Synopses & Reviews
From personalizing memorials and visitations to aftercare for the bereaved, this thoughtful manual helps owners and staff of funeral homes and cemeteries better understand their customers and the special needs in tending to the grieving and burial process. Explaining the evolution and prospects of today's "experience economy" customer, this motivational resource offers practical guidance for exceeding expectations and provides suggestions for service issues particular to funeral homes, such as first impressions, telephone skills, competition, and arrangements. With the more than 70 issues addressed, funeral professionals will be able to meet and exceed the sensitive necessities of families in pain.
Review
"[This book] will inspire your passion and teach you the skills necessary to carry out our mission of compassionate and meaningful service." —John C. Carmon, president, National Funeral Directors Association
About the Author
Alan D. Wolfelt, PhD, serves as the director of the Center for Loss and Life Transition. He writes the "Children and Grief" column for
Bereavement Magazine and has appeared on
The Oprah Winfrey Show,
Larry King Live, and
Today. He is the author of
Healing a Teen's Grieving Heart, Healing Your Grieving Heart, and
Understanding Your Grief. He lives in Fort Collins, Colorado.