MAGAZINE
CEMETERY CREMATION FUNERAL
ICCFA 2019
Convention &
Expo Coverage
L earn from the best: ICCFA University, July 19-24, 2019, Memphis, Tennessee
smart phone scan Property in photo is Fairview Cemetery, Westfield, NJ, Merendino client since 2005
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J U LY 2 0 1 9
11 12 13 14
International Cemetery, Cremation and Funeral Association®
Promoting consumer choices, prearrangement and open competition
15 16 17
Providing exceptional education, networking and legislative guidance and support
18 to progressive cemetery, funeral and cremation professionals worldwide
19 20
12 President’s Letter 62 Supply Line
Are we equipped to serve? 64 Update: Allegheny observes
21 by Jay D. Dodds, CFSP its 150th Memorial Day
14 Washington Report 69 Convention speaker index,
Capitol Hill visits: contact information
Scenes from the 2 0 1 9 ICCFA Convention
& Expo in Charlotte, North Carolina:
ICCFA members meet old friends 70 Calendar
& make new ones
(1 -1 0 ) Firs t-time attendees : by Robert M. Fells, Esq. 70 Classifieds
1 . Ros e Marie Toves (p. 1 7 ), 70 Ad Index
2 . KeynaChiles (p. 5 4 ),
3 . Steven Bruk en (p. 2 8 ),
10 EXPO HALL
4 . Kellen Stros nider (p. 4 6 ),
44 From the expo to the hospital, with a good outcome
5 . TabithaVick ers (p. 2 7 ),
more exhibitor photos, pp. 34, 36-37, 56, 60-61, 69 and 70
6 . Daniel Oles ins k i (p. 2 7 ),
7 . AlejandraHernandez Arias (p. 4 6 ), 15 CONVENTION OVERVIEW
15 NASCAR Hall of Fame: The Welcome Reception
8 . Tek eavias Byrd (p. 4 6 ),
16 Photos from the 2019 Convention & Expo
9 . Michael Lewis (p. 1 0 ) and
10 First-timers (more first-timers pp. 17, 27, 28, 46 and 54)
1 0 . Lauren Temple Ruff (p. 2 8 ).
Comments from people attending their first ICCFA Annual Convention
1 1 . Though it s nowed abit one day,
s pring was definitely in the air, and the 18 AWARDS & RECOGNITIONS
trees were blooming outs ide the con- 18 New members elected, named to ICCFA board
vention center.
19 ICCFA members earn professional certifications
1 2 . Keynote s peak er Drew Dudley (p. 2 6 ). 19 Quarter-Century Club
1 3 . ICCFA 2 0 1 8 -1 9 Pres ident Chris tine 20 Ernie Heffner, CFuE, accepts Lasting Impact Award
Tos on Hentges , CCE, accepts her a
plaque commemorating her s ervice as
22 Donors give $385,000 to Educational Foundation
pres ident from 2 0 1 9 -2 0 2 0 Pres ident J ay 24 KEYNOTE SPEAKERS
D. Dodds , CFSP.
24 Plan for who will be the calm in the chaos when tragedy strikes someone
1 4 . In the Expo Hall at The Fores ight in your organization
Companies booth.
26 Learn to recognize and demonstrate everyday leadership
1 5 . Ernie Heffner, CFuE, accepts the
Las ting Impact Award from ICCFA 26 Prioritize character goals
Educational Foundation Pres ident J im 27 Learn how to set proper goals
Price, CCFE, CCrE (p. 2 0 ).
28 CREMATION
1 6 . Attendees at abreak out s es s ion.
28 Understand why communication breakdowns can lead to lawsuits
1 7 . ICCFA Cremation Couns el Poul 28 Don’t offer only two choices
Lemas ters , Es q., s peak s at the Legal &
Legis lative Lunch. 28 Record proper data on a proper form for ID of the deceased
1 8 . The Welcome Reception at the 30 TECHNOLOGY
NASCAR Hall of Fame (p. 1 5 ). 30 Use Facebook strategically to keep friends from unfriending you
1 9 . Amy Shimp and Del Doleman at the 30 Use Facebook obituary-sharing to drive traffic to your website
American Cemetery Supplies booth.
30 Incorporate technology to create the experience consumers expect today
2 0 . J ohn “Gerald” Harris and J es s ica 30 Make sure the person handling your Facebook page is qualified
Rus h at the Firs t-Timers Reception.
30 Know your bounce rate
2 1 . Keynote s peak er Mindy Corporon
(p. 2 4 ).
30 Create videos of your business
➤to page 8
6 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
Every year,
we fund over
5 0 ,0 0 0 funerals,
serve over
2 ,8 0 0 funeral homes,
and pay out over
$ 3 5 0 million for
funerals.
We must be doing it right.
Admittedly, the stats are pretty impressive. No other insurance assignment
company can boast the number of funeral homes served or the amount of
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But what’s truly impressive is the way in which we work with our clients, as if
each one is our only one. And serving them quickly and painlessly is our only
job, which, in fact, is so. While bigger isn’t always better, sometimes it is. As in
the case of the company you want servicing your insurance assignments.
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& You
TABLE OF CONTENTS
32 HUMAN RESOURCES
32 Consider hiring more veterans
32 Be on the lookout for bullying
Mark 32 Investigate every complaint
your
calendar
32 Get creative to deal with the talent shortage & find good people
now 33 JFDA
for the 33 Accept that change is inevitable
2020
ICCFA 38 SALES & MARKETING
Annual 38 Even if you aren’t actively doing social media, do social listening
Conven- 38 Take a cue from AARP about what to post on social media
tion, 38 Learn what appeals to Generation X
March 3 0 -
38 Focus on customer experience
April 2 ,
in San 40 Use your website to tell people how to save money on a funeral
Antonio, 40 Post your prices online
Texas . 40 Take care in scheduling events
40 Get a CRM tool, a website chat box and live inventory data online
42 GRIEF
42 Help children grieve and heal
42 Plan a community memory bash
➤to page 10
ICCFA news
66 PLPA College: ICCFA calendar
A Whole New World with new horizons to go to www.iccfa.com for program, registration & scholarship info
pursue at PLPA College
July 17-19, 2019 2019 Crematory Operator Training
66 Membership benefit spotlight: July 16, Dallas Institute of Funeral Service, Dallas Texas
eHealth Medicare plans ICCFA Cremation Program Coordinator Poul Lemasters, Esq.
67 Thank you to our 2019 ICCFA Annual
Convention sponsors
68 Everyday benefits 2019 PLPA College
July 17-19, Holiday Inn, University of Memphis, Memphis,
Tennessee, PLPA Chair Roberta Knauf, CPLP;
Education Chair Leslie Reid, CPLP
Catch the WIRELESS newsletter in your
inbox for industry news, stories about colleagues 2019 ICCFA University
making headlines and updates on ICCFA July 19-24, Fogelman Conference Center,
educational events & conferences
University of Memphis, Memphis, Tennessee,
Chancellor Jeff Kidwiler, CCE, CSE
Follow the ICCFA’s LinkedIn
page to read breaking news about
colleagues, the profession and the 2019 Executive Leadership Summit
(formerly the Fall Management Conference)
association
September 25-27, Hyatt Regency Tamaya,
http://bit.ly/2du252P Santa Ana Pueblo, New Mexico
Follow the ICCFA on Twitter Co-chairs Stacy Adams and Steve Feliciano
to receive instant updates on the 2020 Wide World of Sales Conference
association’s educational events January 15-17, Luxor Las Vegas, Nevada
& conferences Co-chairs Yvonne Slonaker, CCrE, and Don Winsett
http://twitter.com/iccfa
Like and follow the ICCFA 2020 ICCFA Convention & Expo
to read up-to-date news on the March 30-April 2, Henry B. Gonzalez Convention Center
industry, ICCFA members making & Grand Hyatt, San Antonio, Texas
headlines and ICCFA events &
Co-chairs Gino Merendino and Robbie Pape
promotions
8 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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Magazine staff nadira@iccfa.com ; 1.800.645.7700, ext. 1225 100, Sterling, VA 20164-4468; 703.391.8400;
Susan Loving, managing editor Robert M. Fells, Esq., general counsel FAX 703.391.8416; www.iccfa.com. Published
sloving@iccfa.com robertfells@iccfa.com 10 times per year, with combined issues in
March-April and August-September. Periodicals
Rick Platter, supplier relations manager Brenda Clough, office administrator postage paid at Sterling, VA, and other offices.
rplatter@iccfa.com; 1.800.645.7700, ext. 1213 & association liaison; bclough@iccfa.com; Copyright 2019 by the International Cemetery,
1.800.645.7700, ext. 1214
Katherine Devins, communications manager; Cremation and Funeral Association. Subscription
Daniel Osorio, subscription coordinator
12 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
PRESIDENT ’S LET TER
learning deep dive that teaches skills and
builds relationships for a lifetime. One
characteristic that sets the university apart
from other learning opportunities is that
SIMPLE
the courses don’t simply “cover a topic,”
they teach proficiency in a skill. These
classes are intense, and the expectation is
that each student elevates their game after
TIME-SAVINGS
their week in Memphis. When speaking to
an ICCFA University attendee or graduate,
one always gets a feeling of “Wow!
That person knows what they are talking
about!”
The Executive Leadership Summit
(formerly the Fall Management
Conference) is always a highly-charged
learning experience for those already in
leadership and management—or aiming
to be. It features speakers with incredible
pedigrees who make presentations
covering the topics and skills necessary
if you want to shape your organization’s Time is tight during funeral
strategies for the long term. This is a no-
arrangements, but you can’t be
miss event for anyone who wants to be
relevant in the future in meeting the needs tight with information families
of their business and their customers. need to know. Wilbert’s simpliFi™
Learning also can be incredibly fun program can help with
and rewarding. The Sales and Marketing both challenges.
