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3 Ways For Funeral Homes To Get Returning Customers

Morgyn Carroll • September 1, 2020

The funeral profession is a rare case in that we don’t hope for returning customers. However, when a death does occur within a family, more than once, we want them to trust us enough to handle their arrangements once again.

By far the most effective way to create a sense of loyalty to your funeral home is to perform an exceptional service for that family. However, there’s more that you can be doing to establish credibility with families. Here’s three easy steps on how to develop loyalty to your company and ensure your customers come back for your services when a loved one passes.

Remember Anniversaries/Birthdays

The deceased’s birthday, the anniversary of their passing, and holidays are sensitive times for a family. Be sure to check up on family members as they may be feeling more lonely or depressed during these times. They’ll appreciate the thought and feel your care for them.

Checking in from time to time creates a trust between you and the individual or family, and you’ll be fresh on their mind when they need your services again. .

Personal Aftercare

Aftercare is crucial to the success of your funeral home. Just because you performed a memorable service doesn’t mean your responsibilities are done. The family is still in the process of healing and it will take time. Following up with great aftercare will solidify your relationship with families.

Customers will choose a company and pay more for their services if they have a personal relationship and great customer service. However, one in three customers will stop using that company after a single bad experience, such as not following up. Growing the relationship with the family will ensure they choose you again and don’t go with one of your competitors.

Educate Families

Most people don’t understand the value of preplanning, and as a funeral director it is your responsibility to educate them. Your customers will appreciate your help and preplanning is a sure way to gain returning customers.

We understand how time consuming prospecting can be. Funeral homes will often outsource appointment setting as well to get a leg up on the competition.

Funeral Home Articles

Is Your Funeral Home Ready For 2021?

By Caden Rhoton • November 19, 2020

If there's one thing we've learned in 2020, it's that it's difficult to predict the future, and there will all be surprises that lie ahead. Businesses and individuals need to stay agile and adaptable to be ready for whatever life throws at them. 2020 has been a challenging year for the funeral profession and others as well. Still, we've seen that those funeral homes and funeral professionals who have focused on making their consumer experience as comforting and easy as possible are those that are winning. At Domani, we exist to help funeral homes help their families have a better experience. Through the power of text messaging, we follow up with families and give them the support and resources they need following a loss. That great experience then leads to a positive online review and helps others looking for a positive experience to find that funeral home. It's a virtuous cycle that helps grow a funeral home's at-need business. When it comes to preneed, the same principle holds. If funeral homes can provide the experience a family is looking for, that will be the funeral home that wins. During 2020, our preneed appointment setting team has found great success in scheduling remote appointments. Funeral homes that have been willing to adapt and find new ways to do business have grown even during difficult circumstances. We firmly believe that technology will help us as a funeral profession provide those better experiences for families, but simply using technology for technology's sake is not the answer. We need to leverage technology to help provide personal, engaging experiences with families. We shouldn't use technology as a crutch or an excuse. It's another way to help the ones we serve and provide them the support they need during a difficult time. As we approach the end of the year and look forward to 2020, take some time to think about how your funeral home is providing meaningful experiences for families and how/what you can do to improve that in the coming year. If you're interested in learning more about Domanicare or Domani Appoinment Setting, please schedule a demo by clicking the link below.

5 Reasons to Text Your Aftercare Families

By Morgyn Carroll • August 28, 2020

The vast majority of people in the US and Canada use smartphones. Almost everyone has a smartphone nowadays. Remember when the first “smartphone” came out in 1992 and cell phones like the BlackBerry and iPhone were considered luxuries when they were first created? Now it’s a common sight to see an iPhone. Most funeral homes and cemeteries haven’t even scratched the surface of text-based aftercare, but with 80% of the U.S. population owning a smartphone, and that number expected to rapidly grow.

Top 6 Funeral Innovations to Consider in 2020

By Morgyn Carroll • August 18, 2020

The year 2020 has ushered in a new era of change. Masks are required, handshakes are discouraged, and hugs are forbidden. The funeral industry has long been thought of as “unchanging”, but this is far from true.