Do Funeral Homes Need WOOO?

In the latest episode of The Wonder of WOOO podcast, Ed Howie and Darryl Zavodny explore a unique and thought-provoking question: Do funeral homes need WOOO? While the discussion focuses on the funeral services industry, the lessons are universal: empathy, intentionality, and understanding customer needs can transform any business.

What is WOOO?

WOOO stands for Winning Others Over and Over. Unlike the fleeting impact of a single transaction, WOOO emphasizes creating lasting impressions and building enduring customer relationships. It’s about going beyond the basics to deliver exceptional experiences that resonate emotionally.

As Ed explains:
“It’s easy to win others over once. But to do it repeatedly? That requires intention, processes, and skills.”

This principle applies universally, from personal relationships to workplace interactions and customer service.

Why Every Business Needs WOOO

The episode begins with a seemingly niche question but reveals a universal truth: every business needs WOOO. Whether it’s a restaurant, an insurance agency, or a funeral home, customers value care, empathy, and attentiveness.

Ed emphasizes:
“If you don’t WOOO your customers, someone else will.”

Darryl shares a personal story of losing his father and navigating the funeral planning process. The overwhelming nature of grief, compounded by transactional and disorganized services, highlighted a significant gap in the industry: a lack of intentionality and empathy.

Funeral homes operate in a unique context, where customers are at their most vulnerable. Yet, many fail to approach their services with the care and sensitivity required. This diminishes the customer experience and misses an opportunity to build trust and loyalty.

The Role of Empathy in Business

Empathy is central to WOOO. It’s the

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The Power of Empathy: Why Every Business Needs WOOO

In the latest episode of The Wonder of WOOO podcast, Ed Howie and Darryl Zavodny tackle a thought-provoking question: Do funeral homes need WOOO? While the focus is on the funeral industry, the lessons are universal—empathy, intentionality, and understanding customer needs can transform any business.

Why Every Business Needs WOOO

The discussion starts with a seemingly niche topic but reveals a universal truth: every business needs WOOO. Whether you’re running a restaurant, an insurance agency, or a funeral home, customers value care, empathy, and attentiveness.

As Ed emphasizes:
“If you don’t WOOO your customers, someone else will.”

Darryl shares a deeply personal story about losing his father and the overwhelming process of funeral planning. Grief compounded by disorganized, transactional services highlighted a gap in the industry—a lack of intentionality and empathy.

Funeral homes work with customers at their most vulnerable moments. Yet, many fail to deliver the care and sensitivity required. This diminishes the customer experience and misses opportunities to build trust and loyalty.

The Role of Empathy in Business

Empathy is central to WOOO. It’s about understanding and responding to customers’ needs, even when they are unspoken.

For example, Darryl described his ideal funeral service provider as one who would anticipate his family’s needs, streamline decision-making, and offer meaningful options with care and compassion.

Ed shared his own funeral home experience, where moments of empathy stood out. Paying extra to have his parents’ ashes transported by the funeral home relieved his family of the emotional burden of handling it themselves. That attention to detail created trust and peace of mind.

Empathy isn’t just for emotionally charged industries like funerals. Every business, regardless of product or service, can elevate customer experiences by anticipating needs and fostering genuine connections.

Practical Ways to WOOO Customers

1. Understand the Emotional State of Your Customers

Not every customer is in emotional turmoil, but every customer has unique challenges. Taking the time to understand their state of mind elevates the experience.

2. Anticipate Needs

The best businesses don’t wait for customers to ask for help. Proactively offering solutions—whether it’s topping off a water glass in a restaurant or streamlining funeral planning—makes a lasting impression.

3. Systematize Empathy

Empathy can be institutionalized. Empower employees to solve customer problems creatively or train teams to offer personalized service consistently.

4. Acknowledge the Entire Customer Journey

Every interaction with your brand—from marketing to post-sale support—shapes the customer’s overall experience. Cohesion across these touchpoints builds trust and reinforces your commitment to excellence.

The Cascading Effect of WOOO

Consistently delivering exceptional service has a cascading effect. Customers who feel valued share positive experiences, creating brand advocates and driving loyalty.

Conversely, neglecting WOOO—or as Ed and Darryl humorously call it, delivering “poo”—has a ripple effect, tarnishing trust and reputation. Businesses that fail to show care risk losing customers and damaging their brand.

Transforming the Funeral Industry—and Beyond

The funeral industry offers a powerful example of how WOOO can redefine customer experiences. Darryl envisions a “Better Grief” platform—similar to how The Knot revolutionized wedding planning—to help families navigate the complexities of funerals with empathy and intentionality.

But these lessons go far beyond funerals. Every business can benefit from adopting empathy as a core value. Ed’s words resonate:
“We don’t always know what our customers are going through, but we can still choose to show up for them with care and intention.”

Final Thoughts: The Call to WOOO

The message is clear: every business has an opportunity—and a responsibility—to WOOO its customers. Whether in hospitality, retail, or professional services, approaching work with empathy and intention makes a profound impact.

The funeral industry may be an extreme example, but the principles of WOOO apply universally. Understanding your customers’ needs, anticipating their expectations, and delivering meaningful experiences build loyalty and transform lives.

As Ed and Darryl remind us: Everyone wants WOOO. When businesses embrace this mindset, they don’t just scale profitably—they make the world a kinder, better place.