I love the way some people are quick to blame a grieving family and not the knob working at the crem. I wouldn't normally wish unemployment on anyone but for him I'd make an exception.
I understand he might have had to say something but there are ways of doing it.
I'll repeat what I said above,
I didn't say it was right. I said the funeral directors should have chased it up. But, like I said, regardless, some families are not forthcoming with information, some are very difficult to get hold of, some are difficult in general, grieving or not.
It must have been an incredibly stressful and tense situation for all involved.
And just to caveat, it is so important to get funerals right for families, it is stressful in "normal" times, in this pandemic it's been horrific. I haven't seen the clip, there is a way to communicate with people, especially those in their worst moments, this particular member of staff obviously needs a reminder.