Funeral Business Solutions January/February 2025 Issue

FROM THE PUBLISHER

Hi, I'm Tim Totten, a 25-year industry veteran. I've worked at both corporate and family-owned firms before expanding my side business (making removal quilts out of the garage) into a full-time career.

Can you believe we're already on our 3rd calendar year publishing this magazine!

As we keep growing, we've added a skilled Ad Manager, Jim Rohrlack, to help us find companies that want to share their amazing products and services with you in the pages of this magazine.

Jim Rohrlack Ad Manager

Jim has years of experience with trade publications and he's a personable guy who wants to help companies succeed as he brings them together with the funeral professionals who need the products and services they provide. If you need anything from him, you can reach him at jim@fbsmagazine.com.

Sincerely,

TIMOTHY TOTTEN Publisher

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CONTRIBUTORS

Erin Connolly started her communications career teaching anchors and reporters how to present the news. She found her niche working for Mortuary Lift Company writing articles and press releases. Erin received her B.A. from the University of Iowa and her M.A. from the S.I. Newhouse School of Communications at Syracuse University.

George Paul III is a volatile visionary using branding and design to help grieving families honor the legacy of their loved one. Cherished Creative delivers agency-level branding, marketing and design services to busy firm owners. He can be reached at gpaul@ cherishedkeepsakes.com.

Nikki Anne Schmutz, a Utah native, is a published author with a background in caretaking and as a Registered Behavior Technician (RBT) for special needs individuals. After being widowed in 2016, she became an Estate Specialist in 2019 at Full-Circle Aftercare. Promoted to Director of Operations in 2021, Nikki now guides funeral homes, hospice providers, and families through the complexities of non-legal estate settlements.

Mandie Hungarland went from being the very first "Ringer" for Dead Ringers in 2017 to overseeing all operations as the company's COO. Mandie is passionate about customer experience in deathcare and teaches on empathy and effective communication in the profession. Connect with Mandie at mandie@deadringers.co or book a call at www.deadringers.co.

Joel Soelberg is the Managing Director of Duncan Stuart Todd Ltd, a design and mortuary equipment firm that specializes in OSHA compliant Care Center renovations and new construction since 1992. He can be reached by email at info@duncanstuarttodd.com or call him at 720-583-1886.

Ronald H. Cooper, CPA is a funeral home accountant and consultant with Ronald Cooper, CPA, PLLC. He can be reached by phone at 603-6718007, or you may email him at ron@ funeralhomeaccounting.com.

Raymond L. Bald, CPA, CFE is a funeral home tax accountant and consultant with Cummings, Lamont & McNamee, PLLC. He can be reached by phone at 603-772-3460, or you may email him at rbald@clmcpa.com

Alan Creedy is celebrating his 44th year as a consultant to the Funeral Profession. You can learn more about him and the services he offers at his website: https://funeralhomeconsulting.org/

FUNERAL BUSINESS SOLUTIONS MAGAZINE www.FBSMagazine.com

1801 South Bay Street Eustis, Florida 32726

Timothy Totten, Publisher TimTotten@FBSMagazine.com 352.242.8111

Robin Richter, Content Editor RobinRichter@FBSMagazine.com 813.500.2819

Funeral Business Solutions Magazine is published bi-monthly (6 Issues a year) by Radcliffe Media, Inc. 1801 South Bay Street, Eustis, Florida 32726. Subscriptions are free to qualified U.S. subscribers. Single copies and back issues are $8.99 each (United States) and $12.99 each (International). United States Subscriptions are $64.00 annually. International Subscriptions are $95.00 annually.

Visit www.FBSMagazine.com for content that is updated frequently and to access articles on a range of funeral industry topics. Radcliffe Media provides its contributing writers latitude in expressing opinions, advice, and solutions. The views expressed are not necessarily those of Radcliffe Media and by no means reflect any guarantees that material facts are accurate or true. Radcliffe Media accepts no liability in respect of the content of any third party material appearing in this magazine. Copyright 2025. All rights reserved. Funeral Business Solutions Magazine content may not be photocopied or reproduced or redistributed without the consent of publisher. For questions regarding magazine or for subscriptions, email info@FBSMagazine.com.

ARTICLE REPRINTS

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INDUSTRY HEADLINES

Green Burial CounCil expands CertifiCation to Body Care produCts

January 6, 2025–The Green Burial Council (GBC), a leader in promoting environmentally sustainable practices in the funeral industry, is excited to announce a groundbreaking expansion of its certification program. Building on its existing certification of non-toxic embalming fluids, the GBC will now certify body care products of all types, including cosmetics, odor control, and products intended for topical use. Manufacturers of cosmetics and topical products of all types can now apply for the GBC seal of approval, demonstrating their commitment to ecoconscious practices and gaining access to a growing market of environmentally aware consumers.

The GBC invites body care product suppliers to review their existing product offerings for eligibility under this Body Care Products Certification standard. To be considered for certification, a body care product must: make the full ingredient list publicly available and easily accessible; contain minimal PBT (persistent, bioaccumulating, toxic) chemicals; and contain minimal CMR (carcinogenic, mutagenic, reprotoxic) chemicals. For a product meeting the minimum requirements, a one-, two-, or three-Leaf rating is then assigned based on how safe the ingredients are. Points towards the Leaf ratings are awarded when the product is free of any ingredients included in the CDC’s list of carcinogenic and reprotoxic chemicals, free of any ingredients included in the EPA’s list of PBT (persistent, bioaccumulating, toxic) chemicals, or entirely made with ingredients on the FDA’s list of GRAS (generally recognized as safe) chemicals.

As more and more funeral customers seek environmentally friendly options, funeral directors and embalmers need to be prepared with techniques and products for body care that meet the safety and biodegradability requirements for natural burial and body composting. Practitioners of natural body care and home funeral advocates have long used simple household products for hygiene, odor and cosmetic improvements, and the GBC is encouraging industry suppliers to support licensees

who wish to offer these trusted techniques in a professional setting. Since the natural deathcare movement emphasizes the benefits of spending time with the deceased, deathcare professionals cannot assume that a green burial will always be a direct burial. Having a strategy and toolkit for non-toxic body care will be essential to meet the demands of green funeral consumers who ask for viewings and ceremonies, and the GBC is proud to offer a standard definition of what it means to be eco-friendly in the prep room.

This initiative reflects the GBC’s ongoing commitment to fostering environmental responsibility and worker health in funeral service. By extending our certification to body care products, we aim to increase the flexibility that practitioners and consumers have when choosing end-of-life options that fit with their values. For more information on how to apply for Certification, or to look up already certified products, go to www.GreenBurialCouncil.org.

About the Green Burial Council: The Green Burial Council provides national certification for both funeral homes and cemeteries that provide environmentally conscious options for burial and disposition. Green burial has steadily grown in popularity over the past two decades, reflecting the community’s desire for more natural disposition methods. The GBC’s mission is to inspire and advocate for environmentally sustainable, natural death care through education and certification.

foundation partners Group appoints John d. smith as Ceo

WINTER PARK, Fla. (January 13, 2025) – Foundation Partners Group, the second largest provider of funeral services in the United States, today announced the appointment of John D. Smith as chief executive officer (CEO). Smith, a passionate and resilient leader with a proven track record of driving organizational success, joins Foundation Partners at a pivotal time of growth and transformation.

“John’s experience delivering transformative growth, operational excellence and cultural evolution makes him the ideal leader to guide Foundation Partners into its next chapter,” said Henry Hagan, chairman of the Foundation Partners board. “Throughout his career, he has successfully scaled organizations and transformed legacy business models into customercentric, omnichannel success stories. His ability to implement strategic initiatives, optimize operations and build high-performing teams has consistently delivered measurable results.”

Smith most recently served as chairman and CEO of New York City-based Icon Parking, where he garnered the National Parking Association’s Innovator of the Year Award in 2023. Prior to joining Icon, he was chief operating officer at Aaron’s Inc., a leading omnichannel provider of lease-purchase solutions. Smith has dedicated his career to building innovative consumer experiences across multiple industries, including chief executive roles in retail, hospitality, restaurants, entertainment and board positions at the Atlanta Convention & Visitor’s Bureau and Carrolls Corporation, one of the largest restaurant franchisees in North America.

