Académique Documents
Professionnel Documents
Culture Documents
January 2015
MAGAZINE
CEMETERY
CREMATION
FUNERAL
ICCFA Annual Convention & Expo
J ANUARY 2 0 1 5 T a b l e o f c o n t e n t s
International Cemetery, Cremation and Funeral Association :
Promoting consumer choices, prearrangement and open competition
Providing exceptional education, networking and legislative guidance and support
to progressive cemetery, funeral and cremation professionals worldwide
14 Cremation/legal issues
Christine Hunsakers Southern Cremations & Funerals at Cheatham Hill Memorial Park features a front porch that
invites visitors to sit and look out to the
new cremation garden. Story, page 38.
The ICCFA convention program begins
on page 91. Registration form, page 110.
10 Presidents letter
The association that
provides the best
by Fred Lappin, CCE
12 Washington report
A new Congress for the new year;
ICCFA PAC picks the raffle winners
by Robert M. Fells, Esq.
70 Supply Line
78 Update
78 Annette March-Grier
named one of CNNs
Top 10 Heroes of 2014
82 Kensico remembers
unidentified victims of hotel fire
84 Derek Flynn, grief therapy
pioneer
85 New Members
1 12
Calendar
Display of mourning attire
at New York Citys
Metropolitan Museum of Art
1 14 Ad Index
1 14 Classifieds
ICCFA Magazine
18 Management/safety
24 Celebrants/management
34 management/international business
36 pet services/marketing
NMS AD
FULL PAGE
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TABLE OF C ONTENTS
ICCFA news
87 Cremation certification programs
increase February 1
corporate partners
Thursday, April 9
ICCFA calendar
2015 Wide World of Sales Conference
January 14-16
Ballys & Paris Las Vegas Hotel & Casino,
Las Vegas, Nevada
Co-Chairs:
Paul Goldstein and Wanda Sizemore
2015 Annual Convention & Exposition
April 8-11
Henry B. Gonzalez Convention Center and
The Grand Hyatt San Antonio, Texas
Co-Chairs:
Caressa Hughes and Daniel L. Villa
2015 ICCFA University
July 17-22
Fogelman Conference Center, University
of Memphis, Memphis, Tennessee
Chancellor: Jeff Kidwiler, CCE
38 management/cremation
54 management/cemeteries
91 Continuing Education
Program for the ICCFA 2015 Convention & Exposition, April 8-11,
San Antonio Convention Center & Grand Hyatt Hotel, Texas
91 Expo hours: 11 hours to shop and learn from our supplier partners,
with free food & beverage service; hotel information
92 Special events:
NEW: Black Tie & Boots Closing Banquet & Awards Ceremony
NEW format: First-Timers Reception
NEW: Sports Night Out
NEW: Celebration of Remembrance
ICCFA Hall of Fame induction; ICCFA Annual Meeting of Members
State Association Leadership Luncheon
KIP Awards; PLPA Receptions & Awards Ceremony
ICCFA Educational Foundation Reception
ICCFA Prayer Breakfast; Government & Legal Panel
93 Keynote speakers Cindy Gallop, Tim Sanders and Steve Rizzo
94 Cremation Central Live!; Sales teamwork
96 Staying viable; Succession planning; Employee management
Women in leadership
98 Hospice; Funeral experience of the future; Finances
100 Tech-savvy marketing & service; Building a funeral business
102 Social media; Cemetery management: Genealogy, Endowment care,
Sustainability, Programming & Fundraising
104 Embalming; Ebola; Grief
106 Green Burial Council program
Jewish Funeral Directors of America program
108 Pet Loss Professionals Alliance College; Convention sponsors
110 Convention registration form
ICCFA Magazine
www.iccfa.com
Directories
www.iccfa.com/directories
Web Expo directory of suppliers and
professionals
Association directory
Industry event calendar
ICCFA Caf
Supernova AD
FULL PAGE
page 9
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Presidents Letter
by ICCFA
2014-2015
President Fred
Lappin, CCE
Fred Lappin, CCE, with some of the many first-time exhibitors at the ICCFA 2014 Convention &
Expo, Remembrance Frame (left) and Tree of Life Cremation Cross.
lappinf@
sharonmemorial.com
Lappin is president
Download an application
at www.iccfa.com, or
Call 1.800.645.7700
Check us out on
Facebook!
Like us
and friend
ICCFA Staff.
January 2015
VOLUME 75/NUMBER 1
ICCFA officers
Magazine staff
10
ICCFA Magazine
Providing tools
for success.
Unparalleled educational
and networking events
Free legal advice on human
resources, taxes, cremation
and fraud protection issues
Lobbying and government
watchdog services
Award-winning
publications and
informational resources
Discounts on products and
services you use every day
Model contracts and forms
Recognition through
awards and certification
programs
Washington Report
by ICCFA
General Counsel
Robert M. Fells,
Esq.
rfells@iccfa.com
1.800.645.7700,
ext. 1212
direct line: 703.391.8401
Fells is ICCFA executive director and general
counsel, responsible for
maintaining and improving relationships with
federal and state government agencies, the
news media, consumer
organizations and related
trade associations.
