3 Tips for Successful Preneed Counselors
Be Transparent - Ensuring a family walks out of their preneed conference understanding the difference between funeral home charges and cash advances, why you ask for their personal information, and which services and items they have selected benefits everyone in the long run. Even if the family says they do not need you to review all of the fine print, which is a conversation I have definitely had, it guarantees that you have verbally disclosed all of the necessary legal information including interest accrual and its allocation.
Ask the “Right” Questions - One of the advantages of planning in advance is the ease of notification at the time of need. A preneed counselor should take as much statistical information in advance as possible, as it expedites the removal and completion of the death certificate for the funeral director and allows the family to focus on arranging their service and mourning their loved one. Thus, it is beneficial that you ask for any religious information such as a Hebrew name, discharge papers, applicable military honors, and relevant family details, as items such as the deceased’s mother’s maiden name may be harder to obtain at the time a death occurs.
In addition, as experts, preneed counselors should ask about the number of death certificates and walk the family through their assets, heirs, and institutions that may require a copy. Oftentimes, one has not considered their property, financial assets, or how many death certificates they may need to order. Walking them through this information builds trust and allows the family to contemplate what else they should prepare, including their estate. Asking the "right" questions generally leads to further conversation and offers an opportunity to review their options more thoroughly.
Make it Easy - While some families may opt to sign a preneed agreement in your office, others may need time to consider their options or wish to discuss their selections with their family members. I recommend you send the family home with printed copies of the preneed, attach “signature” flags, or send an electronic copy if your county or state accepts an electronic rather than a wet signature.
If your funeral home allows payment in installments, schedule payments with the family before they leave your location. This offers a concrete schedule of payment, interest to accrue at a higher rate as the account is consistently funded, and, most importantly, peace of mind.
