Elevate, Engage, Empower
This interactive workshop is designed to help funeral service professionals of all experience levels apply the principles and practices of hospitality to ensure satisfaction and loyalty among client-families and guests. This program looks at how understanding the needs and expectations while integrating customer focus can transform conversations and experiences.
Step into the world of compassionate care and professional service with our upcoming hospitality workshop tailored specifically for funeral directors. Join Lacy Robinson for an immersive experience where she delves into the art of hospitality and the moments of truth strategy to exceed expectations on every level.
Discover how to create a warm and comforting environment for grieving families arriving to complete funeral plans while feeling confident in your abilities to communicate effectively. Additional current hospitality and event planning trends are presented to help make all experiences more distinct and engaging.
This course invites all attendees to explore ideas and resources for designing contemporary tributes, living funerals, pet memorials, and birthday graveside services. As a bonus, Lacy will present her phone etiquette program from her greatest hits album.
- Location: Hilton Garden Inn Toronto Airport / Mississauga (google map/directions)
- Phone: +1 905-361-6300
- Website: Hilton Mississauga
- Parking: Free at the hotel
- Member Early Bird Registration: $695.00
- OFSA Intern Registration: $70.00 with promo code
- Non-member Registration: $895.00
- Hotel Room Rate $162: Book Here
Objectives:
- Identify and categorize the characteristics of hospitality within the funeral service industry.
- Understand the significance of hospitality in today’s funeral service landscape.
- Conduct a self-assessment to identify areas of improvement in providing hospitality.
- Learn from successful hospitality businesses and how they communicate their standards.
- Establish key performance indicators to measure the level of hospitality at a funeral home.
- Define service standards applicable to all team members in a funeral home setting.
- Explore the profile of client-families and guests, including their emotional needs and expectations.
- Implement strategies to better connect with female consumers visiting funeral homes.
- Enhance the guest experience through sensory elements and contemporary event management techniques.
- Develop problem-solving skills to creatively, and respectfully address unexpected challenges while setting individual performance goals for success.
Agenda at a Glance
| May 14th | |
| 8:30am | Registration |
| 9:00am | Welcome |
| 10:30am | Break |
| 12:00pm | Lunch |
| 2:30pm | Break |
| 4:00pm | Meeting Ends |
TRAINER
Lacy Robinson
Lacy is no stranger to OFSA and has offered funeral home clients more than 15 years of success in developing and facilitating customer service training programs. As an experienced coach and speaker Lacy has established organizations including Aurora Casket Company and the National Funeral Directors Association as leading providers of training and development for funeral professionals. Lacy currently serves as an instructor for Worsham College of Mortuary Science teaching Fundamentals of Customer Service and facilitates training programs for Johnson Consulting Group clients.
She is a licensed funeral director/embalmer, a certified funeral celebrant, member of board of trustees for the Selected Independent Funeral Homes Educational Trust, and has previously served on the APFSP Board of Trustees. She is a graduate of Georgetown College, Mid-America College of Funeral Service and Midway University with a MBA in Bourbon Tourism and Event Management. As an active member of Toastmasters, Lacy has achieved the designation Competent Communicator. Lacy is also an active volunteer for Hosparus Health in Louisville, Kentucky, and regularly presents engaging community programs to area senior adults.
Training Outline
9:00AM – AM
Introduction and opening remarks
The fundamentals of hospitality
Identify the characteristics and categories of hospitality.
The importance of hospitality today
Understand how funeral service fits into the hospitality industry.
Hospitality self-assessment to know areas of improvement.
9:30AM – 10:00AM
Learning from noteworthy hospitality businesses
How example companies communicate their standards
Key Performance indicates for measuring the level of hospitality at a funeral home
Defining service standards that apply to every funeral home team member
Learn guiding principles from other exceptional service-oriented businesses
Understand the role core values play in setting service standards
10:00AM – 10:30AM
Understanding the profile of client-families and guests visiting the funeral home
Learn their emotional, basic needs, desires and expectations.
Apply the moments of truth timeline for client-families and guests.
Identify other people who may have a different set of expectations (hospice, “shoppers”, etc)
Apply what women want when choosing hotels and restaurants.
Learn ways to better connect with women consumers.
10:30AM-10:45AM REFRESHMENT BREAK
10:45AM – 11:15AM
Compare hospitality trends that could be applied the funeral home guest experience.
Preparing for the arrival experience of client-families
Identify ways to establish a professional presence to create a positive first impression.
Conveying a warm and comforting welcome to families
Mastering the art of self-introductions (and giving a proper introduction)
How to give a proper tour of the funeral home
11:15AM – 12:00PM
Setting up the arrangement room and making it comfortable for family members
Managing expectations for families before starting the arrangement conference
Developing a conversational approach to providing memorable hospitality
Ten ways to elevate conversations with client families and guests.
Learn the art of storytelling to evoke emotion
12:00PM – 1:00PM LUNCH is SERVED
1:00PM – 2:15PM
Ways to enhance the guest experience through the five senses.
Reimagine event elements for planning contemporary tributes.
Designing a contemporary tribute through effective event management
(Memorials, Living funerals, Pet Services, Birthday Graveside Service)
Event management trends along with food/beverage trends
2:15PM – 2:30PM REFRESHMENT BREAK
2:30PM – 3:00PM
Apply problem solving skills to resolve unplanned issues creatively and respectfully
Reflect on challenges and areas of improvement
Set individual performance goals for success
3:00PM – 4:00PM
Phone etiquette skills for success.
How vocal quality impacts telephone performance
Apply techniques to improve speaking voice
Positive customer words/phrases
Best practices for administrative assistants
Receiving a first call from a family member
Handling cremation phone inquiries
What to say when a family says
Best practices for speaking to a hospice care team member on the phone.