Chris Blackwell, Foundation Partners interim CEO who led the search to find the new CEO, said, “In a competitive search, John emerged as the candidate uniquely suited to inspire our funeral directors and the entire team to deliver on our mission to bring ease and comfort to families.“

Rick Tuss, former owner of Charlotte Memorial Funeral Home and current Foundation Partners partnership consultant, agrees. “John’s appointment signals an

exciting new era for Foundation Partners and the industry. His ability to balance innovation with the deeply rooted traditions of funeral services ensures that families will continue to receive compassionate care while benefiting from new, forward-thinking solutions.”

Smith holds a bachelor’s degree in electrical and electronics engineering from Temple University and an MBA from Harvard Business School.

“I am honored to join Foundation Partners and work alongside a talented team dedicated to transforming the end-of-life experience in funeral and cremation services,” said Smith. “Together, we will build on the company’s strong foundation, innovate, embrace change and create positive meaningful experiences for the families we serve.”

About Foundation Partners Group

Winter Park, Florida-based Foundation Partners Group is one of the industry's most innovative providers of funeral services and the second-largest funeral home group in the country based on the number of families served. Foundation Partners owns and operates a network of over 250 funeral homes, cremation centers and cemeteries across 21 states. Our deep understanding of technology and customer experiencecentered approach allows us to deliver truly innovative and compassionate care to the families we serve. Visit www.foundationpartners.com to learn more.

nfda speCial Bulletin: epa releases final risk evaluation on formaldehyde

BROOKFIELD, WI – Earlier today, the U.S. Environmental Protection Agency (EPA) released its final Risk Evaluation of formaldehyde under the Toxic Substances Control Act (TSCA). This evaluation builds on years of analysis and stakeholder input, including significant contributions from NFDA.

he findings of the final Risk Evaluation are critical to the funeral service profession. While it confirms the important finding of the draft Risk Evaluation: that the use of formaldehyde for embalming is exempt from regulations under TSCA, potential regulations under other laws and by other agencies could still impact funeral service. NFDA was a strong advocate for this, and our members who attended the 2024 Advocacy Summit truly voiced our concerns and made our voice heard to both Congress and the Administration including the EPA.

The final Risk Evaluation consists of more than 15 documents and thousands of pages of analysis. NFDA advocacy staff are thoroughly reviewing this information to assess its implications for our profession. We will provide a detailed analysis in the coming days.

What the Final Risk Evaluation Found

The EPA identified risks associated with formaldehyde exposure in several contexts, including workplace environments, consumer products and even residential settings. Formaldehyde emissions from building materials and furniture remain a significant concern.

Importantly for funeral service professionals, the EPA reaffirmed

that embalming fluids are excluded from TSCA regulation. This exclusion is based on the definition of “chemical substance” under TSCA, which excludes “any pesticide” regulated by the Federal Insecticide, Fungicide, and Rodenticide Act (FIFRA). Embalming fluids, classified as pesticides when used for biological preservation, fall under this exclusion.

However, it is crucial to understand that this exclusion does not eliminate the potential for regulatory impact on funeral service:

• Upstream Risks: Uses of formaldehyde in manufacturing and distribution could still face restrictions or bans, potentially affecting the cost and availability of embalming products.

• Other Regulatory Authorities: Agencies such as OSHA may rely on the EPA’s findings to implement workplace safety regulations.

• The EPA’s prior determination that all uses of formaldehyde pose an “unreasonable risk” remains in effect, signaling that further regulatory action is likely. The evaluation concludes that exposure to formaldehyde does not pose unreasonable risk to the environment, but does pose unreasonable risk to people in 58 of 63 “conditions of use” of the chemical that the agency analyzed, including subjecting all manufacturing, import, processing, distribution in commerce, recycling, disposal and industrial use of formaldehyde and formaldehyde-derived products to potential bans or difficultto-meet standards for some uses.

• Of the 58 uses, 50 involve occupational exposures, while the remaining eight deal with dangers to consumers.

Concerns Raised by Stakeholders

While the final Risk Evaluation incorporates some important revisions based on public and industry feedback, concerns remain. Some groups have raised issues about the EPA’s adherence to statutory requirements, such as using the best available science and ensuring adequate peer review. These perceived shortcomings could lead to overly restrictive regulations that might disproportionately affect funeral service and other industries.

NFDA Advocacy on Behalf of Funeral Service

For over five years, NFDA has been a vocal and effective advocate during the EPA’s formaldehyde review process. Led by NFDA’s Senior Vice President of Advocacy, Lesley Witter, we have engaged with the EPA and other stakeholders to ensure the agency has up-to-date, accurate data and fair representation of funeral service needs.

Notably, NFDA conducted a groundbreaking study on formaldehyde exposure, which was published in the peerreviewed Journal of Occupational and Environmental Hygiene. This study demonstrated that exposure levels for funeral directors and embalmers are well below current regulatory limits.

In addition, NFDA submitted extensive comments on the draft Risk Evaluation earlier this year. These comments reflected the real-world practices of funeral service professionals and were instrumental in shaping the final Risk Evaluation.

What’s Next

The next phase of the EPA’s process will be to develop draft Management Controls to address formaldehyde risks. These controls will be subject to public review and comment before finalization.

However, the timeline for this process is uncertain. With a new presidential administration taking office soon, there is potential for significant delays or even a complete reevaluation of the process.

NFDA:

Your Trusted Advocate

NFDA remains committed to keeping you informed and advocating for fair, science-based regulations. We will closely monitor developments and actively engage with the EPA and other agencies to protect the interests of funeral service professionals.

Please watch for further updates and detailed analysis from NFDA in the days ahead.

NFDA is the world's leading and largest funeral service association, serving 20,000 individual members who represent nearly 11,000 funeral homes in the United States and 49 countries around the world. NFDA is the trusted leader, beacon for ethics and the strongest advocate for the profession. NFDA is the association of choice because it offers funeral professionals comprehensive educational resources, tools to manage successful businesses, guidance to become pillars in their communities and the expertise to foster future generations of funeral professionals. NFDA is headquartered in Brookfield, Wis., and has an office in Washington, D.C. For more information, visit NFDA.org.

Montana Funeral Directors Association

2025 Mid-Winter

February 5 - 6, 2025

Great Northern Hotel, Helena, MT montanafda.org

Illinois Funeral Directors Association 2025 Annual Convention

April 7 - 9, 2025

Oak Brook Hills Resort, Oak Brook, IL ifda.org

Iowa Funeral Directors Association Annual Convention

April 28 - May 1, 2025

Prairie Meadows Hotel, Altoona, IA iafda.org

April 29 - May 1, 2025

Ohio Funeral Directors Association Annual Convention & Exhibition ofdaonline.org

International Cemetery, Cremation, and Funeral Association Convention & Expo

April 30 - May 3, 2025

Mandalay Bay Resorts & Casino, Las Vegas, NV

Hilton Columbus at Easton, Columbus, OH iccfa.com

Tri-State Convention

Missouri, Nebraska, Kansas

May 4 - 7, 2025

Overland Park Convention Center, Overland Park, KS

nefda.org, mofuneral.org, ksfda.org

Michigan Funeral Directors Association

Annual Convention & Exposition

May 12 - 14, 2025

Soaring Eagle Casino & Resort, Mt. Pleasant, MI mfda.org

Indiana Funeral Directors Association

Annual Convention

May 19 - 22, 2025

Embassy Suites Conference, Noblesville, IN ifda.org

Independent Funeral Directors of Florida

Annual Conference & Trade Show

May 28 - 31, 2025

Hammock Beach Golf Resort, Palm Coast, FL ifdf.org

New Year Business Checklist

BY ROBIN RICHTER, FBS STAFF

Make sure all accounting is up to date through the end of the year.

File your annual corporate report. Pay special attention to the deadline.

Check the status of all state-required reporting and update where needed.

Check the status of all insurance policies (liability, workers’ compensation, vehicle).

Back up your accounting data for the year & make new forms for 2025.

Check the status of all business licensing and update as needed.

Review and update employee and vendor addresses for W2 and 1099 distribution.

If you have business vehicles, review the registrations and make sure all are up to date and in place in and on the vehicle plates.

Have your website copyright info updated to 2025.

Reconcile accounts receivable and follow up on those past due.

File your BOI (Beneficial Ownership Information) report if you have not already done so.

Reconcile all accounts receivable and follow up on those past due.

Begin to prepare your 2026 budget, adding details as 2025 progresses.

Pay your business taxes, including sales tax and employee taxes.

