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)
Sponsored by:
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)
Sponsored by:
