When I first started using online arrangements as a funeral director, I was skeptical. Would we lose the personal touch? Would families complete their forms correctly? Would this create more chaos than convenience?
I valued personal connections and a structured process, so stepping into online arrangements felt like uncharted territory. But what I discovered completely changed my perspective.
Online arrangements didn’t take away the personal touch—they enhanced it. Instead of adding confusion, they brought structure. And rather than complicating things, this new approach made serving families easier than ever before.
The Initial Concerns
If you’ve considered online arrangements, you’ve probably had the same concerns I did:
❌ Will I lose the personal connection with families?
❌ Will I lose control over the process?
❌ Will families make errors that create more work for us?
I wondered how we would manage removals, paperwork, and family communication without in-person meetings. Would it actually make things easier—or would it lead to more problems?
The Reality: More Control, Better Service
What I found was the complete opposite of my fears. Instead of losing control, we gained it. Instead of distancing families, we became more accessible.
Here’s what surprised me:
✅ Families Still Wanted to Talk – Most families called us before completing online arrangements. We still had personal conversations, just over the phone instead of in person. The support, guidance, and trust remained intact.
✅ A More Predictable Workflow – Online arrangements gave us real-time visibility. Instead of unpredictable walk-ins, we could see what was in progress, review details quickly, and plan ahead.
✅ Increased Efficiency – Reviewing online arrangements took minutes, freeing up our time to focus on serving families instead of paperwork.
How We Made It Work
Implementing online arrangements wasn’t about replacing personal service—it was about enhancing it. Here’s what made the transition smooth:
📩 Proactive Communication – When families called with pricing questions, we sent a proposal email immediately. If a death had occurred, we set clear expectations for removals and next steps.
📅 Daily Reviews – Each morning, we reviewed new online arrangements and removals. We reached out to confirm details, ensuring families felt reassured.
📞 Consistent Follow-Ups – As families completed arrangements, we kept them informed, reducing uncertainty and maintaining trust.
By making these steps part of our daily workflow, online arrangements didn’t replace personal service—they made it stronger.
A Better Way to Serve Families
Embracing online arrangements wasn’t about replacing the way we served families—it was about enhancing it. Instead of adding complications, it streamlined our workflow, gave us more control, and allowed us to spend more time supporting families rather than getting buried in paperwork.
The key lesson? Online arrangements don’t mean losing the personal touch—they help you provide it more efficiently.
If you’ve been hesitant about integrating online arrangements, ask yourself:
🔹 Are we making it easy for families to choose this option?
🔹 Are we actively guiding families through the process?
🔹 Are we using online arrangements to improve, rather than replace, personal connections?
The funeral homes that embrace online arrangements, rather than simply offering them, are the ones seeing the biggest benefits—not just in efficiency, but in better service and higher family satisfaction.