This blog gets as tired of the sound of its own voice as, probably, you do. So it welcomes guest posts from whoever wishes to sound off, air a view, explore an idea — whatever. If you would like to make use of this platform, please feel free. Just send me what you want to say at firstname.lastname@example.org and I shall be delighted to post it — subject to the obvious provisos: it mustn’t be libellous, gratuitously offensive, etc.
Today we welcome back David Barrington. The YouTube video above was not David’s idea — I chose it for its tenuous relationship with David’s last incident (below).
Over to you, David:
For a while now I have been amazed by the lack of compassion shown by some of my fellow professionals to prospective clients. In fact, some of the comments just had to be turned into a posting for Charles and all his readers.
First of all there is the funeral arranger who when the family would not accept the coffin he was trying to sell them said:
“Oh okay so you just want a bulk standard one then?”
Maybe that was the only one they could afford. Did he know them personally? Also, surely all of the coffins are of good quality so what difference does it make to him? Or maybe it’s because he has a target to meet? Should funerals be subject to sales targets?
Next there was another person who when the family called for an estimate said before anything else:-
“We’ll need a deposit, you know.”
Again, what bearing does this have on the family’s question at this point? They are asking for an estimate and the funeral company’s representative is assuming they have money problems because they are shopping around.
While visiting a family with a terminally ill relative (who was present at the meeting) I was told about another funeral director who had visited them to discuss funeral costs. The other funeral service representative worked for one of the larger funeral businesses.
Now obviously visiting somebody in this situation is uncomfortable at first, both for them and you and the first thing to do is put them at ease. Show you care, ask about their background, how long they’ve been ill etc.
The guy from the big company turned up dressed as a pallbearer (the family’s words). When he came into the room where they were, he sat down, didn’t pass the time of day with them, plonked a copy of their brochure down on the table and said:
“Have a look through that and tell me what you want and I’ll let you know how much it is.”
That was pretty much it! For that service, for which the family would pay a premium of around £750 – £1000 more than me.
How can a funeral professional show such a lack of humanity and compassion? Did he think he was selling them a fridge or a washing machine? The lady going in the coffin was sitting there in front of him and he didn’t ask her how she would like to be remembered; what music she wants at her service; how she would like to be dressed; who she would want as the minister and whether she would want to meet him.
The person whose funeral it was to be told her family to tear up the brochure when he left.
One last incident that you should hear. Recently we had a funeral going to our local crematorium. We turned into the driveway and I got out of the hearse to walk the last 100 yards in front of the hearse. As I was walking slowly along, another funeral turned into the driveway and proceeded to go in the out lane, overtake us and pull into the crematorium chapel. It transpired that they were late for their slot and wanted to get in first. I was absolutely speechless, however the funeral director had only been working for them for 6 months and had been let loose on the public so, I suppose, what do you expect? Again, a large company who charge about £1000 more than me.
These large companies say that they have the best training and development of their staff. Well, where is the evidence of this?
What can I say about these other guys except HOW DARE YOU treat our profession so shoddily and these families so thoughtlessly.
Going the extra mile feels so much better.