Story of a Funeral business and Frontline - Part three

Stage three - Engaging the workforce

Change is difficult. Especially in an industry with a reputation for exceptional customer service, tradition, family, and respect. We understand this. We are a small family business. Our team understands that even entertaining the thought of another company handling their customer’s inquiries can be difficult. We work hard to ensure that everyone in the business feels engaged. For our Customer, it started with the senior manager and then move on to the rest of the business.

We’ve managed this process for many businesses and enjoy the process. This time we did a few things differently. Most strikingly, the video. The team felt that the best way to communicate the business case to the team was via a video.

The video was a resounding success. The feedback from the team (on both sides of the fence) was positive.

Onto stage 4 - To build the system and test.