It's all about the relationship

Jeff Miller,
Vice President of
Business Development

When you make a large purchase, no matter if it is a car, an appliance or a memorial for a loved one, many people would rather do business with someone with whom they feel comfortable. When it comes time to sign on the dotted line and hand over our cash, many want to trust the company, as well as their representative. That is why building a relationship with our clientele and families we serve is so important.

Creating relationships with potential clients involves every aspect of a business, including marketing and customer service. Often times, we get caught up in the obvious details of our products and don’t take the time needed to create a sound relationship with our client.

A few steps that could be beneficial to creating a good relationship are:

• Ask questions. Take a few minutes at the beginning of a call to ask a few friendly questions. You can begin with questions about their family, the weather or anything more personal than the font size of the memorial they are ordering.
•  Don’t be a “salesperson.” Take away the perceived barrier of the person on the other line viewing you as just a person looking to earn a commission. Take your time explaining and educating, and become someone they trust.

Let’s face it. Both parties know why they are there. The customer on the phone is calling to purchase a memorial, and you are there to sell it to them. But, the upfront working relationship will enable you to give them more value in your services. It will make the sharing of details and expectations flow easier, and lead to a smooth sale. In my opinion, there isn’t anything much better than knowing you have earned the trust of a new client. They can become your best lead source for recommendations in the future.

I encourage you to take the time to discuss this topic with your staff. To not only bring awareness to the importance of building a better relationship with your clients, but to give your associates another step in making the sale.  

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.

Ashes, cremated remains or something else?

Jeff Miller,
Vice President of Business
Development

When helping a family who has chosen cremation, how do you refer to the cremated body? Ashes? Cremains? While the industry preferred term is cremated remains, to a family it is still their mother or father, aunt or uncle or husband or wife. It is their loved one.

Families who have chosen cremation care about their loved ones just as much as families who choose traditional burial. When talking with a family, would you ever refer to a traditional burial as "casketed remains?"

Cremation and burial both involve the body of a cherished family member. When you place the same level of importance and value on both types of services, your business will grow.

We understand that part of growing is offering innovative products that appeal to families who choose cremation. We are constantly striving to create new products that will meet the needs of your families. That is why you will see our new Cremation Memorial at the upcoming ICCFA Convention and Expo in Las Vegas. It is the latest addition to our cremation memorialization product line.

For more information about our cremation products, call our Customer Service team at 800.798.4900. 


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.

Collaboration is key

Jeff Miller,
Vice President of Business
Development

The holidays are here. Are you as busy as you were during the summer? Most of us aren't, which makes this the perfect time to connect and network. Extend an invitation to have lunch with a potential customer you have been talking with for a while; invite them to tour your facility and meet your staff. Show your long-time customers how much you appreciate your partnership; visit their facility or bring lunch for their employees.

Why does this matter? Why should you spend time networking with funeral homes? Did you know 98 percent of all families use a funeral home for assistance following the death of a loved one? Families see funeral homes as the first resource; therefore, collaboration is vital. While I was a practicing funeral director, I was often asked for recommendations on cemeteries, monuments and memorial providers in the area. It's a clear example of the importance of funeral homes knowing you and the services you offer.

Let's make it a goal for 2014 to put aside any past concerns about partnerships and reach out. Do you need help strategizing a networking plan? Call me at 419.290.7707 or email me at 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.
 
 
Product highlight: Collage memorials

Allow families to use their own photos to tell the story of their loved one's life with our Collage memorial.  They can submit one special photograph or provide us with a series of pictures and our designers will work with them to create a memorial as unique as the life it celebrates.

Call Customer Service at 800.798.4900 for pricing and details.
 
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.
 
 
Design tip of the week

If you do not completely fill out your order form, this will delay the process of getting a design. Please fill out all areas of the order form so we know exactly what you need. 
 
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.