Review staffing needs, evaluate current employees, hire as needed.

Audit your employee files yearly to make certain you have an up to date W4, any address changes, and that their I9 is correct and filed in your system properly.

Your Two-Word Growth Strategy for 2025

BY MANDIE HUNGARLAND

Ithink we can all agree that the deathcare profession is unique among professions. Our role in guiding families through their darkest season is truly valuable and necessary work––but it can have polarizing effects. We must all cautiously and carefully navigate the intersection of compassionate service, regulatory compliance, and sales skills. Some professionals become understandably depleted from the strain of dealing with death daily, while, for others, death becomes so daily that they become desensitized.

What are you currently doing to equip your team to navigate the nuances of deathcare, while protecting them from the burnout that inevitably ensues? Our studies show, very few firms have a real strategy in place for this––because they’re too busy dealing with the repercussions! And at a time when those firms should be strategizing and expecting positive growth in an exciting new year, most of those firms will surely and sadly be fighting to keep their nose above water.

You could be killing your firm and not even know it!

I know what you’re thinking. “Isn’t that a little extreme?” Listen to this: Studies by the NFDA and Foresight Companies indicate that up to 50% of deathcare professionals leave the profession within the first five years, and that deathcare professionals are at a 20% higher risk of experiencing clinical depression, anxiety, and PTSD. Deathcare professionals work extended hours including holidays and weekends, witness traumatic situations, and endure stigmas from outsiders who find their work to be uncomfortable. More and more funeral homes are reporting high turnover, and it’s impossible to even think about growing the firm when they have revolving staff. More firms are also experiencing decreased satisfaction ratings from customers or drops in revenue share––at the same time that they want to be raising prices and increasing profit margins!

Everyone wants to GROW in 2025. No one wants to be in the same spot, or worse, this time next year.

So how do we fix it?

Two words: People Development. It’s the cure-all for company culture strains; for revolving-door retention rates; for everincreasing cases of anxiety and depression among staff; for drops in client satisfaction and unpleasant bumps in complaints; and, ultimately, for dents in company revenue.

People Development. How can this two-word strategy really transform the trajectory of your business in 2025? Let’s dig in.

Step 1: Develop Staff Skills

While all mortuary schools teach technical expertise– such as embalming, logistics, or memorial planning– there is often a curriculum gap when it comes to soft skills like active listening, empathy, and problem-solving. Yet, in the deathcare profession, we are called to blend emotional intelligence, cultural sensitivity, and operational efficiency to create meaningful experiences for grieving families– something I would argue requires more soft skills than technical skills.

Soft skills are not always intuitive! They require as much (or more) development as the skills we learned in school. The first step of People Development as a growth strategy is to equip your team to master these soft skills.

Set up targeted workshops. Create role-playing scenarios. Offer mentorship and coaching hours. Provide training on customer service techniques and conflict resolution. Ensure that your people feel equipped to navigate the emotional intricacies of their roles!

Step 2: Develop Company Culture

Developing skillsets creates a culture of growth and improvement. It’s not just about upskilling. People Development communicates to your team that they matter––their personal growth matters, their sense of confidence and competency matters, and their contribution to your firm matters. Guess what? That drives them to perform!

I’m a firm believer that everyone has greatness within them. I also believe that life will tamp down that greatness, and we must work actively to help people bring their greatness to fruition. What kind of greatness is hiding inside of your administrator, your funeral directors, your pre-need sales guy?

Find a way to pull greatness out of someone, and their gratitude will make them loyal to you for years to come. Your staff roster stops revolving when each member truly believes that you care about them, you want them to be their best, and you’re willing to invest in them. People who believe they have purpose have power. They don’t quit the thing that fuels their purpose. They dig in, even when it gets hard, and they excel.

This empowerment fosters collaboration, creativity, and resilience within teams. Their improved communication creates smoother interactions with clients, reduces stress among coworkers, and establishes a culture of professionalism and care.

People Development

An engaged workforce is less likely to experience burnout! Because the culture fosters growth and celebrates achievement, professionals feel valued and are more equipped to combat dangerous thoughts and emotions.

Step 3: Develop Customer Satisfaction

There is a direct correlation between employee engagement and customer satisfaction. Employees who feel confident and appreciated are more likely to deliver outstanding service. This is particularly important in deathcare, where families rely on the warmth and attentiveness of staff during vulnerable moments.

A strong company culture radiates outward, shaping how clients perceive the business. Families who feel cared for are more likely to recommend your services to others. This word-of-mouth marketing is invaluable in a profession where trust is paramount.

Investing in People Development doesn’t just improve the dayto-day experience within your team—it builds long-term loyalty with customers. As families share their stories of exceptional service, your brand reputation grows, both attracting new clients and retaining existing ones.

Step 4: Develop Scalability

Growth in the deathcare profession often comes with a balancing act: expanding services without compromising the quality of care. Well-developed employees serve as the backbone of scalability.

By embedding People Development into their culture, funeral homes and cemeteries can attract top talent, adapt to industry shifts, and weather challenges like economic downturns or increased competition.

This time next year, you may be surprised by the impact of choosing People Development. I encourage you to track your ROI (return on investment). Metrics like customer satisfaction scores, employee retention rates, and revenue growth provide tangible proof that People Development is the growth strategy that will transform your 2025.

As you decide what initiatives to pursue this year, I hope you think beyond another paid advertisement, another sales outreach campaign, another [fill in the blank] project to boost your income. Instead, I hope you look at the team of humans in your office and wonder: “What if?”

What if Joe believed he was better off with you than anywhere else, and he finally invested his focus into his role?

What if Nancy was finally able to service families with confidence, because she’d been coached through her fears of inadequacy or conflict?

What if Keith felt supported and appreciated, which renewed his enthusiasm for his sales outreach?

What if you prioritized supporting and equipping the team that you have, and trusted that the ripple effect will transform the trajectory of your business in 2025? In deathcare, People Development is more than another HR initiative—it’s a strategic advantage. By prioritizing the personal growth of your team, you will ultimately enhance workplace culture, elevate the customer experience, and fuel long-term financial success. FBS

Mandie Hungarland went from being the very first "Ringer" for Dead Ringers in 2017 to overseeing all operations as the company's COO. She loves a good spreadsheet, building platforms and processes, and partnering with deathcare firm owners and managers to strategize for growth! Mandie is particularly passionate about customer experience in deathcare and teaches on empathy and effective communication in the profession. Connect with Mandie at mandie@deadringers.co or book a call at www.deadringers.co.

LEE LONGINO ICCFA PRESIDENT

THREE STAGES, ONE EXPERIENCE

MANDALAY BAY RESORT & CASINO | LAS VEGAS , NV APRIL 30 - MAY 3, 2025 | ICCFA.COM/ANNUAL

Join us for The ICCFA Experience at the Mandalay Bay Resort & Casino in Las Vegas, from April 30 to May 3, 2025! This immersive event transforms the traditional convention with interactive sessions and multi-stage learning in the Expo Hall. Connect with peers and vendors to share ideas, tackle challenges, and shape the future of deathcare.

New and improved event schedule:

Wednesday, April 30:

• Committee Meetings

• Educational Sessions

• President’s Welcome Reception, Banquet & Awards

Thursday, May 1:

• Expo Hall Hours: 9:00 AM – 6:00 PM

• Keynote Speaker Clint Pulver

• Meeting of Members

• Educational Sessions

Friday, May 2:

• Expo Hall Hours: 9:00 AM – 4:00 PM

• Educational Sessions

• Irwin Shipper State Association Legal and Legislative Reception

Key Funeral Home Financial Statements

BY RAYMOND L. BALD, CPA, CFE & RONALD H. COOPER, CPA

If you are only using your accounting system to generate financial information to satisfy your tax professional so that your annual taxes can be filed timely with the IRS and state agencies, you are overlooking the most important purpose for having quality and timely financial information. Up-to-date and accurate financial statements are necessary tools that should be used to guide funeral directors while navigating a challenging and ever-changing financial environment, such as increased wages and sticky inflation that holds operating costs at all-time highs. If prepared properly and current, financial statements provide information that should be used by owners or managers to make managerial and financial decisions. Out-of-date, incomplete or improperly prepared financial statements paint a blurred picture and offer little to no value.

