The Independent - Fall 2022

— OFFICERS —

Hummel Funeral Homes, Inc. Akron, Ohio

The Order of the Golden Rule (OGR) is an association of independently owned funeral homes across North America and overseas that pledge to a strict code of ethical business and service standards of conduct. The men and women at Golden Rule funeral homes lead their businesses with compassion, dignity and the corner stone philosophy of "Service measured not by gold, but by the Golden Rule" (to do unto others as you would have them do unto you). OGR has worked for nearly 100 years to resolve common challenges that independently owned funeral homes face, and to prepare them for and guide them through the next stages of funeral service.

— 11 ETHICAL STANDARDS —

Golden Rule funeral homes are held to the highest service standard. Fewer than 5% of independently owned funeral homes can call themselves Golden Rule funeral homes, pledging their efforts to the pursuit of the standard of the Golden Rule in all of their personal and professional relationships. Those that do hold this title promise to adhere to a set of 11 ethical standards:

• We pledge to treat you and your loved one with compassion and respect.

• We pledge to serve any family in time of need.

• We pledge to abide by a strict code of ethics.

• We pledge to be truthful in all we do.

• We pledge to respect all faiths, creeds and customs.

• We pledge to keep families’ confidences.

• We pledge to disclose prices fully and clearly.

• We pledge to clearly explain charges.

• We pledge to provide the highest level of competence and care.

• We pledge to further our education to better serve you.

• We pledge to help meet the needs of those in grief.

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 month of each new quarter. Non-member subscriptions (USD): One year: $40; two years: $60; single copy: $11.50. Send address changes to OGR, Attn: Mailing List, 3502 Woodview Trace, Ste. 300 Indianapolis, IN 46268.

©2022 International Order of the Golden Rule. All rights reserved. Reproduction in whole or in part without written permission is prohibited.

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.

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. 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.

phone: (800) 637-8030 fax: (512) 334-5514 email: info@ogr.org website: www.ogr.org

— DIRECTORS —

Kim R. Hunter

Humphrey Funeral Home Toronto, Ontario

S. Chase Lewis

Lewis Funeral Home, Inc. Milton, Florida

Geri Oliverie Oliverie Funeral Home Manchester, New Jersey

Peter A. Urban Jr. Anton B. Urban Funeral Home Ambler, Pennsylvania

— STAFF —

Paul A. Hummel, President

Christopher B. Miller, President-elect

Thomas Miller Mortuary & Crematory Corona, California

Jamie L. Wieting, Secretary / Treasurer Wieting Family Funeral Home, Inc. Chilton, Wisconsin

Evan J. Strong, Past President Evan J. Strong Funeral Services Calgary, Alberta

Wendy King, CAE

Director & CEO

Nancy Weil

Emilie Perkins, CAE, CMP, CMM, PMP

Gallegos

Editor & Layout

Evan Hoffmeyer

Staying Connected Through the Year

of the things I’ve always loved about OGR is the strength of the connections between our members. Whether you’re looking for a funeral home on the other side of the country to partner with on a case that requires ship ping a body, or you’ve run out of ideas confronting a novel problem in your business… having a network of skilled professionals ready to take your call is an invaluable resource and a welcome well of contacts to draw from.

That’s why I was so glad to host OGR’s North Amer ica Study Group session at my funeral home in Akron, Ohio, back in August. We had an incredible time of discussion and professional growth with 12 talented OGR funeral directors.

If you are interested in joining a group, or even offer ing up your funeral home as a host site for a future meeting (what better way to make sure as many of your employees as possible can attend than to cut their travel time and expenses down to zero?), just go to OGR.org/Study-Groups and fill out the registration form. You can also email Executive Director Wendy King at WKing@OGR.org.

Study Groups are one of the three key areas I am focusing on in my year as your president, along with

Oneengaging Young Professionals and growing member ship. Bringing in more members – and with them, more voices – will benefit all of us.

Better engaging our YPs will add a new dimension to our conversations and learning opportunities, and overall is a win-win. I’m sure you’ve noticed OGR’s meetings tend to be frequented by the owners and senior management of our member firms; getting our younger employees engaged will help us hear new and often innovative perspectives, plus give them the opportunity to expand their professional networks at a time in their career when it is invaluable to do so.

I encourage you to start thinking ahead to next year’s conference, too. Can’t afford to send more than one or two employees? Make it a performance-based incentive so top-performing employees get first shot at registra tion. Want to limit staff turnover? Show your employ ees you are invested in them by giving a YP or other employee who has never been to conference a chance to go for the first time.

Check out page 42 of this magazine for some initial details and save the date now – and I look forward to seeing you in May!

In service, Paul Hummel III OGR President, 2022-23

OGR Foundation Opening Scholarship Applications Early

By Evan Hoffmeyer, OGR Communications Director

TheOrder of the Golden Rule Foundation is opening the application period for its scholar ship program earlier than normal this year.

Historically, applications for the Awards of Excellence scholarship program open with the new year, with recipients being notified in early to mid-April. For the 2023 cycle, applications will be accepted from Oct. 15 – Dec. 15, 2022. Recipients will be notified in mid-Feb ruary 2023 to provide the Gold Award of Excellence winner more flexibility in scheduling to be able to attend OGR’s annual conference in May.

The OGR Foundation’s Board of Directors is excited to maintain last year’s increased level of giving. After more than a decade of giving away $5,500 split between students, the program grew last year to award $10,000 between nine highly qualified mortuary science students:

• 1 Gold Award of Excellence: $3,500 plus compli mentary registration to OGR's Annual Confer ence, including travel and up to 3 nights of accommodations

• 1 Silver Award of Excellence: $2,000

• 2 Bronze Awards of Excellence: $1,000 each

• 5 OGR Awards of Excellence: $500 each

"The scholarship helped me through school; it allowed me to focus harder on my studies and to excel in the classroom and out in the field. The Order of the Golden Rule scholarship pushed me to become the best in my field, to prove myself to the organization who believed in me,” said Bridgett Madden. She attended Worsham College of Mortuary Science and received the 2020 Gold Award of Excellence Scholarship.

Applicants must meet the following criteria:

• be currently enrolled in a mortuary science degree program at an ABFSE-accredited mortuary school;

• be scheduled to graduate in the 2023 calendar year;

• have a cumulative GPA of 3.0 or higher;

• be involved in community service activities and school activities;

• demonstrate excellence in the pursuit of knowl edge in mortuary science; and

• commit to working for an independently owned funeral home.

All applicants must also submit an essay describing their commitment to serving grieving families with compassion, fairness and dignity.

Help support the next generation of funeral service profes sionals by passing on this information to any deserving interns or mortuary school professors you know.

Submissions are accepted through the OGR website at OGR.org/Scholarship23. All application materials are due by 11:59 p.m. EST on Thursday, Dec. 15, 2022.

After working as a local journalist for 12 years, Evan joined the team at OGR in June 2020. He is excited to bring his expertise in media and government relations, public policy, and content marketing to his work in this new arena.

The OGR Foundation is a registered charitable organization under IRS Tax Code 501(c)(3), making all donations tax deductible as a charitable donation.

Support the future of funeral service by donating at OGR.org/Foundation.

What's Wrong with Not Having an Employee Handbook?

By Patrick Rogan, IgnitionHR

Theshort answer is that while there are many laws that require notifying employees of specific workplace rights, there are no federal, state or local laws that specifically require an employer to have an employee handbook, and lots of companies choose not to have one. No matter if your staff is large or small, there are still compelling reasons to draft an employee handbook for your funeral home.

1. Keep your employees informed: Help them find quick answers to questions like holidays, vacation, insurance options, compensation, payroll deduc tions, tracking of time and attendance, and over time rules.

2. Clarify expectations: List specific company poli cies you expect employees to follow. Provide clar ity with the following: social media usage, mobile device use, dress code, ethics, conduct expectations, intellectual property and your discipline process.

3. Mitigate risk: Provide information on employee rights and expectations that comply with federal, state and local compliance regulations.

4. Demonstrate your culture: While parts of your employee handbook satisfy compliance require ments, most of the content you provide should be consistent in style to reflect your culture. Describ ing your values and expectations will be appreci ated by both your new and existing staff.

Start by taking time to draft what you find most import ant about your organization. What existing policies or needed updates reflect your vision? What expectations do you have of your employees that will support reach ing your goals? What employee behaviors might derail your expectations? Draft a brief organization history and include your mission statement and values. This will set the tone for the entire document.

Be careful not to over-engineer your internal policies to the point where you get to a state of policy paralysis. Add in only the minimal amount of internal policies that drive safe and effective results. Depending on the issue, employee discretion (and creativity) might be a better solution than a policy.

Before printing and releasing your employee handbook to your employees, first decide if you need to get help from an employment attorney; use an online template, such as those on SHRM.org; or hire the services of a human resources consultant.

If you decide to draft it yourself, the key element to include is to cover your bases from a compliance perspective. It is important that you meet require ments of federal, state and any local laws. Most federal requirements can be found by researching the U.S. Department of Labor website. You will also need to research and document any state and local regula tions that apply to your workforce. Keep in mind that you must comply with regulations in each jurisdiction where your employees work. If you have funeral homes in two states, then you will need to adjust each hand book to reflect each respective state’s laws.

No matter how you create your employee handbook, having one can guide your staff, protect your company and be a valuable resource for your funeral home.

Patrick Rogan has over 25 years of human resources expe rience working for companies that have employees across the country. Since 2016, Patrick has turned his attention to helping the small business owner meet the ever-chang ing needs of their company’s human resource challenges. As a new OGR supply partner, Patrick is offering all OGR members 25% off an initial one-hour consultation to cover your HR questions and concerns.

Spotlight on Ford & Sons Funeral Home – Cape Girardeau, Missouri

Kevin Ford, Josh Ford and Walter Joe Ford - president, vice president and past president of Ford & Sons Funeral Home, respectively - share what they believe distinguishes themselves from other funeral homes.

How was your funeral home founded, and how does it operate today?

Since the first Ford and Young Funeral Home opened in 1949, we’ve approached life – and death – differently. We see every funeral service as a time for reflection, appreciation and celebration of a life. We offer families more than a burial ground – we offer them an extraor dinary and passionate team of funeral professionals who are dedicated to honoring, sharing and preserving the memory of their loved ones.

Our first location was named Ford-Young Funeral Home after founders Walter H. “Doc” Ford and Ross Young and was located on Sprigg Street in Cape Girardeau, Missouri. It was in 1953 when Walter J. Ford, son of Walter H., bought out the Young family’s interests and changed the name to Ford & Sons Funeral Home. Since then, the business has remained in the Ford family. In order to better serve our communities, we built our second location in Cape Girardeau on Mt. Auburn Road, made addi tions to Sprigg Street and expanded to Benton, Jack son, Perryville and Altenburg. Recently, Liley Funeral Homes, Liley Monument Works and Liley Counter tops in Marble Hill, Patton and Cape Girardeau were purchased and renamed Ford & Liley.

Why do you believe funeral service is important?

Everything we do is about the service, and we’re here to serve our communities and their families. We are here for them and care about them as if they were our family. We know when they come to us, they are going through a tough time, so our support and services help ease that stress. Everyone’s life is unique and worth celebrating. What is the most rewarding part of working in funeral service?

Caring for families in their most difficult time of need. We try to treat our families like we want to be treated. Building lasting relationships within our communities is also very rewarding.

What do you believe distinguishes your funeral home from other funeral homes?

Our Ford Family Promise. It represents the values of who we are as an organi zation and is our family’s promise to the families we serve: "To make prepa ration for – and celebra tion of – the end of life an approachable, dignified and highly honored experience. Guided by our values, we do all things with a focus on tradition, authentic respect and a high level of service and personal care."

presence? Do you believe this is important?

We’ve

What does your funeral home do in order to create a strong community

always felt it was important to support the

Guided by our values, we do all things with a focus on tradition, authentic respect and a high level of service and personal care.

communities we serve. It’s only right to give back to the community and families who have trusted us to help them celebrate the legacies of their loved ones. We also make sure to always support our communities through athletics, schools and local charitable organizations.

In what ways do you use technology to further the services you offer?

We partner with several companies and technologies. Red Letter Communications, our long-time market ing and advertising agency, and Element 74, their tech company, handle our advertising. Their media team leverages sophisticated audience-targeting platforms to further our messaging efforts.

We also work with FuneralOne, a technical partner that provides website hosting, design, content management and email hosting. We have FDLIC as an insurance carrier for pre-arrangement. SRS Computing is our funeral home management and crematory software

partner. We are also active on social media platforms, like Facebook.

