afd may book · afd march cover:afd may book 2/14/11 9:09 am page c1. cover story by thomas a....

AFD March Cover:AFD May BOOK 2/14/11 9:09 AM Page C1

Cover StoryBy Thomas A. Parmalee

Come

16

Pg. 16 AFD Profile (Parmalee):Pg. 00 Essay (Vogel) 2/14/11 9:26 AM Page 16

17

n January, his company announced that it would be booking the flights forall of Inman Shipping Worldwide’s cases, and most recently, it announcedthat it would be serving Service Corporation International on a nationwidebasis. By now, it’s fair to say that most people in the death-care profession

have heard of Eagle’s Wings Air, and they are starting to realize that Kaiser ischanging the business of shipping human remains.

“From our perspective, Eagle’s Wings Air is a neutral provider of air trans-portation management services to the entire funeral service industry,” Kaisersays. “We serve all segments – single locations and independent firms that dofewer than 100 calls per year, large consolidator firms across the country andanatomical donation firms involved in shipping the deceased to their facilities,and of course, we service the shipping segment.”

Kaiser, president and chief executive of the Fort Wayne, Ind., company,teamed up with fourth-generation funeral director David McComb to launchthe business in March 2008.

Even before Inman agreed to the deal with Eagle’s Wings, the company hadestablished itself as one to take seriously, having shipped about 11,000 humanremains as 2010 neared a close. That performance came through carefulplanning and strategic networking. “We’ve been very strategic in our launch,so when we introduced EWA to the market, we didn’t run any advertising,”Kaiser says. “Even from a sales perspective, we strategically talked with someof the largest independent funeral homes in the death-care community andtalked to some regional shipping services to make sure we had all the detailsworked out in our initial launch.”

The beauty of Kaiser’s company – which is not an airline but a service thatmanages the booking of shipping of human remains through the airlines – isthat it allows clients to focus on what they were meant to do.

How a typical transaction works is like this: “We look at the carrier optionsavailable and any major weather events, which are more pertinent in thewintertime,” Kaiser explains. “Then we determine what the solution will bebased on a number of different details, and we provide the flight info to theshipping funeral home and the securing funeral home.” He adds, “We providethat via an e-mail in a nice, easy-to-read flight itinerary and include thecharges. Let’s say the airline charges $500, then we have an EWA booking fee

Frank Kaiser walks across any convention floor shaking hands andsmiling. If he’s met you once, he probably remembers your name, andhe’s quick to ask if you’ve heard of his company, Eagle’s Wings Air.

I

Fly with Us

American Funeral Director • March 2011

Frank brings a strongbackground in the industryand a professional approach... that will help drive perfor-mance and successfulmovements of humanremains.

- Andy Kirschner, general manager ofNorth America Sales for Delta Cargo

“

”

The Engines Behind Eagle’s Wings Air

Left: Dynamic Duo – Frank Kaiser partneredwith Dave McComb (far left) to launchEagle’s Wings Air. (Photo courtesy of Eye PixPhotography)


18 American Funeral Director • March 2011

of $29 – so the charge to the clientfamily would be $529.”

The process does not stop therebecause Eagle’s Wings offers proactivetracking of the remains. The companymakes sure the remains are confirmedand on board, and if there’s aproblem, it keeps funeral homesinformed.

Now that the business is established,

Eagle’s Wings Air plans on boosting itsprofile in a bid to build upon its solidclient base. “We are a cash flowpositive, profitable and stablecompany,” Kaiser says. “And we areintent on maintaining perfect service.”

Who is This Guy?

Kaiser may be a little short instature – he’s just 5-foot-7 – but he’s

tall when it comes to confidence andgetting things done. He also has a tastefor excitement, which explains why heenlisted in the Navy after high school.He worked on an aircraft carrier andtoured the world before earning abachelor’s degree in aviationmanagement from Southern IllinoisUniversity in Carbondale, Ill. He alsocompleted professional pilot trainingat Flight Safety International in VeroBeach, Fla., but he pursued otherthings because being a pilot just wasn’texciting enough.

