November/December 2025 FBS Magazine by 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.

During three years of publishing this magazine, I've been fortunate to work with great advertisers, including Joel & Caity Soelberg with Duncan Stuart Todd. In recent months, I've had a longer conversation with them about the future of the magazine and an expansion to include more cremation content.

Which is why I'm super excited to announce that Joel & Caity Soelberg are taking over as the publishers of the magazine and will rebrand this great publication as "Funeral & Cremation Solutions" magazine, beginning in January 2026.

Timothy Totten Original Publisher

Joel and Caity have other great ideas in the works, and I am so glad to be continuing the journey with them as their content editor. That means I'll still be generating the stories and editorials and laying out the magazine, with direction from them to make this the most relevant publication for the professionals who own and manage funeral and cremation facilities on a day to day basis.

I'm looking forward to an awesome 2026 and welcome Joel & Caity to this great experience!

TIMOTHY TOTTEN Publisher

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Joel & Caity Soelberg New Publishers

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Bruce Likly is the co-founder of TribuCast®, a service provided through funeral homes, has been thoughtfully designed to let family and loved ones privately attend a funeral or memorial service in real time on a phone, tablet or computer.

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.

Gail Rubin, Certified Thanatologist and The Doyenne of Death®, is a pioneering death educator. She is the author of four books on end-of-life issues, was one of the first people to hold a Death Café in the United States and she has coordinated six Before I Die New Mexico Festivals. Learn more about Gail at her website, www.AGoodGoodbye.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.

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.

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.

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.

Raymond L. Bald, CPA is a funeral home tax accountant and consultant with Cummings, Lamont & McNamee, PLLC. He can be reached by phone at 603-7723460, or you may email him at rbald@ clmcpa.com

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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FOLDS FLAT

MATTRESS SLEEVE

INNER & OUTER POCKETS

INDUSTRY HEADLINES

TribuTe Technology and homesTeaders ParTner

To simPlify Preneed Policy managemenT for funeral homes

Waunakee, Wisconsin — Tribute Technology is partnering with Homesteaders Life Company, one of the most trusted names in funeral service, to make it easier for funeral homes to manage preneed policies. The planned integration, coming in 2026, will connect Homesteaders’ policy data directly with Tribute Management Software, allowing funeral directors to see and link matching preneed policies right from a case. Policy information will update automatically each night, so directors always have the most current details without sorting through paperwork or entering data twice.

“At Homesteaders, we’re committed to offering financial support, expertise, and partnerships that bring value to funeral professionals and the families we serve together,” said Steve Shaffer, Homesteaders President, CEO and Board Chair. “This planned integration with Tribute Technology helps simplify the preneed management process, giving funeral providers easier access to the information they need so they can focus more fully on designing meaningful experiences for the families they serve.”

For funeral homes, this will mean fewer errors, faster workflows, and peace of mind knowing every available fund is captured and applied correctly. Families will benefit too, with less back-and-forth over documents and a smoother, more professional experience.

“Funeral directors carry an enormous responsibility, and every minute spent searching for paperwork is

a minute taken away from serving families,” said Courtney Gould Miller, President of Commercial Markets at Tribute Technology. “This upcoming integration with Homesteaders takes something complex and makes it simple. It’s about giving time back to the professionals who give so much of themselves every day.”

This is the first of several planned integrations designed to connect Tribute Management Software with multiple preneed partners. Together, these systems will help funeral homes work more efficiently and better support the families they serve.

About Homesteaders Life Company

For nearly 120 years, Homesteaders Life Company has provided products and services to help people design a better farewell. Rooted in financial stability and a deep commitment to the funeral profession, Homesteaders partners with funeral providers of all sizes to help them grow their businesses through innovative preneed solutions.

About Tribute Technology

Tribute Technology builds technology that helps funeral professionals focus on what matters most— supporting families. Serving more than 9,000 providers worldwide, Tribute’s connected tools for management, websites, marketing, online planning, and payments simplify daily work and strengthen the relationships that matter most. Learn more at www. tributetech.com.

sTarmark announces sTraTegic ParTnershiP

wiTh sPencer

Richmond, Indiana – Starmark Funeral Products, the trusted provider of value-driven funeral service products in North America, is pleased to announce a new partnership with Spencer, a global leader in casket handling equipment and body removal systems.

Spencer's top-quality equipment is now available through Starmark, providing funeral professionals with access to Spencer’s industry-leading solutions alongside Starmark's Guaranteed Best Pricing, Apples to Apples, Every Time products.

With a commitment to quality, innovation, and exceptional service, Starmark creates Sensible Solutions® for funeral professionals to help families more easily honor life's most meaningful moments with grace and respect. Starmark’s comprehensive selection includes ceremonial rental and cremation caskets, bed viewers, containers, and merchandising systems — each thoughtfully designed to allow funeral service professionals and families to focus on love, legacy, and healing.

Spencer has long been the trusted name behind some of the most advanced mortuary and funeral casket handling solutions worldwide. From body removal systems and mortuary cots to church trolleys and ergonomic casket handling equipment, Spencer offers a complete portfolio tailored to the evolving needs of funeral service providers. The solutions on offer combine Italian engineering with ergonomic design and unmatched durability, tested and trusted in funeral homes, crematories, and transportation services worldwide.

it’s what we do. We are committed to Preneed insurance...

For

over 100 years, National Guardian Life Insurance Company (NGL) has focused on one thing: Insurance. We are dedicated to offering the best options for partnerships so you can build lasting relationships.

This partnership brings together two respected names in funeral service, committed to supporting funeral professionals with innovative, efficient, and accessible tools for every stage of care.

About Starmark: Starmark Funeral Products creates Sensible Solutions™ for funeral professionals to help families honor life's most meaningful moments with grace and respect. It is all about celebrating the lives of loved ones with dignity and care. This belief inspires everything we do at Starmark, allowing funeral service professionals and families to focus on love, legacy, and healing.

$10,000 in scholarshiPs available To morTuary sTudenTs OGR FOundatiOn Opens applicatiOn peRiOd thROuGh end OF YeaR

Indianapolis, Indiana – The International Order of the Golden Rule (OGR) Foundation has opened its 2025 Awards of Excellence scholarship application period.

A total of $10,000 will be awarded to six mortuary science students who distinguish themselves through academic performance, community involvement, and a commitment to serving grieving families with compassion, fairness, and dignity.

To be eligible, students must be enrolled in a mortuary science degree program and be scheduled to graduate during the 2026 calendar year. The online application form and additional criteria are available at OGR.org/ scholarship. The application period will close at midnight on December 31, 2025.

"Investing in the next generation of funeral service professionals is essential to the future of our profession," said Chris Miller, Chair of the OGR Foundation Board. "Our scholarship program is designed to support students who demonstrate a commitment to serving independent funeral homes and to providing compassionate care to families. We hope that these scholarships will provide an additional resource to help them succeed as they embark on this meaningful career path."

“This scholarship has meant the world to me, not just because it helps ease the financial burden, but because it’s a powerful reminder that people in this profession care deeply about lifting up the next generation,” said Jesse Currens, 2025 scholarship recipient. “You’re not just funding education; you’re planting seeds of service and compassion that will grow for years to come.”

This year’s top scholarship recipient will also receive complimentary registration, travel, and accommodations for OGR’s signature annual conference, PROGRESS, being held May 5-7, 2026 in Louisville, Kentucky.

Scholarships are funded by generous donations from individual and corporate donors. To see a list of all donors, visit OGR.org/virtual-tribute-wall.

About the International Order of the Golden Rule Foundation

The Foundation is the charitable arm of the Order of the Golden Rule and a registered nonprofit under IRS Tax Code 501(c)(3). Its mission is to fund, perform, and support activities on behalf of OGR that advance the standards of funeral service or contribute to the compassionate care of individuals in need. Learn more and make your tax-deductible donation at OGR.org/Foundation.

www.crownevault.com

NEW Knight Recycled Marquis

cron sPecialTies launches revoluTionary funeral ProducT insPired by social media frusTraTion

Moorhead, Minnesota – A casual social media post in 2018 sparked a breakthrough in funeral service innovation. When a funeral director voiced her dissatisfaction with traditional plastic garments—citing leaks, bulkiness, and the disruptive crinkling sound they made when touched, seasoned embalmer Ron Gresham took notice. That moment of online frustration led to the creation of BodyGuard, a heat-shrinkable protective garment now transforming embalming practices worldwide.

Developed and perfected over seven years, the BodyGuard by CRON Specialties is crafted from durable 6 mil polyethylene plastic. Unlike conventional unionalls, the BodyGuard can be heat-shrunk to conform tightly to the body using a standard heat gun, eliminating excess bulk and minimizing noise. It’s cremation-safe and produces fewer chemical emissions than traditional alternatives.