What growing trends have you noticed in the funeral service profession? How do you keep up with these changes?

A growing trend we’ve noticed is an increased aware ness of cremation services as an option. And a way we’ve tried to keep up with these changes has been tackling pre-need planning awareness and interest to be there for people sooner and help them along the process.

What do you value most about OGR? Why did you become a member?

We enjoy having access to the insights and trends within our own industry, and OGR provides that avail ability. The shared knowledge between others in our industry helps us to better serve our families.

(from left) Josh Ford, vice president of Ford & Sons Funeral Home; Walter Joe Ford, past president; Kristen Ford LaBruyere, administrative assistant; and Kevin Ford, president (photo courtesy B Magazine and Rust Communications Inc., Cape Girardeau, Mo.)

In 1988, we purchased Walther's and Brinkopf-How ell Funeral Homes in Cape Girardeau. They had an existing membership to OGR dating back to 1932. We assumed that membership, realized the value of it and have enjoyed it ever since.

Is there anything in particular that you do at work to keep your spirits high or the spirits of your staff high?

Our Ford Family Promise is displayed in each of our funeral homes as a way to remind staff of the "Why" of what we do. We host regular staff events outside of the work environment and allow staff to relax and enjoy time with each other. We find this creates a culture where family, community and service to others are valued.

What are three future goals that you have in mind for your funeral home?

1. B etter serve the communities we’ve been fortunate

enough to grow into and continue being active in those communities by supporting local causes.

2. Adapt to new trends and technology to better serve our communities.

3. Maintain continued growth and vertical integration.

Is there anything else you would like to share about your funeral home?

We’ve been a proud member and supporter of Cape Girardeau American Legion for over 25 years. For 16 consecutive years, we have been voted #1 Funeral Home through the Southeast Missourian's People's Choice Awards. We were the Cape Girardeau Chamber of Commerce's 2003 Small Business of the Year. Earlier this year, the Cape Girardeau Chamber of Commerce awarded Walter Joe "Doc" Ford, previous president of Ford & Sons, the Drury Family Spirit of Entrepreneur ship Award.

Your solution partners for business growth and succession planning.

At The Foresight Companies, our mission is to provide our clients with customized financial and operational solutions.

We deliver results through our passion for the profession and the communities they serve.

How Do You Due(s)?

By Nancy Weil, OGR Membership Director

We’ve

hit that time when we look back at the current year and determine what steps, if any, need to be taken to end 2022 hitting our annual goals. Is there a need for course correction? Are we using our staff members efficiently and allow ing them to share their areas of genius with our firm? Have we done everything we could for each of the families we served or do we still want to offer one more touch point (Holiday Remembrance service, sympathy card for their first holiday without their loved one, etc.) before the year is over?

This is also the time of year when planning begins for next year. What areas of improvement can we build upon? What new goals can we set? How do we want to end the year differently than we started it?

All of this is common business practice for a funeral home, but it also applies to your association. The entire OGR team continually assesses the member benefits we offer to you in order to determine if they are the best that they can be, if they meet your needs or if they are even needed any more. We move team members around to make sure the role they are filling allows us to operate most efficiently and lets their personal skill set grow. We track member engagement, make phone calls or send emails to let you know what is going on and the opportunities we are offering.

OGR is in the second year of our three-year strategic

plan. This guidance system gives us the structure through which we can reshape the association to meet the changing needs of our members. Already we have seen some of the results from this plan, including a member ship-wide survey that is giving us additional insight into what steps to take next. We are welcoming new members at a record pace and sadly seeing way too many members leav ing when they sell to a corporate entity. Even this is giving us pause to consider where funeral service is head ing in the years ahead and makes us even more determined to support you, the independent funeral home. The need for your services in your community is greater than it has ever been, and we will be there for you by providing networking opportunities, professional development programs and ways to grow your business through marketing initia tives, cost savings, post-service surveys and more.

So, when you see your dues invoice hit your inbox or arrive in your mailbox, be aware that this investment in OGR is truly an investment in your funeral home, in your staff and in your community. That is how we see it and we hope you feel the same way, too.

Did you know that OGR members, staff and families are eligible to join the Funeral Service Credit Union? Since 1983 FSCU has been helping funeral professionals save money on their loans and investments by offering better interest rates than most commercial banks. To find out more, contact Rebecca Dobey, FSCU president, at RDobey@FSCUnet.org.

News from Golden Rule Funeral Homes

funeral home members!

The Zabor Funeral Home Inc. in Cleveland, Ohio, owned by Thomas and Cassandra Zabor and their sons, Justin and Kurt, joined July 11. You may remem ber Justin, who spoke at an OGR conference a few years ago. Joseph J. Earthman Generations Funeral Home joined July 26. Joseph and his wife, Alice, run the fourth-generation family-owned funeral home in Houston. Joseph spoke at OGR's 2015 annual confer ence in Savannah, Georgia. Heritage Mortuary Inc. in Las Vegas joined Aug. 25. Owner Larnique Mickens is a U.S. Air Force veteran. The funeral home won the 2021 Best of Las Vegas award.

Thank you to Gregory McClary of Chapel of the Chimes in Westland, Michigan, for inviting Mickens to join OGR after they met at a recent conference.

Honoring child loss

Wenner Funeral Home in Cold Spring, Minnesota, honors infant and neonatal loss in a unique and healing way. They place two rocking chairs in the front of the room and allow those parents who wish to participate the opportunity to hold their child during the visita tion. The response from both the families and those who attend the visitation has been very positive.

3 OGR leaders mourn losses

Our deepest condolences to OGR past president Tom Hemmerle on the loss of his father, Thomas Lawrence Hemmerle. His greatest love was his wife, Debbie, along with his four sons, five grandchildren and five great-grandchildren, along with the rest of his family. He also loved riding his Harley, driving his Corvette and volunteering at his local humane society.

Current OGR secretary/treasurer Jamie L. Wieting is mourning the loss of her brother, Jason R. Schnei der, who passed away Sept. 6. With a servant's heart, he went out of his way to help others, lighten their burdens and bring joy into their lives. He is survived by his two children, their mother, his parents, sisters, nieces and nephews, and countless other loved ones who will greatly miss him.

Victor C. Chigas, founder of OGR Endorsed Supplier Access Financial Group, passed away Aug. 2. He was a veteran of the U.S. Navy and U.S. Air Force, and a graduate of Denver University. He was a lifelong skier and avid boater. He is survived by his three children and three grandchildren.

Castiglia family wedding

Congratulations to Charles Castiglia of Lakeside Memorial Funeral Home in Hamburg, New York, on the marriage of his son, Anthony, to his beautiful bride, Julie. The bride and groom were high school sweet hearts. We wish them the best in the years ahead!

Welcome to OGR's 3 newest

12 OGR Members Honored with NFDA 'Pursuit of Excellence' Awards

TheOrder of the Golden Rule's board of directors wants to congratulate the 12 OGR members that were recognized for their excellent work by NFDA's annual Pursuit of Excellence Awards.

The awards are given based on proficiency in key areas of funeral service, including compliance with government regulations; staff participation in ongo ing education and professional development; offering outstanding programs and resources to bereaved fami lies; and more. All applicants submit an essay describ ing the development and execution of a program or service that had a positive impact on the families they serve or their community, qualifying them for the Best of the Best Award, which recognizes up to 10 of the most novel and innovative programs and services in the profession.

Five OGR members received honorable mention for their Best of the Best submissions:

• Arnett and Steele Funeral Home Inc. Pineville, Kentucky

• Cozean Memorial Chapel & Crematory Farmington, Missouri

• Oliverie Funeral Home and Company Manchester, New Jersey

• Pray Funeral Home Inc. Charlotte, Michigan

• Twiford Funeral Home LLC and Company Elizabeth City, North Carolina

Those five were among a dozen OGR members honored with Pursuit of Excellence awards this year:

• Arlington Memorial Chapels Inc. Quezon City, Philippines

• Arnett and Steele Funeral Home Inc. Pineville, Kentucky

• Brunswick Memorial Funeral Home East Brunswick, New Jersey

• Cozean Memorial Chapel & Crematory Farmington, Missouri

• David C. Brown Funeral Home Belleville, Michigan

• Hightower Family Funeral Homes Carrollton, Georgia

• Lakeside Memorial Funeral Home Inc. Hamburg, New York

• Martin Funeral, Cremation & Tribute Services Mt. Morris, Michigan

• Oliverie Funeral Home Manchester, New Jersey

• Pollock-Randall Funeral Home Port Huron, Michigan

• Pray Funeral Home Inc. Charlotte, Michigan

• Twiford Funeral Home LLC and Company Elizabeth City, North Carolina

This was the 35th year that Twiford Funeral Home LLC has received the Pursuit of Excellence award and 20th year for Cozean Memorial Chapel & Crematory, plac ing them both in NFDA's Hall of Excellence.

AN ERRAND OF MERCY Owners of OGR member firm spend week aiding Ukrainian refugees

By Randy Dockendorf, Daily Press & Dakotan

WhenCourtney Opsahl

awoke startled on that Friday morning in March, she heard children’s cries in the next room — and then learned it wasn’t her own.

Opsahl’s husband, Kevin, was watching news video from the Russian invasion of Ukraine. The footage showed disturbing shots of mothers fleeing the war with their small children.

“They were coming off buses [at refugee sites], with the children screaming and crying,” Courtney said, noting the images haunted her. “My mind was spinning the whole time I was at work.

“That evening, I told Kevin I wanted to talk with him about something. I told him, ‘You’ll probably say no, but hear me out’.”

Courtney proposed traveling and working at the refugee sites near the Poland-Ukraine border. They would use the money saved for vacation and other plans to finance the trip.

“My thought was, I would hope if we were in that situation, somebody would help us,” she said.

The couple launched a whirlwind effort. They initially contacted a relief agency but decided it would work better to depart immediately on their own and go wherever they were needed once they arrived.

They decided going into Ukraine was too dangerous, so they located Polish border towns.

Once in Poland, they stayed in a small city while commuting two hours each day to the border town accepting refugees. The Opsahls witnessed military transport planes constantly arriving and departing with relief supplies from the United States, Canada, France and the United Kingdom.

The Opsahls downloaded a trans lation app for their stay, but they immediately ran into an American — “Breaking It Down” radio show host Frank MacKay.

“Frank’s show is syndicated on more

than 120 U.S. stations, and he was there to investigate things, from the war to refugee issues,” Kevin said. “He asked what group we were with, and we said, 'We’re not with anyone, just a group of two trying to make a difference.'”

Upon arriving at the Polish border town’s train station, the Opsahls encountered chaos. The exodus of refugees had intensified as the Russians bombed numerous Ukrainian civilian areas.

The Opsahls were initially assigned to a nursing station to help treat the injured. But then they were called back to an empty mall converted into a major refugee station. They worked the 5 p.m. to 5 a.m. shift, which became overwhelmed with the exodus arriving at an unex pected time.

“We had only five volunteers over night, but most refugees came at that time,” Courtney said. “We had 8,000 to 12,000 refugees that came every 24 hours, just at our settle ment area.”

Thousands of refugees arrived in a short time in city transport buses, large commercial vacation buses and other vehicles. At one rest stop, 40 buses were parked in a row.

The World Central Kitchen relief organization set up multiple serv ing lines both in the mall and its parking lot. Workers served meals, beverages and even dog and cat food for pets around the clock.

A tent city served as a checkpoint, registering the arrivals and assign ing them to areas. In time, each storefront was designated as the

gathering spot for refugees traveling to a particular country. The Opsahls did whatever was needed, from hauling pallets of supplies to clean ing toilets.

In the midst of the human despair, the Opsahls learned authorities were concerned about another threat — human trafficking and kidnapping of children.

“The [Ukrainian] president ordered any male between 18-60 years old to stay and fight in the military,” Kevin said. “All we saw for refugees were men and women over age 60 and young women with kids. They were open season on human trafficking, which is about as evil as you could get.”

The arrivals included not only Ukrainian but also Russian refu gees, the Opsahls said. Authorities

watched for Russians who might dress in Ukrainian military uniforms or other clothing to infil trate the settlement camps and kill major numbers of civilians.

Tensions remained high, Kevin said, describing an encounter with an officer. “I took two steps toward him to ask a question, and he took two steps and put his hand on his revolver. I thought, ‘Whoa!’ and stepped back,” he said.

