CBS News, The Profession, The Associations, The Self Proclaimed Watchdogs

Posted on May 21, 2012 by Administrator

Last night, as many of you know, 60 minutes aired an expose on a few of the issues facing the cemetery and funeral profession.  Considering the small allotment of time, they did a fairly adequate job of portraying some of the landmark cases/issues facing this industry.  They covered Chicago, Florida and California and interviewed a couple of industry persons, one who was proclaimed to be a profession spokesman and one proclaims himself to be an industry watchdog.

Today, I have watched the varying accounts/opinions of that news article, and find a couple of things of concern.  1.  Mr. Elvig who considers himself the industry spokesman, stated these problems are not widespread and the very fact that our profession performs 6,500 burials daily doesn’t make these issues reach to the level of widespread or common.  I chose to comment on those assertions, that making statements of this nature come across arrogant and uncaring to those families, communities, and their associates,  who have been impacted by the incidents portrayed in the article.  2.  He cited tougher regulation in Illinois, stemming from the Burr Oak Scandal, which couldn’t be further from reality.  Stricter rules were adopted, only to be pulled and watered down within months of enactment.  Someone who considers themselves an industry spokesman should know what is happening in this ever changing environment.  Mr. Elvig is also consulting with the Portland Metro Cemetery Program in Oregon where remains have been found in the dirt piles, so for him to come across as this being no big deal is a little alarming to me.

Then there were the assertions by Joshua Slocum, the self proclaimed watchdog to the industry.  His comments make it sound like the whole profession is corrupt, and he has made many comments of this nature in the past.  I take exception to his claims, as affronts to the many honorable and ethical professionals who have chosen this as their careers.  Where there are also many who do not belong in this industry, being willing to lump the black eye among all professionals will only further the alienation of his group from the profession, and the constant calling for further federal regulation is irresponsible considering the existing federal regulation is hardly respectable.  Every state has their own sets of statutes regulating the death care profession, both cemetery and funeral, and it is a simple answer if only those states would choose to enforce the statutes they already have in place.  The feds cannot regulate themselves, let alone another profession.  It’s time for these state regulatory agencies to start doing their jobs, and for the states to properly fund those agencies so they can.  It is so easy to find issues with any profession, but it takes more to discover solutions and not just try to tear a group down.

Today, I read the response from the counsel from ICCFA, and there were really no surprises there, except his comment that CBS failed to relate those involved in Burr Oak have been prosecuted and imprisoned.  That too, is not quite accurate.  One of the defendants has been prosecuted and imprisoned, three have been indicted and await prosecution.   The glaring omission to me in his response is the lack of distancing between SCI and the rest of the industry his group represent.  I can bet, based on calls I received today, nobody wants to share the black eye this report caused.  An industry association should consider the greater good of their group.  I did, however appreciate his final comment that just one problem of this nature is one too many, and his understanding of the limitations of full disclosure in a limited timeslot.

And finally, I was terribly disappointed in the complete lack of reporting on the problems over the past few years at Arlington National Cemetery and the Veterans Administration Cemeteries.  That would have leveled the playing field and furthered my stance against further federal regulations to the private sector.  They can’t regulate their own cemeteries, so what qualifies them to regulate ours?

Posted in Arlington National Cemetery, Cemetery and Funeral News, Cemetery Compliance, CemOps International, Death Care Awareness, Funeral Industry Lawsuits, Google News Alerts, Government and Death Care, Uncategorized | Leave a comment

Answers To Increasing Traditional Services In A Cremation Market

Posted on May 14, 2012 by Administrator

We have watched funeral homes and cemeteries across the country struggle with the rising cremation rates, thinking all they have to do is offer more cremation services and products in order to stay afloat.  We have installed new thinking in locations, and learned this is only a small answer to a larger problem.  The old saying of throwing the same actions at a situation time and again, and expecting a different outcome will only achieve the same results.

There are many markets where the public desires traditional services and burials, but are not being offered options that make sense to them.  As long as the present offerings are in place and no change in those offerings or attitude exists, the future will continue to look bleak for many.  The changes necessary are not expensive, nor will they require you lower your financial expectations over the short term.  The changes necessary will mostly require a change in your processes and thinking.

First you need a good understanding of your marketplace.  Then you need to take that new knowledge and get out of the rut you find yourselves in, and think beyond the daily limitations and move toward the future.  Without a change in thinking, the profession will continue to stagnate.

