I www.ogr.org FallWinter 2016 |2016 www.ogr.org
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OGR TO EXHIBIT (and Party) IN PHILLY Inside: Details about the Road-to-Success Series Key to Employee Training
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Table of Contents
6
Inside OGR
Golden Rule Road to Success Series Now Available This ALL new member service gives members affordable access to consultation, training, and tools that would be out of reach in the open market.
12
Why Do I Need a Press Kit Anyway? Putting together a much needed press kit is easier than you think.
16
The True Key to Training Employees Learn about the who, what, when and why of employee training.
18
Young Professionals Megan C. Moran-McEvilly of John Vincent Scalia Home for Funerals talks about a life in the business.
20
Funeral Feud Party to Benefit the OGR Foundation Join us in Philly during NFDA for an exciting fundraising event for OGR's Foundation.
CALENDAR
President’s Message
5
Member Spotlight
23
Member News 28 In Memoriam
29
Exemplary Service
32
Milestone Anniversaries
34
New Members & Supply Partners
35
OF EVENTS
[October 24]
[October 24-26]
OGR Foundation Fundraiser Play Funeral Feud! Loews Philadelphia Hotel Philadelphia, PA
OGR Booth #4460 on NFDA Trade Show Floor Pennsylvania Convention Center Grand Hall Philadelphia, PA
[Nov. 10] Webinar People Skills that Build Trust & Lead to Repeat & Referral Calls Jim Czegledi, The People Skills Guy
[April 20-22, 2017] Annual Conference & Supplier Showcase Sheraton, Canal St. New Orleans, LA
Register for all events online at www.ogr.org/events
The IndependentÂŽ | Fall 2016
3
The Independent® is a benefit of membership in the International Order of the Golden Rule (OGR), a not-for-profit organization tax-exempt under Section 501(c)(6) of the Internal Revenue Code, Federal ID No. 43-1828432. Published quarterly, The Independent® is mailed the first full week of each new quarter. Send address changes to OGR, Attn: Mailing List, 9101 Burnet Rd., Suite 120, Austin, TX 78758. © 2015 International Order of the Golden Rule. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Non-member subscriptions (USD): One year: $40; two years: $60; single copy: $11.50. Founded in 1928, OGR is composed of independently owned and operated funeral homes located throughout North America and overseas. Editorial material and letters of opinion are invited. Published articles reflect the opinions of the authors and do not necessarily represent the views of the association. OGR reserves the right to edit all submitted materials and does not assume responsibility for unsolicited materials. For author guidelines, contact the editor, (800) 637-8030, or visit www.ogr.org.
BOAR D OF D IR EC TOR S President Peter “Skip” Urban
President-Elect Charles Castiglia, CSFP
Secretary-Treasurer Adam Miles Martin
Immediate Past President William Brock, Jr. CFSP Directors Thomas L. Hemmerle
ADVERTISER’S INDEX
Richard O'Hara
John Vincent Scalia
Access Financial Group........................................27, 29 Chris Chigas, (800) 487-8220, ext. 8233 cc@afinancial.com | www.afinancial.com AMDF.........................................................................27 (413) 268-7660 amdf@macular.org | www.macular.org
Evan J. Strong
STAFF
Executive Director Mark Allen, CAE
Communications Director Scott F. McClure
Answering Service for Directors .....................................29 Kevin Czachor, (800) 868-9950 sales@myasd.com | www.myasd.com
Staff Diane Durbin Maureen Hayes
C& J Financial .............................................Back Cover Jamie Meredith, (800) 785-0003 jamiem@cjf.com | www.cjf.com/org
Gael Murdoch
The Foresight Companies ..........................................22 Catherine Belliveau, (602) 274-6464 catherine@f4sight.com | www.f4sight.com.com
Michael Ryan
The Judith Roth Collection...............Inside Front Cover Judith Roth, (800) 413-4455 judith@jrcal.com | www.jrcal.com Messenger....................................................................19 Bob Hoaglund, (800) 827-5151, ext. 243 bhoaglund@messengerllc.com| www.messengerstationary.com Nicodeumus & Associates ..........................................24 Mike Nicodemus, (757) 503-3576 mikenicodemus@cox.net | www.cremationsuccess.com Pierce Chemical...........................................................11 Lance Ray, (800) 527-6419 lray@wilbert.com| www.piercechemical.com
Laine Phillips
Denise Rodriguez Jessica A. Smith Design & Layout Scott F. McClure Advertising is accepted at the discretion of the publisher. The advertisement of any product or service in The Independent® does not represent an endorsement of such product or service by OGR. Classified Advertising: line ads: $1.10 per word; display classified ads: $30 per col. inch. Call the communications department to reserve space or to request a rate card and mechanical specifications. OGR does not accept ads that discriminate on the basis of race, religion, national origin, age, gender, disability or any other federally protected class. Printer
360 Press Solutions, Cedar Park, TX
Publisher
International Order of the Golden Rule 9101 Burnet Rd., Suite 120 Austin, Texas 78758 (800) 637-8030 Fax: (512) 334-5514 Email: info@ogr.org Website: www.ogr.org
The Independent® |
4
www.ogr.org | The Independent®
Fall 2016 | Volume 19 | Issue 4
President’s Message
Taking a Closer Look at OGR by Skip Urban
S
ummer has ended and as family vacations pass into our memories, we look forward to the beauty of fall and know the uncertainty of winter is on the horizon. Just as the seasons pass from one to another, our lives in OGR seem to take a similar path. The members of OGR are a large part of the vitality and life blood of our organization. We as board members and OGR staff continually ask what can we do to better serve the funeral professionals that are the backbone of our organization.
OGR is proud to announce The Golden Rule Road to Success Series, the first in a series of options designed to give members turnkey solutions to business and marketing challenges at much lower-than-market cost. This new offering is an outstanding tool to bring into your Funeral Home so you and your fellow team and staff members can make presentations to your community. The series starts at ground level with its video on tips for Delivering Effective Presentations. A Power Point presentation entitled Do Funerals Matter? includes a section on debunking myths about funeral service.
"We have much to offer to all member firms, large or small, rural or urban. The value of OGR is in its members and services."
The list of benefits and services OGR makes available to its members is lengthy and growing. There is an outstanding group of professionals that are standing at the ready to help as part of the OGR Supplier Network. Please take a moment to call your Member Concierge, Maureen Hayes. She will take your orders for supplies, help you find what you need, or research the best price available. I know from personal experience that Maureen is not shy about contacting a member and asking if they have ever encountered a situation or is willing to help another member with problem solving.
Are you putting together a new ad, writing a newsletter, creating a web posting? Contact Scott McClure for your graphic arts needs or creative concepts to promote your business. Are you curious about study groups? Do not hesitate to contact board members, Charles Castiglia, Adam Martin or Past President George Darte to answer questions or get you tuned into a group. The Family Contact Program is an excellent way to evaluate your service to families. Denise Rodriguez, program manager, will help with the set-up of your surveys. This program is an easy way to learn about the ways we excel and also when there is room for improvement.
