Very rude and unprofessional. I didn't realize that when talking with someone, that it is completely acceptable to answer the phone without excusing yourself. The tone of the phone call should not have been done in front of a customer and you could afford to actually listen to said person instead of brushing them aside for a ringing phone.
I understand that this area of business can be busy, however when a grieving family has questions, they shouldn't feel like they are being burdensome for asking. If you don't have the patience to deal with people, don't run a business. I could chalk it off to having an off day, but after talking with them over a period of a few days and the tone stays the same, that's really disheartening.
Also, when you give a family a catalog to look through for services, don't ask for it back a few days later. read more