It’s impossible to make sound decisions without meaningful financial information, like when making changes to your General Price List, Casket Price List or Vault Price Lists. Reviewing and understanding financial statements and preparing simple projections are necessary to support business decisions, like whether you can afford to hire a new funeral director, or whether to purchase a new or used hearse or removal van. Just because your favorite competitor in town purchased a new hearse does not mean that you need to do the same.

Managers or owners of funeral homes do not need to have an MBA or a degree in either accounting or finance to read and understand financial statements. They just

need to take the time and try to understand what each financial statement is telling them. If you do take the time to read your financial statements, you will learn that each statement has a different type of story to tell.

Generating meaningful information requires a commitment to establish and maintain an accounting system that produces a Balance Sheet and a Statement of Income and Expenses, also known as a Profit and Loss Statement in QuickBooks. The Balance Sheet and the Profit and Loss statements are two critical statements that provide financial information needed to manage and operate a financially successful funeral home. Financial statements provide the information needed to evaluate past, current, and future financial health issues. With today’s technology and with a little professional guidance, every funeral home has the immediate opportunity to produce quality financial statements.

Balance Sheet (Shows Assets, Liabilities and Equity at a specific time, like as of 12/31/2024)

So, what is a balance sheet and what can it tell me? A funeral home’s balance sheet shows assets that are owned by the business, liabilities that are owed to vendors, taxing authorities or lending institutions and shareholder or member’s equity. Equity is the book value and is equal to assets minus liabilities ( Assets-Liabilities=Equity ). Equity on a balance sheet is an accounting equation and is different from fair market value. Think of a balance sheet as a snapshot or photograph of a funeral home’s assets,

liabilities and equity at a specific point in time. Just as multiple photographs of your children show how they’ve changed over time, so, too, can multiple balance sheets show how the financial health of your funeral home has changed over time.

To find your balance sheet in QuickBooks, go to Reports, select Balance Sheet and enter a specific date, such as 12/31/2024. When reviewing it, notice what is included. A typical funeral home balance sheet includes totals for each of the following assets: cash-in-bank, savings accounts, CDs, accounts receivable and prepaid items and inventory. Accounts receivable would not be shown on a balance sheet prepared on the cash basis but can be found in a separate report. Those assets are classified as current assets, meaning that they are the most liquid. Assets shown on the balance sheet are recorded at cost or net of cost after depreciation or amortization. Fixed assets are listed below current assets and typically include automobiles, buildings, improvements, and land. Accumulated depreciation is shown for assets like automobiles, furniture and fixtures, buildings, and improvements. Other assets could include goodwill and loan costs, normally shown net of accumulated amortization.

Liabilities are recorded at face value and include accounts payable and accrued liabilities (if on the accrual basis), credit card payables, sales tax payable, and lines of credit due within twelve months. Those are classified as current liabilities. A key ratio to determine liquidity is the Current Ratio, known as the working capital ratio. It is the ratio between total current assets and current liabilities. A funeral home with total current assets of $150,000 and current liabilities of $100,000 would have a current ratio of 1.5. That means the current assets exceed the current liabilities by 50%.

Non-current liabilities include loans and mortgages that have repayment terms greater than one year.

The equity section normally includes owner’s capital contributions and retained earnings. Remember that total equity is equal to assets minus liabilities.

Statement of Revenues and Expenses (also known as, Profit and Loss and covers a period such as from 01/01/2024 to 12/31/2024)

A funeral home Profit and Loss should show the details for revenues (cash advance revenue is normally broken out), discounts, cost of goods sold, cash advance expenses, operating expenses, net income from operations, other income, other expenses, and net income. The amount of detail shown in the statement varies from one funeral home to another, but at a minimum there should be sufficient information available to make solid decisions, like raising prices, hiring personnel, cutting expenses, or expanding. It is important that all statements are generated by using a chart-of-accounts that was designed specifically for a funeral home. A funeral home’s operating expenses on a profit and loss statement should be broken down into the following headings: General and Administrative (G&A); Facility Expenses; Salaries, Wages and Benefits;

and Vehicle Expenses. Under each of the headings would be the details.

For tax and financial reporting purposes, with some exceptions, funeral homes can elect to maintain their books and file their tax returns on either the cash or accrual method. That election is normally made when the initial tax return is filed. It can be changed later but it should only be done with the guidance of a professional tax consultant.

Cash basis taxpayers report income when checks or cash are physically received or when credit card transactions are processed. Expenses under the cash basis are recorded when expenses are paid. A check dated and mailed on December 31, 2024, is deducted in 2024, even though the check was not cashed until sometime in January 2025. Checks received in person or in the mail would be considered income on the day received, even if not deposited into the bank until January 2025. Accounts receivable will show up on a cash basis balance sheet, but that does not mean that they should be ignored. The accounts receivable summary report should be used to evaluate cash flow needs, collectability, and collection policies.

The accrual method records income when transactions are completed. If your funeral home initially established the date of death as the recording date for invoices, then that policy must be used for all invoices. The following example compares cash vs. accrual for reporting income. If a person died on December 31, 2024, and the total of the invoice was $8,520.00 but the family did not pay until January 10, 2025, an accrual basis funeral home would report income in 2024 and the cash basis funeral home would report income in 2025.

Conclusion

Take the time to understand what is on your financial statements and use that information as the foundation for making decisions that will lead to increased cash flow, reduced debt, and increased equity. Remember that on a balance sheet equity is what you have left after subtracting total liabilities from total assets. Strive to build a balance sheet that shows strong cash balances and minimal debt. FBS

This article is meant to provide general information and should not be construed as legal or tax advice or opinion and is not a substitute for advice of counsel, CPAs, or other professionals.

Raymond L. Bald, CPA, CFE is a funeral home tax accountant and consultant with Cummings, Lamont & McNamee, PLLC. He can be reached by phone at 603772-3460, or you may email him at rbald@clmcpa.com

Ronald H. Cooper, CPA is a funeral home accountant and consultant with Ronald Cooper, CPA, PLLC. He can be reached by phone at 603-671-8007, or you may email him at ron@funeralhomeaccounting.com.

Tukios: Always One Step Ahead

In an industry often associated with tradition and solemnity, innovation might not be the first word that comes to mind. But for Tukios, innovation is not just a mission—it's the essence of who we are. As the leading technology provider in the funeral industry, we have carved a path of unprecedented progress, transforming how funeral homes serve families and honor loved ones. Our journey is defined by speed, ingenuity, and a relentless commitment to being the best. Here's how Tukios has become one of the biggest and fastest innovators in the business.

Pioneering Funeral Technology

When Tukios was founded, the funeral industry was ripe for innovation. Many funeral homes were grappling with outdated processes and a lack of modern tools to meet the evolving needs of families. We saw an opportunity to bring cutting-edge technology into this traditional space—to make it easier for funeral directors to provide personalized, meaningful services.

Transforming the Industry with AI

Tukios is at the forefront of integrating artificial intelligence (AI) into funeral technology, creating groundbreaking solutions that redefine the industry standard. AI is revolutionizing the way we serve funeral homes and their clients, enhancing efficiency and personalization in profound ways.

Here are some of the ways we’re using AI:

1. Guestbook Moderation

Our AI-powered guestbook moderation tool ensures that online memorials remain respectful and appropriate. By automatically detecting

and filtering inappropriate or spam comments/ condolences, the system provides families with a safe and comforting space to share memories and condolences.

2. AI-Generated Obituaries

Writing obituaries can be a daunting task for grieving families and staff. Tukios’ AI obituary writing tool simplifies this process by generating personalized, eloquent tributes based on the information provided. This tool not only saves time but also helps families craft meaningful narratives that truly honor their loved ones.

3. Image Enhancement

Preserving memories often means working with old or lowquality photos. Our AI image enhancement technology automatically improves the clarity and quality of images, ensuring that cherished memories are displayed beautifully in memorial videos and online tributes.

4. Duplicate Photo Identification

Sorting through hundreds of photos to create a tribute can be overwhelming. Tukios’ AI-powered photoduplication tool identifies and removes duplicate images, streamlining the process and helping families focus on curating the most meaningful visuals.

5. And More

We continue to explore new ways AI can revolutionize the funeral industry. Our commitment to innovation ensures we’re always looking for the next breakthrough to better serve funeral homes and the families they support. So watch out!

Tukios' Guestbook Moderation AI Tool

Tukios' AI Obituary Writing Tool

A Customer-Centric Approach

At the heart of Tukios’ innovation is a deep understanding of the people we serve. Funeral directors are not just our clients; they’re our partners. We listen to their challenges, anticipate their needs, and develop solutions that empower them to do their best work.