Laine Phillips, the OGR Member Resource Director, has come on board and "hit the ground running" with this program. It is a well thought out and professionally produced marketing and promotions tool. The packages include consultation time with OGR staff, checklists for presentations, handouts including workbooks, follow-up forms, web site and social media messaging and more. This is not the same old stuff! This is new and progressive material that we all can use to promote our business. Now is the time to step up and be counted as a member of OGR! We have so much to offer to our member firms, large or small, rural or urban. The value of OGR is in its members and services. We have a wealth of information in our membership, a wealth of products from our supply partners, and a staff to serve you. OGR is here for your every business need!
Peter "Skip" Urban, President
The IndependentÂŽ | Fall 2016
5
Ne w OGR Series Provides You with Hands-On Help to Strengthen Your Business OGR has introduced the Golden Rule Road to Success Series to help busy funeral home owners improve their businesses. Each Success Series contains options that match OGR members’ individual needs and includes one-on-one consultations, tools and ready-to-go materials that save hours of staff time. Pricing has been set to save you thousands of dollars in consulting and development fees. The race for customers these days is far too competitive to put off implementing an effective plan to set your funeral home apart. Launched on Oct. 1, OGR’s first three Success Series offer help with increasing ties between community residents and your funeral home. Choose one series or work through all three.
Watch for more information about the Golden Services Success Series in OGR communications. Additional Success Series will be introduced every few months. Early next year OGR will offer a Success Series to train your staff how to improve sales and customer satisfaction when serving cremation families. Contact Laine Phillips, OGR Member Resources Director, at (800) 637-8030 or email lphillips@ogr.org for more information about the Golden Rule Road to Success Series and pricing. "OGR's new Golden Rule Road to Success Series will give members affordable access to consultation, training, and tools that would be out of reach in the open market." —Skip Urban, OGR President
6
www.ogr.org | The Independent®
SERIES 1:
SMALL GROUP PRESENTATION ON THE VALUE OF FUNERALS Series 1 provides everything you need to communicate the value of funerals to small groups of community residents.
1. Do Funerals Matter? presentation* People in your community are questioning the value of funerals. Tell them why funerals are more important than ever by presenting this professional quality PowerPoint slide deck to community groups. The suggested script covers how families benefit from funerals and explains the importance of sharing one’s final wishes in advance with loved ones and funeral professionals. *Canadian and “Do Celebrations of Life Matter?” versions are also available.
2. Consultation with OGR’s Business Expert You don’t have to go it alone! OGR’s Laine Phillips will provide advice and guidance by telephone or Skype to help you use the “Do Funerals Matter?” small group presentation to position your funeral home as your community’s first choice in funeral service. A licensed funeral director/embalmer, Laine has over 30 years’ experience with growing funeral home businesses. Includes 3-hours.
3. How to Give an Effective Presentation This 12-minute instructional video with demonstrations provides guidance to sharpen the presentation skills of both new and experienced funeral professionals. Effective techniques like “Power of the Pause” and “The Power Pose” can maximize the impact of your message.
Funeral Planning & Record Retention Workbook
4. Funeral Planning & Record Retention Workbook Position your funeral home as the essential resource for final planning by giving families this 32-page workbook--branded with your funeral home’s logo--in which they can record important contacts, background information, financial records, memories and values that will help determine how they want to be remembered and which services and merchandise they prefer. Includes 25 copies.
1
Continued on next page.
SERIES 1: continued
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Lessen on__ no ter? es M andtter? ____ ______ ______ es__an__ en onsYo s the ____ ur ease n You atte ____ ___ ea__se ______Burden on Youd__ loved__one r ____ potent Love ____ dpOone r? __ r Lov __ ____ s and tens.ti Loved ed__On ___ ial You ____ eas__e__ ____ es. __ confless pot __ aYo u lessOnes. ent l ____ lic __ ial __ co __ __ en t con __ __ am the __ nflden _________ flict am __ __ __ __ ________ ____ icten ourd eYbu ________ __ ily ong bur ofthpla fam ________ ong__fam ______ ___ leng ______ ily amm en ss on ong nni mbers ___2__ __________ ____me . __H you em ___ n th pl ___ befarsm. eof anr ng __ ___ ____ ______ ______ . on__ _________ o ______________ ily m e bni on __________ 2. Ho ____ ______ app rs Y__o__ emb urden o your ______ ______ nors ___ __ u ______ ______ rop ___ ____ ___ Yo f pla ers. ______ ____ riate Appro ________ _____ __ _________ u Ap appr__op __ __ ___ ____ nnin __ria ___ prop___ ___ ____________ pria ____ ___ to ___ __te __ 2. Honor ___ ___ ria ___ __ g ___ __ te w __ __ _______ __ on yo ho yo ___ to__ ly. ___ _ __ who yo tely. Yo Appropriat__ ____s__You __ ________ Y ____________________ ur app ____u are. u enusu ely.__ __e________ ______ a re. yoou ensu ________ ropriat ____________ __ ____ You ___ ens ____ to wh ___ ____ ure your re ____ ur re __ ___ __ o__you ____ _____ _ ______ ____ are ____ life will be life willyour __ . ____ __ __ __ ____ _________________ 11 ____ honoredbe ho ____ ____ ____________ ______ ewa in lif ____ _________ __11 wre a no __ __So ____ yilldtha _ ____ __ ____ ___ bin ____ Ambl ut__ ______ ______ ___ e thais __ h ___ ____ w ____ _____ Beth __ ay that o __ ____ ___ __ n (215 er, PA __ ___ _________ __ o le __ 1111 ____ red is he ____ ______ ____ ____ 19 ____ ) 64 So___ uth___ ____ in a 6-85 002-58 m Pike ______ ______ __ __ Am___ Bethl ____ ________ ______ bler, ______ ___ 56 way ___ ___ ______ ___ PA 19 ehem ____ / in ___03 ___ Pik ____ (215) ____________ ______ __ that ___ __ 646-8 002-5803 e fo@___ ____ ___ _________ Urb ___ ______ 1111 Sout __________ ___ 556 / is anFu ______ h Beth inf __ ___ _______
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Make sure attendees leave your presentation armed with the most important talking points from the “Do Funerals Matter?” presentation. The handout also provides space for attendees to take their own notes. Includes 25 copies.
____ _____________ ___________ ____ ______ ____ ____ ______ __ ___ __ ___ ____ ___ ____ ___ _ ______ _ ____ _____ _________ __ __________________ ____ _ ____ _ ____ ____ ____ _
6. Presentation Checklist Ensure that you’re thoroughly prepared to present “Do Funerals Matter?” with this electronic presentation checklist that details each step needed to successfully deliver the presentation.
7. Facebook Posts Begin a conversation with those on Facebook about the importance of funerals. You’ll have your choice of two images and copy from six posts that connect people to your website.
8
www.ogr.org | The Independent®
8. Website Copy Encourage website visitors to ask you to present the “Do Funerals Matter?” presentation to their civic, church or social group—or to talk to you one-on-one—about the importance of funerals. You’ll have your choice of two images and copy from six options that tie into the presentation.
