When you think of Franklin and Hawkins at Marston Green, you think of Carol. Over the seventeen years she has worked at Franklin and Hawkins, she has looked after 1,451 families to date, all with the same dedication and respect.
Local residents know her and rarely does anyone walk past the funeral home without giving her a wave and families forever remember her long after the funeral service, for her support and compassion.
When we visit private addresses to bring loved ones into our care in the Solihull or Birmingham areas, and we assure them that Carol will be in touch you very often see the assurance on their faces.
They know she will listen to their concerns, grief and stories of their loved one, and leave the funeral home feeling so comforted that their family will be looked after.
We had a catch up with Carol on her seventeenth year in the business.
The first question everyone is being asked, is the same question most people ask us when they find out what we do for a living, why did you join the funeral industry?
My husband worked in the funeral industry for many years, so I became very used to what the job entailed from him. When our two boys grew up, I decided I wanted to return to work but knew I wanted something different to what I did before. I joined the team at Franklin and Hawkins and have been here ever since. Families who we have looked after once, come back again and say “Are you still here?” I always say “Yes, I’m like a piece of the furniture!”
After seventeen years of working in the funeral industry, what changes have you noticed and is there anything that has stayed the same throughout?
So many things have changed over years. There are so many different things you can add to a funeral now and so many different ways to have ashes keepsakes, for example. Gone are the days of CDs at the crematorium, they have their own music systems now and can provide all sorts. The one thing that hasn’t changed is the dedication to the families, and as I always tell them “If they need anything, to get in touch with me and if I can help them I will”
At Marston Green, you are quite a staple in the village, what do you love most about it here?
Marston Green is such a tight knit community where most people know each other. It is so nice that families I have looked after for years actually pop in to the office. I even have the generations of families come in, so now I have children and even grandchildren come in to say hello.
What is the most difficult part of your job?
Looking after any family that is going through a bereavement is hard, but caring for people who have lost a young person is really difficult. I have two grown up sons myself and I often think what would it be like if this happened to us, it doesn’t bear thinking about. Trying to keep my composure when someone comes in really upset is another part that is difficult, and very often I have cried with them, because we are all human.
What is the most rewarding part of your job?
Taking care of all the lovely families I meet is the most rewarding part and it’s nice when you feel you have made a difference to that family. There is never a need to rush so we can sit and have a tea or coffee and a chat before starting the arrangement, I know this helps people feel more relaxed. It is so amazing how many families leave the funeral home and say “Thank you for making things so easy. I have been dreading today but you have really put me at ease.” It is so nice to know that you have made that difference.
And finally, tell us something people maybe surprised to learn about you?
There is nothing I can answer to this that will surprise people, because everyone knows if I am not behind my desk I am generally cleaning! When I am at home, I am quite happy if I’ve got the vacuum or the iron in my hand! When I do get time in the summer I like to chill out in my garden.
We are so proud to have Carol as a part of our team, and the feedback we get from families time and time again proves that she is not just wonderful at her job, but an asset to our business and the community of Marston Green.
