In this conversation, Dr. Dan speaks with Mandie Hungarland about her unique journey from art school to becoming the COO of a company in the death care industry. They discuss the importance of empathy in dealing with families experiencing loss, the role of humor in the death care profession, and the need for a more human connection in customer service. Mandie shares her personal experience with loss, which transformed her perspective on the industry and highlighted the necessity of treating grieving families with compassion and understanding.

Takeaways

• Empathy is a skill that can be learned and developed.
• The death care industry often lacks a personal touch in customer service.
• Humor can be a coping mechanism for death care professionals.
• Families need support and understanding during their time of grief.
• The death care profession should focus on life care, not just death care.
• Open-ended questions can facilitate better communication with grieving families.
• Training in empathy can transform the customer experience in death care.
• Personal experiences with loss can enhance professional understanding.
• The importance of recognizing the emotional state of customers in any service industry.
• Creating a supportive environment for grieving families is essential.