Scottsdale, AZ –Johnson Consulting Group (JCG) announced the recipients of the JCG 2024 Excellence in Customer Service Awards, powered by J3Tech Solutions.

The Awards were presented to JCG client funeral homes who achieved the highest Total Value Index Score from family satisfaction surveys sent to each family they served during 2024. The Total Value Index is a calculation of the weighted sum of the Overall Performance Score, the Net Promoter Score and the “value of the price paid for goods and service” question. The Overall Performance Score is a calculation of eighteen independent questions that measure results in four areas: 1) Initial Contact, 2) Arranging Director, 3) Facilities and Vehicles, 4) Staff and Services Provided.

The JCG client funeral homes are divided into three categories based on call volume. Award recipients achieved the highest levels of customer satisfaction among the 576 funeral homes that were eligible in 2024.

On behalf of Johnson Consulting Group, we want to congratulate the following winners:

Category One: 24-150 Surveys Sent

• Coastal Cremations and Funeral Care – Jacksonville
• Care Funeral & Cremation Service – Moundsville
• Garrett-Sykes Funeral Service – Ahoskie Chapel
• Walker Brothers Funeral Home – Spencerport
• Halls of Waldoboro
• Foley-Cook New Day Cremation and Funeral Care
• Miles-Sterling Funeral & Tribute Center
• Wells Funeral Home – Canton
• Goodlettsville
• Alexander
• Baue O’Fallon Funeral Home
• Riemann – Biloxi
• Opatovsky Funeral Home – Dempster Chapel
• Aria – Irving
• Weigel Funeral Home

Category Two: 151-300 Surveys Sent

• Mountain View Cremation & Funeral Care
• Verne Wood Funeral Home
• Billow Funeral Homes & Crematory – Fairlawn Chapel
• Buonfiglio Funeral Home
• Jersey Memorial Group, Old Bridge
• E. Pike Funeral Home
• Harper & Lucas Funerals & Cremations
• Alpine Funeral Home
• West Funeral Home
• Meyer Brothers Colonial Chapel
• Chancellor Funeral Home – Florence
• Smith & Buckner Funeral Home
• Posey Funeral Directors
• Biggers Funeral Home
• Aria – Northwest Hwy

Category Three: 300+ Surveys Sent

• Cremation Society of Virginia – Southside Chapel
• Cremation Society of Virginia – Peninsula Chapel
• Simply Cremation
• Fremont Chapel of the Roses
• Hansen Chapel
• Heartland Funeral Home – Early
• Lynch & Sons Funeral Directors Walled Lake
• Menke Funeral & Cremation Center
• Miles Funeral Home
• Ott & Lee – Brandon
• Horan & McConaty – Wadsworth
• Roper & Sons Funeral Services
• Thomas McAfee Funeral Homes & Cremation Center – Downtown Chapel
• Thomas McAfee Funeral Homes – Northwest Chapel
• Whitney & Murphy Funeral Home
• Whitney & Murphy Funeral Home Bueler Mortuary

The JCG Performance Tracker X tool provides funeral homes and cemeteries timely, accurate measurements of customer service and sale performance.  The software offers comprehensive reporting that shows business owners what they are doing well and identifies the areas that need fine-tuning and improvements.

Johnson Consulting Group started its customer survey program in 2008. This large amount of survey data has proven invaluable to providing insight into customer needs and satisfaction. The company attributes the program’s growth based on its ability to offer the program with no contract to sign, a low monthly cost, and accessibility to its management professionals for interpretation and usefulness of the reports.

“With the commoditization of products and services in our society, providing an exceptionally high level of customer service is critical to differentiating us from our competition. At the average sale of a funeral today, the loss of even one family can have material impacts on a business and its value. The answer to continual improvement is to survey our customers, ask the difficult questions, ask for a review online, and recover when there’s an issue”, says Jake Johnson, President and CEO of Johnson Consulting Group.

For more information about Johnson Consulting Group or the Performance Tracker X tool, email info@johnsonconsulting.com or visit us at www.johnsonconsulting.com.

About Johnson Consulting Group

Johnson Consulting Group is committed to providing business solutions and tools to achieve increased performance, profitability, and success as one navigates the journey towards an exit strategy. Our expert services include Succession Planning, selling funeral homes and cemeteries, financing solutions, business coaching, accounting services, business performance analysis, customer survey program, Customer Experience workshops, incentive compensation plans and Leadership and Management training.

