The Director's Playbook

What if every obstacle you faced in your funeral home was a growth opportunity? Host Paul Lovelace welcomes Chris Johnson for a thought-provoking episode of The Director’s Playbook. The two talk about servant leadership, having an abundance mentality, and the importance of viewing challenges as opportunities. For new ways to grow your business, tune in! About Chris Johnson: Chris Johnson is the Co-Founder and CEO at Sepio Guard. With over a decade of experience serving funeral homes and families, Chris brings practical, real-world insight into how to support families in their most vulnerable moments.

What happens when a 130-year-old cemetery combines innovation with tradition and legacy? In this episode, host Paul Lovelace welcomes Bob Gordon to the podcast. The two discuss the importance of understanding consumers' needs, innovative approaches to service, and future trends that focus on personalization and community engagement. About Bob Gordon: Bob Gordon is a fourth-generation funeral director with more than 45 years of experience in the profession. Bob is the President and CEO of Cypress Lawn Cemetery Association and is the current President of The International Cemetery, Cremation & Funeral Association ICCFA (https://iccfa.com/).

In this episode of The Director's Playbook, I sit down with Walker Posey, managing director of Posey Funeral Directors, a fourth-generation funeral home owner from South Carolina. We delve into the evolution of leadership within the funeral service, exploring the balance between tradition and innovation. Walker shares invaluable insights on the importance of community service, the changing dynamics of consumer expectations, and the integration of technology in funeral practices. From discussing the significance of meaningful ceremonies to the role of AI in enhancing services, Walker emphasizes the need for funeral professionals to adapt while maintaining their core values. Join us as we uncover the legacy of leadership and the future of funeral service through Walker's unique experiences and perspectives. About Walker Posey: Walker Posey is a fourth-generation funeral director and embalmer with a family history dating back 130 years in funeral service. Walker is the Owner and Funeral Director at Posey Funeral Directors and a spokesperson for the National Funeral Directors Association (NFDA).

According to the American Board of Funeral Service Education, over 75% of the students enrolled in funeral service education programs in the U.S. in 2022 were women. Those numbers have continued to rise as more women are entering the funeral profession than ever before. In this episode, host Paul Lovelace welcomes Lisa Baue for a conversation about growth, leadership, and women in the funeral profession. Lisa reflects on her own journey as a funeral professional, from inheriting her father’s business to learning how to lead a team. For tips on cultivating a supportive work environment, recruiting the right people, embracing change, and more, listen now! About Lisa Baue: Lisa Baue is the founder and CEO of Funeral Women Lead, podcast host for 4 Women and a Funeral, and the best-selling author of Wake-Up Calls: A Journey of Learning to Lead and Succeed in the Funeral and Deathcare Profession.

What does it take to run a successful, family-owned funeral home across generations? In this episode of The Director’s Playbook, host Paul Lovelace welcomes retired funeral home owner Tim Hoff and his children, Ashley Hoff-Czaplewski and Tyler Hoff, who are also funeral professionals. The group discusses working with family, the importance of succession planning, and the power of community connection. If you’ve ever wondered what it takes to preserve a legacy while adapting to change, this episode is for you.

Description: What if artificial intelligence could help you serve families better and make your funeral home more efficient? In this episode of the Director’s Playbook, host Paul Lovelace huddles up with Curtis Funk, CEO of Tukios, and Kelly Gilgenbach, VP of Sales at Funeral Directors Life and Passare, for a game-changing conversation on how AI is impacting funeral service. Curtis and Kelly share real-life AI examples, practical advice for getting started, and insights on how AI can free up your time for what matters most: human connection. Plus, learn how to improve your online presence for AI search to stay ahead of your competition.

What if one staff member could boost your revenue, strengthen your team, and give families the peace of mind they need? In this episode, host Paul Lovelace sits down with Macy Lane, a licensed funeral director turned preneed specialist, to reveal how she's helped many funeral homes in her area. Macy shares how a dedicated sales professional can drive your preneed program, reduce staff stress, and create lasting value for families. Plus, you’ll learn practical tips for integrating preneed into your operations and using technology to stay ahead.

In a 2023 survey, the National Funeral Directors Association found that nearly 60% of all funeral professionals planned to retire by 2028. How will that impact the funeral profession? In this episode of The Director’s Playbook, host Paul Lovelace is joined by Cody Walker, Dean of Assessment at Pierce Colleges of Funeral Service. They explore what’s being done to prepare the next generation of funeral professionals and what you can do to support them. From mortuary school trends to the importance of embracing new ideas, this episode is packed with valuable insights to help you build a strong team that’s ready for the future.

Technology is changing the way funeral homes operate. But for many funeral professionals, that shift can bring uncertainty. Will technology replace funeral professionals? Is it possible to utilize technology without losing human connection? Host Paul Lovelace sits down with FDL’s very own Josh McQueen, VP of Marketing and Product, and Kyle Swearingen, VP of Development, to tackle those questions head-on. They explore how funeral homes can embrace innovation as a tool to better serve families. From overcoming resistance to change to using technology as a competitive advantage, this episode provides valuable insights every funeral home can use.

