Marketer Spotlight: Quality Propane

The first thing you see on Quality Propane’s website is the phrase “Where Every Customer Counts.” Quality Propane places great importance on prioritizing its customers’ needs to keep them warm year-round. The company accomplishes this through a dedicated team both in the office and out in the field — sometimes (as you’ll see in the Q&A ahead) going above and beyond the typical job requirements to provide personalized assistance to those they cross paths with. At BPN, we’re always inspired by the way companies in this industry treat customers like the humans they are. It’s a trait that sets the propane industry apart from so many others. Jonathan Malazzi, owner of Quality Propane, shared with us how Quality Propane is meeting and exceeding the friendly and responsive reputation the propane industry is known for. 

Can you tell us about Quality Propane’s company history? 

Since opening its doors in 1990, Quality Propane has set the standard for propane companies in Connecticut. Being one of the first full-service propane and heating oil dealers in the state, we are small enough to provide exceptional customer service but large enough to be able to handle every customer’s propane needs. With 240,000 gallons of overall storage and two locations — one in Clinton and the other in North Stonington, Connecticut — we can assure our customers of a constant supply of propane regardless of market conditions. We have a continually growing fleet of over 80 vehicles from delivery to service and employ more than 50 exceptionally talented and hard-working individuals. Quality Propane is a family-owned and -operated business that will continue to set the standard for years to come. 

What is your service area? 

We service all of Connecticut and Rhode Island for residential and commercial customers. 

How would you describe your company’s values? 

We strive to treat every customer with respect and to listen to their needs, concerns and opinions. We answer every call with a live person, and every customer gets the personal treatment they would expect to get from their propane provider. Our customers are not just account numbers — they are the reason we exist. 

What about your business helps you stand out as a marketer in your region? 

We have a bobtail truck that we have lettered for the Connecticut Humane Society, and we donate 1 cent of every gallon delivered with this truck to the Connecticut Humane Society. Additionally, we are extremely involved in our community, donating time, money and resources to many incredible organizations, including: New London Rotary Foundation, Hope Partnership, Rotary Club of Old Saybrook, Lyme Public Library Foundation, Bill’s Seafood Annual Athletic Scholarship Golf Tournament, Florence Griswold Museum Foundation, The Independent Day School Fearless 5K Road Race, and Shoreline Soup Kitchen. 

Can you tell us a story of how an employee embodied your company values? 

One of our employees offered to shovel the snow off an elderly customer’s driveway so that she could get to her doctor’s appointment. She was extremely appreciative and grateful. 

What value do you believe propane businesses provide to the public? 

We provide a dependable energy solution at a competitive cost. 

Can you also tell us a story about a specific customer need and how your team worked to meet that need? 

One of our customers, who was a military veteran, was in need of a new heating system. Quality Propane installed the heating system free of charge. We wanted to give back to a veteran in recognition of his service and sacrifice. 

What industry trends have impacted Quality Propane the most in recent years? 

The introduction and implementation of tablets in the trucks, and the ability to email delivery tickets and invoices. 

Is there anything your team is concerned about/keeping an eye on in the industry? 

Yes: The push for electrification and the reduction of fossil fuels as a reliable, cost-effective energy source. 

Where do you hope to see the propane industry in the next five to 10 years? 

We look forward to the continued growth of the propane industry and its recognition as a reliable energy source.

Click here to learn more about BPN’s past featured marketer: Folger Gas.