Committee’s Wide World of Sales
Conference, held each year in January, In just under 4 minutes,
is a great example. This year the fast- simpliFi informs families
paced “Dead Talks” educated attendees
on outer burial container
about dozens of topics in a quick and fun
atmosphere. Each speaker addressed a key choices, including how
subject with authority, sharing their secrets they can be used to create
to success. This format, which will be used a treasured tribute to their
again in 2020, makes the two-day program loved one.
go by at an incredible pace, and there’s
nothing like being surrounded by 300 Simple time savings with
sales leaders to get you excited about our smart results.
profession and what we’re accomplishing.
Take these opportunities to learn and
become a more skilled professional as you
serve people who truly need your help.
If you need some financial assistance to
attend, look to the ICCFA Educational
Foundation, which now offers more than
100 scholarships.
We as cemetery, cremation and funeral
professionals will be a major part of end- Call your Wilbert provider or attend a webinar:
of-life experiences in the future only if wilbert.com/simplifi/webinars
we can articulate the value we provide.
Our organizations are only as strong as
the people who work in them and who
represent us to our customers. Strengthen
your organization by taking advantage of
the opportunities the ICCFA offers. Our
future is up to us. r
O
n May 8 and 9, 2019, members of online price posting requirement. Our group
ext. 1212
the ICCFA Government and Legal also discussed three other critical issues that
direct line: 703.391.8401
Affairs Committee gathered in affect our members’ businesses. First, the
➤Fells is ICCFA general Washington, D.C., for our annual series of pending H.R. 1835 that seeks to regulate the
counsel, responsible for Capitol Hill meetings. These also included trafficking in non-transplant body parts and
maintaining and improv- a meeting with high-level FTC staff to tissue/organs. This growing industry is largely
ing relationships with discuss the upcoming Funeral Rule review unregulated at the state and federal levels.
federal and state govern-
and related issues. This annual event began Abuses have already occurred and there is an
ment agencies, the news
in February 2006 when the group narrowly ongoing FBI investigation over allegations
media and consumer organizations.
missed a snowstorm that hit the city only two of deceptive practices. The ICCFA supports
➤ Fells has worked on behalf of the ceme- days before our arrival. Washington weather the passage of this legislation and our
tery and funeral service profession on legal
is notorious for its changes, not unlike its Government and Legal Affairs Committee
and legislative issues since 1975 and joined
politics, and by the time our members arrived feels strongly that the association should help
the ICCFA staff in 1983. He is retired from
his position as the association’s executive on that first visit temperatures were in the 60s. spearhead efforts to enact such legislation.
director, which he held for six years. This year we were joined for the third Our Capitol Hill “gang” also met with
time by Barbara Kemmis, CANA executive many key members such as Sen. John
➤ He has published
director, and also by Jerry Desmond Jr., Barrasso (R-WY), Rep. Peter King (D-NY),
a number of books.
His latest, “The Curse executive director of the Cemetery and Rep. Joe Kennedy (D-MA), Rep. Kenny
of the Tomb,” brings Mortuary Association of California. Our Marchant (R-TX), Rep. Dina Titus (D-NV),
back Maj. Alexander ambitious 28 meetings were carefully divided Rep. Gus Bilirakis (R-FL) and Rep. Cathy
Armstrong, who featured among our 20 attendees and included a McMorris Rogers (R-WA).
in two previous books. meeting with the House chaplain, Father We discussed a second critical issue
The discoveries of Conroy. For sheer numbers, our meetings and regarding consumer data privacy legislation
the royal tomb of King participants this year are an all-time record. that is developing in Congress. Consumer
Tutankhamen creates a Another first for this year, we had to split groups are increasingly demanding the right
huge black market in forgeries of antiquities our numbers between the FTC meeting and to remove personal data businesses have
where the stakes include murder, and the
a House Energy Committee hearing on FTC about their customers. However, this goal
British government seeks assistance from
Oversight scheduled at the same time. may conflict with existing laws requiring
the Americans.
Let me share my personal impressions businesses, such as cemeteries and funeral
of the meetings with the understanding homes, to maintain consumer data into the
that other participants may have different future. We expect that federal legislation on
perspectives. Our first stop at the Federal this issue will be proposed soon.
Trade Commission indicated that staff are A third critical issue is the loss of the
keeping an “open mind” on the concept of deduction for investment advisory fees by
requiring the mandatory posting of the GPL trusts. This deduction was abolished by last
online as part of amending the Funeral Rule. year’s tax reform act and there is universal
At least one consumer advocacy group is agreement that the repeal was “an unintended
urging the FTC to require mandatory online consequence” of the rush to enact the new
posting of funeral prices. law. Our group met with tax counsel in both
FTC staff told us that an announcement the House and Senate Finance committees.
on the rulemaking would likely be made by There is support for a “corrections” type
the end of this year, and that the deadline for of bill down the road to restore certain lost
public comments by interested parties would deductions, but the consensus we heard
be during early 2020. We inquired whether on the Hill is that such a bill will not be
the FTC currently requires any industry introduced until 2020.
or profession to post its prices online. We Thanks are due to Mary Beth McGowan
were told that while there is no price posting and her colleagues at Dykema, our lobbying
requirement, written disclosures in other trade firm, for their work in preparing us for
regulations, such as the Used Car Rule, now these meetings and coordinating the many
must be made online. appointments. Finally, everyone in our group
Our meetings with congressional wants to thank Mike and Jinny Doherty for
members and their staffs went well, and once again hosting their annual dinner for our
they shared our concerns with a mandatory Capitol Hill “gang.” r
14 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
Welcome Reception
A special welcome reception at the NASCAR Hall of Fame, right around the corner from the
convention center, got everyone revved up for the 2019 ICCFA Annual Convention & Expo.
Above left, ICCFA 2018-2019 President Christie Toson Hentges, CCE, welcomes attendees. Above right, attendees mingle and
enjoy hors d’oeuvres at stations placed throughout the building. Below right, some of the drivers’ uniforms on display.
1
1 Convention Chairs J ohn
Gouch J r. and Mathew
Foras tiere are all s miles .
2 ICCFA 2 0 1 8 -2 0 1 9 Pres i-
dent Chris tine Tos on
Hentges , CCE, gets ready to
rais e the flag that will open
the 2 0 1 9 ICCFA Expo Hall
for bus ines s . 3 The annual
Firs t-Timers Reception.
2
4 Maj. Gen. J ames T. J ack s on,
U.S. Army(retired), s pok e to
convention attendees about
the Vietnam War Commemo-
ration effort, which aims to
thank Vietnam veterans and
their families for their s ervice
and s acrifice. His appearance
at the convention was part of
the work being done bythe
ICCFA Veterans Committee,
which is urging ICCFA mem-
bers to become commemora-
tive partners .
3 4 www.vietnamwar50th.com
5 6 7
Signing book s for old and new fans after their pres entations , s peak ers : 5 Allis on Gilbert, 6 J on Acuff and 7 Drew Dudley.
16 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
FUN ER AL A S S OC IATIO N 2 019 CON V E N TIO N & E X PO
ICCFA 2 0 1 8 -2 0 1 9 What did you
Pres ident Chris tine think of your
Tos on Hentges , CCE,
accepts gifts from first ICCFA
international repre- convention?
s entatives 8 Wang
J is heng (China)
and 9 J uan Pablo
Donetch Odriozola
(ALPAR, the Latin
American cemetery
and funeral as s ocia-
tion). Look ing on is
ICCFA Vice Pres ident
Marlan Gary
and ALPAR member
Marlan Gary
Andrés Aguilar. 9 Funeral Home,
Columbus, Ohio
It was my firs t
8 one, but defi-
nitely not my las t
one. I met a lot
of great people,
a lot of great
s eminars , the
exhibit floor
was great.
A wonderful
time.
11
1 1 People s ocialize at the ICCFA Educational Foundation Reception.
10
1 0 The amount of campaigning
for ICCFA board s eats varies . Ros e Marie
Veteran AndyLopez’s blank et/ 13 Toves
billboard dis played in the Expo Our Lady of
1 3 The high-tops at the Peace Funeral
Hall: “Vote for Andyto be on Clos ing Reception fea-
the ICCFA Board or you don’t Home, Barrigada,
tured planters that fit in
love America.” (He won.) 12 with the NASCAR theme.
Guam
I lik e it; it’s been
interes ting.
Craig Zitterman
Glen Eden
Lutheran
Memorial Park,
Livonia, Michigan
14 It’s wonderful.
Very entertaining
1 2 Attendees s ocialize between break out s es s ions .1 4 The PLPA Reception drew a large crowd. and educational.
ICCFA 2 0 1 8 -2 0 1 9 Pres ident Chris tine Tos on Hentges , CCE, s peak s at the annual bus ines s meeting, where attendees elect
new members to the ICCFA Board of Directors . Lis tening are as s ociation officers , from left, Pres ident-elect J ay Dodds , CFSP;
Vice Pres ident Lee Longino; Vice Pres ident Mitch Ros e, CCFE, CCrE; Treas urer Gary Freytag, CCFE; Vice Pres ident Andrés
Aguilar; and Secretary Robbie Pape.
