The Power of Partnership – HMIS & Directors’ Choice

 

 

 

 

 

 

Our story begins like this: Two funeral industry leaders in technology meet at an NFDA Convention and strike up a conversation. They quickly realize they share common values and a passion for innovation – and the gears start turning. Their colleagues join the conversation and things take an exciting turn: A partnership blossoms as they realize the potential that lays ahead….They spend the next year developing the first integration of its kind. The rest is history!

Meet our Partner: HMIS

HMIS of Merrimack, NH has set the industry standard in death-care software for multi-location cemeteries and funeral homes for over a quarter of a century.

A strategic alliance in 2010 spawned the launching of an innovative interface which allows data collected by Directors’ Choice operators to be transferred immediately (in real-time) into the HMIS Funeral Home database, CafeAdvantage. CafeAdvantage is a web-based program designed to deliver superior performance accessible from multiple locations including Directors’ Choice.

Here’s how it works:

• Directors’ Choice operators expertly handle a First Call on your behalf after hours, and enter the data into their system.
• At the moment that call is completed and all required information has been collected; the interface populates your funeral home data base (death certificates, announcements, obituaries etc).
• At any time, from anywhere, you can log into CaféAdvantage and find your first call information waiting. There is no need to grab a pile of faxes or printed email off your desk and start entering new cases – it’s already done and you only need to verify the information!
• The really neat part is that you can do this by listening to the audio file of the call that is attached to the file.
• As a bonus, with real-time read-only access to the service information in CaféAdvantage, there is no need to contact Directors’ Choice every day with additions and changes to service arrangements, or upload it to any other system…they have it 24/7.

Funeral Homes who currently use HMIS and Directors’ Choice can take advantage of this fantastic integration for free. Yes, I did say free! For all of you current Directors’ Choice Clients looking for better management software, we strongly recommend you give Nancy @ HMIS a call. She’ll be waiting to show you a free demo (again with the FREE!). And because we like to save client time in so many ways, here’s her number for you: 1-603-883-5692. Click here to check out their website too: www.hmisinc.com

One phone call can make all the difference in the world – this we know on so many levels. HMIS customers enjoy this great new integration and many other benefits that ultimately improve your customer support and assist in managing your business all the way to bigger profits.

Check out our Video!

You’re the Best.

Let’s begin by stating the obvious, funeral home staff and directors are the most qualified to answer phones at a funeral home. There is no disputing this fact. After all, you’re the experts! However, when it comes to 2^nd best, and getting a good night’s rest (or peace while meeting with a family or your colleagues)….That’s where we come in.

Directors’ Choice has been fielding calls for funeral homes (exclusively, we might add) for almost fifteen years now. It’s safe to say that we have learned a thing or two along the way about how to take proper care of a caller to a funeral home. On top of this, the death-care industry and the world’s technology are constantly evolving. As a result, so are we.

Our company motto is to always “Do what we say we are going to do, when we say we are going to do it.” This is just one of the many traits that have helped in us earning our spot as the premier answering service for North American funeral homes. We offer a premium service focused on your calls and your families, driven by our caring and professional agents.

The difference between Directors’ Choice and other companies is the focus we place on VALUE and quality in our own service offerings.  It is always our top priority.

The perfect combination of funeral industry experience and proper telephone etiquette is our specialty. We’ve asked Steven, our Recruitment and Training Manager, to weigh in on just a few of the points he “drives home” to our agents on a regular basis (who knows, they may just come in handy for that new employee you recently hired):

1. The caller requires, and deserves, your undivided, whole attention and focus.  As soon as a call comes into an agent, it immediately becomes their top priority.
2. Losing a First Call is not an option.  We guarantee it!
3. No Family First Call is ever put on hold.  Constant awareness that the person on the other end of the phone is going through one of the most difficult times in their life.
4. Always have escalation procedures in place.  Supervisors are on duty 24/7.
5. “Their funeral home – Your voice”. Our agents are often the first impression a family has of our clients.  Your business only ever gets ONE first impression.
6. Your answering service is not “just the answering service”.  Our agents learn what takes them from being “just the answering service” by making the callers feel “looked after” before the end of the call.
7. Go above and beyond to help. We have the capabilities to go beyond taking a message. We help the callers – whether it’s giving out directions, service and florist information or by collecting all necessary first call information before dispatching transfer.
8. Balance your Phone Manner.  We tell each team member to picture an old fashioned set of scales. “Professionalism” is on one side and “Casual” is on the other side. Their job is to find the balance, when conducting themselves on the phone, to make the caller feel confident. Going unbalanced in either direction affects the whole interaction with the callers.

Check out the short video below that highlights 5 very simple Telephone Etiquette Tips that are often overlooked, and how important they can be to your business!

 

People for Good

Here at Directors’ Choice, an essential part of our service includes our specially selected operators, who are not only chosen for their specific skill-sets, but their “do-gooder” personalities and enthusiasm to go above and beyond to help.

