Aftercare & Reviews
Care does not end at the graveside. Aftercare sends a small number of well-timed, personal follow-ups after the service: a check-in, help with the paperwork that follows a death, and, when the moment is right, an invitation to leave a review. Every message is in your firm voice, and staff approve it before it goes out.
Aftercare reads from the case, so timing is measured from the service date and the family you actually served. Nothing sends without staff approval.
When the service is complete, FuneralHQ builds a follow-up plan for the family contact on the case, using the dates and names already on the record. Nothing is guessed and nothing is imported from a list.
A director reads each message in the queue, edits the wording, changes the timing, or removes it entirely. Approval is the default, not an option you have to turn on.
The first message is a short note asking how the family is doing, with an offer to help. It does not sell anything and it does not ask for anything.
A later message offers practical help: additional certified copies of the death certificate, questions about estate and benefits paperwork, and local grief support resources.
Only after the earlier touches, and only for families who responded well, the sequence offers a direct link to leave a review on your Google Business Profile. If a family asks not to be contacted, nothing further sends.
Aftercare is judged by what it refuses to do as much as by what it sends.
Choose the interval for each message, measured from the service date rather than from a campaign start. A firm that prefers a longer gap before any review request simply sets a longer gap.
Example Check-in at three weeks, paperwork help at six, review invitation at ten.
One click pauses the whole sequence for a single family, and the pause holds until someone deliberately lifts it. Difficult cases, a complaint, or a director judgment call are all reasons to stop.
Templates are written to sound like your firm, not like software. You edit them once, and staff can still adjust any individual message before it sends.
If a family asks not to be contacted, the record is marked and every future aftercare message is suppressed. Nothing overrides that flag.
Example A do-not-contact family stays out of every sequence, permanently.
The review invitation carries a direct link to your Google Business Profile so a family who wants to write something is not hunting for where to do it.
When a family replies asking about planning ahead for themselves, that reply is flagged on the case for a director to pick up. Aftercare is how a firm quietly builds a preneed pipeline from people who already trust it.
No. Aftercare sends a small number of individually timed messages to one family at a time, drawn from that family case, and a staff member approves each one before it goes out.
Yes. One click pauses the entire sequence for that family, and it stays paused until someone lifts it. A family marked do-not-contact is excluded from every sequence permanently.
They should not. Templates are written in your firm voice, you edit them to match how your directors actually speak, and staff can adjust any individual message before sending.
Only after the earlier check-in messages, on the interval you set. You control the timing, and you can remove the review invitation from the sequence entirely.
The invitation links directly to your Google Business Profile. Families write and post the review themselves, and neither you nor FuneralHQ writes or edits it.
Yes. Reporting shows sequences sent, families paused, replies received, review invitations delivered, and reviews generated over the period, alongside preneed inquiries flagged for follow-up.
In 20 minutes we build a follow-up sequence from a sample case, in your wording, and show the approval queue and reporting.