➤from page 18
The presidential appointments to represent Professional certifications
the ICCFA on the Cemetery Consumer The ICCFA’s
Service Council are: certification
• Thomas P. Daly, CCE, CHS Consulting program recog-
nizes individu-
Group, Westwood, Massachusetts; and
als who have
• Stephen Burrill, CCE, CCrE, Mount demons trated
Hope Cemetery, Bangor, Maine. a high degree
Members of the 2019-2020 Executive of competence
Committee are as follows: and a high
• ICCFA President Jay Dodds, CFSP, Park level of
Lawn Corp., Houston, Texas; cemetery,
• ICCFA President-Elect Gary M. cremation
Freytag, CCFE, Spring Grove Cemetery & or funeral
management
Arboretum, Cincinnati, Ohio;
or s upplier
• ICCFA Immediate Past President experience
Christine Toson Hentges, CCE, The Tribute and s k ills . The
Companies Inc., Hartland, Wisconsin; Certified CemeteryExecutive, Certified Funeral Executive, Certified CemeteryFuneral
• Jeff Kidwiler, CCE, CSE, Blackstone Executive, Certified Cremation Executive and Certified Supplier Executive titles are the
Cemetery Development, Santa Ana, k eys tones of the as s ociation’s recognition of excellence and achievement. From left,
California (president’s appointment); and J eff Kidwiler, CCE, CSE, head of the certification committee, at the 2 0 1 9 convention
• Frederick Lappin, CCE, Knollwood pres ented certificates to Nick Timpe, CSE, webCemeteries .com, Virginville, Penns yl-
Cemetery Corp., Canton, Massachu setts (past vana; Angela Byrum, CCE, Williams burg Memorial Park , Lightfoot, Virginia; and
Chad Ayles tock , CCE, FairfaxMemorial Park & Funeral Home, Fairfax, Virginia.
presidents’ appointment). r
The Educational Foundation Reception was pack ed to s ee Ernie Heffner, CFuE, receive the Las ting Impact Award.
20 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
I C C FA 2 0 1 8 C O N V E N T I O N
E D U C AT I O N A L F O U N D AT I O N
ICCFA Educational Foundation Pres ident J im Price s igns a“check ” repres enting a
$ 5 0 ,0 0 0 donation on behalf of Corey Gaffney of The Gaffney Group.
22 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
E D U C AT I O N A L
F O U N D AT I O N LED Lig h ting Solutions
f or M e m or i a l P r od u c t s
E N E R G Y S AV E R
E A SY T O I N S TA L L
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1 8 7 7 5 1 5 -4 6 7 2
r Plan for who will be the calm And then, when I started eating, the only
in the chaos when tragedy s trik es thing I felt like I could eat was Snickers bars
s omeone in your organization and Coca Cola. So that’s what I ate for about
Mindy Corporon three days. Total survival mode. And then the
On April 13, 2014, I lost my father and my next thing I remember is my friends sitting
son. I was the last person who saw them me down at a table and feeding me a piece
alive in my home. I sent my dad and my of peanut butter sandwich or grilled shrimp.
14-year-old son to a singing audition. It They would ask, “What do you want?” But I
was at the Jewish Community Center. In didn’t want anything.
the parking lot, there was a man waiting, a So ask about food. Ask if they’re eating
white supremacist, and he ambushed them. healthy. Because if they’re an eater, they’re
Tragedy can be a one-time event—a very not eating healthy either. They’re eating pizza
significant one-time event—or it can be a and McDonald’s and Taco Bell.
long-term process. And with tragedy comes Let’s talk about “believe.” This may
trauma. I like to define trauma as grief, and seem like a silly comment, and you may
grief affects our heart, grief affects how we think, “Of course I’m going to believe
heal and shows us that sadness is really there. my employee.” If you say that and then
But trauma affects our brain. Our brains are they come in and say, “Last night, I was
very sensitive when tragedy happens. dreaming and I think I saw an angel,” you
As a manager, when your employee who need to believe them right then and there.
suffered a tragedy is walking in that door I don’t know how many of you have
the first time, it should not be the first time experienced tragedy and trauma, but
that you’re thinking about them. You know weird things start happening. Has anyone
there was a death, and you would have had doors slam, doors open, music come
been all over that. I know you helped with on? The afterlife is crazy. So when your
whatever you could for the funeral, but as employee comes in and needs to talk to you
they’re walking in the door, you need to about something completely nuts, you just
have done some preplanning. need to believe them.
You need to be the calm in the chaos. Something that will be easier: If they say
If you’re the owner, the CEO, the person We didn’t have dis as ter planning in this they need a few more days off work, believe
running the business, you need to be the calm way. We had dis as ter planning for if a them. If they say they need to come to work
in the chaos. If the tragedy happens to you, tornado happened, or aflood, or if our for a few hours, believe them.
then the next person down, or outside people, electricity went out. We had adis as ter What I mean by encourage is, at some
need to come in and be the calm in the chaos. plan for if I died, or my bus ines s partner point in time—and it may take some time,
What I recommend is that before a tragedy died. What we didn’t think of was , “Mindy maybe a week, maybe two weeks, maybe
happens in your location, if something hasn’t had two family members murdered on two months—but at some point, pretty soon,
Palm Sunday.”—Mindy Corporon
already happened, have this conversation: encourage the person who’s hurting to try
Who’s going to be the calm in the chaos? ask things like, “Are you eating healthy? to think about channeling their grief, their
I want you to think about an acronym, Are your finances OK? How is your brain anger, whatever they have, into a passion
ABLE. In order to be the calm in the chaos, today? What capacity are you at for the for helping other people in a particular way.
you need to be ABLE. You need to ask, you next hour?” A person after a tragedy cannot I want you, as an employer, to help find
need to believe, you need to listen and then think long-term. Our brains are back on the something, if they’re not finding something
you need to encourage. tragedy. Our brains are still focused on what on their own.
What you’re doing as an owner is asking happened, and we keep trying to change it. Did the person affected die from
the person who’s affected questions. What It takes a long time for us to stop trying to diabetes? Let’s use that as an example.
do I want you to ask them? It depends on change what happened. Encourage your employee to get engaged
how quickly you’re having a conversation What I don’t want you to ask is, “How with diabetes, but don’t stop there—engage
with them, of course. If you’re engaging are you?” Because they’re really sh**ty—so your team. There are walks all over
with someone within hours, you’re just don’t ask. I know it’s difficult, but really America, fundraisers. Walks and runs are
going to say, “I’m sorry; how can I help think through what you’re going to ask, write great because they’re a physical opportunity
immediately? What’s going on now?” It’s out notes. Ask if they’re eating. When stress to get out of the house, and the more
an emergency, all hands on deck. happens, we’re either starvers or eaters. physical things you do, the healthier you
But if you’re past that, I want you to I was a starver. I did not eat for four days. will be, mentally and physically. r
24 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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26 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
I C C FA 2 0 1 9 C O N V E N T I O N
KEYNOTE SPEAKERS
Starting s omething
new is fun, but the
future belongs to
finis hers .—Jon Acuff
The opportunity to choose a Keepsake Pendant
presents itself only once.
r Learn how to s et proper goals The comfort a Keepsake Pendant offers, lasts a lifetime.
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I C C FA 2 0 1 9 C O N V E N T I O N
TECHNOLOGY
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(267) 535 - 1490 or (267) 348 - 5059
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I C C FA 2 0 1 9 C O N V E N T I O N
HUMAN RESOURCES
r Be on the look out for bullying r Get creative to deal with the powerful than dollars: Praise
Stephanie Ramsey talent s hortage & find good people and commendation from the
Do you think bullying just happens in Mark Jorgensen immediate manager, attention
junior high and high school? It happens We have a looming shortage in talent that is from organizational leaders
in the workplace. There’s going to create acute problems, particularly and the opportunity to lead
currently no legislation on the licensed funeral director side. projects and task forces.
at the federal level that There are many reasons. In visiting and Praise and commendation
addresses workplace working with some of the mortuary schools, is more than an “attaboy,”
bullying, but it’s something I hear admissions are down, enrollment is or some patronizing comment. It’s genuine
being discussed. down, graduation is down and the national dialogue about work well done. It’s genuine,
Be aware of bullying board pass rate is not good. Those who exit heartfelt and very, very powerful.
in your workplace; don’t the profession before ever beginning an It has to be used with some discretion. If
allow it to take place, because it can apprenticeship are increasing because they it’s used all the time, that’s when it becomes
escalate to the next level. We’re seeing don’t understand what they got into. sort of patronizing. “Yeh, yeh, he says that all
all this violence in the workplace, and it So as we look at that shortage today, I the time, about everything.”
comes back, many times, to workplace suggest that it’s worsening. By 2030, many Attention from leaders—is that the same
bullying. of the boomers will have left the profession, thing? No, leaders up the hierarchy. Maybe
and we’ll have a millennial workforce by it’s the owner or a cemetery board member or
r Inves tigate every complaint and large in funeral service. What do we do the general manager. Attention from leaders is
Investigate every single complaint, today to attract the best employees for the critical. Leaders who want to know what you
even if you don’t believe it’s true. The long term and retain those folks? think, what you think could be improved.
moment you don’t investigate one and We often get ourselves in a box where we What about opportunity to lead projects
you investigate others, you have set think it’s all about salary. Does money matter or task forces? You say, “I’ve got a young
yourself up for losing if you ever have in the employment equation? Yes and no. In millennial who hasn’t even learned what
a lawsuit, because the first thing that’s one of the more recent surveys, if you look to do here yet. How could they lead a task
going to happen in a lawsuit is they’re at the factors ranked by the respondents, we force?”
going to ask you “Have you ever decided don’t see money in the top three: appreciation What could they lead a task force on?
not to investigate a complaint?” And you for your work, good relationships with Technology, social media. How empowering
say, “yes,” and there you go. You already colleagues and good work-life balance. All is that for a new employee who’s on the right
made a decision about whether or not that the way down at #8 is attractive fixed salary. track to say, “I get to lead a training on social
complaint was true. r Non-financial measures can be more media for the staff.” r
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CNOVNEVNETN
IOT INO N
AHLALL L
Director’s Buddy
Res omation
Carrier Maus oleum Cons truction Quick and Simple Imports Great Wes tern Ins urance Sk yways Media
The bigges t mis tak e I s ee r Learn what appeals Be sincere when you’re selling to me.
funeral homes mak e in their to Generation X Provide me options that are personal, that
Google bus ines s lis ting is Justin Baxley I feel are created for me. Don’t give me
putting their hours of opera- Here’s what you need to reasons why you think you’re the best that,
tion ins tead of “2 4 /7 .” When
know about Generation X. frankly, I can see right through. Provide
families look them up after
hours , they s ee them as be- It’s a smaller generation than me information I can use to make a good
ing clos ed, and thos e calls the baby boomers and the decision.
are jus t los t.—Welton Hong millennials. In terms of the And remember, I have a buying trigger.
adult population, GenXers represent about 25 If you can tie what you’re selling to the
r Even if you aren’t actively doing percent, but they represent more than a third idea that it’s going to benefit my personal
s ocial media, do s ocial lis tening of the spending power. well-being or the well-being of my family,
Welton Hong When you have the spending power, you you’ve got a strong chance of selling me.
