Welcome Family Contact Program Participants!

Need ideas on how to utilize your Family Contact results? Can’t find your copy of the most recent Family Contact monthly newsletter? Need more survey envelopes? This page is specially designed for Family Contact participants and offers everything that you need to know in order to use the Family Contact Program successfully. Welcome to the Family Contact Program!

Announcements | User Guide and Instructional Resources | Reorder Envelopes | Survey Mailing Service | Survey Printing Service | Paper Reports Option | Funeral Care Brochure Mailing Service | OGR Letter of Explanation | Family Contact Newsletter | Utilize your Family Contact Results | All Things Family Contact E-newsletter | Reach Out to Families | Awards and Recognition | Helpful Resources | Contact Us!

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Announcements

  • Paperless Family Contact Reports: Want a one-on-one walk through on how to access your reports? Set up a web meeting here. The Family Contact Program Manager will show you or a staff member how to access your funeral home’s survey results and monthly and annual reports online.You can also download this flyer for details or watch this instructional video.

  •  Use the Updated Survey: Not sure which survey is the most recent version? Look at the back of the surveys you’ve been sending out and look for a field for families to provide their email address. If it’s there, you have the most up-to-date survey. If it’s not, log in to the new Family Contact website using the same access link and code emailed to you for your monthly reports. Then, download the file labeled, “Official Family Contact Survey” under the “Member Reports and Files” column or contact the Family Contact Program Manager.

  • Survey Tracking Information: If you put tracking information the surveys, please ONLY write case #s or tracking information in the “For Funeral Home Use” section on the backside of the survey.


 

altUser Guide and Instructional Resources

The Family Contact User Guide

The user guide contains an extensive description of  the program and all of its procedures.The guide is full of helpful visuals that will lead you step by step through processes such as accessing your online Family Contact results, embedding your survey link in an email, changing your print properties when printing the survey, a detailed overview of the monthly and yearly reports, commonly asked questions and much, much more!

Download the User Guide (USA & Canada version)

Download User Guide (International version)

Instructional Video: How to Access Your Family Contact Program Online Results and Reports

Click here or play below.

How to Increase Your Family Contact Survey Response Rate

Download this list of suggestions that you can implement if ever you feel your Family Contact survey response rate is low. These suggestions have proven effective for other members in the program and were shared with us by members when asked how they send out the Family Contact survey. CLICK HERE to download the list.

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Reorder Envelopes

You can order more Business Reply Envelopes for the family to return the completed survey to OGR for processing and Mail Out Envelopes (the outer envelope) imprinted with the Golden Rule logo to place the survey and others materials in from OGR.  Order Family Contact Supplies here (free of charge).

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Survey Mailing Service Sign Up

The Family Contact mailing service option makes using the Family Contact Program as convenient as possible. Perhaps you don't have time to send out the feedback surveys yourself or prefer to have less to worry about, let OGR mail out the surveys for you and send you a full report every month along with the completed surveys. The cost of the mailing service option is $1 per mailing address (paper survey) or email address (personalized online survey link). All you have to do is submit a list of contacts and OGR does the rest! Mail Service Sign Up Here! To download a template of the Survey Mailing Contact Sheet, click here.

When you submit a list of mailing addresses, OGR prints and mails out your funeral home's personalized paper survey and OGR's official letter of explanation in a special Family Contact Program envelope. Return postage is included on the business reply envelope for each contact to mail a completed survey back to OGR for processing. If you choose to  submit a list of email addresses instead, an OGR staff member will create and send a personalized email to each contact on your list with your personalized survey link embedded in the email.

When your surveys have been mailed/emailed, you will receive an email indicating that all of the surveys have been sent to the family contacts you submitted. OGR fulfills your mailing service request within 5-10 business days after receipt of order with payment. Expect a report each month with your feedback results along with the returned/submitted surveys. As a Family Contact Program participant, you are able to take advantage of the mailing service option as often as you'd like.

