Get creative and strive to give remarkable service
September 5, 2014 By Ken Albrecht and LP Gas
A customer stopped in the office to close her account because she was moving out of town. As…
Read More Don’t keep your customers waiting and wondering
May 28, 2014 By Ken Albrecht and LP Gas
An older man called the police to report that someone was breaking into his shed. The dispatcher explained…
Read More Ask questions to uncover, ease customers’ pain
April 22, 2014 By Ken Albrecht and LP Gas
A woman approached a stock boy in the produce section of a grocery store one day and asked…
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Guest column: Not knowing how to respond to customer calls can send mixed messages
March 8, 2013 By LP Gas
While visiting with some propane marketers recently, the topic of inbound telephone call content arose. There was even…
Read More Connect with customers by listening, understanding
February 15, 2013 By LP Gas
Do you know your customers? Sounds like an elementary question, but do you really know your customers? As…
Read More Customer service DVD designed for contractors
February 10, 2012 By LP Gas
A new DVD is available from Coscia Communications Inc. to help contractors improve their soft skills and their professional approach.
Read More Don’t underestimate importance of adding high-quality customers
May 1, 2009 By Carl Hughes
Don’t underestimate the importance of adding high-quality customers
Read More Understand, measure and improve customer experiences
December 1, 2008 By Carl Hughes
If your company successfully completed a new tank installation on time and without problems, is the new customer event considered a success if all that Mrs. Smith (the new homeowner) remembers is grumpy workers and tracked flower beds?
Read More The vital few and trivial many
September 1, 2008 By Carl Hughes
In the early 1900s, Italian economist Vilfredo Pareto developed a mathematical formula to describe the uneven distribution of income and wealth in Switzerland.
Read More Motivate with incentives
August 1, 2008 By Carl Hughes
Of all the useful managerial tools available to retail propane distributors, none may be more underutilized than a well-designed, performance-incentive compensation plan.
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