A man in personal protective equipment works on refilling with a propane tank
Propane retailers can foster customer satisfaction & ensure long-term success with these practical solutions to common issues

In the competitive world of propane retail, providing exceptional customer service and maintaining a seamless cylinder refilling process are crucial elements for success. However, if a propane retailer falls short in these areas, it can lead to dissatisfied customers who may take their business elsewhere. Propane retailers face a range of challenges in delivering the best possible experience to their customers.

Let’s explore the common pitfalls that propane retailers encounter, along with practical solutions to help improve the cylinder refilling process and customer service, ultimately enhancing customer satisfaction and loyalty.

Inadequate Training for Employees

When a retailer does not provide sufficient training to its employees regarding the safe handling of propane cylinders and proper refilling procedures, accidents or incorrect filling of cylinders can occur.


The things retailers can do for this issue are:

  • Create a well-structured training program that covers all aspects of propane cylinder handling, safety procedures, proper refilling techniques and customer service skills. This program should be mandatory for all new hires and existing employees.
  • Conduct regular training sessions to ensure employees stay up to date with safety procedures, industry standards and best practices. This can help prevent accidents or mistakes due to outdated knowledge.
  • Encourage employees to obtain relevant certifications, such as the Certified Employee Training Program (CETP) for propane professionals. Ensure that your business complies with all local, state and federal regulations regarding propane handling and safety.
  • Conduct periodic assessments of employees to gauge their understanding and competency in handling propane cylinders and refilling procedures. Provide additional training and support for employees who need improvement.
  • Regularly review and update training materials and procedures to incorporate new industry developments, technologies and best practices. Encourage employee feedback on training programs and implement improvements based on their suggestions.

By investing in employee training and fostering a culture of safety and continuous improvement, propane retailers can reduce the risk of accidents, ensure proper cylinder handling and refilling, and provide exceptional customer service.

Poor Communication & Signage

Customers may be unclear about the location and process for refilling propane cylinders due to inadequate signage or lack of clear instructions from employees. Here are some of the solutions for these issues:

  • Install clear, visible and easy-to-read signs directing customers to the propane refill station. Ensure signs are placed strategically at key points, such as the entrance, near the payment counter and around the refilling area. Use consistent fonts, colors and design elements to create a cohesive appearance.
  • Provide concise, step-by-step instructions for the cylinder refilling process on signs or posters near the refilling station. These instructions should cover cylinder preparation, safety precautions and the refilling process itself.
  • Train employees on effective communication skills, emphasizing the importance of clear and concise explanations when guiding customers through the refilling process. Role-play scenarios can help employees practice their communication skills and receive feedback from peers or supervisors.
  • Ensure that all employees communicate the same information to customers regarding the propane refilling process. Regular staff meetings can help reinforce key messages and maintain consistency across the team.
  • Offer customers visual aids, such as instructional videos or diagrams, to help illustrate the refilling process. Employees can also perform a live demonstration for customers who are unsure of the process.
  • If your customer base includes non-English speakers, consider providing signs and instructions in multiple languages. This helps reduce confusion and improve the overall customer experience.
  • Encourage customers to provide feedback on the clarity of signage and communication. Use this feedback to identify areas for improvement and make necessary adjustments.
  • Regularly review and update signs to ensure they remain accurate, relevant and in good condition. Replace damaged or outdated signs as needed.

By improving communication and signage, propane retailers can ensure that customers have a clear understanding of the location and process for refilling propane cylinders, leading to a smoother and more satisfying customer experience.

Inaccurate Pricing & Hidden Fees

Customers may feel deceived if the pricing for propane refilling is not transparent or if there are hidden fees involved. Ensure that pricing is clearly displayed and explained to customers, and avoid adding unexpected charges. Solutions for this are:

