"Lisa is a close family member whom I’ve known all her life. However, when my husband recently passed away, I needed her support in her professional capacity. I benefited from her strength, organisation, and empathy. I trusted her implicitly to walk me through a difficult time, knowing the administrative side of the funeral was in extremely capable hands. I had previously observed and admired Lisa’s work at an unrelated funeral, but this time she was my rock. On the day of the funeral, her presentation was one of poise, composure, and strength. Her understanding and experience made all the attendees feel at ease. She was in complete control at all times. When she spoke, the tone of her voice modulated as necessary. Her thanks to those who spoke was a genuine, positive appreciation-more than a simple “thank you.” She nonetheless has a sense of humour, which we were grateful for at appropriate times during our funeral. Warmth was a feeling she imbued among us all -“warmth” was the word so many people used after the funeral. Lisa has a genuine interest in people. Her life experiences have given her the capacity to communicate effectively with a wide range of people. In particular, for those close to the deceased, her concern, empathy, and compassion are paramount. Lisa understands grief. Lisa has an inner strength. She is calm, but you feel you would be in good hands were there any complications. I’ve had many people make comments about Lisa’s role at the funeral. She was a major part of their feedback to me. They came away with feelings for my husband-of respect, humour, and love-and a sense of privilege at having attended."