Freeman Brothers was first established in Horsham, West Sussex, in 1855. The company now has a further three offices across the county – in Billingshurst, Crawley and Hurstpierpoint – and continues to provide dedicated services for those in need. In 2023, the sixth generation of the Freeman family to work within the business joined as a full-time team member – Wilf Freeman reflects on his first year at Freeman Brothers…

I can’t quite believe it has been just over a year since I joined Freeman Brothers last October and it has certainly been a steep learning curve, but one that has been enjoyable, interesting and challenging, all in equal measure.  In anticipation of our Remembrance Service in December I have been reviewing some of my earlier arrangements and whilst the names are all so familiar I cannot grasp the passage of time that has gone by so quickly.

On that point, I have thoroughly enjoyed arrangements, a great opportunity to learn more about the Deceased persons, their life and also those that they leave behind. Funerals are a great expression of an individual’s personality, delivered through poems, hymns, eulogies and music choices during a service, to flower coffin sprays and bespoke coffin finishes. Families often ask, ‘What do other people do?’ I will always present what I have encountered previously and be as impartial as I can whilst highlighting that the final decision ultimately lies with the applicant. People are as unique in death as they are in life and there is certainly no one size fits all!  When I first started I was petrified of answering the phone for fear of not knowing what to say, but as with anything in life, practice makes perfect and I now thoroughly enjoy it.

Every day in the office presents new challenges and I have always been surprised by the strength and resilience that bereaved people have, not least because there are so many decisions that must be made prior to a funeral service, not to mention everything else that we do not get involved in when a death occurs. I take comfort in possessing the humility to acknowledge that my colleagues and I cannot take the pain away for those who are grieving, but that given the position of responsibility we have we can ensure that we will always offer support in any way possible.

At Freeman Brothers we try to ensure as much continuity as possible when undertaking funerals and I love to partake in all aspects, if possible, to give families / the applicant a familiar voice or face throughout their journey with us. This may begin with an initial phone call to one of our four offices, followed by liaison with the appropriate venue on their behalf, to making the funeral arrangements in person, concluding with bearing during the service or perhaps as chapel attendant if the service is to be held at Hills Cemetery as part of our Hills Chapel Package.

My tips for a new starter in the funeral industry;

• Always be open to learning, you will never know everything. If your colleagues who have been in the industry for some time are also saying this you know you’re in good company too!
• Expect the unexpected, you can never prepare for every eventuality but you can certainly overcome it with a great team of people around you
• Lean on colleagues when you need help as they will need you one way or another in time too
• If you don’t know the answer to a question, never guess. Ascertain the facts and revert back. Stakeholders at every point of the journey are always happier with informed facts than assumptions!
• Attend all industry related events even if you don’t think you will enjoy the opportunity. Case in point, the NAFD AGM 2024 for me was a personal highlight where I learned about emerging technologies that could be used to enhance the customer experience and the characteristics and expectations of Gen Z in the workplace. I will be attending the NAFD Autumn General Meeting and am excited for another day of learning.

Further to my blog post last year I am delighted to say that I now have a few pieces of music / artists that I would like to include at my funeral; Hans Zimmer, Jamie xx, Flatland Cavalry and Rodriguez Jr. though I am sure these will change again as my tastes do.

The amount that happens within a year really is incredible – whilst many assume that working as a funeral director is always about sadness, accounts such as this one prove that it is a far broader experience.