May / June 2025 Funeral Business Solutions Magazine

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. It's been my great pleasure to not only make great products for my favorite industry but now bring this magazine with aims to share other great products and ideas with you, funeral home owners and managers.

Timothy Totten Publisher

Even though this idea still feels so new to me, I can barely 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.

If you'd like to feature your ads or learn more about how to market with us, you can reach him at jim@fbsmagazine.com.

We're looking forward to seeing you all in October at NFDA in Chicago! That's actually Jim's stomping grounds, so if you are coming to the convention, drop him a line for the best places to visit or, better yet, eat in the Chicagoland!

TIMOTHY TOTTEN Publisher

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Jim Rohrlack Ad Manager

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Funeral Business Solutions Publisher Timothy Totten sits down with new Foundation Partners Group CEO, John Smith, to discuss his introduction to the funeral industry, his experience leading other companies, and his plans to continue FPG's growth in to the future.

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.

Patrick Downey is a training, coaching, and development consultant with Dead Ringers. Patrick has over 40 years of experience in leading funeral and cemetery sales and marketing teams for public and private companies throughout the US and Canada. He is a past president of the ICCFA ( ’04’05) and current Dean of the ICCFA University J. Asher Neel College of Sales and Marketing.

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.

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.

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 1991. 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 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

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

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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

For high quality reprints of articles, email us at content@FBSMagazine.com. FUNERAL BUSINESS

INDUSTRY HEADLINES

Matthews InternatIonal announces acquIstIon of the DoDge coMpany

Pittsburgh, PA – Matthews Memorialization, a division of Matthews International Corporation (NASDAQ GSM: MATW) (“Matthews”), today announced it has acquired The Dodge Company (“Dodge”) for $57 Million. Dodge is a leading supplier of embalming chemicals and supplies in North America and sells a variety of other related products to Funeral Homes.

Matthews Memorialization is a leading supplier to Funeral Homes and Cemeteries in North America, selling a broad range of products including caskets, bronze and granite memorials, and cremation equipment. The acquisition advances Matthews’ strategy of providing a comprehensive product offering to its death care industry customers.

“We are excited to welcome Dodge and its employees to the Matthews Memorialization family,” said Steve Gackenbach, Matthews Memorialization Group President. “As a leading supplier to Funeral Homes and Cemeteries, our strategy is to offer customers a full range of products and solutions. Dodge is a market leader and most recognized provider of embalming solutions and is an ideal addition to our suite of offerings. Our goal is to provide seamless service and continuity for Dodge customers, ensuring they continue to receive the same great products from the same Dodge team. Dodge has a long history of strong customer relationships and providing leading embalming offerings to the Funeral Profession. We intend to continue that tradition.”

“The thought of selling our 132-year-old family business was very difficult, but the decision to join Matthews was the easy part; it felt right,” said Debbie and Kristie Dodge. “We’re confident they’ll continue our tradition of providing customers with outstanding service and products and know from friends who are part of Matthews that they value and respect employees – something very important to generations of Dodges.”

For Dodge customers, it is business as usual; essentially

nothing will change for customers as a result of the acquisition. Dodge customers will continue to partner with their Dodge sales and customer service representatives to order the same products they do today. Purchasing processes will remain the same.

Tim Collison, Dodge CEO, has made a long-term commitment to continue to lead Dodge as part of Matthews. Dodge sales representatives will proactively contact customers with information about the acquisition and to answer any questions. In the meantime, customers with questions may contact their Dodge sales representative. FBS

Matthews International Corporation operates through two core global businesses – Industrial Technologies and Memorialization. Both are focused on driving operational efficiency and long-term growth through continuous innovation and strategic expansion. T The Company has over 5,400 employees in 19 countries on four continents that are committed to delivering the highest quality products and services.

The Dodge Company is the largest supplier of embalming chemicals and cosmetics in North America and provides a vast array of other products for Funeral Service Providers. Since 1893 when A. Johnson Dodge founded The Dodge Company, its goal has been to help embalmers and Funeral Directors do the best work they are capable of doing. Visit Dodge online at shop.dodgeco.com.

full-cIrcle aftercare partners wIth patrIot angels

AFtErcArE support For FAmiliEs

Salt Lake City, UT – Full-Circle Aftercare, the leading provider of non-legal estate aftercare services, proudly announces its association with Patriot Angels, an esteemed organization dedicated to helping veterans and their families access crucial benefits, including the Veteran’s Aid & Attendance benefit. This partnership further enhances Full-Circle Aftercare’s comprehensive suite of services, providing families with the resources they need to navigate loss with confidence and care.

Full-Circle Aftercare is renowned for delivering compassionate, hands-on assistance with the practical, yet often-overlooked, tasks of estate settlement— ranging from managing notifications to securing government benefits. By joining forces with Patriot Angels, Full-Circle Aftercare strengthens its commitment to alleviating the administrative challenges families face during times of grief.

“This partnership underscores our dedication to serving families with dignity and respect—especially those who have served our nation,” said Matthew Van Drimmelen, CEO of Full-Circle Aftercare. “Our mission has always been to take care of the necessary tasks so families can focus on what truly matters—mourning and honoring their loved ones. We are excited to collaborate with Patriot Angels to help veterans' families with critical post-loss support by helping to access the VA Aid and Attendance benefit.”

Suzette Graham, CEO of Patriot Angels, added: “Patriot Angels connects veterans with assistance that is rightfully theirs. Many veterans and their families are unaware of the benefits available to support their longterm care and other needs. We are thrilled to partner with Full-Circle Aftercare to ensure families receive the support they deserve.”

Navigating the Veterans Administration’s complex benefits system can be overwhelming, especially when veterans are trying to secure the financial support needed for senior living, healthcare, and long-term care. Patriot Angels has developed a process that helps veterans and their families access the VA Aid and Attendance

benefit they have rightfully earned through their service to our country.

“This partnership with the Full-Circle Aftercare marks a significant step forward in our vision to help every veteran and their families,” added Jason McCloud, Patriot Angels’ VP of Business Development & Strategic Partnerships. “By combining our expertise with their understanding of funeral service, we are confident that Patriot Angels can make a meaningful difference in the lives of families during times of grief.”

Founded in 2012, Patriot Angels has become a trusted guide for wartime veterans and their spouses, simplifying the application process for VA benefits like Aid & Attendance. Serving senior living providers and private clients, Patriot Angels ensures timely, effective assistance for those who have served our nation. FBS

Full-Circle Aftercare is a family-owned company dedicated to providing non-legal estate settlement support. From government notifications to financial and insurance assistance, Full-Circle Aftercare handles the essential tasks that can be emotionally taxing for families during a difficult time. Their goal is to lift the logistical burden, allowing families to focus on grieving and healing.

Patriot Angels is an organization providing support and advocacy for veterans and surviving spouses, helping them access the benefits they have earned. By utilizing funds made available through the Veterans Administration, veterans and their families can better afford their choice of accommodation in a senior living community, as well as alleviate the stress behind long-term funding. Their mission is to ensure that those who have served our nation receive the care and support they deserve.

herItage faMIly partners wIth trIbute technology to enhance DIgItal growth anD successIon plannIng

Heritage Family, a premier succession planning company that helps funeral home owners navigate ownership transitions, is excited to announce a new strategic partnership with Tribute Technology, the leader in websites and digital solutions for the funeral profession. As the first step in this collaboration, all 66 websites for Heritage Family locations have been moved to the Tribute Technology platform, providing enhanced digital solutions for funeral homes across the network.

With this transition, each Heritage Family location now benefits from Tribute Technology’s modern, mobile-responsive website designs, integrated tools, and an improved user experience, enabling funeral homes to better serve families and connect with their communities.

