Customer experience has become paramount in all industries that are related to the end consumer. And specifically in funeral services, it hinges on how a family or an individual feels throughout the process of saying good-bye to a loved one. Often, discussions about the importance of good care focus on the period from first contact through the subsequent administrative procedures after burial or cremationbut we sometimes neglect including the critical aspect of choosing an appropriate final destination for a loved one, whether it be a burial or cremation. How To Provide Good Customer Experience in Funeral Home Services Improving a familys experience with funeral services must be addressed in three ways. First, you must perform the basics exceptionally well. Losing a loved one is a painful experience where people often feel vulnerable and may not be at their best to make important decisions. Therefore, it is critical to be transparent in everything, including prices and services, and to let customers know exactly what to expect, with no last-minute surprises. Second, its important to ask questions that identify the unique needs of each family, then efforts should be made to satisfy their requests. To achieve this, a well-trained team that is caring, empathetic, helpful and compassionate is essential. Funeral employes should be honest and trustworthy with a positive attitude and sensitivity to a familys budget. While the funeral team is fundamental to a good customer experience, there are other critical factors to also consider in fulfilling a familys requests, such as: 1) Coordination of the entire service, including administrative tasks after burial or cremation. 2) Proper preparation of the body so that family members can say goodbye to their loved one. 3) Maintenance and upkeep of your physical premises or website. Its also important to provide value to your customers with products and services that meet their needsdifferent farewell choices, payment options, grief support resources and digital channels, as well as options for the final destination of the cremated remains. Regarding a final destination for cremated remains, psychologists have suggested that it is best to choose a location other than a home, which will allow visitation by all loved ones, at any time. Additionally, keeping cremated remains at home may result in damage, loss and potential custody issues. At Southern Cremations Funerals, we have several options for cremation memorialization, including mausoleums, private burial estates, glass-front columbariums, beveled posts, benches, basic single side columbarium and special monuments. Finally, surprise customers with a personalized experience at some point during or after the serviceespecially if there is a ceremony that uniquely honors a loved one. Whether the body is present, or cremated remains are represented, it is important to recognize that each life is unique and each farewell should be, as well. And remember, remaining in touch with families after the funeral service is an excellent practice. It demonstrates to customers that the relationship with them goes beyond a commercial exchangethat their ongoing health and well-being is important and worthwhile. Southern Cremations Funerals opera funerarias de servicio completo en el área metropolitana de Atlanta. If youd like to learn more about what we offer, please contact us today. Miguel Brotns Cano Director de Operaciones Licenciado en Ciencias Económicas y experto en calidad y medio ambiente, Miguel cuenta con más de 20 años de experiencia en la gestión funeraria y de seguros en Grupo ASV, principalmente vinculados al transporte sanitario, negocios aseguradores y servicios funerarios. Miguel ha desempeñado el cargo de Director General y CEO de Limbo Disseny, cuya misión es ofrecer soluciones funerarias innovadoras y respetuosas con el medio ambiente. En España, ha sido miembro del subcomité de trabajo de la International Cremation Federation (Europa); de la junta directiva de la Asociación de Empresas Públicas de Funerarias y Cementerios, principal asociación española de empresas funerarias; y de los comités CNT-190 de UNE y del Grupo de AENOR para el desarrollo de modelos de certificación de la industria funeraria en sostenibilidad ambiental y social.