In the early 1990s, he joined UPSAirlines, working within variousdivisions. He went on to become thegeneral manager of customer servicefor Kitty Hawk Cargo, where he wasworking in the months leading up tothe launch of Eagle’s Wings. “I think itwas seven years ago that the CEO ofthe airline – an all-cargo airline with48 aircraft – asked me to research thefuneral industry from an airlineperspective and determine if we couldcreate a program to offer our airlinesto funeral service professionals to givethem more options,” he explains.“There had been a decrease incapacity in the airline industry, whichmade it harder for funeral homes andshipping services to determine theappropriate routing and to meet theneeds of the family.”

It was during this research thatKaiser began speaking more with aKitty Hawk client, David McComb,an owner with D.O. McComb andSons Funeral Homes in Indiana. “Wecame together with a blank piece ofpaper,” Kaiser says.

McComb now serves as thechairman of Eagle’s Wings Air andwas instrumental in funding thefounding of the company. He was theone who came up with the name forEagle’s Wings based on a church hymnthat is often selected for funeralservices: And he will raise you up oneagle’s wings, bear you on the breathof dawn, make you shine like the sunand hold you in the palm of his hand.

Kaiser, who grew up in the westernsuburbs of Chicago, now calls FortWayne, Ind., his home, and he splitsmuch of his time between the Eagle’s

Available exclusively through

One in five North American families claims either Irish or Italian ancestry and a profound pride that comes with it.

Because of this, many funeral homes are turning to the old-world European craftsmanship of the Heritage Tributes

collection to help families honor their ancestry when planning a funeral.

Trends show that people are now supporting their cultural and religious roots more than ever. To help you embrace

this trend, we offer a complete marketing support program, designed to seamlessly integrate Heritage products into

your showroom and connect your business to this growing market segment and

new revenue opportunity.

Ask your Matthews sales representative about Heritage Tributes products or

visit us online at www.Heritage-Tributes.com

www.heritage-tributes.com

Visit us at ICCFA! Booth #123


American Funeral Director • March 2011

Wings call center and McComb’s funeral home on LakeAvenue. “Our partnership is definitely one of the mostunique not only in the funeral industry but the airlineindustry,” Kaiser says.

Kaiser’s years of experience in the airline industry servehim well as he manages the day-to-day operations atEagle’s Wings. “Kitty Hawk handled all types of cargo –not just human remains,” he says. “I view our efforts atEagle’s Wings Air from an airline perspective, but now weare using the major domestic airlines and select interna-tional airlines to really offer the strongest service model.”

All the hard work seems to be paying off. “This under-taking is definitely the hardest thing I’ve ever done in mycareer,” Kaiser says. “We are introducing a paradigm shiftto two industries – the funeral industry and the airlineindustry, which have both been conducting themselves in acertain manner.” He adds, “Dave and I worked on ourbusiness plan for nine months before I left Kitty Hawk …we invested a lot of late-night hours.”

His services are winning high marks from death-careprofessionals. “It’s just so simple; you pick up the phoneand tell them where you want the remains to go and whothe receiving funeral director is and when you’d like tohave it leave, you hang up and the next thing you know –here comes your fax,” says Jerrit Clayton, senior vicepresident at Flanner & Buchanan Funeral Centers inIndianapolis. “They’ve called the other funeral home andgiven them the information and made arrangements withthem. A little later, you get a bill, pay it and you’re done.”

Clayton says the booking fee for the process is wellworth it. “You have to think about what your time isworth,” he says. “My time is more valuable when I can bedoing other things.”

‘The Worst Day of My Career’

The fact that Kitty Hawk, the parent company of KittyHawk Cargo, was having problems probably made takinga chance on launching a new company more attractive forKaiser. In October 2007, the company filed for Chapter 11bankruptcy protection from creditors. Just weeks later,500 people lost their jobs. This all came after the companyemerged in 2002 as a reorganized company from aprevious bankruptcy filing in 2000. It was clear thatbusiness was not going well.