Recently popping up in the Canadian media is a new project called ‘People for Good’.  It ties in nicely with our values and culture here at Directors’ Choice and is an all around uplifting post for our readers, in the funeral industry and beyond.

Check out one of their promo spots below.  You are sure to get at least a little chuckle out of it!

 

People for Good (www.peopleforgood.ca) is a new Canadian campaign that is actively working at ‘making the world a better place’. They are fueled by  ‘good deeds’ and ‘generosity’ .  The project is sweeping through computer screens across the country at an exponential rate.

Here are just a few of our favorite GOOD ideas:

• Have dinner at the table with the whole family
• Say “Good Morning” to a stranger
• Pick up a piece of litter
• Compliment a coworker
• Make someone laugh
• Donate items you don’t need to the charity (maybe your trash is someone else’s treasure!)
• Be upbeat about the weather
• Give away hugs to the people you hug the least (they’re usually the ones who need it the most!)

 ….and remember to smile at someone today! 

Getting to Know Directors’ Choice

Amy, Sales and Marketing Manager

Amy started with Directors’ Choice at only 19 years of age. After moving through various positions over the last decade, she has settled into her role as our Sales & Marketing Manager (and has also recently marked the big 3-0!).  Amy spends her days chatting with funeral directors, owners and managers across North America, promoting the company she knows so well.

Amy’s family has grown alongside her career over the last decade, with the addition of two young daughters and marriage to her high school sweetheart. If you ask Amy what word describes her best, it is “organized”…A messy desk (or house) drives her absolutely crazy, and she can’t leave for the day without straightening every pile of paper and putting every pen back in it’s holder.

 We recently asked Amy to tell us about why she committed herself to representing our company with such passion.

 I’ve spent years soaking in all the little bits and pieces that have helped to make Directors’ Choice what it is today.  I’ve seen system changes, new technologies, and evolving industry trends all affect the services we offer to our clients.  The key is to adapt.  It’s exciting to be a part of a company that adapts so well to change, yet continues to hold dear the importance of providing the absolute best customer-service experience.

 I watch our team in action every day (I even watch our internal chat system live, as it happens!), and am involved in everything from Client Services to Tech Support.   Staying up-to-date on all things Directors’ Choice gives me the confidence every day to pick up my phone and know that I have the tools to help whoever may be on the line. 

 I’m not your typical salesperson, and anyone I’ve talked to can probably tell you that.  When my phone rings, or you approach our booth at a trade show, you can hear how I’m excited I am introduce you to our team, and to get to know you and your company.   Everything we do is customized, so getting to know your daily routine, in and out of the office is just part of the information I use to develop a personalized solution for your business.   Let’s say you mention to me that you’re headed out to your kid’s soccer game in a few minutes.  I’ll tell you about our mobile apps and texting options, and then ask you if they won the next time we talk!

 I’m not the only person around here that has this passion.  Everyone who works at Directors’ Choice is here because they love what they do.  From CEO to Operator, our entire team is dedicated to providing assistance in any way they can and go home at the end of the day feeling they’ve made a difference.   There’s a reason we’ve gone home with multiple “Best Places to Work” awards! 

 I just happen to be one of the faces/voices that our new customers spend their first few weeks with.   I really enjoy spending those few weeks with new clients of Directors’ Choice – it’s a big part of why I do what I do.  All in all, I consider myself an ambassador for our whole team.  It’s a pleasure and a responsibility that I take very seriously. 

Favorite Quote: “It’s the little details that are vital. Little things make big things happen.” – John Wooden

Here’s a photo of Amy at home, taken by her 7 year old daughter (apparently a photographer in the making!)

Happy Holidays from DC!

 On the eve of the winter solstice and the shortest day of the year,

we at Directors’ Choice send

warm Season’s Greetings and Best Wishes for all the JOY this season brings…

…from our family to yours.

Directors’ Choice Launches THIRD Mobile Application – Android now Available!

December 14, 2011 – Directors’ Choice Answering Service (Saint John, NB) tops off an incredible year, just in time for their clients’ busy holiday season, with the official launch of the third member in their mobile app line-up, the “DC to GO” Android App.

Hundreds of users on the iPhone and Blackberry models are daily users, and have been taking advantage of the many features within the app that are not possible with a simple text message. A waiting list of eager Android users can now join their colleagues and enjoy the freedom that comes from knowing they can check messages, review calls, and update on-call and service information from absolutely anywhere.

As the very first funeral-specific answering service to offer mobile applications to their clients, Directors’ Choice has worked throughout 2011 to ensure that customers on each major smartphone platform are able to be a part of the convenience the mobile applications add to their hectic lives.

With all versions offering the same helpful features as the original iPhone Application, Directors’ Choice continues to prove their commitment to assisting directors with the growing phenomenon that is the “mobile office”.  As the funeral industry moves forward with technological advancements, Directors’ Choice does the same.