More resources
Wireless. ICCFA
members, send us your
email address and well
send you our bi-weekly
electronic newsletter full
of breaking news.
ICCFA member benefit: The ICCFA Government and Legal Affairs Committee has developed a set of 28 model
guidelines for state laws and regulations, which have been approved by the ICCFA Board of Directors. The guidelines combine a sensitivity to consumer protection issues with the need for all industry members, whether for-profit or not-for-profit,
cemeteries, funeral homes, retail monument dealers or crematories, to conduct their operations according to sound business
principles. Go to www.iccfa.com and click on the GOVT/LEGAL tab for more information.
12
ICCFA Magazine
Wilbert AD
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513.407.8114
poul@lemastersconsulting.com
www.lemastersconsulting.com
Lemasters also provides, to ICCFA members in good standing, free GPL reviews to
check for Funeral Rule compliance.
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ICCFA Magazine
SRS AD
FULL PAGE
page 15
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If you have not been paid for the cremation, you can refuse to provide merchandise
until paid. For example, if the family has selected but not paid for an urn, do not use the urn
until payment is received. This can only be done if you havent already put the remains
in that urn, though! You cant place the cremated remains in the urn, then find out
you arent getting paid and decide to remove the cremated remains from the urn.
property until you are paid. If the family
says, We cant pay, they can move the
deceased to another locationagain,
you cant hold the body until payment is
receivedbut at least you are not out the
cost of services for cremation.
Also, if you have not been paid for
the cremation, you can refuse to provide
merchandise until paid. For example, if the
family has selected but not paid for an urn,
do not use the urn until payment is received.
This can only be done if you havent
already put the remains in that urn, though!
You cant place the cremated remains in
the urn, then find out you arent getting
paid and then decide to remove the
cremated remains from the urn.
Overall, handling this issue comes
down to implementing better best practices
for collections at the time of arrangements.
If you have a problem at that time, solve
it before proceeding. Dont create another
problem by trying to keep the cremated
remains until payment is received.
Dear Poul: We have a case where there
are three children handling the cremation
arrangements for their mother. There are
no other children or siblings involved.
Unfortunately, the kids all disagree about
what to do, and we want to follow the
directions of just one child. The oldest
child is willing to take control, and that
child is also the executor of the estate.
Does this status raise him to a higher level
than the other two children so he can be in
control of disposition?
Special Kid in New York
Dear Special Kid in New York:
While this would be a nice option, the
answer is no.
Most states set forth a priority list of
authorizing agents. The list separates the
authorizing agents into classes such as:
1. Spouse; 2. Children; 3. Siblings. Farther
down, the list it may include more general
categories such as guardian at the time of
death, executor or even any person willing
to take financial responsibility.
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ICCFA Magazine
C REMATION/LEGAL ISSUES
(other individuals on the authorizing list)
or anyone else who might help (friends or
even neighbors). A great way to locate other
people is to contact someone at the place
of death and see if they have any other
contacts information for people who knew
the deceased.
4. Write a letter. The letter should be
your strongly worded request for the
familythe one son, in the case of this
letter-writerto step up and provide the
needed authorization so you can proceed.
Keep in mind that this letter should
include several items. First, the letter should
clearly state (again, using the case of the
one son as an example) that the child is
being contacted because, under state law, he
is listed as the authorizing agent and must
participate in some manner.
Second, explain that his participation
can be to sign the cremation authorization
form OR it can be to sign away his right
of disposition so someone else can handle
the arrangements. At this point you, the
provider, simply want him all in or all out.
Third, you must explain that if he fails
to do either, you may have to go to court so
that the court can force the issue. Make him
aware that if you are forced to go to court,
he will have to either participate or sign
away his rightsthe same options you are
already giving himand additional costs
will be involved, for which he might be
responsible once the court rules.
And last but not least, include a time
frame or deadline in your letter, maybe
allowing a week for him to respond.
5. Wait. This is the worst part, but is
crucial. Give the letter recipient(s) time to
respond and also follow up with a phone
call.
6. Decide how to proceed. At this
point, we hope your letter has resulted in
a signature so that you can proceed. If you
still have no signature, you are left with
the option of going to court or of doing
something other than cremation.
Some areas of the country provide
options through a county coroner or a
paupers grave or an indigent funeral, or
perhaps provide for an immediate burial
instead of a cremation.
The situations where the family will
not participate are difficult and, sad to say,
becoming more common.
Use your resources and the provisions
set forth in your local law to help you deal
r
with them.
Start every day at the ICCFA Caf at www.iccfa.com
MKJ AD
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January 2015
17
by Shannon DeCamp
shannon_decamp
@tencon.net
ICCFA Magazine
author spotlight
DeCamp is client
services manager
for TechneTrain Inc.,
Milford, Ohio.
