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THE

BULLETIN Vol. 13 [...1 No. 5 U October 1998

Once I'm Gone, Who'll Care? By Warren Chandler President, Doric

The concrete burial vault business, like most other businesses, continues to face change. The changes include own-ership, consolidations, customer base, family-to-family continuation, and the list goes on. Those vault businesses that don't adapt to change probably won't ex-ist for many more years.

The hardest change that most vault companies will face is the ability to handle family-to-family ownership. The generation now ready to take over fam-ily operations is better equipped than ever before. They are better educated, but with education comes wisdom, and with wisdom comes change. The next generation will work fewer hours and make more money than we did.

In the early days, most concrete burial vault businesses consisted of long hours, little benefits, and no guarantee of success. Baseball Hall of Famer, Satchel Paige once said, "Don't look back, they may be gaining on you." This statement is probably true for every busi-ness, especially for a competitive busi-ness like concrete burial vaults.

For a business that deals with a 100 percent customer base, the future is still very bright for those that prepare. Through hard work, product knowledge, service, and the ability to change, we can still make positive things happen!

Honor, Humility, and Virtue, along with Wisdom and Determination may keep our final epitaph from reading, "Once I'm gone, who cares?" Remem-ber, we, the people, make things happen. Good luck and happy continuation in the concrete burial vault business.

Last June during NCB VA's annual con-vention in St. Louis, I had the opportunity to conduct one of the breakout sessions. My topic was "Legal Review of Issues Affect-ing the Burial Vault Industry." In addition to my "smorgas-bord" of cer-tain case deci-sions, industry legal prob-lems, and sev-eral other hot topics, I re-viewed the business and legal problems facing indus-try in general including con-crete burial vault manufac-turers regard-ing the year 2000 problem or the "Millenium Bug."

At the board meeting concluding our an-nual convention, several board members in-dicated that they heard "cries of panic and apprehension" from participants attending

my session. Needless to say, such response indicated that at least the members of the au-dience were listening and are concerned about becoming what the computer industry calls "Y2K compliant." President

McQuestion then asked me if I would do a follow-up ar-ticle for The Bulletin regard-ing this issue.

Let me im-mediately offer a personal dis-claimer. I am not computer literate, yet. I do have a laptop com-puter and I am becoming more literate daily! The following

information is what I have gleaned from sev-eral sources.

In the early days of computers, because of the equipment's limited memory and high

see COMPUTERS, page 4

"In today's highly networked world.., virtually any system, from payroll, general ledger, electronic funds transfer and Internet applications to the software controlling an office security system are vulnerable to the year 2000 bug."

You'll Need More Than Repellant To Ward Off This Deadly Bug

By J. Scott Calkins, Esq. NCBVA Legal Counsel

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COM.>

October 1998 NCBVA BULLETIN 3

Expanding the market

Times Have Changed, Have You? By Paul E. Cooper Director, District 1

Since I began in the burial vault business in 1979 I have seen many dramatic changes in the way that I have had to do business. I come from a funeral director background and I look at the vault business a little different than some of you who have been in the business, some

maybe for the second, third or even the fourth generation. The days of being only in the vault business are gone. If you

maintained all of your current customer base and maybe even picked up some new customers you have the possibility of doing less business this year than last year. The reason I say that is that with the percent of cremation rising and with community mausoleums being built in great numbers, your market share will decrease. You can maintain the same quality of product and service and still do less vaults. If you do not realize this by now, your company is in real trouble.

Look at what is happening in your own community. Years ago you had the local drug store, the local meat market and the local hardware stores. But today we see Home Depot, CVS,

Franks Garden Centers, and Sam's Club food stores. The reason stores like this have popped up is because of their customer base. You used to have the father working and the mother at home taking care of the home and family. Mom had time to go to the local butcher store or local drug store and on weekends Dad had time to go to the local hardware store and the local garden center to shop. Today things are different. Both parents are working and sharing each other's duties. When they have things to buy, they want to go to one store for one-stop shopping.

Similarly, funeral service has changed from house funerals to viewing in funeral homes to funeral homes being owned by public companies. We have got to change with the times. You can not be only a vault company. You must be a funeral service supplier.

One of the answers is right in your office. Without an increase in staff and by changing warehouse space you can make up lost revenue dollars. Have you ever thought of selling other funeral service related products? You already have the customer base. You should already have a sales representative on the road calling on funeral homes. You are staying in a field that you are familiar with.

Some areas that you should consider are cremation urns, (if you are already not selling them you are in trouble.) cremation caskets, caskets, air trays, clothing, crucifixes, candles, light bulbs, and temporary grave markers. Another good idea is to go into the monument business even though this will take a lot more time than the others.

