Why Propane Customers Love Online Tools (And You Should Too)
As a family-owned propane business, you’ve likely built your reputation on strong customer relationships, reliable service, and the trust of your community. These core strengths are the foundation of your success, but as the world evolves, so do customer expectations. Today’s customers crave conveniences they experience everywhere else – from scheduling grocery deliveries with a few taps on their phone, to having meal kits arrive perfectly portioned at their doorstep.
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Your customers bring these same expectations to every service they use, including propane. Integrating online services into your business isn’t just about keeping up—it’s about staying ahead, improving operations, and deepening those relationships you value most.
One only needs to look at The 2024 State of Propane Marketing report predictions from this past year to see how rapidly propane companies across the US are embracing digital transformation. As we move forward into another year of technological advancement, let’s dive into why your customers will love the shift to online services—and why your business will, too.
What Customers Love & Why
Convenience is Everything. Life is busy. When customers can pay their bills, schedule deliveries, or manage their accounts online all from the comfort of their living room couch or the convenience of their workplace, they’re free to handle their propane needs on their schedule—whether that’s during a morning coffee break or late at night after the kids are asleep. This level of flexibility is more than a perk; it’s the kind of service that builds loyalty and keeps customers coming back.
Crystal Clear Communication. Nobody likes surprises when it comes to bills or unbudgeted expenses. Automated email app reminders, instant confirmations, and mobile app notifications help customers stay in the loop. These touch points show that you’re proactive and dependable, which makes a world of difference in earning and keeping their trust.
Transparency Builds Confidence. Customers feel empowered when they can see exactly what’s happening with their propane service. Whether it’s tracking usage, viewing billing history, or knowing when their next delivery is scheduled, an online portal gives them clarity and peace of mind. Transparency like this fosters trust and strengthens your relationship with them.
How Online Service Boost Your Business Too
- Simplify Your Operations: Think of all the time spent on manual tasks like processing payments, scheduling deliveries, or answering repetitive questions. Digital tools such as the ones offered by RCC can handle these tasks for you, freeing up your team to focus on what matters most: delivering exceptional service and growing your business. In fact, as discussed in “How Handheld & Mobile Devices have Changed the Propane Industry’s Field Strategy”, by Freddie Ridler in BPNews, propane companies that have adopted mobile solutions have seen dramatic improvements in delivery efficiency, driver satisfaction, and customer service. Drivers who once had to manually write tickets and call the office for basic customer information can now access everything they need right from their devices. Change doesn’t have to happen overnight. Many successful propane companies start small, perhaps with a new mobile-friendly website, offering a mobile app, and online payments and gradually add more features as they and their customers become comfortable. The key is taking that first step.
- Save Money While You Work: Online systems can cut costs in surprising ways. Automated billing reduces the need for paper and postage, while digital scheduling tools minimize logistical headaches. These savings add up quickly, giving you more resources to invest back into your business—whether that’s upgrading equipment, expanding services, or simply building a rainy-day fund.
- Heighten Safety Online & Off: Safety is non-negotiable in the propane industry, and online tools can help. Automated delivery systems ensure tanks don’t run empty, while digital service forms capture accurate information in a secure way to address issues quickly. You can even provide customers with online safety tips, empowering them to use propane responsibly.
- Preserve Generational Relationships: Worried that going digital might alienate long-time customers? Don’t be. Offering online services is about giving people more options—not taking anything away. You can still maintain the personal touch that older generations appreciate while catering to the tech-savvy expectations of younger customers. It’s a win-win.
Don’t just take our word for it
“Great people to work with. Great support and put out a great product. Heidi has helped us so much!” Zach Turner, MJ Propane, LLC
The Power of Keeping Customers Happy
It’s no secret that retaining a customer costs far less than acquiring a new one. Online services are one of the best ways to keep your customers happy and loyal. Easy-to-use online tools make customers feel valued and cared for, automated systems reduce mistakes ensuring smooth transactions, and access to customer data allows you to offer personalized services that make each client feel like a priority. Happy customers stick around, tell their friends, and keep your business thriving.
That said, change can be daunting, especially when you’ve been doing things a certain way for decades. But sticking to “if it’s not broke, don’t fix it” mindset can hold your business back in today’s fast-moving world. You don’t need to overhaul everything at once. Start small. Maybe introduce online bill pay or digital scheduling tools. These small steps can have a big impact over time, making your business more efficient and customer-friendly without feeling overwhelming. It’s all about progress for both you and your customers.
Partner With Us to Go Digital
At Vivid Image, we specialize in helping family-owned propane businesses embrace technology without losing their personal touch.
- Our website refresh services range from simple updates to full redesigns, creating sites that look great and work even better—on any device.
- When it comes to custom online tools, we’ll set you up with solutions tailored to your needs, like online bill payment, service request forms, and customer portals.
- Our marketing expertise drives proven strategies that help you reach the right customers and stand out in a competitive market.
- Drawing on years of experience working with propane companies, and as propane customers ourselves, our deep industry knowledge helps us understand the unique challenges and opportunities you face.
The Bottom Line
Embracing online services isn’t just about keeping up with customer expectations—it’s about making your business stronger, more efficient, and more profitable. By offering the convenience, transparency, and flexibility your customers want, you’ll build deeper loyalty and open doors to new growth opportunities.
Ready to explore what digital tools can do for your propane business? Let’s talk. We’ll help you take the first step toward a more modern, efficient, and customer-focused future—all while keeping the heart and soul of your business.