CONTACT INFORMATION FORM
Full Name
City & State/Province of Residence
Phone
E-mail address
FUNERAL HOME Which funeral home do you want to handle your funeral arrangements? Funeral home name Address City, state/province, zip/ postal code Phone
9. Contact Information Form Not only do you need to educate members of your community about the value of funerals, but you want to lock in your funeral home as their first choice for funeral planning. Use this form to follow up with presentation attendees to capture contact information.
Email address Website
SERIES 2:
SMALL GROUP PRESENTATION ON THE VALUE OF FUNERALS - CUSTOMIZED Series 2 includes all elements in Series 1 plus the following features:
Integration of customized information about your funeral home and its services in the “Do Funerals Matter?” presentation. One additional hour of consultation by telephone/Skype with OGR staff to help you determine customized content and images that are appropriate for delivering an effective message. Two additional Facebook posts. OGR’s exclusive Items Needed by a Funeral Director—an information piece branded to your funeral home, that helps families with loved ones in hospice care to gather information and prepare for planning funeral arrangements. OGR’s exclusive Tips for Connecting with Community Residents Every Day—a list of ways to position your funeral home as the community’s first choice in funeral service through everyday contacts including store clerks, church attendees and social connections.
The Independent® | Fall 2016
9
SERIES 3:
CUSTOMIZED ANNUAL COMMUNITY EVENT
Sample Brochure
Series 3 will help you plan and implement a unique annual community event designed to increase your funeral home’s visibility and position your staff as the community’s definitive experts in funeral service. Elements of this series include the following: Guidance from OGR’s business development expert at every step including: • Development of an Annual Community Outreach Action Plan • Preparation of your on-site coordinator to ensure a smooth running event • Assessment of the event’s success and recommendations for follow up and next steps • Includes 6 hours of consultation by telephone/Skype.
Holistic Health OPEN HOUSE Sunday, April 17 11a.m. - 4p.m. 4199 Lake Shore Rd., Hamburg (716) 627-2919
Experience
Massage, Reflexology, Reiki, Chiropractic Therapy, Yoga, Qi Gong, Emotional Freedom Techniques, Breema, Iridology
Hypnosis, Essential Oils, Homeopathy, Acupuncture, Flower Essences, Meditation, Therapy Dogs
Demonstrations, Prize Drawings, Holistic Items for Purchase
Checklists and schedule reminders.
Six Facebook posts tied to your website.
Learn The Benefits of
Essential Oils
Reiki Stress Reduction
Recommendations for event formats, facilitators and content. Personalized website copy to promote your event.
Better Health, Happiness & Healing
Free and Open to Our Community
Visit www.lakesidefuneralhome.com for more information info@lakesidefuneralhome.com
Personalized print ad. Marketing and public relationship tools including two customized press releases.
Proudly Supporting the Scleroderma Foundation
OGR will help you customize an event for your community.
Customized design of an event flier.
Optional Ad-On
OGR’s business development expert will provide onsite staff training and coordination of your event.
& Event Coordination
To learn more about this new program and pricing offered exclusively to OGR members, call OGR Member Resources Director, Laine Phillips, at (800) 637-8030 or email lphillips@ogr.org
10 www.ogr.org | The Independent®
Introducing
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the sister fluid to our best seller, TRITON
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For more information call: 800.527.6419 The Independent® | Fall 2016 11
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For Immediate Release
(276) 783-7107 | www.seaverbrown.com
Telling the stories and honoring the memories of a lifetime.
-endBy Joe Weigel of Weigel Strategic Marketing
Press kits aren’t just for large, prominent companies in funeral service. Whether you operate multiple independent funeral homes or just one family funeral home location, there’s a good chance you will need a press kit some time in the future. While many firms adopt aggressive, digital marketing campaigns, when it comes time to address the media’s request for a press kit, many funeral homes are at a loss to provide one.
12
What is a Press Kit?
Here are some suggestions about what to include in your press kit. Of
you have done will be of interest to current media targets (as well as
A press kit, sometimes called a media or promotion kit, is simply an information packet about a business or company. It’s called a press kit because many times editors or reporters will ask for more information on the company when doing a feature news story. The press kit operates like an information kit for anyone who’s interested in learning more about you and your funeral home.
course, this is a comprehensive list and intended only to provide ideas
other groups). This can include article reprints and copies of online press
for what is needed for your target audience. Do not include all of them
that your funeral home might have received.
This promotional kit is much like a resume for your firm. Inside a press kit is a collection of company information and articles put together to address questions from the media, groups in your community, vendors, community leaders and others. The goal of the press kit is the same as any other marketing that a funeral home undertakes. It should make a lasting, positive impression and create enough interest that the audience will contact you for more information.
What’s Inside a Press Kit? There are many items that can go into a funeral home’s press kit depending on the situation, the audience, or the use. A press kit for a reporter is much different than a kit for community groups. Although a press kit should be comprehensive, not every promotional item, newspaper ad, or marketing brochure ever created to promote the funeral home should be included. Only put information that is current and most relevant to the person or organization that is to receive it.
and do tailor the content to the situation at hand.
Letter of Introduction Sometimes referred to as the “pitch” letter when directed at a reporter or editor, this correspondence is where you will grab or lose the person’s interest. Tell them upfront why they should care about what you’re telling them. Let them know you are available for further discussion. Also make sure to include your contact information in this letter.
Information on the Company These pages include your funeral home’s history, a company profile, and profiles of the senior management and ownership. Include individual biography sheets, if appropriate.
Recent Press Publications and Articles Copies of recent press coverage are appropriate for a press kit regardless of the audience. After all, what other media said about what
Press Releases Many times these informational releases are what generated the coverage of the articles described above. Also, include any current information about recent developments, new hires at the funeral home, or upcoming events that are relevant to your audience.
Audio and Video Files of Radio or TV Interviews and Any Other Media-Covered Event Today, some companies are now putting audio clips on their web pages, in online media kits, and social media platforms. Include these if relevant.
List of Frequently Asked Questions This helps the editor or reporter determine what questions to ask you in an interview or what to include in the article. Q & A lists provide an easy reference for navigating your business. continued page 14 The Independent® | Fall 2016 13
Community Involvement Compile a list of events that your funeral home sponsors or those you participated in the local community.
Other Items to Include
•
Recent awards
•
Photos of senior management and the facility
•
Significant statistics specific to the funeral profession
•
Feature material, such as articles written by the management and staff at the funeral home
•
Digital art of your funeral home’s logo
The Key to Getting Noticed by the Media A press kit has usefulness beyond the editors in your community. The original purpose of a media kit is to help solicit media coverage and publicity for your funeral home in your market. Busy editors sort through piles of press kits each day. Getting yours noticed is the key to getting publicity! Remember, getting attention is important not only with editors, but also with every group
14 www.ogr.org | The Independent®
that receives a kit. Package your materials in a unique way and make sure the materials are presented professionally. It’s also crucial to follow-up to make sure your intended recipient received your press kit. Follow-up calls also provide the perfect opportunity for editors to ask questions or schedule an interview. Use this opportunity to build relationships with editors. Doing so will improve your chances of publication or acceptance by your intended audience. Another way to distribute your press kit is in person. Call the local editor or reporter and ask if they have ten minutes to meet with you. This can be done in the editor’s office, over coffee, or at lunch at a local restaurant. When you meet, talk about the type of stories the publication likes to cover and be sure to provide the press kit. Let them know that you are a resource for any future news stories regarding anything related to funerals or death related that they may be writing about.
