Funeral Service Times August 2017 March 2019 | Page 8

8
DISPATCHES
Co-op expresses
concern to
prime minister
over Children’s
Funeral Fund
Benn Abdy-Collins
Value and getting bang for your buck
Are you aware that the value of the services you contract in from funeral
celebrants isn’t always the same? No? It’s worth a review and reconsideration.
I’ve spoken with over 50 different funeral arrangers and funeral directors in the
past couple of months. My simple straw poll: their primary concern is to ensure
the family gets a good experience.
Families don’t realise that a funeral service is a collaborative affair. Many roles
align to provide for their needs. I’ve been on several funerals as a pallbearer
where more than five suppliers made the service work. Funeral director and
crew from one company; fleet from another, horse-drawn hearse, bearers a
third and fourth, minister or celebrant, florist(s), and printers.
And each service provider was purchased on trust, price and perceived value.
But stop and think; do you buy services in on price alone? Do you sell to your
customers on price alone? If your business model designed to provide good
value and a customer service experience worthy of note, then price is only one
part to consider. Some funeral directors I work for are more expensive, but the
quality and the value of service is superb.
When it comes to celebrants, not all are equal in the value they bring to your
hard work. Yes they represent you at the funeral, but how well do they do that
job? Some do it, some do it well, and some do it remarkably. Which is ironic as
they get the same fee, one usually pegged against the C of E minister’s stipend.
Yet the work time and effort they spend on serving your family, varies greatly, as
does the quality of the service your family receives. I’ll give you some examples.
One chapel attendant said to me: “You’ll be busy because you always do a
personalised service.” I asked what he meant. His explanation: at least one
celebrant that delivers in his chapel calls the family, sends an email with a
template script for them to add the deceased’s name and date of birth, then
delivers that script as the service.
One funeral director and his team asked me several times if I visited the
family; I was surprised as I thought everyone did. It seems not. Some ministers
and celebrants only conduct their family interviews over the phone!
I could mention more, but what’s important here is that these providers who
do les, are paid the same as others who go many extra miles in their work and
the value they bring to you and your families. And that’s worth a review for you
to ensure you get the best.
What to look for: does your celebrant have robust training and recognised
qualifications? Not all do. Are they insured (a sign of professionalism)? What is
their process of working with your families – do they meet face-to-face and for
how long? How long do they spend on the process of writing and delivering
a funeral service? Some celebrants spend only two hours or so, if they use a
template; others eight hours plus, as their initial interview alone is two to three
hours face-to-face. Is the funeral they write and deliver unique and fresh to that
particular family?
As the industry is increasingly scrutinised for it's costs and charges, value-
perception is important to consider. Being well turned out, known, friendly and/
or nice, will get you only so far; in themselves whilst they are good, they are not
enough when it comes to value and what is delivered. You serve your families
with dedication. You deserve value in return.
MARCH 2019
Despite the government’s announcement
to establish a fund to cover the costs of
children’s funeral fees in April last year, it
said it was ‘evident that no progress has
been made’
Leaders at Co-op Funeralcare have
written to the prime minister to address the
company’s “concern” over what it calls “a
lack of progress in establishing the promised
Children’s Funeral Fund”.
The government announced the
establishment of the fund in April last
year and in its letter, Co-op reiterated its
continued support for the decision and said
it would be a “positive step” to ensuring that
the 5,000 families who suffer the loss of a
child every year, do not also face financial
hardship as a result. However, the fund is yet
to be implemented.
David Collingwood, director of funerals
at the Co-op, said: “We are concerned that
there is a lack of consistency in the UK which
could leave many bereaved families facing
financial problems. We’ve therefore asked
the prime minister to ensure her pledge on
the Children’s Funeral Fund is implemented
as soon as possible.”
Carolyn Harris, Labour MP, Swansea East
said: “We have now been waiting almost
ten months for the Children’s Funeral Fund
to be implemented in England. Too many
bereaved families have already faced the
cruel reality of burying their child without
the financial support that the government
promised is on its way.
“It’s time for the government to stop
talking and implement the fund with
immediate effect, so that parents in England
have the same support as those across the
rest of the United Kingdom.”
www.funeralservicetimes.co.uk