More on at-need follow-ups

More on at-need follow ups

I’ve had a few questions on at-need follow-ups.  One question had to do with getting the 4 commitments to a sale while following up with your family a few days out of the service.  How can you turn a family follow up into a sale? Can I get referrals with at need follow up? 

Every company has a different policy about family follow ups and what to do or not to do.  So, my first comment is to follow your company policy concerning at-need follow ups.  This is my opinion but don’t be telling your supervisor that Dave said this and Dave said that.  Follow you company policy but take note of my suggestions for later on.

The question you  need to ask yourself about at-need follow ups is what is the goal?  What are you trying to accomplish?  Grief groups, books on dealing with a death, after-care, death certificates, and pre-arrangements.

Why are you visiting family members?

Whatever the answer to the above question stay focused.  If you are following up for specific after care don’t deviate. 

As I mentioned in an earlier post I have mixed feelings about trying to sell family members a few days after the funeral service. 

When you meet with your at-need family to make at-need arrangements you should tell them as part of your service you’ll be meeting with them and try to make an appointment for your follow up meeting during your at-need arrangements.  But, this strategy will work maybe 12% of the time so don’t be disappointed if the majority of your families aren’t willing to book a time to meet.

I can share with you one time I met a family (the Husband) two weeks after the death and delivered the Death Certificates.  I ended up having a 20 minute conversation with him and set up a tentative meeting in two months so he could close out the details of his wife’s portion of the estate.  I used the meeting as a two-step approach to getting a sale. 

The only exception I can think of when meeting for a follow up visit is if there was interest from the family in purchasing additional grave spaces or pre-planning funeral arrangements than obviously you’ll meet with your family as soon as possible.

As far as the four commitments to a sale goes with an at need be sensitive to the fact that they just had a loss.  Make your approach conversational and assume the sale and don’t worry about the today commitment.  Assume the sale until told other wise.  Also, the majority of the time what ever the family did for Dad they’re likely to do for Mom.  The reverse is also true.  You can bring up the memory commitment by making it easier for the survivor’s next-of-kin.

A perfect time for referrals is an at-need arrangement and the follow up.  You can set up a follow up appointment during the arrangement.  Get some of the family members and maybe friends names during the arrangement.  When you follow up with the immediate family follow up with the extended family and friend. 

I’ll post more on the “T” later.  This is a technique used to attempt to get the entire cemetery package for both the deceased and spouse at the same time while making the arrangements.  This can be done with at-need funeral arrangement as well.  Don’t be bashful in the at-need arrangement and tell the individuals/family/friends you’ll be following up with them as part of your commitment and service to families.

One last thought on the 4 commitments to a sale and at-need follow up.  Assume the sale and don’t worry about the today commitment and also the property commitment will usually be the same as the at need arrangement.  If the spouse choses burial odds are the she/he will do the same.  The type of funeral service arranged will probably be the same for the immediate next-of-kin.  Make the memory commitment softer and mention pre-planning makes it easier for the children.

Realize that most of us experience making arrangements a few times in our life time with some exceptions.  You’ll be the one that sets the tone and the atmosphere and expectations.

The first at-need arrangement I ever did I really didn’t know what to say.  I told the next-of-kin, “my condolences on your loss, I’m going to help you get through this…” 

Happy Selling!

David…

P.S.  Click here for the first part; When Should You Follow-Up With An At-Need Family?

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