“We are thrilled to begin this partnership with Tribute Technology to help empower the firms we support with the best technology available to serve families,” said Lindsey Granson, Executive Operations, Sales & Marketing Leader at Heritage Family. “The designs Tribute offered us help to set us apart in the market, and the onboarding and training of our field team was seamless. Our firms have already seen increases in SEO and revenue from the websites launched on the Tribute platform.”

Courtney Gould Miller, President, Commercial Markets at Tribute Technology, added, “We’re honored to be the digital foundation for Heritage Family and the incredible firms they support. This partnership is about more than just websites — it’s about helping local funeral

homes thrive and grow, giving them the tools they need to stay connected and lead as digital brands in their communities.”

Looking ahead, Heritage Family will also transition to Tribute Management Software in late March. This all-in-one platform will streamline funeral home operations by combining case management, collaboration tools, document handling, and reporting, all while integrating seamlessly with other Tribute Technology services.

This strategic partnership marks a significant step forward in supporting Heritage Family’s mission to ensure funeral homes continue to succeed through thoughtful succession planning, digital innovation, and exceptional service. FBS

Heritage Family offers a succession planning alternative backed by more than 80 years of experience acquiring and supporting service-minded funeral homes. Heritage is committed to honoring the traditions, staff, and values each firm brings, while continuing the legacy its owners have built in their communities.

Tribute Technology is dedicated to empowering funeral professionals with best-in-class technology solutions. Serving over 9,000 end-of-life providers worldwide, Tribute Technology’s innovative software and services—including website platforms, marketing solutions, management software, online planning, memorial keepsakes, and payment processing—help funeral professionals save time and focus on supporting families. Learn more at www.tributetech.com. ICYMI From Kates-Boylston Podcast Delivers Straight Talk on Funeral Industry Trends

IcyMI froM Kates-boylston poDcast DelIvers straIght talK on funeral InDustry trenDs

Lincoln, Rhode Island – Funeral professionals now have a powerful new way to stay informed, thanks to ICYMI from Kates-Boylston, a weekly podcast delivering essential funeral service news in just a few minutes every Friday. Hosted by Tony Russo, editor of Funeral Service Insider and the trusted voice behind FSI: The Podcast, ICYMI is your go-to source for fast, focused, and insightful updates.

With the funeral profession evolving faster than ever, ICYMI keeps listeners ahead of the curve by breaking down the week’s biggest stories with clarity and context – minus the fluff. From regulatory shifts and emerging technologies to leadership moves, and real-time business strategies, Russo delivers what matters most in a tight, digestible format.

“This industry doesn’t wait, and neither should you,” Russo said. "ICYMI is about giving funeral professionals a smart, efficient way to stay in the know, no matter how busy their week gets."

A new episode is available every Friday, providing a reliable end-of-week briefing to help professionals prepare for what’s next.

LISTEN NOW to ICYMI from Kates-Boylston available wherever you get your podcasts.

For media inquiries, interviews, or sponsorship opportunities, contact Publisher Sofia Goller at sgoller@ kbpublications.com. FBS

Kates-Boylston, an independent voice in coverage of the funeral service profession for nearly 150 years, is headquartered in Lincoln, Rhode Island. KatesBoylston’s independent journalistic portfolio includes American Funeral Director and American Cemetery & Cremation print and digital platforms, as well as Funeral Service Insider digital publication and associated podcast and media presence. For more information, visit www. kates-boylston.com.

changIng funeral preferences: nfDa's fIrst-of-Its-KInD generatIon report now avaIlable

Brookfield, Wisconsin – Reinforcing its position as the world’s leading funeral service association, the National Funeral Directors Association (NFDA) has released the first-ever global study of consumer attitudes toward funerals and funeral professionals. Across Borders, Across Traditions: A Global Study of Funeral Preferences is a landmark research report that offers an unprecedented look at how consumers in 20 countries across six continents view funerals, grief rituals, burial, cremation and the role of the funeral director. The full report is available at no cost to anyone in the funeral service profession at NFDA.org/Research.

“This is a game-changing moment for funeral service,” said NFDA Chief Marketing officer Stephanie Wagner. “No other organization has undertaken a study of this scale, depth and cultural diversity. As the global conversation about death, grief and remembrance continues to evolve, NFDA is leading the way with innovative research that empowers funeral professionals to adapt, innovate and serve families more meaningfully than ever before.”

NFDA designed and funded the study with guidance from its Global Advisory Group and support from funeral service leaders worldwide. The findings are based on more than 4,000 consumer surveys conducted across Africa, Asia, Central and South America, Europe and North America.

Key insights from the report include:

• The power of funerals is universal – Nearly 96% of respondents found funerals to be healing experiences, regardless of culture or disposition method.

• Burial and cremation both have emotional impact – While cremation rates are rising, more respondents found funerals with burial “very helpful” for healing than those with cremation.

• Consumers need guidance – Nearly half of respondents have never planned a funeral, highlighting the importance of education and support from funeral directors.

• Cultural traditions influence service elements – Flowers, personalized music, photo tributes and personalized eulogies emerged as the most important features of funerals worldwide.

• Sustainability is on the rise – Nearly 70% of consumers are interested in green or eco-friendly funerals, reflecting growing environmental consciousness.

In addition to the report, NFDA created a complimentary action

plan to help funeral professionals apply the survey’s findings in their day-to-day work and better serve today’s diverse and discerning families.

“This study cements NFDA’s role as the global thought leader in funeral service,” said Wagner. “We’re proud to offer funeral professionals the insights they need to meet this moment with confidence, compassion and cultural awareness.”

Download Across Borders, Across Traditions: A Global Study of Funeral Preferences, along with other pivotal NFDA research, such as a first-of-its-kind look at funeral preferences in the United States by generation, at NFDA.org/Research. FBS

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.

Why Are People Leaving the Funeral Industry? Understanding the Trends and Attracting New Talent

BY ERIN CONNOLLY

In recent years, the funeral industry has found itself at a crossroads, facing a notable decline in interest from potential new entrants. As experienced funeral directors can attest, this shift is concerning, particularly considering the emotional and practical importance of the services provided. Understanding the reasons behind the noticeable departures from the profession can empower funeral directors to address these challenges, enhance recruitment strategies, and cultivate a more appealing environment for new talent.

Reasons for Departures from the Funeral Industry

Emotional Toll and Burnout: The funeral profession is inherently demanding, often requiring practitioners to navigate intense emotions associated with grief and loss. For many, this continual exposure can lead to emotional exhaustion and burnout; especially with the long and irregular hours. Funeral directors are often on call 24/7, creating an unpredictable schedule. A 2020 survey by the National Funeral Directors Association (NFDA) revealed that many funeral professionals reported feeling overwhelmed by the emotional weight of their work. As a result, some choose to leave the profession in search of less emotionally taxing careers.

Lack of Work-Life Balance: The funeral industry's unpredictable hours can further exacerbate stress levels. With the necessity of being available during evenings, weekends, and holidays, many professionals struggle to maintain a healthy work-life balance. This challenge is particularly pronounced among younger generations who prioritize personal time and flexibility in their careers.

Heavy Lifting and Physical Strain:

One of the lesser-discussed yet significant reasons for departure from the funeral industry is the physical strain associated with heavy lifting. Handling caskets, moving decedents, and transporting equipment can take a tremendous physical toll, leading to chronic injuries over time, particularly related to the back. Despite the known risks, many funeral homes are reluctant to invest in safety-related equipment that would alleviate this burden. Fortunately, companies like Mortuary Lift Company provide solutions that directly address these challenges. Their products, such as The Ultimate Lift™, The Stepper™, and The Tug-Along™, are designed to minimize physical strain, enhance safety, and improve efficiency in daily operations. Investing in this kind of equipment not only protects staff but can also enhance employee retention by demonstrating a commitment to their well-being.

