Spring 2012 NFDA Meet the Mentors - Musgrove Presentation

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Spring 2012 NFDA Meet the Mentors - Musgrove Presentation

  1. 1. Trends and Challenges in Funeral Service ABFSE Meet the Mentors 2012
  2. 2. Since 1883
  3. 3. The Musgrove Family
  4. 4. MUSGROVE MORTUARIES & CEMETERIES - 2000’s England’s Funeral Homes West Lawn Memorial Park Lane Memorial GardensSpringfield Memorial Gardens
  5. 5. LIFE’S CHALLENGES •PERSONAL •PROFESSIONAL •BUSINESS
  6. 6. PERSONAL:Health, Family, FriendsCommunity, Faith, Fun Balance…
  7. 7. PROFESSIONAL: Learn, Listen,Plan, Transition
  8. 8. BUSINESS:Damn! What Happened?
  9. 9. Source: U.S. NVSR, 2010The last 50 years deaths have increased 44%. from1.7 million to 2.46 million. Funeral costs have risenform $708 to over $6560.
  10. 10. Source: U.S. Census, 1998The next 40 years data shows deaths will increase 71%, from 2.4million to 4.1 million. While sales and prices have increased, thenumber of funeral homes has decreased from 2000 to 09 by 11%
  11. 11. PROFITABAILITY TRENDS FOR FUNERAL HOMES OVER THE LAST 30 YEARS 1980 - 13.73% 1990 - 8.69% 2000 - 8.64% 2010 - 5.52%PROFITIBILITY HAS DROPPED 59% IN THE LAST 30 YEARS!
  12. 12. Critical Issues PRESSURES ARE WE ALL FEELING IT?! What are the main challenges we Face? What do we do?
  13. 13. CHALLENGESWhat are business implications of recentshifts in consumer behavior? - Cremation - Competitive pressures - Changing workforce - Changing traditions - Lifestyle changes
  14. 14. CREMATION
  15. 15. US DATA Projections•2015 - 46.57%•2025 - 56.66%• Saturation Point? (High 70’s)
  16. 16. Regional Cremation Statistics
  17. 17. Regional Cremation Statistics
  18. 18. Musgrove Family Mortuaries & Cemeteries Cremation Rate:72 percent (serving 1000+ families)42 percent are Direct Cremation Past mistakes…
  19. 19. •Women choose cremationmore than men (63% to 45%)(Why is that important?)
  20. 20. COMPETITIVEPRESSURES
  21. 21. •Third Party Sales Internet, Casket Store, costco• Low Cost Providers• Media/Critics/Gov. Funerals too expensive?Who is teaching the public about us?
  22. 22. CHANGINGWORKFORCE
  23. 23. Mortuary College Enrollees 1971 - 5% Female Today - 53% Female 76% white, 36% over 30 More Second/Third Career Funeral Service Student Older StudentsLess Multi-generational Funeral Service Family Student
  24. 24. CHANGINGTRADITIONS
  25. 25. CELEBRATION Trends from “The Funeral” to “The Celebration of Life”(From Cookie Cutter to Personalization) 2004 Harris Study – 13% want a Traditional Service
  26. 26. Peoples needs haven’t changedSafety, Participation, Roots, Ceremonies & Rituals, Reality, Significance, Presence Changing Traditions New Ceremonies Replacing Historical Ones
  27. 27. Integrate Traditions for Non-Traditional Families The Funeral becomes…A Celebration The Visitation becomes…Final Goodbye The Minister/Priest becomes…The Celebrant The Grave Plot becomes…Memorialization The Casket becomes…Memorial Products The Family Dinner becomes…A Reception The Funeral Director becomes…The Event Planner
  28. 28. CHANGINGLIFESTYLE
  29. 29. Traditional Funeral Home / Non-Traditional Families •Over 50% non-church attendees 80%+ generation Xers no church •Mortality Ages 1921 Death was a tragedy Only 31% died over 65 years •2010 average almost 80 years Older women & Older Couples •20% Women have no kids •Ethnic influences •Bigger people…
  30. 30. How are we surviving?• Staff training (competent arrangers & event designers)• Product and resource center• Chapel/Facilities/Cemetery remodel• Partnerships (Flowers, Caterer, Hotel, Professionals)• Open policy for cremation and other services• Teamwork/Consolidation• Surveys & Aftercare• Wow them…• Willingness to take chances...****Educating Staff and the Public of the value of services and memorialization
  31. 31. STAFF TRAININGSERVICES – Honor/Celebrate the live of the deceased, Publicly say goodbye & share the loss, Support, Personalized, ReceptionsVIEWING – Opportunity of family and community to say goodbye, Private family farewell, feels like you have taken care of them…tucked them in. Last memory picture.CASKETS – Reflect the deceased, Personalized, Types of metal & Species of wood, Last memory picture.CREMATION CONTAINERS – Required, Peace of mind, What you loved one will be cremated in…What your family is comfortable with.MEMORIALIZATION & KEEPSAKE ITEMS – Pay tribute and stay connected with you loved one, Personalized to each family member, Jewelry or item for home with significant meaning, Leave for future generations.
  32. 32. PRODUCT CENTER
  33. 33. Facilities to meet families needs
  34. 34. Musgrove Family Center
  35. 35. Foyer Entry Way
  36. 36. Musgrove Family CenterPall bearers?Family Room
  37. 37. Musgrove Family Center The Media Room
  38. 38. Traditional Funeral
  39. 39. CombinationMemorial & Reception
  40. 40. Celebration of LifeReception
  41. 41. CREMATION GARDENS
  42. 42. HOW TO WOW• First call – Roses, Quilt, Flag, No body left behind…• Arrangements – Packages, Cookies, Coffee, Candy, Big Screen TVs, Personal Information, Lots of Choices• Services – Video, Personalized Memorabilia & Memorial Items, Receptions, Personal goodies• Aftercare – Personalized information and help
  43. 43. IT WILL NEVERHAPPEN HERE…
  44. 44. Changing Traditions From 1883 to 2012
  45. 45. Since 1883
  46. 46. SUCCESS AND SURVIVAL:Personal – Physical and Mental Health Professional - Positive GrowthBusiness – Listen and Learn & Adapt The ability to Change is vital to success!
  47. 47. THANK YOU

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