Ten years ago, making funeral arrangements was much simpler. Then, general practice was to simply follow what had been previously for past funerals conducted within the family. While this made the family's decision-making process easier, too often the funeral lacked personalization and as a result felt sterile and cold. Recognizing that this type of funeral service was not meeting customer needs, we at Sanctuarium sought to help our customers create a personalized tribute that celebrates the life of the deceased and preserves cherished memories.
Our goal is that no two funerals would be identical, just as no two persons are identical. since creating personalized tribute requires more involvement than simply following the trend of past funerals, we recognized that families would need more assistance and service. We provide this by letting our Family Service coordinators spend more time helping the bereaved families, providing more options to create a truly personalized funeral services on top of employing especially created memorabilia which include printed materials and video production.
Our objective is to educate the family as to what is possible and then let the family's creativity take over. We believe this is perhaps the main reason as to what makes Sanctuarium different and we have invested heavily to deliver this objective.
Customers have responded enthusiastically to these new offerings resulting in increased customer satisfaction with our services and increased perception of value relative to our charges. Statistics aside, the feedbacks we get from families and friends tell us we are on the right track. "The tribute to the deceased was truly fitting - I don't know how it could have been better." That is what we like to hear, and there is evidence that personalized funeral services help families cope better with grief.
Excellent and Professional Staff
Many of the things that make us different are possible due to our being the most modern funeral home and affordable memorial service provider. While many good things come to pass, the challenge is to deliver consistently outstanding service to our clients every day of the year. In delivering our service to a family, it would be common for the family to interact with a dozen or more of our employees, so the quality of our Staff is paramount and considered to be our most valuable asset.
A funeral is an event that involves proper execution of a great number of details, with no oportunity to "do it over again". Flawless execution allows the family to relax and focus on celebrating the life of the decedent. Our management philosophy aimed at having excellent Staff is as follows:
Attract the best and the brightest in our business, those that truly have a heart to serve others;
Retain our Staff by treating them well as we desire for them to treat you as our family;
Give them autonomy to serve you in the best manner possible, having access to the resources of the firm as if they were an owner;
Recognize and reward their hard work and dedication towards serving you.
The result of this is that we are confident we have the best Embalming and Preparation Staff, aimed at caring for the human remains of the decedent in a most competent manner. Many customers have commented on the quality of our body preparation. We believe we have the best Family Service Coordinators in the country today, who are allowed to take time to deliver personalized service knowing that providing this level of funeral service will take more time and effort. Many of our customers have commented on the caring and personal service provided by our Family Service Coordinators. And, we believe we have the best Support Staff, from the employees that answer our phones to those that deliver flowers, drive cars and greet those entering our facilities. To take any of their contributions for granted would be a mistake because it is only as a result of the smooth delivery of many small things that our service is judged excellent. Ninety-five per cent (95%) of our customers rate the quality of our services as Excellent, but our culture dictates that we desire to continuously improve.
Our Business Practices
Simply put, we aim to treat our customers like we wish to be treated when we are the customer - which is fairly and with the customer's best interests in mind. Sometimes, when dealing with companies that provide us services, we are disappointed when we are not treated as well as we seek to be treat our customers. You probably can cite a few examples in which you received poor service, but you won't find that to be the case here with us at Sanctuarium. The quality of our service determines our future and fair equitable treatment while putting our customer's interests first is the cornerstone of our service philosophy.
Our desire is to offer facilities convenient to where you live, work or worship.
Equally important to where the funeral home is located are the features of the facilities designed to deliver our services. Five-star hotel amenities and ambience, 4-level secured parking, handicap access, spacious lobbies on all floors, scenic elevator and escalators, audio/video archive and a library, designated smoking areas and state of the art sound systems are examples of the facility features that we offer. If the facility meets your needs, you won't notice it because it is doing its part in providing our services. If something is deficient, however, you notice it immediately and it can be very distracting.
In designing, maintaining and improving our facilities, our goal is that these would support and enhance the overall quality of our service.
Value For The Money
Are we the funeral home offering the lowest published prices? No. Do we seek to be the funeral service provider offering the lowest published prices? No. So, why would Sanctuarium be the best choice for value?
When you pay our service charge, we work to serve you and your best interests, with no hidden agenda. When you seek a provider of service offering the lowest published prices, you will generally receive the kind of service you paid for and moreover, will usually not have the provider serving with your best interests in mind. Customers in this scenario have to beware of bait and switch where the bait is the low price, with the switch coming in form of adding this and that to your bill so that your total expenditure is nowhere near what you expected. If value is your biggest concern, then we welcome comparing the quality of our facilities, services and caring Staff to any provider you wish to consider. After an apple to apple comparison, there will be no doubt in your mind as to who provides the best value. And, we back this up with our No Regrets Service Feedback.
Any business needs to be profitable to survive, and we set our prices to allow us to be profitable and to invest in maintaining our business. With prices set in this manner, we have no reason to have a hidden agenda and this fact combined with our philosophy regarding how we treat customers means that we are working for your best interests and nor our own. Competently meeting your needs at a fair price you approved ahead of time is how we aim to deliver high value for the amount you decide to spend. Also, despite our desire to provide only the best quality service, we can deliver funerals at a price to meet your budget.
No Regrets Service
Our prices are fair and represent a good value for what you receive. Our Staff are kind, considerate, compassionate, understanding and knowledgeable. Our facilities are modern and well maintained. Using these resources, we wish to exceed your expectations of the services you request.
Sanctuarium provides a wide selection of funeral merchandise to meet the personalized needs of all families:
Hardwood caskets along with caskets of bronze, copper and steel offer a wide selection and price range to choose from. Our Casket Selection Room offers each family privacy to make their selection;
Our Merchandise Selection Room provides samples of imported and other local urns for each family to preview and select from;
Our Staff can assist with floral tributes from family and friends. A wide variety of selections are available that can be displayed at the service, ceremony or visitation;
A variety of Memorial Registry Books, Service Folders and Acknowledgement Cards are available that can reflect the life and interests of the deceased.