1.800.852.8314
www.technetrainonline.com
tions and initiatives in order to help businesses stay in compliance and develops
products to help businesses conduct
safety training.
MANAGEMENT / SAFETY
Start off the year with a review of your safety programs and
procedures. One way to approach it is by zeroing in on what
OSHA has been paying special attention to lately
in its oversight of funeral homes, cemeteries and crematories.
Cemeteries
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ICCFA Magazine
Forethought AD
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page 19
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MANAGEMENT / SAFETY
A protective helmet is required for any employees who could hit their heads
or have something fall on them. Working in a grave and trimming trees
are examples of where protective helmets are needed.
equipment that is improperly modified,
insufficient training for operators, lack
of fall protection and failure to chock
wheels. Be sure that your employees
have the proper training and follow safety
regulations.
Hazard communication
Every year, hazard communication is
high on the list, and this past year was
no exception. If you use even a single
hazardous chemical, you need a Right-toKnow program.
In 2012, OSHA updated the Hazard
Communication Standard by adopting the
Global Harmonization System (GHS) of
classification and labeling of chemicals.
GHS is an internationally agreed upon
system that replaces the various classifica
tion and labeling standards used in different
countries. Under the GHS, there is a single,
consistent way of communicating hazards
and how to use a product safely no matter
where it is produced in the world.
The revised standard includes important
changes to classification of chemicals,
MSDS format (now called Safety Data
Sheets, or SDS), and labels for chemicals.
Be sure that you have Safety Data Sheets
for all chemicals, safe handling and storage
procedures for each chemical, PPE, quickdrench showers and eye-wash stations (as
required), and a comprehensive training
program for employees.
Your Hazard Communication Program
must be in writing.
The deadline for employee training
on new label elements and SDS format
was December 1, 2013. The deadline
for full compliance with the new Hazard
Communication Standard is June 1, 2016.
General Duty Clause
The OSHA General Duty Clause is the
catch-all standard to cover areas for
which there is no specific regulation. It
states that the employer must provide an
environment free from recognized hazards
that are causing or are likely to cause death
or serious physical harm to employees.
Hazards must be identified before
employees are exposed, preventative
precautions must be taken and employees
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ICCFA Magazine
Zontec AD
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Tribute AD
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January 2015
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MANAGEMENT / SAFETY
ICCFA Magazine
Starmark AD
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CELEBRANTS / MANAGEMENT
Stansbury is vice
www.insightbooks.com
balmer and trains funeral directors, cemeterians and others as Certified Celebrants who
meet with families to talk about their loved
ones and plan personalized funeral services.
Attend ICCFA Universitys College of 21st Century Services, led by Dean Glenda Stansbury.
ICCFAU 2015 will be held July 17-22 at the University of Memphis Fogelman Executive Center,
Memphis, Tennessee. www.iccfa.com
NEW
24
ICCFA Magazine
Kryprotek AD
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easier way
theres an
www.iccfasupplylink.com
Elegante AD
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January 2015
25
C ELEBRANTS / MANAGEMENT
A heart for serving people, a willingness to be the voice for a life story,
a talent for ceremonial writing and the bravery to do public speaking
are the mandatory elements for becoming a celebrant. Everything else is a learned skill.
nurses, doctorsthe list is pretty endless of
the people who have come to training.
A heart for serving people, a willingness
to be the voice for a life story, a talent for
ceremonial writing and the bravery to do
public speaking are the mandatory elements
for becoming a celebrant. Everything else is a
learned skill.
On staff
ICCFA Magazine
Independent contractors
C ELEBRANTS / MANAGEMENT
happy to be another option for those families
who dont want a minister. Youve seen how
people respond to a unique and personalized
service. Wouldnt you want that for your
families who want something besides the
traditional service?
Funeral director: OK, sure
The life of an independent contractor can
be a tad unpredictable. Its a little like being a
teenage girl sitting by the phone waiting for
the invitation to prom. Someone else has to
make the first move.
We are dependent upon and beholden
to the funeral directors and arrangers at
the firms. If they believe in celebrants and
articulate the option to a family, we get the
call. If they dont, we sit at home.
Out of the 20 firms where I have been
privileged to conduct services, only one
(one!) refers families to me, or to my sister
who is also a celebrant, on a regular basis.
It all comes down to funeral directors as
the gatekeepers. If they dont say the words,
then the phone doesnt ring. The directors
at this firm are all sold on the concept of
celebrants and refer every family they can.
Eickhof AD
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January 2015
27
Dale Filhaber
ICCFA Magazine author spotlight
dale@dataman
group.com
561.451.9302
Filhaber is president of
Editors note
28
ICCFA Magazine
Merendino AD
FULL PAGE
page 29
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Households with
presence of an older adult
ICCFA Magazine
Planners
Affluent households
Last words
Triple H AD
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January 2015
31
by Tom Holland
PRENEED SALES SUCCESS
tom.holland@
assurant.com
ICCFA Magazine
author spotlight
Holland is in his 34th
year in the insurance
industry. He is vice
president sales/marketing for Assurant Solutions/Assurant Life of
Canada, Atlanta, Georgia, responsible for
sales development and implementation of
marketing and training programs througout Canada.
www.assurantlife.ca
Editors note
32
ICCFA Magazine
to the community.