“An employee calls for a quote because they simply can't lift anymore," shares Brenda Stratton, Vice-President Sales at Mortuary Lift Company in Cedar Rapids, Iowa. "It is hard work, and they don't want to get injured or may already be injured. They bring the quote to the boss who rejects the request. This can relay a

message to the employee that their welfare is not valued. The next time we call, the employee is gone and working for a funeral home that already has the safety-related equipment. Or the employee calls with the boss from the new facility. The new boss shows that they value the new employee and purchase the equipment.”

Changing Societal Attitudes: Society's evolving perspectives on death and funerary practices also contribute to workforce turnover. The rise of alternative forms of memorialization—such as cremation and direct disposition—can create a perception that traditional funeral services are losing relevance. This shift may discourage individuals from pursuing a career within a profession that appears to be diminishing.

Economic Pressures: The financial aspect of running a funeral home is not a trivial concern. Increasing operational costs and the pressures of providing affordable services in a competitive market can lead to financial strain. Many professionals find it challenging to operate their business sustainably, prompting some to leave the industry for more stable employment opportunities. Some funeral directors feel their salaries do not adequately compensate for the demanding nature of their work and the emotional toll it takes on them.

Mental Health Challenges: High stress levels and a lack of mental health support in the general workforce leads to anxiety and dissatisfaction. This is particularly in the funeral industry due to the exposure to traumatic situations.

Aging Workforce: A significant portion of funeral directors are nearing retirement age. While mortuary school enrollment has increased, it may not be enough to offset the number of retiring professionals and those leaving the field.

What Attracts People to the Funeral Industry?

Despite the challenges facing the funeral profession, there are also compelling reasons why people are drawn to this field. Understanding these motivations can be crucial for funeral directors aiming to create a supportive and engaging work environment.

A Calling to Serve: Many in the profession list a genuine desire to help others during their times of need as a primary motivator for joining the industry. The ability to provide meaningful support to grieving families can be incredibly rewarding, and this sense of purpose keeps many professionals committed to their roles.

Diverse Career Opportunities: The funeral industry offers a variety of career paths, from funeral directing and embalming to grief counseling and administrative roles. This diversity allows individuals

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

with different skills and interests to find their niche within the field, making it an attractive option for those seeking varied career experiences.

Community Engagement: Funeral directors often play a vital role in their communities, helping to foster connections among families, friends, and neighborhoods. This aspect of community service can be particularly appealing to those who value making positive contributions to society.

Growing Recognition of Innovation: The funeral industry is gradually embracing modern practices and technologies. Innovations such as virtual memorial services, digital tributes, and eco-friendly burial options reflect a forward-thinking approach that attracts people interested in shaping the future of funerals.

Strategies to Retain Talent in the Funeral Industry

To address the challenges of attrition and leverage the elements that attract individuals to the profession, funeral directors may consider implementing the following strategies:

Fostering a Supportive Work Culture: Creating an environment that prioritizes mental well-being and work-life balance can help reduce burnout. Offering flexible schedules, peer support programs, and professional counseling can strengthen employee satisfaction and retention.

Investing in Safety Equipment: Reduce the strain of heavy lifting with tools like The Ultimate Lift, The Stepper, and The Tug-Along from Mortuary Lift Company. This will not only improve safety but also show a commitment to staff welfare.

Encouraging Professional Development: Providing opportunities for continuing education and professional growth can empower employees, ensuring they feel invested in their careers. Workshops, seminars, and mentorship programs can help retain talent by fostering a sense of advancement and achievement.

Enhancing Community Involvement: Engaging actively in community events and initiatives can strengthen the connection between funeral professionals and the communities they serve. This outreach not only enhances public perception of the profession but can also create a sense of pride among staff members.

Emphasizing the Importance of the Profession: Raising awareness about the essential role that funeral professionals play in society can enhance the industry's image. Through targeted outreach and education, funeral directors can inspire potential recruits with stories of impact and service.

As the funeral industry navigates the complexities of workforce retention and attraction, understanding both the challenges and motivations behind career choices is essential. By fostering a supportive environment, prioritizing professional growth, and emphasizing the meaningful contributions of funeral service, industry practitioners can not only retain existing talent but also draw new individuals to this vital profession, ensuring a compassionate and dedicated workforce for years to come. 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. 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.

HERE'S THE THINGS YOU MIGHT HAVE MISSED AT THE 2025 ICCFA EXPERIENCE IN LAS VEGAS...

We certainly enjoy all of the great speakers and classes, but the highlight for our staff is always seeing the interesting new and refreshed products available on the trade show floor. Here's a sample of the products that were presented by vendors at ICCFA!

Designed for Modest and Private Farewells, the Artisan Vista Series offers an affordable, visually appealing, environmentally responsible, and strong cremation container for funeral homes and their families that reflects the beauty of a life lived.

Visit Starmark at www.StarmarkCP.com for more information.

Crowne Vault debuted the 2025 Spring Color Drop winner at ICCFA, what fun!

After collecting over 300 votes in a customer poll, the Sea Mist Green ran away as the favorite.  One thing is clear, people are passionate about color.

Find out how to get your hands on this limited edition color by emailing info@ crownevault.com

PRODUCT GUIDE

According to NFDA’s 2024 Cremation & Burial Report, of those who would prefer cremation for themselves, 44.5% would prefer to have their remains scattered in a sentimental place.

Terrybear Urns & Memorial developed the Cascade Scatter™ Collection in order to elevate and customize these hundreds of thousands grieving family’s scatter experiences. The innovative, patent pending Cascade Scatter Closure provides many options to memorialize a loved one; the multi-functional and decorative lid design allows cremated remains to be scattered gently and slowly, lets the remains be dispersed by many loved ones during a scattering ceremony, and permits multiple scatter locations.

The dual-purpose lid also allows families to keep some of the remains, as well as add soil or sand from each scatter location. This collection features many beautiful and unique urn shapes with exquisite finishes; all handcrafted with durable metal, creating distinctive and lasting memorials.

For more information, scan the QR code or reach out at www.TerryBear.com or by calling

PRODUCT GUIDE

Final Embrace, the leading manufacturer of removal quilts and alternative viewing systems, has added to their popular VersoTable line with the all-new, larger VersoTable Plus.

While the original VersoTable measures 25"x25" and weighs 8 pounds, the new VersoTable Plus more than doubles the overall size to 60"x30" and weighs in at just 18 pounds.

The biggest secret to the VersoTable is in the protective carrying bag that also contains the integrated cover in your choice of more than 20 fabrics. Unzip the bag, open the table, place the bag on top and flip down the cover to create a beautiful surface perfect for funeral home, church, graveside, or other gathering.

PRODUCT GUIDE

in

KEEPSTONES BY CERAMICA

• Contemporary dolomitic limestone, Adair, sourced from Canada - formal enough for cemeteries but beautiful in a home or garden setting as a lasting keepsake

• Ships in 24 hours, arriving on time for funeral or burial service

• Custom templated designs include your funeral home’s branding — a subtle, lasting reminder to families of who supported them during their time of need.

• Straight forward custom order forms and pricing - leaves no question on what margin to add into your service or memorial pricings strategy

• No minimum order quantity

Funeral homes are in the unique position of helping families create meaningful, lasting legacies—and Fundraising Brick LLC is here to extend that mission beyond the ceremony. By partnering with Fundraising Brick, funeral homes can offer families a permanent way to honor their loved ones through customengraved commemorative bricks, creating serene memorial gardens, remembrance walls, or personalized walkways.

With decades of experience and state-of-the-art laser engraving technology, Fundraising Brick ensures every tribute is crafted with care, precision, and permanence. We provide end-to-end support—from program design and fundraising tools to order management and fulfillment—making it easy for funeral homes to launch and maintain a successful commemorative brick program.