You can get set up with the suppliers of the items listed above very easy and if you are calling on your funeral homes what would it hurt if you showed your funeral directors some of the other things you have for sale. You can give the same quality service you do for vaults along with the other funeral supplies. Your funeral directors will appreciate it because then they only have to make one call to buy many of the things they need that previously would have taken many telephone calls.

In conclusion, please expand your market place but always keep the focus on customer service. Quality product and service are the two items that will make or break any business. Remember that no one knows your customer better than you and you will find that if you keep in the funeral service marketplace you can not go wrong.

Paul E. Cooper is president of Cooper Wilbert Vault Co., Inc. in Barrington, NJ. He is Director of District 1 for NCB VA

National Concrete Burial Vault Association, Inc.

926 Great Pond Drive Suite 1003 Altamonte Springs, Florida 32714

http://www.ncbva.org (800) 538-1423 Fax: (407) 774-6751

President Hugh McQuestion

Lakeshore Burial Vault Co., Inc. Brookfield, WI

President-Elect and District 5 Director

Warren Chandler Master Grave Services, Inc.

Bogart, GA

Secretary/Treasurer Timothy Brutsche

Brutsche Concrete Products Battle Creek, MI

Immediate Past President Jim Wiens

Doric Concrete Vaults, Inc. Newton, KS

Directors, District I Robert D. Brouse

Ringtown Wilbert Vault Works Ringtown, PA

Robert Hardy Hardy Doric, Inc. Chelmsford, MA

Directors, District 2 Warren Chandler

Master Grave Services, Inc. Bogart, GA

Dan Hicks Carlton Wilbert Vault, Inc.

Miami, FL

Directors, District 3 Bob DonateIli

Baumgardner Products Co. Akron, OH

Holly Baxter Bridgers Baxter Burial Vault Service

Cincinnati, OH

Directors, District 4 Timothy Brutsche

Brutsche Concrete Products Battle Creek, MI

Jack Swihart Saginaw Wilbert Vault Corp

Siginaw, MI

Director, District 5 Richard Cooper

Central Burial Vaults, Inc. Tulsa, OK

Executive Director Thomas A. Monahan, CAE

Certified Association Management Company Altamonte Springs, FL

Legal Counsel J. Scott Calkins

Calkins & Campbell Harrisburg, PA

4

NCBVA BULLETIN

October 1998

2000 COMPUTERS, from page 1

cost of electronic storage space, the century

was implied rather than explicitly stored. For

example, in most instances, Jan. 1, 1970 was

shortened to 01/01/70. As a result, without

corrective measures, software and hardware

not designed to work across centuries may

potentially malfunction on Jan. 1, 2000 for

a variety of reasons. Some computers may

interpret this

date as Jan. 1, 1900 or as a

negative num-

ber. Many ap-

plications

could produce

erroneous systems or

stop working

altogether. For

example, sev-eral experts

warn that personal computers built before April 1997 may have chips that will cause a

crash at midnight December 31, 1999.

What are some of the Y2K problems as-

sociated with computer usage. Examples in-

clude (1) disappearance of your customer

base on your existing software on Jan. 1,

2000. Normally, computers are programmed

to delete customers who do not purchase

your products or your services during a seven

year period, but with this millennium

problem your entire customer database may

disappear. (2)Apparently, Windows 95 is not

Y2K compliant, but can be remedied easily

by changing to four digits instead of the two. You may want to check compliance proce-

dures on their web site which is

www.ms.com/y2000 . (3) Computer systems that schedule patient appointments will ter-

minate. An example in Pennsylvania where

three hospitals and 75 clinics suffered a com-

puter system crash after someone tried to

type in an appointment for the year 2000.

Computer concerns for all businesses

will be custom software, billing and account-

ing programs, older PCs and database applications.

In essence, nearly any computer system

that processes dates is susceptible to year

2000 issues. Also vulnerable are systems that

exchange dates with other systems. Just be-

cause your software handles year 2000 dates

does not mean that the other guy's software

does. And if your system gets data from the

other guy's system, you have a year 2000

issue. In today's highly networked world, this

means that virtually any system, from payroll, general ledger, electronic funds

transfer and internet applications to the soft-

ware controlling an office security system

are vulnerable to the year 2000 bug.

Since my presentation last June, there

have been many articles in newspapers, in-dustry journals and publications, and even

commentary on C-Span and talk shows.

Other equipment machinery other than your

PCs and business computers, have computer

chips in them that are somehow related to

date and time for their operation. Examples

would be elevators, telephone systems,

heating and air conditioning units in large

buildings, and a myriad of other applications.

