & Marketing: Shawna de la Cruz, Forest Lawn Memorial-Parks & Mortuaries, Glendale, California
• Vice President, Internal Affairs: Rafael Ochoa, Hillside Memorial Park and Mortuary, Los Angeles, California
• Vice President, External Affairs: Lauren Blevins, CCFE, CPLP, Williams Funeral Homes & Crematory, Columbia, Tennessee
• Treasurer: Chris Keller, Life Remembrance & CPRA Studios, Littleton, Colorado
• Secretary: Micah Singerman, MBA, Shalom Memorial Park & Funeral Home, Arlington Heights, Illinois
Additionally, the following regular members have been elected to serve three-year terms on the ICCFA Board of Directors:
• John Bolton, CCE, CCrE, CS, CXE, Park Lawn Corporation, Houston, Texas
ICCFA President Lee Longino
• Janis Diamond, SCI, Dignity Memorial, Service Corporation International, Houston, Texas
• Trey Hall, Gentry Morrison Funeral Homes & Serenity Gardens, Lakeland, Florida
• John Newcomer, Newcomer Funeral Service Group, Louisville, Kentucky
• Kyle Nikola, Fidelity Memorial Group, Garden City, Georgia
• Kirk Roberts, American Cemetery Services LLP and Roberts Funeral Homes Inc., Wooster, Ohio
Furthermore, the Supplier/Professional member elected to serve a two-year term on the ICCFA Board of Directors is:
• Kevin Gaffney, Funeral Director’s Life Insurance Company, Cincinnati, Ohio
The members of the 2024–25 Executive Committee are as follows:
• President: Lee Longino, Service Corporation International, Houston, Texas
• President-Elect: Bob Gordon, Jr., CCE, Cypress Lawn, Colma, California
• Immediate Past President: Robbie L. Pape, CCFE, Carriage Services, Houston, Texas
• Appointment by Past Presidents: Fred Lappin, CCE, Knollwood Cemetery Corporation, Canton, Massachusetts
• Appointment by President: Jay Dodds, CFSP, Park Lawn Corporation, Houston, Texas
For more information about ICCFA and its leadership, please visit www.iccfa.com.
On July 18-23, 2025 the ICCFA University will be back in session at Emory University in Atlanta, and you won’t want to miss out on this opportunity to learn from the best and join the ranks of deathcare professionals who call the ICCFAU their alma mater.
Immerse yourself in the full “U Experience” with on-campus housing and dining at the Emory University Conference Center. We offer eight colleges to choose from in this unique learning environment that encompasses every area of management and operations. The curriculum combines proven business theory with practical, proven instruction from top cemetery, cremation, and funeral service professionals who have been selected for their firsthand experience and knowledge of the daily challenges you face in your job.
1. College of 21st Century Services—Dean Glenda Stansbury
2. College of Cremation Services—Dean Clift Dempsey, CCrE, CCFE
3. College of Hospitality & Customer Experience—Dean Lori Bolton, CSE, CXE
4. College of Land Management & Grounds Operations—Dean Gino Merendino
ICCFA University is open to employees of all cemeteries, funeral homes, crematories, supplier companies, and related businesses. Prior college attendance is not required. In general, it is designed for students who are:
• Company owners and chief executive officers;
• Managers seeking to develop additional skills and knowledge in order to improve their techniques and operations;
• Managers who are interested in moving into new areas of responsibility;
• Managers new to the cemetery and funeral service profession;
• Staff interested in advancing into management positions;
• Staff interested in improving their skills to better serve their employers and their client families; and
• Suppliers who want to network and gain a better understanding of their clients’ challenges.
The ICCFA University boasts eight colleges to choose from that are in tune with our profession today:
5. College of Leadership, Management & Administration—Dean Gary Freytag, CCFE
6. College of Technology—Dean Nick Timpe, CSE
7. J. Asher Neel College of Sales & Marketing—Dean Daniel Thomas
8. Todd Van Beck College of Funeral Home Management—Dean Mathew Forastiere
We are also happy to once again host the School of Graduate Studies, led by Dean Robbie Pape, CCFE. This course of study offers ICCFAU graduates, or those with a letter of recommendation from one of our deans, the opportunity to return to the University and attend a specially curated course designed for C-Suite leaders and senior executives who are ready to drive collaboration, innovation, and growth while reaching the highest levels of leadership. This course is limited to 12 participants and requires a separate application to attend. Please visit iccfa.com/university to complete the School of Graduate Studies application.
