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0:00:15 > 0:00:21- Fate played a part in the process - of starting the funeral business.
0:00:21 > 0:00:25- It was after my gran's funeral, - which was a bit of a shambles.
0:00:25 > 0:00:31- We decided that we could do - a better job than they did that day.
0:00:37 > 0:00:39- I'd be lying to you...
0:00:39 > 0:00:43- ..if I said that everything - has always gone as it should.
0:00:43 > 0:00:45- Our hearse has broken down.
0:00:46 > 0:00:47- On one occasion.
0:00:47 > 0:00:49- It has failed to start once.
0:00:51 > 0:00:56- But that's nothing compared - to some stories we've heard.
0:00:56 > 0:01:00- That's what keeps us going, I think.
0:01:00 > 0:01:03- Coffins lowered into - graves that are too narrow.
0:01:03 > 0:01:09- Coffin handles - not being screwed on properly...
0:01:09 > 0:01:12- ..so that when the bearers - lift them...
0:01:12 > 0:01:15- ..the coffin falls off - onto the road.
0:01:15 > 0:01:20- I take great comfort that it's only - our hearse that's broken down.
0:01:31 > 0:01:34- I believe that when we go - to a grieving household...
0:01:34 > 0:01:38- ..we should be sensitive...
0:01:38 > 0:01:41- ..but we should also be practical - and professional.
0:01:42 > 0:01:46- I know of people who have done this - work and who still do it, in fact...
0:01:46 > 0:01:50- ..who go to a house in mourning - and cry with the family.
0:01:50 > 0:01:53- We have to be sensitive - to their grief...
0:01:53 > 0:01:57- ..but we also have to be - slightly detached.
0:01:57 > 0:02:01- We can't be of any help to them - if we're crying as well.
0:02:01 > 0:02:05- We have to be strong. - We have to support them.
0:02:05 > 0:02:09- There's no point having a houseful - of crying people...
0:02:09 > 0:02:11- ..which includes the undertaker.
0:02:17 > 0:02:22- This job offers a new challenge - each time.
0:02:24 > 0:02:27- As there is no textbook - for this type of work...
0:02:27 > 0:02:30- ..I think that makes the challenge - all the greater.
0:02:30 > 0:02:33- You cannot take anything - for granted.
0:02:33 > 0:02:35- I've learned over the years...
0:02:36 > 0:02:40- ..that the best tool a good - undertaker has is his ears.
0:02:41 > 0:02:43- You have to be willing to listen.
0:02:51 > 0:02:53- I don't believe in spirits.
0:02:54 > 0:02:59- Many people's faith carries them - through the grieving process.
0:02:59 > 0:03:02- I respect every individual's - opinion...
0:03:02 > 0:03:06- ..whether they're religious or not.
0:03:07 > 0:03:09- We have to respect - everyone's standpoint.
0:03:11 > 0:03:13- S4C Subtitles by Testun Cyf.
0:03:13 > 0:03:14- .