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From: Mike Kubasak
"A common fallacy in many funeral homes today is that employee training is based on ‘satisfying’ the customer…service people are not prepared to serve in a ‘memorable’ way. Each interaction with a client family must be made memorable."
Mike Kubasak
All people working within a funeral home company should be focused on providing outstanding, INCREDIBLE, memorable service. It’s much more than just serving client families…
It’s understanding client families.
It’s being prepared ahead of time to serve client families.
It’s helping an angry, upset client family immediately.
It’s asking the client family for information.
It’s listening to client families and giving them opportunity to ‘tell their story.’
It’s being responsible for your actions when a client family calls.
It’s going beyond ‘satisfaction’ and becoming memorable.
It’s surprising client families in a new way.
It’s striving to keep client families for life.
It’s getting unsolicited referrals from client families.
Every time a customer or potential customer calls you, you are giving them reason to do business with you or causing them to do business with your competitor. YOU have an opportunity and a choice…
What choice are you making???
Are you creating frequent, lasting, memorable impressions?
Name one.
Treat every customer as though they were your favorite celebrity, hero, friend, neighbor or your grandmother.
To help make certain your staff understands what truly incredible…MEMORABLE service is…to go beyond just satisfying client families…call Mike Kubasak, the "funeral director’s coach."
Feel free to forward the Kubasak Line to a colleague or friend. Kubasak Associates is the premiere expert in enhanced services for funeral professionals. We provide: individual coaching, workshops, presentations and consulting services. For additional information or to order publications, tapes, reprints, or books, go to: www.Kubasak.com
Back issues of Kubasak Line are available at www.Kubasak.com!
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