In the Know: How to communicate effectively during emergencies

March 23, 2025 By Tammy Day

In the Know is a monthly partnership between LP Gas and Propane Resources. This month, Tammy Day shares some advice on communication during emergencies.

Question: How can propane retailers better communicate with customers during emergency situations?

Answer: In almost every instance, you can relate your successes or challenges to your communication efforts.

As any service provider knows, each customer is unique. Because each customer is different, your means of communicating with them should be, too.

While some customers may enjoy picking up their phones to make a call, others prefer to send a text or email. Then there are customers who would prefer that you initiate the conversation.

When it comes to warnings or education concerning emergencies, extreme weather conditions or issues with propane deliveries, consider using one of these means of communication. For best results, use more than one … if not all.

Text alerts/messages: Send real-time messages that are quick and to the point to warn your customers of possible emergency situations, delivery disruptions and/or office closings.
Company mobile app: Does your company have a mobile app? If so, use it to your advantage in times of crisis preparedness. Post notifications for your customers about important safety precautions.
Online presence (your company website, Google business page, Yelp, etc.): Prepare announcements and posts to inform customers about what to do in an emergency, announce changes to your office’s schedule or update how customers can contact you.
Social media: Use social media accounts to inform and reassure customers. Your social media posts are friendly ways to remind your customers that you care and are here to help.
Phone calls: Be proactive when you’re aware there’s a rough spot on the horizon. Call to check on customers you know may need a reminder about what to do in case of an emergency or if they suspect a leak.
Voicemail messages: Update the message your customers hear when you are unable to answer their calls. This message is a perfect opportunity to remind customers what to do in an emergency. You can also share additional information about changes in office hours or procedures.
Mailings: If you still mail invoices and/or customer newsletters and postcards, take the opportunity to include a safety message. These messages and reminders work together quite nicely with your annual duty-to-warn mailing as reminders of what to do in an emergency or when a customer suspects a gas leak.

Whether you communicate using only one means of communication or many, remember to keep all messages clear and concise. Such messaging eliminates chances of misunderstanding on your customers’ part, keeping them safe and easing their concerns around facing a potential risk to their property, their employees, themselves and their loved ones. Not to mention the peace of mind you’ll gain knowing you’ve done all you can to put the safety and well-being of your customers first.

Tammy Day is director of marketing and communications at Propane Resources. She can be reached at 913-262-8345 or tammy.day@propaneresources.com.

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