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:

Describe the difference between an important and determinant attributes in services. Provide an example of each that might apply to Melissa.

Answer 1