This is critical: All of you should be doing influence buying decisions. They influence I’m not saying we’re selling a lot to Gen
social listening, which is monitoring and buying decisions for their parents. So it’s Xers on the pre-need side, but I will tell you
responding to comments. You have to assign important that we know how GenX feels that they influence the buying decision.
somebody on your team—if we’re looking at about buying decisions. GenX is very In instances where you can’t overcome
a large company, they would have somebody focused on sincerity and authenticity. This the objection of “I’ve got to talk to my
dedicated, all they’re doing is social listening. information comes from Centro Marketing, a kids,” it may even be a situation where you
Big companies like Nike have full-time people very generation-based research company. say, “Let me be a part of that conversation,
monitoring and responding. I want to focus on these words: “sincere, I think I can help educate them on this
For small businesses, you also have to personal, unbiased and well-being.” decision.” r
dedicate somebody on your team—typically
it will be a millennial; they’re on this device
(phone) all day long. Have them designated to The most important take-away is for that
be the manager, to moderate your social media 80 percent of the time, for every dollar that
presence. When somebody leaves a positive we earn doing the job we’re supposed to do,
comment, they should be responding to it. If we can earn nine times as much when we
it’s a negative one, of course, you’ve got to be create those remarkable experiences.
doing damage control right away. We want to share some steps for how you
Even if you’re not doing social media, can develop a strategy for a great customer
you’ve got to be doing social listening. experience program. First, you need to make
sure that you’re committed to this. It doesn’t
r Tak e a cue from AARP about have to be manager/owner/president of the
what to pos t on s ocial media company that drives it. You just need to make
What to post? Who is your demographic? It’s sure that at least one person is appointed in
typically going to be the AARP crowd. So the organization to be the cheerleader for it,
study what AARP is doing. They know their
Only one of 2 6 unhappy cus tomers will to own it.
demographics very, very well. actually tell you that they’re unhappy. There are plenty of organizations where
The mistake for funeral homes is to You have to k now how they actually felt you can actually send people to get certified
constantly remind people about death. I’m not about the experience, s o you have to get as customer experience leaders. It’s so much
going to follow a funeral home if all you’re their feedback , by s urvey, by s ocial lis - ingrained in business these days, that it really
constantly reminding me is that I’m dying. tening—you go to all thos e s ocial media
is a focus, and large companies are hiring not
You want to add value. You really do care s ites , you can interview people, you can
do focus groups .—Lori Salberg
only CFOs and CEOs but CXOs.
about people; you want to replicate that online.
If you look at what AARP does, it’s targeting Johnson: What does it
people 55+. What do they enjoy seeing on a r Focus on cus tomer experience mean if you kept a customer,
regular basis? Healthy living tips. Jake Johnson and Lori Salberg or you got a new one—or
To many of you, that’s very far away from Customer experience is the #1 competitive you lost one? Let’s say
what a funeral home should be posting, but advantage you have as a business today. you broke it down and got
who is your demographic? What do they Why? Because our customers’ experience to a cash flow contributed
enjoy seeing? Healthy living. Retirement life. will dictate whether or not they’re going to number and applied a
Personal finance tips for retirees. Traveling. talk about it on social media. multiple and came to about
Entertainment. In the book “Power Moments,” they talk $20,000 for a customer, more or less.
So layer these in on top of your other about how 80 percent of the time, we are If you had an arranger who stole $20,000,
content. It’s different, and most funeral homes just doing the minimum to make sure that what would you do? Probably have them
we work with still don’t find this comfortable, nothing goes wrong. That means 20 percent arrested. We don’t look at it that way when
but we educate them. If you’re just constantly of the time—and probably a little bit more in there’s a bad customer experience, but if that
reminding people about death, they’re gone, our profession—we are actually working for customer’s not coming back, that arranger
I guarantee. r those peak moments. has basically stolen $20,000, more or less. r
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r Us e your webs ite r Tak e care in We will never try to plan an event on Veterans
to tell people how to s cheduling events Day. It does not work with our community—
s ave money on a funeral Jill Lazar there are already too many events going on.
Ellery Bowker Scheduling events can be a So we do a veterans’ event a couple of
There are a couple of ways you problem. I like to think of us days later. I have veterans coming up to me
can remove fear and angst for as part of our community, but and saying, “Thanks for not doing this on
your families. One, I know this not in competition with our Veterans Day. Our Veterans Day is crazy; we
is blasphemy, is to tell families community. We always like go from one event to the next.” People are
how to save money on a funeral. to make sure when we’re hosting an event, thanking me and really loving this event.
If you have a page on your website about we’re not in competition with something The other thing about scheduling is that
how to save money on a funeral, you know that’s going on in town. we never know when we’re going to be busy
what that will do to your Google search Why? We don’t want to be drawing until we’re busy. We plan an event, and then
ranking? It will make it go up, because Google people away from our friends’ events, and we all of a sudden all craziness happens and our
is a matchmaker. It’s not a search engine, certainly don’t want to put a lot of money out staff members are running in every direction.
it’s an answer engine, and that’s one of the for an event and have the public go to some How do you get around that? First of
most searched terms out there with relation other event in town. all, get on the calendar. I don’t know how
to funeral service: “How to save money on a A good example of this in the little town many times I have heard, “Jill, I didn’t
funeral.” of Carlisle, Pennsylvania, we have the Army even know you were having an event
So what Google does is say, “Here’s the War College, and a very high number of tomorrow.” So it goes on the electronic
query; let’s scan the web and see who answers veterans retiring to our area. The first year I calendar, it gets written in every single
that question.” So if he types in, “How can I was working with Hoffman Funeral Home, I arrangement room, and I get a little note
save money on a funeral?” and she has a page said, “Let’s do a Veterans Day event.” I had a for every director’s desk.
on her website, in his geographical region, that great bus trip planned. But bringing them into the event
says, “How to save money on a funeral,” you The first two veterans I spoke with said, in a meaningful way is what gets their
know what Google does? They make a match. “Can’t make it; they’re doing a memorial attention. If I’m hosting a veteran event,
This goes back to why having FAQs is so dedication down at the square for Vietnam I look for the staff members who are
important on a website. You can get so much vets; I’ve got to be there. The second one veterans. They’re welcome to attend as
free traffic by helping Google. said, “My granddaughter’s school is hosting a guests, but how nice is it when they’re
veterans program where they’re honoring me working with other veterans as employees?
r Pos t your prices online and local veterans.” It shows that your business is veteran-
What does a family expect if they come to We immediately switched gears and said: friendly and employs veterans. r
your website looking for funeral pricing? The
price. How many don’t show the price? I know
why you don’t show your price, but I can r Get a CRM tool, a webs ite chat There’s nobody there, more
promise you, the customer does not. box and live inventory data online often than not, so you need
I bought my last car through text messag- Neil Sherrin a bot, a little message thing
ing. I literally didn’t speak to anyone till I went You can’t and shouldn’t do everything at that just pops up. They’re off-
to pick the car up. I took my family to Disney once. It’s impossible and overwhelming. But the-shelf, easy to buy, cheap,
World last year; I didn’t speak to a human depending on where you are on you journey, anybody can do it, and if you
being until they came to try to put the ears on there are probably three things you can do. can’t do it, somebody you
my head. First of all, you have to digitize your know can.
I couldn’t have bought that car, I couldn’t leads and your sales process, ideally with a As a minimum, what we need to be asking
have gone to Disney World, without knowing cemetery-specific CRM. We can’t emphasize is, “leave us your email address and a short
how much the price was. This is going to be that enough. It’s critical to your return on message, indicate what you want from us,
one of the things legislators are going to make investment, it gives you visibility of what’s and when the office reopens in the morning,
you do, but you should do it on your own. working marketing-wise, and when you close we’ll come back to you with what you need.”