This partnership not only adds a meaningful service offering, but also strengthens long-term community engagement and provides an ongoing opportunity for remembrance and healing. Let Fundraising Brick help your funeral home turn memories into monuments.

SUCCESS STORY

Binkley-Ross Funeral Home

Four Location firm in Illinois Led by First Generation Female Director

Tell me about yourself and how you became involved in the funeral industry?

I am Joni Binkley-Ross, first generation funeral director. I was a stay at home mom/cosmetologist prior to becoming a licensed funeral director. I grew up with a mother that was also a licensed cosmetologist and she styled hair at the local funeral homes. She often times would take me along with her while she did the hair of the deceased, so I've been in and out of funeral homes since I was a small child. When I became a stylist myself I began doing the hair in those funeral homes. I job-shadowed in high school at a funeral home because I have always been interested in pursuing the career but the timing just hadn't worked out for me.

What led you to go to mortuary school?

When my only son became a middle school student I could see that he didn't need me at home as much so I decided to take that opportunity to enroll in mortuary science classes. I only had to take 3 semesters at the university to complete a Bachelor's Degree in Mortuary Science because I already had a Bachelor's Degree in Business Management. After graduation from the program, I struggled to find a local funeral home open to taking on an apprentice so I relocated my family 2.5 hours from home to complete the apprenticeship. My son started a new school

and my husband commuted every few days to be with us. The apprenticeship only takes 12 months but I stayed on with the funeral home for 2.5 years. We did everything from operating four funeral homes, inhouse cremations, and a trade service, servicing funeral homes in Illinois and Missouri.

How did you strike out on your own?

In December 2020, a great opportunity to purchase a vacant bank building presented itself and thus Binkley & Son LLC d.b.a. Binkley-Ross Funeral Home was established. My former high school mentor had recently retired and offered to come on board with me as a consultant and helped me get my foot in the door serving our community. In September 2024, another opportunity presented itself for me to purchase three additional funeral homes and a crematory. We are currently operating Binkley-Ross Funeral Home of Marion, Illinois, Blue Funeral Home of Marion, Illinois, Mitchell Hughes Funeral Home in Marion, Illinois and Blue Funeral Home of Goreville, Illinois. Within these businesses we also do cremation and pet services.

Did the growth take a while?

We quickly went from our staff being my husband, my sister, and myself to currently staffing six full time employees and

seven part time staff members. We went from averaging 50 calls per year to 280 calls per year. WOW!!

Please share the history of your funeral home.

Blue Funeral Home was previously Meredith-Blue Funeral Home owned by Monte Blue (my highschool mentor) and MitchellHughes Funeral Home was previously Mitchell Funeral Home.

What makes your funeral home unique?

We are female-owned and -operated. We are an exclusive Life Celebration Home, offering personalized services to fit every family preference and budget. We also offer pet services and have a huge need for that service in our community. We love being out in our community, interacting at events and are frequently asked to speak at engagements. This is my hometown where I grew up, so it is very dear to my heart.

What does excellent customer service mean to you?

Paying attention to every detail is so important in this industry. We get one shot to get it right. There are no do-overs. We pride ourselves in listening with open ears and compassionate hearts. We also try our very best to be available whenever we are

needed. We are very busy, but never too busy to help our neighbors when they need us the most.

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

Our dedication to the community. We have a very compassionate and friendly staff. We are locally owned and operated.

How are you involved in your community?

I am a member of The Marion Elks, Marion Rotary, Marion Kiwanis Club, I am a sponsor of many golf tournements, little league teams, and fundraisers. We speak at local events when asked. I also serve on the Board of a long-term care facility.

What excites you for the future?

We are excited to see what our future holds. We have plans for expansion into a few other condolence opportunities and programs. Stay tuned to see what we are up to next.

Anything else you would like to include or say to our readers?

Thank you for this opportunity to share about our facilities and our staff. FBS

FuneralHomeLoan.com:

How One Banker is Transforming Funeral Home Financing

With over two decades of experience and hundreds of closed funeral home loans, the founder of FuneralHomeLoan.com, Matt Manske, recognized a critical gap in the industry: too many funeral professionals lacked reliable guidance when navigating the complex process of financing or selling a funeral home.

“After reviewing thousands of funeral home loan files, I saw firsthand how often deals fell apart due to poor structuring, unrealistic expectations, or lastminute surprises from credit,” he explains. “I launched FuneralHomeLoan.com to fix that.”

Why Funeral Home Financing is Different

Unlike other small business acquisitions, funeral homes often have significant goodwill value that doesn’t show up on a balance sheet. That’s a problem for traditional lenders who rely on hard collateral.

Banker Matt Manske has more than two decades of experience closing hundreds of funeral home loans.

“Most funeral home acquisitions just can’t be financed with conventional loans,” he says. “This is where SBA loans become essential, because they allow lenders to finance the intangible goodwill component.”

By leveraging the SBA 7(a) loan program, qualified buyers can acquire funeral homes with lower down payments—even when traditional banks decline the deal.

Working With Local Banks—And When It Doesn’t Work

Many funeral directors already have a relationship with a trusted local banker. That relationship still has value.

“I always encourage keeping local banks involved— especially for operating accounts,” he says. “But most local banks don’t offer SBA loans and can’t finance the goodwill portion of the business. That’s where I come in.”

The Problem with Big Banks

Many funeral home buyers start the loan process full of optimism—only to feel like they’re being passed around from one person to another.

“That’s how big banks work. You start with a loan officer, then get handed to a closer, then to a portfolio manager. I’ve done all those jobs—but I prefer to manage the entire relationship myself.”

This one-on-one approach allows borrowers to work with a single point of contact, improving communication and avoiding misunderstandings that can delay or kill a deal.

Why Deals Fall Apart—and How to Avoid It

One of the most common reasons funeral home transactions collapse is because buyers receive vague promises or half-baked loan proposals that were never vetted by a credit officer.

Frequently Asked Questions About Funeral Home Financing

How long does it typically take to close an SBA

It normally takes about 90 days to close. The most common delays include signed agreements, appraisals, lien releases, and life insurance assignments. With many moving parts, clear communication and a proactive lender are essential to keeping everything on track.

What trends are you seeing in funeral home ownership and acquisitions right now?

There’s a noticeable shift toward younger, entrepreneurial funeral directors seeking ownership. At the same time, more owners are reaching retirement age and looking for a clean transition. This dynamic is creating opportunities for well-prepared buyers with solid financing

What’s the biggest mistake buyers make when trying to finance a funeral home?

The biggest mistake is not getting prequalified with a lender who understands the funeral industry. Many buyers waste time negotiating deals that fall apart in underwriting because they weren’t structured properly for credit approval.

What is something more funeral directors should

SBA loans aren’t just for borrowers with no other options—they’re often the smartest way to finance a business with high goodwill. These loans can offer favorable terms, but they require careful planning and documentation. Working with someone who knows the SBA process makes all

How can sellers benefit from understanding how

When sellers understand the financing process, they can help structure deals that are more likely to get approved. This leads to faster closings, fewer surprises, and smoother transitions.

UNLOCKING THE POWER OF A 1031 EXCHANGE

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

If you’re a funeral home owner considering selling your property, you may be concerned about the tax bill that could follow. Fortunately, there’s a powerful tool in the tax code that can help you defer those taxes and reinvest in your business: the section 1031 like-kind exchange. This article will explain what a 1031 exchange is, how it works, and why it can be especially beneficial for funeral home owners.

What Is a 1031 Exchange?

