The Art of Outserving, Not Outselling, Your Competitor
When propane companies compete for customers, most of them focus on lowering prices or pitching better deals. But there’s another approach that often wins – offering better service. While the price may get immediate attention, good service builds long-term loyalty. If you’ve ever lost a customer to a competitor, they likely didn’t just offer a cheaper rate; they probably provided an experience that felt easier, faster, or more helpful. Let’s explore how to shift your mindset from outselling to outserving, and why that move can help you build longer-lasting business success.
Service Builds Trust Faster Than Price
If you’re always trying to beat the lowest price in town, you’re playing a game that never ends. There will always be someone willing to go lower. But when you outserve your competitor – by responding to inquiries faster, showing up on time, or solving problems without delay – you make price less of a factor. People remember how you made them feel, not how much they saved on one delivery. Service creates trust, and trust earns repeat business.
Spot the Gaps in Their Service and Fill Them
You don’t need to copy what your competitor does. Instead, you should pay attention to what they don’t do. Maybe they’re slow to answer calls. Perhaps they don’t offer after-hours support. Maybe they leave customers waiting during emergencies. Those are your opportunities. When you provide what they lack, customers notice – and they often shift their loyalty without you having to lower your price.
Turn Every Employee Into a Service Asset
Outserving your competition doesn’t just happen at the top. Every part of your company has to be built around helping your customers, not just fulfilling deliveries and checking off boxes on the to-do list. Train your drivers to be polite and observant. Equip your dispatchers to respond quickly and accurately. Make sure your techs explain what they’re doing in plain language. Excellent service happens when every team member acts like they care, not just the owner.
Make Follow-Up Part of the Client Experience
Following up with your customers after a delivery or service call is a small touch that has a significant impact. Ask if everything went smoothly. Thank them for their business. Invite feedback. These things take very little time, but they send a clear message: you’re not just there to drop off fuel – you’re there to meet their needs well and to build a relationship. Most of your competitors aren’t doing that, so these simple gestures will have a significant impact on your client base.
Put Your Service Promise in Writing
When you make commitments to your customers – such as same-day responses or emergency refill support – be sure to write those promises down. Add those guarantees to your welcome packets, website, or service agreements. Customers want to feel protected, and a written promise shows that you take their trust seriously. This documentation also holds your team accountable to a clear standard.
Why This Approach Pays Off
Outserving your competition creates loyal customers who are less likely to shop around. They’re more likely to refer you to others, speak positively about your company, and forgive a mistake when it happens. It’s also a strategy that doesn’t wear out. While price cuts lose power over time, excellent customer service grows stronger the longer you keep it up.
Focusing on service can shift your whole business model. You’ll attract customers who care more about peace of mind than price. Your team will take pride in delivering something valuable with excellence. And your company will stop competing in the race to the bottom and start winning where it matters: customer loyalty, reputation, and long-term revenue. This is how propane businesses grow to be solid and strong without having to cut corners.
