By Brent Thomas, Chief Customer Officer, Dead Ringers
For any deathcare business — whether you’re a funeral home, cemetery, cremation provider or pet loss service — your phone system isn’t just another utility. It’s your first impression and often the first human connection a family has with your organization.
Yet across the profession, providers are still being locked into outdated, expensive and inflexible phone agreements that don’t reflect how communication works today.
After reviewing real-world agreements — including newer solutions — and comparing them to HelloPhone by Dead Ringers, a few clear red flags consistently show up.
One of the biggest is cost. When you break down what many providers are actually paying, the numbers rarely make sense. Between equipment rental, maintenance fees, per-user licensing fees and bundled services, monthly costs quietly compound. Many businesses are paying more for systems that deliver less than modern phone systems.
But the bigger issue isn’t cost; it’s support. Limited flexibility, slow response times and difficulty making even basic changes are common complaints. In deathcare, where every call carries urgency and emotion, that lack of responsiveness directly impacts service.
Contract structure is where the real risk shows up. Multi-year agreements with steep termination fees, narrow cancellation windows and auto-renewals remain standard. These terms shift control to the provider while technology continues to evolve. Locking into a long-term agreement today almost guarantees your system will feel outdated before it ends.
We’ve seen situations where the risk becomes immediate. In one recent case, a client signed with a provider, quickly realized it wasn’t the right fit, and wanted to switch — only to find they would be hit with an $8,000 early termination fee before anything had even been installed or working.
That means being financially locked into a bad decision before the system even goes live.
Equipment is another area where costs escalate. Many agreements include monthly rental fees for the life of the contract. In reality, modern hardware can be purchased outright for $100 to $400, with most of our clients selecting desktop sets in the $150 to $300 range.
Avoiding these red flags is only part of the equation. The right phone system should support how your organization operates and grows. That starts with flexibility—month-to-month agreements without termination fees, so you’re never locked in.
It also means avoiding pricing models that penalize growth. Per-user fees can quickly inflate costs as your team expands. The right provider allows you to grow without increasing costs in ways that don’t add value.
You should also expect full visibility into your communications. True end-to-end call recording — from the first ring through every transfer to the final goodbye, captured in a single recording and not fragmented across multiple files — is essential for training and accountability. Your system should also provide clear marketing insight, showing where calls are coming from and what’s driving results.
And as communication preferences evolve, SMS and MMS messaging should be standard — not an add-on.
At Dead Ringers, we act as consultants and advocates for deathcare providers navigating these decisions. We review agreements, identify risks and track renewal dates to help you avoid costly surprises.
If you’re currently working with a provideror evaluating a proposal,we’ll compare it directly against HelloPhone and walk through the pros and cons, so you can make a clear, informed decision. The goal isn’t to push a product; it’s to make sure your system actually works for you.
At its core, this isn’t just about phones; it’s about control. The wrong agreement limits flexibility, increases long-term costs and locks you into decisions that don’t age well. The right solution adapts with you, supports your team and keeps you in control.
Before signing your next phone agreement, take a closer look at what you’re really committing to.
Because the biggest red flag isn’t always obvious.
It’s the agreement that benefits the provider more than it benefits you.
About the Author
Brent Thomas is the chief customer officer for Dead Ringers. He has more than 29 years of experience in the deathcare profession, beginning his journey in cemetery and funeral preneed sales before advancing into sales leadership roles. Joining Batesville in 2002, he played instrumental roles, including helping launch a pet cremation startup, serving as a cremation subject matter expert, and consulting on key accounts.
Recently, Brent led the sales training and development team at Homesteaders. He is an award-winning consultant, trainer, coach and strategic sales leader. As a sought-after speaker, Brent has presented at events like ICCFA University, Dead Talks and numerous state conferences.
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