Opening General Session featuring Phillip Van Hooser
Monday, October 11, 10:15-11:45 a.m.: Manage Fear, Embrace Change and Lead Employees in an Uncertain Economy
(1 CE hour)

Unstable economic news has become a consistent drumbeat. But many economists are beginning to predict that the economic tide will soon turn. While many businesses remain “hunkered down,” hoping to survive, the best positioned businesses have their heads up surveying the horizon, preparing their people today to lead their businesses into economic recovery. Van Hooser will share an eight-step strategy for managing change successfully, how to recognize and identify the four universal fears employees struggle with and how to implement strategies for addressing fear and resistance to change. Book signing available after the session.

All-Star Recognition Ceremony & Reception featuring Doug Gober
Monday, October 11, 4:30-6:30 p.m.: Why Funeral Service… Why Now?

The economy may change, consumers may change, but your role in helping people remember will not change. Business difficulties aside, there has never been a better time to be in funeral service. This event gives us the opportunity to recognize our colleagues accomplishments.

Join your colleagues to recognize and celebrate funeral service’s all-stars. Honor those firms receiving the Pursuit of Excellence® Award for outstanding commitment to and demonstration of service excellence in their communities. Recognize individuals who have earned the Certified Preplanning Consultant designation, as well as the 2010 NFDA Initiative Award winner. Celebrate the recipients of CANA’s Ginny Awards and those who received the Crematory Operators Certification.

Closing General Session featuring Dennis Snow
Wed., Oct. 13, 1-2:30 p.m.: Delivering World-class Customer Service
(1 CE hour)

Customers have more choices than ever, and the result is that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers while driving bottom-line results. More than ever, customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.

Based on his 20 years with the Walt Disney World Company, along with many years of consulting with organizations around the world, Snow will provide a how-to program for creating a service-driven culture. This session will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk through fire” customer loyalty. Book signing available after the session.