Chamber Awards: making a personal connection while growing in the funeral business earns H.E. Turner Business of the Year
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Photo by Howard Owens
NOTE: This is the seventh of seven stories The Batavian will publish today and tomorrow (Friday and Saturday) about this year's Chamber of Commerce award winners. The awards will be presented on Saturday evening at Batavia Downs. Tickets are still available for the event.
Steve Johnson clearly remembered the time he was working with a family whose loved one had died when his professional role as a funeral director became very personal.
His own father died during that time. He continued to carry out that family’s requests. There were two days of calling hours, and another director walked in carrying a card. Johnson wondered why he didn’t just put it into the box with the others, but instead, the card was handed to Johnson.
“He said, ‘you should read it now.’ It was a sympathy card from the other family,” a teary-eyed Johnson said during an interview at H.E. Turner in Batavia. “Every time I see her, I get a huge hug. We really do start to become friends. It’s kind of nice to have a personal relationship with them. I think fundamentally, losing Dad made me a better funeral director.”
It’s stories like that — likely hundreds of them over the years — stories of how something like a funeral business can forge bonds, deeper understandings, insight, and friendships well past when the casket has closed.
Those relationships and related service are what have earned H.E. Turner, the oldest continuously operator-owned business in Genesee County, the Chamber of Commerce Business of the Year Award, to be presented Saturday evening at Batavia Downs.
Turner was founded 115 years ago and continues today with owners Johnson, Justin Calarco-Smith and Joshua Smith.
While family clients will always see the directors impeccably dressed and ready to serve the varied requests — which have included wearing a particular jeans-and-shirt outfit and putting certain candy atop the casket —these guys might be hustling around in their socks with no shoes on vacuuming and prepping the West Main Street site for the next set of calling hours.
They don’t want anything to be askew or troubling for the family, even when that might mean nervously waiting for an urn to arrive when it wasn’t delivered as promised or having a company switch the top and bottom of a casket with another on-site so that they match perfectly for the order.
“It has to be perfect, 100% of the time,” Johnson said. “We have high expectations; we cannot overstate our expectations.”
Unlike his two colleagues, Johnson is a first-generation funeral director who has known he wanted to get involved in this industry since he was a teen. He watched how a director handled the death of his grandpa — in a way that was “dignified and healing” — and that clinched the deal.
“I knew this is what I was going to do with my life,” said Johnson, who has been at this for 18 years full-time. “It’s strange to say this career path is rewarding given what we’re doing here, but it is rewarding because our most fundamental job is to facilitate grief. It used to be the reverend or the reverend clergy who facilitated the grief, and now, with the emergence of people falling away from church, we are the keepers of the rituals. So, our most fundamental task when a family comes to us is to facilitate grief.
“The family who, believe it or not, only spent three days with you, maybe they don’t remember any of it,” Johnson said. “But the next time they have a need, they don’t just pick up the phone and call Turner’s; they pick up the phone and call Steve, and that is very rewarding.”
Former owner Jim Smith died in August 2023 and transferred ownership to his two sons, Justin and Josh, along with trusted friend and employee Randy McIntire, who has since transferred his interest to Johnson.
Similar to Johnson’s personal experience with the death of a loved one, Justin said that it altered his perspective of the process.
“I have a better understanding now when they’re sitting over there, across the desk, on the other side of the table, in dealing with other families and going forward,” he said.
When Justin graduated from high school and went to Geneseo State College, he had no intentions to return to the area or get involved in his father’s business. Then, a guy named Bob Bailey asked what his dad did for a living, and he told him.
“He said, ‘Didn't you ever consider doing this?’ I said no. He said, ‘I think you'd be good at it.’ I called my dad from college. I said, ‘I’m thinking about wanting to enter the business. What do you think about that?” he said. “And this was in my spring semester, my freshman year. And so I came home over college break during Christmas, and I worked my first funeral; the rest is kind of history. I worked the winter break of 1991, came home after my freshman year and worked here for him part-time. And then I also worked at Darien Lake that summer. And then, from that point forward, this is the only job I've ever had.”
He didn’t want to get too cliche but he really does feel as though it was a calling — a profession and passion meant for him now for more than 28 years.
“I think this job was chosen for me,” he said. “I generally love what I do. I enjoy getting up and coming to work most mornings … Every day has been unique and different around here. Because the basic principle of what we do is that we help people at their absolute lowest, darkest, worst times and we’re able to kind of allow them to take steps forward in their grief journey.”
Back to the rewards — it’s about allowing families to move through that process and then be able to just breathe and talk after all of those funeral arrangements are done, Josh said. Yes, it’s about forming a connection with a little something extra.
“Whether you see this family member six months or six years after the service, they remember something. They come give you a hug. They come give you a handshake. I like the conversations with families after calling hours or a funeral ends when you can just talk. They talk about the day, they talk about the week,” he said. “You kind of get them away from the business side of it, where we're sitting across making arrangements, and just get to know them, get to know a little bit more about their family. They ask you about yours. It's the relationships that you develop with these people that's very, very rewarding. I keep on saying that it is the handshake or the hugs you get at the end of the day that make it worth it.”
The H.E. Turner story began in January of 1910, when Harry Ernest Turner, a native of Clarendon, and Harry D. Bartlett of Holley bought the Williamson Furniture and Undertaking Store.
The furniture and funeral combination wasn’t unusual at the time. Historians believe early furniture stores carried coffins and other funeral accessories, which made them a natural link to the funeral business.
Turner, who worked 10 years in a furniture store in Holley before purchasing the Batavia store, published a weekly newspaper, The Holley Standard, as a sideline. Bartlett served as Orleans County Clerk in the early 1900s, and the pair also had a joint interest in stores in Byron and Holley, which they sold a few years after they came to Batavia.
H.E. Turner & Co. was operated at 111 Main St., the former Newberry Building, until 1921, when it was moved to the Cary Mansion at 211 East Main St. Fourteen years later, the firm moved to the Bean Mansion at 403 East Main St., where it remains today.
In August 2023, Turner’s owners completed a deal with T.J. Woodward to take on Gilmartin Funeral Home & Cremation Company, Inc., leaving Woodward in place as funeral director at Gilmartin and others to retain their roles at Eaton-Watson and Marley funeral homes as part of the deal. Turner also owns Robinson and Hackemer Funeral Home in Warsaw.
Owners of H.E. Turner & Co., Inc. Funeral Home was named as a Selected Independent Funeral Homes member in October 2024, an honor that “lets all prospective customers know who they can trust,” Johnson had said at the time.
It would seem as though the Chamber’s selection committee agrees.