GREAT AND GOOD BETWEEN by Mark Janik, Lakeside Memorial Funeral Home By now, everyone has been put to the test with the ever-changing rules, regulations and restrictions that the COVID pandemic has imposed, not only on the funeral profession as a whole but on each individual who serves families who have lost a loved one. We have had to adapt and pivot to ensure that families receive the level of excellence in service our OGR firms are known by. Additionally, we have had staff overworked and yet must still struggle to meet our expenses in a climate of reduced services and restrictions. However, if ever there was an opportunity to show the finest example of exemplary service to families and the philosophy of the Golden Rule, it has been now. Good to Great Funeral directors and our businesses are often judged by only the time that families see us in public. They see high-quality vehicles, suitable business attire and a calm, professional demeanor. But that is something any good funeral home and directors should possess. What makes a great funeral service is not any of those things. It is merely the tip of the iceberg. What they do not see is the focus on making sure there is a plan for each service and for the staff. A proactive mindset through constantly learning and adjusting. By going the extra mile regardless of how simple or complex the requirements are for each individual family’s needs. That we have done our homework in complying with the shifting quicksand of changing restrictions. So, what is the difference between good and great? ‘How’ vs. ‘Why’ Many have attempted to explain that great service is a set of rules. axioms or some magical method when it comes to delivering that service. They use words like reliable, appropriate, personalized, memorable, remarkable and so on to describe their process. The problem is that they all focus on the way good service is delivered. But that is only the “how” of it. It misses the point of great service excellence (and the true point of service in general). www.ogr.org | The Independent® 15
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