Shatter what you think you know about women consumers and join Lacy Robinson as she presents powerful insights from Bridget Brennan’s highly acclaimed books Why She Buys and Winning Her Business. Take on a new perspective and understand why communicating your empathy is the key to providing exceptional customer service. Lacy will share communication techniques to help you and your team achieve mutually beneficial relationships with women consumers. For those of you looking for more than communication techniques, you’re in luck! Lacy will share ideas on transforming a critical space in the funeral home where your credibility is on the line.

Lacy Robinson, CFSP
Trainer - Speaker - Virtual Coach

Lacy offers funeral home clients more than 14 years of success in developing and facilitating customer service training programs. As an experienced coach and speaker Lacy has established organizations including Aurora Casket Company and the National Funeral Directors Association as leading providers of training and development for funeral professionals. Lacy currently serves as an instructor for Worsham College of Mortuary Science teaching Fundamentals of Customer Service as well as a Business Development Consultant for Johnson Consulting Group.
Lacy is a licensed funeral director/embalmer, a certified funeral celebrant and certified member of the Academy of Professional Funeral Service Practice and previously served on the APFSP Board of Trustees. She is a graduate of Georgetown College holding a bachelor’s degree in Communications. She is also a graduate of Mid-America College of Funeral Service.
As an active member of the Bluegrass Toastmasters Group Lacy has achieved the designation Competent Communicator. Lacy is also an active volunteer for Hosparus Health in Louisville, Kentucky.
 

Dealing with the challenges created by Covid-19!

Interacting and explaining funeral options effectively with families was challenging before the pandemic!  In our current situation we see that process strained even further. Having simple digital tools and strategies available is key to being able to effectively promote the benefits of what we offer as funeral professionals.  Families are becoming increasingly accustomed to shopping and purchasing all manner of items online.  This is a great opportunity for funeral homes to make sure that your services and merchandise options can be delivered to them in a way that is easy to view, share and compare while in the comfort of their own homes. I hope to be able to provide you with effective plans that will help you deliver these items effectively.

Aaron McDonald - Victoriaville & Co. 

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Personality differences often lead to miscommunication and conflict, which affect both our personal efficiency and team health. Participants will learn to better understand personality styles that are different from their own. Greater awareness of personality differences leads to improved personal effectiveness and group productivity. Participants will learn strategies for communicating more effectively based on their own personality strengths and the personality-based preferences of others.

David C. Jung, RPC, Q.Med
Facilitator & Consultant
ACHIEVE Centre for Leadership 

David has provided leadership for various non-profit organizations for over 25 years. He has a degree in Philosophy, a diploma in Counselling, as well as certifications in Conflict Resolution and Mediation. In addition to training with ACHIEVE, he works as ACHIEVE’s Training and Development Specialist. In this role, David provides support to other trainers and ensures that training material reflects the current research in the field and is consistent with ACHIEVE’s core beliefs. He also works in the field of mediation where he volunteers as a Mediator for the court diversion program in Manitoba. In whatever role David finds himself, his passion for motivating people to continue their personal journey of learning and growth shines through. David believes that no matter what our role is in the workplace, we can all continue to grow in our skills to improve our own life and to help improve the lives of others. As a trainer, he is known for his dynamic workshop facilitation that combines humour and real-world application.

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