Real success never ends, it evolves and grows.
At Graystone, we view success as a continuum.
That’s why we developed a solution that is continuous, supportive and data-driven. All of which is centered around the talented people you employ.
The Graystone solution is whole-business, sequential and customized to the specific needs of each client. Graystone’s unique, hand-on approach of holding our clients accountable — in a supportive way — drives the continuum forward.
Analysis leads to insight. Insight leads to action. Action leads to growth. Growth leads to renewed analysis; raising-the-bar and fueling further growth. And so it continues.
Serving as the foundation, the Graystone solution is made up of these three interdependent pillars:
“Sytsema Funeral Homes, Inc. would not be where we are today had we not made the decision to partner with Graystone. Their assistance in high level business advising, staff training and development, and insight in the profession is unmatched. We look at Graystone as part of our family and team, and appreciate their continual support in all aspects of our business.”
— Scott Sytsema, Sytsema Funeral Homes, Inc.
Advice & Management
where strategy turns into action
Graystone puts good ideas to work. We advise, support and encourage behavior that results in positive business outcomes. Our clients are held accountable, with a recurring structure of hands-on support.
GROWTH — Targeted goals that are financially focused.
ANALYSIS — Applying performance data, and aligning it to business goals.
INSIGHT — Derived from deep profession expertise, combined with specific client need, creating advice that is truly helpful.
ACTION — Plans created and executed, with accountability measures, to drive successful achievement.
benefits include:
Supportive accountability
Keeping our clients on track for goal achievement requires regular communication, check-ins, and tools to stay the course. Each client receives an Account Manager, dedicated to their complete and total support.
All-included access
Access to the Graystone team is all-included through our our straight-forward fee structure. We do not bill a la carte for phone calls, small project work, emails, etc. Clients can depend on Graystone for regular communication, in every form that it takes.
Collaboration with Graystone firms
Graystone clients gain access to a world of support and wisdom among the best-of-the-best in funeral service. Including: peer group access, best practices, round table learning, international and regional summit meetings.
Advisory services for future planning, succession or sale
When the time comes to plan for the transition to the next generation, business partner, or sale of the business all together, Graystone’s expertise can help clients prepare for, manage through and complete this process with a positive outcome.
Market exclusivity
The advantages Graystone provides our clients creates a distinct and clear edge over the competition. We want to protect that edge for you, in your local marketplace. That's why we offer market exclusivity for our clients.
“Working with Graystone has given me specific focus on what matters the most, our families!
Graystone has provided me with ways to help our staff deliver exceptional service — through targeted training and support to them, and holding me as an owner accountable to my staff. Graystone is more than a consultant, but a true partner, and is making our funeral home successful.”
— Jon Leavitt, Leavitt Funeral Services and Crematory
Data Analytics
numbers you can really count on
Graystone clients always know where they stand.
From customer satisfaction rates, to talent and leadership performance, as well as business operational and financial performance. Clarity gained through Graystone data analytics gives our clients security in knowing exactly how to move forward, and why.
GROWTH — Measured and tracked through financial reporting, performance and customer experience.
ANALYSIS — Careful analysis focused on outcomes, not process. Conducted by humans who know your business, not robots.
INSIGHT — Strategies and growth opportunities emerge through this critical stage in the continuum.
ACTION — Plans are all data-driven, with data as an integral basis to every action going forward.
benefits include:
Best-in-class customer survey data
The customer experience data Graystone supplies to our clients comes from customer survey responses supplied by Funeral Service Research Group®.
Surveys are conducted for each client, and sent along with analysis monthly. Our response rate is more than 40% (four times the average rate).
Knowing the quality of experience perceived by the families our clients serve is critical to driving improvement.
It’s proven time, and again, with Graystone clients, that when customer satisfaction rates improve, so does financial performance.
Analysis and strategic application
Data that is used —not just monitored— is what makes it valuable.
Every point of data is individually reviewed and analyzed by our team of experts, personally.
This allows the Graystone team to deliver insight and convert data into strategic action.
Graystone Account Managers review
customer experience data
revenue results
performance metrics
Reviews are conducted on a monthly, quarterly and annual cycle to track progress and identify opportunities.
Access to Graystone-only exclusive tools
Caliper® Employee and leadership talent analysis to maximize human resource and talent acquisition efforts.
Graystone Opportunity Plan® Performance-based financial reward system that’s fair and equitable for all of the talent on staff, provided every calculation period.
Graystone Greats® Peer benchmarking to compare customer experience analytics among top-performing firms.
Graystone Revenue Tracker® Detailed service and merchandise performance, identifying opportunity.
Funeral Service Research Group® Provides customer experience analytics, based on customer surveys.
“The performance compensation plan has allowed us to tie employee compensation to results based on objective and quantifiable customer feedback and reward directors who have achieved higher than the target sales. The result is the whole staff working together as a team to make sure every family is served in the best possible manner.”
—Kathy Desmond Barr, A.J. Desmond & Sons
Learning & Development
invest in your most valuable asset
Graystone clients already have the talent. It’s our role to develop that talent and increase capability. We help our clients create an environment for talent to excel — and perform at full potential. With a breadth of offerings, Graystone’s learning curriculum is made up of innovative courses, and is customized and aligned specifically to targeted business outcomes.
GROWTH — Develop skills and techniques that improve customer experiences, boost morale, and unify leadership.
ANALYSIS — Data analytics serve as an objective spotlight, revealing areas of improvement needed. Learning goals become specific and tangible, gaining buy-in from all involved.
INSIGHT — An innovative curriculum with more than 20 modules, using trademarked terms and techniques, specific to funeral. Our trainer/coaches are licensed Funeral Directors — connecting with your team because, “We’ve been there.”
ACTION — With newly gained capability, teams are ready to perform at an exceptional level of service for customers and families served, and is consistent and repeatable.
benefits include:
Professional development focused on business outcomes
Graystone’s learning curriculum aligns seamlessly with our client’s business strategy.
Whether it's directives for developing new skills, refining existing processes, or communicating more effectively among the leadership level — all aspects of our curriculum tie directly to business goals.
Connecting the dots between learning and financial reward is key to the Graystone Solution. As a result, both staff and leadership can see data proving that learning sessions lead to increased performance and financial gain.
The Cycle of Excellence® and other innovative content
The Cycle of Excellence® maps out a model of providing excellent service to families, while extending the value of the firm’s brand.
Our curriculum is designed to provide a framework that contributes to improved communication, teamwork and culture, as well as a shared language among teams — all the while making the process repeatable and consistent.
Content is designed as modules that are based on foundational elements, and customizable for client’s specific needs and demands of their talent.
The Cycle of Excellence® is just one of 23 trademarks awarded to Graystone by the U. S. Patent Office.
Graystone trainer/coaches earn trust
Graystone’s full-time trainer/coaches are experts in the profession of funeral service. We’ve “been there,” and our wide ranging experience is one of Graystone’s greatest benefits.
The in-person professional development sessions result in a unique relationship between Graystone and our clients’ teams. As a result:
A strong trust is formed and allows for an openness to accept feedback.
Classrooms turn into an environment for communication, driving collaborative learning and strengthening overall company culture.
New ideas and problem solving is most effectively achieved during these in-person sessions.