One of our proudest achievements is the simplicity of our platforms. Funeral directors often tell us that Tukios has made their jobs easier and allowed them to focus on what matters most: supporting families. Whether it’s an intuitive interface, fast turnaround times, or reliable customer support, we’ve built our reputation on exceeding expectations.

Tukios Culture

What makes Tukios unique is our culture. Innovation isn’t limited to our product development team; it’s a mindset that permeates every level of our organization. From customer service to marketing, every department is encouraged to think creatively and challenge the status quo.

Our team’s willingness to experiment and take risks has led to some of our most successful products. We’re not afraid to fail because we know that every setback is a stepping stone to something greater. This culture of innovation is why Tukios isn’t just keeping up with industry trends—we’re setting them.

The Road Ahead

As the funeral industry continues to evolve, Tukios is committed to staying at the forefront of change. We’re exploring new technologies like artificial intelligence to further personalize memorials and streamline processes. We’re also expanding our offerings to include tools for grief support and aftercare, ensuring that families have the resources they need long after the service is over.

Our vision for the future is clear: to be the most trusted and innovative partner for funeral homes worldwide. By combining cutting-edge technology with unwavering dedication to our clients, Tukios is not just changing the funeral industry—we’re revolutionizing it. FBS

Tukios' AI Image Enhancement

Tukios' Intuitive Software Interface

Body Lifts in the Care Center A Showstopper and Gamechanger

BY JOEL SOELBERG

Irecently presented at the NFDA show in New Orleans on SAFETY in the Care Center. I had an hour to cover the most important care-center related safety topics, one of which was “Safe Lifting and Ergonomics”.

Thankfully, one of my colleagues peppered the slides with funny images and quotes. One of the last slides in the Safe Lifting section, had a “…Or hire this guy ” picture of a shirtless Arnold Schwarzenegger (looking young and buff), as an alternative to using a mortuary lift.

The slide got a few chuckles, and it seemed to drive home the point: we should solve decedent- lifting with proven safety devices rather than risk injury to our muscles and backs.

Mechanical lift and hoist systems ensure:

• Safety and Ergonomics for Funeral Home Staff:

With over 40% of the US population fitting the “Obese” definition as defined by the CDC, funeral home workers and mortuary professionals are finding it commonplace to lift and move oversized decedents. Moving oversized decedents presents unique challenges. Improper handling techniques can lead to workrelated musculoskeletal injuries, such as strain on the back, neck, shoulders, and arms. By using body lifts as a safety device, mortuary

professionals can significantly reduce these types of injuries and risks. Body lifts enable staff, of varying physical abilities, to handle all body shapes and weights with minimal physical exertion, preventing long-term injuries and promoting workplace safety.

• Efficiency and Time Management:

With the use of body lifts, funeral homes can streamline staffing and care-center body handling operations. Moving bodies from one place to another in a care-center can be a big part of any care-center and mortuary worker’s daily tasks. Lifts might not always be the fastest way to transfer a decedent from one surface to another, but they typically require only one worker to accomplish the body transfer while protecting the safety of that one worker. In this way they can be more efficient, as they reduce the number of care-center workers needed to accomplish the work of each case. This improved staffing efficiency helps funeral home staff meet tight schedules, and budgets, while maintaining a high level of professionalism. Planned properly, lifts enable one worker to take a case from start to finish, including initial unloading of the transport vehicle, cooler moves, prep, dressing, and all the steps up through casketing.

•

Respect and Dignity for the Deceased:

Body lift systems ensure that deceased individuals are handled with the utmost care and respect no matter the weight and size of the body. Lifting equipment reduces the risk of mishandling, drops, pinches, or accidental bodily harm or damage during transportation.

So which body lift systems and hoist options have proven to be the best for mortuary use?

#1 - The Ultimate 1000 Mortuary Lift with Pivot and Track system.

This is the game-changer in staff experience and safety. Since many FDs and embalmers haven’t used these systems yet, it seems like new tech when they see it in use the first time. The reality is that this style of lift system has been available to funeral homes for over 50 years. Over the years, the Mortuary Lift company has been refining the lift system with added features such as pivots, integrated scales, push-button controls and overhead track configurations to meet any room shape.

Just like the funeral profession, this lift system has evolved and become more versatile each year. Rated to handle up to 1000lbs of decedent weight load, using 3 body straps plus a head sling, the decedent body is balanced and predictable during the lift, rotation, and travel portion of the lift process. Once thought to be over-engineered, and an overpowered solution to decedent handling, this lift is now considered the answer to todays’ trends of decreased staffing and increased oversized decedent handling.

In Duncan Stuart Todd's care-center and crematory design consulting work, we see this tracked lift system as one of the most client requested equipment upgrades in both renovations and new constructions. The biggest value of the tracked lift system is that it allows one staffer (of any gender and physical ability) to conveniently and predictably accomplish the necessary lifts, transfers, and casketing of a case with little to no pushing, pulling, lifting and strain on the part of the staff-person.

The cons to the tracked overhead lifts are that they cannot easily access decedents stored in fixed body racks unless

those body rack systems have slide out trays to position the decedent under the overhead lift, and that in order to add a tracked lift to an existing facility, some structural and ceiling changes may be necessary.

#2 – Portable Scissor Lifts

With crematory installations on the rise, the adoption of scissor lifts has gone up significantly. They are the go-to solution for accessing multi-tier body racks and for loading and unloading mortuary coolers, and for loading cremators and retorts of various makes. The worker simply raises or lowers the scissor lift to the required height, and then slides a body on and off the lift on a body board or in a tray. Some scissor lifts have scales, and some are multi-directional load, giving these lifts greater versatility to end load or side load. Other Pros to scissor lifts are a narrow cot-like shape that allows them to access tight spaces, and to be conveniently stored against walls or inside coolers.

Plus the tabletop can hold a decedent indefinitely, on a body board or tray, in the flat tabled position, while enroute or waiting for the next step in the decedent flow through the care center or crematory. They are push-able or roll with electric-assist which makes the movement while loaded and unloaded convenient even though there is still some push-pull positioning required of the staff in order to navigate doorways and to steer.

The cons of a scissor lift are the floor storage space they take when not being used, and varied weight capacity depending on the brand. Strangely, few scissor lifts are fully compatible with the various load heights of a mortuary body rack. Some can hit the high tiers, but not the lowest ones, and others can hit the low tiers but cannot extend high enough to reach the upper tiers. We have found a low-profile battery powered scissor lift tends to be the best scissor lift configuration, for accessing the lowest body rack tiers while still reaching the upper tiers.

#3 – Body Hoists

Body hoists tend to be what a lot of FDs and embalmers have in mind when they discuss having and using a lift in the care-center. Various forms and makes of these hoists have been available to the funeral industry since some of the first versions such as the “Hoyer Lift” and “Oxford” lifts were introduced to healthcare markets in the 1940-50s.

The concept is a mobile lift arm with hoist, that is cantilevered off a stand that is affixed to a rollable base. This “cherry-picker” configuration allows the hoist’s base to be rolled under a bed, cot, or table, resulting in the arm and hoist being positioned over the patient or decedent. The pros of the hoists are that they can be added to a care-center without impacting the structure of the spaces, and they are one of the cheaper lift options.

The cons are the floor space needed to store the hoists when not in use, the push-pulling required of staff after the body is on the lift, and the hoist damage or failure that can result from overloading the hoists and the jarring effects of moving the hoist over uneven flooring and doorway thresholds while under load. I have seen

many hoists get damaged due to a loaded hoist abruptly stopping and buckling (while being moved) when a wheel catches on uneven floors or in floor drain holes.

The Costs

Body lift and hoist systems start around $1100 for a basic hydraulic portable hoist (Cherry Picker style), $4200 for a basic hydraulic Scissor Lift, $8100 for the Ultimate 1000 Lift and about $13,000 for the Ultimate 1000 Lift with a pivot, on a 10 foot overhead track. When you factor that currently there is an ADA tax credit applicable to tracked lifts, and varying vendor promotions, the net cost of adding lifts may be much less than anticipated.

One should also consider the costs associated with NOT investing in lifts in the care-center. These are the “what you could lose” costs. These costs come in the form of having additional payroll for staff to be available for

decedent handling in the care-center, costs of employee burn-out, injury, and disability, and the associated liabilities to the employer. Some of these liabilities include OSHA fines, and the added costs of contracting the services of an attorney to defend against claims for damages due to workplace lifting accidents.