Getting Started Now is the time to begin assembling parts of your press kit based on whatever materials you already have. Then, add to it as you see fit and develop new materials along the way. You don’t want to throw together a press kit for your funeral home at the last minute for an editor or community leader who requests one.
The challenge is getting it put together on paper, electronically, or both. The trend now is toward online media kits. Many of these items can be developed for online distribution; it’s just a matter of putting what you already have online. See what items you currently have and then work on the rest. Typically, the media kit doesn’t have to be as fancy as you may think. Those requesting media kits just want information--not necessarily glitz. Most times, there’s no need to have it professionally printed. Simply print the materials on nice glossy paper or your firm’s letterhead. Place the materials in a nice laminated pocket folder. If you like, have your funeral home logo printed on nice labels and affix one to the front of the folder. In a perfect world, you or someone on your staff is the best resource to create a press kit. However, most funeral homes don’t have the time or expertise to do this. In many situations they choose to engage a marketing company to assist them in these efforts. If you would like to discuss assistance in creating a press kit, contact Weigel Strategic Marketing. • Joe Weigel is the owner of Weigel Strategic Marketing, a communications firm focused on the funeral profession that delivers expertise and results across three interrelated marketing disciplines: strategy, branding and communications. You can visit his website at weigelstrategicmarketing.webs.com. He also can be reached at 317-608-8914 or joseph. weigel@gmail.com.
WHAT ARE FAMILIES SAYING ABOUT YOUR FUNERAL HOME?
The Independent® | Fall 2016 15
The True Key to Training Employees By Stephanie Ramsey, The Foresight Companies, LLC
T
here are a wide array of guidelines, articles, books, and workshops on ways to effectively train employees. In fact, there are some very common catch phrases found in reference to training such as: Identify resources for your training Develop a training program Evaluate the effectiveness of training materials Strive for continuous improvement What these catch phrases really mean is open to interpretation. Rather than define these terms, it is more productive to approach training from the “who”, "what”, “when” and “how” perspective. Stop and consider the main intent of providing training to anyone for any position. Are you not sure what that is? Training intends to pass knowledge,
16 www.ogr.org | The Independent®
Reading documentation
skills, and abilities (KSA) from one individual to another. The real key to success for training employees is the sharing of these elements. There are many reasons for sharing KSAs among employees. For example, an employee may be terminating their employment or retiring from your business. Alternatively, perhaps your funeral business has continued to grow, so you need another licensed funeral director. The question really becomes, how do you facilitate the sharing of key knowledge, skills, and abilities from one employee to the next?
Essentially, determining the way information exchanges from one employee to another provides you with the various options of “how” to train employees.
Step 1. Gain an understanding of the
Step 2. Once you have some insights
many ways to pass KSAs person-toperson. Below is a list of some ways to pass these elements on (this is not an exhaustive list): Studying examples of specific situations Demonstrations on how a task should be performed
Speaking to an acknowledged expert Formal education Job shadowing Mentoring
on the “how”, you can use these various methods of sharing KSAs to determine which form works most effectively in your funeral business and for the position that needs training. You can do this by reviewing a current job description and match the various methods to share knowledge to the tasks required in the position.
For example, if you are hiring an office administrative assistant who must answer phones and complete required forms, then a demonstration of how various tasks are performed and reading documentation of office procedures can be used to educate the new employee on appropriate KSAs. However, a funeral director position may require formal education, job shadowing, and mentoring in order to successfully develop the desired KSAs such as making arrangements or embalming.
the various elements that need to be shared with the trainee. Make sure that the trainer is fully committed to sharing their knowledge, skills, experience, and abilities with the trainee. In fact, hold the “who” accountable for the results exhibited by the trainee to motivate trainers to give their best effort when educating the trainee.
Step 4. Most managers realize that a new employee will need training. Therefore, the “when” may appear
Make a list of the positions within your business and identify which methods of transferring KSAs is preferred for the tasks required of the position. By tying the methods of communicating information to job descriptions or specific tasks, you develop the “what” to train specific employee.
Step 3. Now that you
have some idea of the “what”, consider “who” is responsible for training the employee on specific tasks. This may mean that the same person trains on multiple tasks or just one depending on their level of expertise associated with the task in question. In the example of training a new funeral director, it is likely that such methods as job shadowing and mentoring are very valuable to educate the employee on their responsibilities in the business. Job shadowing is very beneficial and does not need to be limited to just one specific trainer. Rather, the employee can job shadow various experienced funeral directors while they perform the myriad of tasks associated with that position. In addition, it is not necessary that there only be one mentor working with a trainee. Multiple mentors can provide the trainee assurance so that they know who to ask when questions arise. Give careful thought to “who” the most appropriate trainer is given
obvious at first, however, it actually can be more complicated. The amount of information and tasks that they need to learn overwhelms most new employees. Taking a much more measured approach and spreading training out over an extended period is likely to result in higher learning curve for the trainee. Consider creating a schedule that allows the trainee to experience training repeatedly on the KSAs that are required for tasks. Most managers will not have a new funeral director make arrangements with a family after only shadowing one previous funeral arrangement. It takes time to develop the skills needed for such a complicated task. On the other hand,
it may take only one day to train a new office assistant on how to answer the business phone properly. Be cognizant of the different training requirements for the various positions. Additionally, training is not limited to new employees. Established employees need training on new procedures or given refresher training if they are not performing to the level expected by management. Thus, the “when” of training becomes “as needed”. Training for staff is critical for a funeral business to provide a high quality of service to the families they serve. It can be a challenging and frustrating process. Rather than making it a rigid and complex procedure, think about ways to simplify training and gain the most benefit with the least amount of effort. There are unlimited ways to develop and implement training programs for your specific funeral business. Make sure that the focus of any training considers the “who”, “what”, “when” and “how”. Remember, the true key to training is the transfer of knowledge, skills, and abilities from one employee to the next. When the sharing of KSAs does not occur, funeral businesses are vulnerable when they lose highly qualified staff. However, an established knowledgesharing program can help a business weather the storm created when an employee departs from their business. Please reach out to The Foresight Companies if you need assistance creating a training foundation based on knowledge-sharing. • Stephanie Ramsey is the HR Specialist for The Foresight Companies, LLC. She has written many Employee Handbooks and other job specific documents for clients nationwide. In addition to speaking at national conferences, Stephanie writes a quarterly newsletter on HR matters that can be viewed at www.f4sight.com. She can be reached at Stephanie@f4sight.com.
