Leading Outward How to not hate your customers.
Jul 1, 2025
In this discussion, Daren Forbes, a seasoned funeral director with nearly 40 years of experience, shares insights alongside Dr. Steve Jackson, a dedicated physician. They dive into the emotional toll of caregiving, discussing how to combat feelings of exhaustion and resentment. Forbes recounts transformative stories that reveal the power of empathy and connection when serving grieving families. They stress the importance of fostering an outward mindset, reducing burnout through team support, and unlocking creativity even in the toughest times.
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Seeing Customers as People
- We often see people we serve as objects, especially when exhausted or overwhelmed.
- Shifting from an inward to an outward mindset helps us see others as people, not obstacles.
Funeral Recital Healing Power
- Daren Forbes shared a story about a grieving family whose mother was a piano teacher.
- He arranged a piano recital to honor her, transforming the family's grieving process.
Reframe Story to Engage
- When you feel resentment, reframe your story to include others' realities.
- Correct your mindset by adding others' needs alongside your own before engaging sincerely.