Answer consumers’ propane safety questions

As a propane customer, I am writing to share what the propane consumer wants from a propane provider.

It’s important to understand the consumer’s perspective on propane safety and how technology can help provide those answers.

Many marketers expect consumers to have these questions:

1. What kind of technology does your company offer?
2. Do you carry a full range of tank sizes?
3. Do you provide quick installation, and what does it cost?
4. Do you offer maintenance services?
5. Do you offer budget plans, and can I pay online?

When it comes to propane safety, the consumer’s concerns go beyond the economic impact. They are deeply invested in understanding how you are addressing their safety needs with questions such as:

1. How will you ensure I will not run out of propane?
2. How will you keep my family safe?

Consumers don’t want to run out of propane at any time whether it results in a cold shower, a meal disrupted or loss of essential heat in the winter.

They want to know what technology you have implemented to ensure this doesn’t occur for them.

They don’t want to be bombarded with reminders, calls, emails and texts with information that the marketer should simply act upon, such as a low gas reading or a change in usage.

Just don’t let them run out so they can provide security to their families.

Consumers trust your expertise to provide them with the right equipment, and they rely on your service technicians to install it safely. When you leave, they are more concerned about the system’s safety and correct operation. They want to know how often the system should be checked to ensure everything is in order.

They will appreciate that you tell them you will look at the system, but honestly, they look at the outside portion of the system every time they mow the grass and can tell you if they smell gas. So how do you assure them the entire system is OK, outside and inside their home?

Technology tools

The marketer should use technology to update consumers on their propane usage and notify them if there are concerns.

Appliances: Various software programs provide diagnostic information and allow users to check that appliances are operating safely and efficiently. Smart thermostats connected through the house’s Wi-Fi allow consumers to manage their systems by creating a schedule for automatic adjustments. This feature enables the consumer to control their appliance from anywhere and at any time.

This same technology can alert the appliance technician of problems, reducing the time it takes to diagnose during service and ensuring that the right parts and appropriately qualified technicians are dispatched.

Detectors: Carbon monoxide detectors mitigate combustion dangers, and smoke detectors provide fire protection. Both alert the consumer of concerns.

Tank monitors: Tank monitors can alert consumers and marketers when tank levels become low, preventing service interruptions.

Vapor meters: Meters monitor gas usage and provide data to the marketer, which can be used to alert consumers about propane safety issues like excessive or no usage.

This technology allows consumers and marketers to see all of the data around usage in a way similar to that of other energy sources, such as electricity or natural gas.

Monitors and meters also provide the marketer a means to increase the efficiency of deliveries, service and maintenance, reducing a company’s risk and liability and the frequency of out-of-gas scenarios.

Using technology gives information on compliance, maintenance and education and provides comfort in knowing that propane safety is not just a concern but a responsibility shared by all of us.

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Randy Warner is product safety manager for Cavagna North America. He can be reached at randywarner@us.cavagnagroup.com.

NOTE: The opinions and viewpoints expressed herein are solely the author’s and should in no way be interpreted as those of LP Gas magazine or any of its staff members.