Interview with Steve Turner Owner – Funeral Director – Walker Mortuary, Freeport, Illinois
Funeral Director, President and Owner of Walker Mortuary, Steve Turner constantly searches for ways to reach out to his community. Building a service oriented web site is a logical choice in the progression of his business. We asked Steve about his experience with Beyond Indigo.
Q: Steve, you have been in the industry for a long time now, why did you choose Beyond Indigo as your web site developer?
A: “It was very simple really; it was their honest approach that really sold me from the very first phone call. When Kelly called to talk with our Pre-Planning Counselor she told me that she was a vendor right off the bat – a direct and straightforward approach. She and our Pre-Planning counselor eventually spoke, and convinced me that because we are so service oriented that we needed to see how Beyond Indigo’s grieving support tools can take us to the next level so that we stand out in the market place. We are committed to reaching out to people, and we feel that providing a method of immediate communication for people gives them the satisfaction they need. We see results in our business as well.
Q: As a business owner you have used a lot of traditional methods to market your business. Not too many other funeral homes use web sites as a marketing tool. Why did you make the leap?
A: “It’s true, there is a place for traditional marketing, like direct mail pieces, local print media, TV, but we needed something more. We really know our demographics. Our customers are a group that is Internet savvy. I had to face that. Right away I could see that Beyond Indigo understood the consumer side of things. Beyond Indigo knows how to reach the general public, and make a difference in their lives. It’s not what I want on the site, rather it’s what our families want. A while ago we interviewed our local clergy and asked them about our then, current site. Their feedback provided me with enough information that I knew I had to make a change. Our former site was confusing, and I wanted to make sure that people could easily navigate through the site, and find support tools that would help them through a difficult time. Beyond Indigo provides that and more”.
Q: What has the building process been like for you?
A: “Kelly was able, without delay, to add some simple pages to our then current site. We immediately got very positive feedback from our families about the Memorial and Guestbook pages. It’s a way for people to be in touch, especially if other family members are out of town or, live as far away as the other side of the ocean. Being connected to your loved ones when someone in the family dies is especially important. Then Kelly’s team went about rebuilding the site completely. They have made our site more comprehensive, user friendly, and interactive.”
Q: I understand that you pride yourself on your outstanding service – by going above and beyond the call of duty. How has the web site been able to assist in your mission of the “never stop helping” philosophy?
A: “I’m pretty slow to change; sometimes I just “don’t get it”. It takes me awhile to come around to new ways of thinking. When our Pre-Planning Counselor sat down with me and showed me how this was a natural extension of our service philosophy, I listened. I had never given much thought to the Internet, and how it would impact my business until recently. It has become imperative that we embrace new ways of communicating and staying in touch with people. As a business owner I am constantly searching for ways, however reticent I might be to the change, to reach our families. And when they are grieving it’s not enough to just provide a good service. There is no place in our organization where ‘cookie cutter’ is allowed. It just doesn’t work anymore. We have become a society of people that not only wants instant results — they demand it. Beyond Indigo is not just a web developer, they are much more than that. Beyond Indigo, provides a way for people to reach others, and find healing through their “Light a Candle” program, one year of grief support newsletters, buddy programs, inspirational stories and much more on their web site. I could see how the tools would be a great benefit to our families”.
Q: What else impressed you about Beyond Indigo?
A: “Beyond Indigo really understands the grieving process, what happens to people when they lose someone, and how to address the issues of loss, anger, and desperation. They are willing to approach the whole industry with candor and forthrightness; they are willing to talk about the somewhat ‘taboo subject’ like death and dying, planning for the inevitable, and how we face that. Beyond Indigo has developed programs that make a real difference for grieving people. We as funeral directors need to face the fact that we cannot just provide good services, we need to meet and exceed our families expectations, and the way that we do that is through new insightful and meaningful ways of support. Beyond Indigo is ahead of the game. They really know the process, and if we are to stay ahead of the game then we better learn about this, and find a way to integrate it into our business culture. Using the Internet and building a website is our future, our Guestbook and Memorials pages provides real comfort to grieving families. It’s a BIG help”.
Q: What word best describes your feelings about working with Beyond Indigo?
A: “Trust. I trust the experts at Beyond Indigo. They have in effect saved me from myself. I know nothing about web development. I realize that when it comes to gig-o-bites, page hits, and ‘www.anything’ I have no clue. It really pays to let experienced compassionate professionals do the job. I certainly could not have done it. They have the ability to see the big picture and are always mindful of me, their client. They treat me with respect and understand our families almost better than I do. Thank goodness, I know when to let go, and let professionals do their work, in this case especially; it’s just been a really good thing”.
Q: Would you recommended Beyond Indigo to others considering the “web site” option?
A: “Absolutely, I have, and will continue to do so with enthusiasm. Their attention to detail, their outside the box thinking, their courage to talk about our industry in a simple and truthful way, combined with their energy and willingness to build a cohesive site, has far exceeded my expectations. Their philosophy to go beyond the usual service plan just happens to mirror our vision. You could say it was a meeting of the minds.”