This works to spread your message
even further, and you might be pleasantly
surprised to get phone calls from people
in zip codes you didnt mail to but who
saw your ad and want to take part in the
survey. Here is a sample ad, placed in a
community newspaper, that has worked in
the past:
AFCTS AD
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KMI AD
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January 2015
33
D
cgouldmiller@gmail.com
ICCFA Magazine author spotlight
Gould Miller is an attorney with
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ICCFA Magazine
Hiring an agent
In some circumstances, such as when you are doing business in a country such as China
that does not enforce U.S. judgments against its citizens or organizations,
youll need to consider dispute resolution outside the U.S. to recover any money.
fix any problems that arise through their
connections.
While on-the-ground advice is needed,
agents must be closely supervised. You must
know whom they are interacting with and
what they are representing to others on your
behalf. You must limit how much of your
money they can spend and require strict
accounting standards, including supporting
receipts for expenses.
And, of course, you must always be
vigilant for fraud (toward others and especi
ally toward your own company) when
trusting others with your money and brand.
Resolving disputes
Federated FDs AD
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January 2015
35
mfeltz@vetnetwork.com
ICCFA Magazine
author spotlight
Feltz has more than 25
ICCFA Magazine
Rank higher
PET SERVICES/MARKETING
Be sure to find a web vendor who allows you to make updates on the fly so that you can
offer new deals, update your staff information as necessary and react to trends in the pet loss industry.
they look. Here are a few points to consider:
Attention spans are short: Studies
have shown that the vast majority of online
searches go no further than the first page of
search results, so your chances of locating
new customers depend in large part on high
rankings.
The system behind search engines is
complicated: While consumers generally
know only that results appear whenever
they type a phrase into Googles search
engine, the reality is much more complex.
Search engines use complicated pro
gramming to index huge swaths of infor
mation, scrolling through the Internet for
specific combinations of words. If your
business website doesnt meet search
engines criteria, youre falling behind the
ball.
Search engine optimization is key:
Various companies can optimize your
website so that its more easily located by
search engines for the terms you want to be
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37
M A N A GE M E N T / CRE M AT IO N
sloving@iccfa.com
ICCFA Magazine
subject spotlight
christine@
hunsakerpartners.com
Christine Hunsaker
is president and CEO
of Hunsaker Partners,
Atlanta, Georgia. In
September 2014, Hunsaker Partners acquired
three metro Atlanta properties: Holly Hill
Memorial Park, Eastlawn Memorial Park
and Southern Cremations & Funerals at
Cheatham Hill Memorial Park.
www.hollyhillmemorialpark.com
www.eastlawnmemorialpark.com
www.southerncremations.com
Hunsaker has more than 25 years of experience in the death-care industry and is
one the nations leading cremationists. She
has been a corporate officer for Stewart
Enterprises and Service Corporation International. At Stewart Enterprises, she was
named senior vice president of cremation
in 2009. From 2001 to 2004, she served
as SCIs president, cremation services/
cremation operations, North America.
She previously served as SCIs managing
director, national cremation society brand
development & marketing, North America.
Before joining SCI, she was a marketing
manager for Batesville Casket Co.
She holds a degree in political science
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ICCFA Magazine
President and CEO Christine Hunsaker with her management team, Brett Newbern,
vice president/finance, and Rhonda Fuller, vice president/general manager.
ICCFA Ed Foundation AD
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SNL AD
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January 2015
39
Whispering Waters
Cremation Garden
at Southern Cremations & Funerals,
located at Cheatham
Hill Memorial Park.
Hunsaker developed the cremation
garden and a funeral
home while she
worked at Stewart
Enterprises, the
previous owner.
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ICCFA Magazine
Matthews Cremation AD
FULL PAGE
page 41
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management/cremation
Selection rooms, a retort and the exterior of facilities for Hunsakers pet business, Paws, Whispers & Wags, which opened in
2004 and operates in three states. The new cremation, cemetery and funeral company is a completely different brand but will
operate on the same philosophy of service and care and 100 percent full disclosure and dignity in what we do, Hunsaker said.
ICCFA Magazine
Johnson AD 2 of 2
FULL PAGE
page 43
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management/cremation
ICCFA Magazine
Above, cremation
options at Eastlawn
Memorial Park. A
cremation garden was
opened there about a
year before the larger
Whispering Waters at
Southern Cremations &
Funerals at Cheatham
Hill Memorial Park.
Left, Holly Hill Memorial Park, which will
have cremation options
added. Each of the
cemeteries has about
50 acres, including
undeveloped land.
