Eleven Phrases To Become A More Effective Funeral Director

By Alice Adams on 06/08 at 01:24 PM

Once you know these 11 phrases, the next step is to use them appropriately and as often as needed. 

 

The 11 phrases for the most effective communication are:

 

1. Yes! – Never tell us why not…especially when we’re going to react more positively to “yes!”
2. How can I help you? – In funeral service, this phrase is especially important, mainly because most clients come to you without a clue about what to do next.
3. Thank you!  -- Gratitude is always welcomed and, sadly, not expressed often enough.
4. I apologize for what happened. – many times, people don’t want to hear excuses and in today’s fast-paced world, it’s important to get to what they DO want to hear – a sincere apology. Often this is all it takes to respond to a complaint.
5. I love you!  -- and if this is an uncomfortable phrase for you to use, show your feelings in how you treat your colleagues, clients and those outside your close relationships and family.
6. Will you help me?  -- it’s a big world we live in and it’s often lonesome and impersonal. When you enlist the help of someone else, you’re extending a hand in partnership.  You’re also saying, “You’re important.  You have skills I don’t have.  Together, we can make it happen!  Together we can achieve anything!
7. You’re right! – nobody likes to be wrong. Nobody wants to appear they don’t know…and you can’t always be right.
8. It’s not a problem – meaning it’s possible, you can definitely have what you want and/or even if you thought it couldn’t happen, we’ll do everything to deliver what you want.
9. I am here for you – again, in the darkest days of one’s life, knowing someone is there to support you or available to guide you is the most reassuring phrase in the world.
10. Don’t hesitate to call – welcomes questions, promises answers and, again, offers support with whatever an individual or a client needs.
11. I’m sorry! – whether you’re speaking to a colleague or someone who has just lost a loved one, “I’m sorry” conveys sympathy, understanding, humility and a willingness to compromise when necessary.  

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