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ICCFA Fall Management Conference
October 3 - 6, 2007
Palm Springs, California
Fantasy Springs Resort & Casino
Program Chair:
Keenan Knopke, CCFE
President and CEO,
Curlew Hills Cemetery, Crematory and Funeral Home,
Palm Harbor, Florida
Download a registration form
To make hotel reservations, call the Fantasy Springs Resort & Casino at 1.800.827.2946. Identify yourself as an attendee of the ICCFA Conference to receive the group rate.
Thank you, sponsors!
Fall Conference Speakers
Program Schedule
Wednesday, October 3, 2007
6:30 p.m. - 7:30 p.m.
Welcome Reception
Thursday, October 4, 2007
8:00 - 8:15 a.m.
Welcome & Coffee: Program Chair Keenan Knopke, CCFE
8:15 - 9:15 a.m.
General Session Keynote
Strategic Planning: Making It Work
David K. Aaker, ACE, IOM
Strategic planning is one of the largest spokes in the wheel of progress for businesses and boards of directors. There is more to it than simply building a plan and setting dates. In this program, David Aaker will cover communication, leadership, ethics and how to make a good meeting a great meeting. You'll learn:
- Who should attend a strategic planning session
- What to expect from your directors, committees and participants
- How to have key participants bring their strategic thinking to the planning session
- Building an agenda that invites participation
- Risks and rewards
In addition, you will take home to your staff a copy of David's CD, "The Top Ten Golden Nuggets of Customer Service."
9:25 - 10:25 a.m.
General Session Panel Discussion
Dare to Diversify: Going Beyond Your Core Services and Revenues
Allen L. Dave Jr.; Vincent L. Faccinto, CCFE; Thomas M. Flynn; John R. Flynn
For years, people have been saying cemeteries, crematories and funeral homes need to get "outside the box." But how do you do that?
You'll hear from a panel of owners and executives who are enhancing both their service to families and their revenue streams by diversifying their businesses. They'll offer their insights on how to take the first steps to:
- Start up a pet cemetery, crematory or funeral service operation
- Offer catering services at your facilities
- Turn funeral and burial services into events
- Partner with local businesses to expand your product and service offerings, such as floral arrangements
- And more
10:30 a.m. - 3:30 p.m.
Spouse/Guest Tour
Tickets available on registration form
Don't miss this exclusive tour of Plaza Robergé, set on the desert's world-famous El Paseo.
Out of Denise Robergé's extraordinary vision and creativity is born a masterpiece of space, light and works of art from the world over. This art complex contains a jewelry store, art gallery, sculpture gardens and breathtaking penthouses. You'll participate in an extraordinary walking tour of the Robergé Gallery and Penthouse as your guide discusses the unique art objects, ironwork ceilings, exotic wood floors and handmade furnishings.
Following the tour, you'll lunch at the neighboring Augusta Restaurant, where exceptional cuisine, art and architecture combine to create an unforgettable festival for the senses. Finally, you'll cap off your trip with an afternoon of shopping along El Paseo, known as the "Rodeo Drive of the Desert."
10:35 - 11:25 a.m.
Facilitated Small Group Discussion
We'll break into smaller groups to examine the morning's topics in greater detail. How can the concepts presented be applied successfully at your location? For the past two years, attendees have told us that these discussions are the best parts of the Fall Conference and that we need to provide more opportunities to speak with and learn from each other. As a result, we've expanded this portion of the program to a full 50 minutes, giving you an even greater opportunity to share your challenges and successes and to learn from the "best of the best" who come to this event.
1:30 - 3:30 p.m.
Tour of Forest Lawn - Cathedral City
Take a short bus ride to visit the newest addition to Forest Lawn Memorial Parks and Mortuaries. This stunning, state-of-the-art location has a unique merchandising room, tranquil reflecting pool and beautiful 3,000-square-foot Ramon Chapel, as well as a wide selection of memorial property for both cremation and traditional burial.
6:30 - 7:30 p.m.
Networking Reception
Friday, October 5, 2007
7:45 a.m. - 8:00 a.m.
Coffee
8:00 - 9:00 a.m.
General Session Keynote
"Radar On - Antenna Up..." Fulfilling Customers' Unexpressed Wishes
Brian Grubb
Find out how to "Put on The Ritz" for your client families. A member of the Ritz-Carlton Leadership Center will share how Ritz supervisors and managers create exceptional memories through consistently applying the performance management cycle.
Geared especially toward companies that deal with customers who are used to the best of everything and are hard to "wow," this session covers:
- Legendary service does not have to cost a lot of money
- The three steps of service
- Olympics—gold vs. silver
- Radar on and antenna up
- Fulfilling unexpressed wishes
- Wow stories
- Happy customers do spend more money
- Loyalty leads to forgiveness
- Tips to connect
- Consistency is key
- Ordinary people doing ordinary things extraordinarily well
9:10-10:10 a.m.
General Session Panel Discussion
Legal & Regulatory Review: The Times, They Are a Changin'
2007 is shaping up to be a year of challenges for cemeteries and funeral homes. The good news/bad news events and how they can affect your business will be discussed by members of the Government and Legal Affairs Committee. Learn about the latest court rulings, proposed and enacted legislation/regulations, and a look ahead by industry specialists.
10:20-11:10 a.m.
Facilitated Small Group Discussion
11:45 a.m. - 6:00 p.m.
ICCFA Fall Management Golf Tournament
Ticket required
We'll head over to the Classic Club, home of the Bob Hope Chrysler Classic and one of the top courses in the world. Golfers will receive a boxed lunch at the course. The buses will leave promptly at 11:45 a.m. to ensure our tee time.
Friday Evening
On Your Own
Enjoy the many sights and sounds of Fantasy Springs and the surrounding Coachella Valley
Saturday, October 6, 2007
8:00 - 8:15 a.m.
Coffee
8:15 - 9:15 a.m.
General Session Keynote
Marketing: The 10,000-Foot View
Stephen Roe
How do you know what consumers in your market want and need? How do you differentiate your company from the competition? How do you differentiate the high-end from the low-end products and services you provide, and how do you communicate those differentiations? How do you ensure your messages - your scripts, direct mail, advertising - truly resonate in your community?
Join Steve Roe as he explores the "10,000-foot view," a marketing concept that is being employed successfully in many industries and has great potential application for cemetery, cremation and funeral service professionals. Discover how adapting and adopting it can take your marketing programs to the next level.
9:25 - 10:25 a.m.
General Session Panel Discussion
Bringing in Outside Talent
D.F. "Duffy" Swan and Jason Widing
Hiring employees from outside the cemetery and funeral service profession can bring an infusion of fresh ideas and talent to your company. In this session, you'll hear from two individuals who have experience recruiting managers and sales counselors. Where do you go to find outside talent? What qualities do you look for when recruiting? How do you introduce these new hires to our business?
10:35-11:25 a.m.
Facilitated Small Group Discussion
6:30-7:30 p.m.
Closing Reception
For more information, call the ICCFA Meetings Department
at 1.800.645.7700
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