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At first glance, customer complaints may seem impossible to predict at times, but when put to the test, researchers learned that the root causes of why customers switch their oil and gas supplier boils down to 4 main pain points. Knowing what pitfalls to avoid can be all your company needs to strengthen its customer base and boost your sales. Let’s get started…

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.

Hidden Fees
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.

Resolving and preventing those complaints is paramount in securing new customers as well as maintaining a loyal customer base. That being said, the way to keep these complaints to a minimum is obvious: Provide excellent customer service, be upfront and transparent about your company’s fees and policies, improve coordination with your delivery team, and communicate your pricing thoughtfully and persuasively.

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.

Sources: https://bpnews.com/feature-articles/preventing-or-resolving-top-complaints-propane-consumers
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Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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