Gresham, who has handled thousands of challenging cases—from trauma victims to advanced decomposition— recognized the need for a more adaptable solution. After extensive field testing through his trade embalming service, he launched CRON Specialties in May 2025. The response has been overwhelming, with orders pouring in from across the globe.

In response to requests from fellow funeral directors, Gresham has expanded the BodyGuard line to include heat-shrinkable pants, sleeves, and stockings, allowing targeted coverage for specific areas such as limbs. These additions further enhance the product’s versatility and ease of use.

“I’m not done yet,” Gresham shared. “There are more ideas in the pipeline to support embalmers and funeral professionals. This is just the beginning.”

About CRON Specialties: CRON Specialties, based in Moorhead, MN, was founded to solve a long-standing issue in funeral care: the lack of a durable, leak-resistant, and low-profile garment for decedents. After years of development, the company introduced the BodyGuard—a heat-shrinkable unionall designed to meet the practical needs of embalmers and funeral directors worldwide. To explore the BodyGuard and other innovative products from CRON Specialties, visit CRONspec.com.

Tukios inTroduces enhanced sms funcTionaliTy, simPlifying family noTificaTions

Ogden, Utah — Tukios, a leader in funeral technology solutions, is proud to announce upcoming enhancements to its platform that make it easier than ever to notify families when an obituary has been published. These updates include new built-in email and text message options, streamlining how funeral homes communicate with next of kin.

With this release, funeral homes will soon have the ability to email or text the family within the platform directly - no external email client required. Tukios now handles all the behind-the-scenes work, eliminating extra steps and ensuring that important updates reach families quickly and reliably.

This new functionality introduces the option to send text messages alongside traditional email notifications, giving funeral homes greater flexibility and improving the overall communication experience for the families they serve. Whether by email or SMS, funeral homes can now share obituary updates in a way that best fits each family’s preferences.

Improving How You Connect With Families

This feature represents Tukios’ ongoing commitment to simplifying technology for funeral professionals while enhancing the experience for families. By managing notifications internally, the platform ensures faster delivery, fewer complications, and a more seamless user experience. It also maintains a professional, compassionate tone that aligns with the nature of the funeral profession.

Availability

The new SMS functionality will be available soon for all Tukios platform users. Funeral homes can contact their Tukios account manager for more details or updates on the official release.

Tukios creates software to improve funerals. Their innovative platform powers thousands of funeral home websites, stunning video tributes, and streamlined e-commerce experiences. Tukios is known for leading the profession in AI technology, offering tools that simplify day-to-day tasks, elevate the online experience, and keep funeral homes visible and relevant in an ever-changing digital landscape. Whether it’s a family visiting a website or an AI assistant looking for answers, Tukios ensures your story is told clearly and beautifully every time.

Tukios unveils "new horizon obiTuary TemPlaTe," a modern way To honor

a life

Ogden, Utah — Tukios, a leader in funeral technology solutions, is proud to announce the launch of the New Horizon Obituary Template, the latest addition to its suite of online memorial tools. This thoughtfully designed template provides families with a fresh, modern way to celebrate a life well lived while ensuring the person being remembered remains the focal point.

Simple Activation with Support from

the Tukios Team Due to the template’s new features, the New Horizon Obituary Template requires initial activation by the Tukios team. Once enabled, it integrates seamlessly into a funeral home’s existing Tukios workflow, ensuring it’s just as easy to use as the current obituary templates. To get started, funeral homes can reach out to their Tukios account manager or contact the Tukios support team at tukios.com or by phone at (801) 682-4391.

The New Horizon Template features a full-screen video presentation, giving it a cinematic, personal touch that draws attention to the decedent. The clean, contemporary design enhances the tribute experience, allowing families to share memories in a way that feels both intimate and visually engaging.

Designed to Complement the New Video Obituary Cover Art

In addition to the full-screen layout, the New Horizon Template pairs beautifully with Tukios’ new video obituary cover art. This cohesive design element ensures that the obituary and video tribute seamlessly complement each other. With multiple stock video options to choose from, funeral homes can easily customize each obituary to suit the unique tone and personality of the service.

Supporting Families in Meaningful Ways

The New Horizon Template helps families reflect on and celebrate their loved one's life with dignity and respect. By providing a beautiful, personalized space to share memories, this template elevates the online tribute experience and creates a meaningful environment for visitors to reflect on treasured moments.

Availability

The New Horizon Obituary Template is available at no additional cost for funeral homes hosting their websites with Tukios. Funeral professionals can reach out to their Tukios account manager to learn more about this exciting new feature.

dead Talks 2026 To emPower deaThcare Professionals To "ready. seT. grow."

in las vegas

Sterling, Virginia –The International Cemetery, Cremation & Funeral Association (ICCFA) proudly announces DEAD Talks 2026, the profession’s premier sales conference, taking place January 13–15, 2026, at Park MGM Las Vegas. This year’s theme, “Ready. Set. Grow.”, celebrates the forward momentum of today’s deathcare professionals as they expand their skills, elevate service, and lead with confidence in an evolving marketplace.

DEAD Talks has become a can’t-miss event for sales professionals, managers, and leaders seeking to take their performance to the next level. The 2026 program features a powerhouse lineup of deathcare innovators and educators delivering hands-on sessions, interactive panels, and fresh strategies to help attendees grow both personally and professionally.

The event begins Tuesday, January 13, with a first-timers orientation and lively ice breaker led by Lori Bolton, CSE, CXE, of Park Lawn Corporation. Attendees will then join “The Wheel of Objections” panel, moderated by John Bolton, CCE, CCrE, CSE, CXE, and Lori Bolton, featuring Erin Creger, Néctar Ramírez, Greg Norris, and Dan Kientzel. Panelists will share how to overcome common objections and turn challenging conversations into opportunities to serve. The day concludes with a welcome reception and networking celebration.

On Wednesday, January 14, the program kicks into high gear with keynote speaker David Priemer, author and renowned Sales Scientist. In his keynote, Priemer will explore how effective messaging shapes every step of the purchase journey—emphasizing that the experience is the product. Drawing on real-world insights and practical examples, he’ll share actionable strategies to help professionals connect authentically with families and guide them toward confident, value-driven decisions.

The day’s sessions will continue with four key themes— Educating the Consumer, Knowledge + Passion = Confidence, How to Get More Leads, and Managing Sales— featuring expert presenters including Lee Longino, Jennifer

Graziano, Dr. Jason Troyer, Honnalora Hubbard, Noble Sines, Néctar Ramírez, Phil Zehms, Cathy Younkin, Brad Palmer, Eric Battles, Gary O’Sullivan, and Tony Armogida.

On Thursday, January 15, the event concludes with the Sales Seminar Certification Workshop, led by Tony Armogida, Erin Creger, and René Negrete, along with the ICCFA Sales & Marketing Committee. This hands-on session will give attendees a complete blueprint for delivering engaging, results-driven seminar presentations. The closing session, “Monday Morning Mindset” with Shane Pudenz, will help attendees translate inspiration into immediate action.

“DEAD Talks represents the ICCFA’s commitment to empowering professionals across every corner of deathcare,” said ICCFA President Bob Gordon, Jr., CCE. “It’s not just an event—it’s a catalyst for growth, innovation, and excellence. As our members evolve to meet the needs of today’s families, DEAD Talks gives them the tools, inspiration, and community to lead that change.”

“Every year, DEAD Talks is built by sales professionals, for sales professionals,” said Mike Harens, Chairman of the ICCFA Sales & Marketing Committee. “Our committee’s goal is to create an environment where attendees can connect, learn from one another, and leave energized to put new ideas into action. DEAD Talks is about helping every participant—whether it’s their first year or their fifth—walk away ready to grow.”

Registration for DEAD Talks 2026 is now open at iccfa. com/sales. Attendees are encouraged to take advantage of early bird pricing available through December 19, and group discounts make it easier than ever for teams to grow together.

Founded in 1887, the International Cemetery, Cremation, and Funeral Association is the only international trade association representing all segments of the cemetery, cremation, funeral, and memorialization profession. The association is comprised of more than 10,000 members in the cemetery, funeral home, and crematory industries, as well as supplier and related businesses worldwide.

homeland inTernaTional and diasPora insurance announce ParTnershiP To launch rePaTriaTion insurance ProducT for african diasPora

24/09/2025 – Homeland International, a leader in global repatriation services, today announced the launch of the Homeland International Diaspora Funeral Cash Plan (HIDFCP), a new repatriation insurance product developed in partnership with Diaspora Insurance. This plan is designed to provide financial peace of mind for the African diaspora living anywhere in the world, addressing the unique challenges and high costs associated with repatriation and funeral expenses.