A section 1031 exchange, named after section 1031 of the Internal Revenue Code, allows you to defer paying capital gains taxes when you sell real estate used in your business or held for investment, as long as you reinvest the proceeds into another property of “like kind.” In simple terms, if you sell your funeral home property

and buy another qualifying property, you can postpone paying taxes on any gain from the sale.

Why Consider a 1031 Exchange?

1.Tax Deferral Means More Capital to Reinvest

Normally, when you sell your funeral home property for more than you paid for it, you owe capital gains tax on the profit. With a 1031 exchange, you can defer this tax, allowing you to reinvest the full proceeds into a new property. This means more money working for you, whether you’re upgrading to a larger facility, relocating, or diversifying your real estate holdings.

2.Flexibility to Grow or Reposition Your Business

The funeral industry is evolving, and your business needs may change. A 1031 exchange lets you adapt by moving

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into a property that better suits your current needs— perhaps a more modern facility, a location closer to your client base, or a property with better amenities—without the immediate tax hit that comes with a traditional sale.

3.Preserve Wealth and Plan for the Future

By deferring taxes, you can build more equity in your business. This can be especially important for succession planning, retirement, or leaving a legacy for your family. The ability to roll over gains from one property to another can help you grow your business and preserve wealth over time.

How Does a 1031 Exchange Work?

Here’s a step-by-step overview:

1.Sell Your Existing Property

You begin by selling your funeral home property. The property must be held for use in your business or for investment—not as your personal residence.

2.Identify Replacement Property

Within 45 days of the sale, you must identify one or more potential replacement properties. The replacement property must also be real estate held for business or investment purposes. For funeral home owners, this could be another funeral home, a crematory, or even land for future development.

3.Complete the Purchase

You must close on the new property within 180 days of selling your original property. The process is strictmissing these deadlines can disqualify the exchange and trigger immediate taxes.

4.Use a Qualified Intermediary

To comply with IRS rules, you cannot receive the sale proceeds directly. Instead, a qualified intermediary (QI) holds the funds and uses them to purchase the replacement property on your behalf.

What Qualifies as “Like-Kind” Property?

For real estate, “like-kind” is broadly defined. Any real property held for business or investment can generally be exchanged for any other real property held for the same purpose. For example, you can exchange a funeral home for another funeral home, a commercial building, or even raw land. However, personal property (like vehicles or equipment) and properties held primarily for sale (such as inventory) do not qualify.

Potential Pitfalls and How to Avoid Them

• Strict Deadlines: The 45-day identification and 180day closing windows are non-negotiable. Missing them means losing the tax deferral.

• Boot: If you receive cash or non-like-kind property as part of the exchange, you may have to pay tax on that portion (called “boot”).

• Proper Use: Both the relinquished and replacement properties must be held for business or investment.

Using the property for personal purposes can disqualify the exchange.

• Related Parties: Special rules apply if you exchange property with a related party, such as a family member or a business you control. These rules are designed to prevent tax avoidance and can trigger immediate tax if not followed.

Real-World Example

Suppose you bought your funeral home property years ago for $500,000, and it’s now worth $1 million. If you sell, you could owe capital gains tax on the $500,000 gain. But if you use a 1031 exchange to buy a new property for $1 million or more, you defer the tax. Your basis in the new property will be the same as your old property, so the gain is preserved and will be taxed only when you eventually sell without doing another exchange.

Why Work With a Tax Adviser?

A 1031 exchange is a powerful tool, but it’s also complex. Working with a knowledgeable tax adviser and a qualified intermediary is essential to ensure you meet all requirements and maximize your benefits. They can help you:

• Determine if a 1031 exchange fits your business goals

• Navigate the identification and closing deadlines

• Avoid common mistakes that could trigger taxes

• Structure the transaction to meet IRS rules

Conclusion

For funeral home owners, a section 1031 exchange offers a unique opportunity to defer taxes, reinvest in your business, and plan for the future. Whether you’re looking to expand, relocate, or simply reposition your assets, understanding and using a 1031 exchange can help you make the most of your hard-earned equity. Consult with your tax adviser to see if a 1031 exchange is right for you and your business. 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 advice of counsel, CPAs or other professionals.

Raymond L. Bald, CPA 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

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.

Who is Kanga-Woo and what product and/or service do you provide?

Kanga-Woo First Call Pouches is a company who manufacturers high quality, tailor made first call pouches, cot covers, and baby carriers. Kanga-Woo also provides pouches and carriers for the pet care industry.

How did Kanga-Woo get involved in the funeral industry?

Owner, Al Schiavone has been a licensed Funeral Director for the past 34 years. Al has made numerous first call removals of all kinds using the standard products that have not changed or improved for years. This lead Al to re-design and patent a more efficient, accessible product for the funeral professionals and first call removal techs.

What makes your initial product, the first call pouch, unique? What sets Kanga-Woo First call Pouches apart from others is our "revolutionary" design.

The Kanga-Woo first call pouch has many features including a built in, full length mattress sleeve. This design prevents the mattress pad from sliding out of place when making a first call removal. The pouch is 6 inches deeper than the standard pouch and has 2 inner and outer pockets along with 2 built in pillow sleeves. These features, in combination with the heavy duty zipper allows the pouch to be placed on the cot in either direction.

What innovations did you add to your cot covers?

The unique design on the Kanga-Woo cot cover is a magnetic "flip up" end. This flip up end prevents the cover from getting caught in the wheels while placing the cot in the vehicle. A built in pillow sleeve allows for the convenience of carrying a pillow or other supplies needed.

What is your newest product?

Last, but not least, we are very excited to introduce our newest product, the Kanga-Woo First Call baby removal carrier. Our baby carrier is not only very professional looking, but is so easy to use. The carrier is 100% collapsible for easy storage when not in use. As with all our products, we use only high quality upholstery fabric which is 100% polyester and machine washable. All our products are offered in several different fabric patterns to choose from.

What are the benefits to using products from Kanga-Woo?

Did we mention.... Kanga-Woo products are proudly hand made and designed in The United States. All KangaWoo products are designed to make the removal process easier and more efficient. The first class design will provide compassion and professionalism in your funeral home.

How would a funeral home contact you?

You can reach Kanga-Woo by visiting our website at www.kanga-woo.com, email us at info@kanga-woo.com or call us at 1-800-645-8966.

FOLDS FLAT

MATTRESS SLEEVE

INNER & OUTER POCKETS

Artificial Intelligence in Funeral Service From Late Adopters to Industry Leaders

BY GEORGE PAUL, III

Remember when funeral homes thought having a website was optional? Now it’s a must. Fast forward to today— some firms still think AI is a future problem. But being the late adopters this industry is known for isn't quaint anymore.

It's risky. The firms that are leaning into AI are becoming leaders. They’re not struggling to survive. In fact, they’re redefining the way we honor legacies. That’s where I want to be and I want to help you to be there too!

At Cherished Keepsakes, we've embraced AI—not as a gimmick, but as a strategic partner. It’s not replacing our humanity; it’s freeing us to be more human and serve families and firms on deeper levels than we ever have. Think JARVIS from Iron Man, not HAL 9000.

Where It All Begins: Time

What if you could enhance a blurry photo in minutes? Write obituaries that sound like a seasoned professional crafted them? Or develop custom memorial visuals that feel one-of-a-kind? You can. That’s the power of AI—specifically, the power of well-crafted prompts (called prompt engineering) and clear implementation strategies.

The key isn’t using AI generically; it’s knowing how to speak AI. For example, instead of “Write an obituary,” I prompt it: “Write a dignified, warm obituary (250-300 words) that balances emotional depth with professionalism, focusing on personal qualities and community impact.”

The difference? A draft that sounds like it came from a writer who knew the family. That’s just the start.

