According to the National Funeral Directors Association (NFDA), people are expanding their concepts of how they want to honor their loved ones with end-of-life services. As a result, trends in the funeral industry are changing and becoming much more consumer-centric than they’ve been in the past. Here are three major trends that funeral home directors are addressing:
The NFDA reports, “Baby boomers see funerals as a valuable part of the grieving process and are seeking ways to make them meaningful. Today, funeral service consumers are planning funeral services that are as unique as the person who died. The idea of personalization has resulted in an explosion of unique services that reflect the hobbies, passions, and interests of someone who has died. Through personalization, funeral services can be more meaningful. Funeral directors can offer ideas on how families can personalize their loved one’s funeral and are open to family suggestions and creativity.”
Many baby boomers are choosing to pre-plan their own funerals in order to relieve their families of the burden. The NFDA says, “Planning one’s funeral in advance allows individuals to do their homework and select a funeral home that will meet the emotional and financial needs of their family. Planning funerals in advance allows individuals to plan a memorable funeral service that reflects their wishes.” Advance planning is yet another way that individuals are able to personalize their end-of-life service to memorialize their unique lives.
Reliance on Technology
The NFDA also confirms that today’s consumers are relying on the internet as a leading resource for information on their funeral home choices. As a result, funeral homes have increased their presence on the web to more easily display products and services, practices, and testimonials.
Many funeral homes now also help families create memorial videos with photographs and music to be shown at the visitation or a service. And some funeral homes now provide a live online video of services for friends and loved ones who weren’t able to be there in person.
Changing trends such as these reflect an overall shift toward more customized services that reflect each unique individual. Today’s consumers are expecting that funeral service providers will be able to accommodate these wishes, rather than simply offering a one-plan-fits-all approach. And it all comes down to communication.
In order to provide consistent communication and customer service, 24/7, leading funeral service providers are partnering with live answering services. The professional receptionists at answering services act as an extension of the funeral home staff, and have the knowledge to answer callers’ questions and provide information about what the funeral service provider can offer.
Answering service receptionists can also give helpful details about where to send flowers or donations as well as details about visitations and services. Whether by answering rollover calls when the funeral home staff is busy or by answering after-hours and holiday calls, answering services ensure that each caller is attended to quickly and competently.
As a result, funeral home directors and their staff are free to devote more time communicating with families who are in the planning stages, making sure that their wishes for a service as unique as their loved ones are honored.
If you’d like to learn more about how a compassionate, live answering service can serve your customers, contact Voice Link of Columbus, Inc. Customized communication solutions, secure HIPAA/HiTech messaging, and appointment scheduling will save you time and money while optimizing customer care.
We offer month-to-month service agreements, with no hidden fees, to meet your needs. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.
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