The HIDFCP is exclusively available for African diaspora and offers a solution to the limitations of traditional travel insurance and funeral plans, which often do not adequately cover the full costs of repatriation and can have expensive monthly premiums.

Key features of the new plan include:

• Guaranteed Acceptance: No medical examination is required for enrollment.

• Immediate Payout: Upon proof of death, the plan provides an immediate cash payout, which can then be used to cover the repatriation with Homeland International.

• Flexible Currency: The payout can be received in pounds, euros, or US dollars.

• Worldwide Protection: The plan provides coverage for over 20 African nationalities living and working abroad in countries like the UK, EU, Middle East, USA, Australia, and Canada.

• Affordable and Fitting Solution: The plan is specifically designed to be an affordable and suitable financial solution for the diaspora community and their families.

The partnership between Homeland International and Diaspora Insurance aims to bridge the gap in the market for a product that truly understands and serves the needs

of the diaspora community. The HIDFCP is authorized and regulated by the Financial Conduct Authority, ensuring reliability and security for policyholders.

"We are proud to partner with Diaspora Insurance to bring this essential product to the African diaspora," said Samuel Tester, Operations Director, Homeland International. "The HIDFCP provides a much-needed solution, offering peace of mind and financial security to African individuals and families who wish to honor their loved ones with a dignified repatriation" added Malcolm Van Den Berg, Head of Africa, Homeland International.

Dr Edwin Tsvere, the Channels Director for Diaspora Insurance added, “I believe this collaboration with Homeland International is highly beneficial and effectively addresses the needs of the African diaspora community. The seamless integration of services from both companies provides much-needed peace of mind and support during difficult times. The commitment to understanding and serving the specific requirements of Africans living abroad, while ensuring their final wishes are respected in their homeland, is truly commendable. This partnership exemplifies excellent customer focus and operational efficiency, making a significant positive impact on those it serves.”

About Homeland International

Homeland International, part of the world's oldest funeral directors, CPJ Field, is a specialist provider of international repatriation services. With over 325 years of experience in the funeral sector, the company has extensive knowledge and a global network to support families, corporate clients, and government organizations in bringing their loved ones home from anywhere in the world. Its experienced team provides practical advice, care, and guidance, ensuring a smooth and dignified process during a difficult time.

About Diaspora Insurance

Diaspora Insurance is a UK Headquartered and-registered company authorized and regulated by the Financial Conduct Authority (FCA). The firm reference number is 795897. Diaspora Insurance specializes in the designing, marketing, and distribution of insurance products targeted at foreign nationals/expatriates/diasporans living and working abroad in markets outside their home country, like the UK, EU, Middle East, USA, Australia, and Canada, among others. Diaspora Insurance is very experienced in dealing with global diasporans where immediate financial intervention is required. To date, the company has paid more than $5 million dollars to bereaved families worldwide. With over a decade of delivering peace of mind to diasporans worldwide, Diaspora Insurance is a multimillion dollar turnover company established in 2012.

Tukios inTroduces "PhoTo gallery," a modern way To share memories

Ogden, Utah – Tukios, a leader in funeral technology solutions, is proud to announce the launch of an updated Photo Gallery feature, designed to give families a more meaningful and uplifting way to honor their loved ones online.

This introduces two new updated fresh, modern designs to choose from. These are located under the obituary section, allowing visitors to easily browse cherished images and relive memories through a beautifully presented gallery.

The updated Photo Gallery feature brings both style and substance to the online tribute experience. Photos beneath each obituary now appear in an elegant, refreshed format that brings memories to life.

Visitors can then click “See More” to expand the gallery and browse additional images. Families and funeral homes can choose from three newly updated gallery styles, giving each memorial page a layout that best reflects the tone and personality of the tribute.

For funeral homes, the feature provides a modern look and feel that elevates the overall appearance of websites

with a clean, contemporary design. It also integrates seamlessly, automatically updating under the obituary section without requiring additional setup.

Tukios website users now have the ability to go onto any obituary and custom select which gallery style appears, offering greater flexibility and personalization. These features are created to put funeral homes at the center, giving them easy-to-use tools that allow them to serve families with confidence and care.

For families, the gallery offers more than just aesthetics, it creates a meaningful space to celebrate the life of their loved one through pictures. Each layout is designed to present memories in a respectful and uplifting way, ensuring that every image is displayed tastefully.

Together, these updates make it easier for funeral homes to serve families with warmth while giving visitors a comforting place to reflect on treasured moments.

Supporting Families in Meaningful Ways

The Photo Gallery helps families reflect on their loved one’s story with dignity and warmth. By presenting images in a thoughtful, visually engaging format, this feature ensures that memories remain central to the online tribute experience.

Availability

The Photo Gallery feature is available at no additional cost for funeral homes hosting their websites with Tukios. Funeral professionals can reach out to their Tukios account manager to learn more.

foveo and Tukios launch on-click funeral sTreaming inTegraTion

Ottawa, Ontario & Ogden, Utah — Foveo Memorial Services Inc. (“Foveo – The Funeral Streaming Company”) and Tukios, one of the profession’s leading funeral home website platforms, today announced a first-of-its-kind integration that lets funeral homes book and embed live stream broadcasts directly into Tukios obituary pages with a single click.

The collaboration delivers the simplest way yet for funeral directors to live stream services for families. Within the Tukios page editor, directors simply toggle the new “Live Stream” switch to instantly add a Foveo broadcast to the obituary page—no extra logins, no duplicate data entry, no copy-and-paste links and no AI-powered obit scrapers.

Guests can attend live services or view recordings directly on the funeral home’s website, keeping every interaction simple and seamlessly on-brand.

“Our goal was to integrate live streaming into Tukios websites in the simplest way possible,” said Curtis Funk, Tukios CEO. “It was exciting to work with Foveo on this innovation to make it happen.”

“When you think of easy-to-use technology for funeral directors, Tukios leads the way,” said Foveo CEO Trajan Schulzke. “We were excited to bring our streaming platform directly into the Tukios obituary workflow. Together, we’ve made professional live streaming effortless and 100% integrated within a platform funeral directors already know and trust.”

Why It Matters

Demand for professional funeral streaming continues to rise as families look to their funeral directors for help including loved ones who can’t attend in person. The new one-click integration saves directors 10–20 minutes previously spent booking and embedding a live broadcast and recording directly into an obituary page.

Tukios and Foveo have combined advanced technology and their shared commitment to exceptional family experiences to help funeral professionals save time, meet today’s expectations, and keep the process simple, reliable, and fully aligned with each funeral home’s trusted brand.

Availability

The one-click embedded live streaming integration is now available to all Tukios customers. Foveo includes it free with every plan—subscription or pay-per-stream. Setup takes just 20 minutes, requires no new equipment and includes free training and live support.

Key Benefits of the New Integration

• One-Click Setup: Add streaming instantly inside the Tukios obituary page editor.

• Seamless Guest Experience: Guests watch directly on the obituary page, no login or external link.

• Unlimited Recording Access: Recordings never expire, creating lasting digital memorials.

• Free Lead Generation: Optional guest registration captures attendee details for families and future outreach.

• Live Support: Real-time Foveo assistance for funeral home staff, families and guests—before, during and after every service.

About Foveo

Foveo Memorial Services Inc., also known as Foveo –The Funeral Streaming Company, is a leading funeral experience platform specializing in live streaming. Foveo delivers simple, meaningful online guest experiences, recordings that never expire, built-in guest registration for lead generation and the most affordable streaming plans available so that every funeral home can deliver more modern, personalized, fully branded experiences that directly reflect their outstanding care and professionalism. Learn more at www.foveo.org.

About Tukios

Tukios creates software that improves funerals. Its innovative platform powers thousands of funeral home websites, stunning video tributes and streamlined e-commerce experiences. Tukios leads the profession offering technology and tools that simplify daily operations, elevate online experiences and keep funeral homes visible and relevant in an ever-changing digital landscape. Learn more at www.tukios.com.

Managing Grief Among Your Staff

BY ERIN CONNOLLY

There’s something few people outside this profession truly understand: grief doesn’t stop when the family and friends leave the funeral home. It lingers and settles quietly in the hearts of the people who show up every day to serve those mourning the loss of their loved one.

The individuals who work in funeral service are a special kind — the ones who step into heartbreak day after day, maintaining calm while others fall apart. Yet even the most experienced professionals can only hold so much. The attendants, embalmers, arrangers, and office staff who answer those emotional phone calls all absorb a little bit of that sorrow. This emotion becomes cumulative over time.