  • Clearly display the price per gallon or per pound for propane refilling services on signs, brochures and your website. Make sure the pricing is easily visible and understandable to customers.
  • Provide a detailed breakdown of any additional fees or charges, such as cylinder inspection fees, environmental fees or taxes. Clearly explain the purpose of these fees and ensure customers are aware of them before the refilling process begins.
  • Offer customers an itemized receipt that outlines the cost of propane, additional fees and taxes. This transparency helps customers understand the charges and builds trust in your pricing.
  • Train employees to clearly explain pricing and fees to customers, ensuring they can answer questions and address concerns with confidence. Reinforce the importance of transparency and honesty in all pricing-related interactions.
  • Consider offering a price-matching guarantee to ensure customers receive the best possible price for refilling. This can help build customer loyalty and maintain a positive reputation.
  • Avoid adding unexpected charges that were not previously communicated to the customer. If additional fees become necessary, inform the customer in advance and explain the reasoning behind the charge.
  • Offer promotions, discounts or special pricing for loyal customers, large refills or off-peak hours. Clearly communicate the terms and conditions of these promotions to avoid confusion and maintain transparency.
  • Keep your pricing up to date with market fluctuations and ensure that any changes are clearly communicated to customers through signage, website updates or employee communication.
  • Make pricing information easily accessible on your website or social media. This allows customers to compare prices and make informed decisions before visiting your location.

By focusing on transparent pricing and avoiding hidden fees, propane retailers can build trust with their customers, leading to increased customer satisfaction and loyalty.

Slow Service & Long Wait Times

Long wait times can lead to customer dissatisfaction and potentially losing customers to competitors. Possible solutions are:

  • Introduce a ticketing or reservation system to manage customer flow, allowing customers to secure their place in line without physically waiting at the refilling station. This can reduce perceived wait times and improve the overall customer experience.
  • Ensure that your refill station is staffed appropriately, particularly during peak hours or seasons. Having enough employees to manage customer demand can significantly reduce wait times and enhance service quality.
  • Continuously review and optimize the cylinder refilling process to identify areas for improvement. Streamlining the process and minimizing bottlenecks can help reduce wait times and improve customer satisfaction.
  • Train employees on efficient cylinder handling and refilling techniques, as well as time management skills, to ensure they are working effectively and quickly without compromising safety or customer service.
  • Create designated lanes for propane cylinder refilling, separating the process from other store activities. This can help manage customer flow, reduce congestion and expedite the refilling process.
  • Consider offering a self-service option for experienced customers who are familiar with the refilling process. This can help reduce wait times by allowing customers to refill their cylinders independently under employee supervision.
  • Regularly assess wait times and customer satisfaction levels, adjusting staffing and process improvements as needed to maintain optimal service.
  • Clearly communicate estimated wait times to customers, either through signage or direct communication from employees. This allows customers to plan their visit accordingly and manage their expectations.
  • Offer incentives, such as discounts or promotional offers, for customers who visit during off-peak hours. This can help redistribute demand and reduce wait times during peak hours.

By implementing these strategies, propane retailers can significantly reduce wait times and improve customer satisfaction, helping them retain customers and stay competitive in the market.

Limited Payment Options

Restrictive payment options can inconvenience customers and lead to dissatisfaction. To resolve this, retailers can do the following:

  • Accept a wide range of credit and debit cards, including Visa, Mastercard, American Express and Discover. Make sure your card processing equipment is up to date and well maintained to avoid technical issues during transactions.
  • Implement popular mobile payment options, such as Apple Pay, Google Pay and Samsung Pay, to cater to customers who prefer contactless and digital payment methods. Ensure that your payment terminals are compatible with these technologies.
  • Continue accepting cash payments for customers who prefer using physical currency. Keep an adequate supply of change and train employees on proper cash handling procedures to minimize errors and maintain efficiency.
  • Offer contactless payment options, such as tap-to-pay cards or mobile wallet apps, to provide a convenient and hygienic payment method for customers who prefer not to handle physical cards or cash.
  • Introduce prepaid accounts or cards that customers can load with funds and use for future propane refilling transactions. This can help streamline the payment process and reduce transaction times.
  • Allow customers to prepay for their propane refills through your website or mobile app. This can save time at the refilling station and provide a convenient option for customers who prefer digital transactions.
  • Offer invoicing and payment plan options for commercial customers or those who require large quantities of propane. This can help attract and retain business clients, providing them with flexible payment terms tailored to their needs.
  • Integrate payment options with customer loyalty programs, offering rewards or discounts for using certain payment methods. This can encourage customers to use their preferred payment method and enhance customer satisfaction.
  • Periodically assess your payment options to ensure they continue to meet customer preferences and industry trends. Stay informed about emerging payment technologies and consider adopting them as they become popular.

