City Press met the Mabindisas at one of their offices in Dube, Soweto, to discover how they have made a success of the business of death.He took over the running of the family business 12 years ago.Vuyo was raised in a family where no one had a formal job, but his uncle ran a funeral parlour that had been established by his grandmother in 1967.
“It was bad,” recalls Vuyo. “I would do five funerals in eight months. I would open here and the whole week no one would come in.”These days, Vuyo’s Funeral Services caters for funeral as well as financial services, offering funeral cover.It is the latter aspect that saved the business, Vuyo says. Among the changes the couple had to implement were: opening more branches that dealt specifically with sales; introducing a seamless administration regime that required less paperwork and relied more on software; and no longer accepting cash deposits – this being a stumbling block for the elderly, who have traditionally always paid their premiums in cash.
Vuyo says that because the policies usually comprise multiple covers for each client, recruiting the right people is key, as is offering excellent customer service. Since the business has been able to recruit – and retain – skilled staff, the next step has been to professionalise its processes. This has led to the outsourcing of some human resources capabilities.
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