Supporting the people who care for others is one of the most important, and often overlooked, responsibilities in funeral service leadership. “We often forget that funeral professionals experience grief as well. We experience loss. We experience sadness for our families,” states Katie Hill, president of Mortuary Lift Company in Cedar Rapids, Iowa, “However, when we feel grief, we are able to be more intimate with that grief because we have access to our loved one. So often in the funeral industry, we take that loved one away immediately, and the family is allowed to return for a brief moment before never seeing them again. That doesn’t happen to us. We can grieve freely and intimately.”

The Emotional Back Room

Professionalism is a hallmark of funeral service. The flower arrangements are displayed impeccably, the cars are polished and detailed, the timing flows like clockwork. But behind that scene lies an emotional back room — the unspoken weight carried by those who make sure everything appears seamless. In the funeral industry, professionalism can sometimes be mistaken for emotional suppression. Staff need to know it’s acceptable to acknowledge that the work is hard. They don’t need to break down in front of families, but they should be allowed to recognize the toll it can take.

Often, a simple statement like “That service was tough” is enough to release what might otherwise build up silently with the goal of creating an open dialogue.

The Subtle Signs of Burnout

Compassion fatigue is real. Seeing death and grieving on a daily basis creates a different kind of burnout than in most other professions. Because this profession demands emotional steadiness, these early warning signs often go unnoticed or dismissed as “just part of the job.”

But ignoring burnout allows it to deepen, affecting morale, performance, and even the quality of care families receive. Recognizing it early and responding with intention can make all the difference.

The first step is awareness. Encourage staff and managers to check in with themselves regularly — noticing changes in sleep, mood, or patience levels. Leaders can model this by talking openly about their own need for rest or by reminding the team that mental and emotional fatigue are natural side effects of grief work, not personal shortcomings.

Practical steps to manage and prevent burnout include:

• Rotating emotionally heavy duties. If one staff member consistently handles the most difficult cases or works the longest services, redistribute those responsibilities. Sharing the emotional load helps everyone stay balanced.

• Building decompression time into the day. After a demanding service, allow ten minutes to reset — whether that’s stepping outside for fresh air, tidying a workspace in silence, or taking a slow walk through the grounds. Short, mindful breaks between services can help staff reset emotionally.

• Encouraging peer support. Sometimes what helps most is a quiet conversation with someone who understands. Creating a culture where staff can lean on one another without fear of judgment makes it easier to manage stress collectively.

• Providing access to support resources. Whether through professional counseling, grief education, or wellness workshops, offering resources tailored to the unique pressures of funeral service reminds staff that their well-being matters.

Lastly, recognition goes a long way. A simple acknowledgment — “You handled that family with such care,” or “I know this week was hard, and I appreciate you” — reinforces that emotional labor is seen and valued.

Burnout can’t always be avoided, but it can be managed through awareness, compassion, and proactive care. When staff are supported not only as professionals but as human beings, they’re better able to sustain the compassion that defines this work. Some funeral homes also invite grief counselors to meet with staff periodically. Even when few words are spoken, the presence of a professional signals that emotional health matters and that vulnerability is welcome.

The Power of Little Breaks

There’s an old saying: “You can’t pour from an empty urn.” In funeral service, that truth runs deep.

Encouraging staff to take small breaks — a five-minute walk, a moment in the chapel, a quiet breath out back before the next service — helps release emotional strain before it builds up.

Some find value in symbolic rituals: lighting a candle after a service and extinguishing it before going home, keeping a brief journal, or offering a silent prayer. The method doesn’t matter as much as the act of closure itself.

Equally important is protecting employees’ personal time. When phones are constantly ringing and work bleeds into every hour, burnout is inevitable. Leadership should model balance by ensuring that rest and recovery are respected as essential parts of the job.

Building a Family, Not Just a Staff

Funeral work has a way of connecting people on a deeper level. Shared experiences — long hours, emotional services, having the same goals on a daily basis — naturally build trust. Camaraderie strengthens both team morale and emotional health.

Encouraging staff to lean on one another for support is one of

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

the most effective ways to buffer against compassion fatigue. A workplace where it’s safe to say, “I’m having a moment,” without fear of judgment creates a foundation of mutual respect and emotional honesty. Leaders can set the tone by modeling that openness themselves.

There are several ways to strengthen that sense of team connection:

• Create regular touchpoints. Hold short weekly or biweekly team meetings focused not just on logistics, but on how everyone is doing. These don’t need to be formal — a brief check-in over coffee works just as well as a structured discussion.

• Encourage peer mentoring. Pair newer staff with experienced team members who can offer practical advice and emotional guidance. It gives newer employees a safe place to ask questions and helps veterans feel valued for their insight.

• Celebrate small wins together. Recognizing when a service goes well, a family expresses gratitude, or a difficult week comes to a close reminds staff that their efforts matter. There are many ways to recognize the successes-- small parties, an appreciative email, socializing together. The important thing is bonding and helping each other feel seen and heard so they know they are in as good of hands as the families having services.

• Build moments of lightness. The work is serious, but the workplace doesn’t always have to be. Shared humor, kind

gestures, and the occasional team lunch help keep emotional balance in an otherwise heavy profession.

Studies in high-stress caregiving fields show that strong peer relationships reduce burnout and increase job satisfaction. People who feel connected to their coworkers are more resilient and recover faster from emotionally difficult experiences.

Camaraderie doesn’t erase grief, but it transforms how it’s carried. When staff know they’re not alone in their emotions, they become stronger individually and as a team — and that unity ultimately extends to the care they provide every family who walks through the door.

Funeral service is sacred work. It requires grace, patience, and emotional strength from everyone involved. Supporting staff emotionally isn’t an optional extra — it’s a vital part of maintaining the compassion that families depend on.

When employees feel seen, valued, and safe to be human, they serve families with genuine empathy. That authenticity is what truly comforts the bereaved.

At its heart, funeral service isn’t only about caring for the dead; it’s about honoring the living who loved them — including the dedicated professionals who make that care possible. 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.

FEATURE EDITORIAL PRESENTED BY:

Key Retirement Plan Changes Under the SECURE 2.0 Act:

What to Know for 2025 and Beyond

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

In the last issue of FBS, we discussed the Build Back Better Act’s impact on business and individual taxpayers. Although that legislation introduced some new tax breaks, it largely made permanent many provisions that were due to expire at the end of 2025.

For this issue, we focus on the retirement-plan and IRA changes introduced by the SECURE 2.0 Act—some of which are already in effect and others that take effect in 2025 and 2026.

529 Plans -> Roth IRA Rollovers

Beginning in 2024, up to $35,000 of unused 529plan funds may be rolled into a Roth IRA for the plan’s beneficiary. To qualify, the 529 account must have been open for the beneficiary for at least 15 years, and contributions made within the last five years (and related earnings) are not eligible for rollover.

This strategy can help a child or grandchild start building retirement savings, but rollovers are subject to annual Roth IRA contribution limits,

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the beneficiary must be at least 14 years old, and the beneficiary must have earned income at least equal to the amount rolled over. Review your specific situation with a qualified tax advisor before initiating a transfer.

Inherited IRAs and the 10-Year Rule

Non-spousal beneficiaries who inherit an IRA from someone who died after 2019 must now distribute the entire account within 10 years rather than over their life expectancy. The IRS has clarified that annual required minimum distributions (RMDs) must be made within that 10-year period for most beneficiaries, although enforcement was delayed through 2024.

Beginning in 2025, beneficiaries must resume taking annual RMDs. Be sure to make your 2025 withdrawal by December 31 to avoid penalties.

401(k) Deferrals and Catch-Up Contributions

For 2025, employees under 50 can defer up to $23,500 into a 401(k). Those aged 50 and older may contribute an additional $7,500 as a catchup. Starting in 2025, participants aged 60 to 63 may make an enhanced catch-up contribution of up to $11,250.

Beginning in 2026, individuals with prior-year wages above $145,000 must make any catch-up contributions to a Roth 401(k) account instead of pre-tax.

Planning tips:

• Ensure your company plan allows both pre-tax and Roth deferrals, including all catch-up options.

•Weigh your current and future tax brackets when deciding between traditional (pre-tax) and Roth contributions. If you expect to be in a lower bracket later, Roth contributions may provide a greater long-term benefit.

Backdoor Roth Contributions

If your income exceeds the Roth IRA eligibility limits, consider a “backdoor Roth” strategy. This involves making a non-deductible contribution to a traditional IRA and then converting it to a Roth IRA.