The Opsahls told of a young Ukrainian mother who walked to the Polish border, pushing her 18-month-old baby in a stroller through woods in sub-freezing weather because she was scared of walking on the roads and being kidnapped or killed.

A relief worker located the woman and sick child, safely transporting them to the refugee checkpoint. She was far from alone, as fire and ambulance crews swept the area offering rides to those who felt it was unsafe to walk along the roads.

“They offered to carry the bag of an older woman, but she just clutched it tightly because it was everything she had,” Courtney said. “But other times, people just left strollers or other things behind because they no longer needed them or couldn’t continue with them.”

Kevin described the emotion of reunited families. “They were so exhausted and relieved that they fell in each other’s arms. They never knew if any of them would be killed or if they would ever see each other again,” he said.

The entire relief operation became

more streamlined each day with the arrival of massive amounts of supplies, Kevin said. The Global Aid International Network (GAIN) brought technology, which provided a greater flow of notifications and other information.

“You would notice all the little stores had flat screens and technology where refugees could interface with the registration and organi zations,” he said. “And with all the languages spoken, Google Translate became everyone’s best friend when asking questions on where to get something.”

The incoming refugees had expected to board another bus for their destination or take the free Polish trains to Germany or other loca tions. Instead, they waited days for processing and transportation. The mall was filled with 1,000-2,000 cots. A woman in her late 80s or early 90s slept on a cot for five days until she received a mattress, the Opsahls said. Others slept on mats or in chairs.

volunteers. “It was their little piece of normalcy, something positive,” Courtney said.

Kevin struck up a friendship with a Ukranian boy, about 6 years old, who was looking down on the sea of humanity with his nose and hands stuck against the glass.

“I could tell this little boy was studying things and trying to figure

a hug?’ He gave me a full-on hug and I rumpled his hair,” Kevin said. “When they left, I had to go behind the bus and cry because I was so moved by this little boy. All I could say was, ‘Thank you, God.’ I’ll never forget that moment. It’s burned into my head for the rest of my life. I’ll always wonder what became of him, but he’s going to do special things in life.”

You could say it all began with a child and ended with a child.

out what was going on,” Kevin said. “I went up to him and, on my side of the window, put my hands on top of his. At first, he pulled back and looked at me, like he was wondering who I was. But then I smiled at him and he went from ‘Who are you?’ to flashing a big smile at me.”

On the final night of the Opsahls’ mission, they were reminded of the grow ing danger. The Russians bombed a Ukrainian mili tary base three miles away, and the U.S. and other military presence intensi fied at the border.

Kevin admits a bit of “survivor’s guilt” remembering those who remain behind. However, the Opsahls express only deep satisfac tion in helping those in need.

The mall’s large central area was converted into a recreation area for children to play soccer with

They later reconnected when the little boy and his mother were standing near a bus. To Kevin’s surprise, the little boy handed him a bottle of chocolate milk, and Kevin handed him a package of peanut butter and crack ers he had stashed in his pocket. They exchanged smiles and a double fist bump.

“I asked, ‘You want

“We went because of seeing the crying youngsters on television, and I will always remember the little boy I befriended who even gave me his chocolate milk,” Kevin said. “You could say it all began with a child and ended with a child.”

This article was originally published in the Yankton Daily Press & Dako tan on March 18, 2022. Republished here with permission of the original author and publication. Redistribu tion without similar permissions is prohibited. The author can be reached at Randy.Dockendorf@Yankton.net.

The Complete Guide to the Next Generation of Successful Cremation and Funeral Home Websites

by Jake Johnson,

Funeral Results Marketing

ong before the pandemic, there was talk about the future of funeral service and how they are on their way to replacing in-person interactions with tasks that could be easily done online. Unfortunately, with how COVID-19 changed the game for businesses overnight, our profession wasn’t set up for success to handle the changes that were brought with this chal lenge. It simply came down to the lack of resources available to connect people.

In fact, when experiencing loss during the pandemic, many reported missing the opportunity to gather with their loved ones. In speaking to families during these trying times, many feel they were simply robbed of the ability to participate in the grieving process.

The need for technology that allows people to connect and tune into these end-of-life ceremonies, share the stories, plan, grieve, send gifts and more, is still in demand even today. It all starts with a solid website that will not only market to new prospective families but can be used as a tool to participate in the entire end-oflife planning process and journey.

Abandoning How We Have Viewed Websites

To succeed in this next phase of the funeral profession, it’s important for a mindset shift to happen among owners and operators in our space. That’s easier said than done but rather than just using our websites as a tool to promote ourselves, we have to keep the customer experience at the forefront of all of our planning efforts. This means really picturing what today’s family needs from our profession and applying that to our websites.

Here are some things to consider:

Appearance matters

In this digital age, visual appeal is definitely a factor. You only have one chance to make a good first impres sion. Now more than ever the first impression isn’t coming from a phone call, it’s starting with the homep age of your website.

A solid appearance instills confidence and trust in your business. In fact, 50% of internet users say design is a critical element when it comes to starting an opinion

about a business. Design is not something you are going to want to take lightly when it comes to your website so be sure to invest wisely.

Ease of use

Carefully thinking through our navigation options is a must. It’s super easy to jam-pack your website with content but having too many things to say can easily cause you to lose potential families who are looking for information quickly.

Making sure your navigation supports the main thing people are looking for will not only keep people on your website longer but heighten your chances of working with that family, too. It’s critical to really think through each person who might use your website – families who are looking for services, families who are using your services, and extended family and friends looking for information, etc.

Here are some non-negotiables that need to be included on your website:

• Service Offerings: Organizing your offerings into

good, better and best will help the decision-mak ing process for families by keeping it simple.

• Merchandise/Online Store: Less is more here. Remember, more than 9-15 options causes deci sion fatigue. Keep it simple. Include options such as à la carte urns, jewelry, fingerprint jewelry, etc.

• Additional Services: Here you will offer your death certificates or mention other special add-on options.

• Options and Upgrades: This can include options such as cremation witnessing.

• Obituaries: This is a great way to help the families you serve get the word out about a loved one's death.

• Pricing: Many are hesitant to post their prices online because they are afraid they won’t have the opportunity to justify it. However, this is oftentimes one of the first pages visited and families would prefer transparency over having it be a mystery.

Remember your website can never be too simple. Get many opinions about navigation before you go live. If the majority of people have a hard time finding the key

elements, continue to re-establish your navigation until all your testers find what they are looking for.

Replacing In-person Behavior with Online Activity

Sadly, in the funeral space we are behind in this think ing. People go about their daily lives doing almost everything digitally, so why would planning and paying for an event be any different? This includes making payments, sharing obituaries, doing research, shop ping, reserving dates, buying flowers and more.

At the end of the day, you’ll still have customers who want to have in-person interactions. However, more and more customers prefer a complete online experi ence. If you want to remain relevant and cater to what today's customer wants, this shift is crucial to the future of your business.

Going Above and Beyond

There are elements of a great website that are nice to have (not necessarily need-to-have) that can sweeten the deal for your families, and make you look like a one-in-a-million option:

• Blog Posts: These are truly a win-win for every one involved. Not only can they be a super help ful resource for potential families that visit your website, but they can also help with SEO and rank ing for keywords if you incorporate a well thought out strategy.

• Tribute Condolences: This can look like a fully interactive online space that gives users and their communities the ability to post comments, videos and photos, make donations, and more.

• Electronic Document Signing: This is just one more way to make your life as well as the families’ lives easier.

• Chat Bots: Including these on your website is a helpful way for users to get information fast with commonly asked questions that can be powered by an online answering service. (Specific questions can be directed via email if the chat service cannot answer them.)

Where Should You Start?

Website projects big or small can be super daunting. We recommend starting with the most pressing parts of

the website that are really going to make a difference for your user’s experience and educating families. Here’s where we recommend you begin:

• Brand: This includes a cohesive look and feel, establishing your mission/vision and clearly defin ing what you want people to remember about you.

• Function: Evaluate the current functionality of your website and write down where you would like to see improvements. Is it optimized for mobile? Can users easily find information they need? A lack of functionality and missing information can lead to distrust.

• Content: Remember, less is more. Giving your audience enough information without giving them too much is critical. Consider hiring a content writer to help you boil down your main points.

• Searchability: You could have some of the great est, most compelling content out there, but if it’s not found then what good is it? Making sure you are strategically placing keywords, linking to rele vant content, and adding in the right meta tags will help your hard work get found.

• Findability: A good user interface design would include a search bar allowing the user to search terms from within the site as well as an advanced search option, which locates complex terms. Sort ing can also help in bringing relevant pages to the top of a search from within a website.

Don’t Go About It Alone

We like to say, “Rome wasn’t built in a day.” The same goes for your website. Little changes here eventually add up and make a huge difference. The good news is it doesn’t have to all fall on you. Seeking out website experts to guide you to make the best possible deci sions to future-proof your website in conjunction with the best possible user experience will separate the next generation of successful websites.

As President & CEO at Johnson Consulting, Jake John son's strong foundation in accounting, financial analysis and EBITDA forecasting is complemented by technology savvy and broad general management qualifications in business development and operations.

Don't Leave It For the Next Guy!

By Rory McKeown, Dodge Company

Asembalmers, we don’t know what will be wait ing for us on any given day. This is one of the nice things about what we do. Every case is different and challenges us in different ways.

Working in a funeral home we are normally able to follow up on our own work, but there are times when, for whatever reason – a day off, a ship-out, a trade case –we may not be the one to complete the preparation, dressing and casketing of that individual. On a normal case, there is usually no problem. We leave a body that is embalmed, clean, dry and ready to cosmetize and casket. There is a different challenge when we are confronted with a case requiring much more time and attention and we know we aren’t going to be the one doing the final work.

What are we “leaving for the next guy”? And if you happen to be that next guy and know there will be a ship-in waiting in the morning, I think we all feel that little, “Oh, boy what am I in for?” pop up in our heads from time to time. A body that is ready to dress with no complications is normally what we expect at that point, so we always go to the lengths required to provide that service to the next guy. Proper closure of any areas of trauma either from autopsy or donation are essential,

so I wanted to take a look at final closure on some of these cases.

Not long ago I got a call from the organ procurement organization (OPO) in my territory asking if I could embalm a case for them. I was going to be in the area, so I told them I’d take care of it. Knowing ahead of time what you’re walking into is always helpful. When I arrived at the funeral home, I found the case to be a bit more challenging than I had originally anticipated.

The prior evening, the funeral home had received a 29-year-old woman who had been killed in an auto mobile crash. She had been autopsied and had several facial lacerations from the accident. Fortunately, these weren’t severe but they were located on highly visi ble areas of the face. The body was well embalmed, so my main concern was to be sure there would be a completely sealed, leak-proof individual for the funeral home personnel to dress and casket for viewing the following day.

I swabbed the facial lacerations with Basic Dryene to bleach and cauterize the tissue. I also injected Basic Dryene around the eyes, where there was a bit of bruis ing. I normally use seven-cord waxed linen ligature. It comes in handy in cases like this, where I didn’t have any

dental floss and neither did the funeral home. To treat the small laceration on the forehead and cheekbone, I pulled apart the seven-cord thread and separated it into smaller thread for use on the facial lacerations. I used two or three strands of the seven-cord thread and a number 12 or 13 - 3/8” curved needle. The waxed thread helps keep the ligature manageable.

In this case, I knew the embalmer would be finishing up the following morning, but in some cases, we don’t know who the next person responsible for the care of the remains is going to be, especially in the case of a ship-out. Another question is, concerning restorative work, how far do we go as the shipping funeral home? Do you do final wax and cosmetics? Do you suture lacerations and bleach discolorations to the point where the body is ready for final restoration and cosmetics? In this case, I left the embalmer with dry embalmed tissue, ready for wax over the minor facial lacerations.

Upon completion of the embalming, the closure of the calvarium and the scalp can be a challenge, depend ing on the trauma involved in the autopsy, how high on the head the incision was made, the condition of the remains, and thickness of the scalp.

The cranial vault should be thoroughly dried. I normally fill the foramen area with Inr-Seel to help prevent any future problems with that area. A scoop of autopsy compound or Viscerock, along with Dodg eSorb will help to dry the area and prevent leakage. The cranial vault should then be packed with absorbent cotton, Webril or DodgeSorb pads.

For securing the calvarium, I like to use skull clamps if I have them on hand. It only takes a little time, and it secures the calvarium completely. Depending on the skull cut done by the pathologist, a snip can be used to remove the tip portion of the skull left behind on a Z

type cut. This will provide access for the screw in the calvarium clamp. If a more traditional calvarium cut is employed, a moment with a Dremel type burr or a 1/4" round file provides access for the screw. Application of Inr-Seel around the screw head and clamp makes it easier to hide. This can sometimes be a concern on severely emaciated cases.

