obligations that go along with providing aftercare services to the public, as the bottom line should never come before customer satisfaction. Aftercare programs are likely to continue growing in popularity in funeral homes across the country, so knowing how to successfully plan and implement one in your funeral home is extremely important. Kershaw-Staley, T. (2005, May 2). Funeral home expands its aftercare . http://www. bizjournals.com/dayton/stories/2005/05/02/story5.html Leming, M. R., & Dickinson, G. E. (2011). Understanding death, dying, and bereavement , p. 396. Murad, K. (2012, March 22). 5 ways to serve your families after the funeral service . [Blog]. http://blog.funeralone.com/grow-your-business/funeral-marketing/funeral-service-aftercare/ National Funeral Directors Association (NFDA). (n.d.). About NFDA . https://nfda.org/about- nfda/code-of-professional-conduct Order of the Golden Rule Staff. (2015, June 3). 5 reasons why aftercare programs matter . OGR Blog. https://goldenrulefh.wordpress.com/2015/06/03/5-reasons-why-aftercare- programs-matter/
Aftercare services, when implemented successfully, have the potential to increase your business and brand loyalty. Making the family and friends of the deceased feel as though you truly care about their grieving process will increase word of mouth advertising, which is some of the most powerful advertising you can get. It’s important to take into account the ethical Answering Service for Directors (ASD). (2017, March 10). It's a life and death situation: 8 aftercare ideas to connect with your community . https://www.myasd.com/blog/its-life-and- death-situation-8-aftercare-ideas-connect-your-community Bloomquist, B. (2015, August 24). 4 ways aftercare can help grow your funeral home business . [Blog]. http://www.homesteaderslife.com/blog/4-ways-aftercare-can-help-grow- your-funeral-home-business Gamino, L. A., & Ritter, R. H., Jr. (2009). Ethical practice in grief counseling , p. 178. Isard, D. (2012). Why funeral directors should engage in aftercare . American Funeral Director, p. 61. Isard, D. (2015a). Aftercare, outreach and pre-need: The next frontiers . Canadian Funeral News, p. 31. Isard, D. (2015b). Aftercare & outreach Completing the service . The Independent, p. 23. www.ogr.org References
AFTERCARE - EXTENDING A HELPING HAND ALL YEAR ROUND, 2ND EDITION Final Examination Questions Select the best answer for each question and mark your answers on the Final Examination Answer Sheet found on page 36, or complete your test online at EliteLearning.com/Book 1. Aftercare is… a. Not important. b. Grief counseling. c. More than just sending a thank-you card. d. Bad for business. 2. How is the grieving process changing? a. People are dying younger. 7. What is the second step in the framework for ethical decision-making? a. Get the facts. b. Identify the ethical issue. c. Evaluate alternative actions. d. Make the decision. 8. You are a funeral director who has just hired a new director
of the aftercare program. However, you soon find out that your new director is also a minister working in retirement communities. Is this an ethical issue, and why? a. No, because you’re sure this person can handle both jobs independently. b. Yes, because his position as a minister in retirement communities presents a conflict of interest. c. Yes, because you shouldn’t hire ministers for secular jobs. d. No, because it doesn’t seem like that big a deal. 9. What is one of the most inexpensive forms of advertising? a. A social media campaign. b. An ad in the local newspaper. c. A television commercial. d. Word of mouth. 10. Grief is… a. Easy to get over. b. Not linear. c. Experienced in the same way by different people. d. Something only children experience.
b. People are living longer, fuller lives. c. Funerals are going out of fashion. d. Families are grieving less. 3. Who is served with an effective aftercare program? a. The family of the deceased. b. Friends and extended family of the deceased. c. The community. d. All of the above. 4. Which one of these is NOT listed as a reason for the importance of aftercare? a. Giving support to the grieving family. b. Providing a space to bring the community together. c. Increasing the bottom line. d. Differentiating yourself from other funeral homes. 5. What is the top level of aftercare programming? a. Universal. b. Global. c. Large programming. d. Infinite. 6. Why is it important to maintain brand loyalty in your funeral business? a. It helps customers associate a certain product with a certain name. b. It increases your recognition in the community. c. It helps differentiate your business from similar ones. d. All of the above.
Course Code: FAR01AC
Page 5
Book Code: FAR0624
EliteLearning.com/Funeral
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