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Survey Printing Service

OGR offers to pre-print and ship your funeral home's personalized Family Contact survey to your funeral home at a cost of $0.50 cents per survey (shipping included). Please indicate below the number of pre-printed Family Contact surveys you would like to order. Family Contact Business Reply and Mail Out envelopes are free for Family Contact Participants. If you would like to include an order of either or both of these envelopes at no extra charge, please indicate so in the Special Note box. Survey Printing Service Sign Up!

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Paper Reports Option

For $60 per location per year, OGR will mail you a paper copy of your funeral home's Family Contact Monthly Report and original survey responses each month with the option to renew after the year ends. This averages out to $5 a month to cover postage, printing and labor.

The paper monthly reports will include:

  • a 5 page Family Contact Monthly Report summarizing all responses
  • a 1 page (2-sided) Family Contact Monthly Newsletter
  • all original survey responses received for the funeral home during the month

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Funeral Care Brochure Mailing Service

OGR will send out Funeral Care Brochures on behalf of your funeral home whenever you receive a request for more information on a returned Family Contact survey. The requested information will be sent to families that indicated on the Family Contact survey (in reference to question 11) that they want more information on specific funeral-related topics. READ MORE...

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OGR Letter of Explanation

OGR's letter of explanation communicates the significance of filling out the Family Contact survey to potential respondents. Through the letter, families are able to attain a stronger idea of who OGR members are and the type of service our members consistently strive for. The letter also instructs them how to fill out the survey online if they prefer that option. Below are links to the print version of the letter that you would print and enclose with the paper survey and the email version of the letter where you would embed your customized online link to the survey.

Print version of the Letter of Explanation (For printing purposes and to send out with the paper version of the Family Contact survey)

Email Template for Letter of Explanation (FOR EMAIL USE ONLY to send out with the online Family Contact survey link)

Print version of the Pre-Survey Letter of Explanation (For printing purposes and to use as a notification that the family will be receiving the Family Contact survey soon)

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Family Contact Newsletter

The Family Contact Newsletter contains special announcements and reminders for Family Contact participants as well as Room for Improvement and Above & Beyond comments from the survey responses received from families for that month. There are also product suggestions based on the family feedback received in order to provide participants with more ideas to add to their services. View the latest Family Contact Newsletter:

October 2018                                      September 2018                                  August 2018

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Utilize your Family Contact Results

There are several ways that you can use the Family Contact reports and results to improve your funeral home’s services and operations:

  • Reward/spotlight employees who are mentioned by name and receive excellent feedback from families (raffle, employee of the month, time off, etc.).
  • Share positive comments to your Facebook page and other social media.
  • Present results at staff meetings for discussion and to help guide employees on what their strengths and weaknesses are.
  • Implement suggestions for improvement into your operations.
  • Keep in contact with families who express interest in learning more about various funeral services.
  • Implement relevant information into your marketing plan on how best to reach your community and in what ways.
  • Use the results when looking for new products and services for your funeral home.

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All Things Family Contact E-Newsletters

The Family Contact E-newsletter, "All Things Family Contact," contains information to help members optimize their participation in the program as well as helpful customer service ideas and tips. Click on the links below to access past issues.

E-Newsletter Subject Date E-Newsletter Subject

Date

   

Another Way to Access Your
Family Contact Monthly Reports

July 31, 2018

How the New Brochures Offer
More Ways to Connect With
Families

June 29, 2018

How to Make a Positive
Impression on Families

May 30, 2018

Introducing the Family Contact
Paper Reports Option

May 3, 2018 More Ways to Get Feedback
From Families Using the Online Survey

Feb. 28, 2018

Exploring Solutions With Family
Contact: Funeral Home Answering Services

Jan. 31, 2018

Your Dollar Goes a Long Way
With the Family Contact Mailing Service

Nov. 30, 2017

How the Family Contact Program
Recognizes Participants

Oct. 30, 2017

Exploring Solutions With Family
Contact: Tribute Videos

Sept. 1 2017

Anonymous Surveys VS Tracking
Survey Responses
Aug. 1, 2017 How Easy it is to Access Your
Online Monthly Reports and
Online Survey Results
July 6, 2017

