We’re trialling
talking to clients
earlier about Wills
and Lasting Power
of Attorney
First steps
We spoke to the Funeral Arrangers in our Leeds and
Bradford areas taking part in the trial. Danielle Poole,
Marie Hayes, Jo Calvert-Hall and Debra Brightmore
shared their experiences and how they’re putting
their new legal knowledge into practice.
Q
How did you feel
talking about legal
services with clients?
A
cceed
“It’s been fantastic to
watch our trial team
in action. They know the
client well enough to make
sure the product is right
– and when to give them
space to make a decision.”
Richard Phillips,
Head of Later Life Legal
– Strategy and Integration
Debra: “At first we were
nervous mentioning
Wills to people – we knew we
had to get it right. But then
we realised it’s similar to
arranging a funeral – it’s
personal and every family
situation is different.”
Marie:
“Richard Phillips,
our contact in
Legal Services,
is really helpful
and gives us lots
Marie Hayes
of advice.”
Danielle: “I’ve enjoyed
learning something new and
talking to clients about the legal
services we can offer them.”
Q
A
How’s the trial
been so far?
Danielle: “We’ve learnt
the legal terminology
and which Wills are the
right ones for our clients.
They appreciate speaking
to someone in person about
their options.”
Marie: “We’re still finding
our feet but it’s made us
aware that it’s important for
Legal Services and
Funeralcare to work more
closely together. It’s been
satisfying to watch families
breathe a sigh of relief
when they know the legal
side is all arranged.”
Jo: “It’s become a lot more
natural to speak to clients
about Wills and we’ve all
supported each other.”
Debra: “My clients have
asked me to sit in with them
during their meetings with
Legal Services. I think
the trial’s shown there’s
a need for this service.”
Q
What would
you say to other
Funeral Arrangers
taking up the role?
A
Marie: “It might feel
like a lot of information
but it does sink in and it
becomes a part of your
conversation with your clients.”
Jo: “Take it slowly.
The client is nervous too but
at the end of the conversation
they leave with a smile on their
face because we’ve helped to
answer their questions.”
Debra: “Just give it a try!
It’s really interesting and
it’s amazing how much
you’ll pick up.”
Leeds and Bradford trial team: L-R
Jo Calvert-Hall, Danielle Poole, Debra
Brightmore, Malvina Gluck (not interviewed)
Our Voice / June 2017
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