Q&A
SANDRA
CLARK
Describe the most stressful situation you have had at work. How did
you handle the situation?
The most stressful situation is when a family loses a loved one and
they believe they have a good insurance policy. This belief is usually
created by an insurance agent that did not inform them of all or some
of the problems that might happen when a loved one dies during the
‘contestable period’ of the policy. It’s very difficult to explain this to a
family. In the past I have shown them that this clause is written in the
policy and it states that the insurance company has the right to check
the deceased’s medical history up to the past 10 years. Also, I’ve had
to call the insurance company on speakerphone so the family can
hear this with their own ears. After this, usually the family gets upset
with the Insurance Agent for not being up front with them.
vice. How would you resolve the conflict?
We resolve it with excellent customer service. In my funeral home, the
family is always right, even if they are wrong. We always strive to make
them feel like they are priority. That is one of our main goals at Sandra
Clark Funeral Home.
What demographics does your business typically cater to?
I am comfortable with all demographics. But, I must say I love working
with our Ethiopian and Nigerian families.
Tell me about a situation when you were able to have a positive influence on another person or group of people.
What does excellent customer service mean to you in this industry?
Funeral Service is my Passion. It all began 38 years ago. After I
became a single mom of 4 children, I was determined to be the
‘Queen of Funeral Service.’ I prayed and asked God for strength and
guidance. My faith and instincts have carried me for all these years,
so customer satisfaction is very important to me. I believe this is why I
have a great deal of repeat business.
A lot of young ladies admire me for the length of time I’ve been in this
business, and they ask me what my secret is. I tell them to always
keep their word and do a great dependable job.
Describe a time that you went above and beyond when consoling
someone.
I had a family that lost thre