New Website!

Announcement!

We have a brand new website created by Mark Pridham!

Check it out at http://dchoice.com/.

 

To find out more about Mark, go here http://markpridham.com/website-launched-for-directors-choice/.

 Have a great Labor Day weekend everyone!

Family Picnic Day!

We just celebrated our annual Family Picnic Day! This is an event each year where the entire Directors’ Choice staff can get together, with their families, and enjoy games, food and fun! This year’s theme was tropical and included a palm tree cooler for kids sodas and juices, Aloha decorations, a Hawaiian limbo contest, potato sack hop, bingo, and more!

We were too busy having fun to take a lot of pictures… but here are a few!

 

 

What types of activities does your business engage in to increase employee satisfaction?

 

Happy 4th of July!

 

From your neighbors to the North! Rest easy knowing that we are on duty 24/7 to take care of your callers while you enjoy the day (or get some much-needed rest).

 

Have a safe & happy holiday!

Your team at Directors’ Choice

 

 

 

 

 

 

 

Fun with a Purpose…

Fundraising is extremely important to everyone here at Directors’ Choice, and is an integral part of the culture of caring for others that we maintain. One organization we have focused throughout our years in business is The Terry Fox Foundation (http://www.terryfox.org/).  Most recently, we are proud to announce that we recently wrapped up a Silent Auction in support of this great cause.  Along with supporting this established and well-respected foundation, we had a great deal of fun and many of us came home with new treasures!

 

About the Terry Fox Foundation:  Terry Fox was a Canadian humanitarian, athlete, and cancer research activist. In 1980, with one leg having been amputated, he embarked on a cross-Canada run to raise money and awareness for cancer research. Although the spread of his cancer eventually forced him to end his quest after 143 days and 5,373 kilometers (3,339 mi), and ultimately cost him his life, his efforts resulted in a lasting, worldwide legacy. The annual Terry Fox Run, first held in 1981, has grown to involve millions of participants in over 60 countries and is now the world’s largest one-day fundraiser for cancer research; over C$500 million has been raised in his name. (http://en.wikipedia.org/wiki/Terry_fox)

Because of our many home agents, this year our fundraising turned virtual and we held the silent auction through MS Sharepoint. Using item photos, bidding sheets, and descriptions in spreadsheets, staff members in and out of the office placed their bids and competed against each other in good fun to go home with some new and “new to you” items. We are proud to announce that we raised over $1,300 for The Terry Fox Foundation with this one event!

Here are some of the highest grossing items:

8 Desktop Computers (held in storage after recent upgrades): $60+ each

A pair of jackets from our local hockey team – the Saint John Sea Dogs: $40

Mary’s Famous Brown Sugar Fudge:  $22 (double-batch!)

And one staff member even set aside a $100 budget to purchase 42 out of our 167 donated books (she takes her reading very seriously)!   She even offered to sell the books to other staff members after reading them and donate further proceeds back to Terry Fox!

Please share your fundraising efforts!

Happy Employees = Better Service

When you phone a business, isn’t it amazing how quickly you can tell the difference between a person who enjoys their work and is happy to assist, and someone who is not enjoying what they do?  All too often, it’s quite obvious when the person on the other end considers their work to be “just a job”.  Wouldn’t you agree that the difference in these two types of employees are surprisingly easy to notice?

Directors’ Choice has spent fifteen years ensuring that our crucial front-line staff are selected not only because of their computer skills and work experience, but because they thrive on helping people and sincerely enjoy the work that they do every day.   At the heart of our company lies a management and HR Team that dedicates endless hours to taking care of the staff that, in turn, take the very best care of your callers.

A strong focus on employee well-being and satisfaction has continued to play a key role in our success over the years.   An “open-door” team environment, a fantastic health and wellness plan, a Social Committee dedicated to providing fun events (and food!), plus perks like box seats at the local arena all help in our efforts to consistently let our staff know just how important they are to us.  Our efforts are so consistent, in fact, that for the FOURTH consecutive year, Directors’ Choice has been named one of the Best Places to Work in Atlantic Canada (Progress Magazine).  This award is extremely significant, as it cements the fact that our employees really do enjoy what they do and stay with our company because they WANT to be here, serving callers to funeral homes across North America.

