An Interview with Joe Eagan
"What SCI is doing to invest in attracting talent and gaining certification as a Great Place to Work is an example of how we can make employment in our profession attractive to star performers."
Joe Eagan is a General Manager in our New Orleans market. He oversees three standalone funeral homes and a funeral home/cemetery combination facility. Joe has a business degree from LSU and a MBA from the University of New Orleans.
Share a little bit about the firms you manage and their link to your family
I’m a sixth generation funeral director, and two of the firms I currently manage hold a legacy with my family.
My great-great-great grandfather, Ambrose Leitz, a cabinetmaker from Germany, established the business in 1854 in the historic Irish Channel neighborhood of New Orleans. He and future generations of the family grew the business into one of the largest family owned and operated companies in the city – which included three funeral homes, a life insurance company, an insurance agency, and several other peripheral business interests.
The funeral homes and life insurance company joined Loewen Group International in 1994. Loewen’s successor, Alderwoods Group, was acquired by SCI in 2006. Shortly afterward, SCI made a significant investment in Leitz-Eagan’s flagship firm in Metairie, Louisiana by purchasing the leased land on which the building was situated. Substantial interior renovations followed in 2010.
I started working in the business while still in high school. After graduating from LSU, I continued to learn and grow with the profession and the company. In 2014, I was offered the opportunity to manage the operations of the Leitz-Eagan businesses at the age of 24, which was a welcome opportunity for me.
The Leitz-Eagan businesses holds a longstanding heritage in New Orleans, a city with unique burial practices and traditions that make our operations notably different than other places. SCI is very sensitive to this and does much to support and promote the individual cultures and traditions of each firm.
You are GM over a new-build cemetery and funeral home partnership with the Archdiocese of New Orleans. This is only the third cemetery SCI has built from scratch. What is unique about this property and partnering with the Archdiocese?
New Orleans, and South Louisiana to a greater extent, are both areas with a large Catholic heritage. We’re very fortunate to be a part of this project, and I’m very excited about the opportunity to partner with the Archdiocese and the privilege to open a new business from the ground-up. In a way, the culture of our company compliments that of the church – through our roles, we help people through uniquely challenging events, and do so with extraordinary sincerity, concern, and compassion.
The property itself is beautiful and will serve the New Orleans Northshore community well. This area has seen substantial suburban growth over the past 25 or so years, and the need for a business like this one is certainly present. We identified that need, and SCI has made a significant investment along with the Archdiocese. I know that the relationships we will create and continue to build here will be very special.
You worked at another national funeral company and returned to SCI. What were the positive attributes that you see with SCI?
I began working in the business when I was 15, and much of my time in funeral service has been spent with an affiliate of SCI. The company has made a significant investment to develop my personal and career growth, and it provides the resources and support to assist with the operations and growth of the businesses that I lead.
SCI is definitely the leader in our profession, but that’s not simply because of the size of its network. We’re a big business, but our culture supports collaboration and teamwork. It feels more like a family setting – even though at times we may not all see things the same way, there’s an always opportunity for discussion. We, like SCI, care about our customers, strive to be better, and are not comfortable with status-quo positions. SCI continually demonstrates a high degree of concern and caring for people in a sincere and personable way.
I have found that SCI Management is innovative in their decisions and professional in their actions. Management decisions and investments are aligned with the long-term growth of the business. We operate in a logical and thoughtful manner, and investments are bounded by true metrics and reasonable expectations. I’m able to use my business education background to better interpret the paths that we choose to move forward.
As a relatively younger leader in funeral service, what do you see as the most critical challenge we face in the profession and how can we best deal with it?
We are all aware of the changing trends not only in funeral service, but also in the next generation. We must remain relevant to our communities in ways that support our existing infrastructure of businesses and operations. And we must change in practical ways that demonstrate value in what we do, while still remaining sincere and compassionate.
Although national trends in disposition type and religious affiliation are certainly shifting, the emotional aspect of grief when someone passes away will always be present. I believe that people will always need guidance from true professionals in that respect, and we need to continually attract and retain talent that supports this essential human need as well as our culture. What SCI is doing to invest in attracting talent and gaining certification as a Great Place to Work is an example of how we can make employment in our profession attractive to star performers.
I think if you look back in history, around when my family’s firm began, the business was very much relationship-based – we served our immediate community when a need arose. People counted on the “undertaker” for guidance and help more than anything of a tangible nature. While funeral service may have shifted in the latter part of the 20th century to lean more heavily on merchandise and the transactional aspect, I think we’ll see a continued emphasis on relationships with people going forward.