Because there is no income limit on conversions, this method allows high-income earners to access

Roth IRA benefits. Keep in mind that any growth in the traditional IRA before conversion is taxable, and if you hold other pre-tax IRAs, the pro-rata rule requires part of the conversion to be treated as taxable income. Work closely with your tax advisor to determine if a backdoor Roth is right for you.

Required Plan Updates for Employers

If your business sponsors a 401(k) plan, confirm that it has been updated to comply with the SECURE 2.0 Act and to include any optional enhancements beneficial to employees.

Key requirements include:

• Automatic enrollment for newly established plans beginning in 2025.

• Expanded eligibility for long-term part-time employees who work at least 500 hours in two consecutive years (effective 2025).

• Annual paper benefit statements unless participants opt out electronically.

Penalties for non-compliance can be significant, so coordinate with your plan administrator to ensure timely amendments and proper operation.

Looking Ahead

The SECURE 2.0 Act introduced a wide range of improvements to retirement savings—some optional, others mandatory—with effective dates stretching into 2026. Now is an ideal time to review your plan documents, verify compliance, and take advantage of new opportunities to strengthen your retirement strategy.

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. FBS

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.

COVER STORY

Mortality Movies with Funeral Directors and Funerals

BY GAIL RUBIN, CT

THIS ARTICLE IS PART II OF MORTALITY MOVIE NIGHT ARTICLE FROM OUR SEPTEMBER/OCTOBER ISSUE.

Whenholding Mortality Movie Night discussions, my largest pool of films features funerals and funeral directors. These movies can prompt discussions about what individuals might want in their own funerals, how the public interacts with funeral directors as a business, and provide an opportunity to connect with your community while educating them about planning for end-of-life. If you’d like a discussion guide for any of these films, email your request to Gail@agoodgoodbye.com.

Bernie (2011 – PG-13, 1 hr. 44 min.) In this comedy based on a true crime story, affable mortician Bernie Tiede strikes up a friendship with a wealthy widow that goes tragically wrong. Provides insights into elements of the funeral business, the many roles funeral directors play and a great conversation starter. Stars Jack Black, Shirley MacLaine and Matthew McConaughey.

Death at a Funeral (2007 – R, 1 hr. 30 min.) In this comedy, chaos ensues when a man tries to expose a dark secret regarding a recently deceased patriarch of a dysfunctional British family. Shows a funeral at home, the challenge of paying for a funeral and preparing a eulogy, and the general stress a death in the family can cause. There is also an American version of this film, made in 2010 featuring an African American family, starring Chris Rock and Martin Lawrence. Peter Dinklage is in both versions of the film. Rough language warning.

Departures (2008 – PG-13, 2 hr. 10 min.)

This charming Oscar-winning Japanese film follows the journey of an unemployed cellist who takes a job preparing the dead for funerals. Shows the importance of encountering the dead, Japanese traditions for funerals and cremation, and how grief can be repressed and expressed.

Elizabethtown (2005 – PG-13, 2 hr. 3 min.)

This romantic comedy with a wonderful soundtrack incorporates the similarities of weddings and funerals, the clash of cultures between people in the South and the West regarding burial and cremation, illustrates different kinds of grief, and shows an ashscattering road trip. Stars include Orlando Bloom, Kirsten Dunst and Susan Sarandon.

Eulogy (2004 – R, 1 hr. 31 min.) This black comedy follows three generations of a family who come together for the funeral of the patriarch. Not only does the story uncover a litany of family secrets and covert relationships, it features scenes that can prompt discussions of estate planning, funeral planning, the challenge of writing a eulogy, and how to do your own Viking funeral.

Get Low (2009 – PG-13, 1hr. 43 min.) This film is based on a true story of a man who threw his own funeral party while he was still alive. Set in the 1930s, it provides a glimpse into the evolution of the funeral business and shows the elements of planning and implementing an unorthodox funeral. Stars Robert Duvall, Bill Murray and Sissy Spacek.

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Getting Grace (2017 – PG-13, 1 hr. 52 min.)

Funeral directors loved this film when it debuted. It follows a spirited and terminally ill teenage girl named Grace who, instead of sulking about her prognosis, bursts into a funeral home to ask about what happens after death. Her curiosity and irreverent charm shake up the life of a reserved funeral director and everyone else she encounters.

The Farewell (2019 – PG, 1 hr. 40 min.) A Chinese family discovers their grandmother has only a short while to live and decide to keep her in the dark. They schedule a wedding so everyone can gather and celebrate her before she dies. It illustrates cross-cultural divides between East and West about death, anticipatory grief, and living while dying, embracing joy, connection and ritual.

Grand Theft Parsons (2003 – PG-13, 1hr. 28 min.) This film is based on the true story of the hijacking of musician Gram Parson's body after his untimely death in 1973 from an overdose at 26. His road manager steals the body to fulfill a pledge to set his spirit free in Joshua Tree National Park. Includes insights on body shipment, wills, hearses, and setting a body on fire in the desert.

Happy Funeral (2008 – Unrated, 1 hr. 40 min.) This Chinese film explores how a younger generation seeks to update traditional Chinese funeral rites with personalized, meaningful and even joyful ceremony. They approach a traditional funeral director with their ideas, and wind up putting together a most creative Happy Funeral for their beloved landlady. Dialogue is Chinese with subtitles.

Harold and Maude (1971 – PG-13, 1 hr. 31 min.) This cult classic features Harold, a rich young man who’s obsessed with death, who meets lively septuagenarian Maude at a funeral. Shows several funerals, provides food for thought on living life to the fullest and exiting on one’s own terms. Stars Ruth Gordon and Bud Cort and features a great soundtrack by Cat Stevens.

Just Buried (2007 – PG-13, 1 hr. 34 min.) A young man inherits a nearly bankrupt funeral home from his estranged father and falls in love with the female mortician on staff. It’s a quirky comedy that explains embalming in detail, shows how pacemakers can make a crematorium explode, and looks at the details of running a funeral home.

Last Flag Flying (2017 – R, 2 hr. 5 min.) Thirty years after they served together in Vietnam, a former Navy Corpsman reunites with two old buddies to bury his son, a young Marine killed in the Iraq War. Looks at themes of fatherhood and loss, the long shadow of war for veterans, and military honors for the dead. Stars Steve Carell, Bryan Cranston and Laurence Fishburne in this comedy/ drama.

The Loved One (1965 – unrated, 2 hr. 2 min.) This satire of the funeral business skewers casket sales, funeral services, pet deaths and cemeteries, embalming and more. Stars Robert Morse as a young British poet who plans a funeral for his uncle and goes to work at a Hollywood cemetery/funeral home. Liberace appears as an outrageous casket salesman.

My Girl (1991 – PG, 1 hr. 42 min.) A sweet story about a young girl growing up in a family-owned funeral home. Her mother died giving birth to her, and her father works to balance work and life. Shows funeral home operations in the 1970s, that funeral directors have lives beyond their work, and different aspects of grief. Stars Anna Chlumsky, Macaulay Culkin, Dan Aykroyd and Jamie Lee Curtis.

My Mexican Shivah (2007 – not rated, 1 hr. 38 min.) This comedy from Mexico focuses on Jewish funeral traditions, including the rituals leading up to the funeral through the seven-day mourning period after the burial. Dialogue is in Spanish and Yiddish with English subtitles.

Nora’s Will (2008 – not rated, 1 hr. 32 min.) This award-winning comedy/drama from Mexico focuses on Jewish funeral traditions related to suicide, keeping the deceased company prior to burial, scheduling around holidays, and more. Spanish with English subtitles.

The Six Wives of Henry Lefay (2009 – PG13, 1hr. 35 min.) A comedic cautionary tale for those who don’t make funeral plans or make those plans but get married multiple times and change their plans. Henry Lefay’s daughter tries to arrange her father’s funeral while contending with all his ex-wives. Stars include Tim Allen, Elisha Cuthbert and Andie MacDowell.

Taking Chance (2009 – TV-PG, 1 hr. 17 min.)

Based on real-life events, Kevin Bacon stars as a voluntary military escort officer who accompanies the body of 19-year-old Marine Chance Phelps back to his hometown of Dubois, Wyoming. A moving account of the steps taken to honor those who die in military service. “Without a witness… it just disappears.”

This is Where I Leave You (2014 – R, 1 hr. 43 min.) In this comedy/drama, four grown siblings are forced to return to their childhood home to sit shivah for a week after their father dies. Along with their over-sharing mother, there’s an assortment of spouses, exes and others who come to the house where grief, dysfunction and the ties that bind collide. Stars include Jason Bateman, Tina Fey and Jane Fonda.

