A job that delivers self-satisfaction
By YIP YOKE TENG
teng@thestar.com.my
SOME people call it a grave decision. They are required to visit cemetery more often than anyone does, they need to talk to distraught persons who have lost their loved ones and they may even need to see their friends off to another world while retaining their composure in order to carry out their duties.
On top of that, they need to market something that has long been deemed taboo but these bereavement care agents never look back.
At NV Alliance Sdn Bhd, the agents come from all walks of life including retirees, housewives, professionals and fresh graduates. Interestingly, they share the same enthusiasm.
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Kwee has been in the line for about one year. |
Leng Soon Yeng, 68, has been in the profession for 12 years now and is still passionate about it.
“I’ll continue rendering my services to those in need until my last breath,” she said.
Having been a housewife who occasionally helped out at her husband’s snack kiosk in a supermarket, Leng learned about the service after her retirement.
“I had never thought that I would become a bereavement care agent, it was totally by chance. I first came across Nirvana Memorial Park when I was checking out some sites nearby.
“I was captivated by the view. It was such a beautiful place and in my heart I whispered, how I wish I could have a small plot here when I pass on,” she recalled.
She met another agent the next year, and jumped at the chance to join the company.
Leng was grateful that she could still turn a new page in life at her age and her new career fills her with self-satisfaction. She is now a service director.
“This is one profession where your clients thank you for helping them, instead of you thanking them for giving you the business.”
“We talk about lifelong learning, retirees don’t necessary have to stay at home seeing the days pass, and they can establish their own careers. Children, at the same time, should never make old folks think that they are useless,” added Leng.
Her colleague Jenny Lye, 46, has been in the business for 10 years and is now a district service director.
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Leng explaining some of the functions of a bereavement care agent. |
Lye was a sales personnel whose career was soaring before she joined the company. She was marketing jewellery at expos around the country.
She started by being a part-time bereavement care agent, but a poignant incident prompted her to dedicate herself to the profession.
“The deceased was a close friend. She was the daughter of my daughter’s babysitter and she died in an air crash. It shocked me, as she was only 30 years old and made me realise that life is not permanent and that I should cherish those around me.
“I was very sad but at the same time determined to carry out the service for her, to send her off on her last journey in the best way I could. After the funeral, I joined full time. I understand how meaningful this service is and I want to help others,” recalled a teary-eyed Lye.
Since then, her perception of life has changed and so have her priorities changed.
“My networking was very strong but we only talked about money. It’s different here.
“I realised money can’t buy everything. I am happy to be able to provide such care to others and money can’t buy this sense of satisfaction,” she said, adding that her family was supportive.
She said bereavement care agents met up with potential customers, marketed products or packages and attended or conducted trainings.
When the need arises, they attend to the family at once, telling them what to do and, at the same time, contacting the company’s operations department.
“Through my experience, about 70% of Chinese think death is a taboo subject, especially the older generation.
“We will not talk about the subject directly, we will first share our view of preparing for the future so that we won’t burden our children when the day comes, or bring them to visit the park,” explained Lye.
Leng shared the same view.
“Most of them will understand our message and are open to the idea. Some are adamant, but we will listen to them first and then explain our points patiently. So far, I have not come across anyone who takes offence,” she said.
She said Chinese are traditionally a reserved race and parents do not talk about their future and children wouldn’t dare suggest buying burial plots for their parents.
“It is actually an act of filial piety, as children are giving their parents peace of mind,” she explained.
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Lye (left) teaching her team members how to approach potential customers on the taboo subject. |
With proper training, even the newcomers do not think it is too hard to talk about the subject.
“Trainers have taught us how to approach the subject. We are just sharing with them a way to get total peace of mind, and it has so far been very effective,” said Joey Wee, 35, who joined the company less than two months ago.
“Some may have the wrong impression that older persons can handle this task better given their experience. I don’t think so, as it is really up to us. If we think we can do it and we want to, nothing will deter us,” she said.
Housewife Kwee Ah Yeng, 40, has been in the line for one year now.
“The persons I meet are generally open to the subject, but some may make unpleasant remarks,” she said.
Through frequent interactions, true friendships develop and it is sad to see a customer resting in a casket.
“It is saddening but because of the friendship we share, I want to do my best for them,” said Lye.
Wee has not come across any cases yet but said that she prepared herself to handle things professionally. Kwee said she was tense when her first case happened, but was relieved that she could handle it smoothly.
“Life and death are natural processes,” Leng said, “I reckon we shouldn’t fret or be too sad, as it is a never-ending cycle, your loved one may have died in this world but he or she is actually born in another world at the same time.
“We are here to fulfil our duties, when we have accomplished that, we go back to where we come from. It is as simple as that,” she said.