Cremation families are making choices from:

• Past experiences • Perceived value • Provided options

We must assure cremation families are given the same opportunity to choose from a wide palette of opportunities for honoring and remembering as burial families have always had.

MASTERSSERIES

The Five A’s of Creating a Transformative Family Experience

The Process of The Five A’s

Attention

First Call and Time of Transfer are important and sacred moments of interaction and assurance.

Their ability to trust the funeral professional and accept their guidance can hinge on that first impression.

Awareness

The demographics and religious affiliations of our families are changing rapidly.

If the only thing that the funeral home has to offer is a traditional religious denominational service, many cremation families will opt out of any type of gathering.

We must be prepared to offer services and officiants to meet the needs of each family. Are you prepared to serve the “none” (no religious affiliation)?

Articulation

The most valuable tools a funeral professional has is experience, wisdom and a voice. You need to be able to clearly articulate the value of the funeral to cremation families.

We must be prepared to engage with each family, to hear their needs and preferences and to articulate why a funeral is a healing and important part of their grief journey.

The Eight Most Important Words: Tell Me What That Looks Like For You !

©2018 Batesville Services, Inc.

Attitude

Too often, cremation families are treated like second-class citizens with no emphasis or creativity on ceremonial aspects that should be incorporated in a service.

The curse of Just A

Funeral Professionals must approach each family with the dedication and determination to offer ceremonies at each encounter.

• Ceremonies for the body

• Ceremonies for the urn

• Ceremonies for placement

• Ceremonies for scattering

• Ceremonies for opening and closing services

• Ceremonies for the service

Now What?

1. Fight for your business and your profession.

2. Analyze everything you are doing.

3. Strip it down and see how a family feels every step of the way.

4. Offer celebrants and ceremony.

5. Resist the urge to say “but”…

For more information on celebrant training, please visit Glenda at www.insightbooks.com/celebrants or email at glenda@insightbooks.com

The Five A’s of Creating a Transformative Family Experience