Frazer Blog

Are you giving your families what they want?

by | Jun 3, 2016 | Funeral Profession

Two men in a cafe talking

As a funeral director, you work hard to provide your families with everything they need in a difficult time.

You are there to provide guidance on their options, help them plan a memorable service for their loved one, and so much more. But although you give them everything they need, are you giving them everything they want?

We’ve compiled a list of things that most people want when they are making an important purchase decision:

More Personalization

According to Customer Experience Insight, one of the top client expectations these days is a personal connection. They want to feel like they are getting something unique to them.

This is obviously a very important thing to keep in mind if you work in a funeral home because everyone wants to make sure their loved ones are remembered for the individual that they were. Funeral homes can provide this personalization in many ways, including:

More Options

Customer Experience Insight also states that clients want to have choices — whether it be choices of products or choices of how to contact the person they need to talk to within the business (phone, email, chat, etc.).

The prevalence of this need in funeral homes is clear. Families want to have options for how to lay their loved one to rest. Some want a traditional funeral, some want cremation, some want a green funeral, and having a variety of options allows you to better serve your families.


This one might be a little obvious, but it’s worth mentioning. End of life care is a huge part of someone’s life, and how things are handled is incredibly important to families.

According to Inc., most people would rather buy from somebody they like. Your families want to know that they can trust you with the care of their loved one, and they want to know that you are willing to help them with whatever they need in this trying time.

Ease of Doing Business

According to a study done by Ian Golding, a certified customer experience professional, 23% of people say that the ease of doing business with an organization is one of their three most important considerations.

He goes on to say that customers want websites that are easy to navigate, products that are easy to access, and people that are easy to contact. Organizations that make it difficult to interact ultimately lose out.

Are you providing everything your families want? If not, let us help. Frazer Consultants is all about helping you work smarter, not harder. Give us a call at 866-372-9372 or fill out the form below and our team will show you the possibilities.


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