We didn’t set out to talk about “how to get more five-star reviews.”
We set out to answer a better question:
How do we consistently capture the good experiences that are already happening?
Most propane companies already deliver great service.
The problem isn’t performance.
The problem is documentation. Good experiences happen…
And then disappear.
Office hours focused on building simple, repeatable systems so those experiences turn into visible proof online.
The Most Common Review Questions Propane Companies Ask
Avoid asking for a star rating.
Instead, ask for an experience.
“Would you be willing to share about your experience working with our propane team? It helps other homeowners feel confident choosing us.”
This feels natural, not salesy.
Best moments:
After a successful delivery or install
After a service call is completed
When a customer says “thanks” or gives a compliment
After resolving an issue
Worst moments:
Before work is finished
During billing disputes
Long after the interaction
Fresh experience = higher response.
Assume forgetfulness, not unwillingness.
Simple process:
1. Ask
2. Immediately send the review link
3. Send one reminder 48 hours later
That alone can double completion rates.
Someone must own the requesting & replying system.
Often:
Office manager
Customer service lead
Designated marketing person
When everyone owns it, no one owns it.
Short, personable, and human.
Thanks, Mike. We appreciate you trusting our propane team. Keeping your home warm and safe is what we’re here for.
Responses show activity, professionalism, and care.
Never argue publicly.
Use this structure:
Acknowledge
Apologize
Take responsibility
Invite offline conversation
Hi Sarah, thanks for sharing this. I’m sorry your experience didn’t meet expectations. That’s not what we want for anyone. Please contact us at [phone/email] so we can make this right.
Future readers are watching how you handle issues.
Still respond calmly.
We don’t have a record of this experience, but we take feedback seriously. Please contact us so we can look into this.
Then flag it inside Google (an appeal can be made for very specific rules that aren’t followed)
Professionalism always wins.
Yes.
I’m glad we were able to resolve this. If you feel we handled it well, would you consider updating your review to reflect the full experience?
No pressure. No demands. No incentivizing.
There’s no magic number.
Better goal:
Consistent new reviews
Recent activity
Descriptive language
Responding to each review
A steady pace of 1–2 new reviews per week beats one big push per year.
Reviews can be used on:
Your website
Service pages
Social media
Recruiting materials
Sales proposals
Reviews are not just reputation assets. They’re marketing assets.
A Real-World Example
We discussed a fuel and home services company that felt “invisible” online.
They weren’t broken.
They weren’t failing.
They simply had no system.
They trained their team on:
- When to ask
- What to say
- How to send links
- How to follow up
Within a few months:
- Reviews became consistent
- Their profile looked active
- Visibility improved
- Calls became easier conversations
No new ads.
No rebrand.
Just consistency.
The Big Takeaway for Propane Marketers
Most propane companies don’t need louder marketing.
They need clearer proof.
Proof that they show up.
Proof that they care.
Proof that neighbors trust them.
Reputation creates that proof.
Everything else works better when it’s in place.
Want Help Building Your Review System?
Our office hours are built specifically for rural propane companies that want practical guidance, not theory.
No pitches.
No fluff.
Just simple systems that drive growth.
If you’d like to join a future session, reach out to our team or watch for upcoming dates.
We’d love to have you.