Class sizes are limited and are accepted on a first-come, first-served basis. Registration includes all classroom training, materials, and three meals a day starting with dinner on Friday evening and ending with breakfast on Wednesday, as well as refreshments breaks
CAVE HILL CEMETERY and its nonprofit foundation, the Cave Hill Heritage Foundation, collaborated with Hosparus Health of Louisville to address the often-overlooked needs of grieving children in their community.
Through the G-Force camp, children ages 6–12 who had experienced significant loss were provided with a transformative weeklong experience. The program included activities such as exploring the cemetery grounds,
panel discussions with funeral directors, and a mock funeral service where children actively participated in honoring their loved ones.
This innovative approach, guided by professional therapists, not only facilitated healing but also fostered a sense of connection and understanding among the participants. Feedback from families highlighted the profound impact of the program, with children expressing increased openness about their feelings and memories of their loved ones.
Cave Hill Cemetery and the Cave Hill Heritage Foundation are committed to continuing this invaluable partnership with Hosparus, recognizing the importance of supporting grieving children as they navigate the journey of loss and healing.
IN GUATEMALA, October and November are deeply imbued with nostalgia and love as their culture commemorates the departed, marking the start of a special season dedicated to honoring passed loved ones. Señoriales Corporación de Servicio’s “Momentos Que Nos Unen” campaign effectively emphasized the significance of this dedication through a day devoted solely to this purpose, celebrating the enduring connection between the living and the departed.
At Cementerio Los Parques, families engaged in various activities fostering familial bonds and paying tribute to their passed loved ones, with highlights including workshops, storytelling, and a monumental kite symbolizing the bridge between earthly and spiritual realms. Through music, creativity,
and reflection, the event underscored the importance of cherishing every moment shared and the enduring influence of those who have left indelible imprints on our lives, ultimately affirming that love and connection transcend physical existence.
IN NOVEMBER 2023, Jefferson Memorial Cemetery partnered with the Pittsburgh Institute of Mortuary Science (PIMS) to hold a bone burial event, honoring remains used for student education. PIMS, a nonprofit educational institution, has trained funeral service students for over 75 years, and their collaboration with Jefferson Memorial included planning a funeral and burial for unused instructional bones.
Represented by diverse religious leaders, including a Rabbi and a Catholic priest, the event involved over 50 attendees, including a bagpiper and a veteran’s honor guard. While led by PIMS, Jefferson Memorial supported the event by providing facilities and services, with their grounds crew conducting the interment.
This student-led initiative aimed to provide a dignified farewell and could become a recurring tradition, inviting public participation to honor those who donated their bodies to science. Jefferson Memorial commends the PIMS students for their compassion and looks forward to future collaborations with the institute.
PRAY FUNERAL HOME orchestrated a deeply personalized and memorable funeral for Eldon Howe, a beloved patriarch known for his dedication to family, community, and his car dealership. Through imaginative elements like a candy table reflecting Eldon’s generosity, personalized casket and vault selections, and a procession through the dealership’s service garage, the funeral celebrated Eldon’s unique life story.
Guests were engaged with interactive elements, including boards showcasing fun facts and a video capturing memories, while the luncheon held in the dealership showroom provided a fitting tribute to Eldon’s lifelong passion.
The event garnered community attention and heartfelt appreciation, embodying a meaningful farewell that honored Eldon’s lasting impact.
Eterneva specializes in creating lasting tributes for both people and pets, with over 4,000 families served since 2016. Recognizing the profound bonds people share with their pets, Eterneva ensures a meaningful experience, exemplified by Brittany Stanton’s journey to commemorate her beloved golden retriever, Ollie, who tragically passed from ingesting toxic algae.
Through Ollie’s Diamond Journey, documented in a viral TikTok video, Brittany’s emotional unveiling of his amber-hued diamond not only honored Ollie but also raised awareness about the dangers of Ladybird Lake, ultimately saving lives.
In a poignant tribute held on November 1, 2023, at Los Parques Cemetery, a heartfelt altar was meticulously crafted to honor
cherished pets. Nestled beneath the ancient cypress tree known as the “Tree of Life,” this altar exuded warmth and reverence,
adorned with vibrant colors, fresh flowers, and photographs.
Collaborative efforts from families created a mosaic of love that illuminated the space, while symbolic elements, such as marigolds and timeworn toys, spoke to the transient yet enduring nature of life and love. Culinary offerings personalized to each pet’s preferences added an intimate touch to the celebration, symbolizing the hope of a joyful reunion beyond the rainbow bridge.