Undertaking Betty (2002 – PG-13, 1 hr. 34 min.) Originally titled Plots with a View, this comedy focuses on a woman whose husband is cheating on her and a traditional undertaker who has been in love with her since childhood. A progressive funeral director, new to this small town in Wales, shakes things up with personalized celebrations of life, including a Star Trek funeral. Stars Brenda Blethyn, Alfred Molina and Christopher Walken.

Waking Ned Devine (1998, PG – 1 hr. 31 min.) When Ned Devine wins the lottery, he dies from the shock. Two longtime friends in this small remote town in Ireland discover his death and determine that bachelor Ned would have wanted his neighbors to benefit from his good fortune. The trick is to convince the lottery official that Ned is still alive. This comedy includes a moving eulogy about the idea of being present at your own funeral.

To request my full list of Mortality Movies, covering other themes such as Mortality and Living Fully, Grief and Growth, Medical Treatment and End of Life Issues, Death Fantasy/ After Life Visions, animated films and documentaries, send me an email: Gail@agoodgoodbye.com. FBS

Gail Rubin, CT, is a pioneering death educator, author, and speaker who uses humor, film, and outside-the-box activities to get people talking about mortality and end-oflife planning. Known as “The Doyenne of Death®,” she hosts Mortality Movie Nights that blend Hollywood storytelling with meaningful conversations about grief, legacy, and preneed planning. Gail is a Certified Thanatologist, a two-time TEDx speaker, and the author of multiple books, including the forthcoming title, 98.6 Mortality Movies to Watch Before You Die. Visit her website, www.AGoodGoodbye.com, and subscribe to her Substack column, Mortality Movies with The Doyenne of Death, at gailrubin.substack.com.

From Our Family to Yours

Wishing You a Holly Jolly Holiday Season

NGL wishes you and yours a safe and happy holiday season. No matter where this year led you, we hope you’re able to spend time at home with your friends and family creating memories that last a lifetime.

Thank you for your support this year, and cheers to 2026!

Empowered Safety in the Preparation Room

Let's End 2025 Safely!

BY JOEL SOELBERG

Most safety articles focus on what employers should do. This article takes a different approach: it empowers you, the embalmer, to take control of your own safety in the preparation room. Below are four key safety areas that can help you protect yourself and work more efficiently.

1. SAFE Lifting and Ergonomics

One of the most common injuries embalmers face is back strain or other lifting-related injuries due to daily transfers of decedents—from cots to tables, tables to caskets, or in and out of coolers and racks.

What You Can Do:

• Avoid Overreaching & Straining:

• Use slip-resistant flooring or non-slip mats.

• Add a step stool or small ladder to reduce strain during procedures.

• Lift Smarter, Not Harder:

• Use rollable floor hoists or ceiling-mounted tracked lifts to lift and move heavy decedents.

• For example, the Mortuary Lift 1000 allows safe handling of bodies up to 1000 lbs with the push of a button.

You wouldn’t expect a mechanic to lift a 250lb engine without a hoist—why should you lift a 250lb decedent without the right equipment?

Why It Matters:

• Embalmers routinely handle bodies ranging from 80 to 700 lbs.

• The CDC reports rising obesity rates, making the need for lifting equipment more urgent.

• Duncan Stuart Todd (DST) a leading care center design firm, recommends lifts in all care centers. Clients consistently say they wish they’d added them sooner.

2. Breathing Safety – OSHA-Compliant Ventilation

Proper ventilation isn’t just about comfort—it’s about protecting yourself from harmful embalming chemicals, like formaldehyde, which is a known carcinogen.

What Proper Ventilation Looks Like:

• Air Exchanges:

• Aim for at least 15.5 air exchanges per hour in exhaust mode.

• OSHA minimum is 12 exchanges per hour.

• Exhaust System:

• Ventilation systems should bring in 100% outside air, heat or cool it (if necessary), and then fully exhaust contaminated air outside the building.

• Airflow Direction:

• Air should flow downward from ceiling supply diffusers towards the foot-end wall (down and away from the embalmer’s face).

If Ventilation Is Inadequate:

• OSHA mandates the use of respirators when ventilation doesn't meet safety standards.

• See OSHA standard 29 CFR 1910.134 for details.

• Consider using personal respirators or PrepArm LEV Exhaust Arms for targeted fume extraction.

You have a right to breathe clean air at work. Watery eyes or breathing difficulty means something is wrong.

3. Emergency Equipment – Eyewash & E-Shower

If you’re working with formaldehyde, emergency equipment is non-negotiable.

Minimum OSHA Requirements:

• Emergency Eyewash Station

• Emergency Shower (E-Shower)

These can be combined units but must always be:

• Clearly marked

• Easily accessible

• Tested regularly

Did You Know?

• Many fixtures are incorrectly plumbed with cold water only and insufficient flow.

• Ensure these fixtures are connected to hot and cold water via a mixing valve capable of delivering up to 23 gallons/minute at tepid temperatures. (65–100°F).

Don’t let emergency showers become a coat rack or storage shelf—your safety depends on it.

4. Chemical Labeling and Safety Signage

Improving chemical safety and organization is one of the quickest and cheapest ways to make your prep room safer.

Labeling Guidelines:

• Always use original containers with manufacturer labels.

• Never store chemicals in generic, unlabeled bottles.

• Clearly label all:

•Drawers

•Cabinets

•Bins

•Shelves

•Racks

Why It Matters:

• Prevents chemical mix-ups.

• Helps emergency responders identify hazards.

• Reduces clutter and improves workflow efficiency.

• Prevents dangerous chemical degradation due to longterm, unlabeled storage.

Organized spaces aren’t just easier to work in—they’re safer and make you feel more in control and comfortable.

These four focus areas—Lifting & Ergonomics, Ventilation, Emergency Equipment, and Labeling—are just a starting point. Taking proactive steps in these areas can prevent injuries, improve air quality, and enhance the overall safety and efficiency of your workspace. FBS

For more resources or professional guidance, contact:

Duncan Stuart Todd LTD www.duncanstuarttodd.com

Certified Safety Training (NFDA-recommended) https://certifiedsafetytraining.org

Dead on Arrival Customer Experience

How Learning and AI Can Bring Your CX Back to Life

BY BRENT THOMAS

One of the threads that’s intertwined throughout the deathcare profession is the telephone. From the early days of telephony to today’s automated AI-driven customer interactions, technology has revolutionized how we connect. While we strive to optimize customer experience, can we exceed expectations without the human effect? The human ingredient remains essential in creating meaningful connections with client families.

THE TELEPHONE

Since Alexander Graham Bell invented the telephone, it’s been a pillar of human communication. It changed how we interact with one another, especially deathcare professionals. Once the funeral home was outfitted with its first telephone, the race to exceed customer expectations started. Only, one phone wasn’t enough—we might miss a call, let’s install them in every room. Let’s not forget the dedicated lines that were installed at personal residences. If a family had a death occur, someone from the funeral home would answer the phone, no matter the hour of the day.

The introduction of cellular communication brought freedom and relief of not being tied to a specific location because of a landline. This freedom intensified the race to exceed customer expectations; we can answer calls 24/7, from anywhere, and the family can call 24/7, from

anywhere. Not only could all calls be answered, but they’d also be answered by a human. The human effect became essential for our profession. The gateway to a family’s first personal experience with the profession is on the phone and requires the human effect.

The Covid-19 pandemic opened the profession to adopting new telephony technologies. Virtual meetings and webcasting were in use daily; our communication media were rapidly expanding. The one characteristic the new mediums had in common: they allowed human interaction.

CUSTOMER EXPERIENCE (CX)

Customer experience refers to a customer’s overall perception of their interactions with a company. Today, we’ll use the Six Pillars of CX Excellence developed by KPMG.

The pillars outline the key drivers of exceptional CX:

1.Personalization: Tailoring experiences to individual needs and preferences to create a more engaging and relevant experience.

2.Integrity: Building trust through honest and transparent interaction, demonstrating the company has the customer’s best interests in mind.

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3.Expectations: Managing and meeting customer expectations to ensure a positive experience and prevent disappointment.

4.Resolution: Effectively addressing customer issues and concerns to enhance satisfaction.

5.Time & Effort: Minimizing the time and effort required for customers to achieve their goals.

6.Empathy: Understanding and responding to customer emotions to create a more human and compassionate experience.

To enhance CX, businesses should use the six pillars as a guide for designing and delivering experiences that meet customer needs and expectations. The effects of creating positive CX will change your business as you know it today.

