What a shame. There seems to be a disconnect with the person doing the planning (in mandurah) and support and follow up (none) and the person (Shane) directing on the day in hilton. Sadly, a family member blamed themselves for not calling to check on the plan. That person has recently gone through serious medical issues. And had just lost a family member and was trying to plan a funeral. I thought it was the business of funeral directors to call in and confirm these things?

So things went wrong.

When I asked what's going on, I got a company line...don't admit to mistake. I was told we will find out who's at fault tomorrow. When confronted with being asked to offer some support by an upset family member (that is stop talking..and get some help) the family member was acused of being abusive.

My years of training in business and counselling informed me u can apologise when things go wrong and offer support to difuse stress without admiting fault. It's called compassion and offering support. I think a review of training in diffusing stressful situations would be helpful.