Articles

Written by Welton Hong The call came in at 2:17 a.m. A daughter had just lost her father and didn’t know where to turn. She searched “funeral home near me,” clicked on the first result, and landed on a website that looked professional — but offered little clarity. No hours. No indication of whether someone was available right now. No pricing guidance. Unsure and overwhelmed, she hit the back button and called the next funeral home on the list. That funeral home answered. This scenario plays out every day. Funeral home websites unintentionally fail the very families who need them most. In moments of grief, people are not browsing. They are seeking certainty, reassurance and immediate direction. A funeral home website should answer questions. When it lacks essential information, families do not wait. They move on. Here are six must-have […]

Personalization as the new advantage in 2026. Each January creates a natural pause – a moment to reset, refocus and reimagine what’s possible. For funeral home owners and cemetery operators, 2026 isn’t just another year on the calendar. It’s the start of a new era for the profession – one defined by personalization, differentiation and the courage to stand apart. Over the past two years, this column has explored various avenues of business. In January 2025, for example, I explored three pillars of success: self-awareness, proactive planning and strong culture. In November 2025, I urged you to build your 2026 strategic plan so that you could act with purpose and discipline at the start of the new year. Now, it’s time to take the next step. Strategy and awareness mean little without execution. And in 2026, execution will be measured […]

Marty Blackwood, age 75, had spent his life doing what few others could: running a small-town funeral home operation in the rural South nearly single-handedly. A lifelong servant of his community, Marty had built a reputation as both dependable and deeply personal in his care for families. Over the years he had expanded his single location into a three-rooftop business. Together his funeral homes served just over 100 families a year, a manageable volume for decades, but now the demands of middle-of-the-night calls and increasingly complex operations were wearing him down. Marty knew it was time to plan his exit. The challenge was understanding what his business was actually worth. One of his longtime advisors suggested a $2.5 million valuation, a number that sounded good, perhaps too good. The business produced about $300,000 in annual cash flow, meaning that figure […]

Each November, business leaders in every profession pause to look ahead. For funeral home owners and cemetery operators, this isn’t just an annual exercise in forecasting; it’s an opportunity to figure out whether the next year will bring growth, stability or stagnation. If 2025 taught funeral home owners anything, it’s that they can no longer afford to coast. Consumer expectations are evolving faster than the profession can respond. Competition is intensifying. Technology– particularly artificial intelligence – is advancing at breakneck speed. The firms that thrive in 2026 will be those that prepare with clarity, intentionality and discipline right now. This past year, in this column for The Director, I’ve explored themes that point toward this moment. These include the education gap with families, the role of valuations as business self-care, the complexities of succession, the digital avalanche that’s shaping consumer […]

A personal account of the ways in which AI can preserve memories and facilitate the grieving process. “We should be very careful about artificial intelligence. If I had to guess at what our biggest existential threat is, it’s probably that … With artificial intelligence, we’re summoning the demon.” – Elon Musk, businessman and entrepreneur, Tesla, SpaceX and X “Artificial intelligence will never be a match for natural stupidity.”– Unknown “A year spent in artificial intelligence is enough to make one believe in God.” – Alan Perlis, computer scientist and professor, Purdue, Carnegie Mellon and Yale University “In a sense, artificial intelligence will be the ultimate tool because it will help us build all possible tools.” – K. Eric Drexler, engineer and author I usually begin my writings with a quote – sometimes sage, sometimes satirical – to highlight the general […]