You think your competitor is going to use revenue, you’re able to see if that contact Otherwise, you’re letting that traffic come
your GPL against you—trust me, they are came from any kind of marketing activity or to your website and leave, and it’s a wasted
using it against you. The only people you’re is it just purely the work of sales, or a walk- investment.
hurting is the consumers you’re trying to sell in. That gives you good information as to Finally, at the back end, enable your sales
your product to. where to spend in the future. teams with digital live inventory data, so
Here’s the real danger: You might be Second, chat box. Let’s say we do all whether they’re in a home, in their office
the better value proposition. But if your this paid advertising, then the cemetery at the cemetery or on the grounds at the
competitor shows their price and you don’t, office closes at 5 or 6 o’clock in the evening. cemetery, you’ve removed friction from the
people may go there because people don’t like Everybody finishes work at the same time, sales process. Don’t have salespeople saying,
not being able to find out how much it’s going goes home , has dinner and then is on their “Let me check if that’s still available.” With
to cost. They don’t need to know right down to phone while watching TV. They find their live inventory data, your salespeople can
the penny—they want ranges. r way onto your website. close more quickly. r
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EMBALMING
r Mak e embalming a priority r Plan a community memory bas h meet other people who desire
Jeffrey Chancellor Allison Gilbert to do the same thing, to make
One of the things companies I began raising my kids without their sure their loved one’s memory
that do a lot of embalming maternal grandparents. My daughter never endures—and it’s social.
have in common is workspace met either my mother or my father, and In this particular example,
design. It’s inter esting to me my son was only 18 months when my in Phoenix, Arizona, I bought
when I go to a funeral home to second parent, my father, passed away. This these very cheap frames from
see a brand new funeral coach scenario shows up time and time again in the an art supply store, and we
and then a 1937 porcelain funeral home or cemetery setting: How are had kids come in to decorate a very basic
table and a 1967 embalming machine in the we going to help our grandkids remember frame. Why? Because if a kid decorates
embalming room. the family members, the grandparents, a frame, if they have agency, making
Workspace design is extremely important: they’ve known too short a time? something, the picture that goes in it of a
Cushioned flooring, air ventilation, proper I created this idea called a memory bash, loved one will hold more meaning, because
equipment. And SOPs. a memory party. It’s an excuse to invite they’ve created it for grandma, to celebrate
Another thing the leaders do is invest in members of the community you have already grandma, grandpa, mom, dad.
continuous professional development. It’s served and also to put ads in the paper to It’s an event that fills people with
not getting their eight hours so that they’ve invite people to a party. You have food, of joy, because they’re sharing memories
got their state license, it’s developing their course, and you have drinks for toasting. together. That feel-good feeling about your
skills to the point where people become super The goal of a memory bash is to bring organization comes back, because what
confident, super valuable. families together for one purpose: to brought us together? This cemetery, this
And all of those firms have amazing remember and honor and celebrate loved funeral home; this is a really lovely way
policies on how they communicate to the ones together. That’s the headline. they brought us together to remember.
consumer what they’re going to do to care for The reason they will want to come is they What happens after the point of sale to
their loved one. r don’t want to remember alone. They want to keep the memories going? r
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experience in the
cemetery and funeral
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Nicole Zamora r Tak e care when you grow quick ly mowing crew working together, the busier we
Catholic Funeral & Gino Merendino got with interments, the worse the grounds
Cemetery Services, You can’t scale up quickly would look. So we separated the mowing
Sacramento, California without having some from the interments.
I’m having an amazing time
challenges. The first thing The second thing we did was look at
meeting lots of new people
who do what we do. I’m I would say is look at your the interments themselves. When you have
the director of community infrastructure. 850 interments a year, there are scheduling
outreach, s o I’m learning how to engage We’re gardeners, so the first conflicts. You could have 12-14 funerals
people more in different things . I jus t thing we looked at is the mowing. One of the in a day and you may not be ready for that.
came out of the cremation authorization things that cemeteries typically do is combine The risk of burying somebody in the wrong
forms s es s ion, which does n’t reallyhave the mower operators and the trimmers and location is hideous.
much to do with mypos ition, but that’s gardeners with the interment crew. We created an audit process before each
what I love about this conference, the fact The challenge is that as we were scaling burial took place, to make sure everybody
that you can help colleagues who didn’t
the cemetery up from 65 to 850 burials a was placed the right grave. Create an audit
get to come, s o I took copious notes .
year, when we had the interment crew and the process. Have your people check your map. r
46 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
Plots aren’t enough.
Interment can be challenging. Every cemetery struggles with capturing the cremation
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an alluring memorial environment. With 624 total urn spaces, and 540 additional
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Elizabeth Kubler Ros s r Remember that funerals today that. If an experience is a great one, we
wis ely s aid children are are experiences don’t always remember the cost.
forgotten mourners , and I Linda Stuart I remember it was expensive. But I
would add that people with The way we buy gifts for honestly right now could not tell you
cognitive dis abilities are
people has really changed. how much it cost. But if it had been a
ignored mourners .
We used to buy things. Now bad experience, you can bet that I would
—Marc Markell
we buy experiences. Hot air remember to the penny.
balloon rides. Here’s your As long as they can still afford to eat and
r Help families find ways to include
favorite car for the weekend. pay the rent, as long as they have a good
people with dis abilities in the funeral
And funerals are really no different. experience, people will spend money.
Marc Markell
A few years ago, my husband and I had
Many people with cognitive disabilities are
not involved in the funeral process. The more
the opportunity to go to Switzerland for r Learn the difference between
significant the disability, the more likely that is
vacation, and I’ve always wanted to go, ceremonies and rituals
it’s always been on my bucket list. He said Ceremony is defined as the formal act or
to happen.
“We need to do something really special event that is part of a social or religious
Some people with moderate to severe
when we’re there; we need to do something occasion. It can be secular, it can be non-
cognitive disabilities don’t attend funeral
really special to mark it. Let’s jump off a secular. It can be happy, it can be sad.
rituals. Why? Two things care providers said is
mountain.” Ceremony and ritual are not the same
they might act out, which is a possibility, and
And I said, “Are you crazy? I’m not thing. Ceremony is like a container, and it
they might not understand death.
jumping off a mountain.” holds all kinds of elements, including rituals.
Often when people say, “They probably
He was talking about paragliding, not What I see that’s missing in a lot of modern
wouldn’t understand what’s going on,” my
really jumping off a mountain. He had to do a celebration of life party-type occasions where
response, as nicely as I can say it is, “Who
lot of convincing, but I finally agreed. there’s an open mike and people are invited to
understands death?”
I’m so glad he talked me into that. I felt come up and talk—that’s not a ceremony, by
If the family and the community are
alive, I felt young. I wasn’t scared; it was the way—is rituals.
gathered for funeral activities, a person with
like floating on a cloud. I’ll never forget I think rituals help us do something within
a disability should be involved if that is their
how I felt. a ceremony rather than just speak. Sometimes
wish. And if a person is unable to commu-
But this is what I did forget: I forgot words are not enough; as human beings we
nicate whether they want to be involved or not,
how much it cost. Quality is remembered need to do something. Sometimes there are
I would always err on the side of inclusion.
long after price is forgotten. Gucchi said no words to express how we’re feeling. r
One of the things that I often ask is, “What
would you like to do to contribute to the
service?” Some people say they don’t want to
contribute anything, and that is their right. r In choos ing trus t or ins urance, Theising: When you are
It could also be that they need some cons ider what’s important to you considering a trust product,
suggestions. Some of the people I work with Elizabeth Kmiec and Ashlee Theising some important aspects to
have designed the memorial cards. One young Kmiec: A couple of key understand are whether they
man whose grandpa had died wanted to bring considerations related to can provide you a little bit
the train his grandpa had made him to the insurance-funded contracts: more flexibility in terms of
funeral. We talked to the parents, they put a First is choosing the right the payments. Trust contracts
blanket on the casket and put the train on it. provider. It is a partnership, don’t lapse like insurance
The question I think should be how do we so you want to make sure that contracts if they don’t get paid.
include people in rituals and not how do we the provider you’re choosing The age of the consumer isn’t as
exclude anyone. has the services that are most important, necessarily, with a trust product
It could be that the person may have some important to you. Do you need marketing as opposed to an insurance product. They
severe behaviors, so how might we include support? Would you like casket protection? don’t require additional licensing to sell
the person in funeral rituals? Let’s say they Choose the right mix of the product. and they give you more control over the
suspect that somebody might act out. Having Often the trade-off is commissions versus investment of the funds.
something to do might be helpful. crediting rate. It’s a balancing act of which is Some things that trusts don’t offer that
If a behavior is so severe that it’s going to more important: Is current cash flow to pay insurance does: When you sell a trust
disrupt the service, it could be that the person commissions to fund the current activities the product, you could potentially get retainage,
comes beforehand, or after, or for a visitation focus of your business, so you’re willing to but not all states allow you to do that. So
as people are leaving. Or the person could trade off some of your future earnings? Or if you need or want the current cash flow
participate in a crying room. are you happy to cover all of those sales costs but you’re in a state where you can’t do
They might need a lot of support, two or and try to get as much of an earning for a that with a trust product, then an insurance
three people who are there to support them future payout that you can? product might be a better option for you.
and answer questions, to help them so they can If you choose the right partner that can Also, you can have a different type of
behave in a way that’s not disruptive. r really work with you, they should help you investment risk when you’re using a trust
find the best fit for your business. product. r
48 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
The convenience you need
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You focus on your preneed program, let us focus on keeping your deathcare
trust records in order and up-to-date. 8 0 0 .7 4 9 .1 3 4 0 | fsitrust.com
In our culture, we embrace r Learn to s et SMART goals I decide before I started losing weight how
death. We don’t want it to Jodie Dupree much weight I needed to lose.
happen, but when it hap- If you weigh 300 pounds It’s not enough to just say “I want to lose
pens , it’s OK. We celebrate and say you’re going to lose weight” or “I want to make more money.”
it. You can s ee it in the dif-
weight and you lose one How much more money do you want to
ferent events we have.
—Gerardo Garcia pound, technically speaking, make? How much weight do you want to
you succeeded. Is that going lose? What job do you want have? What
to make any type of a realistic house do you want to buy?
r Get ready for a boom in His panic
funeral and cemetery s ervices change in your life? What specifically do you want to
Gerardo Garcia So we talk about smart goals. Everyone accomplish as part of your goal-setting?