I keep a supply of thick rubber bands on hand that I use for holding the calvarium in place if I don’t have skull clamps. The rubber band is tied to one temporalis muscle, then attached to the opposite temporalis, creat ing a secure flexible “belt” across the calvarium. The rubber band can be adjusted forward or further back if needed. The same effect can be achieved using ligature attached from side to side to hold the calvarium in place.

Many embalmers today have gone to using Aron Alpha Gel, Tech Bond, or a similar higher viscos ity adhesive to hold the calvarium as their final closure. This method works well, but care needs to be taken to treat and dry the edges of the skull where the adhesive is to be applied to both surfaces. Whichever method you choose, be sure the calvar ium is securely in place. The person following up on your work may be a thousand miles away if it’s a shipout case, and once the remains have left your posses sion, we want to be sure everything is tight and secure.

As they begin to work on the cranium, most embalmers will reflect the scalp forward out of the way. Normally I swab the interior and edges of the scalp with Basic Dryene to cauterize and dry the tissue while I’m doing other things. Be sure to apply Kalon Massage Cream to the face to protect it from any residual contact with the Basic Dryene. This is a good precaution when prepar ing a body for a minimum preparation, or viewing for identification by the family, when the body is not

When I arrived at the funeral home, I found the case to be a bit more challenging than I had originally anticipated.

Embalming

going to be embalmed, but will be viewed. These unem balmed viewings for family identification can be chal lenging cases since the embalmer isn’t able to dry the body through arterial embalming but still need to have dry tissue that doesn’t leak during the viewing. Plenty of absorbent powder would be advisable.

Prior to suturing I apply a coating of SynGel HV to the scalp to help preserve the tissue from the inside. The cranial cut line should be coated with a liberal amount of Inr-Seel to prevent the possibility of leakage from the back and to help form a natural look to the forehead while suturing. On a thin person, the scalp may be very thin, so a larger amount can be used across the fore head to ensure a smooth appearance.

While suturing the scalp, injecting a mortuary putty such as Inr-Seel into the incision every two or three inches will help to ensure a leak-proof seal. The heavy compound injector makes the operation much easier than getting the product into the incision with a putty knife or a finger. Continue to back up the suture with the Inr-Seel all along the way until the end.

Using this method on suturing any incision is good practice, and swabbing with a cauterant like Basic Dryene or Dryene II, then finishing off the suture with a backup of Inr-Seel, will prevent leakage and prepare the incision for coverage if need be. Enough Inr-Seel to cover the incision can then be spread over and feath ered with a wet gloved finger to hide the incision. When completely dry, a layer of Pore Closer can be applied to help seal and prevent cracking. A blow dryer can speed the drying time of the Inr-Seel, but if it’s too hot the Inr-Seel may crack.

Donor Cases

As we see an increase in donor cases, we are also seeing the results of the more extensive procurements. With full sternums and spines being procured, as well as the deep tissue skin procurement, it’s obvious that with a larger portion of the body being utilized, there is a greater chance of leakage. In an extreme case, a full sternum procurement may have taken place, along with an autopsy, as well as skin procurement from the back and the front.

Embalming

All the raw exposed tissue in these cases must be thor oughly dried and preserved. Once that is accomplished, the exposed areas need to be dried and wrapped. If needed, a final coat of preservative or cauterant can be applied to the raw tissue before it is wrapped in Webril cotton followed by shrink wrap. I know many embalm ers are using the absorbent pads we get from hospitals as a final closure on backs and legs where a deep skin procurement has been performed. This can be a good method since the fabric can be sutured directly to the body, providing that the entire area of the back has been cauterized and dried.

There are times when placing plastic garments on the bodies can be a challenge. When a full thickness skin procurement of the back has taken place, we often find that the incision has been made quite high on the back. When we put on a unionall, it often can’t be stretched high enough to cover the area without tearing it in some other place.

A shirt jacket will easily eliminate any of those prob lems. You can adjust it as high as needed, and the sleeves are a bit longer, so the length needed to cover any procurement from the arm is normally available.

Often that isn’t the case with a unionall. When used with capri pants, you essentially have full body cover age that’s easier to manipulate and adjust. Additional embalming powders placed in the plastic garment is just another form of insurance.

Legs

When full thickness skin donation has occurred on the legs, there are multiple options, depending on the extent of the procurement. Often, procuring most of the leg tissue, along with the long bone procurement, is normal procedure. Full thickness skin procurement is an additional consider ation. Once embalming is complete and all the tissue is dry, any exposed area should be treated with a preser vative gel and covered with an absorbent cover, as discussed earlier.

In states where the artificial arteries are being used, the OPO should also insert an ample quantity of Bulk Cavity Filler. The product will absorb and expand to help keep the embalming chemical in contact with

the underlying tissue and help prevent leakage. If the bulk filler isn’t used, the embalmer is essentially creating a “water balloon” of embalming fluid in the leg and hoping the suture placed by the OPO will be leak-proof. These artificial arteries obviously can only be used when there has been no skin removal from the legs and a tight suture is possible. Hypodermic treatment of any muscular tissue left behind will still need to be done. Sealing the incision would be a consideration, but unionalls or capri pants would be essential, along with an additional drying compound such as DodgeSorb for additional leak insurance.

When we have done our part embalming a case that we know someone is going to follow up on for us, it’s a good feeling going home confident that what started out as a difficult case is now well embalmed, dry, sealed and ready for the next professional to take over.

In the case of this young donor, the family was able to have the viewing the following day and the funeral director was pleased with the end results.

Rory has been a licensed funeral di rector and embalmer for over 30 years. Since 2013, Rory has served as a sales representative with The Dodge Company, covering Arizona, Colora do and New Mexico. Rory spent much of his funeral directing and embalm ing career in the Chicago area.

The Dodge Company is proud to be an OGR Endorsed Supplier, and supports the membership with contributions toward OGR's continuing education programs.

Members are also able to get a 25% freight discount on eligible product purchases over $300, and a 50% freight discount on eligible product purchases of $500.

OGR Welcomes 3 New Supply Partners

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All CareNotes proceeds support the prayer and work of the monks of Saint Meinrad Archabbey. Learn more about our mission at SaintMeinrad.org.

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Funeral Professionals Insurance (FPI)

Funeral service professionals have unique insurance needs. Chris J. Boots, past president of the Casket & Funeral Supply Association, is available to help you with your insurance needs, whether personal or professional, leading the funeral profession-specific division with more than 25 years’ experience.

We serve our clients by creating a customized & comprehensive insurance program that will protect your business providing the BEST COVERAGES available. Our responsibility is to serve you in selecting the right insurance for your business at the most competitive price. We pride ourselves in helping you so you are comfortable with your insurance coverages and may rest easy as you work day to day in running your business.

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Owner Patrick Rogan has over 25 years of experience helping companies large and small with all of their HR needs. Available by the hour or on a long-term contract, Ignition HR can assist you with everything from HR compliance, employee manuals, new employee onboarding, staff training and employee termination assistance. Patrick aims to understand the needs of your funeral home and help you identify the best solutions to align staff to business needs.

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F R E E T R I A L

News from OGR’s Supplier Network

Messenger acquires Thumbies® - The acquisi tion was announced in September but fulfilled at NFDA's convention in October. Customer service calls continue to be managed by the respective teams. Messenger can be reached at 800.827.5151; Thumbies can be reached at 877.848.6243. MessengerStationery.com | ASD unveils text platform for communicating with at-need families - When handling a first call from a family member, NEXT STEP Text™ will offer to send the caller a text from your funeral home including next steps the at-need family can expect in the funeral planning process. This is meant to answer their questions and address any concerns while they wait for a return call. It can be customized to include a link to any page on your website. ASD is providing this feature at no cost. MyASD.com | Passages launches GeoTag map program Where do families go to pay respects if they select cremation and scatter the remains? Passages Inter national's new online Memorial GeoTag Map allows fami lies to mark the exact location of scattered remains, buried remains or any location they hold dear as a memorial for their loved one. A majority of Passages' products now come with a unique GeoTag code allowing families to pin a location on the online map and create a memorial page through their website in honor of their loved one. PassagesInternational.com | C&J Financial releases Quick Claim™ mobile app - The new app provides much of the same functionality as C&J's online Assignment Funding Management System. Users can submit, track and manage their insurance claims from any smartphone or tablet. You can also upload docu ments to an assignment by taking a photo, check claim status in real time, communicate directly with the claim's processor, update or modify assignment information, review specific requirements on each assignment and determine the assign ment fee before submitting with the simple fee calculator. CJF.com | Green Burial Council certifies 2 Starmark products - The council is a nationally recognized

non-profit organization that enourages sustainability in the funeral service profession. Certification is awarded to funeral providers demonstrating compliance with the coun cil's standards designed to create sustainable practices and preserve and steward land through burial. This certification is for Starmark's Nature's Way products, specifically the Natural and Terra green burial and cremation containers. StarmarkCP.com | Davis Whitehall® adds contoured metal engraving The new 3D technol ogy allows for the engraving of text and clip art images onto metal urns following the shape of the urn, creating a unique memorial option. Design@Davis-Whitehall.com | The Memorial Classic reaches $1 million in dona tions - The annual golf event organized by Johnson Consult ing Group brought in $210,000 this year, bringing the grand total to more than $1 million over the past 40 years. All donations go to the Funeral Service Foundation's Academic Scholarships and ICCFA's Funeral Trust Foundation, provid ing educational opportunities, scholarships, supplies and more for those entering or furthering their education in funeral service. FuneralServiceFoundation.org | Potter joins Passages International as sales rep Kerry Potter joined Passages' sales team in July, managing outside sales to wholesale customers, including funeral homes, cemeteries and more. She began her career in funeral service with her own natural burial boutique selling earth-friendly burial products. As an executive for a radio station in New York, she hosted a call-in talk show focused on green burial trends and services. Potter is a certified life-cycle celebrant and hospice volunteer. PassagesInternational.com | Dries joins Express Funeral Funding Makenzie Dries is the company's new marketing and public relations coordina tor. She will lead in media planning, social media campaign management and support sales efforts across multiple plat forms. ExpressFuneralFunding.com

These select Above & Beyond comments are about members who have received outstanding comments on Family Contact surveys for providing exemplary service and going above & beyond expected service levels. These members are now eligible for the Exemplary Service Award.

Stewart Family Funeral Home Tyler, Texas

Our funeral director, Tommy Stewart, was absolutely incredible! He went above and beyond to provide everything we needed. He was very in-tune with all details and was very compassionate. We were extremely happy with Tommy; he made the process so much easier than we expected.

Kroeger Funeral Home Inc. Logansport, Indiana

Always wonderful experiences with Kroeger Funeral Home. Having worked with a church office for 42 years, I have dealt with all of the funeral homes of Logansport & I would not go to any other funeral home. The staff here pays excellent attention to detail and Paul is very kind and compassionate. All went very smoothly, and we were very pleased. Bill went the extra mile in using a photo of the Burkhart Homestead as the cover for the funeral folders, which means so much to us!

Heafey-Hoffman-Dworak-Culter Mortuaries

Omaha, Nebraska

The staff is credibly competent, kind and supportive. They are specialists in every category! Bill Cutler is beyond knowledgeable, respectful and pays as much attention to detail as possible. He is outstanding! My father looked beautiful in the casket, very peaceful as if he was sleeping. I wouldn’t change a thing!

Wenner Funeral Home Cold Spring, Minnesota

The staff was very helpful – answered all questions, guided us and were so very patient. They were very

RULE

pleasant and comforting to have around. We received many compliments on what a lovely visitation, service and reception we had to honor our mother. Our mother had a beautiful funeral because of the Wenner staff!

Brunswick Memorial East Brunswick, New Jersey

Jonathan was very easy to work with & very accom modating as well as the rest of the staff. Each was very clear they were there in service to our family in our time of need. Was very comfortable with Jonathan’s easy & calm manner along with his willingness to do what was necessary to make sure the whole process was supportive and didn’t create further grief. I would highly recommend Brunswick Memorial to anyone.

Lewis Funeral Home Milton, Florida

My wife’s funeral was handled as well as possible. The timeliness, kindness and professionalism were outstanding. David handled the details with my wife’s ashes and had answers to all my questions. He made this difficult event much easier to accomplish. The funeral director was always available when needed, provided us with all necessary information and had excellent staff assistants. I can’t think of one thing to improve upon.

