The Family Contact Program

What is the Family Contact Program? | What are the benefits of the program? | What is included with the program? | What are the new features? | How does the program work? | How does the program recognize participants? | Request a sample packet | Schedule a one-on-one web meeting | How to join the Family Contact Program | Contact us!

 

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What is the Family Contact Program?

The Family Contact Program surveys families on services received from Golden Rule Funeral Homes. The new Family Contact Program debuted in 2015 and features all new questions, in-depth answer options, user-friendly reports, and online access to the survey. The program was developed in direct response to the information members found most useful for improving or securing their independent funeral homes.

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How do you know if the families you serve are truly satisfied? Will they tell other families about their experience with your staff and arrangements conference? What did they think about your pricing, facilities, the level of comfort and the overall service they received? Are they interested in pre-arranging? OGR's Family Contact Program can find these answers and more.

The Family Contact Program is an exclusive member benefit. Because family/client satisfaction is a key indicator of your success, Family Contact was created to provide you with objective feedback from families recently served.

Families will appreciate your desire to maintain quality service standards, and you will appreciate the chance to reinforce your funeral home as a Golden Rule firm.

 

 

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Benefits of the Family Contact Program

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  • Learn what families thought of your services, ceremony, merchandise, and staff
  • Monitor areas of your funeral home and services that need improvement
  • Learn why families chose your funeral home
  • Recognize employees for superior service
  • Learn if you are meeting expectations on services
  • Receive suggestions on ways to improve
  • Optional Mailing Service Option
  • Recognition on social media
  • Eligibility for the Exemplary Service Awards
  • FREE member benefit!

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Family Contact Program Materials

  • Personalized Review of Service survey with your funeral home name, location, and unique Family Contact ID included on it. This all new family-friendly survey was developed in direct response to the information Golden Rule firms found most useful for improving or securing their funeral homes. Get the information that you really need to know!
  • Customized online survey link to give to families. Not interested in mailing off the survey? Families are now able to take the Family Contact survey online.
  • Official OGR letter of explanation that you may send out with the survey that explains who OGR is and the importance of filling out the survey
  • Mailing envelopes (the outer envelope) imprinted with the Golden Rule logo.
  • Business reply envelopes for the family to return the completed survey to OGR for processing.
  • Monthly and Annual Reports that communicate a plethora of information about your funeral home and its operations.  These professional reports also include visual graphs that are not only pleasing to the eye but also make the data more accessible.
  • Family Contact Newsletter with your monthly reports. The newsletter contains special announcements, suggestions, and reminders for Family Contact participants as well as Room for Improvement and Above & Beyond comments from survey responses received each month.
  • A secure access link and code specifically for your funeral home to view, save and/or download your reports and online survey results through OGR's Family Contact Program website.

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More Features

NEW! Online Reporting Feature: The process is simple. Family Contact participants are notified by email that their monthly report is available; then, they log onto a secure website to view, save and/or download their monthly reports and other files related to the Family Contact Program such as the most recent version of the paper survey. NOTE: The new online reports feature applies only to the reports. Both paper and online surveys will still be received and processed as usual. OGR encourages funeral homes to send out the paper survey if that is what works best for their business.

  • Quick Delivery: No more waiting for the mailman. Participants now have the efficiency and stability of always having access to their reports in a timely manner.
  • Easy Access: Never lose a survey again! Scans of the original surveys are accessible to participants through the online reports. They can now download, print and save them at their own convenience.
  • Convenient Storage: Past reports are now just a few clicks away. No need for participants to dig through any paper files. Just turn on the computer!

Mailing Service Option:  OGR offers a mailing service option to make using the Family Contact Program as convenient as possible. Whether you don't have time to send out the family feedback surveys or whether you prefer to have less work to worry about, let OGR do it for you and just receive a full report every month.The cost of the mailing service option is $1 per address. Mail Service Sign Up Here!

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How the Family Contact Program Works

When you feel an appropriate amount of time has passed after a service, you will send the family a Family Contact packet or an email with a link to the online survey.  The Family Contact packet includes the printed survey, OGR letter of explanation, a business reply envelope for families to return the survey to OGR and an outer envelope to put everything in. The family will then complete the survey and return it to OGR. OGR compiles the results into a Monthly Report that you will receive along with the original surveys. Each January, you will receive a special Annual Report that provides the combined ratings of all participating OGR firms, that compares your firm's performance to all participating firms.

Various comments that families make are selected and used for the Above & Beyond and Room for Improvement comments (Room for Improvement comments are kept anonymous) in the Family Contact Newsletter that is sent out with the monthly reports.  Above & Beyond comments are also highlighted in the OGR quarterly publication, The Independent, and spotlighted on our Facebook page every week. Above & Beyond comments that fit the criteria are also nominated for the Exemplary Service Awards presented at the annual conference.

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Awards and Recognition

The Exemplary Service Awards: The Exemplary Service Awards recognize Golden Rule firms that have displayed outstanding professionalism and exemplary service. The Exemplary Service Award is given to the top three nominees every year chosen anonymously by OGR members and is based on feedback OGR receives through the Family Contact Program.These awards are presented at the OGR Annual Conference & Supplier Showcase. Each award recipient is given an engraved plague to display in their funeral home. They are also featured in The Independent magazine, in an OGR press release, on social media, the OGR blog and other resources.

The Independent Magazine: Above & Beyond Comments are printed in OGR’s member magazine in order to spotlight the great service that Family Contact participants are giving to the families they serve.

Facebook: Above & Beyond comments are made into memes and a different one is posted every Thursday with the spotlighted funeral home tagged so that they can share the post with their friends, family and community. alt

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Request a Sample Packet

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OGR’s Family Contact Program is available exclusively to OGR members at no cost. Click here to request a sample packet or to sign up for the Family Contact Program.

Not a member? Click here to find out how you can access this and other OGR benefits.

 

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Schedule a One-on-One Web Meeting

Interested in learning more about the Family Contact Program? Schedule a FREE 30-minute one-on-one web meeting with the Family Contact Program Manager to find out more. Together, you will go through the program's offerings step by step so you will be equipped with everything you need to know before making the decision to sign up for this service that’s included with your membership. Don't ignore this opportunity to find out how Family Contact can empower your business.

Find out how the program benefits your funeral home all at your convenience. You pick the time and the date!

Simply click on any of the available dates below then choose the time slot that suits you best. You will receive a confirmation email with a link to a pre-meeting survey to fill out. The survey will help us zero in on how the Family Contact Program fits your specific funeral home needs.This process is quick, easy and to the point so schedule your time today!

*Must be an OGR member to participate. Contact the Family Contact Program Manager, 800-637-8030, for any additional inquiries or information.

 

 

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How to Join the Family Contact Program

Ready to join Family Contact? Simply fill out the online form and check the box next to the "Sign me up!" option or contact OGR’s Family Contact Program Manager at drodriguez@ogr.org or by phone 800-637-8030.

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Contact Us!

Feel free to contact OGR's Family Contact Program Manager, 800-637-8030, for any inquiries or additional information.

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