When Should You Follow-Up With An At-Need Family?
October 22, 2009 by David Dassow
How often and when should you follow-up with an at-need family?
This is a very good question that I can’t answer without a few thoughts on the subject.
When you meet with an at-need family a death has occurred. It’s always difficult to know how long to wait. I worked with a company who would market to one niche group of people. It wouldn’t have been appropriate to meet with families because of cultural and religious reasons. Most families would be in mourning for 3 – 7 days. There was an additional time period of 27 days (thirty total) that you would wait before conducting business.
Even though I don’t meet with at-need families any longer I once met with a surviving spouse two weeks after the death of her husband. She made a comment to me that I never forgot. She said, “it is like I had a deep knife cut in my forearm. A scab had developed over but talking about it now is like ripping off the scab and I can feel the pain of it as it bleeds again.”
I did some digging and couldn’t find the source of the study I read about “losses”. So, I’ll go by memory. There’s been some studies done concerning how long it takes for people to recover emotionally from a loss.
The study looked at divorce, job loss, death, and moving.
The consensus is it takes about 7 – 12 months to recover. Everyone is different and some may take a little longer and some less. Of course you’ll always find that some just never recover.
I’ve been doing some recent tests following up individuals 7 – 12 months after a loss. So far it doesn’t seem to matter if it was 7 months or 1 year since the death.
I know we’re talking about following up with families after a death but I think my best advice is to be sensitive to your at-need families and test your follow up. Remember some cultural backgrounds require a certain amount of time for grief.
I guess my best answer is to set-up the follow-up meeting during the at-need arrangement.
But, don’t be afraid to go back and research the cemetery/funeral home files 7 – 12 months and attempt to meet with the next-of-kin. Hardly anyone follows up with families and if you’ll research the files I guarantee there’s business. Follow-up by sending three letters (linked together) about 2 weeks a part. I’d test 100 and measure your results.
As for the original question when you meet with at-need families set-up your follow-up. Always let them know you’ll be following up with them as part of your “after-care” program. If nothing else send your families a note(s).
Utilize your testimonials when you send your notes. Always, always, did I say always? Always ask about other relatives when you meet with your at-need follow-up.
Until Next Time!
Happy Selling!
David…
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David,
You are corrct and right on target from my experience abpout follow up I alsoworked for a company that strongly suggested that families be seen 3-5 days after a arrangement conference in the funeral buriness and the same time window after burial on the cemetery side. The rationale is that the family is still in business mode taking care of affairs and that the family may also still be together and in a mind set to think about pre planning. Your “scab” of opening of a wound analogy is a very good one after too long of a time and the family has started to heal.
Thanks!
I’m trying to follow up with families that have not been immediately seen with a Service Follow ”Up visit that not only gets feedback about the service reccieved and how we can do better but also leads to the four commitment questions.
Your thoughts?