Osborne Funeral Home Williamsport, Maryland

Osborne Funeral Home has been our family funeral home of choice. They have wonderful services, understand family needs and they are willing to go the extra mile. The funeral director was helpful coor dinating arrangements with the deceased. I wouldn’t do anything differently; the needs of my daughter were honored.

Proko Funeral Home Kenosha, Wisconsin

100% of our experience was with Stacy Motion. She is the most compassionate, professional person we have ever worked with – her spirit is so soothing & kind. Mrs. Motion made this difficult time more bearable. She brought the appropriate humor to the planning. She is gifted because she knew just when our family needed comfort. We wouldn’t change a thing!

As funeral directors are forced to change the way they do business in the wake of the pandemic, feedback from the families you serve is more important than ever - and you can get it even faster if you encourage families to fill out the online form instead of using the paper form.

Not using online forms yet? Contact Hannah Fetterhoff at HFetterhoff@OGR.org to get your funeral home’s custom link.

The Family Contact Program is a FREE member benefit that is simple to use and offers valuable information on your funeral home’s operations, ser vices and staff through surveying families you’ve served. Join OGR’s Family Contact Program today and you could be one of next year’s Exemplary Service Award winners. For more information or to sign up, visit OGR.org/Family-Contact-Program or contact us by email at FamilyContact@OGR.org or (800) 637-8030.

FAMILY CONTACT

Simplifying Cremation Choices for Families

by Marty Strohofer, Matthews Aurora

Whattype of cremation provider are you?

With cremation rates typically exceeding 50% in most markets, the deathcare land scape has largely divided between two poles: low-cost, direct cremation companies and more traditional full-service funeral homes that also provide cremation.

Chances are, if you are operating a low-cost, direct cremation business, you’ve already worked to simplify the process for families. You may offer online purchas ing and have likely limited families’ choices to just a few, low-frills options.

But if you’re operating a more traditional full-service funeral home, how do you provide cremation services to families? How do you compete against a low-cost, direct cremation business in your area?

Well, the good news is that you should be serving a larger market of consumers. If you review any of the consumer research published by leading associations or industry groups, it’s clear that the great majority of families who prefer cremation as their means of dispo sition, do not want an immediate cremation with no service or remembrance. Typically, survey results show

that only about 10-15% of consumers prefer what many of us call a direct cremation.

So the overwhelming majority of individuals who prefer cremation want some type of remembrance, some type of service that honors their memory.

Advantage: traditional funeral home?

Well, maybe.

Families who prefer cremation typically cite the perceived lower price as one of the primary reasons, but it’s certainly not the only reason that families choose cremation. The other top reason cited is that cremation is perceived as “simple.”

So, how “simple” do you make it for cremation families – or any family for that matter – to make appropriate and meaningful selections that meet their need for remembrance?

Cremation typically provides families with more choices than traditional full-body services. Gener ally, traditional services tend to occur within a few days of the time of death, whereas a service held after the cremation process could happen at a more convenient time for the family.

cremation. Here are a couple of good conversation starters:

• Do you prefer to offer friends and extended family the opportunity to say goodbye and offer their support?

• Do you prefer to conduct ceremonial services at a church or place of worship?

• If family and friends are coming from a great distance, do you prefer to arrange a memorial service following the cremation?

Based upon the responses to these questions, you can help steer families to the most appropriate or meaning ful type of service. But how do you describe the services that might closely meet their needs? What is the tool that you use to present cremation choices to families?

You must present families with the General Price List, but you can also simplify the presentation of crema tion services with a simple cremation arrangement guide.

What is a cremation arrangement guide?

remembrance.

Certainly, you could honor someone’s wishes for cremation while still having a more traditional fullbody viewing that other family members might prefer. And the choices for disposition, or final resting place, of the cremated remains are much more plentiful than with a full-body interment.

It seems a bit ironic that many people who prefer cremation because it’s simple, often have more choices and more decisions to make.

Important Arrangement Questions to Ask

A few clarifying questions can go a long way toward helping simplify the choices for families who prefer

Many traditional funeral homes have found great success with using an arrangement guide brochure that simplifies the service choices for families by describing the type of services that cremation families most typically choose from your funeral home.

Matthews Aurora has been helping funeral profession als develop effective cremation arrangement guides for nearly two decades. In this process, we have found best practices that help simplify the process for families and funeral arrangers, while also creating more service revenue for firms that utilize this approach.

Cremation Services That Work

Funeral homes that have had the most success with these simplified arrangement guides present four service choices:

The overwhelming majority of individuals who prefer cremation want some type of

1. Community Gathering: a public visitation service followed by the cremation process. For many funeral homes this may be a two-day service at either the funeral home, church or place of worship.

2. Single-Day Gathering: a public visitation service followed by the cremation process. For many funeral homes, this type of service occurs in the same day, or perhaps only at the funeral home location.

3. Friends and Family Goodbye: a memorial service that often occurs after the cremation process. This is typically a public memorial event that often becomes more of a life celebration and could be held at the funeral home, a church or some other meaningful location.

4. Private, Informal Goodbye: a private viewing or identification followed by the cremation process. Based upon the family’s answer to the questions above, their preference for one of these types of services typi cally starts to emerge but presenting all these options helps to educate families to make the best choice for remembrance with cremation.

You may be wondering, what about the choice for direct cremation?

Of course, your funeral home can offer a direct crema tion service as described in your GPL, but we have found that when families are shown these four choices, they rarely ask about a direct cremation. The key to this is the fourth service option – the private, informal goodbye.

You’ve probably heard on more than one occasion the family that says, “Mom (or Dad) didn’t want any kind of funeral or service. They said to just cremate me and be done.”

You may have also heard the same family say, “But is there a chance that someone could see mom (or dad) before the cremation, just to see them and say goodbye.”

In talking with hundreds of funeral professionals, we

all want to help the family say goodbye in a meaning ful way. But too often when a family says they want no service but they do want a short goodbye, you may have seen that turn into a dozen people and a couple hours of saying goodbye.

By providing an option to families for a private, infor mal goodbye, you have a documented solution for families who didn’t want a service but want an oppor tunity to say goodbye. The satisfaction of that family – stated or unstated – increases dramatically as well as their grief journey.

Simplify, Then Surprise

Consumers who prefer cremation overwhelmingly want to be remembered. Traditional funeral service providers are better positioned to provide that type of experience than low-cost direct cremation providers.

You can simplify the process for families, but then surprise or delight them with the personal touches while providing a place for family and friends to gather, remember, offer support and start to heal from their loss.

The funeral service providers who can make it easy for families while also providing a level of care and heal ing are in the best position to succeed with cremation families.

Marty Strohofer is vice president of marketing and product development for Matthews Aurora™ Funeral Solu tions. For 20 years, he has assisted funeral professionals in implementing technology, marketing and merchan dising solutions. Matthews Aurora™ Funeral Solutions is an OGR En dorsed Supplier. Members can learn more about the products, services and technology solu tions offered by MAFS at MatthewsAurora.com.

What is the Matthews Aurora™ Difference?

We provide solutions that help you grow your business. Of course, we deliver the broadest selection of high-quality products when you need them. But we also provide solutions that help you serve the evolving needs of families in today’s digital world. Our Funeral Service Consultants tailor programs to meet your needs and partner with you to ensure that we are delivering the results that you expect.

Discover Matthews Aurora™ Funeral Solutions. Please contact us at 1.800.457.1111 to be connected with your Matthews Aurora Funeral Service Consultant.

MAFS-9992-2022 © 2022 Matthews International Corporation, all rights reserved. MATTHEWS® and MATTHEWS INTERNATIONAL® are registered trademarks of Matthews International Corporation.

IF you want a partner deeply invested in the future of your business.

Young Professional Spotlight:

Kristina Lindmark

Kristina Lindmark is a 37-year-old embalmer and reconstructive survery assistant at Post Mortem Restituo in Malmoe, Sweden.

How long have you worked in funeral service?

I have been in this business since 2017, so a bit over five years now.

Why did you begin working in funeral service?

I met Jerry, my spouse, in 2017 and he introduced me to the job. I immediately felt like this was the right job for me and I wanted to learn more about the job and the ability to make someone, who is unknown to me, into the person everyone remembers and misses.

What is the most rewarding part of your occupation?

Being able to help and assist families through a very difficult time in life. That is a blessing with this occupa tion, and I find everything about it rewarding.

What are your professional goals?

My professional goals are to steadily develop and improve my skills. Never settle with the knowledge I have, but strive after new and better ways to do my work. There is so much to learn in this profession if one is only willing to absorb knowledge.

I never give up and I never say no to a job. I had a dece dent who had been dead for four weeks and for obvi ous reasons had started to decompose. I succeeded in embalming the body, with my own embalming cock tail, so the body was in the condition the deceased had just before death occurred.

What are some important/notable trends that you have noticed in funeral service?

More often people are choosing a cremation. Stream ing the ceremony is more common today than before COVID-19. People want their funeral to be a

What are you proud of that you have achieved so far during your career in funeral service?

Kristina Lindmark is an embalmer and reconstructive survery assistant at OGR member firm Post Mortem Restituo in Malmoe, Sweden. (photo provided)

“celebration of life” instead of “mourning the deceased,” especially with the younger generations, and there is an increased degree of personalization.

How do you spend your time outside of work? Is there anything in particular that you enjoy doing?

I love to travel and do that as often as I can. We have two horses and the time in the stable gives me new energy. I really value spending time with my family members and friends. Going to the cinema, theater, concerts and opera are also some of my favorite things to do. I am also a member of the Rotary Club and different orders in Sweden.

What are three of your personal goals?

1) I would very much like to work as an embalmer in the U.K. or U.S.

2) I want to go to the U.S. and finish my PM recon structive surgery education.

3) I want to go to Germany to Gunther von Hagens, to learn more about human remains and plastination.

Who or what inspires you?

What is one thing your peers would be surprised to know about you?

I started my adulthood by studying law and finance. What is one thing that you think is just “golden,” wonderful or exciting?

Being able to sit down on our porch on a rainy day, drinking hot chocolate and just listen to the sound of the rain.

What do you value most about OGR?

Kristina

Jerry, my spouse, inspires me every day. He has happily taught me everything he knows about embalm ing and reconstructive surgery PM. He always guides me in the right directions and is always by my side and wants me to be the best version of myself.

I want to become as good as he is when it comes to teaching others.

What is your favorite phone app?

It´s hard to choose just one, but my top four are: Spotify, Chemistry, Complete Anatomy and Netflix.

I value that OGR pledges to help meet the needs of those in grief despite faiths, creeds and customs. And that you always provide to have the highest level of competence and care.

The organization as a whole tries to ‘follow the Golden Rule.’ What other words do you try to live by?

Three, for me, very important mantras: “You must be the change you wish to see in the world.” - Mahatma Ghandi

Kindness is loaning someone your strength, instead of reminding them of their weakness.