The

Return on Investment

ROI. Besides savings in areas of reduced payrolls, and increased margins for oversize handling charges, employee satisfaction, and an employee’s sense of being valued by a firm, have bottom line financial impacts.

At the shows, I have so many embalmers stop at the booth and point at the tracked lift in the booth, and tell me how awesome they are, and how much easier their job is now, after the funeral home invested in one. One DST client, said his staff is still thanking him for the tracked mortuary “Gift” he gave them a few years ago as part of their prep room renovation. He said they refuse to call it a “Lift” and appreciate it as a “Gift” from the owner. FBS

Joel Soelberg is the Managing Director of Duncan Stuart Todd Ltd, a design and mortuary equipment firm that specializes in OSHA compliant Care Center renovations and new construction since 1992. He can be reached by email at info@duncanstuarttodd.com or call him at 720-583-1886.

M a r k Z .

“The aftercare team was so incredible and beyond anything we thought was possible - and they truly do think of everything for you in stressful time of need ”

S a r a L .

“The very best part of the experience for me was Aftercare process Ashely was EXTREMELY helpful in taking us through all the business of what happens after - Social Security, Medicare, fraud, etc. It was incredibly helpful. Thank you for offering this service.”

K a r e n C .

“I also want to recognize Kathy with the Aftercare program that Menke offers. She met with us over the phone and was so very helpful and knowledgeable of how to proceed to make notification of my father passing. I cannot recommend this company enough for all their help and support! Thank you!”

S c o t t C .

“The Aftercare follow-up call received from Carol was very informative and reassuring. Thank you again to everyone who helped and supported us through this difficult time ”

(Federal Retirements)

Our Partners See Benefit in:

“I can say that the relationship we have with Full-Circle Aftercare has been so beneficial for us and also for our community Our families will tell us after a service just how much they benefited from the Aftercare and they were surprised at how much they were able to help them. I can also attest to providing a lot of referrals and word of mouth because families are just taken aback by all the help and tell their friends about it. I think it’s the right move and your families will thank you for it ”

Josh Blake, Wilkirson-Hatch-Bailey Funeral Home

“Thank you so much for the services of the entire estate and support team at Full-Circle Aftercare We’ve only been up and running for a month now - but have already seen firsthand the benefit this has served families and are excited about the added support we are now able to provide.”

Tatyana Fowler, Ballard-Durand Funeral & Cremation Service

“Matt’s team has exceeded my expectations in terms of performance, but what I value the most is their heart for my customers His staff are good listeners, empathatic, & create a calm and nurturing environment for our families And yet at the same time, they are persistent & assertive to achieve the results needed with external agencies. Matt has succeeded in achieving this unique balance that comforts the grieving & produces the results needed to accelerate the healing process!“

Jason Harrell, Harrell Funeral Homes

Building a Culture of Compassion: How Your Funeral Home's Brand Identity Affects Family Experience

BY GEORGE PAUL, III

Listen, I'm about to hurt some feelings here, but someone needs to say it: Your funeral home's "brand" isn't working.

How do I know? Because while you're reading this, families in your community are Googling "funeral homes near me" instead of typing in your name directly. Ouch, right?

But here's the thing – I'm not here to pat you on the back and tell you everything's fine. I'm here because I've watched too many good funeral homes fade away, stuck in their "we've always done it this way" mentality while the world changes around them. And I'm tired of it.

The Reality Check

Let's get real about something that's probably keeping you up at night (or if it's not, it should be) – the massive gap between what you think your funeral home represents and what families actually experience when they walk through your doors.

Here's the reality check: Your brand isn't your logo, your building, or even those carefully worded advertisements. It's what happens when a grieving mother walks into your funeral home at 7PM, exhausted and overwhelmed, looking for someone – anyone – to help her make sense of what comes next.

Let me share something I've learned from working with hundreds of funeral homes: Families don't remember the fancy furniture or the limo they drove in. Don't get me wrong, they’re important to the experience. However, what they doremember is how you made them feel during the worst moments of their lives, how you helped preserve their loved one’s memory, how you stuck with them after the service had passed, and how you helped them transition from grief to healing.

The Compassion Gap

Here's where most funeral homes miss the mark –they confuse professional with impersonal. You can't build a culture of compassion through an employee handbook or a training manual. It's built in these small moments:

• When your staff remembers a family's name without checking their file

• How you handle that 2 AM phone call

• The way you present memorial options without pushing for the most expensive choice

• Those follow-up calls months after service when most would've moved on to the next client

The Reality Check Section (Because We All Need One)

Ask yourself:

• Are your staff meetings focused more on procedures than people?

• When was the last time you mystery-shopped your own funeral home? (You may be surprised at what you find.)

• Do your families know the names of your staff, or are they just "the funeral director" and "the assistant"?

• How many of your families come back when another loss occurs?

Building Your Compassion Culture

Let's get practical about this. Here's what building a genuine culture of compassion looks like:

First: Start with Your Team

• Hire for heart, train for skill (culture fit is crucial because bad fits bring everyone down)

• Share family feedback (good and bad) with everyone

• Create space for your team to process their own emotional responses (burn out helps no one)

Second: Address Your Physical Environment

• Design spaces that comfort, not impress

• Consider multi-cultural and multi-faith needs

• Make sure every room tells families "you're in the right place"

Third: Create Communication Standards

• Develop genuine, not scripted, responses

• Train staff to read emotional cues

• Create clear channels for family feedback

The Money Talk (Because Business Is Still Business)

Here's the part that might surprise you – compassionate culture isn't just good service, it's good business. When families feel genuinely cared for:

• They remember your name when others ask for recommendations

• They come back when other family members pass

• They choose more personalized options because they trust your guidance

The Path Forward

Start small. Tomorrow morning, gather your team and ask: "How did we make our families feel yesterday?" Not what we did for them – how we made them feel.

Because here's the truth – in an industry where everyone offers similar services, your culture of compassion isn't just a nice-to-have, it's a sustainable competitive advantage.

Quick Win: Want to start building this culture tomorrow? Begin with a simple exercise: Have every team member write down one moment where they showed exceptional compassion last week. Share these stories in your next team meeting. Watch how it changes the conversation.

Remember, your brand isn't what you say it is – it's what families say it is when they're talking to their friends and family after the service. Make sure they're telling a story of compassion, not just competence. Until next time, I wish you the best honoring the legacies in your care. FBS

George Paul III is a volatile visionary and Funeral Experience and Growth Specialist. For over 10 years his company, Cherished Keepsakes, has helped funeral homes stand out and grow. Through personalized keepsakes and proven branding strategies, he transforms how families remember their loved ones, turning every service into a memorable experience that drives referrals and repeat service calls. He can be reached at gpaul@cherishedkeepsakes.com. URLs: www.cherishedkeepsakes.com

Ashleigh Skaggs Church Chairs of America INDUSTRY

Can you start out by sharing a brief history of the company you work for?

In 2014, my family and I took on the challenge of saving a beloved American-made business that was on the verge of collapse. We recognized the importance of providing quality seating for meaningful spaces— places where people gather to honor, remember, and find comfort. Church Chairs of America started as a family effort, and through hard work, we’ve grown into a trusted name for reliable, beautiful seating. We remain committed to 100% American-made craftsmanship, offering both Custom and Pre-built lines to suit a variety of needs, including those of funeral homes and memorial spaces.

How did you personally become involved in this industry? It began with a desire to preserve something meaningful. We saw an opportunity to not only revive a struggling business but to contribute to spaces that hold deep emotional significance. As a military family, we understand the importance of tradition, service, and honoring loved ones, which naturally drew us to this work. Providing furniture that serves as part of the backdrop for life’s most sacred moments has been an honor.

What is your favorite thing about what you do?

My favorite part is knowing that our chairs play a role in creating spaces where families can come together to reflect and heal. Funeral homes provide a vital service to their communities, and being able to support that through our work is deeply fulfilling. I also enjoy collaborating with funeral home directors to create seating solutions that blend seamlessly into their spaces, balancing function with beauty.

What is something that you know now that you wish you knew when you first started?

I wish I had understood just how much seating can impact the atmosphere of a space. Funeral homes require furniture that’s not only durable and comfortable but also respectful and understated. Learning to truly listen to our clients’ needs and align our designs with the unique tone of their spaces has been a valuable lesson.