NGL AD
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management/cremation
It doesnt matter
what your vision
or your wishes
for you or your
family are, our
garden has it.
And it is beautiful
and spectacular.
And heres the
best part: You
have to pass
through it to get
into our funeral
home.
Southern Cremations & Funerals, built on a cemetery in a historic area, has a traditional Colonial appearance. It sits atop a hill,
with the cremation garden in front so that visitors see it as they enter the building. Its got a neat reception area (above right);
its got a quaint chapel, Hunsaker said. Our crew from Stewart Enterprises decorated within an inch of its life. Its very, very
beautiful. Its got world-class embalming operations; its got top-of-the-line crematory operations. Its 5,000-6,000 square feet.
ICCFA Magazine
Paradise AD
FULL PAGE
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management/cremation
ICCFA Magazine
management/cremation
same kind of investment in beautiful
columbariums and world-class cremation
gardens that are robust and lavish and
botanical garden in feeling. And then when
your cremation consumer walks in, theyre
going to say, Thats for me; thats where I
want to be.
When I was at Stewart, we built the San
Francisco Columbarium, a big addition
onto that very historic building called
One Loraine Court. What we found is
that the same families who had invested
in these beautiful niches years ago were
still interested in investing in the future.
On that property was a Neptune Society
location, and we were doing $1,000
cremations and $9,000 niche sales, one
after the other.
Why is that? Because again, families
dont have less desire to memorialize and
remember their loved ones just because
they choose cremation. As cemetery
owners, we have a responsibility to build
things for them that are meaningful to
them.
Thats why Im so tickled about Cheat
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January 2015
49
management/cremation
I believe we will grow our funeral footprint, and we will also make more acquisitions.
Its just in my nature to grow.
from page 49
Southern Cremations & Funerals at
Cheatham Hill did 138 calls at about 50
percent cremation, prior to acquisition,
but remember, the funeral home had just
barely opened. We hope to perform more
than 300close to 400this year.
Did you name the Cascading Water
Cremation Garden?
We branded Whispering Waters at
Stewart, but there are a lot of Whispering
Waters also owned by SCI, so I changed
the name. We rebranded our cremation
gardens to Cascading Waters.
Tell us about Cascading Water Cremation
Garden. What kinds of memorialization
do you offer? Whats special about it?
It is very special, and I guess the reason
why Im very fond of it is because I
designed it when I worked for Stewart.
Whats great is its got misdirectional
pathways, meaning that you can wander
around in there. And I think there are
several things that make it unique.
Its got several water features that
create movement and an ambience so that
when you walk into it, you feel like youve
arrived somewhere special. Its got a
committal shelter right in the center of the
garden that looks out over the cemetery.
Its got robust landscaping and a lot of
color. Its got music. Its got uplighting.
Its got moving water.
Its got music?
Yes, its got music. Music is piped in,
continuously.
Theres a lot going on there that makes
you think youve arrived somewhere
special. And its got an offering for any
family of any financial means. You can
have a niche in one of our columbariums,
or you can have something as elaborate as
a big, gorgeous granite statue in a whole
estate where youve got space for cremated
remains for your whole family.
It doesnt matter what your vision or
your wishes for you or your family are,
our garden has it. And it is beautiful and
spectacular. And heres the best part: You
have to pass through it to get into our
funeral home.
You park in the parking lot and walk
through it coming into our funeral home,
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ICCFA Magazine
Porcelains AD
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management/cremation
I dont think theres a magic bullet thats made me successful, but rather
a whole bunch of factors, from my mother to my education to being in the right place
at the right time, to being very driven and dedicated. And being, quite frankly, a little tough.
You cant get your feelings hurt, and if you do, get over it and get going.
I dont believe there are very many funeral
businesses out there solely owned by
women who have gotten there on their own.
I think this is a huge thing for me and my
company and the great employees I have.
Two years ago when the ICCFA
convention was in Tampa, you had Bridget
Brennan as a keynote speaker, and she spoke
about why she buys. Eighty percent of
the consumer economy of services involves
purchases by women. If you go back and
read what she talks about, if what she says
is true or even half trueand I believe what
she says is right on the moneyI believe
that gives me, as an owner, a competitive
advantage no one else has in this town.
Being a cremationist, female, the right
age (Im 48), and having been given such
great opportunities from Stewart and
Service Corp. and Batesvilleall that
gives me a unique perspective to grow this
company in amazing ways.
ICCFA Magazine
management/
cremation
flexible and aggressive to meet the changing
demands of our consumer. What I mean by
that is, as cremation continues to grow, you
can count on us to be ready and be best at
that.
As technology advances and changes
and people look to it to gain information,
you can count on us to be great at that.
I believe weve done our homework, and
our new operating platform is one of the
best to help us in our back office.
I think that from an aggressive market
ing standpoint, we are going to spend
appropriately and aggressively.
I want to develop our employees so that
theyre not only well compensated, but also
happy and enjoy where they work and can
see that theyre working for a company
where they want to stay.