“If we want to reach the people who no one else is reach ing, we’ve got to do things that no one else is doing.” -Andy Stanley

Kristina with her spouse, Jerry, who owns OGR member firm PMR Post Mortem Restituo Sweden AB (photo provided)

and her spouse, Jerry, attending the ceremony and ball of the Order of the Great Amarante at the Grand Hotel in Stockholm. The order was founded in 1653 by Queen Christina of Sweden at Epiphany. (photo provided)

Celebrating Milestone Anniversaries

COMPANY PAGE CONTACT PHONE EMAIL WEBSITE

Access Financial Group 54 Chris Chigas 800.487.8220, ext. 8233 CC@AFinancial.com AFinancial.com

American Macular Degeneration Foundation 19 Chip Goehring 888.622.8527 AMDF@Macular.org Macular.org

ASD - Answering Service for Directors 30 Kevin Czachor 800.868.9950 Sales@MyASD.com MyASD.com

The Dodge Company 27 Timothy Collison 800.443.6343 TCollison @DodgeCo.com DodgeCo.com

The Foresight Companies 11 Chris Cruger 602.274.6464

ChrisCruger@ TheForesight Companies.com TheForesight Companies.com

FuneralClicks 47 Mike Hepburn & Stephanie Reid 613.328.9422 Mike@ YourSocialStrategy. com FuneralClicks.com

Funeral Home Gifts 61 Karl Weisenbeck 828.859.7415

Funeral Results Marketing 23 Robin Heppell 800.810.3595

KarlW@Funeral HomeGifts.com FuneralHomeGifts. com

Robin@Funeral ResultsMarketing.com FuneralResults Marketing.com

Johnson Consulting Group 7 Jake Johnson 480.556.8500 Info@Johnson Consulting.com JohnsonConsulting. com

Matthews Aurora™ Funeral Solutions 37 Marty Strohofer 812.926.5673 MStrohofer@MATW. com MATW.com

National Mortuary Shipping & Cremation 44 Kahlen Knapik 216.398.8400 Kahlen@ NatlMortuaryShipping. com NatlMortuaryShipping. com

NewBridge Group 51 Megan Glasgow 850.443.1820 Megan@ NewBridgeGroup.com NewBridgeGroup.com

Nomis Publications 18 Peggy Rouzzo 800.321.7473

Pristine Air Technologies 67 / Inside Back Cover Bill Kunde 203.530.7296

The National Directory of Morticians 29 Linda Pallai 440.247.3561

Peggy@Nomis Publications.com

NomisPublications. com

BKunde@Pristine AirTek.com PristineAirTek.com

Linda@Funeral-Dir. com RedBook FuneralDirectory.com

SpartaCraft, Inc. 59 800.282.8044 Sales@SpartaCraft.com SpartaCraft.com

Starmark Cremation Products 13 Arie Elder 765.966.7676 Sales@StarmarkCP.com StarmarkCP.com

Thumbies 57 Jennifer Myers 877.848.6243

JMyers@Dougherty Enterprises.com Thumbies.com

Veterans Funeral Care 52 Jim Rudolph 727.524.9202 JimRudolph99@ me.com

VeteransFuneral Care.com/ Provider-Network

41www.ogr.org | The Independent®

SAVE

the date MAY 3-4, 2023

THE CONRAD, INDIANAPOLIS

The 2023 OGR Conference is an investment in your company’s future – gaining you access to thought leaders, allowing you to collaborate on best practices, energize, and develop leadership innovations. When we gather in Indianapolis we honor our history while innovating for the future. We strive for synergy.

Fall Buyer’s Guide

ADVERTISING AND MARKETING

Red Book: The National Directory of Morticians

In 1936, Carl Schmidt founded The National Directory of Morticians, Red Book, to provide a business-to-business platform representing business relations between funeral companies. We continue the original mission of representing the business-to-business market space while evolving the platform to modern standards.

The Red Book promotes industry cooperation, provides multiple candidates for sub-contracting, offers a direct point of communication, and furnishes information of services for the industry to utilize.

The research is performed by physical visit, phone, fax, app and internet, achieving the goal of a better funeral business-tobusiness environment.

Jack Schmidt RedBook@Funeral-Dir.com 440.247.3561 (phone) 440.247.0164 (fax) RedBookFuneralDirectory.com

TRANSPORT & SHIPPING

American Pre-Arrangement Services (APASI)

APASI’s Freedom To Go plan is the premier Repatriation Membership Plan that compliments funeral pre-arrangement services for millions of North Americans and their families. APASI ensures they have peace of mind and added comfort, knowing that should the worst happen, whether they’re traveling across the state or globe, they or their loved one will return home quickly and without any obstacles.

APASI’s Membership Plan is not insurance and there is no licensing required to sell it. Enrollment can be completed online or by paper. APASI pays all costs associated with the return of the deceased, including air transportation, for a suggested retail price of $475. Plans can be sold to anyone; pre-arrangements are not required.

Andrew J. Pavela, VP of Sales & Marketing

Andrew@APASIplan.com

480.712.0637

National Mortuary Shipping and Cremation

National Mortuary Shipping and Cremation (NMS) assists hometown directors with out-of-town deaths. NMS has been the funeral industry's trusted source as a full-service provider for over 40 years. We are proud to offer:

• domestic and international shipping,

• cremations,

• removal services,

• embalming,

• livery,

• airline transfers,

• flight booking,

• graveside services and

• disinterments, as well as assistance with shipping requirements, death certificates and airline requirements. Our knowledgeable staff is available 24 hours a day, 7 days a week to provide you service you can count on.

800.321.0185

NatlMortuaryShipping.com

Church & Chapel Metal Arts, Inc.

CASKETS

Matthews Aurora™ Funeral Solutions

Matthews Aurora™ Funeral Solutions is dedicated to providing solutions that help you grow your business and meet the evolving needs of families in today’s digital world. We deliver the broadest selection of high-quality products and are your experts on the latest in funeral solutions — from caskets to cremation merchandise and technology solutions.

Ask your Matthews Aurora™ Funeral Service Consultant how OGR member funeral homes can begin to Experience the Matthews Aurora™ Difference.

Chris DiMascio CDimascio@MATW.com MatthewsAurora.com

CEMETERY & FUNERAL HOME SUPPLIES

Church & Chapel Metal Arts Inc.

Family-owned and operated since 1933, Church & Chapel offers a full line of furniture, supplies and equipment necessary for the delivery of funeral services. Personal attention is paramount at Church & Chapel, where the utmost attention is given to quality and detail. Many items are made-to-order and available in custom sizes, finishes and configurations. Prompt shipment from large inventory of cremation and funeral supplies.

• 20% discount on Ferno products and 10% discount on all others 800.992.1234 Church-Chapel.com

Pristine Air Technologies Inc.

We clean the air you breathe. Our unique air purification kills aerosolized and surface viruses, bacteria, mold, and fungus. It collects allergens and ultrafine particulate and removes dangerous gases and chemical vapors that cause headaches, nausea, and health risk. (continued on page 46)

•

Kills Pathogens

• Breaks down VOC

• Removes all Organic Odors

• Free of Ozone or Harmful EMF

• Quiet Continuous Operation

• No Filters to Replace

• Low Cost Own and Operate

• Works with Existing HVAC

• Mounts in any ceiling or wall

Just days after install one customer exclaimed “THANK YOU! I can finally go to work without headaches or feeling sick from the chemical odors!”

• Save $400 on the purchase of every Pristine Air Technologies air purification system.

Bill Kunde, Sales Director BKunde@PristineAirTek.com 203.530.7296 (direct) 800.883.9987 (office) PristineAirTek.com

Symmetry Elevating Solutions

Symmetry is a beautifully crafted, expertly engineered accessibility-related product line proudly made in the USA at the Bella Elevator, LLC manufacturing plant. Promoted and sold by our exclusive nationwide network of carefully selected Symmetry partners and associates, Symmetry offers residential elevators, vertical platform lifts, LULA elevators and vertical reciprocating conveyors, including the casket lift.

Strictly following national code guidelines and adhering to local jurisdiction requirements and variances, Symmetry products are ADA and ASME compliant. Symmetry representatives possess a wealth of knowledge and experience and are committed to excellence for the life of the product — before, during and after project completion.

• six-month extended parts warranty ($500 value)

Scott Strum

CustomerService@SymmetryElevator.com 877.375.1428

SymmetryElevators.com

United Laboratories

United Laboratories has been serving funeral homes since 1964 – manufacturing and providing cleaning, disinfecting, deodorizing and drain maintenance solutions to meet the

needs of funeral directors and their staff. Our employee-owned operation takes pride in offering an extensive line of highquality products that are safer for you and the environment. Whether it is business as usual or in the midst of a pandemic, we are here for you.

• 30% off published pricing

Dana Killmer, Executive Vice President of Sales DKillmer@UnitedLabsInc.com 800.323.2594, ext. 4485 (direct) 925.963.7570 (mobile)

UnitedLabsInc.com

COMPUTER, WEBSITE & INTERNET

FuneralClicks

formerlyYourSocialStrategy.com

FuneralClicks, based out of Kingston, Ontario, has been proudly serving funeral homes since 2016. Owner, Mike Hepburn, started working at his family’s funeral home at 23 years old and has since co-owned two successful funeral home technology companies where he identified the need for an affordable, full-service marketing agency for the funeral profession. FuneralClicks understands the challenges a funeral home may face and how to overcome those by creating a successful marketing strategy. Services include social media, search engine optimization, payper-click advertising, review management, content writing, and branding. Your next family is only a click away when you work with FuneralClicks.

• 25% off FuneralClicks Digital Marketing Package

Mike Hepburn Mike@YourSocialStrategy.com 888.356.0380

FuneralClicks.com

Funeral Results Marketing

Robin Heppell is a fourth-generation funeral director, former #1 North American preneed sales rep, CFSP, Certified Celebrant and Google Ads Certified Partner.

(continued on page 48)

Jake Johnson has rapidly advanced into senior leadership roles and gained respect throughout the funeral profession. He is known as an innovator, change agent and thought leader. Together, Heppell and Johnson host the Funeral X Podcast where they discuss high-level funeral profession topics and share their knowledge and expertise to help listeners get greater insights to improve funeral operations.

• 10% discount on all website development, hosting and digital marketing services, including Google Ads management, SEO management, Online Reputation management

• Free online presence audit for all funeral home members

Robin Heppell, co-owner Robin@FuneralResults.com 800.810.3595 FuneralResultsMarketing.com

Innovative Technology Solutions for Funeral Homes, Cemeteries, and Crematories

OpusXenta is a global technology provider to the death care sector. We are focused on solving the complex challenges that funeral homes, cemeteries, and crematories encounter every day so they can focus on what is most importanttheir customers.

LiveControl

LiveControl gives funeral homes everything you need to enhance your live stream offering, affordably and easily. Start the multi-camera stream indoors, and transition outside for the graveside burial with our mobile streaming kit. Provide your funeral clients with a dedicated web-player and downloadable recordings of the service.

Our clients install our 4k cameras in their funeral home, and our team of remote camera operators pan, tilt, zoom and mix the cameras to produce amazing live streaming videos... entirely remote and in the cloud.

Get started with enhanced funeral live streaming for only $99/month.

Member Benefit: equipment security deposit waived for two PTZ cameras and a digital recorder ($1,000 value)

Gavin Kerr Gavin@LiveControl.io Sales@LiveControl.io 424.535.0079 (direct) 310.361.4169 (general) LiveControl.io/Funeral-Home

OpusXenta

OpusXenta is a global technology provider to the deathcare sector across North America, Australia, New Zealand and the United Kingdom. We are focused on solving the complex challenges that funeral homes, cemeteries and crematories encounter every day so they can focus on what is most important - serving their families.

Our comprehensive range of products enables our customers to better manage their operations, adapt to a changing market and deliver amazing customer service. Our solutions include byondpro for operational excellence; byondcloud, a platform that enables the deathcare industry to transact with customers and suppliers online; and opuspay, a fully integrated payment processing service that saves time and money easily.

• 10% subscription discount for first 12 months

Lori Salberg, President - North America LoriS@OpusXenta.com 833.236.2736 (office) 408.642.8852 (cell) OpusXenta.com

CONSULTING

Affiliated Power Purchasers International (APPI)

APPI Energy is available to provide data-driven, holistic energy management services and custom solutions tailored to your organization's specific needs and goals. As part of your membership benefit, APPI Energy can analyze your energy usage, evaluate your energy bill, deliver a green-apples-togreen-apples comparison of supplier prices and contracts, and negotiate a supply solution tailored to your budgetary needs and sustainability goals.

Benefits to you include:

• Negotiating on your behalf: Advocating for you, not the supplier or the utility

• Minimizing risk: Analyzing contracts and monitoring regulatory changes

• Providing customized solutions: Including comprehensive

policies to ensure all incentives are being captured

Operating on a foundation of data-driven consulting solutions, designed to help you save time, money, and minimize budgetary risk on the energy procurement process, APPI Energy is unbiased, working with only the most trusted, heavily-vetted suppliers.

Additionally, APPI Energy offers energy management solutions to reduce demand, reduce costs, and increase sustainability.

As a true extension of your team, APPI Energy provides holistic, tailored solutions that help you set and meet your energy goals while reducing overall energy costs.

To learn more about the member benefit, contact Carrie Shepard.

Carrie Shepard CShepard@APPIEnergy.com 800.520.6685 APPIEnergy.com

IgnitionHR

IgnitionHR was founded to help leaders of small to mid-sized businesses excel on the people side of their business, freeing up time for them to focus on growing their organizations. We have been successful in implementing systems, tools and processes to help organizations become employers of choice. Specific areas of support include:

• A dedicated, on-demand HR Director available for your questions

• HR policies that are compliant to each of your work locations

• Training and development with dozens of training programs for your managers and employees that are ready to be delivered live via Zoom.