This tribute, reaching over 800 participants and garnering significant social media attention, transcended mere artistic expression to become a poignant testament to the timeless bond between humans and animals. It offered solace, inspiration, and a reaffirmation of eternal love enduring in the hearts and memories of all involved.
Life’s QR is an innovative platform revolutionizing memory preservation, legacy sharing, and generational connections through advanced QR technology. With a commitment to honoring every individual’s unique narrative, Life’s QR offers stainless steel, weatherproof QR code signs placed on headstones, memorials, and other sites, leading visitors to interactive online tribute pages.
Users can personalize memorials with extensive text, photos, videos, and even virtual guestbooks, ensuring a meaningful and respectful environment. The platform’s vision is to lead in memory preservation and legacy sharing, providing an affordable and user-friendly solution across Canada and the USA, extending opportunities to funeral homes, cemeteries, towns, and businesses.
Life’s QR aims to celebrate human life and stories, transcending traditional obituaries by
connecting, learning, and sharing memories in a world where cherishing loved ones is paramount.
Passages addresses the challenge of scattering cremated remains by introducing The Etern.life Memorial Map, an online platform providing families with a designated space to mark the exact scattering location, create dynamic memorials, and share stories and photos of their loved ones.
Unlike static obituaries, Etern.life fosters a
living community where families can continuously update and personalize memorials, offering a meaningful alternative to traditional burials. With nearly half of cremation families opting to scatter, Etern.life fills the need for accessible, meaningful places to pay respects, catering to diverse reasons for scattering. Already established in 16 countries,
Passages encourages families to share unique goodbye stories and celebrates the diversity of memorial practices, providing free access to the platform with every biodegradable urn and Scattering Tube purchase.
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The International Cemetery, Cremation and Funeral Association (ICCFA) is pleased to announce the successful conclusion of its 2024 Annual Convention & Exposition, held in Tampa, from April 10–13, 2024. The event brought together professionals from the deathcare profession for a dynamic and engaging experience.
“With 996 registered attendees and more than 2,000 individuals in attendance, the convention not only met but surpassed expectations,” said ICCFA President Lee Longino. “We are thrilled to see such strong participation, underscoring our commitment to fostering a vibrant community within the deathcare profession. As we look ahead, I am excited to lead ICCFA into a new era of innovation and change. We are poised to disrupt the status quo and usher in transformative initiatives to propel our profession forward.”
Renowned speakers Shawn Achor and
Brian Solis delivered captivating presentations, offering profound insights into success, happiness, and the importance of personalized experiences in a rapidly evolving landscape. Their contributions enriched the convention program and left a lasting impact on the attendees, making the event truly memorable.
Throughout the convention, participants delved into topics vital to professional growth, such as leadership, technology, and meeting consumer expectations. The event also celebrated outstanding contributions to the profession, including the induction of Fred
Lappin, CCE, into the prestigious ICCFA Hall of Fame and the presentation of the 2024 ICCFA Educational Foundation’s Lasting Impact Award to Jim Price, CCFE, CCrE.
“This year’s convention was most importantly about connecting and networking. The atmosphere was electric with the strengthening of existing connections and the excitement of establishing new partnerships. We continue to realize the importance of meeting with one another in person to further our profession’s future,” said Immediate Past President Robbie Pape
Looking ahead, the ICCFA announced the dates for next year’s event, scheduled at the Mandalay Bay Resort & Casino in Las Vegas from April 30 to May 3, 2025. For more information and updates, visit iccfa.com/annual.
Attendees were treated to engaging educational sessions.
ICCFA Educational Foundation president Gino Merendino presents Jim Price, CCFE, CCrE, with the 2024 Lasting Impact Award.
A local color guard opens the Annual Meeting of the Members.
September 20, 2024
Funeral IQ
Live! Casino & Hotel in Philadelphia, PA
Visit https://www.funeraliq.org to learn more about the event.
September 30–October 3, 2024
The Catholic Cemetery Conference
75th Anniversary Convention & Expo
OMNI Hotel Providence, Providence, RI
Visit www.catholiccemeteryconference. org.
October 15–17, 2024
ICCFA Fall Leadership Summit
The St. Anthony Hotel, San Antonio, TX
Visit www.iccfa.com/fall.
February 4–6, 2025
DEAD Talks Sales Conference
Park MGM Las Vegas | Las Vegas, NV
Visit www.iccfa.com/sales.
Since 1976 IMSA has been empowering cemetery and funeral service providers by advocating for unity with various industry associations and ensuring greater access to supplier products and services. Our organization of companies is committed to supplying quality products and services to the funeral profession while providing the leading best practices and standards in the industry.