“I knew Kitty Hawk was struggling financially, but Inever expected the company to close,” Kaiser says, notingthat he began planning the launch of Eagle’s Wings eightmonths before his previous employer ran out of moneyand ceased operations. “Tim Hill (who is now Eagle’sWings Air’s customer service manager) joined the projectin August 2007 while still working at Kitty Hawk aswell.” He adds, “Tim and I were very close to leaving KittyHawk Cargo anyway to focus on Eagle’s Wings Air 100percent.”

Kaiser and Hill had the difficult task of helping KittyHawk wind down its operations as they geared up for theLearn. Grow. Achieve.

for members apfsp.comapfsp.org for consumers

The Certified Funeral Service Practitioner (CFSP) designation reveals to both funeral families and professional peers that you are driven to be even smarter, more resourceful and more adaptable than you aready are. Its presence next to your name creates instant respect and credibility and, ultimately, a business advantage.

Better still, you may already be doing what it takes to become certified. If you are a licensed funeral service practitioner, you are eligible to earn the CFSP designation.

Pursue your path to even greater excellence in funeral service. To find out more and get started, call (866) 431-CFSP (2377) or visit www.apfsp.com/afd/

Show your devotion to your profession —and let them know you’re the best you can be.

Come see us at the ICCFA Show, Booth 1043

Join those with a pasion to learn, grow and achieve.

“When considering education in funeral service, I forgo the term ‘graduation’ from a school or university, as it implies completion of knowledge. Rather, I believe in embracing the idea of a ‘commencement’ that celebrates current achievement and continues into a lifelong adventure of greater learning for the benefit of ourselves, our peers and especially the families we serve.

“The Academy of Professional Funeral Service Practice creates the path for those who are ready to lead through knowledge, success and a desire to be the best of the best.

Academy certification represents the highest ambition for service to the profession.”

Nelson E. Hayes, CFSPLicensed Funeral Director/Trade Embalmer, Secretary, British Institute of Embalmers, Matthews, NC

20


22 American Funeral Director • March 2011

official launch of Eagle’s Wings Air.“On Sunday, Oct. 28, 2007, I wasnotified that Kitty Hawk would beceasing operations the followingday,” Kaiser says. Looking back at itnow, he thinks of the next day as“the worst day of my career.” Hegathered his management team and75 employees to make theannouncement: “It is with muchregret that I need to tell you all thateffective a few minutes ago, KittyHawk has ceased operations.Unfortunately, that also means weare no longer employed at KittyHawk as of this moment.”

The next two or three hours wereterrible, with some employeesbecoming angry and othersdespondent. “Looking back, I amactually grateful that Tim and I werethere to offer our support to ouremployees on that day and in themonths that followed,” he says. “I’m

proud to have seven former KittyHawk employees on the EWA teamtoday – all led by their formermanager, Tim Hill.”

Deals with Inman and SCI

Kaiser won’t disclose the financialterms of the deal with InmanShipping Worldwide, but he does sayEagle’s Wings makes its moneythrough booking fees. It charges $29for domestic flights and $47 forinternational flights. Taking thesmaller number, and assuming thatInman ships 9,000 bodies per year,the total ends up being $261,000 inbooking fees per year. So no matterwhat percentage of that revenueEagle’s Wings might be getting, it’s ahuge win for the fledgling firm.Eagle’s Wings Air declines to releasethe specifics of any financial arrange-ments with Inman or the airlines.

Bob Inman, founder and chiefexecutive of Inman ShippingWorldwide, says the deal made sensebecause it makes the shipping processfor the thousands of funeral homeshe works with simpler and better.“One of the most significant changesis that Eagle’s Wings will prepay allflights and collect payment from thereceiving funeral home,” Inman says.“That in itself is a great simplifi-cation.” He adds, “It will make iteasier on the funeral home so if theysend a livery service to the airport,they won’t have to send a blankcheck to the airline.”

Inman says that with Eagle’s Wingshandling the booking process, therewill be no more confusion about thebill and what is being charged. “Inthe past, whoever booked the flightor received the remains at the airportdid not necessarily put the correctamount of airfare on the air bill,” heexplains. “So there were adjustmentsafter the fact, either more money orless money, and this createsconfusion – especially if the familypays the funeral bill and you have togo back to them and ask for an extra$75 or so.” He adds, “Well, thiswon’t happen anymore. Eagle’sWings Air knows what the correctamounts are.”