The post Johnson Consulting Group Announced the Recipients of the JCG 2024 Excellence in Customer Service Awards appeared first on Johnson Consulting Group.

A client of Johnson Consulting Group (JCG) sought to enhance profitability and the value of their business. With JCG’s guidance, the client implemented strategic operational and financial tools that significantly boosted their business value.

Challenges

Initially, the client’s business EBITDA was $2.6 million. However, the client recognized the opportunities for substantial growth and sustainability in their financial metrics to increase the business’s long-term value.

Solutions Implemented

The JCG team took a tailored approach, deploying internal tools and consulting methodologies to drive measurable improvements. Key steps included:

• Financial Analysis and Benchmarking: Conducted an in-depth business assessment and identified key areas to drive up profitability.
• Strategic Planning: Formulated a strategic plan focused on optimizing the workplace, reducing unnecessary costs, and enhancing revenue streams.
• Performance Tracking and Adjustment (JCG’s Survey and Sales Analysis Software): Implemented consistent performance tracking to ensure that every adjustment contributed positively to the client’s business profitability.

Results

The outcomes were notable:

• Enhanced EBITDA: The annual EBITDA improved from $2.6 million to $3.0 million, a 15.38% increase as a result of the solutions implemented.
• Increase in Business Value: Within this first phase of implementation, the client’s business value rose $3 million based on a conservative industry EBITDA multiple.

Conclusion

Through Johnson Consulting’s expertise and the deployment of targeted tools, the client achieved measurable growth and value. This case study exemplifies Johnson Consulting Group’s ability to deliver significant return on investment when compared to JCG’s costs to implement.

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The post Johnson Consulting Group Increases Client’s Value by $3 Million appeared first on Johnson Consulting Group.

In the early 1950s, the original owner retired and sold the firm to a new owner who has continued to be part of this special community providing guidance and actively serving families ever since.

The Situation

This owner knew selling was in his future, but also knew there were a few things that needed to be taken care of before he went down that road, the first being getting his finances on track and organized. His initial engagement was with JCG’s accounting services where he worked with their experts to help manage his expenses.

This owner also had some issues internally that required addressing before he could sell. He used J3Tech’s Performance Tracker X to get a true look at his business so he could clearly see what areas needed improvement.

When it was time to start down the path of selling, the owner reached out to JCG for their brokerage services. It was important that whoever the new buyer was would understand the role they played in their community and would continue that legacy. They also of course wanted top dollar for their business, and needed a team that would negotiate professionally and advocate for their best interest at all costs.

After learning all of this critical information about the owner, firm and community, it was time for the JCG team to determine the full valuation for their firm.

The initial valuation of this firm was between 4.4M – 4.8M before working with JCG in 2019.

To determine Starting Value, JCG used the following criteria:

• Thorough analysis of their past, present and projected sales
• Detailed market assessment including demographic trends
• Detailed study of historical death trends for their market
• Analysis of all critical and non-critical assets
• Thorough review of minimizing taxes
• A thorough study of their payroll, compared to profession standards
• A review of purchase structures before going to market
• Review of their financial statements to determine future projected cash flow
• Inventory and excess acreage needs for their businesses
• Consideration and discussion of life after the deal
• Review to ensure successful retirement.

By the end of 2021 after working with JCG’s business consultants and accounting team, this firm’s value increased to between $6-$6.5M.

The Solution

This firm got the benefits of working with JCG’s experienced brokerage team. This meant having a custom marketing package put together with the exact information that would get buyers attention and interest to maximize value that is above and beyond what a seller could achieve on their own.

JCG worked to get this firm in front of multiple buyers under a structured and confidential process. The result of this process combined with the prior work generated an extraordinary offer well above their initial valuation.

Final Purchase Price: $7.3 Million Dollars

The Results = Increased Value

This client was able to increase their profitability with the help of JCG’s experienced consultants, accounting team, as well as utilizing the Performance Tracker X software. This allowed the client to be set up to get top dollar when they were ready to sell.

By taking the needed steps guided by JCG, this client was able to get an offer that was over $3 million over their initial valuation in a final purchase offer!

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The post How A Family-Owned Funeral Home Got 3 Million Over Initial Valuation Using JCG’s Brokerage Team appeared first on Johnson Consulting Group.