subject: Customer Service And Consumer Loyalty For A Home Heating Oil Or Propane Company [print this page] Customer loyalty can be the difference between an oil and propane delivery company that is thriving and one that is struggling to stay in business. In this difficult economy many businesses are spending large sums of money and focusing their energies on attracting new customers. Aggressive marketing and advertising campaigns as well as increasing and training sales forces may seem to be a reasonable course of action. However, many studies have shown the costs to gain new customers are greater than the costs of retaining existing customers. A good recommendation from a contented customer typically brings new customers to a business without the business having to spend any extra dollars. Perhaps a strategy of refocusing efforts and resources on appreciating and retaining the current customer base through exceptional customer service would be more productive course of action.
One unhappy customer blogging, tweeting or posting on Facebook about a negative experience can deter many potential customers from ever contacting your business. A negative review is hard to overcome, but several negative reviews can have long term negative consequences for your home heating oil or propane services company.
What are some of the actions and attitudes that would cause an existing customer to change to a new home fuel delivery provider? One or more of the following would make a customer unhappy enough to change to a new service provider.
1. An overworked, arrogant, short tempered or rude employee who is annoyed by questions or complaints.
2. A difficult phone system where you are connected to several extensions, often disconnected in the process, necessitating multiple calls before actually speaking to the appropriate person.
3. Phone calls outsourced to a foreign country where language is an issue and your message is often misinterpreted or not passed on at all, in lieu of an onsite customer service representative.
4. Defensive attitudes from poorly trained employees who do not listen and assume any problem is the customer's fault.
5. Empty promises made and not kept.
6. Unreliable delivery times and schedules.
7. Lack of communication to the customer about late deliveries, parts that arrive late, or mistakes on an invoice.
8. Lack of response to an emergency situation.
9. Higher prices than local area competitors.
10. Refusal to accept responsibility for mistakes and offer a simple apology.
11. Disingenuous statements such as "have a nice day" mumbled with rote indifference.
Contrary to popular belief customers rarely change providers because of minor price differences. Most customers are reluctant to spend the time and endure the inconvenience of finding a new supplier and changing services unless they are very upset about an unresolved or long standing problem. Often all it takes from a home heating oil or propane provider is a simple acknowledgment, an apology and an honest attempt to explain or correct the problem. Providing good customer service is essentially no-cost for most companies and is often the deciding factor in customer loyalty and retention. A good reputation is a company's best asset. Word of mouth is a companys best advertising. Customer loyalty is developed by providing exceptional customer service on a consistent basis.
An oil or propane delivery services company committed to service excellence, as a minimum, will provide their customers the following courtesies;
1. A friendly knowledgeable employee answering the phone.
2. An easy system for enrolling in a delivery program.
3. Dependable, responsive emergency service.
3. Knowledgeable repair people who follow through on procuring parts and regularly communicating with the customer until the problem is resolved.
4. A willingness on the part of management to actively seek out feedback from customers in order to improve their services.
5. Customer service representatives dedicated to satisfactorily resolving complaints.
6. Emergency and customer service contact information prominently displayed on bills or company contracts.
7. A willingness to listen to customers and be open to change.
8. Company employees who will accept responsibility when mistakes are made and sincerely apologize.
8. Staff members who have been given the authority to correct a problem.
9. Employees who treat customers with honesty, friendliness and common courtesy.
10. Reliable and timely delivery service
11. Communication regarding delayed services, changing fees or company policies.
12. A genuine thank you expressed with each service given and each payment made.
These are basic customer service expectations that should be routine. Respectful treatment of customers is the key to success for all companies. These common sense strategies introduce the human factor and foster a sense of trust toward the company. All customers should be treated as though they are more than just a delivery or billing address. These services should be implemented, practiced and adhered to by all businesses interested in maintaining loyal customers, attracting new business and developing a positive business reputation.
If you are a customer who is frustrated and annoyed by a home fuel delivery provider who is not following the above customer service protocol, perhaps it is time to calmly speak to your provider and voice your dissatisfaction. If there is no resolution, consider changing providers. This is a competitive field and there are many companies that would be happy to have your business. If you are a customer who has received excellent customer service and has been treated respectfully and fairly by your provider, let the company know that you are pleased and be sure to speak favorably of the business to your friends. Additionally, go online to one of the review websites such as Google Places or Yelp and post a positive review. Positive reviews and customer referrals are a great way to say thank you for good service!
