This winter has been long and cold for our heating customers. (In the northeast, we get ten months of winter and two months of bad skiing.) This has put people on edge and a little grumpy.
Some of the customers that joined us last summer and fall, had recently started calling the office questioning price and usage. Most of them had left their previous suppliers because they felt neglected and taken for granted. It sounded to us as though they were beginning to show symptoms of buyer’s remorse. Many of them had been with their previous suppliers for many years before making the change.
These calls prompted us to go on the offensive and start calling them. We started the call by acknowledging that it had been a long winter and we wanted to know if they had any feedback, comments or suggestions on our service during their first year with us. If they had a complaint, we were ready to deal with it immediately. If they had a positive response, we asked them if they knew anyone who could benefit from our service as well. When propane marketers are asked what makes them differ from their competition, they respond, “We give good service.” What we need to be saying is, “We serve our customers.” There is a difference!
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