At my session, I mentioned that even pace-

makers are subject to crashing. I have since

learned that experts say that essential

medical devices such as pacemakers, won't fall prey to the millennium bug because they

are designed to function according to cardiac cycles not calendar dates. Neverthe-

less, health care providers are still bracing

for problems that may seriously hamper

many doctors and hospitals.

Recently we learned that a new tool (pos-

sibly a "silver bullet") to fix the year 2000 problem may be a break through that could

speed the government, banks, and large

companies toward a solution. The product

is Millennium Solution from the little known

Data Integrity, Inc. of Massachusetts. It re-

ceived its patent last June and already all of

the large banks in this country, as well as

overseas, and the US Interior Department

have signed on. The Federal Aviation Ad-

ministration is also testing this Solution.

Apparently, the product cuts the time to make

year 2000 fixes on some software by 80 per-

cent or more. While some experts are

saying that this new product is a "great find,"

it won't however, end the year 2000 bug. Mil-

lennium Solution doesn't yet seem to work

on all systems. "It is not a silver bullet," ar-gue many experts.

If your business has a line credit or a commercial loan at a bank, by now you prob-

ably have received written requests from that

bank asking whether you are Y2K compliant

or have taken reasonable steps to become

compliant. That leads me into my final thought — what to do?

Our law firm has received solicitations

and information from our software vendors

to provide solutions that are year 2000 com-

pliant. Most deal with upgrading our exist-ing software and in some instances new chips

would have to be installed, including one for

our office building security system. I am sure

that your software and in some instances new

chips would have to be installed, including one for our office building security system. I

am sure that your software suppliers have notified you of the availability of upgrading

in order to become compliant. If not, then

you should contact them either directly or

through their web site address as we have

done. If you have had a local computer

programmer design software for your busi-

ness operation, you should have him test your programs for compliance. Apparently, the

best advice is to attempt to resolve your

millennium bug and then test, test, test, before midnight December 31, 1999.

Finally, I could also discuss at length the

April 9, 1999 and the February 29, 2000 problems. But I will not! One has to do with

some computers being programmed to read

"9999" as the end of the data file and tell the

computer to permanently close files on that day. April 9 is the 99'h day of 1999. As far as

Feb. 29, 2000 is concerned, most computer

programs do not contain that leap year exception and must be corrected. Even

advance new versions of Microsoft's

Windows NT have to be fixed after distribution to correct that omission.

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October 1998

NCBVA BULLETIN

5

Countdown Checklist Computers:

Run a diagnostic program on your home computers to make sure they are Y2K compliant.

Diagnostic programs are available at computer stores or for download at:

The Federal Reserve Board: www.bogfrd.us/y2k/ pctesting.htm National Software Lab: www.nstl.com/html -ymark2000html Viasoft: onmark.viasoft.com

Software: Check with manufacturers of frequently used software

programs to find out whether they are Y2K compliant. Operating systems:

Windows 98 is compliant, but Windows95 and Win dows 3.1 are not. (Patches can be downloaded from Microsoft's Web site to fix the problems.) Apple says all of its computers made since 1981 are fully Y2K compliant. www.aple.com/macros/info/ 2000.html

Web browsers Netscape Communicator 4.0 and beyond are fully compliant; so are Netscape Navigator 2.02, 3.0. Microsoft Internet Explorer 4.0 for Windows and Macintosh are fully compliant. Internet Explorer 3.0 for Windows has some minor problems. Internet Explorer 3.0 for Macintosh is still in testing; compliance uncertain.

Other popular software: Intuit, makers of the popular financial software. Quicken, www.intuit.com/support/year2000. Norton, maker of utilities and anti-virus programs, www.symantec.com/y2k/y2k.html.

Financial preparations: Make backup paper records of all your financial dealings, Include payment records for credit cards, bills and loans. Have enough traveler's checks or cash on hand to get you through a long weekend, more if you feel con-cerned your bank might not be year 2000 compliant.

Automated home systems with embedded chips: Check with manufacturers of garage doors, elevators, heaters and coolers. Find out whether they include calendar systems and, if so, whether they are Y2K compliant.

Home medical devices Ask your doctor. Insist on an answer. (Note: Items such as heart monitors, pacemakers and infusion pumps don't have calendar functions, but computers that collect information from them might not be compliant.)

6 NCBVA BULLETIN

October 1998

Tips on How to Spot the Worker's Comp Frauds While there is no doubt that most Ameri-

can workers are honest and most workers' compensation claims are legitimate, those few that are fraudulent cost us all money and must be effectively resisted. Although the extent of workers' compensation fraud is difficult to assess, industry observers claim as much as 25 percent of all workers' compensation claims involve some element of fraud. These observers also attribute 10 percent of paid premiums as the cost of fraud.

