There’s a reason why they call our industry “funeral SERVICE”. And it’s because your families’ customer experience is at the center of your business. It’s true, great customer service has always been and will always be one of the most important competitive advantages for any funeral home.

After all, without happy customers, you don’t have much of a business. And without much of a business… well, you get the point.

If you want to offer a family experience that’s better than ever before, get inspired with these 25 quotes on great customer service from the world’s best and brightest leaders from around the world: 

1. “Here is a simple but powerful rule: Always give people more than what they expect to get.”

– Nelson Boswell

2. “There is only one boss. The customer. And he can fire everybody in the company… simply by spending his money somewhere else.”

– Sam Walton, Founder of Wal-Mart

3. “We are what we repeatedly do. Excellence, then, is not a single act, but a habit.”

– Aristotle

4. “Make a customer, not a sale.”

– Katherine Barchetti

5. “Truth builds trust.” 

– Marilyn Suttle


6. “Your most unhappy customers are your greatest source of learning.”

7. “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.”

– Jeff Bezos

8. “Well done is better than well said.”

– Benjamin Franklin

9. “Always do more than is required of you.”

– George Patton

10. Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.

– Ross Perot

11. “There are no traffic jams along the extra mile.”

12. “When the customers comes first, the customer will last.”

– Robert Half

13. “Customers don’t expect you to be perfect. They DO expect you to fix things when they go wrong.”

14. “One customer well taken care of could be more valuable than $10,000 worth of advertising.”

– Jim Rohn

15. “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.”

– Richard Branson

16. “Do what you do so well that they will want to see it again and bring their friends.”

– Walt Disney

17. “Customer satisfaction is worthless. Customer loyalty is priceless.”

– Jeffrey Gitomer

18. “Every great business is built on friendship.”

– JC Penney

19. “A man without a smiling face must not open a shop.”

– Chinese Proverb

20. “Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”

21. “If you’re not serving the customer, your job is to be serving someone who is.”

– Jan Carlzon

22. “The customer’s perception is your reality.”

– Kate Zabriskie

23. “Unless you have 100% customer satisfaction, you must improve.”

– Horst Schulz

24. “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.”

– Jeff Bezos

25. “When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: If the customer were here, what would she say?”

– Dharmesh Shah

How does your funeral home go above and beyond to offer an amazing family customer experience? Tell us in the comments below!