Starting from the top, Gary, our CEO and founder reflects on our dedicated staff:

 “It is my strong conviction that those that serve families during a time of death make a meaningful difference in people’s lives, at a time when they are most vulnerable.  Working in such an environment makes Directors’ Choice a rewarding place to work, but it is the sense of Team and Family that exists here that puts us over the top. 

This sense of Team and Family exists despite the fast pace, emotional demands and stress that comes from our high standards of service.  I am honored to know that my team believes in our values wholeheartedly, enough to tell the world that this is a Great Place to Work.” – Gary Darychuk

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 And, since “the proof is in the pudding”, let’s hear it from our front-line:

 “Every morning I walk through the door I am surrounded by an enthusiastic and caring group of individuals. “Good morning” and “Hello” echo up and down the hallway.

I have never experienced such unbelievable teamwork and dedication and am thankful to have been given the opportunity to be a part of “the team”. As I once read….”Teamwork is the fuel that allows common people to produce uncommon results” – so true, I believe, every day at DC!

Management appreciates the hard work and dedication of its employees – rewards given are a true reflection of this. Respect is shown on all levels and issues that do arise are dealt with in a professional manner.

Yes, Directors’ Choice is my place of employment, but I also feel it is an extension of my family.” – Lorna

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“Doing what you love is hard to do, especially when it involves earning a living. Not because of the work involved, but because it is almost impossible to find something that includes both. I believe I have found that.

   For the past 10 years before Director’s Choice, I had spent my days pleading and arguing with people over the phone about why our product was better, faster, cheaper, and more convenient. Not exactly something I love to do. It was hard to pitch something when you couldn’t believe in it.

  Director’s Choice has not only taught me a new set of business skills, but also a new set of personal ones too. It has taught me Confidence in what I say to people and the way I present myself. It has taught me Humility, to be modest and humble. It has taught me to be Objective when attaining goals and not being swayed by other’s opinions. It has taught me to be Industrious. It has taught me Compassion when dealing with another’s sorrows and losses. But most of all, it has taught me Eloquence.

   I am still working hard at perfecting these qualities but that’s what drives me. Is it a coincidence that the first letter of all of these qualities spells out CHOICE? Maybe, but I think I made the best one by earning my living at Director’s Choice because I love what I do.” – Heather

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“I haven’t been working at Directors’ Choice for a long time, as I found out shortly after being hired in November 2010 that I was pregnant and went on maternity leave at the end of February 2011. However, in the short amount of time that I have worked here, I have grown to love it more than any other job I’ve held. Well, aside from being a mother.

Everyone was so kind, understanding and seemed happy for me when news of my pregnancy came out. I was incredibly scared and nervous to tell anyone, but that fear quickly vanished after talking with Tracy (Workforce Manager). I knew that I wanted to return to work as quickly as I could and it grew to be a home away from home. I truly feel like it’s a small family here.

When it came time for me to return to work, I spoke with Tracy and was extremely happy and excited when my preferred shift was available and she kept both my son and I in mind when she proposed the overnight shift to me. She understood that it would work best for me as a single mom and informed me that I would be able to apply to work from home, which would also work great with my son’s schedule.

As a result, I get to spend as much time with my son as possible. I’m there when he wakes up and there when he goes to bed. I got to spend his 1st birthday with him. I don’t have to worry about missing out on seeing him grow. I’m able to provide for my son financially, emotionally and mentally. I couldn’t ask for anything more. I’ll gladly deal with only a few hours of sleep to be able to spend as much time with my son as humanly possible. My work family has made it possible for me to always be there for my biological family and as a result, I tell everyone what a great place Directors’ Choice is to work.” – Kristen

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We love our staff, and couldn’t do it without them!