There are 72 million baby boom ers. In 30 has probably seen the acronym for smart That is the first thing you have to do to
years, how many Hispanics are projected goals. Usually “s” is “specific.” A smart goal be successful. Successful people are very
to be in the U.S.? Double that. That’s the has to be specific. If I’m going to lose weight, specific about their needs. r
market we have to start getting ready for. It’s
30 years down the road, but that’s where pre- The actual company licensed personnel to provide those services.”
need business comes into play. We have to be values , as oppos ed to the That doesn’t sound bad, but what’s the
ready; we have to be proactive. nice-s ounding values , are compelling reason if I’m questioning whether
What is it we have to do? s hown by who gets re- I even want to use a funeral home or have
How about a true Spanish-speaking warded, hired, promoted or
a funeral? It’s lacking; I never started with
employee, not someone speaking Spanglish. let go.—Tyler Anderson
“why?” Why does a funeral matter? Why
In your communities, I’m sure you can find r Define your ‘why?’ would you even need this?
many well-educated, true Spanish-speaking Tyler Anderson Because it provides a platform and a
persons. According to DeLoitte, 73 percent of socially acceptable place to fall apart, to be
Hold services quickly. The anglo makes employees who say they work for a purpose- supported, and to take a meaningful step
an appointment for arrangements, and then driven company are engaged. If they define toward healing in the journey that’s to come.
they’re going to wait for somebody to fly in their organization as a non-purpose-driven If you’re able to articulate that in whatever
from Chicago. They can take a long time to one, 23 percent of them are engaged. So how way it means something to your business,
actually hold the services. do you create a purpose-driven workplace? that’s a much more compelling reason for a
Hispanics, no—it’s got to be soon. But The first thing we do is define it, and we family to come to you than “what” you do
we’re going to take our time during the start with “why.” I grew up in a funeral home. and “how” you do it.
visitation, so be ready for that. Be accom- The what: “We provide personalized services, I promise you whomever you’re
modating. Don’t think, “I need my chapel; burial or cremation, for families in our competing with in your market is very good
I need you out of here.” Charge them for it; community who have recently experienced a at describing what they do and how they do
make money on it—they will pay. loss. We have top-notch facilities that we’re it. They’re probably not as good at describing
Allow them to bring their own food and always investing in, we have highly trained, why it matters. r
drinks. Sometimes it’s not that appealing
because they can bring gorditos and tacitos
and it’s a little smelly, but maybe you can r Survey your employees often questions: Are you happy with your job? Do
have a chapel on the side, or theme out a Tim Bridgers you feel that I spend enough time with you,
location as Hispanic, if you have multiple I want you to think about do you feel valued?
locations. “How can I be better for my Include quantitative and qualitative
Have products for them. Even some U.S. people?” components. How valued do you feel at
suppliers are starting to bring in Latino- Measure. This is one of the work? Why do you feel that way? Try to get
Hispanic-themed products. harder things to do, because it them to elaborate.
Does everybody know what Dia de los takes a lot of creativity and it Measure often; send surveys to employees
Muertos is? The actual date? November 2. takes consistency, and that’s twice a year, at a minimum, mixed with one-
Don’t confuse it with Halloween. This is one thing we have little time to do because on-one communication.
folkloric, reverent. Latinos will bring in food, we’re in such a competitive business. This stuff is probably the last thing you
have feasts around the graves, bring flowers. Measure participation. Take note of who’s want to think about. You’re probably trying
Some other cultures think that it’s giving feedback, ideas at meetings. You to plan adding an event center right now, and
irreverent, so one of the things we’re doing might identify your next leader. a third crematory, thinking about adding a pet
with my firm is helping clients create micro- Conduct surveys. This is hard to do. A lot crematory, trying to decide between alkaline
cemeteries: Sections themed for Hispanics, of times I get one-on-one with employees and hydrolysis and a retort, things that in your
Muslims, Quakers, Jews. Anybody can go ask them pointed questions. But sometimes mind drive direct income to the bottom line.
anywhere, but in this micro-cemetery, you it’s important to do an anonymous survey, But your people are driving direct
can make people feel at home, welcome. In because some of your employees might be income to your bottom line, because they’re
each section, you allow each culture to be scared to give you direct feedback. representing you in the community, and with
themselves. r Do an anonymous survey, one to two every family who comes in the door. r
50 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
If crypt flies don’t keep you
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It’s bad enough that crypt flies are probably inhabit-
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Clos ure is a word that We seem to be hard-wired to work We think this is abs o-
cemeterians and fu- through losses and get through life. This lutely critical for funer-
neral directors s hould is significant to us as funeral directors al home profes s ionals
eradicate from our vo- and cemeterians. They call it coping ugly, as well, becaus e it has
cabulary. We don’t want to do with the de-
because sometimes it’s very difficult, but for
you to think that you ritualization of death
jus t come to the cem- the most part, human beings, according to and the trend toward
etery to dis pos e of your the science, are able to move on with life. no s ervices , both for
dead, you get clos ure So the question becomes one of funeral homes and for
and you never come qualitative ness, how can we help someone cemeteries . So it has
back . That’s not healthy qualitatively process this loss better? financial implications
at all. Social s cience They look at the integration of the loss for both funeral homes
now s upports this . in your life. This is very significant and and cemeteries .
When you experience important. I love that the science says, —Jason Troyer
a s ignificant los s , your
instead of cutting ties and getting closure How can we—and can we—actually
life is forever changed.
—C. Lynn Gibson and moving on, it’s better to continue the facilitate meaningful connection?
bonds with those we love. This is a picture from our cemetery,
r Cons ider a paradigm change We think this is very significant to the The Garden of Prayer. We are solidly in the
to s tay relevant—and to s urvive programming that we want to start doing Bible belt, in east Tennessee. But we don’t
Jayson Troyer, PhD, and at our cemetery. Jason and I came up with have a lot of folks walking into our office
C. Lynn Gibson, PhD three universal human needs we’re trying to saying, “I’ve got to be buried close to the
Gibson: We decided, before we created anchor our programs in: Every human being Garden of Prayer.” I’m sure there are a few
any new programs at the cemetery, we’d needs comfort, meaning and hope. This is a folks in our community it’s important to,
stop and think. We looked at the area of universal truth. but it is not the plan of the future; it is not
bereavement psychology and were amazed drawing new people, and that’s a significant
at how much that discipline has grown and Troyer: We’re really worried about the problem.
changed in the last 50 years. state of cemeteries in our communities. We So I think our answer is we need to
When you experience a significant loss, happen to be in a community with a growing include some non-religious yet very
psychologists no longer suggest that the population, and yet the number of calls, the meaningful features.
smart thing is to cut the ties. That used to be ways we’re serving families, has flatlined, You might have heard of something
the approach: “You need to cut the ties with and I think that’s the appropriate metaphor. called “the phone in the wind.” The first
your loved one and reinvest that energy We feel we’re fighting for relevance. one is in Japan, where someone created a
somewhere else.” Now they say, “No, this is We argue that cemeteries cannot simply reflection booth. He actually has a phone in
terrible. There’s no such thing as ‘closure.’” make a few adjustments to our current set it, to “connect” with the deceased.
We’ve learned a lot in recent years about of operating procedures. We think that these We don’t know if we’re going to put in a
human resilience. This has been a big wake- cultural factors that we’ve been describing phone, but what about a private place within
up call for me, because the psychologists are so powerful, that it’s going to require a the cemetery?
are saying that regardless of what you do pretty significant paradigm change. We happen to have a great view of
in terms of memorialization, regardless Because there is not an inherent tie from the Smoky Mountains at the back of our
of what kind of casket you pick out, what folks in our communities to our cemeteries cemetery. What if there’s a nonreligious
kind of vault, what kind of funeral or anymore, we’re going to have to go that place where people can take their coffee
memorial service you have, regardless of extra step to promote that meaningful and their journal or their devotions and sit
what cemetery you go to, human beings are connection to the cemetery and what it and be with their grief, think about the big
surprisingly resilient. represents. questions of life, in the cemetery? r
I’ve heard it s aid that over r Look for ways to during August. This is an underserved
5 0 percent of the indepen- promote organ donation population. In North Carolina, the majority of
dent funeral homes in the and recognize donors people waiting for a transplant are waiting for
United States will change Dorman Caudle kidneys, and over 50 percent of those who are
hands in the next 1 0 years . Have a ceremony during the waiting are African-American.
You can either look at that
month of April for donor Provide an opportunity to register as a
as “it’s time for me to get
out” or “it’s time for me to
families, recognized nationally donor at your funeral home. Most people go
get in.” If you’re going to as the Donate Life month, through the DMV. But I’m thinking there are
s tay in it, you have to be willing to inves t with many ceremonies and more funeral homes than DMVs.
in things that mak e your operation better. remembrance programs by organ procure- Include information about organ donation
When you talk about inves ting in the cur- ment organizations. Consider a remembrance on your social media platform, even if it’s
rent bus ines s , one of the places we can celebration at your funeral home. nothing more than a link to an organ procure-
inves t is in our people.—Doug Gober Recognize minority donor awareness ment organization. r
52 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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What did you think of your first ICCFA convention? Keyna Chiles
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Erik a Frank el I’ve es pecially enjoyed this women in Cremation Service,
Miami Dade College W.L. funeral s ervice s es s ion, becaus e that’s Charlotte, North Carolina
Philbrick School of Funeral s omething I have s o much trepidation I enjoyed it—it was great, a
Services, Miami, Florida about: How am I going to be perceived very good experience, and
I’m enjoying it a lot and as a younger woman in the indus try? I plan on going to wherever
learning a lot, es pecially in I’ve heard horror s tories , but this panel it is next year. San Antonio?
thes e break out s es s ions . addres s ed all of my concerns . That’ll be great!
54 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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56 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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Above left, Bob J enk ins provides the mus ical accompaniment for the annual pet memorial s ervice, always a moving cer-
emony. Above center, Bill Remk us pres ents the Golden Paw Award to Ros s DeJ ohn in honor of Magic DeJ ohn, his recently
deceas ed grief therapy dog. Above right, Annette J enk ins , Les lie Reid and Bob J enk ins at the PLPA booth in the Expo Hall.
r Study generational theory and Thes e are the Subaru They mature into risk-averse, conformist
us e it to s hape your mark eting “doggie drivers .” adults, they produce indecisive midlife
Subaru is fixated leaders, they maintain influence in
Chris Burke
on mark eting to the elderhood but they’re a lot less respected.
