Ask What the Customer Wants Back
The Facts
A homeowner asks what your service costs. You can answer clearly and still miss the reason they called.
Codie’s latest newsletter asks owners to listen for the value a customer attaches to a purchase. Bring that idea to the next propane inquiry. Ask what prompted the call and what the customer wants to stop worrying about. Then let them finish.
Maybe they want someone to explain keep-full service. Maybe they need a delivery plan they can understand. Those are possibilities to ask about, never promises to put in a stranger’s mouth.
Once you know the concern, explain exactly how your service addresses it. State what the customer still needs to do. If they are on will-call, be clear about ordering responsibilities. If you offer keep-full, explain how you plan deliveries and how they should report changes in use. Don’t promise that any plan makes a runout impossible.
Key Takeaways
Carry the same plain explanation onto your website. FuelSite.pro is one place to start if the site needs work.
On the next inquiry, write down the customer’s concern before you write down your answer. See whether the answer actually fits.
Credits: Codie Sanchez, Contrarian Thinking, October 8, 2026. Retold in our own words; neither sponsors Propane Insider.
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