The First Call

In most instances there is a mixed feeling regarding your response to the call. On the one hand there is the hope that you will arrive on the scene quickly to assume much of the burden of decision and help to bring order out of chaos. On the other hand there is the feeling that, until you actually arrive and take charge, there is still the possibility that this is all a bad dream and death hasn't actually occurred.

It is impossible to establish inflexible rules for answering the first call. Procedures vary in different communities and among different religious groups and persons of different national extraction. Even in a given community or neighborhood, no two calls will present exactly the same problems or requirements. This is a time when the funeral director must exhibit unusual ability to adapt himself to rapidly changing demands. At all times, however, the basic requirements will be courtesy, dignity, understanding, and the professional skill and confidence which enable a well trained funeral director to direct and counsel a distraught family in the most efficient and acceptable manner.

It is only in unusual instances that the notification of death is received by the funeral
director in a manner other than by telephone. This means that the procedure employed in answering the telephone is of major importance. All funeral home calls should be answered by a responsible and well-informed person. The telephone should be answered promptly and the person who answers it should speak slowly, distinctly, and in a pleasant tone of voice. At no time should background noises or music from a radio or television set be permitted to interfere with the conversation. A courteous, well modulated telephone voice will help to create a good initial impression which will aid in securing the confidence of the family and eliminate many potential problems.

When answering the funeral home telephone, always identify the establishment and the speaker, as: "This is the Blank Funeral Home, Mr. Blank speaking." Nothing is more incongruous than a funeral director answering his telephone with a gruff "hello" or "yes" and then changing to a more pleasant tone of voice the instant he discovers that this is a death call.

It is important to remember that the person making the call is probably nervous, excited and grief stricken. For this reason it is necessary to check the information carefully to prevent embarrassing errors. Unless the deceased is a personal friend, it is not necessary to express sympathy; the funeral director is called to provide a professional service not to mingle his tears with those of the survivors.

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