Public Relations

Question 1

• Primary- directed wtihin own community
• Secondary- National

Answer 1

Scope

Question 2

• Personal relations
• Professional relations
• Personnel relations
• Relations with families you serve

Answer 2

Board Areas Involved in the Evaluation of Public Attitudes

Question 3

• Personal acquaintance
• Previously served family
• Reputation
• Recommendation
• Location
• Public observance of how you conduct funeral service business
• Ethnic, appearance, parking lot etc.
• Pre-need
• Conract funerals

Answer 3

Why do People Call You and Not your Competitor or Visa Versa?

Question 4

• This is the only family I am serving even though I have six calls going on
• Pay attention to the needs of the family no matter how trivial they may seem
• Never give the family the impression you are too busy to talk to them
• Anticipate the needs of the family
• Respect all religious, ethnic customs fo the family
• Smooth running operation

Answer 4

Attiture Toward the People you Serve

Question 5

• Prompt response to the call of a bereaved family
• Give sympathy and intelligent guidance and counsel to the bereaved family
• Adequate technical skills
• Plan the service according to the specific needs of each bereaved family.
• Fair, honest and professional ethical in the transaction of your business.
• Protect and respect the remains as if it were a member of your own family. You will be constantly aware and so will your employees of the sacred trust bestowed uppon you by the bereaved family.
• Services conducted in a smooth, efficient and dignified manner and your mortuary will reflect a home like atmosphere.

Answer 5

What do People Expect of You?

Question 6

• Clear, fair and understandable
• Fully explained in terms of service and merchandise
• Fully explained in terms of payment policy

Answer 6

The Agreement Form

Question 7

• Service
• Personal conduct
• Establishment and facilities
• Community activities
• Associations PR materials
• Unpaid media apart from advertising
• Trade journals apart from advertising
• Word of mouth
• Letters, brochures
• Public speeches to schools, religious groups, civic clubs etc without honorarium
• Individual ingenuity

Answer 7

The Tools of a Good Public Relations Program