Co-operative Funeralcare can’t spell funeralJune 29th, 2012 by Paul Hensby
“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
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?