To scatter or not scatter... continued

Jeff Miller, Vice President of
Business Development

In this week's Modern Memorialization newsletter, I discussed how families don't realize that scattering their loved one's remains is not a form of permanent memorialization.

Permanent memorialization is always the best long-term option. But what do you do if the family insists on scattering?

Begin by explaining that they can choose both scattering and permanent memorialization. The family can scatter, then dedicate a special place in your cemetery for the benefit of future generations. Even without cremated remains present, dedicating a memorial plaque or memorial rock will give them to have a special place where they can return and share memories for years to come.

Also, most families don't realize that  cremated remains can be separated. The family can choose to scatter a portion of the remains, but inter the rest in a niche tower or in-ground cremation memorial. 

If the family insists on scattering, it is our responsibility to ask the right questions and educate them. If you would like to discuss Trigard Memorials' cremation options, please contact me at 419.290.7707 or jeffm@trigard.com.


This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at http://www.trigard.com/thursdays.

Is good customer service a thing of the past?

Kelli Nesbitt,
Customer Service Manager

In our drive-through, fast-paced society, everything from gas stations to grocery stores has become self-service. The personal touch is disappearing all around us. That is why the way you treat your customers on the phone or through email can set you apart from your competition.

At the beginning of my career, I watched a video called "In search of excellence."  It discussed Disney World's customer service goals and how they strive to make every person's visit an unforgettable experience and not just a vacation.

It is important as a customer service professional to provide your customers with a worthwhile experience, and not just another transaction. Here are just a few ways you can provide outstanding service:

• Respond quickly. A quick response to any inquiry will give you credibility as well as ease your customer's stress.
• Be friendly and personable. You are the window into your company. How you treat your customer affects their buying decisions and reflects on your entire company.
• Follow-up. If someone is interested in your product and you've sent them information, set a time to briefly speak with them to see if they need further information.

Good customer service doesn't have to be a thing of the past. With a smile and a little bit of patience, we can bring back that personal touch.

This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at http://www.trigard.com/thursdays.

Time to say farewell to Windows XP

Brodie Krause,
IT Manager

What operating system is powering the computers in your office? More than likely a majority of you are still running a version called Windows XP. Did you know, as of last month, Microsoft is no longer offering support for Windows XP? It has been around since 2001, and with the rapid advancements of technology, it is surprising that Microsoft has supported it this long.

If you haven't begun the process of replacing your office computers, it's time to stop holding out. While you may have noticed the world did not end when Microsoft stopped supporting their long time running operating system, don't let that lull you into a false sense of security. With the lack of support by Microsoft, you will start to see issues with your computers as hackers begin to identify weaknesses. The quicker you can get rid of this ancient operating system, the better.

A few things to consider when on the hunt for a new operating system:

• Depending on your hardware, you may be able to keep your current machine and purchase an upgrade to Windows 7, a version of Windows that will be familiar and more stable than XP.
• You can purchase all new machines with Windows 7 pre-loaded.
• You can go with Windows 8, which has a less familiar user interface, but a longer shelf-life.

Whatever you decide to do, I suggest getting a plan in place and starting the process. Because, continuing to cling to Windows XP is only going to hurt you more in the long run.

This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at http://www.trigard.com/thursdays.

Add value by resetting memorials

Patrick Lewis,
Grounds Manager,
Sunset Memorial Park

Spring is here and with that comes a lot of clean-up work from the winter weather in our memorial park. One of our biggest jobs in the spring is to raise the ground memorials that have sunk over the winter.

The ground breathes, rising and falling. During the winter, especially with extreme weather, the swelling and compressing of the ground can cause memorials - even on granite - to sink.

Our grounds crew carefully raises the memorials without damaging the bronze or granite. We use a marker raiser - a slow moving machine much like a scissor lift with forks. We have to make sure not to hit the granite or bronze when raising and lowering the fork prongs, because they can compromise the clear coat or cause damage. Once the memorial is moved, we dig out the vase well, prepare the space and reset the memorial.

Ideally, the top of the granite is level with the ground. This helps avoid damaging the memorial during mowing and trimming while keeping the ground level.

Next time you are walking around your cemetery grounds, make sure to keep an eye on the memorials affected by the winter weather. By taking the extra time to reset memorials, you are providing value to the families you serve and keeping their loved one's memorial in good condition as a special place to share memories.

This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at http://www.trigard.com/thursdays.

How to satisfy all of your customers

Ethan Darby,
Director of Business
Development

We've all been there. Your water heater won't work. Your car won't start. Your roof starts leaking. These unexpected expenses tend to throw a wrench into our budget at what seems like the worst possible time.

Are at-need cemetery purchases an unexpected expense? For most families, they are, and that tends to make people unhappy. To add to those frustrations, they are also suffering from a huge loss and experiencing many emotions.

Most families don't plan their final wishes every day, so they are not familiar with the costs associated with a cemetery. They may be expecting a certain price, and then sometimes are presented with a number much higher than what they are prepared. How do we help families in this type of situation? Can we satisfy their wishes?

We empathize with them, explain the value they are receiving, offer financing options and suggest planning a pre-need appointment for other family members in the future.

In the end, the family can be satisfied by the value they received and you can be confident knowing that you handled the situation professionally.


This article originally appeared in Modern Memorialization, Trigard Memorials' weekly electronic newsletter featuring information for the funeral industry. Sign up for your free subscription at http://www.trigard.com/thursdays.