MBUniversity Webinars

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Embracing the Customer Experience
Date: Tuesday, March 31, 2020
Time: 11:00 AM ET / 10:00 AM CT / 9:00 AM MT / 8:00 AM PT [Prevailing Time]
Presenter(s): Honnalora Hubbard and Paula Kirchhoefer with Coldspring
CUE Credit: 1 Credit Hour

No advanced preparation or prerequisites are required for this course.

Course Description
As memorial specialists, we play a primary role in guiding families to select the best memorial to honor their loved one. Even as COVID-19 changes how we educate with more digital and web conferencing applications to interact with families, our key responsibility is to educate. When our focus is on informing families of all their options and providing the best possible experience for them, rather than “increasing sales,” an interesting thing occurs. Sales actually do increase.

Great customer experience – whether in-person or via digital conferencing capabilities — comes through attention to details, listening to your customer and evolving your business. The results will be a growing business and increased revenues! This webinar will address how memorialists can continue to deliver a great customer experience in light of changes to business from COVID-19.

About Our Presenter
Paula Kirchhofer:
In her sixth year at Coldspring, Paula serves as a Regional Sales Manager in the states of Alabama, Mississippi, Northern Georgia and Western Tennessee. With a family background in the death care industry, Paula has helped families through the grieving process and encourages ways for permanent memorialization. Her 25 years of industry experience, including sales leadership, recruiting, and training, allows her to bring a strong sense of business acumen and industry related experience to her sales process.

Paula provides a professional consultative sales approach, driving world class value added solutions supporting all avenues of permanent memorialization including bronze and granite memorials, Private Estates®, Community Mausoleums, Columbaria, and cemetery Construction related sales.


Honnalora Hubbard:
Honnalora recently joined Coldspring as a regional Sales Manager, serving the states of North Carolina, Virginia and Eastern Tennessee. She is a graduate of Indiana State University with a degree in Sales and Marketing. With a family background in the funeral industry and her own years in professional ministry, Honnalora has helped families through the grieving process and encourages ways for permanent memorialization. Throughout her sales career, she has earned several prestigious sales awards demonstrating her effectiveness as a manager, leader, and trainer. Her dedication to the need for permanent memorialization is based upon her belief that every person dies twice – once when they pass away, and the second time being the last time someone whispers their name. With that in mind, Honnalora brings a strong sense of business acumen and death care industry related experience to her sales process including, business development, sales leadership and sales training. She drives world class value added solutions supporting all avenues of permanent memorialization including bronze and granite memorials, Private Estates®, Community Mausoleums, Columbaria, and cemetery Construction related sales.

Cost
Free for members and friends of MBNA.


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What is an MBUniversity Webinar?
A MBUniversity Webinar is a live, interactive 60-minute conference presented over the telephone and over the Internet. You can attend from any location that has telephone and Internet access. You pay just one registration fee for as many participants as you wish at each call/log-in location.

Note that high-speed Internet access is not mandatory – the system works with dial-up but you must have separate connections for the audio and video portions if you wish to listen and watch simultaneously. You may use cell phones for the audio if you have only one connection or if you must be away from a computer for the webinar.

Who presents at an MBUniversity Webinar?
Your webinar will have one or more speakers who are recognized experts on the topic. Conferences typically include a Q&A session; you can ask questions by phone or instant messaging options.

CEU Credits
The MBNA Certification Program was developed as a result of a three-year study program by some of the industry's most recognized leaders. It raises the professional standards to those engaged in the memorialization industry and awards the top level of competence and ethical conduct. The MBNA Certified Memorialist® (CM) designation is the highest honor of professional achievement available in the memorial industry. Certification is awarded to individuals, not a firm as a whole. Both Members and non-members of MBNA can apply to become a CM.

Requirements to earn the “Certified Memorialist”® designation under the MBNA Certification Program are divided between successful completion of the examination, which is based upon material in the Certification Manual, and the accumulation of points awarded for participation in the specific activities listed below. To achieve initial certification, a minimum of 50 points must be accumulated; individuals have a maximum of 5 years immediately preceding application for certification during which to accumulate the required points.

To maintain the “Certified Memorialist”® designation under the MBNA Certification Program, an individual must earn a minimum of 30 points in these categories over a period of 3 years. Recertification must be made 3 years from the last designated certification.

This program has been approved for one Continuing Education Unit (CEU) towards initial or recertification as a CM®.What does my registration include?
Your registration includes long-distance charges for the audio portion and log-in to the video presentation. Once logged in, all handouts are downloadable prior to the start of the webinar. MBUniversity webinars also include one hour/unit of Continuing Education.

Why MBUniversity Webinars?

Fast.
No wasted time. Get right to the heart of the matter in a 60-minute session designed to easily fit into your busy schedule.

Convenient.
No airlines. No travel. No time out of the office. Listen and follow along from the comfort and convenience of your desk or conference room.

Easy.
A telephone and computer are all the equipment you need. Just dial in and log-in to the system. That's it.

Ideal for multiple attendees.
Use a speakerphone and projector and invite as many people as you want to participate - at no extra cost to you.

Affordable.
MBUniversity Webinars are a fraction of the cost of travel and attendance fees for other high-priced conferences or seminars.