Biggest Funeral Home Phone Call Mistakes | Will de Michaelis (PartingPro) #73

A family calls your funeral home, asks about cremation pricing, thanks your team, and says they will call back.Then they disappear.We’re kicking off a fresh new month on the Direct Cremation Podcast as our host, Will de Michaelis, explains why this happens so often—and why the problem usually has little to do with price.Watch the full interview here 🎧 https://youtu.be/3UYOzirBHZ8(00:00:00) Intro(00:00:41) The Call Handling Guide(00:01:27) The #1 Call-Losing Mistake(00:02:37) What Call Length Tells You(00:04:24) Core Principles of Call Handling(00:05:37) The First 15 Seconds(00:06:27) The Phone Greeting(00:06:43) Lead With Empathy(00:07:29) What Not To Do(00:07:58) Ways To Express Condolences(00:09:12) Identifying the Call Type(00:09:51) Winning the At-Need Call(00:10:51) Pre-Planning and Price Shoppers(00:12:17) Filtering Out the Noise(00:13:53) The Marginal Question(00:16:20) A Clear Pricing Breakdown(00:17:37) Securing the Next Step(00:18:39) Five Ways To Secure It(00:22:13) Let Them Lead, Then You Lead(00:24:04) Taking Control of the Call(00:26:06) Tone, Empathy, Professionalism(00:27:35) Do's and Don'ts(00:28:14) The Phone Call Checklist(00:29:21) Handling Off-Target Calls(00:30:45) Final Thoughts_For 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