If you look at the people who work for
my pet company, they dont leave. They
dont quit because they love it, and they
love it because theyre a big part of who
we are and our culture and propelling us
forward.
Our promise to our employees is that we
foster a work environment where diversity is
welcome, individual growth and aspirations
are encouraged and innovative ideas are
applauded from any level. The growth and
strength of the company is enhanced because
of those people. And we are going to carry on
with that at this company, too.
You grow strong companies by taking
care of your employees and by taking care
of the customers.
How many people do you have working for
you now?
About 25 on the human side and 25 on the
pet side. And about five in my corporate
office.
Is there anything you wanted to mention
that we havent talked about?
Ive been asked to run for the ICCFA Board
of Directors, which I think is an honor and
a privilege. I love my relationship with
ICCFA. Im proud of the PLPA and what
they are doing. Ive really appreciated my
affiliation with NFDA and CANA also, but
the ICCFA has really done some things that
have generated independent thought and
leadership in our industry, and Im grateful
to be a part of it.
I think Im the most blessed woman in
funeral services with the opportunities I have
r
ahead of me. And were having a ball.
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M A N A GE M E N T / C E M E T E RIE S
sloving@iccfa.com
ICCFA
Magazine
subject
spotlight
CCooke@
evansville.in.gov
Chris Cooke has
Evansvilles
historic
cemeteries
include
both
flat and
upright
monuments of
various
sizes.
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management / c E M E T E R I E S
The city
cemetery
office at Oak
Hill Cemetery.
The city has
two cemeteries because
Evansville
now incorporates a
previously
separate city
that had its
own cemetery. Since the
properties are
only about 10
minutes apart,
one administrative office
serves both.
We kind of changed our approach to working with the public based on the
celebrant training I went through. Weve been able to lower our complaint level by being
more proactive with some of the families who come in here emotionally charged.
are doing: Working to maintain and improve
grounds, finding ways to bring in additional
revenue and figuring out how best to serve
families in the cremation era.
He uses his interest in history as he works
to preserve the citys cemeteries, which are
160 and 162 years old. He uses his back
ground in sales to make sure the people of
Evansville know the historic cemeteries still
have room. And he seeks out the educational
and networking opportunities he needs to
make sure both bereaved families and the
taxpayers of Evansville are well served.
Lets start with your background and how
you got into cemetery work.
I came to work with the city in 2007 as a
civilian with the police department. I was
approached by my eventual boss about the
possibility of either running animal control
or the city cemeteries. Being a history
major from Wabash College, the cemeteries
piqued my interest. And I had a sales and
management background with some jobs
prior to my time with the police department.
About six months later, the cemetery
superintendent had retired and after an
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management / cremati o n
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management / c E M E T E R I E S
The Howl-O-Ween
event held at Oak
Hill Cemetery to
benefit the Spirit
Medical Fund,
which helps cover
medical costs for
animals, includes a
dog walk, a cemetery tour and a pet
Halloween costume
contest. Right,
people gather at
the cemetery for
the days activities.
Below left, Cooke
with some of the
attendees. Below
right, local personality Evie Sue the
Litter Dog, mascot/
volunteer at Keep
Evansville Beautiful.
from page 58
Weve approached it with a mix of
Internet and print advertising, and weve done
quite wellits more than paid for itself. Im
hoping that as our new software goes online,
people will actually be able to look at a map
of our cemetery and shop online.
The idea is to make it so that by the time
people come in to see us, theyve already
educated themselves through our website,
and our time with them can be more
productive. And with the generation thats
coming, weve got to have some of these
technologies in place.
I know Im not going to be sitting in
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management / cremati o n
One of the things were looking into now is whether we can use solar power
on some of our flat-roofed mausoleums. This could be another case where being
a municipality is a positive, because we might be able to get some grants.
The setup for one of the weddings held at Evansvilles cemeteries last year.
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management / c E M E T E R I E S
Were testing different grass varieties; weve done some testing of buffalo grasses
were right on the line of viability for it. Our biggest expense is mowing, so if I can put in a grass thats
not going to need to be mowed as much, thats in the best interest of the taxpayers.
Evansville has hosted a Wreaths Across America program for several years now.
Below, attendees gather at the cemetery. Above, some of the decorated graves.
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management / c E M E T E R I E S
We would like to use some of the alleyways in the historic areas for some precast cremation options,
because one of the things people tell us they want is to be near history. This would give us a way to
generate some revenue out of some areas that have not generated revenue for more than 100 years.
contest for dogs and cats and animals
available for adoption. For a $5 donation,
you can take your pet or one of the adoptable
animals for a walk through the cemetery, on
our roads. Each visitor is issued a doggie bag.
We had about 50 volunteers for that
event, including some from the university,
and we had local media people and elected
officials as celebrity judges for the costume
contest. I led a historic tour for people and
their pets, and Spirit joined us on the tour. We
cooked food and the cadets were here, selling
wreaths.