The 1991 book “Generations: The History protected and protec-
of America’s Future, 1584 to 2069,” by tive generations of the In our time, we’ve seen two generational
William Strauss and Neil Howe, brings boomers and millenni- cycles. The one we saw end was called the
forth the hypothesis that about every als . It’s all about s afety
great power cycle. The idealists of those
four generations, every 80 years, four and s ecurity, and Suba- times were called the missionary generation.
generational personalities repeat in fixed ru k nows what the pet The reactives of that time were called the lost
order, over time. A generation is about 20 adoption rates in thos e generation. The GI generation were the civics
years. You know the names: the boomers, generations look s lik e. of that generation, and the silent generation
It is off the chart.—Chris Burke
the GIs, the silent generation, the XGens. were the adaptives of that time.
words “secular crisis,” that typically means
The theory is that the generational The millennial cycle: The boomers are
a big war.
personalities archetypes repeat in a fixed the idealists of this time; the peer generation
The reactives grow up as underprotected,
pattern. Strauss and Howe aren’t marketing for them was the missionary. The Xers are
criticized youths. They mature into risk-
people; they’re historians, data analysts. the reactive generation. The millennials are
taking, alienated adults, mellow into midlife
There are four personality patterns the civics; their peer persons are the GIs.
pragmatic leaders who lead during the
associated with the generations. The first And the last generation, which wasn’t even
secular crisis. They tend to be respected but
one is called idealist: dominant, inner- born in 1991, are Gen Z or Next Gen, a
sort of reclusive elders.
fixated, increasingly indulged as youths, huge generation, the adaptives.
The civic personality pattern: They grow
they come of age inspiring a spiritual up as increasingly protected youths. They The millennial cycle began in 2009. We
awakening. They fragment into narcissistic come of age overcoming the secular crisis. are in the same alignment of personalities as
rising adults. They unite into a cadre of adults that are the late 1920s-mid ’30s, with the feel of the
They cultivate, ironically, moralistic very powerful; they are powerful midlifers country and the things happening now. We
principles as they enter mid-life. They and very busy elders. had the Great Depression in the late ’20s;
emerge as visionary elders guiding the The last is the adaptives: They grow up we had the great recession in 2008.
next secular crisis. When you hear the as overprotected and suffocated youths. The generational coherts seem to be
58 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
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60 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
I C C FA 2 0 1 9 C O N V E N T I O N
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62 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
S U P P LY L I N E
n DIG, parent company of n Christine Toson Hent- ship with EVERDAYS, Detroit, Michi-
FUNERAL DIRECTORS ges, CCE, president of gan. The collaboration gives Passare cli-
LIFE INSURANCE CO., THE TRIBUTE COMPA- ents the ability to offer their client families
Abilene, Texas, has named NIES, Hartland, Wisconsin, automatically created memorial announce-
funeral home owner Pat has received Wisconsin’s ments on the Everdays platform, reaching
Patton to its board of direc- Women-Owned Business everyone they need to.
tors. Patton is owner and fu- Certification. Wisconsin www.everdays.com
neral director at Patton-Schad supports the growth and www.passare.com
Patton Funeral & Cremation Services Hentges success of woman-owned
in the Sauk Centre area of Minnesota. businesses by providing certification that
www.funeraldirectorslife.com validates a minimum of 51 percent female
n THE CENTER FOR LOSS AND LIFE ownership, management and control of the
TRANSITION, Fort Collins, Colorado, company. The program was established
has two upcoming training sessions for to facilitate contracting capabilities for
caregivers on parental bereavement. The women with both the public and private
four-day trainings, “Companioning Bereaved sector. Hentges is immediate past president
Parents,” will be May 4-7, 2020, and January of the ICCFA. Wilbert’s simpliFI system for explain-
11-14, 2021, in Scottsdale, Arizona, and will www.tributeinc.com ing outer burial containers to families
be facilitated by Dr. Alan Wolfelt. Included in n PASSARE, San Francisco, California, consists of a short video and a table
the training materials are “The Handbook for has added an electronic check payment graphic.
Companioning the Mourner” and “Healing a feature. Clients can now run electronic
Parent’s Grieving Heart,” both by Dr. Wolfelt. check payments through Passare’s case n WILBERT FUNERAL SERVICES,
970.226.6050; www.centerforloss.com management sofware, which allows for in- Broadview, Illinois, has introduced a
n NEW MEMORIALS DIRECT, Gig stant ACH transactions anytime, anywhere, program called simpliFI, designed to
Harbor, Washington is now offering funeral using any device. Checks are processed take the confusion and complication out
home partners customized printed materi- through Passare’s integration with WePay. of the outer burial container to families.
als, including seasonal marketing images and “Traditionally, a funeral home may accept There is no cost to funeral professionals.
trifolds. NMD is printing all of its market- a check and deposit it a few days later,” The only tools used are a table graphic and
ing materials in-house. A free acrylic stand said Passare CEOJay Thomas. “Not only a short video. The program aims to present
for the trifolds is included with purchase. does this manual process take up time, information, including personalization
1.877.995.8767; there is also always the chance that the options, to families who may be time-
service@newmemorialsdirect.com; check may bounce. With this feature, crunched and distracted. The presentation
www.newmemorialsdirect.com funeral directors can process a check pay- takes an average of four minutes. Wilbert
ment immediately via ACH transaction. has scheduled webinars to teach funeral
n Darrell Hill, founder and CEO of That means that you will know right then professionals about the new program. The
ETERNITY GARDENS.COM, Chicago, and there if the payment is good or if the schedule is available at
Illinois, has been named to the Green family needs to find an alternative method i ert com sim ifi e inars.
Burial Council Board of Directors. of payment.” 1.888.WILBERT; www.wilbert.com r
www.eternitygardens.com Passare also has launched a partner-
Civil War veterans lead the 1 9 1 8 Memorial People gather for the Memorial Day s er- The 1 9 5 9 Memorial Day parade at Alle-
DayParade into AlleghenyCemetery. vices at Allegheny Cemetery in 1 9 5 9 . gheny Cemetery.
64 ICCFA Magazine “Like” the ICCFA on Facebook & friend “ICCFA Staff ”
U P D AT E
In memoriam n PARK LAWN CORP., Toronto, Ontario, Civil War stories, panels of local veterans tell-
is acquiring Horan & McConaty Funeral ing their stories and a reenactor of President
Davig G. Reichle Services and The Baue Funeral Home Co. Abraham Lincoln.
David G. Reichle, 45, Chi- for an aggregate total purchase price of ap- n Pierce Mortuary Colleges
cago, Illinois, died May 6, proximately $101.5 million in cash. Horan & has hired Hope Iglehart
2019. He was president of McConaty, Denver, Colorado, owned by John as president of GUPTON-
American Wilbert Vault Horan, traces its roots to 1890, and today op- JONES COLLEGE OF
Corp., representing the erates two cemeteries and 11 funeral homes. FUNERAL SERVICE,
third generation of the family business. Baue, established in 1935 and owned by Lisa Decatur, Georgia. Iglehart has
He earned a degree in business Baue, operates a large cemetery and four fu- extensive experience in both
administration from Emory University neral homes in the Greater St. Charles County higher education and funeral
in Atlanta, Georgia, and an MBA from area of Missouri. Both Horan and Baue will Iglehart service. She is a fourth-gener-
DePaul University in Chicago. remain active in their respective businesses ation licensed funeral director and embalmer,
Survivors include his wife, Amy M. following the close of the acquisition. Park as well as a certified crematory operator and
Reichle; three children; his parents; three Lawn and its subsidiaries own and operate cremation arranger. She has an MBA degree
sisters and two brothers. businesses including cemeteries, crematoria, from Piedmont College, a bachelor’s degree
Visitation was held at Friedrich-Jones funeral homes, chapels, planning offices and in English from Bennett College for Women
Funeral Home & Cremation Services, a transfer service. The firm has operations in and an associate’s degree from Gupton-Jones.
Naperville, Illinois. A Mass of Christian five Canadian provinces and 13 U.S. states. During her 18 years in academia, she served
Burial was celebrated at Immaculate n FOREST LAWN, Glendale, California, in numerous rules, most recently as cam-
Conception Catholic Church, Chicago, expanded its Memorial Day remembrance pus academic dean at Gupton-Jones, where
and interment was at St. Adalbert this year with Glendale Sunrise Rotary’s she also was student support coordinator,
Cemetery, Niles, Illinois. Field of Honor, a week-long series of free, instructor and program chair. Prior to joining
Memorial donations can be made to family-friendly educational events. Events GJCFS, Iglehart held various positions at
Immaculate Conception Catholic School, began with the dedication of a field of honor Athens Technical College and the University
7263 W. Talcott Ave., Chicago, IL with 1,000 American flags on the lawn of Georgia, including learning specialist, aca-
60631. r adjacent to Forest Lawn-Glendale’s entrance. demic advisement, registration and recruit-
Additional events included reenactments of ment and faculty. r
J
oin the Pet Loss Professionals Alliance for by anonymous telephone shoppers calling
the premier event in the pet loss industry. organizations offering pet loss services. Learn
This year’s PLPA College, A Whole New how to assess your team’s telephone etiquette,
World, will be on July 17-19 at the Holiday and how you can be confident that they really
Inn University of Memphis, in Memphis, “have the caller at hello.”
Tennessee. Here are some of the sessions at this
year’s PLPA College: Can History Predict the Future?
Coleen Ellis, CPLP
Thursday, July 18 If you’re a history buff, you can’t help but think when you
Risk Management in the Pet Loss Profession read or hear the morning news that you’ve “seen this movie
Jim Starks, CFuE, CCRE before.” What if you have? What if the rhythms of how four
Find out some of the risks that can affect a pet loss business. We different generational archetypes repeat and align over time
will start off with what could happen in the work environment actually helps forecast future behavior? Many of the most
such as theft and accidents. We’ll then discuss the different sophisticated marketers believe this is the case, and have been
OSHA standards that your pet loss business needs to be aware blending generational marketing theory with segmentation and
of and what measures are needed to address each standard. cohort modeling for nearly 30 years to instruct their marketing
Finishing up, we’ll touch on standard operating procedures and influence product design. You’ve likely never heard of this
that should be followed, from making the removal to returning before, but this presentation will have you raising an eyebrow
the cremated pet remains to the pet owners. Failure to properly and murmuring, “So that’s why they do what they do!” The
manage the risks of providing pet loss services and/or operating marketing insights of this presentation are fascinating and might
a pet crematory is an invitation for disaster. just help you develop the competitive advantage necessary to
enjoy how this movie ends.
