Question

Melisa was distraught. While her grandfather was getting on in years his loss had come as a shock late that Friday afternoon. She could think of no immediate family to contact and wandered her apartment wondering what to do. Finally at 9pm she realized she would have to do something so she called the closest funeral home to her grandfather ‘Lost Days Funeral Home’. Not expecting an answer so late she left a message hoping to hear back from them after the weekend. She was shocked to have the owner of Lost Days call her back within minutes. After 10pm on a Friday when most businesses should be closed! Susan (the owner of Lost Days) quickly put Melisa’s concerns to rest outlining a plan for the funeral (location and space for the religious service of her choice, cremation or burial of her grandfather, help with writing an obituary (article about her grandfather’s demise) and placing it in the local paper, organizing the wake (gathering of friends and family after the funeral), catering for the wake and even offered to help with a lawyer to assist in her role as executor (being responsible to act on the disposition of her grandfather’s possessions as outlined in his will). Now, instead of having a grief filled weekend with the stress of a funeral to arrange Melisa was now able to spend it recounting her fond memories of her grandfather.

based on the case study answer the following question:

Explain what you believe to be the need being satisfied, solution being offered or problem being solved by the funeral home from the purchaser’s perspective and why you believe this to be so.

Answer 1

Here the customer was being shocked by her grand father's death.There was nobody to help her to arrange funeral .The Lost day funeral home solved all her problems nicely.Quick reponse even in late nights was unbelievable.They planned the funeral functions nicely.The y knew how to solve the problems of customers in an age of 'never satisfied customers,.The firm solved all problems of purchaser as a faithful guardian.It helped in arranging the funaral space,  conducting funeral,help in writing an obituary and placing in local paper, organising wake,help the lawyer in the preparation of will.   

From purchasers perspective the first need that should be satisfied by a funeral home is dynamic servicing.Dynamic servicing includes providing information, creating authentic and meaningful funeral experience for each family, constand working nature etc.Lazy servicing is a problem of funeral homes.

Usually years of continuos services make some firms to work in effeciently.Really the customers of funeral homes are new in each day.A customer inspire service strategy is also an exapectation of purchaser.A good funeral ome should be very sensitive to the vibrant wants and needs of customer.

customer friendly service delivery system is a need of each purcahser.For this purpose Customer oriented staff should be appointed.

Now a days customers choose technological services as more apt .They make their demand throgh internet.This trend will increase in future also. So it is necessry to change with new trends and choice of customers.

Change the management philosophies with changing customers is also a customer need. Old Service pattern shuold co op with modern philosophies.

Some families want to involve in funeral process.Some families bring unexpected ideas to funeral home.The funeral home should co op with the best ideas..