The cost of bringing in some fresh ideas, an in depth look at your present operations, developing a new plan and implementing it; is much less than you would expect.  It is also much more than you would expect for the cost associated.

CemOps approach is a two step process.  First we need to get your present operations under control, keeping your expenses in check and better controls in place.  Second, it is necessary to retrain your employees in a new way of thinking; a new way of addressing the challenges you face daily, and retooling how you do business moving forward.

Your consumer is being directed with a solid message.  Changing that message that answers their needs, their desires, will increase your market share while bringing your location/s into better financial positions.  It’s that easy, all you need to do is contact us.

We will in chorus with you, do the rest.  www.cemops.com

Posted in Cemetery and Funeral News, Cemetery Compliance, Cemetery Maintenance, Cemetery Safety, CemOps International, Death Care Awareness, Google News Alerts | Leave a comment

Liability Insurance Requirements & Antitrust Issues

Posted on April 30, 2012 by Administrator

The United States antitrust law is a body of laws that prohibits anti-competitive behavior (monopoly) and unfair business practices. Antitrust laws are intended to encourage competition in the marketplace.[1] These competition laws make illegal certain practices deemed to hurt businesses or consumers or both, or generally to violate standards of ethical behavior. Government agencies known as competition regulators, along with private litigants, apply the antitrust and consumer protection laws in hopes of preventing market failure. The term antitrust was originally formulated to combat “corporate trusts,” which were big businesses.[2] Other countries use the term “competition law”.

I referenced wikipedia for this post today, in looking at the requirements present within many cemetery organizations today.  Many cemeteries have followed the lead of the corporate cemetery companies in requiring large liability insurance policies in order to perform work in their cemeteries.  Recently, this became even less sensible when a cemetery location discovered their outside engraver couldn’t afford that insurance and now they cannot get anyone to engrave final death dates on their granite memorials.

Let’s ask the question, isn’t the real reason these companies require these policies is to dissuade outside competitive vendors from selling products in their cemeteries, such as memorials or monuments?  For the small business that makes memorials, this insurance can be cost prohibitive.  There was an antitrust suit brought in the upper midwest a few years ago, and the corporate cemeteries lost in court.  It was seen for what it is, a way to control the market.

Eliminating liability from vendors performing work in a cemetery or any damage they may cause, is easily rectified by a waiver of liability and agreement to fix damage that may be present.  In my career, I don’t know of one case where an outside vendor caused damage to anything beyond what they brought into the cemetery themselves, and if they are required to carry workmens compensation insurance on their employees there won’t be any liability to the cemetery for injury.  Unless the cemetery has caused an unsafe condition, but that also should be the cemetery’s responsibility.

As in the case referenced above, this can be a double edged sword.  Due to this very  requirement, now families cannot get death dates engraved on their loved ones memorials.   That makes this particular company look like they don’t care about their families, and will not bode well for them in the future.  The location staff actually has informed families why they cannot get their death dates inscribed.  They have actually informed the customers it is due to the corporate rules on liability insurance.  This corporation surely will not dare relax this policy for the one vendor, because if they do, other vendors are going to find out and raise hell about it.

Someone needs to look into this practice from the legal community.  There is nothing positive that can come from this, except for bottom line thinkers.  It also allows these locations to have fairly unfettered access to sales while their memorial prices are much higher than the local dealers.  Instead of becoming truly competitive, this practice insures they don’t have to be.  Which as wikipedia describes, is the reason for antitrust laws.

In the end with this situation, nobody really wins, especially the families.  Eventually, the right people will figure this out and end this practice.

Posted in Cemetery and Funeral Law, Cemetery and Funeral News, Cemetery Compliance, Cemetery Maintenance, Cemetery Safety, Uncategorized | Leave a comment

The Tough Calls – Lawsuits In The Death Care Industry & Negative Media Costs

Posted on April 22, 2012 by Administrator

We receive daily multiple google alert news accounts where funeral homes, cemeteries, and crematories across the globe are finding themselves on the wrong side of lawsuits and media accounts.  All these are avoidable, all of them, but these problems continue.  We don’t believe these are just about mistakes or people being sue happy as some would have you believe.  There are too many of these accounts that are willfil in nature, which deserve to make it into the courts; and there are way too many that could have been stopped short of expensive defense costs or loss of reputation due to media involvement.  The root cause is usually not making the tough calls, or knowing how to do so with any level of expertise.

