17 Apr 2020 - Tracey Wallace
The entire Eterneva team has been thinking a lot about our customers and others who are grieving the loss of a loved one in these challenging times. We can only imagine how difficult they have been.
We’ve received quite a few questions from customers, potential customers, partners, and more, and thought it important to address those as clearly as possible.
First, as a funeral-related service, we are classified as an essential service in our county. This means that Eterneva is 100% operational during COVID-19.
Austin, Texas, where we are headquartered, is under Shelter-in-Place until May 8 at the earliest.
Most of our team, as a result, is working from home. However, our key operations team members are in office, wearing masks and gloves, and remaining 6 feet apart. Because we are classified as an essential service during this time, someone is always at the office to accept all packages, take photos of the package’s safe arrival back to the lab, and to begin updating you on your loved one’s transformation to a memorial diamond.
We are, of course, carefully monitoring developments regarding coronavirus (COVID-19). Here are a few ways, beyond our employees, that we are working to protect our customers, customers’ loved ones, and our community.
We know these are challenging times for our customers, who are already grieving.
We are offering financing options and payment plans for anyone who wants to do this for their one, especially given that in many areas, funerals and celebrations of life are not possible at this time. To talk to a consultant about your options, fill out this form and we will be in touch as soon as possible.
In addition, we are continuing to do weekly inaugurations for customers on Tuesdays and Thursdays on Instagram Live and Facebook Live. Our team members are doing these from home, and we remain dedicated to telling your loved one’s story to the world, with your permission.
We have also launched an Instagram Live series featuring grief experts, coaches, partners and more at least 2x per week. Tune in to our Instagram weekly to see the schedule, or you can read the transcripts on our resources section.
We sped up the launch of our Dedication Pages to give our customers a digital-first grieving experience and a positive outlet to celebrate someone’s life. These pages document the transformative journey of a memorial diamond and allow you to share those special milestones with friends and family over email, social media and text. Updates will be made to this experience over the next few months, so stay tuned!
Not an Eterneva customer but still interested in Dedication Pages? No problem! We’ll be opening up this feature to more folks in July. Sign up for the waitlist here to get notified later this summer as we begin to create Dedication Pages as digital memorials for all.
In addition, our staff remains available for conversations whenever needed. We are working hard to bring on a 24/7 grief coaching text messaging service, as well. More information will be coming on that as soon as possible.
Shipping of all items and throughout our supply chain is fully operational right now –– except for one aspect which is at the end of the journey when your loved one’s diamond goes to IGI to be graded. This is unlikely to affect your loved one’s journey as grading typically occurs at month six to seven in the process.
That said, IGI is based in New York City, a ground zero of sorts for the pandemic in the United States. We support them staying closed to protect their staff and gemologists.
For our customers, this just means one of two things:
The IGI inspection is not a required step in the memorial diamond process. They simply certify that the diamond is indeed a diamond, and what the cut, color, clarity, and carat weight are.
We are happy to fulfill either of these wishes for our customers. We will call or text our customers to let them know their loved one arrived safely. We always err on the side of over-communication and our customers can rest assured their loved ones are in wonderful hands.
We are deeply concerned about the health and safety of funeral home and crematorium staff at this time. These employees are considered essential workers in most cities, and are handling the bodies of those who have had COVID-19.
Unfortunately, these workers do not have the necessary access to PPE supplies like N95 masks. We have therefore partnered with the Funeral Foundation Service, the charitable arm of the National Funeral Director Association, and the non-profit Good Grief to raise $200,000 for 50,000 N95 masks to send to these employees in the most affected areas, and then, around the country.
In addition, the Etrneva executive staff is donating 10% of their salaries during this pandemic to the cause to raise even more money for PPE supplies for funeral homes and crematoriums.
If you have any additional questions not addressed here, please email us at firstname.lastname@example.org and we will get back to you as soon as possible, and add FAQs to this page.Back to more articles
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