How to outsource your funeral calls – a step-by-step guide – Part Three


Engaging the workforce


“Any change, even a change for the better, is always accompanied by drawbacks and discomforts.” – Arnold Bennett

“The price of doing the same old thing is far higher than the price of change.” – Bill Clinton

Change is difficult. Especially in an industry with a reputation for exceptional customer service, tradition, family and respect. We understand this. We are a small family business. Our team understand that even entertaining the thought of another company handling their customer’s enquiries can be difficult. We work hard to ensure that everyone in the business feels engaged. For Central Co-operative it started with the senior manager and then move onto the rest of the business.

We’ve managed this process for many businesses and enjoy the process. This time we did a few things differently. Most strikingly, the video. The team at Central felt that the best way to communicate the business case to the team was via a video. Kindly they’ve allowed us to share this:



The video was a resounding success. The feedback from the team (on both sides of the fence) was positive. Onto stage 4 – To build the system and test.