The DC to GO Android App is available for immediate download in the Android Market.  Once downloaded, a Directors’ Choice team member will need to issue a pass code for each device/user.  This ensures client security, and provides the ability for owners and managers to remove access from staff no longer employed with the company.

Clients of Directors’ Choice may call 888-920-1900 or send an email askus@dchoice.comfor their code, or for technical assistance.   To learn more about Directors’ Choice and their premium service to funeral professionals, visit www.dchoice.com.

 Portions of this page are reproduced from work created and shared by Google and used according to terms described in the Creative Commons 3.0 Attribution License.

The Recruiter’s Perspective

I am proud to say that I have been with Directors’ Choice now for 12 years. I have enjoyed the role of Recruiting Manager for the last 6 years.

In those six years, I have met many interesting people but it is difficult to find the right “fit” for our company. I can walk through the local mall and find many that can “just take a name and number” but it is more challenging to find the person who genuinely CARES.

Our employees come from all walks of life. Our staff includes: funeral directors, university students and alumni, former stay at home Moms, recent high school graduates, gas jockeys, restaurant servers, hair stylists – the list goes on! The common attribute that they all have is that they CARE! They care about the families we serve, they care about their co-workers, and they care about their family and friends.

I am the type that will be out in public and look for the person that will open and hold the door for you – that will say excuse me when getting by you in a crowded hallway – that will give outstanding customer service whether they are behind a counter, on the sales floor, or serving me food. Have I handed my business card to them and asked them to send me a resume? – I sure have!

Empathy and Caring are the two main characteristics of all our work family. As a recruiter, you cannot “test” for this. It will just naturally come through during phone interviews, testing classes, and especially during the interview. I can usually tell who is genuine and who is just telling me what they think I want to hear! You either have “it” or you don’t.  I was watching Simon Cowell’s X Factor last night. You can look at those contestants and can tell who has “it” for the entertaining world. It is not something that they have learned – it is just an innate quality that naturally comes across.

Now, don’t get me wrong – recruiting is not an exact science! Can you get it right 100 % of the time? No. If I could figure out how to get it right all of the time – I would be rich after patenting my method! Anyone reading this can relate to the challenges and rewards to finding the right person that will be the right fit for your company.

I will be sharing my successes and “misses” with you. I have to go into my notebook where I keep all the funny or strange incidents (or perhaps accidents) that have kept my recruiting role “challenging” over the years.

…Stay tuned!

- Steven Crawford, RPR

Visit Saint John, New Brunswick? Here’s why!

Here is a recently released video introducing you to Saint John, New Brunswick – Home of Directors’ Choice.  The tourism industry thrives here, thanks to our beautiful natural resources, thousands of cruise ship visitors, and reputation for incredible hospitality.  Kindness and compassion for others isn’t just something we apply to our business, it’s a part our culture and our daily lives.  Enjoy!

PS > Don’t forget to hold the door for someone when you’re out shopping this Holiday Season!

Let your Kids Choose Your Telephone Answering Service

There. I said it. And I meant it.  Naturally, though, I have more to say than the blog title implies.

The internet is full of blog posts, tweets and how-to advice about maintaining a work –life balance.  They remind me of articles on retirement savings or living debt free.  They have great advice, and maybe some day I’ll have the energy to give it an honest effort.  But day to day it isn’t always that easy.

I am the father of two wonderful elementary school aged girls.  Like any parent I want to see their school plays and attend parent teacher meetings. I am not too proud to admit that I really had a great time on the Grade 1 field trip to the Maple Sugar bush.

As it turns out, both my children have an anxiety disorder known as Selective Mutism.  It means that they are afraid to speak in front of anyone but their most trusted family and friends (at which point they don’t stop talking easily!).  The condition also means there are days when it can be hard to get them out the door on time for school.  When I say “hard” I mean impossible.  And when I say “days”…. I mean all of them.

When I think about an Answering Service my kids are the first thing that comes to mind.  Yes, the point of a quality Answering Service is to cover your phones when you are out of the office or outside of your normal operating hours.  But there is more to that relationship. They are an extension of your business, and as such, part of your livelihood.

When I think about what makes a quality Answering Service there are many factors to consider, but ultimately it comes down to a single question: “Can I trust them to ‘mind the store’ while I am with my kids?”

If the answer is anything but a resounding “Yes!” then you need to let your kids select the next Answering Service you choose.

Rick Lockyer is a Business Analyst and independent Business Intelligence Consultant specializing in Call Center Metrics and the father of two girls who tease him mercilessly about his bald spot.

Small Talk – “How’s the weather?”

Many of our operators speak about the weather with our clients on a daily basis.  It is as common as a quick “Hello” as they transfer the phones or pick up a message.

“How’s the weather up there?”, they say.  “It’s hot and sunny here in ______ today.”

Often times around here, we hope that the weatherman is wrong.  Sometimes he is.

Today, he was correct.