Photo Perfection at Scale

Let’s talk about the “only photo they had” situation. You know the one: it’s blurry, pixelated, scratched, maybe cropped from a group shot—and sometimes includes that ex-spouse no one wants in the memorial. Previously, you had two options: ask for a different picture (sometimes worse than the first), or spend hours in Photoshop aggravated because you know this isn’t your forte.

Now? We use tools like Remini, Adobe Photoshop’s AI suite, and Midjourney to restore, enhance, and even reimagine imagery in ways that respect the memory and delight the family.

Our step-by-step workflow:

1.Enhance faces first using Remini.

2.Edit backgrounds or remove distractions in Photoshop.

3.Apply artistic filters or stylization with Midjourney or Firefly.

It’s more than cleanup—it’s emotional restoration. When families see that transformation, they feel the care. That’s brand differentiation you can’t buy.

Writing That Connects

Words matter. Obituaries, social posts, family updates— everything reflects your firm’s values. Yet many funeral directors feel overwhelmed writing so much from content to obituaries along with their daily tasks. Lighten your load.

AI helps us draft, refine, and scale communications. We use it to:

• Create obituary drafts with consistent tone and emotional depth.

• Develop content calendars and engagement posts for social media.

• Build follow-up email series and aftercare content.

Our Healing Journey Email Series, enhanced with AI, boasts a 73% open rate and leads to multiple re-engagements with families. That’s not just time saved—it’s relationships built.

Strategy on Autopilot (Sort Of)

In Moneyball, Brad Pitt’s character uses data to outthink betterfunded teams. That’s what we’re doing with AI for funeral service strategy.

With platforms like Sintra and ChatGPT (our current go-to’s) as well as others, we’re analyzing market trends, refining service offerings, and identifying growth opportunities faster than ever. For instance, when our direct mail campaigns weren’t landing, we fed the data into Sintra. It found weaknesses in our messaging and suggested alternatives. We A/B tested the changes and saw immediate improvements.

We also use AI for:

• Business strategy

• Competitive benchmarking

• Social media optimization

The real win? When trained properly, AI doesn’t just respond—it challenges our assumptions. That feedback loop sharpens decisions and builds resilience.

Implementation: A 90-Day Roadmap

Adopting AI isn’t about doing everything at once. It’s about doing the right things first.

Month 1: Foundation

• Set up core tools: Sintra, Remini, Adobe CC

• Practice enhancing photos and writing obits

• Start collecting before/after examples and documenting time saved

Month 2: Integration

• Implement workflows for photo and content creation

• Create content calendars

• Begin using AI for business insight

Month 3: Optimization

• Track results

• Refine processes

• Train team members

• Measure ROI and quality improvements

Key Metrics to Watch:

• Time saved per task

• Family satisfaction

• Quality of output

• Team adoption

• Cost savings

Final Thoughts: The Red Pill Moment

We’re at a crossroads. You can stick with what you’ve always done (blue pill) or choose to evolve with intention (red pill).

AI isn’t the future—it’s now. And those who engage with it thoughtfully will lead the industry.

Here’s what I recommend:

1.Start with image restoration. It’s high-impact and easy to learn.

2.Set up your tools and track your time savings.

3.Focus on quality over quantity. AI should enhance, not overwhelm.

4.Maintain the human touch. Always finish with your eyes, ears, and heart.

When done well, AI doesn’t replace what makes funeral service special. It expands it.

Until next time, I wish you success in honoring the legacies in your care. FBS

George Paul III, known as The Legacy Leader™, is a Funeral Experience Specialist and founder of Cherished Keepsakes. For over 15 years, he has helped families and select funeral homes create healing, high-impact memorial keepsakes that honor legacies, illuminate memories, support grief, and transform pain. Through personalized keepsakes and an end-to-end family journey, George ensures every tribute reflects the life it celebrates — while helping firms stand out without the stress.

He can be reached at gpaul@cherishedkeepsakes.com or at www.cherishedkeepsakes.com

Touchpoints, Flashpoints, and Moments of Truth

The True Drivers of Your Company's Reputation

BY PATRICK DOWNEY

On any given day at a busy funeral home or cemetery, there are dozens of client family interactions handled by multiple team members with various roles in your organization. Some businesses label customer interactions as "touchpoints" –important mile markers along each client family's customer experience ("CX") journey with your firm. I would guess that just taking an impromptu midday walk around your facilities would allow you to observe many such touchpoints as they happen. Some of your observations may make you proud of the skilled service professionals you employ.

Touchpoints vs. Flashpoints

But, occasionally, and hopefully not often, your self-guided tour may include witnessing more of a "flashpoint" than a touchpoint with a client family. Being more of a detour than a mile marker along that family's customer experience journey. You may even be drawn into the incident on the spot by a stressed team

member looking for help with the family or conclude your walk with an unexpected flamethrower phone call from a client following a different "flashpoint" you had no prior knowledge of. All in a day's work.

But what if such mishandled moments damaged your shining company reputation more than you realize? Whether it was the receptionist, funeral director, apprentice, preneed specialist, location manager, or groundskeeper, how many inadvertent "flashpoints" are tolerable?

Current research tells us a customer who has a negative service experience will tell an average of 9 to 15 other people about it and possibly then jump on Google, Yelp, Facebook, or another platform and try to drop that 4.8-star rating you celebrated at your last staff meeting. Potentially amplifying the 9 to 15 person sharing into the hundreds or thousands. It should also

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be noted that it takes today's client, on average, 12 positive customer experiences to make up for one negative experience and around 10 to 20 five-star Google reviews to make up for a single one-star review these days.

Moments of Truth

In his bestselling book, President and CEO of Scandinavian Airlines, Jan Carlzon, coined the term "Moments of Truth" to define the vital importance of every customer/employee interaction to the success of any business. He espoused the principle that every time a customer interacts with your company, no matter how brief or routine, that moment becomes a "Moment of Truth," Carlzon argued that each customer contact, whether in person, by phone, or online, is a critical opportunity for a company's reputation to rise or fall in the eyes of that customer. These interactions are not just routine exchanges but vital communications during which trust is either built or broken, and even a single positive or negative touchpoint with any employee can define how that customer feels about your entire organization or brand going forward.

Consider These Reputation Builders

The good news is that you can take practical steps to maximize the positive "Moments of Truth" your team delivers daily and take a holistic approach to building a commitment to a culture of continuous improvement and service excellence throughout your organization. Here are some ideas.

Gather and Evaluate Current Customer Satisfaction Data

Get a clear picture of your current customer experience (CX) ratings. Identify key CX KPIs and gather and review all customer satisfaction sources, including surveys, websites, online reviews, emails, focus groups, and complaints. Consider using outside vendors to conduct service interactions with your staff and provide evaluations.

and task them with creating a Customer Experience Journey Touchpoint Process Map. This map will be a chronological sequence of all customer service touchpoints or Moments of Truth during the optimal customer service process. (There may be more than one sequence for different service events, etc. ) Use this map in team focus meetings to outline and refine all the elements that comprise service excellence for each touchpoint and produce the needed training materials. Continuously update and improve these materials with team input and ideas.

Equip and Encourage Your Team

To consistently deliver positive "Moments of Truth," businesses must provide training, coaching, and development programs at all levels, focusing on customer satisfaction skills like empathy, compassion, active listening, accountability, and teamwork. Equip and encourage every employee to share ideas, identify and solve problems, and enhance customer experiences until your team can handle every Moment of Truth with care and professionalism.

Empower Employees at Every Level

It takes today's client, on average, twelve positive customer experiences to make up for one negative experience and around ten to twenty 5-star Google reviews to make up for a single 1-star review these days.

Bring Together Your Guiding Leadership Partners

This is necessary to share the vision, goals, and blueprint for Customer Experience and Service Excellence.

