Turning Your Dispatchers Into Confident Decision-Makers
When you’re running a propane company, one of the hardest things to let go of is dispatching. It’s the brain of the operation, controlling where trucks go, when deliveries happen, and how problems get solved in the field. If you’ve been making most of those decisions yourself – or checking up behind everyone – it’s time to change that, not because you don’t care, but because your business can’t grow if everything still depends on you.
Coaching your dispatchers to make smart decisions on their own is one of the best ways to free up your time, build trust, and increase efficiency. But this doesn’t happen overnight. It takes real training, clear expectations, and some patience.
Start With Clear Boundaries
The first step to helping dispatchers think independently is showing them where they can make decisions – and where they need to check-in. This avoids confusion and gives them the confidence to go ahead and act when it’s their call.
You can start by mapping out which types of situations they should always handle on their own, which they should flag for review, and which should go straight to you or another manager. You don’t want to be the one answering calls about a missed driveway when someone else could’ve solved that issue.
Teach Them to Prioritize
Not every propane call is created equal. New dispatchers often treat every delivery, service call, or cancellation with the same urgency. That type of misplaced priority creates confusion, wastes time, and adds pressure to drivers.
You need to coach your dispatchers on what matters most. Is it tank percentage? Route efficiency? Commercial contract needs? Help them weigh options the same way you would. Go through real examples together so they can see how you think and make decisions – not just what you do.
Encourage Ownership, Not Just Obedience
If you want your dispatchers to make smarter decisions, they need to feel like their judgment matters. That means moving from “do what I say” to “let’s think this through.” Ask them to explain why they made a particular choice – even if it wasn’t perfect. Then discuss the pros and cons of that decision with them and what they think about it.
When dispatchers take ownership of their decisions, they get better at detecting patterns, preventing mistakes, and coming up with ideas to improve the whole system. That’s when your business starts running on more than just your brain.
Build a Feedback Loop That Works
No one improves without feedback. But the way you give it matters. Be sure your feedback involves more than just corrections. If you only check in when something goes wrong, your dispatchers will get nervous and stop taking initiative.
Instead, set time aside each week to review a few recent calls or delivery changes together. Ask questions like, “Why did you reroute that truck?” or “What would you do differently next time, if anything?” These talks help spot blind spots, reinforce good habits, and keep your dispatchers growing.
Remember to offer positive, encouraging feedback as well. Mentioning things your team did successfully can go a long way in boosting their morale. Be on the lookout for areas they have improved in or small wins that you especially appreciated. Then, be sure to highlight them as soon as you have the chance.
Make Documentation a Habit
Great decision-making depends on great information. That’s why your dispatchers should write down what they did, when, and why – especially for customer issues, schedule changes, or pricing adjustments. This protects your company, avoids misunderstandings, and helps you identify any potential training needs later on.
Clear documentation also makes it easier for another team member to step in if someone is out sick or is simply overwhelmed on a particular day. Strong systems reduce confusion, and that makes smart choices easier to make on a consistent basis.
Training That Pays Off
When your dispatchers know how to think, not just follow orders, the whole company is rewarded. Drivers get clearer routes. Customers get faster answers. You get your time back. It’s a win-win-win all the way around. And, your business becomes stronger because it’s no longer held together by one person’s brain. Instead, a shared responsibility emerges and the quality teamwork that results cannot be beat.
How This Builds Long-Term Strength
Every propane business hits a limit when too many day-to-day decisions depend on just one person. When you train your dispatchers to think on their feet, handle pressure well, and learn something from each and every call, you’re setting the foundation for growth, stability, and trust. In the process, you are doing far more than just coaching people – rather, you’re building leadership into your operations, one call at a time.
