What Should You Do When a Leak Call Comes In?

Getting a leak call after hours is one of the most serious situations you’ll face in the propane business. It can be stressful, urgent, and often happens at the worst time – late at night, during dinner, or when you’re finally winding down for the day. But when safety is on the line, every second counts, even when you’re off the clock. That’s why it’s important to know exactly what to do and how to handle the situation calmly and correctly.

This kind of call tests both your technical skills and your judgment. It’s not just about fixing the problem – it’s about keeping people safe, protecting property, and showing your customers they can count on you no matter the time. Being prepared for these emergency calls builds confidence and shows your professionalism. Let’s break down what you can do when the phone rings and you hear that there has been a leak.

Stay Calm and Ask the Right Questions
The first step is staying calm. A leak can be dangerous, but panic only makes things worse. Your voice should sound steady, focused, and comforting. Remember that your customers are looking for you to be the expert here to guide, protect, and reassure them.

Start by asking key questions to figure out the situation. Ask where the smell is coming from, if they’re inside or outside, and if they hear any hissing sounds. Find out if they’ve turned off appliances or left the area. These details will do much to help you figure out how bad the leak might be and what needs to happen next.

If there’s any chance of danger, advise them to not turn on lights or remain indoors. They should leave the area immediately until help has arrived and the situation has been rectified. Their safety should always come first.

Know When to Dispatch Help
Not every after-hours call turns into an emergency, but you need a clear plan in place for the ones that do. You or someone on your team should always be ready to respond when necessary.

If the caller gives any signs of an active leak or if they’re scared, don’t wait. Dispatch help right away. Even if the situation turns out to be minor, it’s better to check it out than to take a risk. Make sure your after-hours crew understands their role and has access to the right tools. Everyone should be trained and ready to act fast when called upon.

Give Clear Instructions Until Help Arrives
Once you know help is on the way, guide the caller. Tell them not to go back inside. Ask them to wait in a safe place nearby, like a neighbor’s yard or inside a car parked away from the home. Reassure them that someone is on the way.

You can also remind them not to try to fix anything themselves. Let them know that releasing control of the situation and letting a trained technician handle it is the best and safest move they can make at that time.

Follow Up the Next Day
After the leak is handled, don’t forget about the customer. A call the next morning to check on how they’re doing means a lot. It shows you care beyond just the emergency. This kind of service makes your company stand out and demonstrates a personal touch that people really appreciate.

It’s also a chance to explain to them exactly what happened, answer questions, and talk about how to avoid these types of issues in the future. They may want to learn about automatic delivery, regular checks, or tank upgrades. That’s a helpful and positive way to build trust.

Why Being Ready Pays Off
Leak calls may not happen every day, but when they do, your response matters more than almost anything else. The way you handle an after-hours call says a lot about your business. When you show up prepared, calm, and professional, customers remember.
They tell their neighbors. They write good reviews. They stay with you long-term because they know you’ll be there for them – even at 2 AM.

Keeping Calm Builds a Better Business
Being ready for after-hours leak calls is about more than just safety. It’s about leadership, trust, and doing the right thing when it matters most. When your propane company proves it can handle tough moments with care and skill, you don’t just keep customers safe – you also earn their loyalty. That’s how strong propane businesses grow, one protected and well-cared-for home at a time.