Wednesday, October 21

9:15 - 9:30 a.m. Welcome

9:30 - 10:30 a.m. Keynote

Ignore Your Customers (and They'll Go Away): A Playbook for Creating Exceptional Customer Experiences

Micah Solomon
Author & Keynote Speaker

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. A senior contributor to Forbes. com, his expertise has been featured in The New York Times, Inc. magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review. Solomon’s broad expertise touches on the hospitality industry, retail, automotive, manufacturing, technology, banking and finance, the patient experience in healthcare, and nonprofit organizations.

Sponsored by:

10:30 - 11 a.m. Break

Take a break, visit the Expo Hall, or join your colleagues in a networking lounge!

11 a.m. - 12 p.m. - Concurrent CE Sessions

Customer Service
Move Over Millennials: What it Takes to Connect With Generation Z
Georganne Bender, Partner, Kizer and Bender Speaking!
Richard Kizer, Partner, Kizer and Bender Speaking!

In 2019, Generation Z surpassed Generation Y (millennials) as the largest generation in the U.S. And while millennials have been busy killing off well-loved traditions, such as cereal for breakfast (too much sugar), diamond engagement rings (already been done), golf (meh), and department stores (too big, too expensive), Generation Z is more interested in starting them (faux meat, anyone?). The kids of Gen Z are growing up and they are all about change, such as tweaking existing businesses to better suit their needs. Well, the funeral business is one of them, and you'll soon be working more with Gen Z as they take the lead in planning funerals for their loved ones. But how well do you know them?

(1 CE hour)

Professional Skills
Connecting with the LGBTQ Community
Sara Murphy, PhD, CT, Lecturer of Thanatology - University of Rhode Island
Tim McLoone, Funeral Director, Fluehr Funeral Home

The relationship between the LGBTQ community and the funeral services profession has historically been problematic, often due to stigma, oversight, and lack of education. LGBTQ-identified persons who work within the profession and those who are clients frequently cite experiences of discrimination and exclusion as a result of their identities. Murphy and McLoone will demystify LGBTQ identities; identify common experiences of exclusion; discuss the funeral profession’s past and present relationship with the LGBTQ community, and generate practical strategies help you more effectively reach and serve LGBTQ-identified clients and staff. Learn ways to ensure that LGBTQ community members – whether within the profession or those served - are equally supported with inclusivity and without discrimination.

(1 CE hour)

Business Operations, Cremation
Five Keys to Cremation Success
Mike Nicodemus, Vice President, Cremation Services, NFDA
Adam Sanden, CPA, Partner and Chief Financial Officer, Brunner Sanden Deitrick Funeral Home & Cremation Center

Are you the cremation expert in your area or are you merely going through the motions because it's "just a cremation" family? More than 50% of families nationally now choose cremation, which means you can no longer conduct "business as usual" and that excellent customer service isn't the only reason a family considers when which firm to use. During this workshop, Nicodemus will examine the five key factors that will help you succeed in cremation and develop a clear message as to why families should choose your business instead of your competitor's. You will also learn what other factors help a family decide who handles their loved one at the time of death. Discover how to become the "go to" funeral home for every families' cremation needs.

(1 CE hour)

1 - 2 p.m. Concurrent CE Sessions

Compliance & Legal
Inside the Courthouse 2.0
Michael Sharkey, Esq., CFSP, CCO

During this workshop, Sharkey will examine the most important legal issues currently facing funeral homes, cemeteries and crematories. Learn how to reduce your lawsuit potential, as well as how to mitigate the effects if a lawsuit is filed against your business. Discover the legal issues confronting funeral practitioners, as well as best practices and other ideas you can immediately use to manage the risk at your funeral business.

(1 CE hour)

Technical Skills
Everyday Embalming Tips and Techniques
Wallace Hooker, CFSP, MBIE, Owner, Family and Friends Funeral Home, Inc.

This workshop will provide an in-depth look at the steps required to create an acceptable and viewable body. Families and friends need to have the opportunity to express a proper goodbye and experience a lasting memory picture to help them heal from their loss. Following the body from start to finish, you will discover useful information that you can use every day.

(1 CE hour)

Business Operations, Customer Service
Becoming a Champion
Howard Kellman, Professional Speaker, Sportscaster & Author

Using success stories tied to sports, Kellman will inspire you to:

Strengthen your confidence in work and in life.
Go from being merely involved to being fully committed.
Move out of your comfort zone. (Never let your current success blind you to what you truly can achieve.)
Use encouragement to nourish the soul.

You’ll leave Kellman’s uplifting session excited, refreshed and energized to set higher goals for yourself.

(1 CE hour)

2 - 2:30 p.m. Break

Take a break, visit the Expo Hall, or join your colleagues in a networking lounge!

2:30 - 3:30 p.m. Concurrent CE Sessions

Technology
Why Facebook Works for Funeral Homes
Bill Johnston, President, Post and Boost

Because Facebook has become the "new newspaper" of the 21st century, it's critical that funeral homes appear relevant on this social media platform. Moreover, it is important to understand that Facebook users love their funeral homes and the people who work in them. Johnston will examine this truth and show how to remove two of the biggest roadblocks that have prevented funeral homes from using Facebook in the past. Gain a new understanding of just how powerful Facebook can be, and how you can educate countless people in your community about the benefits of preplanning, cremation options and more.

(1 CE hour)

Compliance and Legal, Cremation
Alkaline Hydrolysis: Facts, Myths and a Legal Perspective
Emily Albrecht, Attorney
Ryan Cattoni, Owner, AquaGreen Dispositions

What does the evolution of laws for the disposition of human remains mean for the future of alkaline hydrolysis and natural organic reduction? Attorney Albrecht will review current state and international regulations on these alternative methods of disposition, including pending legislation and statistics from the 19 states where alkaline hydrolysis is currently legal. Cattoni will discuss a business owner’s perspective and provide real life information regarding alkaline hydrolysis, including the science behind the process and how it works with funeral service. Learn the benefits for funeral homes and how to explain the alkaline hydrolysis option to families.

(1 CE hour)

Preneed
Winning in Sales by Sharing Life's Purpose
Justin Baxley, Foundation Partners Group LLC

Using real-life examples, Baxley will illustrate a process which moves consumers beyond a cost and practical solutions conversation toward one about a memorable, experiential service. Discover how a creative planning mindset brings increased value to families and increased averages to sales commissions. Discover a list of questions to help facilitate storytelling during the pre-arrangement conversation, as well as a clear understanding of why those stories matter in the sales process. Sales counselors will come away with a renewed sense of purpose and more money in their pocket in their preneed sales role.

(1 CE hour)

3:30 - 4 p.m. TBD

2 - 4 p.m. Meet Live with Exhibitors in the Expo Hall!

While the NFDA Virtual Expo Hall is open 24/7, today exhibitors are available 2 - 4 p.m. central for live chat or a Zoom meeting!