Avoid Losing Customers on the First Call | Ashley Jones (Parting Pro) #67

When a family calls your funeral home, they are not shopping for a product. They are searching for peace of mind.If you lead sales, answer phones, or manage training for your team, this is a masterclass in turning a price inquiry into a real relationship!#FuneralHomeSoftware #CremationSoftware #FuneralManagementSystem#FuneralDirectorTips #OnlineCremations #FuneralArrangingSoftware #CremationBusiness #FuneralServiceSoftware #FuneralHomeMarketing #FuneralTech-Timestamps00:00:00 Intro00:01:12 Welcome to the Direct Cremation Podcast!00:01:26 Welcome Ashley Jones!00:02:04 Importance of the First Phone Call00:04:05 Building Trust on the First Call00:05:36 Balancing Facts and Genuine Connection00:09:01 Goals of the First Phone Call00:12:03 Common Mistakes in the First Call00:13:32 Avoiding a Robotic Approach00:15:43 Understanding the Language of Care00:17:12 Powerful Language Swaps in the Funeral Industry00:22:57 Handling Different Types of Customers00:24:51 Closing the Call and Next Steps00:26:53 Dealing with Uncertain Customers00:29:41 The Importance of the Second Phone Call00:32:17 Maintaining Consistency Across Multiple Locations00:33:48 Training Staff for Effective Phone Interactions00:36:26 Learning from Negative and Positive Feedback00:40:23 The #1 Thing You Should Remember Before Answering a Call00:42:34 The Impact of Good Phone Etiquette on Business GrowthFor Innovative Funeral Directors Blazing a Trail.A podcast for funeral home owners where we talk about trends & opportunities we see in the funeral home industry. We bring on death care professionals and cremation experts to share what they know.Click here to subscribe: https://bit.ly/3PxOqMOFind us at https://directcremation.comSpotify: http://bit.ly/3yDEwj7Apple Podcasts: http://bit.ly/3lj2soTWant to start a cremation brand yourself? Learn how the some of the biggest cremation brands do it at https://www.partingpro.comLearn the playbook responsible for growing my family business to over 4500 calls a year without digital marketing: https://wdgroupconsulting.com