Funeral Directors and their staff need to be exceptional at listening and asking a range of appropriate questions.
They also need to allow time to gently identify their client needs to be able to arrange the funeral to the client’s satisfaction. They understand that their client may be finding it difficult to make decisions at such a raw time of their lives.
However, by sensitively asking questions and concentrating on what their client is really saying, i.e. listening to their words, tone of voice, body language, and most importantly, recognising how they feel at any one time, the needs of the client can be identified, agreed and put into place.
After all, it’s ‘What our Clients say’ that really matters to a Funeral Director.
When conducting the funeral, the funeral director needs to give clear instructions to those present, guiding and explaining the procedures to them. This calls for clarity of expression in a manner appropriate to the occasion and, sometimes, may call for the funeral director to provide gentle guidance. For example, where a bereaved person has advised that they are have a particular budget they need to meet for the funeral, but is at risk of over-spending on certain elements of the funeral, being able to tactfully support and guide them in arranging the funeral they wish, within this budget, will call for excellence in customer service skills.