Safe, prosperous fall and winter with agriculture customers

Mark Twain famously said, “The secret to getting ahead is getting started.” I also love the quote from Benjamin Franklin, who said, “By failing to prepare, you are preparing to fail.”

The time is here, and there’s no substitute for thorough preparation and training to improve efficiency, reduce injuries and increase customer satisfaction as we begin the fall drying and heating seasons. Fall promises the beginning of cooler weather, and the traditional agricultural harvest is getting underway.

Eric Kuster is senior vice president of safety, education and compliance with the Propane Education & Research Council (PERC). He shared several tips that I hope will help you have the best fall and winter possible.

First and foremost, Kuster says, “Make sure to identify the pain points from last season. Document challenges that reduced efficiency or led to customer service issues. Once you understand past issues, you can prepare to address them and make necessary improvements.”

▶ Communicate with your customers

Educating your customers is both a duty and an opportunity to earn their trust. Well-informed customers are better able to identify and respond to issues before they become problems. Here’s a list of points to consider as you communicate with agricultural customers, based on my conversation with Kuster:

• Discuss demand expectations early and often. Get a sense of their supply needs based on indicators such as planted acres of crops and livestock housing expectations.
• Make sure propane consumer safety information is delivered on a regular basis.
• Be certain that customers involved in fuel transfer are properly trained and that the training is documented. Ensure regular inspection of cylinders used on the farm. Make sure personal protective equipment (PPE) is available for fuel transfer.
• Be sure that the customers maintain clear access to ASME tanks and that tanks are secure. Areas around and between tanks should be free of weeds and debris. Be mindful and protective of propane fuel lines near tanks and propane equipment.
• Offer seasonal inspection and testing of propane equipment such as heaters or crop dryers.
• Offer seasonal winterization advice or services for propane equipment used in the summer to ensure proper and safe storage. Note that storing propane tanks on portable equipment outside is a best practice.
• Be a trusted adviser by offering additional services or products as needed and make customers aware of offers or programs that can help offset costs, such as the Propane Farm Research Program through PERC.
• Be mindful that consumer safety materials are available from PERC at propane.com.

▶ Prepare your employees

Each employee needs to be equipped to answer the basic questions they receive while carrying out their duties on the job, so make sure the high-level communication and training are delivered consistently to everyone in your organization.

Don’t relax on team communication as things get busy in the fall and winter. If anything, the next several months are when your employees need extra encouragement and feedback to keep them motivated and delivering at a high level.

Kuster also recommends these items to prepare your team for fall:

• Be certain employees are aware of your out-of-gas procedure and make sure technicians know how to conduct a proper leak check.
• Provide regular training updates for drivers and provide refresher training for seasonal drivers.
• As the days get shorter, your team is likely getting busier, so make sure your plant and equipment have proper lighting. Utilize supplemental lighting, reflective clothing and safety cones as needed.
• Use of proper PPE is a given all year, but make sure fall and winter drivers have proper footwear for the conditions. It may be necessary to use ice cleats in your region.
• If you deal with below-freezing temperatures, make sure you carry de-icer or an ice scraper and a broom or shovel to handle snow.
• Make sure trucks are equipped with proper safety equipment. Ensure proper traction equipment such as chains are at the ready. Check all supplies for their condition.

▶ Another tip

Placing tank monitors on farm tanks that can be quickly depleted is a good practice. A crop dryer will not have a predictable start date or usage pattern, and the farmer may be too busy to monitor it. Livestock buildings can use fuel at unpredictable rates as well due to periodic downtime between herds or flocks.

▶ Reward your employees

As winter wears on, your team will likely be working harder to keep up. Make sure goals and expectations are clear up front and constantly reinforced. Also, be sure to recognize outstanding effort on a regular basis. Don’t miss a good opportunity to recognize teams and individuals who are going beyond through excellent customer service. Remember, a little recognition goes a long way.

Mark Leitman is an 18-year veteran of the propane industry, having served many years leading agricultural and off-road programs for the Propane Education & Research Council. He most recently served as director of sales and Power Division director for Blue Star Gas on the West Coast. He currently works as a consultant and freelance writer for clients in the agricultural and energy sectors.

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