You believe in the value of funerals. Now, it’s time to learn how to share that value with families. In part two of their conversation, host Paul Lovelace and renowned grief counselor, author, and speaker Dr. Alan Wolfelt move beyond the “why” of funeral education and dive into the “how.” This episode challenges you to rethink old habits, embrace your role as a teacher, and confidently lead families in a changing world. Discover practical ways to guide families with empathy, ask better questions, and use funeral ceremony elements to create healing experiences. To learn more about how to clearly and compassionately share the value of a funeral with families, explore The Virtual Wolfelt Experience (www.fdl.co/virtual-wolfelt-experience) and discuss a custom training package for your funeral home.

Are you giving families what they want or what they need? Many families don't know how to create a healing and meaningful funeral. You can change that - if you're willing to educate families. Host Paul Lovelace welcomes renowned grief counselor, author, and speaker Dr. Alan Wolfelt to the podcast to discuss why funeral professionals need to be teachers and experts for families. The two explore why most families are unfamiliar with death and grief, the responsibility you have to share your knowledge, how to teach families while respecting their wishes, and more. Leave a lasting impact on those you serve by turning your arrangement conference room into a classroom! To learn more about how to clearly and compassionately share the value of a funeral with families, explore The Virtual Wolfelt Experience (https://www.fdl.co/virtual-wolfelt-experience) and discuss a custom training package for your funeral home.

Advance planning seminars have long been a great way to grow a funeral home’s preneed program. But the value of these seminars goes beyond securing appointments. They also build trust with your families. In this episode of The Director’s Playbook, host Paul Lovelace and Patrick Zalusky, Owner of Laker Planning Service, discuss how these events can generate leads and be the first step in building relationships with families. From planning and marketing to presentation and follow-up, you’ll get practical tips on how to have impactful seminars and develop strategies to overcome common fears, measure success, and create an experience that’s meaningful.

What if the key to growing your funeral home was the voices of the families you serve? To protect your level of care today and increase your market share and profitability tomorrow, you need an honest picture of how families view your funeral home. Surveys can provide that invaluable insight. Episode 4 welcomes George Owens, President and Founder of Fortitude Research & Marketing. Along with host Paul Lovelace, the two break down the benefits of funeral home surveys, why families want to fill out your surveys, and the return a strong survey program can bring.

In this episode of The Director's Playbook, I explore the unexpected role of therapy dogs in funeral services with Brian Hicks, the general manager at Elmwood Funeral Home. We delve into the journey of introducing Holly, a Goldendoodle, as a comforting presence in a traditionally somber setting. Brian shares his experiences and insights on the benefits therapy dogs bring to grieving families, highlighting Holly's unique ability to sense and provide comfort. We discuss the importance of proper training and the impact on both clients and business. Join us as we uncover the heartwarming stories and practical considerations of integrating therapy dogs into funeral homes, offering a new perspective on support and healing.

Consumer preferences are shifting. Operational costs are rising. And funeral professionals face a dual challenge: increasing call volume while growing the average funeral value. One of the most effective solutions is a proactive preneed program. In this episode, host Paul Lovelace is joined by Tyler Anderson, Senior Vice President of Business Development at Precoa. They explore how the focus of preneed has evolved from gaining market share to educating families on the importance of ceremony, ritual, and gathering. They discuss the new funeral consumer, why guiding consumers through the preplanning process is essential to shifting perceptions and creating value, and more.

According to the National Funeral Directors Association, more than 4,000 funeral home owners are expected to sell their businesses by 2026. This trend is partly why succession planning has become a popular topic among funeral professionals, with many funeral home owners wondering how to get started and what their first step should be. Join us as host Paul Lovelace discusses the importance of succession planning with Jason Gazaille, Vice President of Finance at Funeral Directors Life. The two break down current trends in funeral home ownership, the need for a successor, the negative consequences of not having a plan in place, and more.

When was the last time you put yourself first? It might sound strange to put yourself first, especially when there are so many people who need you. However, in order to best care for grieving families, your staff, and your business, you have to first care for yourself. Host Rob Davidson welcomes back Madison Miller, former Miss Ohio winner and daughter of a funeral home owner. Madison shares takeaways from her thought-provoking presentation “5 Fundamentals of Funeral Directing by a Non-Funeral Director” and explains how answering 4 specific questions can help you find balance in caring for yourself, your business, and your families.

Did you know that according to a survey by the Department of Veterans Affairs, only 29% of veterans understand the burial benefits available to them? Your funeral home can play a key role in educating and building relationships with local veterans. In this episode, host Rob Davidson and Madison Miller, former Miss Ohio winner and daughter of a funeral home owner, discuss how funeral homes can connect with veterans. Madison shares her experience growing up in the funeral profession and why funeral homes should support veterans in their community.

Funeral directors do a lot for their businesses and families. But sometimes, all their responsibilities pile up and lead to workplace stress, which can cause lasting burnout. Fortunately, emotional intelligence can help you lower workplace stress and improve your service to families. Host Rob Davidson sits down with Dr. Melanie Carr, author of Emotional Intelligence for Funeral Directors: The Secret to Less Stress and Burnout at Work, to discuss the importance of emotional intelligence and what you can do to grow in this area.