Co-operative Funeralcare can’t spell funeral
June 29th, 2012 by Paul HensbyYesterday I visited the web page Co-operative Funeralcare created in response to C4 Dispatches exposure of the company’s malpractices as I wanted to ask the following questions:
“Would you consider advising families to research the growing number of cheaper and eco-friendly alternatives to wood-based coffins? Are you anticipating a growing demand for more individual farewell ceremonies and if so how are you training your staff to supply these bespoke funerals?”
This is the answer I received:
“Thank you for making contact
you may find visiting our web site to undertnad how we support a whole range of differing styles of fuenral arrangements. Including the items you make note of.
Cleint Relations”
I can tolerate the poor punctuation and improper grammar. The misspelling of ‘funeral’, ‘understand’ and ‘client’ is appalling. And what does it tell us about the organisation?
The reputation of Co-operative Funeralcare has been badly damaged by a TV exposure of dishonest, venal and disrespectful practices. It quickly put two video responses from its contrite and concerned managing director George Tinning on its website along with the questions. So far so good, as the buck stops at the top.
Below Mr Tinning’s talking head are the questions and the space to ask your own questions. Standard crisis management stuff, with the ability to ask questions winning some brownie points.
But Co-operative Funeralcare didn’t bother to ensure the people who were answering them were trained or competent, if the response I got is in anyway typical.
Think about it. The person chosen by The Co-operative Funeralcare to communicate to people wanting to find out more following the exposure of poor practice did not have the necessary competence to do this job properly.
What does such an attitude say about its delivery of funeral services?
Tags: funeral planning, funerals
June 29th, 2012 at 5:25 pm
The hierarchy at funeral care do not seem interested and continue to undermine the hard work and excellent service offered by most of their client facing staff. To publish such an atrocious document, shows a level of care and lack of attention to detail which are key watch words to most of the co op staff I’ve met.
what are they going to do next, if the boss don’t care about their staff how do they feel about their clients? You decide!
September 28th, 2012 at 1:00 pm
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