CemOps has offered since 2005 to assist owners, corporations, and not for profits the expertise and training for managers to learn the proper methods to eliminate all this, and get ahead of the problems before they grow into the subject line matters.

Instead, CemOps has found itself being used as expert consultants and witnesses, because the profession chooses to bury it’s collective heads in the sand or worse, do nothing.  Managers knowing what to say, when to say it, how to react and not overreact, other location personnel knowing all the same; can get control of these problems if it is so desired.  Many of the lawsuits and negative media accounts begin as problems that were not handled at the local level in a fashion that was necessary to solve the problems to the consumers’ satisfaction.

We can train y0ur employees the proper way to handle problem situations, turn problems into opportunities, and experience what it feels like to have every family leave your location feeling like their problems have been heard by the right people, and that those persons will correct the problems.  Again, this is only going to happen as long as the problems are not willful in nature.

We have collectively dealt with thousands of situations in our careers, with not one of them resulting in a lawsuit or reputations loss in the media.  We have collectively gone into death care businesses that were under intense scrutiny, and regained the public trust to turn around troubled locations with no further negative media or lawsuits.  We have consulted for both plaintiff counsel and defendant counsel, and are selective with the issues we choose to involve ourselves with.  Selective to insure we are on the side that is right in the matter, we are not interested in defending the indefensible.

Having the wrong people in place at a death care location is deadly to your business; having the right people who are not properly trained in consumer advocacy and relations is no better; having certain people in a location  and trained, is only part of the answer; and not segregating who is in direct contact with a consumer complaint is critical.  It doesn’t matter what roles these people play in your business, it matters they are the right ones.  Maintenance can be your first line of defense, unless they are poor in consumer service.  Admin can be your best line of defense, unless they are the wrong person; sales can come across in a way to hurt you, unless they are properly trained; and management is the one position that absolutely must be a perfect balance of business manager and advocate.  None of these people just come with all these skills, they need mentoring especially where problem eradication is concerned.

The cost of proper training, mentoring, selection, and following costs a very small percentage of the cost of defending yourself in court.  Properly trained people also keep your business out of the media, because they are the problem solvers instead of the problem perpetuators.

But for those situations that can be considered willful and acts of neglect or desecration, the courts will simply sort it out for everyone at the end of the day.  There is no excuse for failure to use expertise when it is available, unless defensive tactics are what you are accustomed to and satisfied with.  As an industry, every time one of these cases ends up in the media or courts, the entire industry gets a black eye.  Especially in the affected geography.  All preventable.  All avoidable.

Posted in Cemetery and Funeral Law, Cemetery Compliance, CemOps International, Death Care Awareness, Funeral Industry Lawsuits, Google News Alerts | Leave a comment

First Arlington – Now the VA Cemeteries

Posted on January 24, 2012 by Administrator

When the Arlington debacle surfaced a few year ago, we offered our assistance through Congress and the Subcommittee.  The new director was going to have none of a private company coming in.  In fact, we offered pro bono help to Arlington and were told it is against government regulations to accept any free services at Arlington.  We knew this to be untrue, as the Virginia Tech Consortium had already given their time to address the need for appropriate electronic records reconciliation.  In the summer of 2011, hundreds of volunteer workers arrived at Arlington to perform horticultural work.  So much for the government regulations.  When the Arlington debacle hit the media, we stated it was only the tip of the iceberg, that there would be more news to come out showing the true state of the issues there.  Sadly, we were right on that account.

Now to the VA Cemeteries.  In 2008 an associate of ours spoke with a high ranking VA cemetery operations director who shared they could account for the correctness of 98% of all their veteran burials.  Our stance on that was we were more concerned about the 2% error rate, considering that represented 2% of tens of thousands of burials annually, which didn’t rate so highly with us.  We then said we saw this as a sign that this too, would be the tip of the iceberg for this situation.

Today, we received alerts on 6 different media accounts of problems in the VA Cemeteries, ranging from memorials being in the wrong place; to burials being in the wrong place.  Again, sadly, we were right.  We have tried to offer assistance to the VA in the past, and again today;  no response.

I can say with absolute certainty, that if this was discovered in the private cemetery sector; companies would be sued, fines would be levied, and/or jail sentences would be handed down.  These judgements in part would come from the very government that cannot better manager their own locations, which makes for a very unlevel playing field.

