Who Tells You Where to Go?

I was saddened to read a new friend's blog about her poor experience with her local funeral home, after the passing of her mother.

She shared that when she and her family arrived for the service, a number of details had not been taken care of (including the fact that no one had contacted the minister!) and that the family was left standing unattended because no one from the funeral home gave them an agenda of the service nor told them what to do when or where to go.

In my opinion, this is unacceptable service from a funeral home. It's an unacceptable response from any business, for that matter. But especially during an emotional time such as a death.

I encourage each of you who have a business to consider the systems you have in place for customer service. And I beg you to put those steps on paper and share them with each member of your team in regular staff meetings. Things would have been a lot smoother for my friend's family and guests, if someone in authority at the host site would have taken the time to do that.

And doing so will let you easily tell your customers where to go-politely and efficiently.