How This Funeral Home Does 5,000 Calls A Year | Chris Boggs (Cremation Society of Maryland) #32
In this episode of The Direct Cremation Podcast, hosts Tyler Yamasaki and Will DeMichelis sit down with Chris Boggs, Chief Operating Officer of the Cremation Society of Maryland and McNabb Funeral Home. The conversation cuts straight to what actually drives growth, quality, and sustainability in death care today, and it is not a gimmick or a hack. It is people, process, and purpose, backed by the right funeral tech.
From Calling to Craft
Chris’s path into funeral service did not follow the traditional, generational route. A formative experience losing his father as a child and being guided with empathy by a funeral director planted the seed. Years later, after a career in high risk investigations, he returned to that calling. He entered funeral service in the middle of COVID, trained through unprecedented constraints, and quickly moved into leadership.
That timing matters. Learning funeral service during a moment of forced change shaped how Chris thinks about funeral arrangement software, online cremations, and operational efficiency. When tradition fell apart overnight, clarity, communication, and systems stepped in to support families.
Scaling Compassion With Systems
The Cremation Society of Maryland handles roughly 5,000 calls per year with a lean team. That volume does not come from cutting corners. It comes from designing operations that respect both families and staff.
Nearly all arrangements happen electronically using online funeral arrangements and digital funeral planning software. Families receive a clear explanation of the entire process upfront, including timelines, documentation, and options. That proactive education dramatically reduces follow up calls and confusion while improving trust.
For funeral directors, this model flips the math. A single licensee supported by trained administrative staff can handle the workload of multiple directors. Funeral arrangement software becomes a force multiplier, not a replacement for human connection.
Present Every Option, Every Time
One of the most practical insights from the episode centers on transparency. Chris rejects the idea that offering options equals selling. Families deserve to see every cremation arrangement available, from simple direct cremation to memorial services, viewing, and upgraded cremation caskets.
When families explore options on their own terms through a cremation website or funeral arranger, decisions feel safer and more personal. There is no pressure and no awkward pitch. This approach aligns with modern expectations and reinforces trust, which is why it consistently leads to better outcomes and stronger reviews.
Reviews Beat Ads
When it comes to funeral website marketing and cremation advertising, the team relies far more on community presence and organic SEO than paid ads. Consistent service quality drives Google reviews. Those reviews create a digital moat that attracts families before the first call even happens.
Community involvement plays a huge role. From sponsoring local pharmacy bags to supporting women in the workplace initiatives, the brand stays visible without shouting. That visibility, paired with excellent service, outperforms most cremation ads and delivers long term returns.
Workforce Design Is Strategy
Perhaps the most forward looking part of the conversation focuses on staffing. Chris limits consecutive workdays, rotates weekends, and prioritizes recovery time. That structure fights burnout and keeps directors engaged.
This philosophy challenges old industry norms. The episode calls out how outdated training models and unnecessary gatekeeping drive good people away from funeral service. Modern funeral home management requires adapting to today’s workforce, not demanding yesterday’s sacrifices.
The Real Magic Bullet
After an hour of tactics, systems, and strategy, Chris distills everything into one line. The real magic bullet is the sympathetic, caring funeral director who truly loves the work.
Technology, whether it is crematory software, funeral home software, or a funeral director app, only works when leadership builds an environment where compassionate people can thrive. Owners and managers carry the responsibility to create that environment.
Looking Ahead
The future of death care points toward more digital interaction, more flexibility, and more personalized memorialization. Virtual services, online cremation services, and seamless digital workflows will continue to grow. The firms that win will blend innovation with empathy and use funeral tech to support both families and staff.
This episode stands out because it proves that operational excellence and humanity do not compete. They reinforce each other.
Watch the full episode here: https://www.youtube.com/watch?v=direct-cremation-podcast-chris-boggs