The former directors at Arlington National have been reported to have been dismissed, ousted, removed, and other versions of being no longer associated there.  The truth of this is they are fully retired and enjoying pay and benefits for their time working for the federal government.  In the private sector, any manager that would cause or allow to cause such travesties would never work in the industry again-or be jailed-or forced to pay restitution.

No matter the size of the operation, no matter the ownership group of the operation, we know of no cemetery operation that is so perfect they cannot use some form of help.  For the federal government however, they have little need for concern, because they cannot be sued; so the accountability is not there.  That needs to change.

Look for many more articles to come out now about the VA Cemeteries.  Once this starts, it will take time for all the information to leak to the public.  It is only the tip of the iceberg.  We wish we could help.  We tried to make a difference before, and on a probono basis to get started.  We won’t make that mistake again.  Apparently they didn’t take us seriously at that rate, so we won’t offer that again.

www.cemops.com

Posted in Arlington National Cemetery, Cemetery and Funeral Law, Cemetery and Funeral News, Cemetery Compliance, Cemetery Maintenance, CemOps International, Death Care Awareness, Google News Alerts, Government and Death Care | Leave a comment

It’s Unfathomable The Refusal To Utilize Tools Instead Of Defensive Concepts

Posted on January 3, 2012 by Administrator

CemOps was founded with the principal in mind of being the foremost available assistance to the death care industry globally, and strengthening of operations and methodology with sound advice and technological policy/procedures.

It is still amazing to us how many companies in this profession, and how many individual cemetery, funeral, and crematory businesses continue to choose defending themselves in the press and courtrooms instead of prevention of the need for negative media and court activities.

CemOps has been in contact with the large corporate death care CEO’s insuring they are aware of the assistance available to them.  They have chosen to ignore that communication and continue on the path of paying to defend themselves in court and negative media accounts.

This has put CemOps in a position we had originally tried to avoid.  The profession showing a lack of interest in preventative services while we are contacted by legal entities to provide expert consulting and testimony,  makes for an interesting delimna.  Now we find ourselves being utilized in a fashion opposite of the original intent of our company.

We consider either way will eventually correct some bad behaviors in the death care profession, it would have been much better had it come from within the industry as a voluntary effort.  Today, we are in possession of information regarding present issues about to erupt in states that have already been victimized before by poor operators in the cemetery industry.  One such situation is relative to a man who owned a number of cemeteries in 6 states who died just before he could be held legally accountable for his actions.  Now, it appears there is at least one owner who took over some of those locations who is showing an ability to allow history to repeat itself.

This owner knows of CemOps existance, has had contact with us before, and instead of getting us in to right his ship before it begins to sink; appears to be willing to lose it all when the state comes after him.

These states that have already been messed with by previous crooks in our industry are not going to allow things to get as out of control as in the past.  For those not doing the right things, know you are going to be dealt with in a manner much differently from your predecessors.  There is much less patience for offendors now, so if you wish to save your reputations and businesses, this may be a good time to call.  Otherwise, as we have seen over the past couple of years, those filing against you will call us and we will answer that call.

Let’s dedicate ourselves, all of us, to making 2012 the year we step up and do the right things every way and every day.  Be accountable, and let us help you fix mistakes.  There are too many excellent operators in the profession who are called into question when a bad operator makes the news or gets hauled into court.  They deserve better, as well.

If you are a good operator who knows of someone doing the wrong things in the death care industry, tell us about them.  We will call them and offer assistance one time, and you will never be known as the source of our information.  Yes we want to make a living, but we want to do so by helping folks do the right things.  Just go on our website at:  www.cemops.com and go to the contact us page and send us an email.  We will try to help before all reputations in a geography become negatively impacted.

 

Posted in Arlington National Cemetery, Cemetery and Funeral Law, Cemetery and Funeral News, Cemetery Compliance, Cemetery Maintenance, Cemetery Safety, Crematory Principles, Death Care Awareness, Funeral Industry Lawsuits, Google News Alerts, Government and Death Care, Uncategorized | Leave a comment

A Merry Christmas Free Tip For Cemetery Maintenance

Posted on December 24, 2011 by Administrator

The cemetery maintenance crews are the most overlooked group who work in the cemetery profession.  They work in all kinds of inclement weather to make sure a family experiences are flawless, and keep a cemetery owner looking good, as long as they are given the tools to perform their duties.

