A family sits down and searches for a funeral home in your town. They see a map, three listings, and whatever information each one has published. They pick largely on what looks clear, close, and reachable, because they have no framework for judging anything else.
Your firm may have served that street for four generations, and none of that history is visible in the result. What is visible is a profile with the wrong hours, no recent activity, and an unanswered review from a family who felt let down.
Meanwhile the consolidators and the national cremation brands maintain their listings properly and buy the ads above them. They can afford a marketing department. You are a director who took a removal at two in the morning and has a service to lead at ten.
So the calls slowly shift to firms that are easier to find, and families in your own community end up with a provider that has no connection to it.