The first goal is a shared mindset where all team members are committed to a culture of continuous improvement, as in the Japanese principles of Kaizen, where focused team collaboration drives service excellence in all areas. Then, foster Leadership Team buy-in and enthusiasm for the Vision, Plan, and Work to be done. Empower your team and recognize your customer champions, positive mentors, facilitators, and all essential skilled stakeholders. Have regularly scheduled team meetings with focus teams and the entire staff.

Create a Customer Experience Journey Touchpoint Map Assemble a committee from various organizational roles

Take a look at Jan Carlzon's leadership formula at Scandinavian Airlines, which rapidly transformed the company by empowering frontline staff to resolve issues immediately without waiting for management approval. This puts the customerfacing team at the top of the organizational pyramid, making it clear that everyone else, including executives, exists to support those who serve the customer directly. The result was a dramatic turnaround in customer satisfaction and profitability. In other words, if you are not directly serving your customers, you should be serving someone who is. Ensure your company processes truly serve your customers and that your customers are not serving your company processes.

Reputation and Loyalty Delivered

With every team member equipped and empowered to exceed customer expectations, you will create a self-sustaining cycle of improvement and customer experience excellence. The families you serve daily will notice the difference and respond with rave reviews, five-star ratings, and enthusiastic referrals, sustaining your reputation as second to none. In today's competitive landscape, these touchpoints, flashpoints, and each skillfully managed Moment of Truth will truly drive your company's future success. FBS

Patrick Downey is a training, coaching, and development consultant with Dead Ringers. Patrick has over 40 years of experience in leading funeral and cemetery sales and marketing teams for public and private companies throughout the US and Canada. He is a past president of the ICCFA ( ’04-’05) and current Dean of the ICCFA University J. Asher Neel College of Sales and Marketing.

PROFESSIONAL SPOTLIGHT

John Smith

CEO, Foundation Partners Group

BY TIMOTHY TOTTEN, PUBLISHER

I recently sat down with John Smith, the new CEO of Foundation Partners Group to ask him how he’s settling into the role, what changes he sees ahead for FPG and other aggregators, and what excites him about the industry as a whole.

John Smith’s bio lists a series of interesting moves between companies in different fields. Just before joining Foundation Partners as their CEO in January 2025, he led Icon Parking, a large New York-based operator of more than 200 locations, that weathered the pandemic and successfully transitioned from inperson payments to an app-based system in a short period under his leadership.

I don’t know exactly what to expect when he joins the conversation, perhaps a grizzled veteran of the New York Real Estate world or a techy nerd focused on computers, but I am struck by the easy smile and thoughtful answers of the kind man who joins me.

Having just completed three months of tours of many of the Foundation Partners locations in various markets - the company operates more than 250 locations across 21 states - Smith is eager to share what he’s learned and why he embarked on this journey.

“I’ve done this a number of times,” explains Smith. “When I’ve come into a new industry or new position, it’s been important for me to see the company and meet the people who are in place doing the work.”

I wonder if that meant that his first few months were really about listening to the company and staff, but he surprises me by saying that process is actually longer.

“For about the first six months, I’m drawing energy from the company, soaking in all the knowledge, asking lots of questions,” he shares.

This listening and learning approach seems to fit well with another initiative Smith recently launched: the

company’s new Community Advisory Board. The board, composed of former funeral business owners who are influential industry leaders, was formed by Smith to fast track this early learning process, and he’s already seeing results.

“It’s part of my strategy of shoshin, a Japanese Zen Buddhist concept of ‘a beginner’s mind,” Smith tells me. “It’s about having an unburdened attitude toward learning and that has helped me glean so much from these experts.”

Our conversation turns toward the strengths and challenges he’s seen so far in his tenure. Smith is quick to praise the leadership team and the locationbased staff, while also willing to identify what he sees as challenges for the company.

“I’ve been impressed visiting our locations and meeting such caring people,” he says. “Usually a new leader comes in and there’s someone on the leadership team who isn’t up to par, but that’s not the case here.”

In fact, he says, this company has the strongest sense of mission and the clearest “why” among the team member of any company he’s worked with. “They really care deeply about serving families,” he says, but still acknowledges that recruitment is a concern for many companies in the industry and that FPG is no different.

The other challenge he shares with me is the various brands currently under the FPG umbrella and how to leverage those brand identities and best practices across a national brand that drives growth.

“A lot of us think of the aggregator or consolidator

businesses as being more like a holding company of many small brands, not necessarily a nationwide operating company,” I offer.

But he explains that’s not the strategy at all. Instead, he sees growth potential in identifying an “FPG” way not just as a means to leverage a company-wide brand strategy, but to attract future acquisition targets.

“When we so look at a potential acquisition, we need to make sure we’re the right owner for that business. It means we might not want to buy a large premium funeral home with a large cemetery,” he adds before making it clear that that would be determined by factors in the individual market and other concerns.

As we transition into a discussion of what fresh perspective he brings to the industry, he rattles off current and predicted future death rates like a seasoned pro. He and I agree that both the ending lull brought on by excess deaths during COVID and the looming swell in the Boomer death rate are positive signs for the future health of the industry.

Of course, that leads me to question what role innovation will play going forward, considering that he built an even bigger parking empire by employing tech at a time when many parking companies were feeling the pressure of fewer people driving to work and more safety concerns for in-person transactions.

Smith sees some great opportunities for Foundation Partners. “I’ve already gathered the information, research and data to begin making changes and moves needed to lead this company into the future.” He smiles and continues, “It’s a good time to get the business

ready to give families a different experience,”

As our time winds down, I ask John why, after selling Icon and retiring to the golf course, he chose to get back into leadership. He takes a few moments to compose his thoughts, and as he leans forward in his chair, I can tell that there is something deeply personal coming.

“I knew I still had more to give,” he says earnestly.

And while he hadn’t been looking very far, the specs for the Foundation Partnership CEO role were laid in front of him. He says they called for a passion for helping people, energizing frontline issues, and an even leadership style.

“I showed it to my wife and said ‘what do you think about this?’ So I went out into the market in Columbia, South Carolina just to do a little research and it immediately brought back vivid memories of my mother’s passing.”

Smith goes on to tell me that he’d gotten a call to come to his mother’s apartment in another state. He hadn’t even known she was sick. Her death was sudden and there was so much to do in the moment.

“The way the process worked then, I didn’t feel like I had time to grieve,” he says now. “But as I stood at her casket I realized it was my last chance to see her, to be with my mom and it was overwhelming.”

He takes a moment to reflect before continuing.

“I think there are ways to make this process better for families. That’s part of my ‘why’ that led to me deciding to join Foundation Partners Group.” FBS

The Widow/Widower Tax Status

BY NIKKI ANNE SCHMUTZ

Losing a spouse is one of life’s most difficult experiences. Amid the grief, many surviving spouses are left to navigate complex financial and legal responsibilities—often while still raising children. Fortunately, the IRS offers a special filing status that can provide meaningful financial relief during this difficult time: Qualifying Widow(er) with Dependent Child.

What Is the Qualifying Widow(er) Status?

Also known as "Surviving Spouse" status, this filing status allows the surviving spouse to use the same standard deduction and tax brackets as Married Filing Jointly for up to two years after the year of the spouse’s death, which can result in lower tax liability. To qualify, the surviving spouse must not have remarried, must have a dependent child living with them for more than half the year, and must have paid over half the cost of maintaining the household.

For example, if your spouse passed away in 2025, you could file as Married Filing Jointly for that year (assuming you did not remarry), and then file as Qualifying Widow(er) for 2026 and 2027, provided you meet the eligibility requirements.

