Bad Customer Service
Poor customer service experiences is the number one reason why someone is likely to switch providers. According to Better Business Bureau (BBB), 44.6% of customer complaints to oil and gas companies are accredited to poor customer service. Dealings with representatives who are rude, impatient, or uninformed on specific issues and/or company policies drives customers away more than any other grievances they may have.
The second most common reason, accounting for 29.3%, is hidden fees such as installation fees or rental fees. When customers aren’t provided with the necessary information from the beginning and are subsequently blindsided by unexpected expenses, they’ll be understandably frustrated and more inclined to consider taking their business elsewhere. Complete transparency is not only preferable, but necessary to a lot of your potential customers.
According to the BBB, delayed, cancelled, and mismanaged deliveries made up 27.4% of customer complaints. When doing business with your company, customers are putting their trust in you. Providing poor service and unsatisfactory deliveries sends the message that your company is unreliable and doesn’t make its customers a priority like expected.
16.4% of complaints are the result of unaffordable prices from your business. As experienced business people, you understand and anticipate fluctuations in the price of propane, and you know that your company may be doing all it can to provide the best prices it can. But to the average customer, high prices may seem unreasonable and not worth the trouble.
The easiest way of doing all this is just a phone call or click away. Contact Insta Answer’s virtual answering service and our industry experts will keep things running smoothly by providing your customers with the best service possible.