The Independent® | Fall 2016 17
TALK REAL
YP
w i t h O G R Yo u n g P r o f e s s i o n a l s by Scott McClure, OGR Communications Director
We are happy to introduce to our readers, fellow OGR member and YP, Megan C. Moran-McEvilly of the John Vincent Scalia Home for Funerals in Staten Island, NY. Megan has been a licenced funeral director for five years.
MEGAN C. MORAN-McEVILLY IN IT FROM THE BEGINNING I began helping out at our family funeral home when I was 11. During the summer, I would help clean the floors. Prior to that I was always being “put to work” since a young age doing various tasks around the home. When I was younger I used to help my mom paint the ladies' nails and pick out their lipstick color.
I HAVE NOTICED Most certainly cremation rates are increasing. Our services require more personalization & attention to detail. We need to educate families on their options, so they can make informed decisions. Our families now have more options than ever and very few plan ahead and have no idea what's involved in the process.
I ENJOY
Megan with husband Peter who is also a licenced funeral director.
I AM INSPIRED I am inspired by my family members in the business; especially my grandfather and my parents. Each has contributed to our family business with their own unique characteristics and specialties. They have truly cared for our families, our own family and the community every step of the way. I cannot measure the gratitude I feel to be a part of such a family who has taught me everything I know.
QUICK Q's 3 FUTURE GOALS
1. Start a family. 2. Travel more. 3. Buy a home.
FAVE PHONE APPS Instagram & Pinterest
MANTRA / ADVICE
Live every moment. Laugh everyday. Love beyond words.
SOMETHING "GOLDEN" My toes in the sand on my favorite beach in Siesta Key, Florida.
Spending time with family & friends, shopping, going to the beach, and crafting.
18 www.ogr.org | The Independent®
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The Independent® | Fall 2016 19
HOPE TO SEE YOU IN PHILLY
Funeral Feud Party to Benefit OGR's Charitable Foundation October 24, 2016 | 6:00-7:30 p.m. Loews Philadelphia Hotel, Philadelphia, PA
Have Fun While Helping the OGR Foundation
OGR Dine-Arounds
Join your fellow OGR members on Monday evening,
join your colleagues for a dinner at one of Philadelphia’s
October 24, 2016 for a one-of-a-kind scholarship benefit
outstanding restaurants at an OGR Dine-Around (each
and party. Your contribution of $100 or more per person
party is responsible for payment at the restaurant). Spaces
to OGR's Charitable Foundation is your ticket to the
are limited at each restaurant, so make your reservation
hottest and most anticipated event during NFDA's Con-
early to get your first choice.
After the winning Funeral Feud team has been crowned,
vention in Philadelphia. Your donation also includes a 3-day pass to the NDFA expo floor and access to NFDA's Welcome Party.
Play the Feud!
Twenty contestants will compete in OGR’s one-of-a-kind version of the game show Family Feud—Funeral Feud—on the evening of the NFDA exposition’s opening day. Continuing an OGR tradition, the famed pink bow tie donated by Immediate Past President Bill Brock in 2012 will once again go up for auction. To date his tie has raised nearly $500. Plenty of other surprises are in store. Hors d'oeuvres are included and cash bar will be available.
20 www.ogr.org | The Independent®
O
dation Presents Foun s ’ GR
Get Your Tickets Now www.ogr.org/fall-event or call (800) 637-8030
PHILADELPHIA, PA Stop by and visit OGR board, staff & friends on the NFDA Show Floor & stay for the Funeral Feud Party to Benefit OGR's Charitable Foundation! Your Tax Deductible Donation Includes: Ticket to NFDA's Welcome Party (Sunday, 6:30-8:30 p.m.)
Membership is your Key to Excellence & Profitability
Pass to NFDA Exposition Floor (Monday & Tuesday, noon-5:00 p.m.; Wednesday, 9 a.m.-noon) Ticket to Funeral Feud Party to Benefit OGR’s Charitable Foundation (Monday, 6:00-7:30 p.m.)
Independent. Not Alone.
Reservation for OGR's Dine-Around After Party (Monday, 7:45 p.m.)
Get Your Tickets Now www.ogr.org/fall-event or call (800) 637-8030
This year, OGR will be proudly represented on the expo floor at NFDA's International Convention and Expo. Be sure and stop by to visit.
Booth #4460 The Independent® | Fall 2016 21
“Funeral Homes need an accountant that can help them manage their business.
Profit is not a dirty word and it should not be guesswork. Funeral Homes need the accounting services of Foresight!”
Doug Gober Gober Strategic Management
Foresight Companies, LLC …Because every business needs an edge THE FORESIGHT COMPANIES, LLC MERGERS & ACQUISITIONS · VALUATIONS · MANAGEMENT · ACCOUNTING · CUSTOMER SURVEYS · FINANCING
For more information, call Dan Isard (800) 426-0165 or visit www. f4sight .com 22 www.ogr.org | The Independent®
Member Spotlight
By Tony Rowland
R
owland Brothers is a family of funeral directors in the UK which was established in 1873 by William Rowland. The firm survived World War II enemy bombing raids – which destroyed some of its buildings and injured members of the family – and today the senior director is Tony, a 5th generation Rowland. Tony’s son Stephen and daughter Melanie became 6th generation shareholders in 2009, and grandson Ben Walkling is now the 7th. Tony’s mother, Muriel, who managed the firm when the menfolk were away in the war, now 99 years old, still comes into the office three mornings a week to make sure records are kept in order.
Tony writes: At Rowland Brothers, we have many good reasons to be grateful to OGR. I attended my first OGR Conference 35 years ago at a resort in Scottsdale, Arizona and this proved to be quite an educational opportunity. After that first conference, my wife Maggie often accompanied me and we made friends with many of the members. Our membership with OGR was recommended by a Canadian funeral director after we repatriated one of his clients. Our first reason to be grateful, which was quite a learning curve, was when OGR was marketing pre-paid funeral plans. At the time, when I returned home to England, the country was in recession and many executives were on the dole. The government gave help to any company that would employ those who were out of work, so I engaged a former insurance executive for one year, as he was paid for by the government, and set up Rowlands’ own prepaid funeral plans company, Golden Leaves Ltd., in 1984. We cover the whole of the UK, Spain, Portugal, Cyprus, and Malta and are now selling over 1000 plans a month. continued on page 25 The Independent® | Fall 2016 23
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Member Spotlight Golden Leaves has two offices in Spain and covers insurance and help for expatriates. The next reason was when an aftercare service was talked about at the OGR conference. Based on what I had seen and heard during my U.S. experience, I set up a program in 1986 and we have employed retired Salvation Army Officers to provide the aftercare and support in practical and helpful ways. They have been marvellous. This I believe has considerably helped the business. As far as I am aware, we are one of the few funeral directors that offer this service. Another reason arose one evening after dinner, a speaker shared how he increased his business by contacting the ethnic communities. This gave me food for thought as we live and work in what is a very multi-cultural society. I thought of our Greek community. We work with two of the local Greek churches. Because many of the younger Greeks are not too sure of their old funeral traditions, we are able to help them buy the wheat, olive oil, and a loaf of Greek bread. All Greek funerals start at the home address, so when we get to the house we make sure one of the family has a terra-cotta incense burner to walk around the hearse three times. Then as we leave the home a bucket of water is thrown out of the gate or plates are broken before the family gets into the limousines. All Greek funerals go into the Orthodox Church and we make sure that the olive oil and the bread is taken in for blessing. At the cemetery we set up tables for the reception afterwards, and we have a large bucket of loose soil so each one of the mourners can place a handful of earth into the grave. Then one of my staff pours water over their hands, then another one has towels for them to dry their hands.