That first year, we raised about $1,500
and had one animal adopted, but what was
really important was the awareness we
created for the fund, because a lot of folks
dont realize its out there. That event was one
I was asked about repeatedly. I know were
not reinventing the wheel with a pet event at
the cemetery, but no one else has a story like
Spirit.
Notices from the city cemeteries
My dog was here for the event and got
Facebook pages about a tour and about
her picture on the society page of the local
Memorial Day services.
paper. It was cool, because that same Sunday
I was at another event and also made the
newspaper. I said, Oh, look, father and
daughter both made the society page.
In 2014, we raised much more money
with Howl-o-Ween. In addition, weve had
several people come back to the cemetery
after the event and buy property. They hadnt
realized that we were still selling spaces
they thought this was a museum.
What other events do you have at the
cemetery?
We have several historic walks during
preservation month, which is May in
Indiana. We usually do two walks then and
periodically well do special tours for small
groups. Were looking at doing a tour with
re-enactors.
Weve actually had four weddings out
here recently, because people have been
inquiring about getting married at the
cemetery. Were having so many were
You would not believe the amount of
looking at developing a fee.
work I had to do for the dog event. There was
Ive proposed doing concerts out here, but a service that day, and we notified the funeral
it wont fly. Well, it would fly as far as the
director so he could make the family aware of
public attending, but it only takes one person it, and we recommended coming in through
to complain, to call the mayor. Its not like
one of the other gates, not the main one. We
being at a private cemetery, and you have to
had volunteers cordon off those areas of the
be cognizant of that.
cemetery during the service and altered the
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management / c E M E T E R I E S
Insurance covered some of it, but not all.
There was a tree that had fallen down
by making sure were positioned
inches from the wall, and when it was
being removed, the backhoe tapped the root
to catch the cremation wave.
ball and a whole section of the wall, made
Because if I dont, its going to
unstable by the storm, fell down.
The insurance company said they
cost the taxpayers money when the
werent going to cover that damage
because it was after the fact. We argued
cemetery has to dip further into their
with them and argued with them, and in
pockets to help fund its operation.
the meantime, I was getting call after call
plan I can participate in. But the benefit I feel that building, and were going to be starting from the public asking when we were
going to fix the wallthat section faces the
I get from being here is that because I dont
on another 100.
U.S. highway that runs along one side of
have a sales staff, I get to interact with people,
Personally, I like to compete, and to
the property. So, finally we had to bite the
and I have to be prepared for anything. I
win. Ive kind of turned this job into a
bullet and just fix it.
enjoy the challenge of that, so I see it as a
competition with myself, to try to improve
What else would you like to accomplish?
benefit.
myself and be the best in the industry.
I believe in solutions, not excuses, and
And you dont get best in the industry by
One of the things were looking at as far
Im not going to ask anybody who works
reaching a goal and then sitting on your
as long-term planning is the possibility
for me to do something I wouldnt be
duff. You have to always be improving,
of opening up some different types of
willing to do myself. Being able to work
whether by talking to other people in the
cremation areas. We would like to use some
with some of the people I do makes me
industry, going to educational meetings,
of the alleyways in the historic areas for
really appreciate what we do here at the
learning online or talking to suppliers.
some precast cremation options, because
cemetery.
One of the things were looking into
one of the things people tell us they want
Another benefit: During snow season, I
now is whether we can use solar power
is to be near history. This would give us a
can get salt from the city salt barn, which
on some of our flat-roofed mausoleums.
way to generate some revenue out of some
makes it easier to keep our roads open
This could be another case where being
areas that have not generated revenue for
during the winter. I can only imagine what
a municipality is a positive, because we
more than 100 years.
private cemeteries have to spend on salt.
might be able to get some grants.
Were also trying to get cremation front
It seems like most of the municipal
Im also working with the urban forestry and center. Were looking at providing
cemeteries I encounter are the oldest ones
department, looking at the potential of
some niche options up toward the main
in the area, so we get to be the guardians of creating our own composting pile, taking
gate, and looking at some greener options.
local history. With my interest in history,
some of the woody debris that both of our
Not necessarily green burial per se, but
I appreciate the opportunity to be that
departments generate and creating topsoil
something like a cremation area thats
guardian. I watch over 100,000 interments, we can use for our various projects.
more wooded, non-traditional, with GPS
and try to ensure that their legacies
Were trying to become as green
positioning instead of markers, done in
are preserved for future generations of
a cemetery as possible. Were testing
phases. Ive talked to my people and its
Evansville citizens, so that they can learn
different grass varieties; weve done some
roughly sketched out at this point, but
about our history. Thats one of the things
testing of buffalo grasseswere right
funding will be the challenge.
that keeps me going; its an awesome
on the line of viability for it. Our biggest
I want this place to be ready for the next
responsibility.