 

About the competition:  Companies from across the Atlantic region entered the two-part survey process to determine the Best Places to Work in Atlantic Canada.  The first part consisted of evaluating each nominated company’s workplace policies, practices, and demographics.  This part of the process was worth approximately 25% of the total evaluation.  The second part consisted of an employee survey to measure the employee experience.  This part of the process was worth approximately 75% of the total evaluation.  The combined scores determined the top companies and the final ranking.   Best Companies Group managed the overall registration and survey process in Atlantic Canada, analyzed the data and determined the final rankings.

“How’s the weather?” – Part 2

“Spring is the time of plans and projects.”

― Leo Tolstoy, Anna Karenina

The snow has finally melted here in Saint John! Snow tires, shovels, mittens, and hats have all been retired to the closet, and have been replaced with sunshine and new beginnings.    Spring is always a time at Directors’ Choice for a ‘revamp’ or a ‘second look’ at current processes, with thoughts of improvements and growth.

Spring can also be a time for reminders, refreshers, and new perspectives.  Here are a few refreshers for our following on offerings from Directors’ Choice:

REFERRAL BONUS!

A referral is the highest honor a business can receive from its customers.

You could receive $100 if you refer a fellow firm to our services and they become a new client of Directors’ Choice!

FREE TRIAL!

A trial period is great time to settle into a relationship with a new vendor, or to simply spend some time reflecting on your current service.

Are your needs being met?

We offer the first 2 weeks of our service FREE as a time to for us to get to know each other.

TIME-SAVERS

Have you recently purchased a smart-phone, tablet, or new laptop?  Take the time to reflect on any changes you’ve made in your business communication processes, and ensure your answering service matches your own level of technology. 

Texting, e-mail, online features, and mobile applications can save valuable time and are all available with Directors’ Choice.

 

“Spring work is going on with joyful enthusiasm.”

― John Muir

As always, we would like to extend a warm THANK YOU to each and every one of our valued clients. We are happy to serve you!

Happy Easter!

Wishing our clients and followers a pleasant Easter Weekend!

As always, we’ll be here 24/7 to handle your calls!

Going “Green”

Directors’ Choice Goes Green!

This week marks the beginning of Spring!  Many of us look forward to the white, gray, and brownish drab of winter giving way to a brilliant backdrop of green, speckled with all the colors of the rainbow.

Here at Directors’ Choice, we are always looking for more ways to “Go Green”.   Every little bit counts – and here are just a few of the contributions we are making towards the well-being of our planet:

҉   Using energy-saving electronics

҉   Turning lights off / using natural light / motion-sensor lighting

҉   Using regular dishes and kitchenware to avoid unnecessary waste

҉   Conserving water and washing dishes all at once instead of one at a time

҉   Recycling all paper products

҉   Recycling all bottles, cans, etc… (proceeds donated to charity)

҉   Using Eco-friendly cleaning products

҉   Supporting local business (conserving transport costs outside our local range)

҉   Preferred use of e-mail or text versus paper mailing or faxing

҉   Encouraging employee car-pooling or use of public transport

҉   Paperless filing throughout all departments.

Our most recent “Green” endeavor, and the one that we are most proud of, are our many Home-Based Agents, some of the first in the funeral answering service industry.

Research suggests that the recent wave of “Telecommuting” employees can actually help slow global warming, reduce traffic jams and carbon footprints, and greatly reduce office energy consumption, among other benefits not necessarily related to the environment.   It has been proven that this “home-based” work not only helps the planet but, when implemented properly, results in happy, more productive employees!   We’ll focus more on the benefits of this exciting initiative in the coming weeks.

“Going Green” is a movement that can make a difference in any industry.   In the funeral industry there are continuous “green” innovations being developed related to cremation, burials and all of the materials involved.   Not all of the many available options are right for every funeral home or every family, but it is important to consider where YOUR business is going and what YOUR families will be looking for in the future. Within your funeral home – there are always small changes that can be made to conserve energy.

Join the discussion!   Share your tips, and your thoughts on the latest “green” initiatives you’ve been hearing about in the funeral industry. 

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!