TALKING
LEGAL
SERVICES
Our relationships with clients are important,
so we’re trialling how we can provide
an even better service by giving our
Funeral Arrangers and Funeral Directors
freedom to talk about Wills and Legal
Services products.
A Will to succ
R
egional Operations
Manager Cathy
Armitage and a
team of experienced
Funeral Arrangers
started a trial in Leeds and
Bradford in February.
The trial team completed a
course of training before talking
to clients about legal services.
It’s important that the team feel
confident the advice and guidance
they give clients is accurate, and
the ongoing training is really
helping with this. While the
proposed approach is simple and
4
Our Voice / June 2017
straight forward, there are legal
considerations so it’s important
that what we say to clients
is accurate. The team also knew
they had the full support of the
team based in Co-op Legal
Services if there was anything
they weren’t sure about.
This trial is looking at how to have
conversations with clients in funeral
homes and when it’s appropriate
to make suggestions about Wills
and Lasting Power of Attorney.
These topics are a natural extension
of the conversations our colleagues
already have with their clients –
and feedback from the trial so far is
that clients have a better experience
talking to someone they already
know and trust.
The trial is still ongoing and
we’ll keep reviewing the benefits
it offers our clients, as well as how
well it supports the integration of
Funeralcare and Legal Services.
Feedback from the Leeds and
Bradford trial team and from clients
will help inform decisions about the
future direction of this idea.
*The Trade Unions are aware of the trial and
will be kept up to date.