What is the most challenging aspect of your career?

Balancing the high standards of craftsmanship we hold ourselves to with the rising costs of materials and production has been one of the biggest challenges. Funeral homes rely on dependable, quality furniture, and we work hard to ensure our products meet those needs without compromising on affordability.

How do you set personal goals for yourself? What is the process like?

My goals are always tied to making a meaningful impact. I start by reflecting on what matters most to our customers— funeral homes, in particular, need seating that reflects dignity and care. From there, I break those goals into smaller, actionable steps, whether it’s improving production timelines or offering new customization options that enhance the aesthetic of their spaces.

What keeps you in this industry?

What keeps me here is the knowledge that our work supports funeral homes in creating peaceful, welcoming environments for families in their time of need. It’s a privilege to play even a small part in such meaningful moments. I’m also driven by the relationships we’ve built with funeral home directors and staff, who trust us to deliver seating that meets their unique needs.

What do you feel has been the most important factor in your success?

The most important factor has been listening to our customers and responding to their needs. Funeral homes often have specific requirements for seating, whether it’s durability, aesthetics, or quick delivery. By staying flexible and focused on solving problems, we’ve been able to earn their trust and build lasting relationships.

This industry has changed dramatically in the past few years. How has that affected the company you work for and your career as a whole?

The past few years have shown us how crucial it is to adapt. Funeral homes, like many industries, have faced unique challenges, from rising costs to tighter timelines for services. We’ve responded by streamlining our production processes and introducing our Pre-built line of chairs, which provides high-quality, ready-to-ship options without sacrificing our commitment to American-made products.

What are you most proud of so far in your career?

I’m proud of how we’ve stayed true to our values while evolving to meet the needs of our clients. Knowing that our chairs are being used in spaces where families find comfort and closure gives our work a deeper purpose. I’m especially proud of our ability to maintain 100% Americanmade production, even during challenging times.

What are you most excited or concerned about the future?

I’m excited to continue building relationships with funeral homes and learning more about how we can better serve their unique needs. Whether it’s through innovative designs or faster production times, there’s always room to grow. My biggest concern is the continued rise in material costs, but I’m confident that with careful planning and a focus on quality, we’ll continue to thrive.

Do you have any advice for others in this industry?

Stay true to your values and focus on your strengths. Listen to your customers and don’t be afraid to adapt or ask for help when you need it. Challenges are part of the journey, but they can also be opportunities for growth if you approach them with the right mindset. And most importantly, don’t lose sight of why you started—your purpose will carry you through tough times. FBS

Watch our 30-minute roundtable discussion of this article now!

The Back-Breaking Realities of the Funeral Industry Preserve Your Back and Protect Against Medical Leave

BY ERIN CONNOLLY

In the funeral industry, dealing with dead weight is both a literal and metaphorical part of the job. While some people might think working with the departed is all about solemnity and respectful whispers, those who spend their days in funeral homes know the real, unspoken truth: it’s a back-breaking job. Let’s delve into the humorously aching world of back problems in the funeral industry, where every day is a mix of reverence, heavy lifting, and chiropractic appointments.

The Heavy Lifting of Eternal Rest

First, let's talk about the most obvious cause: the dearly departed themselves. One of the greatest ironies of the funeral industry is that while the deceased have found their eternal rest, the living are left hoisting them into place. Lifting a casket can be like trying to pick up a solid oak tree wrapped in velvet. And that’s on a good day.

Now let’s address how to go about safely getting the job done.

As they say, an ounce of prevention is worth a pound of cure:

Know your limits: You do not have to channel your inner Olympic weightlifter and pretend there's a gold medal on the line for every casket you lift. Communicate with management if the task is too daunting. If the management is you, then see the following bullet point…

Use tools and equipment: Modern equipment will do the lifting for you. Save your superhero strength for opening stubborn jars of pickles.

Avoid twisting movements: You’re not in a dance-off. Keep your moves smooth and straight.

Take breaks and stretch: Stretching isn't just for yoga enthusiasts. A quick downward dog between services can do wonders. Namaste your way to more limber joints and muscles which will decrease the risk of injury.

Choose your lifting technique wisely: It is well-known that lifting heavy objects with your legs instead of your back is a smart thing to do. However, this is not always the case with dead bodies. When you have to put a body in a casket, you must stretch out your arms and bend at the waist to get a body where it needs to be. Make smart decisions for how you will execute your moves.

Keeping in good physical shape: Having a fit physique isn’t just for swimsuit competitions if you deal in dead body preparation. Maintaining muscle mass and keeping up with your cardio makes the lifting process both easier and safer.

Get Help: Know your limitations and don't try to do this alone. This is important for a number of reasons:

1) You might get hurt and being alone is not a good idea when you are hurt.

2) You are more likely to damage equipment or unintentionally cause issues for the deceased.

3) Team lifting is better on your body, and

4) Another person might talk you out of a bad decision.

Finding the Humor in the Hurting

Despite the physical demands, the funeral home workforce maintains a darkly humorous perspective on their back problems. After all, if you can't laugh about the stiff competition (pun fully intended), then what can you laugh

about? They share stories of past mishaps, compare notes on the best back braces, and occasionally swap chiropractor recommendations like others exchange avocado toast recipes.

While the funeral industry is deeply respectful and essential, it’s also a world of unexpected physical demands and backbreaking tasks. Because in this line of work, it’s not just the dead who are carrying a heavy burden.

By following these tips, you can keep your back strong and avoid those dreaded mishaps.

Mortuary Lift Company offers continuing education seminars on safe lifting practices. Call 319-364-4910 if you would like an in-person or on-line seminar. FBS

Erin Connolly started her communications career teaching anchors and reporters how to present the news. Her clients vary range from Good Morning America anchors to attorneys looking to improve their courtroom performance. Spending much time in the newsroom sparked her own journalistic instincts.She found her niche working for Mortuary Lift Company writing articles and press releases. Erin received her B.A. from the University of Iowa and her M.A. from the S.I. Newhouse School of Communications at Syracuse University.

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Funeral Homes & The Adoption of EDRS Technology

BY NIKKI ANNE SCHMUTZ

The process of registering a death has long been an integral part of end-of-life care. Historically, it involved a series of paper documents that required multiple organizations, including funeral homes, healthcare providers, and government agencies, to complete and process. Realizing the need to modernize the system, the Centers for Disease Control and Prevention (CDC) rolled out the next-generation reporting technology called the Electronic Death Registration System (EDRS) in 2016.

For industry newcomers, or those interested in joining the industry, the EDRS is a digital platform enabling electronic creation, management, and submission of death certificates. The EDRS provides a centralized and secure way for funeral homes, medical certifiers, and state vital records offices—to collaborate in real-time. The system is implemented on a state-by-state basis with most states requiring its use for death certificate filings.

While the concept of EDRS is consistent nationwide, the implementation varies by state. Some states have highly integrated systems, while others operate simpler versions. Certain states, such as California and Texas, mandate the use of EDRS, while others allow limited exceptions. In states with no statewide EDRS, funeral homes may use hybrid systems that combine digital and paper processes, but the transition to

fully electronic systems is accelerating. Some states choose to name their system to include the acronym EDRS as part of their chosen system acronym, like CA-EDRS, others go by acronyms such as EDEN, DAVE, ERAVE, DRIVE, GAVERS, or ROVER. Other states use services such as VitalCheck to file and process death certificates.

Funeral homes play a pivotal role in the death registration process. They are typically the first point of contact for families after a loved one's passing and are responsible for initiating the death certificate process.

For funeral homes navigating the complexities of EDRS, staying informed and adapting to technological advancements is essential. The system not only enhances operational workflows but also reinforces the trust and reliability families place in their services.

Although EDRS offers numerous advantages, it is not without challenges. Funeral homes face difficulties adapting to the technology, especially if they lack IT resources or training. EDRS outages create incredible chaos until they are back online, and delays can occur when medical certifiers are unfamiliar with using the system or are slow to respond. Understanding how the system works and why disruptions in the normal process occur is essential for staff and families alike.

CONTINUED

There is a lot of confusion surrounding the process. Many funeral homes use the EDRS in their state but are still faxing in the SSA-721Statement of a Funeral Director form to the Social Security Administration. It states on the form that it is not needed if the EDRS system is being utilized. This disclaimer can be misleading. If the name and social security number cannot be verified in the system, Social Security is not notified of the passing which causes headaches for families and problems with benefits. Sometimes benefits are not stopped and the estate or spouse is required to pay back large sums of money, which can be incredibly stressful.