The purpose of this writing, is to offer one free bit of advice to keep these folks safe.  In my career, I have only seen one cemetery in the 5 states I have operated in, that actually supplied shoring devices for the safety of the crew and visitors in the cemetery during graveside services.  Shoring devices can be made of different materials, but the base idea is to keep the graves from caving in during the excavation process and during the actual graveside services.  Nothing tells your maintenance personnel you care more than insuring their safety during the course of their jobs.

OSHA requires any excavation beyond 42″ in depth have a shoring device to protect in the case of cave in.  Each and every grave requires a maintenance member get into the grave to finish the grave.  This is to square the grave off and level the bottom out, so the outer burial container or casket (if no outer burial container used) don’t sit in an unlevel manner.  Each time someone is in that grave, that if single depth averages 65″ deep, there is a risk for bodily injury or death to that employee.

My wife lost an uncle a few years ago to a cave in during excavation, not in a cemetery.  But the main concern was there was no shoring device in use.  I can promise you we would rather have him here with us this Christmas season, and his death was preventable.

If you are a cemetery owner, I can hear you saying it’s too expensive to buy shoring devices, and it takes longer to dig graves and backfill them if using these devices.  I cannot argue against that point.  I can argue that your employees are your #1 asset, and cave ins have happened during services and paulbearers, ministers, and funeral directors have fallen into those graves when a cave in occured.  And certainly, where not often, maintenance workers have been injured and killed by cave ins in the course of performing their duties.  One life saved is worth the cost of a shoring device, even if it’s not an expensive variety.

So this is my free tip to cemeterians around the globe.  Make sure your staff have all the needed personal protective equipment so they can feel and remain safe while performing their duties for you.  A shoring device can be made with less expensive materials, and if you would like to know the options you have for making these without breaking the bank, just call or email me and I will gladly make this my gift to you for Christmas.  Then you can make this your gift to your staff, and show them how much you appreciate and care for them.

Have the Merriest of Christmases, and Holidays.

Posted in Cemetery and Funeral News, Cemetery Compliance, Cemetery Maintenance, Cemetery Safety, Death Care Awareness, Google News Alerts, Government and Death Care, Uncategorized | Leave a comment

Finding Problems, The Easy Part – Solutions, Where The Expertise Comes In

Posted on December 24, 2011 by Administrator

As the title of this post implies, it is obvious many problems exist around the world in the death care industry.  News alerts stream in daily identifying those problems, court dockets are filling with the lawsuits being born from these problems.  CemOps has stated for years now, the easy answer is to get out ahead of these problems, and prevent the damage of negative media and lawsuits, by prevention methods.  The group of those willing to admit they may have issues, or willing to look into their operations to see what weaknesses they may have, are increasing each day.  The prediction is by the end of 2012, there will be 20 professionals engaged with CemOps on a full time basis.  This based on existing contracts as well as working negotiations taking place to date.

The good news is any weaknesses your cemetery, funeral home, or crematory may present today are most likely correctable in short order-before they can become media alerts or court cases.  But only if you are willing to take a deeper look into those operations and accept recommendations made after a close look into your business model, and only if you react in a timely manner before these possible issues have an opportunity to grow beyond your control.

It is firmly believed by us, that most weaknesses/problems that could be discovered are most like caused by human error.  Some from the past, some from the present.  These are the least expensive fixes, with possibly the greatest rewards.  The clear minority of these situations are where willful misconduct has occurred, and where those type issues are present we question whether an owner in that situation would call anyway out of fear of discovery.  When our services are needed most, is when our services are not utilized.  We know of two instances presently happening in the Southeast that are about to become headlines.  The most troubling part of these are they are in locations that have a history of trouble dating back to the past ownership, which will reopen old wounds and further destroy the confidence in our industry in that geography and make it more difficult for the honest professionals in the area if the behaviors are not stopped and corrected quickly.  If history repeats itself, those owners will fail to reach out in time, which would be a travesty for all involved.

The federal government is a prime example of this.  When you read the numerous accounts of misdeeds at Arlington National Cemetery over the past 20 years, coupled with a very strong mistrust growing in our government, few believe in the complex anymore, and when news articles come out stating the wonderful job they are doing followed a week later with more troubles just escalates the already in place lack of faith in all things federal government.  CemOps offered probono help with Arlington early on and it took over a year to get a very arrogant response turning down outside help.  Hiring CemOps to come in and restore the faith in the public by conducting independent studies and reporting to Congress and the Nation is the only intelligent answer now.  Those in charge and those they answer to lost credibility outside the Beltway a long time ago.  Simply put, the American Taxpayers are tuning them out, after they state the former directors were ousted, when in fact they are fully paid in retirement with benefits – after spending millions of taxpayer dollars on burial records computerization that never happened, and the myriad other reports out since 2009.  Our government and the Arlington complex have done nothing to gain our trust or restore our faith, and now we are dealing with the Dover AFB Mortuary scandal.

