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.
Read More Investments without return
July 1, 2008 By Carl Hughes
Residential real-estate experts have known for years that dollars invested into existing homes for improvements do not return the same value when the homes are sold.
Read More Keep proactive mentality
July 1, 2008 By LP Gas
There has been a lot of press in the propane industry lately about the new manual and training DVD prepared by PERC regarding static electricity or static discharge, which can result in an accident at propane-transfer sites. This potential hazard can occur during tank transport at the terminal, the bulk tank operations or at customer sites when cylinders and tanks are being filled. The new manual and training DVD describe why this is a risk that the industry needs to become sensitive to. It also spells out what can be done to minimize this potential risk to our employees and our customers.
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