How To Use Our Cemetery Management Software to Get Your Reviews Up. Part 2

Author: Joe Witherspoon

Last time we looked at some ideas about how OpusXenta software can help you turn bad reviews into positive ones. This week, we are talking about how our software can help your organization keep those positive reviews and improve overall service long term.

Good Reviews = Good Business

While writing last week's article, the thought occurred to me- if we are are suggesting that our software can help our customers win business, satisfy customers and improve service, then the reviews of our customers should reflect this.

Sure enough, they do.

Lakewood Cemetery in Minneapolis: 4.6 satars

Ferncliff Cemetery in Hartsdale: 4.4 stars

Flushing Cemetery in Queens: 4.1 stars

These are some of the best independent cemeteries in the United States. While our software is certainly not the only reason for all the positive feedback, it certainly plays its part.

A solid back end management system is a key factor in raising the service level of your organization both in the short and long term of your business. When systems are streamlined, when your data is clean, when your processes are logged, shared and communicated effectively throughout your organization, the impact is ultimately felt directly by your families. Your families want you to succeed because they want to have a great experience at your cemetery.

Clean Your Data. Many cemeteries we talk to who are embarking on the path of digital transformation, or digital migration, are sitting on large volumes of records spanning decades, even centuries, from various sources that are full of errors, mysteries and gaps. The act of changing and adopting systems are a piece of the puzzle of data cleaning. This helps to reduce or eliminate errors like incorrect plot ownership, mis-burials, mis-placed remains.

Resource Planning. byondpro is a complete cemetery management solution, tying in your grounds management, staff, finance, CRM and scheduling into one complete system. At any given time our customers can have a complete picture of what is happening at the cemetery, what is the status of a plot or a section, what has been communicated to families and what is on the work schedule that week.

Records Auditing. byondpro offers complete records auditing over time. This means that any record, any contract, any customer profile, can be reviewed for changes over time to find out what has been changed, who changed, what it was before and it was after. This can play a major role when an error is discovered. You can use accurately triangulate what took place over time.

Communication. Weave together all of your communications into one place, stitch those together with your phone calls, emails, quotes, meetings, contracts and services and you have a transparent place to maintain the integrity of your communications and actions.

"My pen and paper haven't let me down yet"

Sure they haven't. Bottom line is, we don't know whether it has or hasn't because there is no way to track or search anything with a pen and paper.

The modern consumer is used to an experience where all of their interactions, all of their transactions and all of their services are tracked, traced, photographed and monitored. When you order a pair of shoes on Amazon or anywhere else, every interaction and process is tracked and traced, digitized and reviewed. When a service is rendered, a photo is taken as proof and a record.

These same processes will become the de facto expectation in the cemetery and funeral space very soon.

The generation who wants to know exactly where their shoes are and when they will arrive will most definitely want to know where the remains of their loved one are, when they will be able to be with them and when they will see their headstone.

So, once you have your good reviews, how do you maintain them?

Respond. Respond to your good reviews just like you do you negative reviews. Let your customers know you care about their feedback, that you monitor them regularly. Not only does this minimize revenge reviews, but it shows that you will reward your customers for their own positive behavior.

Ask. Obviously any customer that has taken the time to write a nice review about your firm online is ripe to provide you with actual referrals who will need your business. Not only can you ask them for a review to start with, you can follow up with that customer and ask them for referrals.

Improve. Keep improving. Engaged companies that keep customers happy don't rest on their laurels. Keep evolving, keep changing, keep improving and you will stay ahead of the curve of customer service and your customers will notice. They may not always jump on board with everything you do, but unless you are willing to experiment and try knew things you won't know what works.

byondpro helps you accomplish all of these strategic goals more effectively over time.

To start improving your business today, talk to us.