Beyond the Tank: Serving Rural and Elderly Customers with Care
Serving rural and elderly propane customers takes more than just making deliveries. These clients often face challenges that others don’t – limited mobility, unreliable transportation, spotty cell phone or internet service, and tighter budgets. For many, propane isn’t just a fuel – it’s their lifeline, especially when cold weather hits. If you’re not making it easier for them to stay safe and warm, someone else might.
Why Elderly Customers Need Extra Support
Older customers often live on fixed incomes and may not be as comfortable using online billing systems or mobile apps. They’re more likely to call by phone or stop by in person. Long hold times or confusing payment processes can leave them frustrated or anxious, which can sometimes lead to them dropping your services altogether.
They may also frequently miss low tank levels or have trouble reading gauges. That makes them more vulnerable to run outs – which can lead to panic, high emergency fees, and even health risks during the colder months. Offering tank monitoring and automatic delivery to this client base will do much to help prevent these situations. But don’t just offer those services – make sure your team explains them clearly and patiently, emphasizing their many benefits.
Make Rural Routes Feel Local
Rural customers often feel overlooked. Long driveways, seasonal road issues, or distant properties can delay service, but these clients still expect reliability. They don’t want to feel like second-class customers just because they’re farther out.
One way to improve trust is to assign a consistent driver or service rep to each rural area. Familiarity goes a long way. When customers recognize your driver and know who’s coming, it adds a layer of comfort and loyalty to the whole experience. A little extra care from your team – like a reminder call before arrival or a handwritten note on their receipt – builds that community feel they remember and appreciate from smaller local companies.
Simplify Your Billing and Communication
Not every customer is comfortable with email. Many rural and elderly customers still prefer paper statements, checks, or in-person payments. If you’re moving to digital systems, offer to walk them through it – or continue mailing paper options for those who request it. Give them choices instead of forcing one method.
You can also use short reminder calls, postcards, or seasonal flyers with helpful tips and newsy updates. Keep the language clear and easy to read. Avoid industry jargon, and explain any new charges or services in plain terms.
Go Beyond Fuel – Offer Reassurance
Small, helpful gestures make a big difference. If your delivery driver notices a fallen tree near the tank or a confused customer, encourage them to report it. These aren’t just safety issues – they’re relationship-building moments.
Many elderly customers live alone. A friendly chat, a quick safety check, or even a “How’s everything going?” can turn a standard delivery into a powerful reminder that your business cares about each customer and their overall well-being.
Earn Loyalty by Earning Trust
These customers won’t always be the biggest accounts, but they’re often the most loyal ones when treated well. They’re more likely to refer you to neighbors, stick with you for years, and even leave notes of appreciation when your team goes above and beyond. When you give them peace of mind, they give you steady business.
Build Stronger Roots in the Community
By focusing on the unique needs of elderly and rural propane users, your company sets itself apart in a competitive market. You’re delivering more than just fuel – you’re delivering confidence, safety, and care to the people who rely most on you. And that trust builds the kind of reputation money can’t buy.