Horse hearse outside Rowland's Warlingham Village branch.
Scattering ashes of a Royal Navy veteran off the starboard stern of the HMS Belfast destroyer on the River Thames London.
We cater for the particular cultural requirements of many Hindu and Sikhs, as well as Muslim, Jewish, and AfroCaribbean communities. In 1971 I was asked by a friend from a holiday touring company to assist in a repatriation from overseas. This was our very first experience. Not long afterwards we were asked to arrange the repatriation of a French Countess back to France after we exhumed her from a London cemetery. In 1974 our local bank manager knowing we organized repatriations asked us to help his estate planning department bring back one of his clients from Palma. About a week after the repatriation, the holiday touring company contacted me and asked for a meeting. The result was that every time the touring company opened a new resort, Rowland Brothers would set up the organization to deal with a death. For the next
Rowland Brothers at the signing of the Armed Forces Covenant. continued on page 26 The IndependentÂŽ | Fall 2016 25
Member Spotlight several years I was making business visits to many parts of the world (with someone else paying for me!). This helped us to set up our international repatriation and shipping company. Rowland Brothers International is now well regarded by many consulates, insurance and assistance companies. In 2001 we helped the British Consulate in New York following the 9/11 terrorist attacks. In cooperation with BAA and NAFD members we set up rooms at the major Airports in the UK, ready to supply 75 hearses, and provide each airport with trestles and palls. Local florists were ready to supply small posies to go on each casket and an engraving company to engrave a name plate for each person. There were adjoining rooms for the mourners to be met and for bereavement counsellors to help them. We were asked to arrange for large numbers to come back to the UK, but sadly, not many were found. In response to growing demand, we have enlarged our exhumations department over the last four years with a manager to organize it. This has involved the clearing of churchyards, one cemetery and many building sites where human remains have been found. We have been able to repatriate the remains of military personnel who were buried in the UK, and whose families wished to have them returned to their home country.
Funeral of an ex Royal Navy veteran who was a serving police officer in the Metropolitan police in London. The gun carriage is the same one that carried Lord Mountbatten at his Funeral.
We have also signed the Armed Forces Covenant to help exservice personnel. At present we have seven ex-servicemen on our staff. If an ex-service person dies and does not have anyone to attend the funeral we contact his corps and the veterans association. Just recently we arranged the funeral of a guardsman who, sadly, would have had only one mourner. We were able to arrange, attending in his honour, six serving guardsmen, two Chelsea Pensioners, twenty ex-serving guardsmen and five British Legion Motorcyclist outriders paging the hearse together with a British Legion Standard bearer to walk in front. We are able to maintain our connections and contributions to the community through Freemason lodges and rotary. We helped set up a new charity named in honor of a local councilor, “The Brenda Kirby Cancer Center”. For this we organize a Fun Walk every year (easier for some than a fun run!) to raise funds for the center. I am the founding Chairman of the local Thornton Heath Street Festival which is now in its twelfth year. It has a Carnival Parade, a stage show for 6 hours and a fair ground with fair rides and sixty charity stalls. Many of our staff help in the festival. My son, Stephen, has run three London Marathons and run, cycled and kayaked in the “Race the Sun” event and twice cycled in the London-to-Brighton event that raises many thousands of pounds for different charities. Steve, myself, Ben my
26 www.ogr.org | The Independent®
Royal Artillery and Royal British Legion standard bearers lead the way at a funeral of an ex Royal Artillery veteran.
grandson and two staff members have also raised funds for Polio Plus by walking over the prestigious O2 Dome in London. In the local business community our services have been recognized. We have won the “Best of Borough Award”; “Best Commitment to Change and Innovation”; “Best of Borough International Business”; “South London Business of the Year”; and “South London Best Medium Sized Business”. Internationally, this year at the ITiJ, the International Travel Conference, in Berlin, we are one of the finalists for 2016. Looking back you can see why we have good reason to be grateful for OGR. In my experience I have found that OGR was always five years ahead of the pack. That was why I attended. Now I am of an age when I think I will have to leave this up to my son, Stephen, and his wife to attend, and so appreciate for themselves the benefits I have experienced. Looking forward, our goal is to provide excellent service, service that is appreciated by our clients and continue to expand to meet the demands of funeral directors in the 21st century. •
The Independent® | Fall 2016 27
Member News
Green
Celebrates
On June 14th, 2016 the George Irvin Green Funeral Home Inc. was honored with its 75 Year Service Award at the 135th Pennsylvania Funeral Director Association annual convention. Green Funeral Home was founded in 1941 by George Irvin Green. To this day they continue to provide affordable, quality funerals to all faiths and hope to continue this outstanding service for another 75 years.
Nalley-Pickle & Welch
Adds Reception Center
Kasi Welch Baker, owner of Nalley-Pickle & Welch Funeral Home & Crematory in Midland, TX, describes her funeral home business as a ministry, which recently grew in Midland with the addition of The Branch, a reception center that offers families a different option for celebrating the life of a loved one who has died. The Branch is a 4,000 square-foot facility designed in a “dressy Hill Country” motif with mahogany-finished exposed beams, and light wood-grain floor tiles with dark accents. The facility’s modern look meets the modern trend in funeral homes — namely, not necessarily wanting to seem like a funeral home. “A lot of families we serve now want more of a celebration of someone’s life and less of what we know of as a traditional funeral,” Baker said. “They want to incorporate these times of fellowship and receptions in their funeral. This gives them that space and an opportunity to do it.”
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Plummer Shows
Appreciation
Terry Plummer of Plummer Funeral Home, Litchfield, IL handled the funeral service for a priest named Fr. Theodosius A. “Ted” Schelich, OFM. After a private viewing in Springfield, IL and a full day of visitation at the hospital chapel in Litchfield, a funeral mass was held for Fr. Ted in St. Louis, MO. A lot of logistics were involved and they needed some help along the way. He knew just who to call in St. Louis for assistance. Terry offers a special “tip of the hat” to fellow OGR member Roger Richie of John L. Ziegenhein & Sons Funeral Home in St. Louis. Busy enough in his own right with two firms to serve St. Louis families, Roger acted as Terry's Missouri license. He personally greeted his group at the church to set up for visitation, assisted with the closing of the casket and proper placement of it for Mass. Additionally, he assisted with parking arrangements, procession line-up and lead escort to the cemetery. Terry was confident that Roger wouldn’t get lost as his original location and facility sit exactly across from the gates of the cemetery. "Roger is a true seasoned professional. I enjoyed working with him and everything went like clockwork," said Terry. He continued, "Never having worked together, we knew each others next move without hesitation. It is great to have the network and friendship of OGR members to help and assist you when needed."