It took awhile for Inman to decideto work with Eagle’s Wings, but BobInman is confident it was the rightdecision for his business and hiscustomers. “We would go to conven-tions and Frank was there and DaveMcComb was there, and we justdecided that this was the thing for usto do, and we started to get seriouswith Frank,” he says.

Kaiser followed up the deal withInman by announcing that SCI willbe using its services for the air trans-portation of human remains for itsmore than 2,000 locationsnationwide.

Eagle’s Wings issued a news releasein which it quotes Julian Davis,director of business support servicesat SCI, who says that the “transientnature” of today’s society led thecompany to call on Eagle’s Wings Air


for its specialized services. “Our staffhas been coordinating the air trans-portation of the deceased forthousands of our client families eachyear,” Davis says in the news release.“It’s a critical task, but it’s compli-cated and demands attention todetail.”

Needless to say, Kaiser is thrilledabout both deals.

Helping the Profession

Kaiser and his company have alsoplayed a critical role in educating allfuneral professionals – not justclients – about aviation changesmade in the aftermath of the Sept.11, 2001, terrorist attacks.

“From an aviation security stand-point, myself and my team have beeninvolved from an airline perspectivesince Sept. 12,” Kaiser says. “Wewere at an airline when planes wereforced to land, and we’ve beendealing with new regulations eversince.”

Added regulations have been goodfor business, but Kaiser notes thathe’s traveled across the country tospeak to various groups aboutcompliance. “We put ourselves outthere, and if you have a question orneed help, just call us,” he says. “Wehave never charged a fee or generateany revenue to help people under-stand the known shipper program orother regulations. We’ve just offeredour expertise.”

Kaiser adds, “(Just recently), myselfand my customer service managermet with a major airline at theircorporate office, and it was an all-day meeting.” He adds, “We met withall different functions of the air cargooperation, and we talked about whatcould be done to improve service notonly for EWA clients but the entirefuneral service industry.”

When Kaiser left that office, theairline had developed an eight-pointaction plan to improve service for allcustomers that ship human remains.It’s this type of work that requiresconstant attention and effort thatKaiser enjoys, and for now, he’s not

getting bored.Elzbieta Kizer, manager of sales

resources for American AirlinesCargo, notes that her company isamong those that have workedclosely with the Eagle’s Wings teamto explore how to put things togetherseamlessly for the customer. “Theywere able to help my team under-stand the processes and challengesthat funeral homes face, to benefitnot only EWA but the entire funeralhome industry,” she says.

According to Kizer (no relation toKaiser), “Eagle’s Wings provides abridge between the airlines andfuneral homes as they fully under-stand the needs of both. Because theydeal with us on a daily basis, theyhave the experience and relation-ships, which allows them toaccomplish tasks and solve issuesquickly.” She adds, “Frank hasimpressed me with his drive and

creativity. He is always thinkingahead for his customers. He doesn’tgive up and is quick and responsiveto tackling issues.”

Andy Kirschner, general managerof North America Sales for DeltaCargo, also had words of praise forKaiser and his company. “They havea strong interest in learning theprocesses of Delta and what it takesto ensure the shipments ride asbooked along with strong communi-cation initiatives between ourcompanies,” he says. “They havebeen very proactive to learn theprocess and initiatives that willbenefit their customers.” He adds,“Frank brings a strong backgroundin the industry and a professionalapproach. Our teams have workedvery closely to develop additionalinitiatives that will help drive perfor-mance and successful movements ofhuman remains.” �

23American Funeral Director • March 2011

New! Expanded Sales Lead functionality; including integrated E-mail, Import and

Lead Plan capabilities.

Simplify your workload, keep a close eye on daily operations and maximize your bottom line.

www.hmisinc.com

For an all-in-one solution to your IT management needs, please contact HMIS today at (888) 891-4647.

The Leader in Web Based Funeral Home Software!

Bringing you great products like


afd may book · afd march cover:afd may book 2/14/11 9:09 am page c1. cover story by thomas a....

Documents