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Building and Preserving Relationships Through a
Family Service Follow-up Program
WHO SHOULD ATTEND
LEARNING OBJECTIVES
PROGRAM OUTLINE
FEES
ABOUT THE PRESENTERS
Having an effective and ongoing family service
follow-up program is the most valuable way to provide a final and positive
lasting touch for the families you serve. It is also your best opportunity to
assure that you keep these families in your service circle for generations to
come. This one and a half day course* is designed not only to tell you what to
do…we take it one step further. Our program is designed to give you the
knowledge and practice needed to get the job done right on the initial visit.
Course content includes:
- The essential elements
of communication between the at-need staff and the follow-up team
- Setting the
appointment for the after-service visit
- What to take and what
to do during the after-service visit
- How and when to
introduce advance funeral planning to survivors
- When and how to set
the advance planning presentation appointment
Most importantly, you will have an opportunity to
practice your new skills with an active, seasoned professional advance funeral
planner in a one-on-one coaching session.
* Course compressed to one day in Michigan Jan. 27
WHO SHOULD ATTEND
- Anyone who is
considering setting up an aftercare program, Families in Transition program,
or family follow-up program and who wishes to make advance funeral planning
a part of their program
- Anyone who has
established a program that is not meeting expectations / not generating
advance planning appointments
- Anyone who has tried
to establish a program and has had difficulty sustaining the program or
getting it off the ground
- Anyone who is not
getting the results they want from their current program
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LEARNING OBJECTIVES
Attendees will be able to:
- To understand the value and importance of
family follow up programs for the consumer, funeral home, and advance
planner
- To effectively determine your individual
funeral home’s program goals and objectives, analyze your resources and
design a program that will work for you
- To demonstrate an effective after service
visit
- To identify your next action step
following the aftercare visit
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PROGRAM OUTLINE
DAY ONE
- How a good follow-up
program will benefit the consumer, funeral home and funeral planning
professional
- Ethical considerations
that must be addressed when designing a follow-up program
- Program design
options: Establishing your goals and evaluating your resources
- The communication
circle: At-need to pre-need and pre-need to at-need
- The after-service
visit essentials and practice session
- Homework: Your program
design
DAY TWO
- Program design review
and revision
- Following up on your
after-service visit action plan
- Establishing realistic
expectations for your follow-up program
Class time for day one
is 8:00 a.m. to 4:30 p.m. Day two class time is 8:00 a.m.
to 12:00 p.m. See Class Dates
for schedule. (Note that the Michigan class January 27 is
compressed to one day.)
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FEES
The class scheduled January 27 2009 will be a one-day course and is priced at
$300.00 ($150.00 for Advantage clients) and includes:
- Course and materials
- Lunch
The class will be held at
the Michigan Funeral Directors Association facility,
2420 Science Parkway, Okemos, MI 48864 - PH (517) 349-9565.
For the
class scheduled at The Academy in Ohio (Sept. 15-16)
the following apply:
Fee is
$650.00 and includes:
- Course and materials
- Lunch
- Lodging - 1 night at
The Hampton Inn
-
Transportation between Hampton Inn and The
Academy
Not included in basic
fees, but special pricing has been arranged: Dayton International Airport Transfer to/from hotel - $30 each way.
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ABOUT THE PRESENTERS
Candace Franco,
B.S.N., M.H.A.
Candace is a Certified Preplanning Consultant with 14 years experience in the
field of Advance Funeral Planning. Candace has worked with families on an
individual basis, coached advance funeral planners and presented continuing
education courses for insurance agents, financial planners, and funeral
professionals. Ms. Franco recently completed a 40 hour Training Certificate
program at Xavier University.
Chris Kuhnen,
Licensed
Funeral Director, C.P.C., Certified Funeral Celebrant, Certified Marketing
Specialist
(Ohio class only)
Mr. Christopher Kuhnen is Vice President of Marketing for The Outlook Group,
Inc. Chris has been actively involved in funeral service since 1986 and has
considerable experience in the field of funeral directing, funeral
prearrangement planning, educational training, advertising, marketing, consumer,
and business-to-business sales. He provides comprehensive consultation and
positive support to funeral directors nationwide and has developed and presented
numerous continuing education, advertising, marketing and pre-need seminars to a
variety of national, state and regional funeral associations.
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