Here are a few common statistics regarding CX:

• 86% of consumers are willing to pay more for a great CX.

• 72% of consumers will share a positive CX with 6 or more people.

• 92% of consumers will abandon a company with a bad CX.

DEATHCARE CX

Let’s relate the six pillars to the deathcare profession. We’ll use the consumers’ first personal experience: a phone call. Sure, they can start the experience with websites, billboards, print media and social media—but their first personal customer experience starts on the first ring.

The greeting, how we answer the phone, can begin to address Personalization, Integrity, and Empathy—by simply answering with a buffer statement, using the company name, and your name. For example: “Thank you for calling Dead Ringers, this is Brent, how may I assist you?” Of course, we need to pay attention to our tone of voice and rate of speech.

We build Integrity and Empathy by actively listening, asking the caller’s name and using their name. Active listening requires us to listen to the caller, restate what they said and ask a follow-up question. For example: “I understand you have questions about cremation; to get started, may I ask your name?” Once you have a name, use it. “Thank you, Mary.” The caller feels heard, they feel empathy, and everyone likes to hear their name.

Time and Effort starts sooner than most of us think. It starts with the first ring—yes, the number of rings before a call is answered creates customer experience! In our profession, the hold and transfer are our biggest obstacles to the pillar of Time and Effort. Not everyone who answers the phone can answer every question, so we have to have the hold and transfer. While there’s no universal standard, the goal we suggest is to keep hold times below 30 seconds.

Sit still and don’t do anything for 30 seconds, and you’ll realize how long it seems! Now imagine doing that in a state of significant stress (such as experiencing the loss

of a loved one). Further, consumer studies suggest that two-thirds of callers will hang up around two minutes. You truly have a limited window in which to meet the caller’s needs before they turn around and find someone else.

According to Dead Ringers’ 2025 research of 50,000 mystery calls, our profession has an average hold time of 1:04 with an average call duration of 4:28. A call duration of four minutes, with over a minute of that being hold time, suggests that we’re merely answering questions, not having real discussions. The six pillars of CX excellence suggest that we personalize the call to their individual needs, make sure we’re conveying empathy, build trust and help them accomplish their goal for the call. All while being selfaware of our surroundings, our rate of speech, tone of our voice—and being FTC Funeral Rule compliant when required. That’s a lot to manage at once per phone call!

REINFORCED LEARNING

Each of us can become experts of the phone call. At Dead Ringers, our research shows that it can take one to two years for individuals to retain the learning needed to offer CX excellence on the phone. We begin by collecting and analyzing the data of mystery calls to determine the opportunities where one can create a better CX. While many of us have multiple opportunities, we identify the one that will have the most impact and launch the learning journey. It can take group presentations, self-guided on-demand courses, one-on-one coaching, and plenty of practice to see an uptick in the data. Then we set our sights on the next opportunity with the most impact. Utilizing reinforced learning and coaching has shown the best results over time.

AI

How can AI help our profession create a better CX? As it relates to the first personal CX—the phone call—AI has the potential to support the profession by providing data that could supplement that interaction, such as data enhancement when you enter the caller into your CRM, or even suggesting script tips live while you’re on the phone. AI can even scan your voicemails and alert you to messages that need to be addressed right away. These are all great things! However, it's important to remember that AI cannot replace human empathy and sincerity. You are still an essential ingredient to your families’ customer experience. The combination of AI and human touch can lead to improved customer interactions.

Incorporating analytics, learning, and AI can breathe new life into your customer experience. By focusing on the Six Pillars of CX Excellence and leveraging technology, you can create meaningful and lasting connections with your customers. FBS

Brent Thomas brings over 28 years of experience in the deathcare profession, beginning his journey in cemetery and funeral preneed sales before quickly advancing into sales leadership roles. Joining Batesville in 2002, he has played instrumental roles, including helping to launch a pet cremation startup, serving as a cremation subject matter expert, and consulting on key accounts. More recently, Brent led the sales training and development team at Homesteaders Life Co. He’s gained award-winning recognition as a business consultant, trainer, coach, mentor, and strategic sales leader, and now leads Business Development at Dead Ringers.

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Let’s be honest, most funeral homes don’t take branding seriously. They think too small. “We’re just a local firm.” But that mindset? It’s the fastest way to get left behind.

You’re not just a name on a sign. You’re a brand. And whether you realize it or not, you’re being judged at every touchpoint: your website, your facilities, the way your staff answers the phone to how your building looks at 6 p.m. on a Tuesday.

BY GEORGE PAUL, III

In today’s market, branding isn’t optional. It’s survival. If you’re not thinking about it, your competitors are. They’re the ones that will win the trust of families you could’ve served. They’ll earn the service calls. You’ll just be wondering what happened, why are we so slow?

CONTINUED

Here’s what we’re breaking down:

• Why brand experience matters more than ever

• The touchpoints families notice and remember

• Practical ways to get started

It Starts Before the First Call

Your website is not a brochure. It’s your storefront. It’s your first impression. If it’s outdated, clunky or cold families won’t tell you that; they’ll just leave. They’re looking for warmth, clarity, transparency and peace. They need to be reassured they’re making the right choice with your firm. Does your site provide that? If not, game over.

Daniel Priestley’s 7-11-4 rule (Google backs it up too) tells us it takes 7 hours of interaction, 11 touchpoints and 4 different formats to build real trust. If your brand isn’t set up for that journey, you’re losing people you’ll never even know were looking.

It’s Not Just the Website It’s the Whole Experience Your building matters. The landscaping matters. Your signage, lighting, it all says something. Does it say “We care”? Or does it say “We stopped trying in 1998”?

If a family pulls into your lot and feels uneasy before they even open the door, you’ve already lost ground (I’ve seen it happen).

Staff Is the Frontline of Your Brand

Your team is either building your brand or breaking it. There’s no neutral.

If your staff can’t answer questions with clarity and care, if they look like they’re just getting through the day, then you’ve got a problem. Train them. Invest in them. Pay them well! Teach them how to speak with empathy and lead with confidence.

People don’t remember what you said. They remember how you made them feel. That’s branding.

Social Media: Pick One Platform and Own It

You don’t need to be everywhere. But you do need to be somewhere. Pick one platform and show up with intention.

Then get clear on the three stages of your family’s journey: 1.Before they need you — What fears or questions can you help with?

2.When they need you — What do they need to feel safe and confident in you?

3.After you’ve served them — What support can you continue to give?

Map it. Speak to it. Post like it matters. Because it does.

Don’t Sleep on Aftercare and Email

This is where most firms blow it. You already have permission to speak to a family during their hardest season. Instead, you go silent. Busy with another family that comes through your doors. It happens. It’s life and business. However, you’ve missed the branding opportunity.

A grief email series, a handwritten note or even a thoughtful follow-up resource makes a lasting impression. And unlike ads, email is free. No algorithms. No begging for attention. Just direct, meaningful communication.

Do you have a plan? Or are you leaving trust and loyalty on the table? You know what? Let’s be more direct. You’re leaving free money on the table.

Let’s say the average service call is perhaps $6,000. Then not staying in contact with a family after the service has passed to ensure that they know your funeral home is there to support and guide them is leaving free money on the table. This is because both aftercare and email marketing allows you to stay top of mind with families. Furthermore, it “brands” an experience they want to repeat and tell others about. You need to start!

You Can’t Just Wing This

None of this happens by chance. You need a strategy. A brand doesn’t build itself. And your team can’t implement what you haven’t thought through.

Start with the journey. What are families thinking, feeling and needing at every step? What does your brand say at each of those points?

Then get honest. What needs to change? Where are you falling short?

You don’t have to be a marketing genius. You don’t have to do this alone. But you do need to act. Because if you don’t, someone else will. And trust me, that someone won’t be “just a local funeral home.” They’ll be a funeral brand and they’re going to eat your lunch.

Need help building a brand that families remember and refer? Reach out. Let’s make your brand match the service you’re proud of and honor legacies together. FBS

George Paul III, known as The Legacy Curator™, is the founder of Cherished Keepsakes, a memorial design & print studio serving grieving families nationwide. For over 15 years, he’s helped thousands of families create healing through award-winning keepsakes and grief support products. They do more than commemorate — they honor legacies, illuminate memories, support grief, and transform pain. With a reputation for care, creativity, quality and reliability George ensures every tribute reflects the life it celebrates, helping families feel seen, supported, and proud of the legacy they’ve preserved. He can be reached at gpaul@ cherishedkeepsakes.com | www.cherishedkeepsakes.com

BRUCE LIKLY OF TRIBUCAST

Educating & Empowering Families Through Meaningful Services

FBS: Hi Bruce, it was great seeing you at the NFDA Convention in Chicago recently. Can you tell us a bit about how TribuCast is helping funeral directors educate service attendees and families?