Standard Operating Procedures
Kevin Woronchak & Mark Meinholz, CPLP Friday, July 19
Do you want to be considered “THE” place to go in your area Is Your Virtual Employee Performing at Their Best?
for pet deathcare needs? Is your business operating ethically, Holly Snyder
morally and within the PLPA Standard Operating Procedures? Your virtual employee is that extra person who is always there
Learn about the new PLPA SOPs, how to implement them and but always forgotten: your website and social media presence.
who will be checking for compliance. Is your website relevant for today’s pet parent? Is it attracting
business, educating your customers and monetizing correctly?
Working Lunch: The Importance of Pet Trusts When was the last time you did a content evaluation? Are you
Peggy Hoyt, CPLP using social media effectively? Learn how to make sure your
For most of us, there isn’t a week that goes by without us being virtual employee is performing at their best.
asked to help re-home a pet, especially in case where a pet
parent has entered hospice or died. During lunch, Hoyt will Legal Issues Pet Deathcare Providers are Facing
discuss best practices that you can share with families, so they Poul Lemasters, Esq.
can be proactive vs. reactive, ensuring their pet’s life does not What legal trends should you be aware of? As the pet death
have to end because their owner can no longer care for them. care profession continues to grow, so does the opportunity for
risk exposure. In this session, Poul Lemasters from Lemasters
What’s Your First Impression? Consulting will highlight four trends, each in a 15-minute speed-
Nicole “Nicki” Wiedeman, CSE learning format. This session will help you protect your growing
A phone call is often the first impression that families and business.
veterinarians have of your business. Is the impression you are
giving one of professionalism and caring? In this session, Nicki For more information on PLPA College, visit
Wiedeman will share what she has learned from data collected www.myplpa.org. q
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I C C FA N E W S
Thank you to
our 2019 Annual
Convention
sponsors
• Academy of Professional • Global Atlantic Financial Group
Funeral Service Practice • Global Recruiters Cincinnati
• ADDvantage Casket Co. • Guerra & Gutierrez Mortuary
• Answering Service for Directors (ASD) • Hillside Memorial Park & Mortuary
• Argent Trust • Homesteaders Life Co.
• Assurant • Inglewood Park Cemetery
• Batesville • Johnson Consulting Group
• Blackstone Cemetery Development • Legacy.com
• C&J Financial • Lending USA
• Cairn Partners • LoveUrns LLC
• Carriage Services • Madelyn Co.
• Carrier Mausoleums Constructions Inc. • Matthews Memorialization
• Cemetery360 • Merendino Cemetery Care
• Cherokee Casket Co. • National Guardian Life Insurance Co.
• Chosen Payments • NOMIS Publications Inc.
• ClearPoint Federal Bank & Trust • NorthStar Memorial Group
• Coldspring • Park Lawn Corp.
• Creedy & Co. • PlotBox
• Cypress Lawn • Precoa
• Disrupt Media • Service Corporation International
• Eckco Products • Spring Grove Cemetery & Arboretum
• Everdays • The Gardens at Gethsemane
• Express Funeral Funding • The Tribute Companies
• Forest Lawn Memorial-Parks & Mortuaries • The Woodlawn Cemetery
• Foundation Partners Group • UPD Urns
• Funeral Directors Life Insurance • webCemeteries.com
• Gaffney Group • Wilbert Funeral Services
Tile Artis ans Digital Imaging Global Atlantic Financial Group Catholic Extens ion
C O N V E N T I O N S P E A K E R C O N TA C T I N F O R M AT I O N
Acuff, Jon (p. 27), acuff.me Gibson, Dr. Lynn (p. 52), Smith Funeral & mamarkell@stcloudstate.edu
Anderson, Tyler (p. 50), Precoa, Portland, Cremation Services, Maryville, Tennessee, Merendino, Gino (pp. 32, 46), Merendino
Oregon, tanderson@precoa.com Lynn@smithlifeagency Cemetery Care, Linden, New Jersey,
Baxley, Justin (p. 38), Foundation Partners Gober, Doug (p. 52), The Foresight Compa- 1776gino@gmail.com
Group, Orlando, Florida, nies, Phoenix, Arizona, Mooney, Gwen (p. 54), Cave Hill
jbaxley@foundationpartners.com doug@theforesightcompanies.com Cemetery, Louisville, Kentucky,
Behounek, Josh (p. 46), Davey Heppell, Robin (p. 30), Funeral Gurus, Vic- Gwen@cavehillcemetery.com
Resource Group, Kent, Ohio, toria, British Columbia, Olvera, Jennifer (p. 54), Green Hills Memo-
josh.behounek@davey.com robin@funeralresults.com rial Park, Rancho Palos Verdes, California,
Bowker, Ellery (p. 40), Aftercare.com, Clin- Hong, Welton (p. 38), Ring Ring Marketing, jolvera@ghmp.com
ston, North Carolina, ellery@aftercare.com Las Vegas, Nevada, Primo, Joe (p. 42), Good Grief, New York
Bridgers, Tim (p. 50), Live Oak Bank, welton@ringringmarketing.com City, New York, joseph@good-grief.org
Wilmington, North Carolina, Hutchings, Jake (p. 32), Bradley-Morris Inc. Quiocho, Abbie Brammer (p. 32), Indie As-
tim.bridgers@liveoakbank.com and Recruit Military, Chesapeake, Virginia, set Partners, Indianapolis, Indiana,
Burke, Chris (p. 58), AGIA Affinity, Carpin- jhutchings@bradley-morris.com aquiocho@indieasset.com
teria, California, CBurke@AGIA.com Jay, Vicki (p. 42), National Alliance for Ramsey, Stephanie (p. 32), The Foresight
Caudle, Dorman (p. 52), Carolina Donor Grieving Children, Lubbock, Texas, Companies, Phoenix, Arizona,
Services, Advance, North Carolina, Vicki.Jay@ChildrenGrieve.org stephanie@theforesightcompanies.com
DCaudle@carolinadonorservices.org Johnson, Jake (p. 38), Johnson Consulting Salberg, Lori (pp. 38, 54), Johnson
Chancellor, Jeffrey (p. 42), Group, Scottsdale, Arizona, Consulting Group, Scottsdale, Arizona,
HS Eckels & Co., Guelph, Ontario, jjohnson@johnsonconsulting.com lsalberg@johnsonconsulting.com
jchancellor@eckelsandcompany.com Jorgensen, Mark (p. 38), Global Shadle, Carolyn, & Meyer, John (p. 58),
Corporon, Mindy (p. 24), Recruiters of Cincinnati, Cincinnati, Ohio, Interpersonal Communication Services,
www.mindycorporon.com mjorgensen@gmcincinnati.com La Jolla, California, cshadle@mac.com
Comerford, Brett (p. 32), Recruit Military, Kaplan, Rabbi Morton (p. 33), Shane, Rob (p. 30), Batesville, Batesville,
Virginia Beach, Virginia, Temple Beth El, Charlotte, North Carolina, Indiana, robert.shane@batesville.com
brett.comerford@recruitmilitary.com templebethel.org Sherrin, Neil (p. 40), Plotbox, Ballymena,
Dudley, Drew (p. 26), www.drewdudley.com Kmiec, Beth (p. 48), Clearpoint Federal Northern Ireland, neil.sherrin@plotbox.io
Dupree, Jodie (p. 50), SCI North Carolina, Bank & Trust, Batesville, Indiana, Speaks, Brad (p. 42), Speaks Family Legacy
jodie.dupree@sci-us.com elizabeth.kmiec@clearpointfederal.com Chapels, Independence, Missouri,
de la Cruz, Shawna (p. 54), Forest Lawn Lazar, Jill (p. 40), Hoffman Funeral Home brad.speaks@speakschapel.com
Memorial-Parks, Hollywood Hills, Califor- & Crematory, Carlisle, Pennsylvania, Stuart, Linda (p. 48), Toronto, Ontario,
nia, sdelacruz@forestlawn.com jill@hoffmanfh.com linda@linda-stuart.ca
Forastiere, Mat (p. 42), Park Lawn Corp., Leechner, Jack (p. 32), CCMS, Theising, Ashlee (p. 48), Clearpoint
Houstin, Texas, mforastiere@siggrp.net jlechner@ccms.edu Federal Bank & Trust, Batesville, Indiana,
Garcia, Gerardo (p. 50), Columbarium Lemasters, Poul (pp. 30, 54), Lemasters ashlee.theising@clearpointfederal.com
by Design, Santa Fe, New Mexico, Consulting, Cincinnati, Ohio, Troyer, Jason (p. 52), Mount Hope
g.garcia@columbariumbydesign.com poul@lemastersconsulting.com Grief Services, Maryville, Tennessee,
Gheith, Jehanne (p. 59), Duke University, Lopez, Andy (p. 30), Stonemor, Trevose, drjasontroyer@gmail.com
Durham, North Carolina, gheith@duke.edu Pennsylvania, alope@stonemor.com Williams, Paul (p. 46), Congressional Cem-
Gilbert, Allison (p. 42), Markell, Marc (p. 48), St. Cloud State etery, Washington, D.C.,
allison@allisongilbert.com University & University of Minnesota, pwilliams@congressionalcemetery.org r
Blackstone Cemetery Development J. Stuart Todd Inc. Crystal Remembrance Roberts & Downey Chapel Equipment
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