While the true extent of fraud may be difficult to quantify, there is little doubt that workers' compensation fraud is in the pub-lic eye. Fraud shakes public confidence in the system. Abuse of the system also slows the processing and litigation of legitimate claims.

One of the most alarming factors in work-ers' compensation fraud is a report indicat-ing that cheating on insurance has become acceptable to a significant portion of the population. In fact surveys have consistently shown that the public generally condones

limited acts of insurance fraud. Over per-cent of those surveyed considered it okay to exaggerate an insurance claim and an equal number of respondents know someone who has file a fraudulent claim.

These surveys reveal the depth of the problem that the insurance industry faces. How can the industry get a handle on the fraud problem when the system is faced not only with blatant criminals defrauding the industry but also with seemingly honest people who believe there is nothing wrong with cheating the system.

So, what constitutes insurance fraud? In simplest terms, insurance fraud occurs when someone knowingly and with the intent to defraud, presents or causes to be presented, any statement that is materially false and mis-leading to obtain some benefit or advantage.

The following indicators were developed to help indicate possible fraud. While no indicator by itself clearly indicates fraud, combinations of indicators should help you isolate those claims deserving closer attention.

The Injured Worker Injured worker is disgruntled, soon to retire or facing layoff. Injured worker is difficult to reach at home. Injured workers frequently misses or cancels doctor or therapy appointments. Injuries are subjective — i.e., stress, headaches, nausea, inability to sleep, etc. The alleged injury occurs first thing Monday morning or late on a Friday af-ternoon but is not reported until Mon-day. Conflicting description of accident be-tween medical history and First report of Injury. Injured worker does not promptly re-port incident to supervisor. Accident is unwitnessed.

Bridgers Appointed "Bulletin" Coordinator

Holly Bridgers has been appointed by NCBVA president Hugh McQuestion to coordinate the articles that will appear in the association's membership bi-monthly publication, The Bulletin. If you would like to submit an article for publication, or have a suggestion for future articles that you would like to see published, please let Holly know. She can be reached at Baxter Burial Vault Service, (513) 641-1010 or Fax (513) 641-0479. We would also like to extend our

congratulations to Holly on the birth of her daughter, Georgia Lynn Bridgers, who arrived on July 26 weighing 6 lbs., 7 oz.!

In Memoriam We are sorry to report the death of Jennie O'Hara who passed away in mid July in Chicago Heights, IL. She was the wife of Jim O'Hara who was with Gilbert and Bennett for many years. Jim is the only Honorary Life Member of NCBVA, having been given this award at Lincolnshire, IL in 1981. You can write to Jim at: 495 Winchester Rd., Chicago Heights, IL 60411. Phone: (708) 755-3094

Dedicated to the Memory of

Ryan L. Kannaday, Sr. September 4, 1998

Family Man...Industry Leader Friend

DORIC MIMI®

The DORIC Family of Dealers Executive Committee and Staff

October 1998

NCBVA BULLETIN

7

Medical Treatment Injuries are soft tissue and greater than would be expected from the incident. Subjective complaints greatly out of proportion to objective medical evi-dence. Diagnosis is inconsistent with treat-ment. Injured worker changes physicians when release for work has been issued. Medical bills are photocopies of origi-nals. Summary medical bills submitted with-out dates or descriptions of office vis-its.

The Attorney Injured worker initially wants to settle but later retains an attorney with in-creased subjective complaints. Attorney lien or letter of representation dated the same day of the reported inci-dent and/or is the first notice of the claim. Attorney's name appears on medical documentation prior to notice of repre-sentation.

High incidence of application from a specific firm.

Great American Insurance is committed to assisting their insureds in the investiga-tion and exposure of fraudulent claims. Stay-ing alert to these fraud indicators should be a key component of your regular claims review process. By working with Great American and North American Risk Management, Inc. or your agent to identify fraudulent claims, you can better manage your insurance and business costs.

North American Risk Management, Inc. has extensive experience in the death care industry and is the National Administrator for the Vault Insurance Program of the Great American Insurance Compa- nies. Great American is rated A (Excellent) by A.M. Best, and has over $3.8 billion in assets. North American Risk Management, Inc. is a member of the National Concrete Burial Vault Association, the Director of this program is Donna Mannino, she can be reached at 1-888-255-6700.

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The VAULT-MASTER has variable speed hydraulic drive, hydraulicly raised and lowered front steering axle, roll-back Crane- Way beam with adjustable support legs, and an 9,000 lb. hydraulic vault lifting hoist. Will handle straight or cross grave settings.

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The vault lifting winch is swivel-mounted to the beam trolley. This prevents trolley wheel binding due to sideways shifts of the load. Hand operated back winch at the rear of the Crane-Way beam allows safe loading of a vault from a truck or trailer bed onto the Vault Handling Trailer.

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