How to Track Funeral Home Prearrangements and Pre-Need Sales
Pre-need arrangements are tomorrow's revenue and today's most valuable relationships. Learn how to track, nurture, and fulfill pre-need contracts systematically.
When a funeral director retired, the new owner found 127 pre-need arrangements in a locked filing cabinet—no tracking system, no follow-up schedule, no way to contact families. Estimated lost revenue from abandoned pre-need opportunities: $85,000+.
Why Pre-Need Tracking Matters
Pre-need arrangements represent your most valuable customers: people who trust you years before they need your services. Yet most funeral homes track pre-need poorly or not at all.
The Business Case for Pre-Need Tracking
Revenue Stability
Pre-need sales create predictable future revenue and smooth irregular cash flow from at-need services.
Family Relationships
Pre-need clients become long-term relationships. They refer friends, family, and update arrangements over time.
Higher Conversion
Pre-need consultations have 60-70% conversion rates vs. cold leads at 10-20%. Tracking follow-ups is crucial.
The Pre-Need Lifecycle: What to Track
Pre-need isn't a single transaction—it's a years-long relationship with multiple stages. Each stage requires different tracking and follow-up.
Stage 1: Inquiry
Someone expresses interest in pre-planning. Could be a phone call, website form, walk-in, or referral from existing client.
Track:
- • Contact information and preferred communication method
- • How they heard about you (referral source)
- • Initial inquiry date and details
- • Appointment scheduling status
- • Follow-up reminders (3 days, 1 week, 2 weeks)
Stage 2: Consultation
In-person or virtual meeting to discuss preferences, options, and pricing. Critical stage for conversion.
Track:
- • Consultation date and attendees
- • Service preferences discussed (burial/cremation, location, etc.)
- • Estimated pricing and package interest
- • Objections or concerns raised
- • Next steps and follow-up plan
Stage 3: Contract Signed
Agreement is signed, payment plan established. Now you're responsible for fulfilling these arrangements—possibly years in the future.
Track:
- • Complete contract details and preferences
- • Funding mechanism (insurance, trust, payment plan)
- • Payment schedule and status
- • Annual review dates
- • Updates or changes to arrangements
Stage 4: Active Contract Maintenance
Years between signing and fulfillment. Requires ongoing contact, annual reviews, and relationship nurturing.
Track:
- • Annual contact/review completion
- • Address and contact information updates
- • Next-of-kin contact updates
- • Preference modifications over time
- • Birthday/holiday outreach
Stage 5: Fulfillment
The time comes to fulfill the pre-need arrangement. This is when all your tracking and documentation pays off.
Track:
- • Pre-need contract linked to at-need case
- • Verification that preferences are still current
- • Funding/payment status (fully paid?)
- • Execution of all documented preferences
- • Family satisfaction with pre-need process
Common Pre-Need Tracking Failures (And How to Prevent Them)
Lost Follow-Up Opportunities
Someone inquires, you send information, then... nothing. No follow-up system means 60% of leads are never contacted again.
Solution: Automated follow-up reminders at 3 days, 7 days, 14 days, and 30 days after initial inquiry.
Forgotten Pre-Need Contracts
Pre-need contract signed 10 years ago. When the person passes, staff can't find the contract or don't know it exists.
Solution: Centralized pre-need database searchable by name, DOB, or contact info. Flag at-need intake with pre-need check.
Outdated Contact Information
Person moves, changes phone number. Years later, you can't reach them or their family when needed.
Solution: Annual review calls/mailers to verify contact info and update preferences. Track last contact date.
Payment Plan Lapses
Client stops paying on payment plan but you don't notice for months. Contract becomes unfunded or legally complicated.
Solution: Automatic alerts when payment is missed. Proper accounts receivable tracking ensures contact within 10 days of missed payment.
Building Your Pre-Need Tracking System
Whether you use a spreadsheet or dedicated software, your pre-need tracking system must answer these questions instantly:
Essential Pre-Need Tracking Fields
Contact & Relationship Info:
- • Full name, DOB, contact details
- • How they heard about you
- • Spouse/partner information
- • Next-of-kin contacts
- • Preferred communication method
Financial Tracking:
- • Contract value and date signed
- • Funding method (insurance, trust, plan)
- • Payment schedule and status
- • Amount paid vs. amount owed
- • Policy numbers/trust account info
Arrangement Details:
- • Service type preferences
- • Disposition choice (burial/cremation)
- • Cemetery/location selections
- • Merchandise choices
- • Special requests or instructions
Follow-Up & Maintenance:
- • Last contact date
- • Next scheduled follow-up
- • Annual review completion
- • Updates or changes made
- • Notes from all interactions
The Pre-Need Follow-Up Calendar
Recommended Follow-Up Schedule:
Pro tip: Use communication templates to streamline your pre-need follow-up process and maintain consistent, professional contact with prospects.
Sacred Grounds includes complete pre-need tracking with automatic follow-up reminders, payment monitoring, annual review schedules, and instant pre-need lookup when families call. Never lose track of a pre-need arrangement again.
Free version for up to 3 users • Complete pre-need tracking • No credit card required
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