BRUCE LIKLY: At TribuCast, our focus has always been simple but profound: helping people grieve and stay connected when they can’t physically be present. We built TribuCast to ensure that anyone who wants to participate in saying goodbye—no matter where they are—can do so meaningfully.

But we’re more than a live-streaming platform. We see ourselves as an extension of the funeral director’s care team. Every service we support is actively monitored by our staff. About an hour before each event, our team texts the director to confirm internet health, and check audio and video quality. During the service, we quietly watch to ensure everything runs smoothly—letting the director know if, for instance, a speaker walks away from a microphone.

We also provide live telephone and email support to attendees who have questions or need help. These small but deliberate actions take stress off the funeral director and make the experience easier and more comforting for families.

FBS: That level of personal involvement sounds rare for a tech company. What else distinguishes TribuCast from other streaming platforms?

BRUCE: Two key things—our hands-on support model and our patented Interactive Touchpoints.

The first ensures every service is cared for in real time. The second turns what could be a passive viewing experience into an interactive memorial. Our Interactive Touchpoints let loved ones share photos, prayer cards, written tributes, service programs—those small but sacred details that make each life unique. It’s a way for people to engage emotionally even when they’re halfway around the world or house-bound halfway across town.

FBS: That leads naturally to the educational component you mentioned. You’ve done a lot of work around helping people understand why we hold funerals. Tell me about that.

BRUCE: That’s really at the heart of our mission. Over time, we’ve realized that many people today don’t fully understand why we gather after someone dies. We often hear, “Just cremate me—don’t make a fuss.”

It used to be that clergy helped families understand the importance of ceremony and mourning. But as church involvement has declined, that responsibility now falls to funeral directors—who rarely have the time or context to provide that education during arrangements.

When we studied data from Pew Research and the U.S. Census Bureau, we discovered something striking: 27 percent of all funeral attendees will experience a loss within their extended family circle within the next 12 months. That means every service is also an opportunity to help future mourners understand what these rituals provide—the comfort, connection, and healing that only shared remembrance can bring.

That insight inspired us to develop educational pieces funeral directors can share directly with families and attendees. One of them, “Why Holding a Funeral or Memorial Service Is Important,” reminds people that funerals aren’t simply tradition—they’re a vital act of love. They give shape to grief and remind us that we’re not alone. As that piece concludes: “A funeral or memorial service does not mark the end of love—it marks a new way to carry it forward.”

That sentiment has resonated deeply with families and professionals alike.

FBS: That’s a meaningful message—and it sounds like it’s having real impact. But you’ve also emphasized the importance of pre-need education. How do you approach that conversation?

BRUCE: We often meet families who say their loved one didn’t want a service—“Don’t waste the money,” or “Don’t make a fuss.” Those requests come from kindness, but they can leave families adrift, unsure how or when to say goodbye. It’s as if, without meaning to, the deceased has said, “I want you to struggle with my absence.”

That’s rarely the intent. Most people simply want to spare their family pain or expense. But what truly spares them pain is planning ahead—so that when the time comes, the people they love aren’t burdened with decisions or confusion.

We like to describe pre-planning as “a gift of love and peace of mind.” It isn’t about dwelling on death, it’s about protecting those you care for most. When someone outlines their wishes in advance—whether for a traditional service, an intimate gathering, or a uniquely personal celebration—they give their family clarity, direction, and relief. Loved ones no longer have to guess what was wanted, or struggle with differing opinions in the midst of grief.

Pre-planning also offers practical benefits. It reduces emotional and financial stress, helps families avoid overspending, and often allows them to lock in today’s prices. More importantly, it preserves harmony when emotions run high. By making their wishes known, individuals give their families the gift of certainty—and the freedom to focus on honoring a life rather than managing logistics.

When we present this message through TribuCast’s Interactive Touchpoints, families begin to see pre-planning not as a transaction, but as an act of love. It becomes part of the larger story of care that surrounds every meaningful farewell.

FBS: So TribuCast’s technology becomes a teaching tool, too?

BRUCE: Exactly. Funeral homes can customize their TribuCast pages to include gentle, educational content right alongside the live service. Imagine a family attending online. Next to the video, they can click to read “Why Holding a Funeral or Memorial Service Is Important” or explore “Pre-Planning: A Gift of Love and Peace of Mind.”

In doing so, they’re not only attending a memorial—they’re learning about the enduring value of these traditions and the comfort that comes from preparing thoughtfully for them. It’s tasteful, non-commercial, and deeply consistent with the mission of every funeral director: to guide, educate, and support people through one of life’s hardest passages.

FBS: That’s incredibly thoughtful. What’s next for TribuCast? Are there new developments we should be watching for?

BRUCE: Our mission continues to evolve—from live streaming to life honoring. We’ll keep advancing the technology, but our greatest focus is helping funeral directors use these tools to educate and connect families.

We’re partnering with mortuary colleges and associations nationwide, so the next generation of directors learns how

to combine technology with compassion. Because at the end of the day, every innovation we make serves a single purpose: helping people grieve when they can’t be there in person—and helping them understand why showing up, in any form, still matters.

FBS: For those who want to learn more or bring these educational tools into their own funeral homes, how can they reach you?

BRUCE: We love talking with funeral directors and families. We can be reached at (800) 782-0104 or via email at info@ tribucast.com. We’re available 365 days a year, because grief doesn’t take a day off. FBS

For more information, visit www.TribuCast.com or explore sample memorials at www.TribuCast.com/memorials.

Building Strong Partnerships Between Funeral Homes and Hospices

BY NIKKI ANNE SCHMUTZ

For families facing the end of life of a loved one, a seamless transition between hospice care and funeral arrangements can make an enormous difference. Both hospices and funeral homes serve with compassion at deeply emotional times, but they often work in parallel rather than in partnership.

When funeral directors and hospice professionals collaborate thoughtfully, it strengthens the entire continuum of care for families and fosters a stronger, more supportive community.

Understanding the Boundaries

Before creating formal or informal partnerships, it’s important to understand that regulations around hospice - funeral home relationships vary by state. Many hospices, particularly those receiving Medicare funding, cannot officially endorse or recommend a specific funeral home. This restriction exists to prevent conflicts of interest and ensure families are free to choose their own provider.

CONTINUED

That doesn’t mean collaboration is off the table, it simply means partnerships must focus on education, community engagement, and family support, rather than direct referrals.

Meaningful Ways to Collaborate

Even without formal recommendations, hospices and funeral homes can develop valuable relationships that benefit families and staff alike. Here are several approaches that work within regulatory guidelines:

1. Attend Hospice Outreach Events

Hospices regularly organize community outreach events such as remembrance ceremonies, educational sessions, and volunteer appreciation gatherings. Make it a priority to attend and introduce yourself to the hospice team. These casual, inperson connections are one of the most effective ways to establish trust, demonstrate your shared commitment to compassionate care, and lay the groundwork for future partnerships.

2. Provide Educational Resources Together

Offer joint workshops or resource packets on topics such as advance planning, grief support, and what to expect when a loved one passes. When families receive unified, educational information early, they’re less likely to feel overwhelmed when decisions must be made.

3. Participate in Community Events

Co-host remembrance ceremonies, grief walks, or caregiver appreciation events. These outreach efforts help both organizations reinforce their shared mission, to care for families with dignity and compassion, and keep both names visible in the community.

4. Cross-Train Staff on Roles and Processes

Invite hospice social workers or chaplains to visit your funeral home for a tour and Q&A session, and offer to do the same at their facility. Understanding each other’s timelines, paperwork, and challenges helps ensure smoother transitions and fewer delays for families.

5. Share Grief and Aftercare Resources

Hospices offer bereavement programs for up to 13 months following a death. Funeral homes can complement these efforts by offering ongoing aftercare services, grief literature, or local support group listings, helping families stay connected and supported long after services are over.

6. Maintain Open Communication

Establish a clear point of contact at both organizations. Regular check-ins, especially during the busy winter season, help address any process issues and reinforce the partnership’s value.

Building Trust Over Time

Strong hospice–funeral home partnerships aren’t built overnight. They develop through consistent communication, shared community presence, and mutual respect for each other’s professional boundaries. When both sides focus on what truly matters, the well-being of families, these partnerships become a vital bridge in the circle of care.

Even within state and federal limitations, funeral homes and hospices can collaborate meaningfully. By focusing on education, community service, and compassionate connection, you can create a partnership that honors families, supports staff, and strengthens your local community’s continuum of care. 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.

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