Inbound Adventures (Part 3)
About the Course
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.
Key Takeaways
Follow-Up is Key – Don’t let potential business slip away—engage beyond the first call.
Avoid the Valley of Despair – A lack of follow-up leads to missed opportunities and lost trust.
Empathy Builds Trust – A caring, personalized approach makes follow-ups more effective.
Guide the Next Natural Step – Help customers move forward with confidence.
Personalized Scripts Work – Authentic, well-crafted messaging fosters better connections.
Flexible Meeting Options – Offer follow-ups via in-person, video, or home visits.
Take Ownership – Make it easy for customers to stay engaged with your services.
More Modules by Patrick
More Modules by Nicki
About the CXperts
Patrick Downey
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 for multiple cemetery and funeral firms. He also serves funeral and cemetery 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, and continues to lead classes in the J. Asher Neel College of Sales and Marketing. He was awarded the honorary degree, Doctor of University, in 2019. His passion continues to be teaching, training, and coaching sales professionals and sales leaders in cemetery and funeral services.
Nicki Wiedeman, CSE
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.