By offering multiple payment options, propane retailers can cater to a diverse range of customer preferences, leading to increased convenience, satisfaction and loyalty.


Ignoring Customer Feedback

Retailers who do not pay attention to customer feedback may miss opportunities to improve their service. Possible solutions are:

  • Encourage customers to provide feedback on their experience with your propane refilling service. This can be done through comment cards, online surveys or in-person conversations with employees.
  • Offer multiple, user-friendly channels for customers to provide feedback, such as email, social media, phone calls or dedicated feedback forms on your website. Make it easy for customers to share their thoughts and suggestions.
  • Regularly monitor online review platforms, such as Google, Yelp and social media, to gather customer feedback and identify areas for improvement. Respond to reviews professionally and courteously, addressing any concerns and thanking customers for their feedback.
  • Create a system for organizing and analyzing customer feedback. Categorize feedback by theme or issue, and prioritize areas that require immediate attention.
  • Use customer feedback to identify areas for improvement and implement changes to address their concerns. This can include updates to processes, employee training or customer service enhancements.
  • Inform customers about the changes made based on their feedback, either through signage, newsletters or social media updates. This demonstrates that you value their input and are committed to enhancing their experience.
  • Train employees to actively listen to customer feedback and report it to management. Encourage a culture of continuous improvement within the organization, where employees are empowered to suggest and implement changes based on customer feedback.
  • Establish a routine for reviewing and discussing customer feedback with your team. This can help keep everyone informed and engaged in the process of improvement.
  • Track key performance indicators (KPIs) related to customer satisfaction, such as wait times, repeat business or overall customer ratings, to measure the impact of changes made based on customer feedback.
  • Thank customers for providing feedback and consider offering incentives, such as discounts or promotional offers, to those who take the time to share their thoughts. This can help strengthen customer relationships and encourage continued engagement.

By actively seeking and valuing customer feedback, propane retailers can identify opportunities for improvement, enhance the customer experience, and foster loyalty and trust.

Lack of Customer Loyalty Programs

Failing to offer incentives for repeat customers can result in lost business. Solutions for lack of customer loyalty programs are:

  • Develop a points-based loyalty program where customers earn points for each propane refill. Points can be redeemed for discounts on future refills, free services or other rewards. Clearly communicate the earning and redemption process to customers and make it easy for them to track their points.
  • Offer a reward or discount to customers after a certain number of refills, such as a free refill after every 10 purchases. This encourages repeat business and helps build customer loyalty.
  • Create a membership program that offers exclusive benefits to members, such as discounted propane refills, priority service or special promotions. This can help attract and retain loyal customers while generating a steady revenue stream.
  • Encourage customers to refer friends and family by offering incentives, such as discounts or bonus points, for each successful referral. This can help expand your customer base while rewarding loyal customers.
  • Offer seasonal promotions, such as discounted propane refills during off-peak months, to encourage customers to return and maintain their loyalty throughout the year.
  • Leverage customer data to offer personalized promotions and discounts based on their purchase history or preferences. This can make customers feel valued and encourage repeat business.
  • Keep customers informed about new promotions, discounts and loyalty program updates through email newsletters, social media or text messages. This can help maintain customer engagement and remind them of the benefits of your loyalty program.
  • Regularly assess the effectiveness of your loyalty program by tracking key metrics, such as customer retention, average purchase value and program participation rates. Use this data to make improvements and tailor the program to better meet customer needs.

By implementing a customer loyalty program, propane retailers can incentivize repeat business, enhance customer satisfaction and, ultimately, increase revenue.

It is essential for propane retailers to recognize the importance of providing excellent customer service and an efficient cylinder refilling process to retain and attract customers.

By addressing some of the common challenges faced in areas such as the ones mentioned in this article, propane retailers can significantly improve their overall customer experience.

And by implementing these solutions, retailers will not only foster customer loyalty and satisfaction but also gain a competitive edge in the market, ensuring long-term success and profitability.

Mike Pattenson is an experienced propane technician, boasting over 15 years of professional experience in the field. Throughout his career, Pattenson has demonstrated unwavering dedication to helping customers with a wide array of propane needs, ranging from installation and maintenance to repair. To share his experience, Pattenson blogs at propanehq.com.


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