Thursday, April 23, 2015

Keynote: The Disney Difference
Achieving the Ultimate Customer Experience
Lou Mongello, Disney Expert, Author, and Radio Host

Learn from the success of the mouse! Lou Mongello will share how Disney service is based not on “magic,” but on time-tested methods and sound business strategies. You’ll hear how to build brand loyalty and gain life-long customers at your funeral home by achieving the ultimate customer experience. 8:30 - 9:30 AM


Cast Members & Disney:
How Your Role Can Make or Break Your Company’s
Lou Mongello, Disney Expert, Author, and Radio Host

Explore Walt Disney’s approach to customer service. Attendees of this special hands-on workshop will learn to appreciate their unique role in the total customer experience and learn how to identify and solve problems based on actual challenges faced in Disney parks. 3:30 - 4:30 PM


Keeping the Casket Open:
How Restorative Art Can Win Over Client Families
Matt Smith, Frigid Fluid Co.

Restorative art can encourage client families to choose casketed visitations and distinguish funeral homes in competitive markets. Owners, managers, and technicians alike will benefit from this hands-on session on restoring the body of a deceased who has experienced bodily trauma. 1:00 - 2:00 PM



Airbrushing & Smile Setting:
How Quality Restorative Art Can Add Value to
the Funeral
Matt SmithFrigid Fluid Co.

Further explore the importance of adding value to the funeral through quality restorative techniques. Matt Smith will delve deeper into airbrushing and discuss how to create a smile on the deceased every time. This dynamic presentation will use restorative mannequin heads and a video for a hands-on experience. 3:30 - 4:30 PM

Friday, April 24, 2015

Making Aftercare Pay Off:
Developing a Plan to Revamp Your Offerings
Erin Whitaker, The Foresight Companies

Many funeral homes struggle to develop a comprehensive aftercare program. Well struggle no more! This session will cover recent research on OGR member aftercare programs and set the stage for developing a stronger program within your community. 8:00 - 9:30 AM


Reading Facial Expressions:
Your Secret Access to More Meaningful Funerals
Susan Constantine, Author, Media Personality, Trainer

Do you ever wonder what a consumer is thinking when you meet with them? Susan Constantine, a body language expert, will walk you through practical ways to decode facial expressions and body language to address the emotional needs of the families you serve. You’ll learn from cutting-edge computer technology and solid research to gain better knowledge of funeral consumers’ needs. You’ll even get to test your accuracy rate in reading others’ emotions at the end of the session 10:15 AM - 12:15 PM 


Brain Blub

  Great Ideas Exchange (Choose from two sessions - Owners & Managers / Non-owner)

 Join us for roundtable discussions on the issues facing owners and non-owners. In this year’s Great Ideas Exchange, members will learn new ways to tackle  challenges and to provide exceptional service to families. Come prepared with questions and your own best practices to contribute to the annual networking  exchange. 1:00 - 2:00 PM


Saturday, April 25, 2015

Tech ToolsTechnology Tools

What technological tools are you using in your funeral home? Hear from fellow OGR members describe effective tech tools that have made them more productive, cutting edge, and innovative. 9:15 - 10:15 AM


Great Ideas Exchange

Join us for roundtablediscussions on the issuesfacing owners and non-owners.In this year’s Great IdeasExchange, members will learn new ways totackle challenges and to provide exceptionalservice to families. Come prepared with questionsand your own best practices to contributeto the annual networking exchange. 10:30 - 12:00 PM

Closing Session: Disruptive Competition
How to Succeed in the Midst of a Changing Market
Doug Gober, Gober Strategic Capital

Funeral consultants, 3-d printing, online funeral arrangements, hotels throwing parties – all of these present challenges for traditional funeral service. How can you harness the power of disruptive competition within your own business? This closing session will leave you feeling empowered to face an ever changing world. 12:30 - 1:30 PM



Wednesday, April 22, 2015  (*new start date!*)
4:30 – 6:30 PM                  Welcome Reception in Supplier Showcase
7:00 PM                              Dutch Treat Dinners (optional) 

Thursday, April 23 2015
7:00 – 8:00 AM                  Breakfast Buffet
8:30 – 9:30 AM                  Add Disney Magic to Your Customer Service
9:30 – 11:30 AM                Supplier Showcase
11:30 AM– 1:00 PM          Awards Luncheon
1:00 – 2:00 PM                  Keep the Casket Open with Restorative Art
2:00 – 3:30 PM                  Supplier Showcase
3:30 – 4:30 PM                  Breakouts: Customer Service/Restorative Art
4:30 – 5:00 PM                  Margarita Madness - Scholarship Auction 

Friday, April 24 2015 (half day of education!)
7:00 – 8:00 AM                  Breakfast Buffet
8:00 – 9:30 AM                  Making Aftercare PayOff
9:40 – 10:00 AM                Memorial Service
10:15 AM – 12:15 PM       Reading Facial Expressions for More Meaningful Funerals
12:15 – 1:00 PM                Lunch Buffet
1:00 – 2:00 PM                  Breakouts: Great Ideas Exchange (Owners/Non-owners)
2:30 – 5:30 PM                  Orlando Excursions (optional) 

Saturday, April 25 2015 (half day of education!)
7:00 – 8:00 AM                  Coffee and Pastries
8:00 – 9:00 AM                  Annual Business Meeting
9:00 - 9:15 AM                   Break

9:15 - 10:15 AM                Technology Tools that Make Life Easier
10:30 AM – 12:00 PM       Great Ideas Exchange
12:00 – 1:30 PM                Lunch / Closing Rally- Disruptive Competition
6:30 – 9:30 PM                  Luau-Style Banquet