• Employee termination assistance

• 25% discount on your first call

Patrick Rogan, Founder

Patrick@IgnitionHR.com 410-656-9660

IgnitionHR.com

Johnson Consulting Group

With increased concern in profitability due to consumer choices, cremation and succession planning, you need a trusted consultant to navigate through to success. Johnson Consulting Group is a funeral home and cemetery consulting firm specializing in mergers and acquisitions, business valuations, bank lending, accounting services, business performance analysis, business performance improvement, customer survey/sales analysis program and incentive compensation programs.

• complimentary no-obligation one-hour consultation to cover your questions in any of these four key areas: Customer Service, Workplace, Marketplace, Financials 888.250.7747

info@JohnsonConsulting.com

JohnsonConsulting.com

NewBridge Group

Founded in 1997, NewBridge Group has grown into one of the most active funeral home succession planning, funeral home valuation, and appraisal consulting firms in the funeral service industry. With more than 75 years of combined experience in assisting more than 1,000 funeral home transactions, NewBridge Group has been a proven leader in this space. NewBridge Group’s success is a testament to personalized service, one-on-one communication, and deep understanding of the industry. NewBridge prides itself on the right-fit buyer process that is customized to the specific needs and goals of their clients. Contact NewBridge today for your complimentary valuation.

• complimentary valuation

Tony Kumming, President

Tony@NewBridgeGroup.com 813.579.7048 (cell)

NewBridgeGroup.com

CREMATION

Starmark Cremation Products

Since 2004, the Starmark brand has designed, marketed, and manufactured Sensible Solutions® that provide valuable options for its customers. Starmark prides itself on providing innovative, affordable, and high quality products so that our customers can focus on the things that matter most: giving families the opportunity to memorialize their loved ones in an affordable yet dignified and respectful manner. Our ability to

Arie Elder

Arie.Elder@StarmarkCP.com 765.966.7676, ext. 217 StarmarkCP.com

EDUCATION & REGULATORY COMPLIANCE

KISS Compliance / Compliance Plus

In 1992, Gary Finch developed the first OSHA & Safety Program specifically for the funeral industry.

Since 1997, we have served as Safety Consultant of Record to the Order of the Golden Rule. We are still the one and only safety program written specifically for the funeral industry, with nearly 30 years of continuous service.

• 10% discount on all services plus no charge for any OGR member firm that calls with OSHA-

related questions

Paulette Finch

PFinch@KISScompliance.net 800.950.1101 KISScompliance.net

Veterans Funeral Care

Veterans Funeral Care provides educational workshops focused on how to engage the veterans in your market area. How to Become the Go-to Funeral Home for Veterans, led by Licensed Funeral Directory Jim Rudolph, covers everything from branding to talking "tribally."

A four-hour course is available in OGR's Learning Library to take at your convenience. Occasional in-person workshops are scheduled through OGR. (continued on page 53)

Upon completion of this course, attendees may have the option to become a licensed Veterans Funeral Care Network provider. Veterans Funeral Care Network providers are able to offer proprietary programs such as "Operation Toy Soldier" and "Retire Your Flag with Honor" to their communities. Every network provider has exclusive rights to their territory.

• 15% discount on VFC Network annual licensing fee

Jim Rudolph JimRudolph99@me.com 727.524.9202

VeteransFuneralCare.com

EMBALMING & PREP-ROOM SUPPLIES

The Dodge Company

A family-owned and -operated business since 1893, The Dodge Company is the world’s largest manufacturer and distributor of preparation room supplies. We carry a complete line of stationery, urns and urn vaults, and are a source for memorial products through our partners Glass Remembrance, Capture Bead Keepsakes and Dodge Portraits.

Consolidated Funeral Services (CFS), Dodge’s technology partner, provides revenue-generating websites, development services and hosting, all while paying dividends to our 5,000 website customers.

Dodge is proud to have been partnered with Insight Books and Doug Manning for more than 25 years, supplying grief recovery materials and the Continuing Care series.

As an Endorsed Supplier, Dodge supports OGR through a financial contribution toward the association's educational programming. Dodge believes that education is key to the future of our profession.

• 25% freight discount for orders of eligible product valued at $300 - $499.99

• 50% on orders of eligible product valued at $500 or more

• support for OGR's educational programming

Timothy Collison

TCollison@DodgeCo.com 800.443.6343

DodgeCo.com (website) Shop.DodgeCo.com (webstore)

Embalmers' Supply Company (ESCO)

In business since 1986, The Embalmers' Supply Company (ESCO) has a long history of innovation and technology within the embalming industry and first in many chemicals that are in the market place. San Veino's, Hexaphene's and Porti-Boy machines.

• up to 25% discount on fluids

• 10% discount on Porti-Boy machines

• 50% paid shipping when purchasing five or more cases

Contact OGR Products & Services Supplies@OGR.org 800.637.8030 Embalmers.com

FINANCING & INVESTING

Access Financial Group

For nearly 30 years, Access Financial Group has managed the Golden Rule® Funeral Trust, providing pre-need trust accounting and investment advice.

(continued on page 55)

The Golden Rule 401(k) Plan was designed to help you meet your retirement savings goals. The plan was exclusively developed to support independent funeral homes and their employees.

With low start-up investment and comparably low ongoing recordkeeping costs, this unique plan gives you and your employees more options than ever before. The Golden Rule 401(k) plan has the added benefit of allowing you to offer benefits to your employees, giving you a leg up in the hiring and retention of employees.

Contact us to learn more about this unique benefit and how we can work together to help you and your employees plan for your future.

• 401(k) exclusive member pricing

Christopher Chigas CC@AFinancial.com 312.655.8233

IntermentTrustServices.com AFinancial.com/OGR

Express Funeral Funding

Express Funeral Funding contacts the insurance company on behalf of your family and completes all of the necessary documentation for the assignment of your loved one’s life insurance policy and ensures payment to the funeral home typically within 24 hours of verification.

• Members receive an industry-low 3.5% rate

Makenzie Dries

Marketing and Public Relations Coordinator

Makenzie.Dries@ExpFF.com 502.314.3103

ExpressFuneralFunding.com

Federated Fiducial (FFDA)

Since 1925, Federated Fiducial has provided business services to those specializing in the funeral business. Our team of experts specializes in bookkeeping & tax services, valuation & transition services, management analysis, payroll services, retirement plan administration and collection services. Federated’s team of field consultants provide nationwide, on-site support and

consulting to assist in addressing the specific needs of funeral businesses. These experts coupled with Federated’s professional staff provide an unparalleled level of service.

Curt Dailey, Director of Business Relations 217.525.1712 800.877.3332 Federated-Fiducial.com

INSURANCE

ABM Funding Inc.

Independently owned, ABM Funding works with funeral directors to provide immediate cash and take the burden out of filing life insurance claims. By verifying and filing life insurance claims, ABM frees up time that can be spent serving families; not to mention providing your money within 24 hours of verifying the policy. When time is money, you can count on ABM!

• 3% individual policies, 3.95% group and NPS policies

Scott Baker Scott@ABM-Funding.com 276.656.2499

C&J Financial

C&J Financial is proud to have partnered with OGR for over a decade and serve the funeral profession for 25 years. C&J continues to lead the way in insurance assignment funding with a diverse staff experienced in the insurance, funeral and preneed professions. In addition, we offer the quickest, most intuitive online platform. Our Assignment Funding Management System allows you to submit a claim in just over one minute then print documents specific to that insurance company. From there you can track and manage your claims all the way through the process. Now with C&J's new app, Quick Claim™ Mobile, it is easier than ever before.

Let us show you how we can bring value to your funeral home. Take advantage of our 30-day FREE TRIAL.

Rob Brice, Director of Strategic Partnerships RobB@CJF.com 417.425.7993 (direct) 800.785.0003 (general) CJF.com/OGR

Federated Insurance Company

Federated Insurance provides business insurance protection to funeral service providers across the US. A+ (Superior) rated by AM Best, Federated offers specialized insurance and risk management specifically designed to protect your business. At Federated Insurance, it’s our business to protect yours.

• no-obligation review of your insurance and risk management needs

• free attendance at Federated Insurance Risk Management Academy seminars

• referral to our network of independent estateplanning attorneys

Nathan Oland 507.455.8935

FederatedInsurance.com

Funeral Professionals Insurance (FPI)

Funeral service professionals have unique insurance needs. Chris J. Boots (past president of the Casket & Funeral Supply Association) leads our Funeral Professionals Insurance program with more than 25 years’ experience.

We serve our clients by creating a customized & comprehensive insurance program that will protect your business providing the BEST COVERAGES available. Our responsibility is to serve you in selecting the right insurance for your business at the most competitive price. We pride ourselves in helping you so you are comfortable with your insurance coverages and may rest easy as you work day to day in running your business.

Chris J. Boots

CBoots@AMJ-Ins.com 317.735.4077

FuneralProfessionalsIns.com

LIG Solutions

As a nationally recognized insurance agency since 2009, LIG Solutions changes the way individuals, families, businesses and groups across the country shop and enroll in healthcare products. LIG specializes in offering comprehensive, turn-key insurance solutions for associations, societies, membership organizations, NGB and other affinity groups to deliver member benefit programs around health coverage. With more than 30 years of combined experience in the health, life and Medicare insurance industries, LIG has distributed more than 1.2 million insurance policies. LIG has partnerships with national,

regional and local insurance carriers across the country. We deliver member benefit programs centered on health and wellness initiatives to drive retention and engagement with the communities they serve.

LIGmarketing@LighthouseQuotes.com 855.594.7254

LIGmembers.com/OGR

JEWELRY

Thumbies® Fingerprint Keepsakes

Thumbies® keepsake jewelry celebrates people and pets (Buddies Pet Keepsakes®), and is also offered in Phoenix Collection® cremation keepsakes. With this wide array of options, Thumbies remains the industry leader in quality and selection.

(continued on page 58)

Every Phoenix Collection keepsake helps the families you serve celebrate the lives of their loved ones in ways they’ll cherish.

Since 1998, our US-based artisans have merged creativity and science to create keepsakes so rich in detail, simply touching one can fill the wearer with feelings of comfort and connection.

Reach out to the Thumbies team today and see how we can help you provide the highest level of support to the families you serve, while growing your bottom line.

Thumbies keepsakes are individually handcrafted in the U.S. heartland by skilled artisans working with the highest-quality available raw materials. The team at Thumbies is able to utilize a variety of print sources to craft the perfect keepsake, including scanners, apps, or ink options. We offer the widest range of exclusive designs and proprietary materials that are not available anywhere else.

We make working with us easy by offering two sales models: you can place orders on behalf of your families, or Family Direct Ordering empowers families to purchase keepsakes when they are ready, while still providing you with additional operating revenue.

Help your families celebrate life and the ones they love by offering the most meaningful keepsake in the industryThumbies Fingerprint Keepsakes.

• volume-based discounts starting at 20%

Susan Dice, Manager of Customer Care SDice@Thumbies.com 847.713.8257 Thumbies.com

MEMORIALIZATION

BerylMartin

Founded in 2000, BerylMartin is an art, design and digital print studio committed to providing our funeral service partners with the most stunning keepsake products available. We offer a wide variety of beautiful, personalized funeral memorial tributes and keepsakes including brochures, programs, prayer cards, thank you cards, portraits, casket panels and Fuzed glass and engraved crystal photo keepsakes. We also provide affordable printing and design services for our funeral service partners’ business needs.

• first order is FREE (up to $350)

• discounted shipping

• exclusive OGR packages discounted up to 20% off our lowest published prices

WeCare@BerylMartin.com 219.922.8935 (office) BerylMartin.com

Floracracy

With small or virtual funerals, grieving family-members participating remotely and a new survey showing families value receiving personalized letters and flowers after the ceremony, Floracracy helps funeral homes send personalized letters and flowers anywhere in the U.S. to family members at the time of the funeral or in the months after it. Indeed, the most powerful gift we can give someone is a personal letter that shares meaningful stories, but most people aren’t sure how to write them. Through our free content or a broader partnership, we can help you be sure your families receive the emotional support they need.

Sarah-Eva Marchese Sarah-Eva@Floracracy.com Floracracy.com/pages/loss

Flag Cases & Displays

Display one or two flag cases during indoor and graveside services. Also, a great memorial display for families at home.

Military Urn Solutions

Military Urns are hand-crafted using beautiful solid hardwood and offer Branch-specific Brass Medallions and/or Black-on-Brass Engraving Plate.

Truly memorialize your veteran with combined displays -a military flag case, a Shadowbox Display for medals, photos, and accolades, all designed to rest on the matching Military Urns.

