Who's Your Susan?
There's someone I think about almost every time I pick up the phone.
I don't know her. I've never met her. But she's out there somewhere, waiting in a future neither of us can see. Let's call her Susan.
Susan might be your spouse. Your son or daughter. Your sister, your nephew, your best friend, or the neighbor who's always been more like family than family. She might not even be the person you'd name today. Life has a way of deciding those things for us.
Whoever she is, she'll be standing in the room when the worst day comes. And it will come. Not because I'm trying to be grim about it, just because that's the deal every one of us signed up for the day we were born. None of us get out of here without leaving someone behind to clean up after we're gone.
So pause for just a moment and picture her. It's the morning after you've died. The casseroles haven't arrived yet, and neither have the flowers. The phone won't stop ringing, and sleep, well, that's been impossible. Every conversation feels unreal.
Then comes the call to the funeral home. Does she even know which funeral home to call? Does she know what you wanted? Burial or cremation? A church service? What music did you want played? Does she know where your important papers are?
Then comes the question few people are truly ready for: "How will you be taking care of the funeral expenses?" Susan wasn't expecting that question quite so soon.
And when someone asks that question, does she already have an answer? Or does she begin making phone calls she never wanted to make, hoping someone in the family can somehow pull everything together?
I've seen that with more families than I can count, both as a pastor and as a celebrant. And it's not because families don't love each other. It's because nobody got around to it. After all, death always feels like a someday problem until it's a today problem, and by then it's Susan's problem, not yours.
That's why I do what I do today. I still stand with families after a death as a celebrant. I also help them prepare before that day ever comes.
Can I tell you something I don't say very often? Selling insurance was never part of my plan. For most of my life, I've met families after someone died. I've stood beside hospital beds, in funeral homes, and at gravesides. I've listened to stories, held hands, and tried to help people find solid ground when their world had just been turned upside down.
This work came later, and if I'm honest, there are still days it feels like an odd fit. Not because I don't believe in what a policy can do, but because I'm afraid of becoming someone who sounds more interested in making a sale than helping a family.
For a while, that fear got the better of me. I'd call people who had asked for information, and many never answered. Some insisted they hadn't filled out a form. A few cussed me out and hung up before I could even introduce myself. After enough of those conversations, I started wondering if anyone really wanted to hear from me. So I pretty much stopped calling. I told myself I'd get back to it eventually.
Then I did a funeral. The family hadn't planned for any of it, and by the time I sat down with them, they were already scrambling to cover the cost. Thank God, the funeral home was willing to work with the family so they could move forward.
As I listened to that family share their story, I realized something. When I pick up the phone, it isn't really about insurance. It never had been. It was about that family. It is about every daughter, every son, every husband, every wife, every friend who finds themselves sitting at a kitchen table trying to solve a financial problem while their heart is breaking.
That's when I understood why I needed to pick up the phone again. The people who hang up on me aren't really the reason I call. The reason I call is the one person who answers. The one conversation that happens before a crisis rather than during one. The one family that gets to spend its energy remembering someone they love instead of wondering how they'll pay for saying goodbye. That's worth every unanswered call.
So if your phone rings and you see my name, I hope you'll know something. I'm not calling because I see you as a policy. I'm calling because I've met your Susan. I may not know her name, but I know she'll be there. I'd rather have an awkward conversation today than watch someone you love carry a burden you could have lifted.
Grief is heavy enough. Love can't stop death, but love can make sure the people left behind don't have to carry everything alone.
So before we ever talk about insurance, here's the only question that really matters: Who's your Susan?
Find that person. Picture their face. Then ask yourself, "If today were the day everything changed, would they be okay?" Not okay because they wouldn't miss you. They will. Not okay because they wouldn't grieve. They will. But okay because, in the middle of the hardest week of their life, they would know that one of your final acts of love was making sure they weren't left to figure it all out alone.
That's what I believe this work is really about. Helping people love well, even after they're gone.
After all, every story leaves someone behind.