Foundation
Donations
Spencer Skorupski, Skorupski Family Funeral Home, Essexville, MI made a donation in the amount of $150 to the OGR Foundation in memory of Miles T. Martin. Mike Butler, Livingston-Butler-Volland Funeral Home made a donation in the amount of $250 to the OGR Foundation in memory of Miles T. Martin. A $100 donation was made in memory of Paula R. DuBois. Paul A. Hummel III, Hummel Funeral Homes, Inc. made a donation in the amount of $100 to the OGR Foundation in memory of Miles T. Martin.
In Memoriam
Remembering
Family & Friends Danferd C. Avis Danferd C. Avis, “Dan” Beloved father of Gregory M. (Anne) of Palo Alto, CA, Todd F. (Sandy) of Empire, MI and Susan L. Kuhns of Parker, CO; grandfather of Emily, Charles, Frederic, Elliot, MacKenzie, Gabriel, Maxwell and Samantha; brother of Beverly Wamelink of Chagrin Falls, OH. Dan was a consummate organizer and volunteer in many community activities. Dan served as OGR President 1969-1970 and aslo served as President of the Cleveland State University Alumni Association where he was also a member of the Athletic Hall of Fame. He was a licensed funeral director and Executive Director of Foresight Family Funeral Homes and an Elder at his church. Memorials can be made to Rocky River Presbyterian Church General Endowment Fund or The Danferd C. Avis C.S.U. Basketball Endowed Scholarship Fund at Cleveland State University 2121 Euclid Ave. Cleveland, OH 44115.
The Independent® | Fall 2016 29
Aftercare Packets
Help your families on “The Road to Recovery” to d a o R The y r e v o c Re
d e n g i s e D - Newly
t n e t n o C d e t - Upda ts e l k o o B f e i r - 3G
Families rely heavily on your support before, during, and after a service. Updated with new content and a fresh design, this aftercare packet provides your families with support after a service. The healing process can be a long and cumbersome journey without the help of a good aftercare program.
The Road to Recovery packets and booklets are ideal to help your families through certain situations. Packet and booklets are imprinted to include your funeral home’s logo and contact information. Road to Recovery Takes Courage letterhead and business cards also available.
30 www.ogr.org | The Independent® To order, contact Maureen Hayes, (800) 637-8030 | mhayes@ogr.org.
The IndependentÂŽ | Fall 2016 31
Exemplary Service
A B &
bove eyond
the Golden Rule
Johnson-Romito Funeral Homes | Bedford, OH Mike and Kathy Romito and the staff went above and beyond our family’s expectations with regards to our mothers’ funeral. From the moment the gentleman picked up her body from the nursing facility until we laid her down to rest, the staff was very compassionate and professional—no surprises, no regrets. My mother prearranged her funeral. In our meeting with Mike, he was 3 steps ahead of us in regards to arranging calling hours, the death notice, church service, and gravesite service. Johnson-Romito also provided us with very helpful advice on what to do regarding our loved ones financial aspects—i.e. social security, health insurance, veterans administration, etc. It was a big help! Our mother suffered tremendously her last few months before passing, and it showed in her appearance; however, the staff did a great job of making her look the way we wanted to remember her—beautiful, happy and, most importantly, at peace. Schilling Funeral Home | Sterling, IL John Paul and Mary went 200% out of their way to help us celebrate mom’s life. They were friendly and willing to assist us if we needed anything. They helped make it a day of remembering good times. John Paul guided me through the entire process with all of the information I needed. We worked together to make sure that everything my mom wanted was there. He suggested a pianist/vocal-
32 www.ogr.org | The Independent®
These members have been cited for providing exemplary service, going beyond expected service levels, and are now eligible for the Winners Circle Exemplary Service Awards. Winners will be honored at the 2017 Annual Conference & Supplier Showcase. Comments submitted by families responding to Family Contact Surveys.
ist and everything just fell together. They have seen us through hard times before and that’s why we keep going to them for personal care. We laughed and talked about memories of mom and had her favorite things on display. We did everything we wanted. They allowed us to celebrate her life with flowers and pictures and family memories. We set up a Christmas tree because Christmas is a time when we were always together. Our granddaughter even sang “Somewhere over the Rainbow.”
Every Thursday we feature members who have gone Above & Beyond. facebook.com/goldenrulefh
at the hospital and through the whole process, he was very professional and kind. He made everything as easy as possible with pride and dignity. At the visitation and ceremony, the staff made everyone feel welcomed. They were like family, not a business. The staff treated me and my family like we were a part of theirs. They went above and beyond what other funeral homes do. Henry Funeral Home | Staunton, VA
The staff is very compassionate, and they were beside me the entire time and afterwards. Brandy helped me fill out and send forms for life insurance, pension and other necessary paperwork. I can’t say enough about the Osbornes. I don’t know what I would have done without them. They took as much burden off my shoulders as they could. My son’s death was a shock to our entire family, and Scott Osborne was like a family member to us. We were so distraught over our son’s death, and the help we received from Scott Osborne was above what anyone would expect. Then 9 days later our son’s wife died and the Osborne’s helped her family too.
The compassion, respect, integrity, comforting remarks, friendliness and overall concern for our family shown by the funeral home were a true blessing. I knew from prior times that once arrangements were made we could rest assured that our loved one, my mother, would receive the best care. Jim Rimel and his son Charles were extremely comforting and very detail-oriented about everything. Both honored my mother with dignity and respect. They were always available to help and answer any questions. We couldn’t have asked for more. My mother was prepared meticulously and just appeared to be asleep--so beautiful. We are grateful to Henry Funeral Home for everything they did to make my mother’s home-going a peaceful and beautiful time.