Funeral Home Gifts

Funeral Home Gifts is the premier provider of heirloom quality woven and printed Tribute Blankets, custom cap panels, photo urns and personalization products to death care providers throughout North America. Made in the USA by an American workforce and delivered next day, our products comfort families, generate revenue through re-orders and provide vision to transition families from direct cremation to personalized memorial services.

Member Benefit: free sample to try at your next service

Wes Wolfe

WesW@FuneralHomeGifts.com 800.233.0439, ext. 226 FuneralHomeGifts.com

SpartaCraft Inc.

A proud member of the OGR family!

Words cannot express our gratitude to you for the caring service you provide to families. In addition to our military, SpartaCraft truly appreciates the heroes of the funeral profession. The flag cases and urns SpartaCraft builds and provides to all OGR members are the finest and most requested memorials in the United States. In addition to providing an American-made product to honor our country’s heroes, past and present, the quality of SpartaCraft memorials gives the funeral provider a source of referrals for the future needs of the families you serve.

In addition to the highest quality products, personalization is a key service we provide, so with one phone call or email to OGR Products & Services, every memorial product can be custom engraved with Laser Engraving and/or Black-on-Brass plate engraving –– and can ship the same day!

Consider this: When speaking with the family of a U.S. Veteran thinking about a flag case or urn, consider asking them, "Would your loved one prefer an American-made product, or an imported product?" This gentle reminder helps the family make a decision that best honors their loved one and hero.

• 5% savings over wholesale prices

Mike Matthews, Director of Sales & Marketing Mike.Matthews@SpartaCraft.com

Sales@SpartaCraft.com 800.282.8044 (toll-free) SpartaCraft.com

MONUMENTS & GRAVE MARKERS

McNeill Grave Marker Company

Quality McNeill grave markers are available in a wide variety of styles.

Contact OGR Products & Services Supplies@OGR.org 800.637.8030

OFFICE SUPPLIES

Office Depot / OfficeMax

Office Depot is a leading provider of business services, products and technology solutions to small, medium and enterprise businesses, through a fully integrated B2B distribution platform of approximately 1,300 stores, online presence, and dedicated sales professionals and technicians.

• Get special pricing on office supplies, print and copy services in-store or online through the Business Savings Program by using the exclusive Order of the Golden Rule purchasing card.

• Discounts range from 5% - 55% off of retail prices.

Register at OGR.org/Office-Depot to start shopping and saving.

PRE-NEED

Access Financial Group

For nearly 30 years, Access Financial Group has managed the Golden Rule® Funeral Trust, providing preneed trust accounting and investment advice. The Golden Rule 401(k) Plan was designed to help you meet your retirement savings goals. The plan was exclusively developed to support independent funeral homes and their employees.

(continued on page 62)

With low start-up investment and comparably low ongoing recordkeeping costs, this unique plan gives you and your employees more options than ever before. The Golden Rule 401(k) plan has the added benefit of allowing you to offer benefits to your employees, giving you a leg up in the hiring and retention of employees.

Contact us to learn more about this unique benefit and how we can work together to help you and your employees plan for your future.

• 401(k) exclusive member pricing

Christopher Chigas CC@AFinancial.com 312.655.8233 IntermentTrustServices.com AFinancial.com/OGR

Vantage Point Preneed

Vantage Point Preneed offers solutions for all funeral homes regardless of their size. We work with multiple insurance companies to offer the best preneed interest rates and commissions as well as offer many marketing solutions to help increase your preneed volume. We will take the time to understand your firm’s unique needs and goals while having the flexibility to change and adapt as your firm’s needs and goals change.

• 50% discount on any of our direct mailers if you use one of our insurance companies to fund your preneeds. This will help increase your preneed volume as well as help with top-of-mind awareness in your community.

Jon Billetdeaux 443.880.0583

VantagePointPreneed.com

PRINTING & PAPER PRODUCTS

Bass-Mollett

Bass-Mollett has been supplying the funeral industry for almost 70 years with customized solutions to funeral directors using custom stationery and supplies so each family they serve may memorialize their loved one with dignity. With four generations of family ownership, Bass-Mollett will continue to proudly serve the funeral industry for decades to come.

• 10% off regular retail pricing for Bass-Mollett stationery, urns and ad specialties.

• Contact Bass-Mollett for login information to access member benefits.

Amy Mueller, Customer Care Team Manager Amy.Mueller@Bass-Mollett.com for inquiries Orders@Bass-Mollett.com to place an order 618.664.3141, ext. 160 Bass-Mollett.com

CareNotes

a work of Saint Meinrad Archabbey CareNotes, a ministry of Saint Meinrad Archabbey, are concise 5×7 booklets written to provide uplifting guidance to those who are hurting. These wellness-oriented booklets address topics that include grief, aging, mental wellness, spiritual support and more. The down-to-earth style of each CareNote offers relatable advice to help you heal – mind, body and spirit.

CareNotes began as a division of Abbey Press Publications in 1988; today, more than 100 million CareNotes have been distributed around the globe.

All CareNotes proceeds support the prayer and work of the monks of Saint Meinrad Archabbey. Learn more about our mission at SaintMeinrad.org.

• 10% off all orders over $50 – use promo code

OGR10 at CareNotes.com

Vicki Gehlhausen, Customer Service Representative info@CareNotes.com 800.325.2511 CareNotes.com

Partners with OGR for over 33

Regal Line® Funeral Stationery Products and Accessories will assist you in building loyalty toward your business. Regal Line® Products will remain in the hands of family and friends after the funeral service is completed. They are the family’s connection back to you when your services are needed again.

Regal Line® Funeral Stationery Products

Regal Line Funeral Stationery Products and Accessories will assist you in building loyalty toward your business. Regal Line stationery products are one of the few items that will remain in the hands of family and friends after the funeral service is completed. It is also the family’s connection back to you when your services are needed again. 107 years of manufacturing excellence; family-owned; made in the U.S.A. • 20% discount

Contact OGR Products & Services Supplies@OGR.org 800.637.8030 RegalLine.com

Reliable Funeral Supply

a division of Saint Francis Cromo A family-owned and -operated business since 1973, we are the exclusive direct partner with Cromo NB studios in Milan, Italy, featuring one of the largest private and propriety owned collection of artwork available anywhere. (continued on page 64)

With the capacity of a manufacturer supplier, our designs are featured in prayer cards that have been comforting families for over 40 years and offered by many funeral homes across the country. Our designs are also featured in acknowledgement cards, urns, caskets, vaults, mosaics and many other products in the funeral industry. We pride ourselves on same-day shipping for all items we stock when ordered before noon.

• 15% off regular retail pricing

• special OGR promotions throughout the year

Mynor Alvarado

Mynor@ReliableFuneralSupply.com 818.547.1390, ext. 103

For OGR inquiries, email OGR@ReliableFuneralSupply.com ReliableFuneralSupply.com

The Messenger Company

Proudly serving since 1913, Messenger started in the religious calendar business and is now a leading provider of funeral stationery, everyday service items and insurance funding. Messenger prides itself on being innovative and best-in-class on all fronts: products, service, operations, technology and financially. Customer-focused as well as consumer-focused, Messenger utilizes a variety of research and retail trends to ensure funeral professionals have relevant products to help them stay viable in an ever-changing marketplace. Providing a quality product line, quick turn times, technology solutions, an extensive line-up of licensed artists and an experienced service and sales team.

• 50% off first Signature order

• 10% off all Signature orders

• free personalization software, training & support

Heather Garman, VP Sales and Marketing

HGarman@MessengerLLC.com 800.827.5151, ext. 263 MessengerStationery.com

TELECOMMUNICATIONS

ASD - Answering Service for Directors

ASD – Answering Service for Directors has created a new class of answering service for funeral professionals by raising

the bar with unparalleled levels of advanced training and technology. Family-owned and -operated, ASD has been helping funeral homes manage their calls and their lives since 1972. The company's custom-built communication systems and sophisticated mobile tools were designed solely to meet the needs of funeral homes. By offering funeral directors unmatched protection for their calls, ASD has redefined the role of an answering service for funeral homes.

• exclusive eight-week free trial with all setup fees waived

• call 800-868-9950 or visit MyASD.com for details

Craig Meehan

Craig@MyASD.com 800.868.9950

MyASD.com

Domanicare

Domanicare is a leader in aftercare and customer experience solutions for funeral homes. Through the power of text messaging, we follow up with families and provide aftercare nurturing and free grief support materials. Our live and personalized text messages see a 98% open rate and a 51% response rate. 97% of our partnered funeral homes are ranked #1 in their market on Google with over 40,000 5-star reviews generated and counting.

Our award-winning platform is also the first funeral homespecific platform for generating Google reviews and online reputation management. This online visibility has helped funeral homes across the country develop and leverage sales opportunities and significantly improve their families' experiences that result in recommendations and long-term customer loyalty.We also have the ability to send direct messages and/or survey all families via text message to not only get more 'voice of the customer' but also to generate pre-need leads.

• First month free, 10% discount thereafter

Samuel Ashby, Vice President of Sales

Samuel@TheDomaniGroup.com 480.298.7655

GetDomanicare.com

URNS

Bogati Urn Company

Since 2004, Bogati Urn Company has been a great wholesale

urn resource for professionals within the funeral industry for affordable, high-quality urns, keepsakes and memorial jewelry. Our customers rely on our products to meet the needs of their families and our warehouse has a wide selection of hundreds of urns and memorial jewelry to meet our customers’ needs.

• free shipping for online orders over $650; some exclusions may apply

• plesae register to see online checkout page for details

Sales@BogatiUrns.com 941.751.3382 BogatiUrns.com

CMC Funeral & Cremation Products

CMC Funeral and Cremation Products, a division of Carrier Mausoleums Construction, is a proud partner of OGR. Located in Twinsburg, Ohio, we provide cremation urns, appliques, jewelry, keepsakes and other memorialization products, as well as engraving services. We also offer cremation supplies such as rollers, protective equipment, and more. For all your funeral and cremation needs, please contact us!

• 10% discount & free ground shipping on products in CMC’s Memorial Urn catalog

Orders@CMC-Carrier.com 330.840.5143 (phone) 866.881.7391 (phone) CMC-Carrier.com

The Davis Whitehall Co.®

The Davis Whitehall Co., located in Colorado Springs, Co. has been hand-crafting custom hardwood urns made in America since 1991. We are known for our customization and personalization abilities. We recently introduced our new Textured Printing process, “Creating Memories You Can Feel®”. This process features an innovative UV cured printing process that delivers a lifelike image with a raised printed surface, allowing families to touch and feel the image on their cherished memorial. The warmth of the wood accentuates the raised texture of the photo, creating a truly one-of-a-kind final resting place.

•

15% savings over wholesale prices

Contact OGR Products & Services Supplies@OGR.org

800.637.8030 (OGR) 800.818.8414 (Davis Whitehall®) Davis-Whitehall.com

Mabrey Products

Industry leader in the design and manufacturing of hardwood cremation urns. Providing funeral directors and their families a high level of personalization and customization for over 30 years. Offering hand-crafted personal memorials made the old-fashioned way, one at a time. Proudly, and always, made in the USA.

• 5% discount on urns

• 3% discount for 15-day pay, net/45 day

• free shipping on two or more full-size urns via UPS to contiguous United States

Douglas M. Tobey

Doug.Tobey@MabreyProducts.com 800.942.3799 MabreyProducts.com

Passages International

Passages International has helped funeral homes meet the demands of today’s families for over 20 years. Passages offers the largest variety of non-traditional and eco-friendly funeral products on the market, including biodegradable urns, scattering tubes, burial caskets and more. Passages creates products that help funeral homes provide unique and meaningful end-of-life experiences for families that align with their values. Today’s funeral customer is looking for something that is meaningful and personal, and Passages products help create memorable experiences that families will remember for a lifetime.

• 10% discount on Caskets / Cremation Containers (minimum order of 10)

• 15% discount on everything else Sales@PassagesInternational.com 505.830.2500 PassagesInternational.com

SinoSource International Company Inc. SinoSource International has been providing superior cremation and memorialization products to the funeral and cremation industry. Our high-value, low-cost assortment has made us the choice of thousands of cremationists — and the families they serve. The success of SinoSource is not only displayed in our products, but through the keen attention to detail delivered by our industry-experienced sales team, customer service, quality control and manufacturing personnel. Our people make us who we are. If quality and affordability matter, we invite you to experience the SinoSource difference.

• 10% discount on most items

Contact OGR Products & Services Supplies@OGR.org 800.637.8030 (OGR) 650.697.6668 (SinoSource) service@SinoSource.biz SinoSource.biz