Mark Musgrove says:
We had concerns maintaining high quality customer service at our funeral business following a large acquisition that tripled the size of our company overnight. Johnson [...]
Continuous improvement should be practiced at any business. Johnson Consulting has created an offering of management tools to ensure continuous improvement in all areas of the business. Whether it’s Training, Performance Analysis, Incentive Compensation Plans, or Customized Management needs…We are here to help!
The funeral and cemetery professions are facing increased operating challenges including a changing consumer, a poor economy, complex employee issues, new types of competitors, and an eroding revenue with increasing costs. Johnson Consulting Group helps you meet these challenges and more while maximizing your company’s operating performance.
Measure customer satisfaction and sales performance. Each cemetery client family receives a satisfaction survey constructed to gain specific feedback regarding the first contact, arranger, facility, service and many other aspects of the customer’s experience. The survey responses are reviewed monthly using customized online reports. The client can quickly identify service areas that need attention including further training to improve customer service.
Johnson Consulting inputs all cemetery customer sales contracts monthly into our web based sales analysis program – JCGPerformanceTracker™. The results are formatted into customized reports monthly to measure sales performance by company, location and arranger. Again, the client can quickly identify where further training is warranted in order to improve sales.
If the cemetery family customer survey results and the sales results are strong, they are only as good as the money that is then collected. For this reason it is equally important to review the “Days in Receivables” on a monthly basis and track individual funeral arranger’s performance in securing payment for goods and services. Once again, this is compiled through Johnson Consulting’s JCGPerformanceTracker™ program.
Further training will ensure continuous improvement in service, sales and collections. Professional, hands-on, personal, onsite classroom training is available from JCG in customer service, cremation and burial arrangements, telephone, communication, securing shoppers, the professional presentation of payment options, merchandising and more. JCG has a professional cemetery home trainer and one of the most extensive training libraries in the cemetery service profession.
In addition to further professional training, a customized employee incentive plan can successfully and professionally drive performance. JCG will create and administer a customized employee incentive plan for the achievement of customer service, sales and receivables targets.
To ensure the clients objectives are achieved, Johnson Consulting Group will conduct monthly, quarterly and annual Performance Management Meetings. Performance is measured and evaluated to identify key performers for positive reinforcement as well as underperformers for additional coaching and training.
Johnson Consulting Group becomes your cemetery’s strategic partner. JCG’s management team works closely with you during the implementation and execution of the Performance Improvement Program to ensure optimum operating results.