Cooper Funeral Home | Tecumesh, OK
Hardy-Close Funeral Home | Shepherdsville, KY
The Cooper Family holds the OGR standards very high and I am very appreciative of that. From the time that Don Henson picked up my wife
I was extremely pleased with my son’s funeral. Tim Hastings explained everything to our family in full detail. He was very respectful and kind
Osborne Funeral Home | Willaimsport, MD
Exemplary Service to us during our time of grief. We have used Hardy-Close for our family members in the past. The staff was very professional and made sure our family was taken care of in every way. Our family had a memorial video made and Mr. Hastings set it up to be played continuously during the visitation. Mr. Flacker assured us that my son would be well taken care of after the service. We appreciate everyone’s kindness so much. Thank you so much for making such a terrible situation bearable. Brunswick Funeral Home | East Brunswick, NJ They were professional, kind, compassionate and considerate. They tried to accommodate everything we asked for. The staff went above and beyond, and always called us back in a timely manner. Outstanding people! All the information was presented to us with prices on it—no game playing—all up front. We would recommend Brunswick Funeral Home to everyone. The staff is an amazing group of people. They made us a personal video which ran during the service and gave us a golf plaque (my husband’s hobby) with his memorial card at the visitation. There were so many personal touches that we did not expect. My husband was so sick and he looked so handsome. They paid so much attention to the details. It was such a hard time, but they made it very special for us. We are so thankful for the memory box. We got so much out of reading the memories that were written down and put in the box. Thank you for doing an amazing job at a difficult time. Leete-Stevens Enfield Chapels | Enfield, CT Every detail from the initial contact, to the arrangements, to the service, to the burial was handled with compassion, care and dignity. Their professionalism was top-notch and Leete-Stevens made our experience comforting and a good memory. Every person we dealt with was compassionate, professional and friendly. No detail was too small to accommodate and nothing
was overlooked. Their attention to the family was kind. They considered all aspects of what would be best to honor and respect our mother. Emily was amazing with her follow up care, attention to detail and accommodating our requests. In such a difficult time, Leete-Stevens and Emily made it an easy and loving way to say goodbye to mom. Faulmann & Walsh Funeral Home | Fraser, MI Jim Walsh made us feel completely comfortable. He also performed our service. Weeks later, friends still said that it was an amazing tribute to my sister. They treated us like family. They handled everything even on a holiday weekend. Sara postponed her trip a few hours to finish some last minute details for me and even called me when she was out of town. Our priest was out of town and Jim told us that it would be his honor to do the service, and we could tell he meant it. Truly an amazing family! I cannot say enough about the Walsh family. From the first phone call, Jim made us feel at ease. Sarah knew how important it was for me that my sister looked beautiful and she did an amazing job. Jim suggested we all write down a note and send it with my sister. This was awesome for everyone to experience especially for my mother and my nephews and nieces. We brought blank cards and colored pencils and the kids were able to make a special note for their aunt. Jim did an amazing service and tribute to Debi’s life making us feel so comfortable that my nephew who is ten got up and talked about what a strong angel Aunt Debi is now. Jim presented the young kids with the Aunt pillow and told them when they get married to use that for their ring bearer pillow and Aunt Debi will always be close to them. We always want more time for planning. We had no prior arrangements and we wish we would have. It is not something anyone likes to talk about, but we all have to at some point. We will be planning our arrangements with the Walshes.
Caldwell & Cowan Funeral Home | Covington, GA The staff was very compassionate and went out of their way to aid and assist my daughter and I through our time of grief. The staff became a part of my family that I will never forget. They provided a strong shoulder that I desperately needed. My family suffered a gas explosion and house fire. My son Chris passed in the fire and my wife was severely burned and taken to a burn center. Arrangements were made for my son’s services. All of the notifications were sent to the paper then six days later I lost my wife. Caldwell & Cowan went out of their way to change the dates and notify all concerned so that I could combine Chris and Patricia’s services together. Caldwell & Cowan will always be a part of my family. Meyersieck-Bussema Funeral Home | Pigeon, MI I just want to express my thanks to Scott Meyersieck and his staff for the exceptional service they provided. My mother passed while in the nursing home. When Scott received the call he was very prompt to pick her up and take her to the funeral home. Scott remembered the special circumstances during my father’s funeral in 2010. My mother was pleased with my father’s services and wanted the same services for her. My mother lived in Michigan, but wanted to be buried in Kentucky. Scott did an outstanding job contacting the funeral home in Kentucky and working with them to transfer my mother and set up the funeral ceremony. Everything was done when we arrived the next day. The funeral service went well. When we returned home from Kentucky, we got a nice visit from Scott to see if everything went well, and he personally brought my mother’s death certificate to us. Scott gave us peace at a very stressful time in our lives.
The Independent® | Fall 2016 33
Milestone Anniversaries
MEMBERSHIP makes a difference Fewer than 5 percent of funeral homes in North America have earned the right to hang an OGR plaque in their funeral homes. That plaque stands for something: It means you’re an OGR funeral home of prestige; you’re an OGR funeral home that operates with integrity; you’re an OGR funeral home that extends the golden rule of service to your community. Most importantly, it means you’re in the OGR family. The following members are celebrating milestone anniversaries in October, November, & December.
35 Years | October 1981 Faulmann & Walsh Golden Rule Funeral Home Fraser, MI 45 Years | October 1971 Brintlinger and Earl Funeral Homes Decatur, IL 15 Years | November 2001 Murphy Funeral Home & Chapel, Ltd. Pembroke, ON Canada 20 Years | November 1996 Quinn-McGowen Funeral Home Burgaw, NC 45 Years | November 1971 Vander Plaat Funeral Home of Wyckoff Wyckoff, NJ
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50 Years | November 1966 Shinn Funeral Service Russellville, AR 60 Years | November 1956 Clements Funeral Service Durham, NC 20 Years | December 1996 Linnemann Funeral Homes Erlanger, KY 25 Years | December 1991 L. Harold Poole Funeral Service & Crematory Knightdale, NC 30 Years | November 1986 Opsahl-Kostel Funeral Home & Crematory, Inc. Yankton, SD 35 Years | December 1981 Hollomon-Brown Funeral Home, Inc. Norfolk, VA
45 Years | December 1971 R. Lee Williams & Son Funeral Home and Crematory Saint Petersburg, FL 50 Years | December 1966 Proko Funeral Home Kenosha, WI 55 Years | December 1961 Moore Funeral Homes, Inc. Hattiesburg, MS 55 Years | December 1961 R. Hayden Smith Funeral Home Hampton, VA
New Members
Affiliate Member: Martin Funeral, Cremation & Tribute Services - Grand Blanc Primary Contact: Adam Martin 8253 S. Saginaw St. Grand Blanc, MI 48439 P: 810-603-7249 adam@martinfuneralhome.com martinfuneralhome.com
Supply Partners: Skyways Media Garry Wayne 40 Wall St, 28th Floor New York, NY 10005 P: 646-810-5748 garry@skyways-media.com www.skyways-media.com
Vital ICE App/Vitalboards Frank Hastings Gerard Brockmeyer P: (800) 577-1703 ext. 101 or (573) 483-3109 frank@vitalboards.com www.vitalboards.com Genius marketing that exclusively partners your funeral home with your local Fire/Police/EMS in efforts of saving lives! Vital ICE App is brought to the public FREE of charge and is HIPAA compliant. The Life Saving app is custom branded with sponsoring funeral home and links website for public to view obits and newsletter. The App stores medical history, current medications, allergies, ICE contacts and it most importantly provides the public their very own life alert system! Vital ICE is cutting edge and exclusive to only 1 Funeral Home per trade area.
Skyways Media is a family owned business operating in the UK, Canada and the US. We are one of the only fully vertical print & digital media companies, We specialize in the design, print and supply of FREE funeral planning guides and preneed apps. There is no cost to your funeral home at all for the services we provide.
Your first call when you need a helping hand. Do you feel there are simply not enough hours in the day to get everything done? Well, help has arrived! Ask the OGR Concierge. Whether you need assistance finding a unique product, gathering information for price comparisons or coming up with the right service provider, simply ask the OGR Concierge. With member concierge services we can offer you problem-solving and time-saving solutions. Access this Exclusive Member service by calling Maureen Hayes at (800) 637-8030. “With over 18 years of experience working directly with members and industry suppliers, I am always here and happy to help. ”Maureen Hayes, Member Concierge The Independent® | Fall 2016 35
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