Communication with Customers

From: Tony Shinn (VP: Operations)

Date: Jan 15, 2025

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As you know, it's crucial that we seize every opportunity available to us. We currently have a nationwide propane waiver that requires us to act aggressively yet thoughtfully in how we respond to customers.

Instead of saying “no”  or “I’ll get back to you”  or “let me check” to a customer, respond with something like the following examples…

be yourself, create your own response, what would you want to hear from a client if you were the customer.

• “We are exploring all available resources to assist and will get back to you shortly.”

• "We’re looking into all options to assist you and will update you soon."

• "I’m reviewing all available resources to help and will follow up shortly."

• "We’re actively working to find the best solution and will get back to you shortly."

• "We’re checking all available options and will keep you informed as soon as possible."

• "I’m working on finding the best way to assist you and will provide an update shortly."

• "I’m looking into all available solutions and will provide feedback shortly."

Then, make it a priority to follow up quickly with a solution.

This approach builds confidence in our commitment to finding solutions and ensures we stand out by providing a sense of urgency and reliability. Let’s continue demonstrating that we go the extra mile to support our customers.

Thank you for your attention to this matter. Let’s stand out to our customers and rise above our competitors!