If improving the satisfaction and loyalty of client families is one of your business goals for 2019, we have just the thing to help you get started!
Last year, NFDA expanded its Discount Advantage Program with 360 Intel, one of the country’s premier secret shopper services. Secret shopper programs are used in many service-based businesses to provide valuable and unbiased feedback on how staff interacts with customers.
What To Expect
After discussing the unique needs and challenges a firm faces, 360 Intel will work with your funeral home to design a customized secret shopper program. You can choose a mix of shop types – in person or phone. There are standard questions shoppers respond to but as an NFDA member, you can add custom questions about your firm and operations.
When a secret shopper visits or calls your funeral home, he or she will engage members of your staff (both funeral directors and non-licensed staff) and complete a detailed assessment. The confidential results are shared within 48 hours with the owner or manager and will provide insight into immediate opportunities for improving customer service.
A visit or call from a secret shopper can provide a great deal of information about specific customer service skills on which employees can be coached; however, analyzing overall customer service trends within the funeral home is also important. 360 Intel also offers an online reporting dashboard which houses data from all shops, along with customizable charts and graphs that will enable them to analyze trends in customer service ratings over time.
As an NFDA member, you will receive specially negotiated discounted prices from 360 Intel. You will not be required to make major commitments to a certain number of shops over a particular period of time. They will also have the ability to customize a portion of the questions used for each shop and have the opportunity to anonymously benchmark their customer service scores against other NFDA member funeral homes participating in the secret shopper program.
Additionally, NFDA will offer funeral homes that sign-up with 360 Intel a 50 percent discount on the online learning course, Mastering the Art Funeral Home Phone Etiquette presented by Lacy Robinson, NFDA director of member development. This interactive online learning course is ideal for all funeral home employees, from funeral directors and preneed specialists to administrative assistants. The course addresses specific questions they may frequently hear from people who call the funeral home, such as “How much is cremation?” and “Why are you more expensive?” Those who take the course will be able to download handouts and worksheets to further develop their customer service skills.
If you want to learn more about how 360 Intel can help their firm take its customer service to a new level, visit the NFDA Discount Advantage page, www.nfda.org/discountadvantage (login required). There, you can learn more about the program, exclusive benefits for members and how to begin.
NFDA's Discount Advantage Program offers association members exclusive discounts on a variety of everyday resources such as prescription drugs, travel and vacations, including cruises, hotels, rental cars and Orlando theme park tickets. While learning more about 360 Intel, take a minute to learn more about the other exclusive discounts available to you.