'Walking the walk' of good, reputable service earns Selected Independent distinction
Photo by Howard Owens
Owners of H.E. Turner & Co., Inc. Funeral Home already knew they were committed to the business and taking care of customers, and being named as a Selected Independent Funeral Homes member has solidified their belief that “we don’t just talk the talk; we walk the walk,” co-owner Steven Johnson says.
While the honor may seem to place a narrow focus on the world of morticians and their industry, this is something that lets all prospective customers know who they can trust, Johnson said.
“I think why it's important to them is that our invitation to join Selected and Independent, and it truly is by invitation only sort of association, our membership can give the community that we serve, the families that we serve, the confidence that we are truly a cut above your average everyday run-of-the-mill funeral home,” Johnson said during an interview with The Batavian Friday. “We had to submit ourselves to background checks to be considered for applicant or for membership. So they did a background check on us, plus on our business, and only firms that are known and proven to be reputable are invited to join. And I think that that is something that the community certainly should appreciate, given what has happened in this community in the past.”
Selected Independent Funeral Homes was founded in 1917 as the world’s oldest and largest association of independently owned funeral homes. It has 399 members across the country and 474 members internationally. All members are expected to operate according to specific standards and best practices to provide the public with reliable, high-quality funeral services and funeral-related information.
The Batavian asked Johnson and fellow owners Justin Calarco-Smith and Joshua Smith why the general public would care about this achievement, and all three pointed to the importance of being acknowledged for not only being successful in the industry but also for the role that Turner plays in its own backyard.
“In a world where a lot of family-run independent businesses, not even funeral homes, are being swallowed up by conglomerates and by people that don't really have any stake in the communities that they serve, I think it makes a difference for the public to know that it's still Steve, Joshua and Justin, no matter what number of rooftops that we own, it's still the three of us that own and operate this business on a daily basis, and we are the ones who decide how much money and where to divide all the money, you know, putting money back into the communities and into different organizations,” Calarco-Smith said. “You know, it doesn't go into somebody's pocket in Texas or Florida or California. Everything that we make stays sort of locally. And we do, we give a substantial amount of money back to our communities.”
As a local business, Turner constantly gets asked for contributions to nonprofits, and the typical response has been yes, whether it’s Genesee Cancer Assistance or Crossroads House or Gateway Home or others, Johnson said. That may not be the direct reason for this privilege of being named to Selected Independent; however, he said there is a strong connection between this newly named member and the community.
“Just like Justin said, we're not just taking people's money and then sending all of it to Houston, wherever, and so that's important because we're independent, and Justin, Josh and I are the owners, we do have a vested interest in our community, and so we want the community to trust us, which is also another reason why this is important,” Johnson said.
So what does this achievement actually mean? Turner was thoroughly reviewed for a background check of its business records, social media and online presence, and family satisfaction ratings, Johnson said. Every one of those 474 members gave a vote of yes to make the company a member of Selected Independent, and one vote would have hampered it from doing so. Membership is by invitation only and extended only after that review of character, service, performance and the facilities pass professional muster.
In turn, part of this membership means that Turner has taken a vow to abide by a Code of Good Practice, which is a set of principles for funeral homes to be transparent about pricing, functions, services, and responsibilities; to provide charges in writing and make no additions without prior approval of the customer; be fair and accurate, respect all faiths, creeds and customs; maintain qualified and competent staff, complete facilities and suitable equipment required for a comprehensive funeral service; be responsive to the needs of the financially strained; comply with federal trade regulations; and, perhaps most importantly, pledge to conduct themselves “in such a manner as to deserve the public trust.”
Selected Independent Executive Director and CEO Robert Paterkiewicz welcomed Turner to the association, emphasizing that affiliation with this membership is an honor “because of the high standards of funeral service required to receive an invitation to become a member.”
“As independently owned and operated firms, our members are truly in their communities,” he said. “H.E. Turner & Co., Inc. Funeral Home, like all our members, takes seriously their responsibility and dedication to providing the best possible funeral service to their friends and neighbors.”
Since he learned about this membership last month, Calarco-Smith has felt validated as a professional in a time-honored, long-running family business that his father, the late Jim Smith, proudly worked in and earned a similar membership for, he said.
“For me personally, is the solidification of knowing that we are still doing the right things and taking the right steps. Our dad was a member of the same organization. It had a different moniker back in the early 90s, and it was important to him because it garnered a lot of the ideas we still implement today, almost. You know, 30 years after his initial call into membership, I'd like to think that whatever we can gain from the group, we can in ways, give back to our public,” he said. “As far as helping our public out more, helping our families out more, offering more. You know, if there's different ways that we can continue to help our community and our families, that's why this is very important to me.
“At the end of the day, this is what it’s all about; it’s all about family and community,” he said. “And this community, if you will, of the group that we just were elected into, that’s a sense of community there, and if we can take what we garner and learn therefrom that community and give it back to the people that we see on a daily basis, only good or positive can come from that.”
Johnson added that meetings are not just about paying dues and showing up for attendance, but about involvement in active discussions and brainstorming for future use.
“I walked away from here with 30 different ideas of ways that we could better serve our community. Now, are we going to do all of them? No, but it’s an open, free-sharing, honest conversation amongst peers who specifically are not competitors. And so, back when it was National Selected Morticians, Jim (Smith’s) study group is what gave us the idea for our annual service of prayer and remembrance. And so now I hope that the study group that I was fortunate to be asked to join while I was in Florida a couple of weeks ago will feed something else that really will continue to put us apart so that we can better serve the community.”
Johnson believes that offshoots from that study group will eventually be implemented here to further benefit and strengthen the grieving process and serve the needs of families and individuals.
All three owners are humbled and honored for the designation, they said. Joshua Smith added that “it shows that the time and effort that we put in, we know it here and we see it here from everybody.”
“It's nice to see that it's recognized by others who have the same approach and the same ideas as far as what, why you're doing, what you do, why you spend time to get to develop relationships with the people that you meet,” Smith said. “We always try and we do the best, but having others recognize that from miles and miles away is a real honor.”
