I want to thank the International Cemetery and Funeral Association for hosting me in Las Vegas last week. I enjoyed our session together where we discussed ways to "Revolutionize Your Business through Lean Marketing."
This group of at least 200 session attendees were generous in their hospitality and acceptance of the information I shared. We had an interactive session, and I was so pleased with the feedback.
I have to make one commendation to this group. Let’s face it – this industry is one you either work in or stay miles away from. It’s not a comfortable subject for most of us. However, this is an industry that understands their challenges. Besides that, they are the FIRST group that I have ever spoken to (and I speak multiple times per month) that understood what they were selling. When we got to the "Know What Business You’re In" portion of the presentation, this group already knew they were selling an experience or emotional level of service. I’m not saying there is no room to improve, but I must commend this organization and the members for their dedication to their customers and to providing an appropriate customer experience.
Thank you again to the ICFA for a wonderful session and for your wonderful hospitality!
