YOUR CUSTOMER
SUCCESS PARTNER
“Are you a mystery shopper? Training service? Coach? Consultant?”
Try all of the above—and then some.
Dead Ringers was founded in 2015 as the only Mystery Shop Provider for the deathcare profession. Yes, you read that right: we specialize in death! We were the customer experience experts for funeral homes and cemeteries before we branched out into serving all industries. We’re brutally honest, funny, irreverent, and fun. Our promise to you is that you’re not just another client. We want to partner with you to help you and your team provide the best possible customer experience, which in turn will grow your customer base, your company revenue, and your team culture.
“Dead Ringers. What a weird name!”
Thank you! Here’s what it means:
1) A dead ringer is someone who resembles another so closely, you can’t tell the difference. It’s fitting since our Ringers will try to resemble your customers when we’re evaluating your performance!
2) We are “Ringers” because we focus on the telephone customer experience, which is often your customer’s first interaction with your firm.
3) We’re “Dead” because we were founded as the only mystery shop provider exclusively for deathcare! (Don’t worry, we serve all industries now!)
Who Are We Really?
We are evaluators.
We’re not your standard secret shopper. We are prepared to analyze every aspect of the customer experience—from before the phone rings to how you follow-through after each interaction. We deliver facts—not opinions—in a state-of-the-art interactive interface. Our data is comprehensive and actionable, so you have full understanding of your customer experience—and how much it could be costing your firm.
We are experts.
We offer tried-and-true methods to improve your team’s performance—with customers and within your firm. Our training solutions focus on every aspect of the customer experience, from empathy to sales to conflict resolution, as well as leadership skills and management strategies. We’ll partner with you to address weaknesses in your performance and equip every team member to perform at the highest level.
We are partners.
We bring the data, the technology, the know-how, and the fun. You bring the willingness to grow. Together, we can do great things! Our goal is to equip you, your leaders, and your staff with relevant mindsets and skillsets that will elevate how you interact with customers, how you interact as a team, and how you uphold the standards of your firm. We believe in you. Do you?
Meet Our Leadership Team
Poul Lemasters, Esq.
Founder / Owner
Poul worked in customer service arena for over 15 years, serving people directly in various roles. He then moved into the legal arena, where he quickly realized the gap in customer service. He has since focused on how the combination of customer disputes and legal resolutions can be better handled through customer service. Poul shares this knowledge with his clients, and speaks throughout the US and Canada on these and other communication topics.
Mandie Hungarland
Chief of Operations
Mandie is fondly referred to as the Dead Ringers “Guru” and oversees all the company’s operations, staff and technologies as COO. She pairs her oversight of Dead Ringers with her personal experience of loss to teach on business success principles that are often misunderstood or misused—particularly in the deathcare profession. She is a writer, a reader, a wife and mom to three beautiful children—two on earth, and one in heaven.
Nicki Wiedeman
Training Expert
Nicki answered her first customer service call in 1989 for a bank in Cincinnati, Ohio, and has since cultivated a 30-year career in improving the customer experience. She’s on a mission to remedy the subpar service customers receive when calling businesses. She is a skilled strategy and meeting facilitator. Her forte is in SWOT Analysis and Kaizen principles. She rolls up her sleeves and creates custom, interactive training solutions for firms in all industries.
Patrick Downey
Training Expert
Patrick has over 40 years of experience in the cemetery and funeral profession. He has worked in top sales leadership and management roles, building and developing successful sales and marketing programs. He also serves clients across the country as an independent sales training and coaching consultant. Patrick is a past President of ICCFA and past Chancellor of ICCFA University. He was awarded the honorary degree, Doctor of University, in 2019.