Managing multiple funeral home locations can present unique challenges, but with the right strategies it's possible to streamline operations and provide seamless support to grieving families in your communities.
We spoke with Licensed Funeral Director Abby Goodenow, CSFP, with Ewing Funeral Home about their experiences running multiple funeral home locations in northern Iowa. Below, we share some of their insights, challenges and tips they have from years of experience with their business.
Centralized Communication
Look at everything in your business from funeral arrangements to administrative tasks and find ways to centralize, standardize or integrate for a totally seamless business experience.
Ewing works off a computer server that makes the staff feel like they are working at one location while physically they are spread over a 40-mile range. The firm also installed a VOIP phone system, which allows calls to be transferred to cell phones. That way, families can call any location and still connect with anyone within the firm.
If you don’t already have one, consider adding a CRM (customer relationship management) system to your business. Read more here about how to select the right CRM for you.
Quality Assurance
Implement quality assurance programs to assess and maintain service quality across all locations. Regular audits and feedback mechanisms can help identify areas for improvement and ensure consistency.
“We tell our families that we don’t have a main location,” said Goodenow. “We use all of our funeral homes and make sure all are in good condition and provide the same amenities.”
She also said that sometimes families will tour multiple locations and decide which they want to use for services.
Strategic Staffing
Assess staffing needs for each location based on demand and workload. Strategic staffing ensures that each facility operates efficiently, providing the necessary support during peak times while avoiding unnecessary costs during slower periods.
Centralizing your communication is a great way to have staff spread out physically, but still connected. Cross-training staff and good communication will ensure each location provides the best quality of care that your firm can give, no matter where your client families meet you.
For example, Goodenow said, “I will meet with a family at one location, and an office manager at another location will help me with printed materials.”
Unified Branding
Consistent branding across all locations fosters recognition and trust among clients, reinforcing the funeral home's commitment to providing compassionate and professional services. If you implement these strategies above, then consistent branding will come easily. If you need help with branding, explore our blog post about branding, or rebranding, here.
If you are thinking about opening a new location for your firm, explore our conventional loan program with The Bancorp Bank. This program is designed to keep your business momentum going including family succession planning, buying a funeral home or cemetery combination business, purchasing commercial real estate and refinancing debt. Get started here.