The Social Security Administration receives death information to stop payments to deceased beneficiaries and recipients. They receive death reports from a number of sources. SSA also receives death reports from State Bureaus of Vital Statistics as well as from other Federal agencies. Additionally, other Federal agencies, the public, and private industry use SSA’s death information to identify deceased individuals. For example, SSA provides death information, including State death records, to Federal benefitpaying agencies to prevent payments to deceased individuals. SSA also provides death information, known as the Death Master File (DMF), which does not include State death records, to entities not authorized to obtain SSA’s file of State death records. For example, the Department of the Treasury uses the DMF in its, “Do Not Pay” initiative. Before other Federal agencies issue any payment or award amount, they must check against the DMF to determine whether they should make a payment.

INFANT REMOVAL CARRIER

As technology advances, the role of EDRS is expected to expand. Integration with other platforms, such as estate planning tools, identity verification services, and fraud prevention databases, could further enhance the system’s utility. Additionally, nationwide standardization of EDRS protocols could reduce variability between states, creating a more unified and efficient death registration process.

The Electronic Death Registration System is a game-changer for funeral homes across the United States. By simplifying the death registration process, it allows funeral directors to focus on what matters most—providing compassionate care to grieving families. As EDRS continues to evolve, it will remain a cornerstone of modern funeral service operations, ensuring accuracy, efficiency, and security in one of life’s most significant transitions. FBS

Nikki Anne Schmutz is a published author and poet with a background in caretaking and as a Registered Behavior Technician (RBT) for special needs individuals. After being widowed in 2016, she became an Estate Specialist in 2019 at Full-Circle Aftercare. Promoted from Account Manager to Director of Operations in 2024, she continues to guide her industry as an expert while assisting funeral homes, hospice providers, and families through the complexities of non-legal estate settlements. She resides in Utah, a place she has called home for most of her life, and dreams of the days she had time to sit and write poetry.

The Intentional Funeral Director:

How People Behave is What They Believe... No Matter What They Say

BY ALAN CREEDY

If you watch small business people closely you are likely to conclude, as I have, that they operate from a fundamental assumption that they are morally obligated to work themselves to death. This is especially true of most funeral home owners.

This belief is borne partly out of their personality and partly out of the culture they create.

Not long ago a client of mine called to express his frustration with his staff. “I have to tell them what to do when we aren’t busy, and it gets worse when we are busy. Why can’t they take initiative and just do what needs to be done?”

Unfortunately for him, the gift of empathy is not my strongest gift. My response went something like this: “I don’t know why you are so frustrated. You trained them to behave this way.”

No, he didn’t respond with, “Thanks Sarge, I needed that.” But I was able to share with him that his management style was such that, while his staff had complete clarity about what he didn’t like, they had no clue about what he did like. So, the safest thing for them was to do nothing and wait for his direction. He was responsible for the situation and his situation was a result of his lack of intentionality.

All coins have two sides. Metaphorically, we can think of them as having a good side and a bad side. Intentionality is one of those coins that requires us to have awareness and

discipline. Awareness of what we want and the discipline to make sure we know how to get it.

I graduated from college with a BA in psychology. My wife always laughs about the idea of my being a therapist. “I can just see it,” she says. “You would get to about the 5th session and say something like, ‘why aren’t you well? Do you like being sick?’” This is true, but it’s not because I don’t actually have empathy. It’s because I discovered that the attention one gets from being dysfunctional is often its own reward. People make peace with their dysfunction. What made me realize that I wasn’t suited to that profession was the realization that I didn’t have much patience for those who had embraced and were now clinging to their dysfunction.

The same is true of small business people. We all get used to dysfunction; we learn to cope with it. We see it as normal and out of our control. We develop little mechanisms to deal with it. Then we make excuses for not addressing it. Over time the compounding effect of these mechanisms simply wears us out.

Some of us actually thrive on the coping mechanisms we develop. Things like being the “fireman” and being indispensable. We lean into our victimization even though it is of our own making. We fail to realize and, too often, refuse to accept that there is a solution and that the solution really isn’t a big hill to climb.

CONTINUED

At the risk of oversimplification, changing your circumstances for the better requires you to be intentional. Intentionality primarily requires two things: Vision and the discipline.

There is a lot of talk about vision in business. I think it is overcomplicated. Most people think that vision is some sort of ethereal, abstract statement that will cause people to be impressed with your eloquence and insight. I get the impression their litmus test for a successful vision is when people say: “that’s it! That’s what I have been looking for all my life!” Consequently, most people do one of two things: They either copy someone else’s vision or they don’t even try.

Practically speaking, vision is actually just what it says it is: it is seeing where you or your organization needs to be. In my frustrated client’s case, it involved his undertaking the discipline to outline each functional part of the process of serving families and developing workable guidelines for staff to follow. The process of development took leadership and collaboration and, admittedly, a little guidance from me. What people needed was a framework within which they could function safely. It took a year, but they got there.

Guess what? My client is happier and has a more effective staff and much, much more time in his day.

Now he has a different problem. He has to learn how to not be a firefighter.

I once met a very successful funeral director who had mastered this concept in an unusual way. Over his career, little by little, he had thought through every detail of service imaginable and some not imaginable. But he never did any training. Instead, any time a staff member, no matter how experienced, did anything that was outside the boundaries of his unstated expectations, he would address it that day. So, after a while everyone knew what was expected and where the boundary lines lay. He never had to tell anyone twice. It took longer than a formal training program might have but the results were the same.

Without judgment or anger he would take the individual aside and say, “that’s not the way we do things here. This is the way we do it.” He didn’t debate or negotiate he just expressed his expectations clearly. From time to time, he would explain why; but mostly it was just understood that he expected a certain standard.

When it came time to sell the business it sold for a substantial premium. Interestingly, his staff was very proud of their own professionalism. They knew how to do their job and they knew what he liked as well as what he didn’t like.

That owner had a clear vision in his mind of right and wrong for his funeral home. The firm was widely recognized for the quality of its service. But it wasn’t about formal training as much as it was about that owner’s intentionality relative to how things should be done. It was not that he was rigid, nor

was he a bully. It was just that he found his way to articulate his vision clearly.

So, intentionality begins with vision. Maybe, someday, your vision will be worthy of publication. But, initially, it is about establishing boundaries, defining expectations and expressing those in a way that everyone understands what is expected of them, personally.

The Ritz Carlton has mastered the idea of intentionality. Using three fundamental cornerstones, they built 20 clear staff guidelines that enable their staff to exercise initiative to embody a single idea: “We are ladies and gentlemen, serving ladies and gentlemen.” They are worthy of study. But it is most important that we understand that it took them 10 years to develop their vision. Vision is never achieved over night or a “once and done” exercise. A vision is lived out. A vision of empty words is an embarrassment. A vision that expresses in actions who you are is both a dmirable and inspirational.

But a vision is also a means to an end. The Ritz Carlton needed to find a way to get everyone throughout their organization to function in concert to give the customer a reliable and consistent experience. They were so intentional as to undertake a relentless effort to create a self – sustaining culture and, almost as a byproduct, they set the standard to which others aspire.

Such an endeavor may seem daunting. The reality is, if you are willing to commit to time and consistency almost anyone can do it. Every owner I know operates at a level or standard that they personally understand. They seem well aware of what is expected of themselves. They just don’t know how to transfer their personal standards to others. If they could only become introspective enough to study themselves, they would be able to begin the process.

Think about it, when you are in a restaurant, how do you treat the waiter or waitress? What do you do when you see someone you know? Do you frequent local establishments often? Do they know your name? Why might this be important? How would you describe what you do so that someone on your staff would know to do the same?

How do you personally handle funeral arrangements? How do you answer the phone? How do you answer questions? Does this seem silly? If you don’t think about and act with intention how will anyone in your organization know what you want? FBS

Nikki Anne Schmutz, a Utah native, is a published author with a background in caretaking and as a Registered Behavior Technician (RBT) for special needs individuals. After being widowed in 2016, she became an Estate Specialist in 2019 at Full-Circle Aftercare. Promoted to Director of Operations in 2021, Nikki now guides funeral homes, hospice providers, and families through the complexities of non-legal estate settlements.

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