First Impressions:

When Answering a Call with Kindness and Compassion is Important


By Sue Cunningham-Milito

When someone calls Arsulowicz Brothers Mortuary to report the death of a loved one, the after-hours operator answering from Cunningham Communications understands how important it is to speak with kindness and compassion.

“As a rule, people are calling us at a difficult time in their lives,” says Steve Arsulowicz, whose family started their Grand Rapids business in 1938.

“They may be calling from their home, a hospital, a nursing home, a long-term care facility, or a hospice. The caller wants us to respond in a timely manner, or, to come at a specific time so family can be with a loved one.

How they handle our callers is very important, we expect the callers to be treated with respect and compassion. The Cunningham operators do that very well. I often hear from families that the person in the office was very helpful.”

A business that has served its community for 83 years understands the value of personalized service. Arsulowicz Brothers Mortuary has been a Cunningham Communications client for 25 years.

Steve Arsulowicz says, “We went with Cunningham Communications because my brother had a relationship with Mr. Cunningham, that brought us together. We have evolved through the years and they have always done a great job.”

“We receive calls 24/7.  The Cunningham operator can reach us to respond to a home at which somebody passed away, when we have to go right out.”

Arsulowicz Brothers Mortuary has the expectation that the Cunningham Communications operator “is like an extension of our business.”

“I do like that when I speak to a family who called after hours and they tell me how well they were treated. It makes me feel good about the job they are doing.”