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.

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!

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!