This status gives grieving spouses critical time to adjust to life as a single parent while maintaining some of the tax advantages that were available when filing jointly. It serves

as a financial bridge, helping to ease the transition during a period marked by emotional and logistical upheaval. By preserving access to a higher standard deduction and more favorable tax brackets, it can significantly reduce the tax burden for surviving spouses—freeing up much-needed resources for essentials like childcare, therapy, household expenses, transportation, or simply catching up on bills during a time when the surviving parent may be unable to work full-time.

Who Qualifies?

To file as a Qualifying Widow(er), you must meet all of the following conditions:

• Your spouse died in the previous two years, and you did not remarry before the end of the tax year.

• You were eligible to file jointly with your spouse in the year of death.

• You have a dependent child (biological, adopted, or stepchild) who lived with you for more than half the year.

• You paid more than half the cost of maintaining your home (including mortgage, rent, utilities, food, and property taxes).

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What Are the Benefits?

• Standard Deduction: You receive the same standard deduction as Married Filing Jointly, which is significantly higher than a single filer, allows the surviving spouse to use the same standard deduction and tax brackets as Married Filing Jointly for up to two years after the year of the spouse’s death, which can result in lower tax liability. To qualify, the surviving spouse must not have remarried, must have a dependent child living with them for more than half the year, and must have paid over half the cost of maintaining the household. (Amounts subject to annual adjustment.)

• Lower Tax Rates: You remain in the Married Filing Jointly tax brackets, which are more favorable and can significantly reduce your overall tax liability.

• Access to Credits and Deductions: You remain eligible for valuable tax credits like the Child Tax Credit, Dependent Care Credit, and Earned Income Tax Credit, provided you meet the requirements.

How This Helps Grieving Families

The financial aftermath of losing a loved one can be as confusing as it is overwhelming. Many survivors don’t even realize that special tax relief exists for their situation, or that they might still qualify even if their spouse passed away late in the previous tax year. That's why it’s so important to encourage all families with dependent children to speak with a qualified tax advisor or

CPA. These professionals can help determine eligibility for the Qualifying Widow(er) with Dependent Child status, explore any additional deductions or credits available, and ensure the family is not missing out on support they’re entitled to receive.

Understanding the options isn’t just about saving money— it’s about gaining peace of mind when you need it most. Taking advantage of available tax relief can offer stability, reduce stress, and allow grieving families to focus on healing, rebuilding routines, and supporting their children through one of the hardest times in their lives. FBS

Nikki Anne Schmutz, a Utah native, is a published author, poet, and industry writer, with numerous articles featured in funeral industry publications. Her background includes caretaking and working as a Registered Behavior Technician (RBT) for special needs individuals. After being widowed in 2016, she found a new calling and became an Estate Specialist at Full-Circle Aftercare in 2019. Her expertise and dedication led to her promotion from Account Manager to Director of Operations in 2024, where she continues to guide the industry and support funeral homes, hospice providers, and families navigating 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 when she had time to sit and write poetry.

Reducing Cremator Fuel Consumption by Up to 70%?

BY JOEL SOELBERG

Asfuneral homes and mortuaries look to the future, adding cremation capability has become a high priority to stay competitive and to continue to meet family needs.

There are many brands of cremators/retorts available with varying levels of quality and support, pre and post purchase. Each brand has various system configurations, purchase price points and established on-going operational & maintenance costs.

This article is meant to help broaden the conversation with those considering an upgrade or addition of crematory capability from a “How much does it cost upfront?” to a long term, “How much does it cost over time?’ approach. I chose to highlight Facultatieve Technologies (“FT”) as they have proven to be the best option for minimizing long-term operational costs and achieving the best long-term operational efficiencies.

How did I come to that conclusion? FT leans on over a century of expertise, building cremation equipment in Europe for various world markets and now boasts a USA manufacturing presence and dedicated FT USA sales team. As a care-center and crematory design firm since 1991, Duncan Stuart Todd LTD has worked on many crematory projects with customers choosing various brands and configurations of crematory equipment. In

that 34 years, we have found the customers who care most about long-term costs and efficiency choose FT. Many of our biggest and most savvy customers have chosen FT equipment in order to keep maintenance and fuel costs as low as possible, and in order to increase throughput. Throughput and cost efficiency are two critical aspects of a crematory’s operational success.

Facultatieve Technologies has engineered cremators to achieve up to 70% fuel savings compared to other brands, and they boast an average cremation time of 75 minutes per cremation compared to other brands, which often take 90 plus minutes per cremation. Here’s how FT does it.

1. Advanced Automated Control Systems for Maximum Efficiency

FT cremators feature an integrated control system that continuously monitors and adjusts combustion parameters in real time to balance oxygen, fuel and temperature. The result:

• Optimizes gas usage by making infinite micro-adjustments throughout the process.

• Regulates oxygen levels to ensure complete combustion with minimal fuel waste.

• Reduces electrical power consumption, thanks to energyefficient components.

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2. Dynamic Design That Turns the Body into the Primary Fuel Source

Unlike traditional cremators that rely heavily on gas burners, FT cremators are engineered to use the cadaver as the primary fuel source. By forcing oxygen into the super-heated hearth area through precision-engineered air ducts, the cremation process becomes self-sustaining, dramatically reducing the need for additional fuel. The result:

• Fuel consumption reductions of up to 70% compared to standard cremation equipment by reducing reliance on primary burner and better utilization of the body as fuel.

• More efficient, complete combustion—less wasted energy, lower emissions.

• Eliminates the need for redistributing the remains during the cremation process.

3. Heat Retention and Refractory Design for Long-Term Savings

FT cremators are lined with a high-performance refractory that withstands temperatures up to 2550°F, ensuring heat is retained within the system. This innovative design especially favors repetitive cremation and high case load facilities that achieve consecutive cremations each day. The result:

• Lowers overall operating costs by reducing the need for repeated high-temperature preheating and need for cool-down cycles.

• Provides a more stable process, ensuring consistent efficiency, cremation after cremation.

• As the number of cremations increases throughout the day, FT cremators consume significantly less natural gas or propane per cremation, reducing overall energy costs.

• Average cremation times of just 75 minutes, with total turnaround times of 90 minutes or less.

4. Custom-Designed FT Burners and Airflow Optimization

FT’s literature states; “Most cremation systems on the market are modified incinerators, not true cremators. FT cremators are different. Our engineers—who specialize in combustion principles and cremation-specific software development— design every cremator from the ground up.” These design

elements ensure every cremation is completed with the lowest possible fuel costs in the industry. The result:

• FT’s proprietary cremation burners, are engineered specifically for cremation of bodies, not just generic incineration.

• Low-energy gas valves, designed to last over 5 million cycles while consuming less than 6 watts of power.

• Manufactured draft control, using energy-saving frequency inverters on blower motors to minimize electrical energy use.

• Optimized air movement in the primary and secondary chambers, allowing the body to burn evenly while reducing fuel demand.

5. A Commitment to Sustainability and Environmental Responsibility

Fuel efficiency is more than just a cost-saving measure—it’s a key factor in operational profitability, environmental responsibility, and long-term sustainability. In addition to fuel cost savings, FT cremators provide the following benefits:

• Lower greenhouse gas emissions by reducing reliance on fossil fuels.

• Protect the environment by cutting natural gas and propane usage by up to 70% compared to competitor systems.

• Minimize electrical energy use, thanks to variable speed inverters on all motors.

Conclusion: Savings & Efficiency: Lower Overall Costs, Increased Throughput

As you consider adding crematory equipment, be sure to ask your vendors about long-term costs, and throughput efficiency. Look at the upfront and on-going maintenance costs, coupled with expected fuel and energy costs, as well as staff related savings, and you’ll be able to see which crematory equipment is best for you and your firm over the long haul. 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 1991. He can be reached by email at info@duncanstuarttodd.com or call him at 720-583-1886.

1.800.331.5411

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