Keynote Speaker: A Retirement Hobby gone bad 

Pic Picot - Owner and Founder of Pic's Peanut Butter 

Pic Picot moved from Auckland to Nelson in 1993. His widely varied career included leather work, furniture making, a gift ware company, boat building and voyaging around the pacific, a restaurant, a charter boat directory and a sailing school before becoming a peanut butter maker. Shortly after the opening of Peanut Butter World in 2019 he wrote an autobiography paying tribute to the remarkable New Zealanders he has known, worked with and loved. These days he spends much of his time at Marahau on the edge of the  Abel Tasman National Park, with occasional forays to Peanut Butter World and guest spots at New Zealand and overseas Food Shows.

ABSTRACT: 

Pic Picot retired from teaching sailing at 55, and enrolled in a creative writing course. He retained a small laundromat behind his office at the Nelson Marina to keep him in pocket money. When forced to close the laundromat, he began selling peanut butter at the Nelson Market. Today Pic's Peanut Butter World produces 25,000 jars of peanut butter a day, and at 72, Pic is having another crack at retiring. He is looking forward to sharing his story with us at our conference in February.

Looking after the living, while respecting the deceased

SPEAKER:  Gavin Murphy, General Manager Invocare

Gavin is a highly respected funeral director, manager and former President of the Association. A passionate supporter of the Association and it’s values and standards, Gavin also now leads the Invocare NZ group of funeral homes.

Abstract:
While respecting the deceased is fundamental to the role of a funeral director, equally important is respecting the health and well-being of the living.
Over the last two years, Invocare has implemented a suite of mortuary upgrades, and health and safety process changes across their business to better meet funeral home obligations under the Health and Safety at Work Act 2015. Invocare NZ General Manager, Gavin Murphy will share their journey, explaining the key changes they identified, the resources and support they called on to implement them and the staff change management process necessary to ensure better compliance.

Complaint Resolution: Effective Communication and Response Strategies

SPEAKER:  Financial Services Complaints Ltd (FSCL) 

 

The Financial Services Complaints Ltd are an independent not-for-profit Ombudsman Dispute Resolution Service. They resolve complaints about financial service providers. They are free for consumers. They resolve complaints fairly and share lessons learnt.

ABSTRACT:
Managing complaints with compassion and professionalism is crucial for maintaining a funeral home's reputation and trustworthiness. This session will equip you with the skills to handle complaints empathetically and uphold service excellence.

Key topics include:

  • Understanding complaints: Recognize why people complain and how to identify a complaint.
  • Risks of ignoring complaints: Understand the dangers to your business of not addressing complaints.
  • Effective response strategies: Best practices for taking ownership and resolving complaints swiftly and empathetically.
  • Crafting thoughtful responses: Techniques for effective verbal and written communication, avoiding defensiveness.
  • Dealing with challenging behaviour: Managing difficult individuals professionally and empathetically.
  • Case studies: Real-life examples of successful complaint resolution and lessons learned.

Content Marketing Mastery:  authentic digital connections in the funeral industry

SPEAKER:  Lisa Garrud, Content Director, MasterJack Marketing

Lisa is a seasoned marketing professional with 28 years of industry experience, including a decade of specialised focus in content marketing. As the Content Director of MasterJack Marketing, Lisa brings a wealth of knowledge and a unique perspective to the field of digital engagement and brand storytelling. With a diverse background spanning sales, graphic design, and workflow management, Lisa has successfully run multiple businesses, giving her a comprehensive understanding of both the operational and strategic aspects of marketing.

ABSTRACT:

In today's digital age, you have a unique opportunity to connect with your communities through thoughtful, value-driven content marketing. We’ll learn about developing a distinctive brand voice that resonates with your audience across multiple digital platforms. We'll also learn how to create content that provides genuine value, fostering trust and connection. We'll explore strategies for repurposing content across various channels to maximise impact and how to leverage AI tools for content creation with an authentic voice.

Personal Style Workshop: Tips, tricks and rules for being suitably styled

SPEAKER:  Christine Hobby, Style Coach, Style and Shine Ltd

A proud Cantabrian by heart, Christine has always had a deep passion for style and creativity. Now based in Nelson/Richmond, she runs her business, Style and Shine Ltd, where she loves helping people highlight their unique features and downplay others, allowing their true personality to shine through.

With a background in the corporate world, Christine has long been fascinated by how people perceive and present themselves, both consciously and subconsciously. She believes that small changes can make a significant difference not just in appearance but in how one feels about themselves.

As an accredited Style Coach and a member of the International Association of Style Coaches, she brings expertise and a personalised touch to every client she works with.

ABSTRACT:
A fun, informative and interactive Personal Style Workshop designed to help you enhance your professional and personal image. This workshop covers a wide range of topics to ensure you present yourself confidently and suitably in any situation. Discover what your clothes say about you from a perception perspective and learn the essentials of professionalism, including posture, confidence, eye contact, and personal grooming. Dive into the specifics of dressing for different body shapes, with tailored advice for both men and women. Explore the nuances of office attire, client visits, and service attire, with style ideas to help you make the best impression. Learn how to express your individuality within uniform guidelines, making it easier for others to relate to you.

Get Onboard - The Merchandising Excellence Express

SPEAKER:  Peter MacLeod, ACC Higgins

Peter joined Melbourne-based funeral company Tobin Brothers in 1986 and has enjoyed a successful and diverse career covering funeral directing, marketing, merchandising, training and general management.

In 2002, Peter was appointed as Managing Director of Amalgamated Casket Company (ACC Higgins). Under his leadership, the company has grown from one factory in Victoria to five nationwide (WA, Queensland, SA and NSW). Key to this growth is the merchandising expertise and support that ACC Higgins provides to funeral directors.

MBA qualified, Peter was the inaugural recipient of the Chipper Scholarship (now AFDA scholarship). Peter is an alumni of Leadership Victoria and he is also a graduate of the Australian Institute of Company Directors.

ABSTRACT:

Peter will take you on an imaginary train ride to a rural property in Victoria, Australia. Along the journey, Peter will share with you merchandising initiatives that will enhance your skills and assist you in improving your customer’s experience.

This light-hearted ride will equip you with practical and proven ideas to motivate your staff and ultimately enhance your business…while introducing you to a few of the more interesting creatures – including cockatoos, border collies and brown snakes – you may encounter on your merchandising journey.