CemOps is poised now to move forward with those who care to call and retain our expertise.  Recently we performed due diligence for a prospective cemetery owner.  We are excited to report the cemetery he intends to buy was one of the cleanest operations we have ever seen.  But if he hadn’t called us, he wouldn’t have those reassurances in the business he is about to buy.  That is the simple truth.  If you don’t call, we won’t know you need or want help.  We can promise you we can make a difference in your business, even if you are running a fairly tight ship.  Another set of eyes is good for everybody.  Go back to our website at:  http://www.cemops.com and read the list of services we specialize in.  Call us and let’s show you how we can strengthen your operations.  The call is free, so there is no risk.  The only risk is in not calling at all.

Posted in Arlington National Cemetery, Cemetery and Funeral Law, Cemetery and Funeral News, Cemetery Compliance, Death Care Awareness, Google News Alerts | Leave a comment

Why CemOps Happened, The Story

Posted on December 19, 2011 by Administrator

There have been enough emails to CemOps, some supportive-some critical, that makes telling this story worthwhile. I apologize if this goes into a lengthy read, but stay with me, please.
To begin with, I must say, that EVERY cemetery I have been involved with has had issues from the past. Some severe, some not so severe. But issues, nonetheless, that needed to be addressed. Small issues tend to become larger issues left unattended.
It all started when with a large corporation, when I was offered the opportunity to take over a couple of cemeteries. My boss at that time, informed me this was a recent purchase and the location had some “challenges” to overcome. That particular location underwent a full remediation that took 18 months to complete. The good news is, that company was proactive in discovering and correcting those issues. Many would argue that was self serving on their parts, to prevent lawsuits. Regardless, they chose to do the right thing and fix the problems. That was quite a learning experience. The changes in management structure is the only reason I am no longer there. A “restructuring” occurred. I survived that one, but doubted I would survive many more.
Like many, I made my way through the corporations while climbing the ladder. The next company I worked for, knew of my experience. When I found numerous issues with their cemetery, they chose to ignore them. On two pages, I informed them of the issues, the corrections suggested and the implications should they choose not to be proactive. To date, no action has been taken on those issues. I am proud to say I am no longer with that company. I was not willing to jeopardize my reputation by staying. Someday, those issues will come to light and it will be theirs to deal with. Yes, I documented everything and protected my interests. Everyone else involved just takes a wait and see approach, including the state involved. Like most states, they don’t have the resources available to investigate.
Many managers “log” their daily activities to cover themselves in the event they are fired. Many managers are afraid to call up any issues they find. Certain corporations in this industry don’t appear to want to know what they have, choosing to ignore the problems for now. Clearly “for now”, is the operative error here. These issues will not stay hidden forever. And, the longer they stay hidden, the more liability for the company if a lawsuit occurs. A good attorney worth their salt, will uncover if these issues were known prior to. A jury will award based on action or the lack thereof. With the emotion involved in our industry, burying your head in the sand is not a good idea. If you know of problems and don’t come forward, you now shoulder ALL the responsibility. If you do come forward and are instructed to ignore them, that would be a good time to start documenting things to protect yourself. But doing nothing is a prescription for personal disaster.
After the number of locations managed, the number of issues corrected, the number of fellow managers that came with their issues for assistance. It occurred to me this is what I wanted for my legacy, and that I could make this my life’s’ work. And get paid for it all at the same time. Imagine doing what you love and being paid for it, too. Managing a cemetery pays fairly well, don’t get me wrong. But the expertise it takes to uncover issues, communicate those issues to the appropriate people, and face the families and correct them is no easy chore. Many managers are not capable or willing to put themselves in this position.
Now, since the early 2000’s, operations managers have become an endangered species. The industry has become, once again, all about sales. Granted, no operation can exist without sales. But instead of keeping operations intact while the sales push is on, operations management has been cut back. Almost all the issues I have dealt with over the years have been related to the sales pushes. You look today at all the advertisements for this industry, and all you see is sales opportunities.
If there is nobody to educate the sales force about the implications of sales without sound operations, then in about 10 years you will see once again, a push for operations managers. This will be to correct the issues presented from the sales push without operations knowledge or best practices. AND, the lack of proper management within the locations.
It may sound like I am picking on sales. Please, that is not the case. I am picking on the lack of commitment by companies and owners to insure the overall integrity of their locations by concentrating on one or the other. BOTH areas need equal attention, all the time.
In the first mentioned circumstance, the former owners of the cemetery were considered pillars of the community. Many of the mistakes were caused by ignorance regarding cemetery law or cemetery operations in general. But, hiring decisions were made in management and sales that bordered off ignorance and fell into the legal categories. An owner surely wouldn’t go for years not knowing what is happening in their businesses…….. But this particular owner sold the location to a corporation, signed a non-compete, and then served on the board of a competing city cemetery. Was that ignorance? You be the judge. But we chose to identify, confirm, confess, and correct. Not only did we protect the community and the families we served, we also protected our company by doing the right thing. The families appreciated our commitment and concern. Hundreds involved. Not one lawsuit. Not one visit from the media.
There are many more examples, however, this post would become far too lengthy if I were to continue.
You have a choice when taking on a cemetery with issues, which they all have.
You can be proactive and step up to the plate and address the issues, clearly positioning yourself as the one that didn’t create the problems, but the one that will deal with and correct those issues.
You can ignore the issues and “hope they stay hidden”, which equates to a bad decision. As the cemeteries gardens fill to capacity, the issues cannot stay hidden. At some point, they must be dealt with. Will it be now? Will it be later?
Certainly CemOps cannot make that choice for you. But CemOps is here to help you through the process, should you decide to do the right thing. Here to train your management team. Here to be hands on, if you choose. Here, nonetheless. It’s up to you to call.
So that, is the story of CemOps. Driven by a passion of cemetery operations excellence. A passion of knowing how powerful doing the right thing is. How not doing the right can come back to haunt. Daily, I receive email notifications of issues all over the world. The past practices are now coming back to be dealt with. CemOps will be here to meet or assist you in meeting those challenges. All you have to do is pick up the phone, or visit the website and fill out the appropriate form/s.
Regardless of your personal experience, CemOps can help. Nobody knows everything about cemeteries. Everyone needs assistance from time to time. Hence, CemOps.

