Incentives and contests can be powerful tools to motivate your team, boost engagement, and drive results—but only if they’re done right. In this session, Patrick Downey shares lessons learned from years of experience, covering the dos and don’ts of running successful incentive programs. Whether you’re managing an at-need funeral home staff or a preneed sales team, you’ll discover how to structure contests that inspire rather than backfire. Learn how to align incentives with your team culture, budget effectively, and ensure your contests drive meaningful business outcomes.

About the Course

Customer experience isn't just a buzzword—it’s the foundation of success in funeral service. In this video, Nicki Wiedeman introduces the concept of customer experience (CX) and explains why it’s more than just customer service. From the first phone call to every interaction that follows, CX shapes how families feel and influences their decisions. Learn how to shift from a transactional mindset to a relational one, personalize every touchpoint, and create meaningful experiences that set your business apart. Plus, get a sneak peek at the Six Pillars of Customer Experience.

Recent FTC audits have revealed compliance failures in the funeral industry—don’t let your business be one of them! Regular training and a strong understanding of these guidelines will help you stay compliant, enhance customer service, and build trust with families during difficult times.

One-on-one meetings are one of the most powerful tools for boosting employee engagement, productivity, and performance—yet most managers admit they don’t do them well. In this session, Pat Downey explores why these meetings matter, how to introduce them to your team, and the best way to structure them for success. Whether you’re a funeral home manager, team leader, or business owner, this video will help you establish meaningful touchpoints with your employees to improve communication, mentorship, and overall team effectiveness.

Can you legally record phone calls in your state? In this essential session from the CXpertise Library, host Paula Masters breaks down the legalities of call recording, helping businesses navigate one-party vs. two-party consent laws and avoid compliance pitfalls. Whether you're looking to enhance training, protect your business, or improve customer interactions, this session provides practical guidance on how to record calls legally and ethically—with insights on cross-state calls and employee concerns.

Follow-up communication can make or break customer relationships—yet only 26% of callers receive a follow-up offer. In this third module of the CX Library’s Inbound Adventures, Nicki Wiedeman from Dead Ringers breaks down why follow-up is essential, especially in the funeral service and cemetery industries. Joined by Pat Downey, they share actionable strategies to bridge the gap between initial calls and long-term engagement.

Your mindset and communication skills can make or break an inbound call experience. In this 15-minute PowerMod, customer experience expert Nicki Wiedeman and preneed sales pro Pat Downey dive into strategies that enhance customer interactions, boost confidence, and create trust over the phone.

Are you ready to handle inbound calls with confidence? In this 15-minute PowerMod, customer experience expert Nicki Wiedeman and preneed sales pro Pat Downey share practical strategies to help deathcare professionals manage call volume effectively. Learn how to stay prepared, make meaningful connections, and ensure every caller feels heard. Watch now and set yourself up for success!

In this introductory session on Thanatology, guest CXpert Katlyn Green shares foundational concepts surrounding the study of death and dying. Drawing from her extensive background in thanatology, gerontology, hospice, and death care, Katlyn explores the multifaceted dimensions of death, including cultural, historical, psychological, and spiritual perspectives. She emphasizes the dynamic nature of death education and encourages professionals to reflect on their own experiences and societal norms related to death and grief.

In this 15-minute PowerMod, Dead Ringers COO Mandie Hungarland delivers actionable insights on the role of empathy in customer interactions. This abridged course offers practical tips to recognize and respond to emotional cues, helping you foster trust and connection in every conversation. Whether you're a seasoned professional or just starting out, these strategies will elevate your customer experience skills.

This is the second session in a two-part series designed for funeral professionals to enhance their pre-arrangement sales. This course focuses on how to effectively present a professional, empathetic, and solution-oriented plan to potential clients. You'll learn how to develop a strong presentation, build trust through active listening, handle common objections, and create a sense of urgency that encourages families to take action. Whether you're a seasoned professional or new to the field, this course will equip you with the tools to guide families toward making wise, thoughtful decisions about pre-arrangements.

In Part 1 of '7 Steps to Find Your Pre-Planning Vibe!', Dead Ringers CXpert Patrick Downey shares actionable strategies to help funeral professionals grow their prearrangement sales. Learn the first steps to build a strong foundation for your pre-planning process and connect with families on a deeper level. Watch now to kickstart your pre-arrangement strategy!

In this course, Dead Ringers CXpert Nicki Wiedeman emphasizes the critical role of effective telephone etiquette for professionals in funeral homes and cemeteries. Nicki shares insights on best practices, common pitfalls, and strategies to enhance customer interactions over the phone, aiming to improve service quality and client satisfaction within the deathcare profession.