FDChat #11 – Marketing and Maintaining Relationships

FDChat #11 – Marketing and Maintaining Relationships

with nancy

Nancy Burban talks with Robin Heppell, a fellow podcaster, funeral consultant and funeral director. Robin and Nancy talk about changes in the funeral industry as it relates to technology and also the changing public attitudes toward funeral homes. Robin gives excellent insight to providing families with flexible service and maintaining relationships.

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Show Notes

Contact Robin Heppell:
Funeral Futurist Tips
Funeral Director CEUs

Bob Biggins in Massachusetts
John Beckwith
McCall's of Victoria
Video Tributes

Robin Heppel and Father

Interview Excerpt:

Nancy: Right. And even Zappos, where they offer, if you're not happy working for Zappos, please let us know, we'll give you $2,000 to resign.
Because they never want to have an unhappy employee because when you have an unhappy employee that permeates into your workforce and it touches every aspect of your business.

Robin: Yeah. I'm sure some funeral home owners, "Oh, I'd never be able to do that." But, if you could build the all star team, it's going to more than pay for itself. And people who aren't happy, if you could get rid of those people, because when you're not looking, they're dealing with families. If they're having bad days, that doesn't go away when they're talking to a family.

Nancy: And we know from our own experience, the Bob Biggins in Massachusetts, and John Beckwith, I think it's in Fort Worth, Texas. They have four funeral homes. And they have more cases than they can handle because everything is by referral. And they do such an excellent job at funeral services that they get more calls than they can possibly even handle. And when you see people building more funeral homes in their county, it has to be because they are providing such excellent service that people are coming to them through word of mouth.

Robin Heppell Interview Transcript

Leave a Comment

  • Steven C Turner

    This was a very informative podcast interview. Nancy Burban is an excellent host.

  • Amy Walker

    I love Robin’s work ethic! And the story of his first job….is the SAME THING I did last summer with my 16 year old son! Robin sounds like a really great guy, thank you for introducing him to us, Nancy! Fresh and insightful as ALWAYS!!

  • http://www.celebrationofalifetime.com/ Ruthann Disotell

    If every truth was hitting a nail on the head, this podcast was a barn-raising!
    I couldn’t agree more. Funeral directors need to be ‘directors’ or they will become unnecessary to the public. Thank you for all of your great suggestions, especially implementation of Celebrant Services to an ever-changing market. With these handy tips, families will see a value in funeral homes and a need for end of life services.
    Thanks, Nancy, for another awesome podcast!

  • Alexandra Mosca

    Enjoyed hearing the thoughts and practices of a Canadian colleague. Continued success to you Robin. Keep up the good work!

    Nancy, you always find the most interesting guests!

  • http://www.pierce-jeffersonfuneralservice.com/ Danny Jefferson

    I enjoyed Robin’s interview. I actually emailed him at the Futurist address. Wonderful, challenging, and refreshing. We are doing a lot of the things he talked about getting funeral directors to accept the challenge. I am proud of our staff after reading the article. Thank you Nancy and Robin.

  • Robin Heppell

    Nancy, thank you so much for the opportunity to be on your podcast. You extracted lots of nuggets of gold out of me and I know that your listeners will enjoy a thought-provoking discussion. Please let me know if there is any other way I can help you and your listeners.

  • Mark L.Thompson

    Very well done and informative. Please keep me informed of future messages.

  • https://www.heartfeltcelebrations.com/ Jean Radtke

    Nicely said, Robin and Nancy. We look forward to helping people plan their end of life celebrations and supporting the industry. Please look for us in June!

  • Nancy Burban

    Thank you Robin & all my friends for your very kind remarks! And, thank you all for supporting FuneralDirectorsChat. Anyone interested in doing a future podcast, please contact me.

  • Porcelain Rollins

    I was pleased to hear about the funeral industry’s need to adapt to the changing times. I do not come from a family of funeral directors and find it relaxing knowing that the industry is evolving to open its doors to those with family not in the business. I am looking forward to my future in the funeral industry and thank you.

  • http://www.americanfuneralfinancial.com/ Chuck Gallagher

    Great podcast and particularly liked the comment about keeping good people and getting rid of those who don’t want to play ball. The strength of any organization is their people and just like a bowl of fruit…one bad apple can spoil the bunch. So it is up to us to create a great work environment…after that it’s up to the people to enrich themselves in that environment. After all, life is too short to not have fun.

    Great job to all involved.

  • Laura Bacon Founder and CEO

    I would like to first inform those that have been in the funeral Industry for generations that the funeral directors today must have the technology to assist those that mourn and that can’t afford to pay for the high costs in their products and services and to have the abilities and the knowledge to open up other other doors in there funeral home through web casting and to be more compassionate to the lower income and underprivileged families by working with a non-profit such as Operation Noah’s Ark to allow families with proper closure and peace.The industry seems to have had many limits to the poor and I would like to educate the industry more with the abilities to use todays technology to become a better asset to there local and national communities around the world.Laura Bacon Founder and CEO

  • http://www.johnthomasgrant.com/ John Thomas Grant

    Wonderful to hear Robin’s interview. My chosen is pursuit is more after the fact, but it was wonderful to hear about the ritual & progression of same in the funerary field from a true professional & humanist. Thank you Robin, and my sincere condolences for your loss, too. And thank you Nancy for a very informative time as always.

  • http://www.johnthomasgrant.com/ John Thomas Grant

    Thank you everyone. If you have the time, please listen to and/or read the other podcasts. Each has a unique & refreshing point of view. I loved doing each one equally & many have become my very dear friends. I will post videos soon.
    Please also ask your friends to “like” FuneralDirectorsChat on Facebook. They removed the “suggest friends” feature, so quoting the Beatles, “we need a little help from our friends”.
    Bless you all,

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