Posted in Cemetery and Funeral Law, Cemetery and Funeral News, Cemetery Compliance, Crematory Principles, Death Care Awareness, Funeral Industry Lawsuits, Government and Death Care, Uncategorized | Leave a comment

Upright Monument versus Flat Memorial Cemeteries

Posted on December 19, 2011 by Administrator

I marvel at the history of the memorial park design. I read an article a couple of years ago, about the memorial park design. I agreed wholly with the ideal that the memorial park design set memorialization back 100 years. The maintenance savings touted with this design can be argued easily, but more importantly, the loss of the revenue stream from upright monuments as well as the loss of the art form of the upright memorialization is a shame for the industry.
First, the supposed savings in maintaining a cemetery with flat granite or bronze on granite is a total farce. Yes, you can mow directly over the flat marker, but you still have to go back and weed eat all four sides of the flat marker to keep it clean and viewable. There is no less maintenance. In fact, there is more. The turn under vases require constant maintenance, as they get knocked over by mowers, foot traffic, etc. And quite frankly, I think memorial parks are boring. And let’s face it, there is only so much you can say in memorialization on a small, flat piece of granite or bronze.
The upright marker cemetery offers more options for telling a story, there is just more room on that granite to say things about the family or loved one interred there. The upright marker lends more character to the cemetery and is more easily noticed.
In every instance where I have opened a garden in a cemetery, allowing upright privilege, sales have been brisk. This is, more than not, what people want in a cemetery. So why, does the industry as a whole not listen to their clientele and give them what they want and are willing to pay for?
The cremation rate may be ever increasing, and that is another subject entirely, I truly believe some of the fault is on the parts of cemeteries that have become flat, boring, unoriginal landscapes that offer nothing to draw interest or creativity. Yes, pricing within the industry plays heavily in the cremation rate, but I feel if people are given the options they desire, they are more inclined to go that direction.
Monument companies’ offerings used to be handcrafted art works. Now, the flat marker allows more computerization for etchings, taking the personal art form out of the equation. I think we are ignoring too large a desire by enforcing a design that was ill advised to begin with.
Feel free to chime in. I am interested to know varying points of view on this matter.

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