Heating and propane companies often carry a rich legacy of multigenerational ownership. Stories of company founders personally answering a house call from an elderly neighbor who needed propane in the middle of a cold, winter night or a mother bringing a new baby home and wanting to know everything was working just right are passed on through the family and through the business. Of course, each generation might embellish a little as they pass the torch (“Grandpa dragged me along through the biggest blizzard in our town’s history!”). Yet those legacy tales become treasured assets and build the service foundation for how operators continue to do business in their communities for decades to come.
As they say, however, the times they are a-changin’! Businesses are modernizing partly because of the younger markets and demographics they serve and because more tech-savvy leaders are at the helm. These new leaders bring fresh perspectives to operations, marketing and customer engagement, initiating seismic shifts that can redefine the ways they connect with their customers.
While attracting a younger demographic is vital for sustained growth, it’s equally important to preserve the loyalty of legacy customers. By framing these changes as an evolution, not a revolution, you can modernize without alienating your existing customer base.
The Tools to Begin
Let’s talk tools, because if you’re still relying on handwritten invoices and phone tag, it’s time for an upgrade. Adopting modern tools can streamline your operations, enhance customer satisfaction and appeal to younger audiences. The key tools to consider are web portals, phone apps, text messaging and paperless accounting. Each offers unique benefits that can make your business more accessible, efficient and customer friendly.
1. Web Portal
Think of a web portal as your tireless, invisible employee who never complains, never takes a day off and works 24/7. It handles fuel orders, service requests and payments while keeping your younger customers happy because they can avoid the dreaded phone call. Studies show that younger consumers prefer automation over traditional communication methods. Here’s how a web portal can enhance your business:
- Automation: Set it and forget it — automate customer delivery requests, service requests and payment processing to reduce operational overhead so your team can focus on the big stuff.
- Accessibility: Let customers manage their accounts anytime, anywhere. If they can order coffee in their pajamas, why not heat oil?
- Incentives: Encourage adoption by offering promotions. Promo codes and discounts work wonders when nudging people to adopt new tools.
2. Phone App
With consumers spending almost 16 billion hours using mobile apps each year, having an app tailored to your company can be a game changer. Despite the proven value of mobility, most home heat and propane companies have yet to tap into this functionality. Here’s why you should:
- Customization: Design the app to reflect your brand, making it visually appealing and user-friendly.
- Ease of access: Provide a QR code for seamless app downloads.
- Higher adoption: Younger customers are more likely to adopt this technology, boosting engagement and loyalty.
- Legacy customers: Clearly communicate with your legacy customers that the app is an option, not a mandate, ensuring they don’t feel left behind.
3. Text Messaging
If there’s one thing that unites us all, it’s texting. Whether it’s confirming a delivery or sending a funny meme, text messaging has become a universal communication tool. With adoption rates soaring across all demographics, incorporating text messaging into your operations can enhance the customer experience and engagement through:
- Notifications: Let customers know when deliveries or appointments are coming up.
- Customer interaction: Allow them to confirm or reschedule with a simple reply — no phone call, no fuss.
- Targeted marketing: Got a special promo? Send it out via text to the right audience for maximum impact.
4. Paperless Accounting
Going paperless is a win-win: You save money, the trees stay standing and your younger customers get what they expect — an inbox full of invoices instead of a mailbox full of envelopes. Transitioning to paperless accounting can also significantly improve efficiency and reduce costs while meeting the expectations of younger, eco-conscious consumers with:
- Automation: Deliver invoices, statements and receipts via email, eliminating the need for physical mail.
- Marketing opportunities: Use digital statements and emails as a platform to promote services, such as:
- Budget plans
- Service contracts
- Automatic deliveries
- Auto-bill options for credit cards
- QR codes for app downloads
- Links to your web portal and phone app
- Sustainability: Highlight your commitment to reducing waste, a core value that resonates strongly with younger consumers.
The goal here is simple: Make your service as easy and dependable as flipping on a light switch. Younger customers crave simplicity and automation, while your legacy customers value reliability and trust. There’s no trade off when all those aspects are in play.
By embracing tools like web portals, apps, text messaging and paperless systems, you’ll strike the perfect balance — modern enough to attract new business but steady enough to keep your longtime loyalists. And if you pull this off, you’ll be the hero of the story — the one who brought the business into the future without losing sight of its roots. Now that’s a legacy worth building.
