April 25, 2006
 

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From: Mike Kubasak

We cannot direct the wind, but we can adjust the sails. Bertha Calloway, Founder of the Great Plains Black Museum

When it comes to dealing with cremation, the winners, those funeral homes who see the opportunity it represents, understand a few critical truths:

bulletCremation services have become a willing and welcomed (integral) part of the company
bulletCremation has become a part of the company culture
bulletThe company strives to be more than the burial expert; they strive to also be the cremation expert
bulletThe company does not just give lip service to offering cremation services; they sing the song loudly
bulletOwners, managers and staff have learned that requests for cremation are not just a passing phase; cremation is here to stay
bulletYoung people entering our profession must recognize that, in all likelihood, a big part of their future is dealing with more consumers opting for cremation and fewer consumers opting for earth burial
bulletFinancial, marketing, strategic and other business decisions are now made on establishing customer loyalty and going beyond just satisfied customers
bulletThe commitment for dealing with and capitalizing on cremation (and other changes) flows like a waterfall...from the top
bulletThe company invests in their employees via training and education to eliminate the order taker mindset
bulletWhen it comes to communication, attitude, goods and services, facilities, equipment, choices and professional care, the Commandment reads: What is done for the burial customer must also be done for the cremation customer.

Especially when it comes to company initiatives, some employees say to one another, "Just do your job the same old way – in a few months management will forget all about doing things differently and move on to another initiative." This happens in some companies. Management gets side-tracked, takes for granted that employees will follow through without any coaching or monitoring and forgets that "it flows like a waterfall...from the top."

Call me about attending the most exciting two days in your professional development life – Advanced Cremation Arranging – the seminar...the one you don’t want your competition to attend. Mike Kubasak 702-345-3212 or check it out on my website: www.kubasak.com  See you there.

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Kubasak Associates

Michael W. Kubasak
Kubasak Associates
531 Calais Drive, Mesquite, NV 89027-8825
Phone: (702) 345-3212

E-Mail: mike@kubasak.com