The best firms in our profession closely measure the customer experience, including SCI through its JD Power customer service program. That way we can ensure we are staying close to customers and ensuring they have a positive experience that enables long-term relationships.
Share a little bit about the firms you manage and their link to your family
I’m a sixth generation funeral director, and two of the firms I currently manage hold a legacy with my family.
My great-great-great grandfather, Ambrose Leitz, a cabinetmaker from Germany, established the business in 1854 in the historic Irish Channel neighborhood of New Orleans. He and future generations of the family grew the business into one of the largest family owned and operated companies in the city – which included three funeral homes, a life insurance company, an insurance agency, and several other peripheral business interests.
The funeral homes and life insurance company joined Loewen Group International in 1994. Loewen’s successor, Alderwoods Group, was acquired by SCI in 2006. Shortly afterward, SCI made a significant investment in Leitz-Eagan’s flagship firm in Metairie, Louisiana by purchasing the leased land on which the building was situated. Substantial interior renovations followed in 2010.
I started working in the business while still in high school. After graduating from LSU, I continued to learn and grow with the profession and the company. In 2014, I was offered the opportunity to manage the operations of the Leitz-Eagan businesses at the age of 24, which was a welcome opportunity for me.
The Leitz-Eagan businesses holds a longstanding heritage in New Orleans, a city with unique burial practices and traditions that make our operations notably different than other places. SCI is very sensitive to this and does much to support and promote the individual cultures and traditions of each firm.
You are GM over a new-build cemetery and funeral home partnership with the Archdiocese of New Orleans. This is only the third cemetery SCI has built from scratch. What is unique about this property and partnering with the Archdiocese?
New Orleans, and South Louisiana to a greater extent, are both areas with a large Catholic heritage. We’re very fortunate to be a part of this project, and I’m very excited about the opportunity to partner with the Archdiocese and the privilege to open a new business from the ground-up. In a way, the culture of our company compliments that of the church – through our roles, we help people through uniquely challenging events, and do so with extraordinary sincerity, concern, and compassion.
The property itself is beautiful and will serve the New Orleans Northshore community well. This area has seen substantial suburban growth over the past 25 or so years, and the need for a business like this one is certainly present. We identified that need, and SCI has made a significant investment along with the Archdiocese. I know that the relationships we will create and continue to build here will be very special.
You worked at another national funeral company and returned to SCI. What were the positive attributes that you see with SCI?
I began working in the business when I was 15, and much of my time in funeral service has been spent with an affiliate of SCI. The company has made a significant investment to develop my personal and career growth, and it provides the resources and support to assist with the operations and growth of the businesses that I lead.
SCI is definitely the leader in our profession, but that’s not simply because of the size of its network. We’re a big business, but our culture supports collaboration and teamwork. It feels more like a family setting – even though at times we may not all see things the same way, there’s an always opportunity for discussion. We, like SCI, care about our customers, strive to be better, and are not comfortable with status-quo positions. SCI continually demonstrates a high degree of concern and caring for people in a sincere and personable way.
I have found that SCI Management is innovative in their decisions and professional in their actions. Management decisions and investments are aligned with the long-term growth of the business. We operate in a logical and thoughtful manner, and investments are bounded by true metrics and reasonable expectations. I’m able to use my business education background to better interpret the paths that we choose to move forward.
As a relatively younger leader in funeral service, what do you see as the most critical challenge we face in the profession and how can we best deal with it?
We are all aware of the changing trends not only in funeral service, but also in the next generation. We must remain relevant to our communities in ways that support our existing infrastructure of businesses and operations. And we must change in practical ways that demonstrate value in what we do, while still remaining sincere and compassionate.
Although national trends in disposition type and religious affiliation are certainly shifting, the emotional aspect of grief when someone passes away will always be present. I believe that people will always need guidance from true professionals in that respect, and we need to continually attract and retain talent that supports this essential human need as well as our culture. What SCI is doing to invest in attracting talent and gaining certification as a Great Place to Work is an example of how we can make employment in our profession attractive to star performers.
I think if you look back in history, around when my family’s firm began, the business was very much relationship-based – we served our immediate community when a need arose. People counted on the “undertaker” for guidance and help more than anything of a tangible nature. While funeral service may have shifted in the latter part of the 20th century to lean more heavily on merchandise and the transactional aspect, I think we’ll see a continued emphasis on relationships with people going forward.
The best firms in our profession closely measure the customer experience, including SCI through its JD Power customer service program. That way we can ensure we are staying close to customers and ensuring they have a positive experience that enables long-term relationships.
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