How the New Paperless Reports
Feature Benefits Your Funeral
Home

June 1, 2017

Exploring Solutions With Family
Contact: Funeral Home
Renovation

Apr. 28, 2017

Ways Family Contact Participants
Deal With Negative Feedback

Mar. 24, 2017

How to Make More Time to Send
Out the Surveys

Feb. 24, 2017
Funeral Homes Make
Changes Because of Family Contact: Part II
Jan. 20, 2016 Funeral Homes Make
Changes Because of Family Contact: Part I
Dec. 20, 2016
Ways to Recognize Staff Using Family Contact Oct. 31, 2016 Different Ways to Distribute the Survey Sept. 26, 2016

 

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 Reach Out to Families

OGR has gathered some helpful information on how to communicate with families that have shown interest in your services or even services you don’t offer yet. Below is a comprehensive list on popular death care topics with links to informative resources to help you reach out or keep in contact with families when they turn to you for guidance. Click on each link to learn more.

Grief Services and Support  | Planning Funerals in Advance | Helping Children Cope with Grief | Financing Funerals in Advance | Green Funerals

Grief Services or Support Groups:

Grief Services and Support: Send families to OGR's Public Resources page here or order the funeral care brochure on this topic to give to families here.
The Survivor’s Guide: A popular booklet used to guide the bereaved through the first few months of adjustment and reorganization.
Coping with the Holidays: An insightful brochure that offers practical suggestions for dealing with the holiday season— a particularly difficult time for those experiencing grief.

Learning to Cope: A booklet that provides encouragement and hope for those experiencing loss and includes a valuable listing of support groups.

Planning Funerals in Advance:

Planning Funerals in Advance: Send families to OGR's Public Resources page here or order the funeral care brochure on this topic to give to families here.
The Golden Rule Guide to Funeral and Memorial Planning including Cremation: A guide for helping families become familiar with the process and details of planning a funeral or memorial service.
Personal Profile: A planning guide designed to help your families organize and record the details of planning a funeral or memorial service.

Be remembered by Aurora:  Gradually collect, organize and archive your finest memories and thoughts. The site also provides tools on how to reflect on and plan your end-of-life celebration. *FREE*

Helping Children Cope with Grief:

Helping Children Cope with Grief: Send families to OGR's Public Resources page here or order the funeral care brochure on this topic to give to families here.
How to Explain Death to a Child: An effective booklet written to provide guidance for parents, caregivers, teachers, counselors, and others who may find themselves faced with the difficult and often painful task of telling a child about a death.
The Bereaved Child: A booklet that provides information and guidelines to help adults understand and help the bereaved child.

How to Explain Death to a Teenager

Financing Funerals in Advance:

Financing Funerals in Advance: Send families to OGR's Public Resources page here or order the funeral care brochure on this topic to give to families here.
Straight Talk about Funeral Pre-Arrangement
: A booklet that discusses options for financing with an emphasis on life insurance and trusts.

Green Funerals:

Green Funerals: Send families to OGR's Public Resources page here or order the funeral care brochure on this topic to give to families here.
A Greener Funeral
: This website is intended as a general guide to green funerals. The site introduces the reader to the full spectrum of greener practices one might consider when planning a funeral. Download A Guide to Green Funerals. *FREE*

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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 & Solution Center. Each award recipient is given an engraved plaque 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.

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The Independent Magazine: Above & Beyond comments are positive comments taken from the surveys and printed in OGR’s member magazine, The Independent Magazine, in order to spotlight the great service that Family Contact participants are giving to the families they serve.

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

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Helpful Resources

Informative OGR Blogs:

How Available is Your Funeral Home?

Is Your Funeral Home Missing Out by Not Offering Tribute Videos?

Is Your Funeral Home’s Appearance a Problem?

One Change I Would Have Made at My Dad’s Funeral: Webcasting

Reasons for Funeral Homes Not to be on Facebook

Dealing with Negative Online Reviews

Let the Customer Think They are Always Right

How Can Facebook Interaction Impact my Funeral Home?

I Want a Direct Cremation, Please.

Tips for Delivering Great Funeral Service

Visit the OGR Blog for more topics and helpful information.

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Contact Us!

Contact OGR's Family Contact Program Manager, 800-637-8030, for any inquiries or additional information. Also, be sure to check back on this page for more updates and new information.

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