expense is mowing, so if I can put in a
100 years, and on my watch, Im going to
Most people, when they do long-term
grass thats not going to need to be mowed do everything I can to ensure that this place
planning in their jobs, theyre talking
as much, thats in the best interest of the
is as progressive as possible. I want to do
about next quarter or next year. With
taxpayers.
my best by the taxpayers by making sure
every decision I make, I have to think
With some of the things Ive learned
were positioned to catch the cremation
about the next 100 years. Everything you
down at Memphis, Ive been able to
wave. Because if I dont, its going to cost
do has long-term consequences. Maybe
maximize some contracts so that weve
the taxpayers money when the cemetery
somebody in 1920 had a bad day and
been able to save money, and weve been
has to dip further into their pockets to help
misfiled something, or recorded something able to allocate some of the savings into
fund its operation.
incorrectly, or eyeballed something instead maintenance programs, into maintaining
Thats why what I was saying earlier
of measuring it correctly, and those things
some of the cemeterys older features.
about education is important. When we, as
can affect us today.
We replanted our main entrances, which municipal cemeterians, dont get out there
So with our ADA project, for example,
had not been done for a long time.
and educate ourselves about the industry
Im looking at a 100-year solution. This
And there are always things you dont
and where its going, were not just doing
thing is built like a tank, of brick and
anticipate. Last year we had a storm that
ourselves and our facilities a disservice,
stoneI dont see it going anywhere.
did some damage to the historic wall
were doing a disservice to the taxpayers
Weve gotten more than 100 years out of
we have around most of our property.
r
we serve.
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Supply Line
Far left, Wilbert
Funeral Services
Inc. President
Dennis Welzenbach speaks at
the Miller Family
Park dedication.
Marlene and Rich
Miller are at right.
Left, the memorial
monument
at Miller Family
Park outside the
WFSI Broadview
facility.
READERS: To find the products and services you need online, go to www.iccfa.com
and select find a member to find:
Supply Link Search
Engine, the fastest way
to find the products and
services you need at your
funeral home, cemetery or
crematory.
SUPPLIERS: Send your press releases
about your new products and services,
and about awards, personnel changes and
other news to sloving@iccfa.com
for inclusion in Supply Line. Large files that
will not go through the ICCFA server can be
sent to slovingiccfa@yahoo.com.
70
ICCFA Magazine
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n Homesteaders,
Des Moines, Iowa, has hired
Elizabeth Liz Carter as
an account executive serving the Southeast. Prior
to joining Homesteaders,
Carter held sales positions
at industry-leading comCarter
panies such as Fuji Photo
Film USA Inc. She has earned numerous
awards, including Sales Manager of the Year,
National Account Manager of the Year and
Salesperson of the Year. Her experience also
includes orchestrating promotional events
and strategic planning activities. She earned
a bachelors degree from North Carolina
State University. 1.800.477.3633;
www.homesteaderslife.com
n Brookside Agra,
OFallon, Illinois, has
partnered with soil and
plant nutrition experts/
consultants from Cardinal
Agriculture Services, Freeburg, Illinois. The consultants
are Ben Elliott, the companys
Elliott
president and CEO, who
has worked in the chmiecal
formulating and research
fields for 10 years, and Andy
Rynski, company co-owner,
who previously worked for
Maschoff Pork Farms and
then John Deere. Brookside Agra plans to use their
Rynski
expertise to help expand its
all-natural environmental
and agricultural product lines and expertise.
618.628.8300. ext. 24;
tony.arro@brookside-agra.com
www.brookside-agra.com
n Unity FInancial Life Insurance Co., Cincinnati, Ohio, has redesigned and reorganized its website as
part of its 50th anniverary celebration.
The clean and contemporary design offers
user-friendly pages including our story, our
mission, family ownership, company news,
frequently asked questions, client testimonials, preneed insurance and fneral trust
produts. 1.877.523.3231; www.uflife.com
n Funeral Profit Protectors,
Edgewood, Kentucky, has signed a letter of
intent to sell to Kyle & Associates, Chicago, Illinois. The new combined entity will
retain the name Kyle & Associates, with corporate offices located in Hebron, Indiana.
Funeral Profit Protectors was founded by
Christopher Kuhnen, LFD, CPC. Kyle was
founded in 2007 by preneed sales counselor
Alice A. Kyle, CPC. She will retain the title
of CEO and president. Kyle currently serves
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The Life Chest CEO Donna Yost and former President George H.W. Bush.
from page 72
n The Life Chest, Troy, Michigan,
presented former President George H.W.
Bush with a limited edition, custom-made
Freedom Chest for his 90th birthday.
The president celebrated his birthday with
a parachute jump in tandem with Mike
Elliott, the leader of the All Veteran Group.
After landing and being congratulated by
his wife and son, former President George
Dorics Board of Directors for the 2014-2015. Seated, Steven Vincent and Adair
Payment. Standing, from left, Joe Brewster, Hubert McQuestion, Jerry Cooper, Jim
Wiens, Michael Crummitt, Charles Chuck Foskey and Gerald Hardy.
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