Above and beyond the call - Printed in Funeral Service Times
In this business many of us go well beyond the call of duty in the name of serving customers/families/our dead – despite the inevitable human error and the perversity of some circumstances that can make it nigh on impossible to give the family what they want.
I write on one instance: On a Wednesday afternoon I ordered a cardboard coffin from Greenfield Creations in Essex. Forest Green, 6ft’ 7”, rope handles, etc- a not uncommon request round these parts these days – for a funeral a week on Friday at noon.
"The coffin duly arrived on the following Monday and I opened it on the Tuesday – nice, but no rope handles. I call Greenfields and they say “no problem, we will put another one on a overnight, and it will arrive Thursday.”
Thursday afternoon, still no coffin…..”we are trying to contact the driver,” they tell me.
Thursday 6.00: “Wheres my coffin?”
“We'll call you back.”
6.15: “ We're coming down with rope handles, see you in the morning.”
Friday, 9.30am Terry arrives in Stroud with rope handles after driving from Essex.
10.30am: job done.
It's exactly what I would expect from someone who makes a mistake, they do everything in their power to remedy the consequences, I didn’t want a free coffin (which, thankfully wasn’t offered), I wanted rope handles like the family asked for, and I got ’em – served up with grace.
Thanks Terry and Will.