Sharp Propane Goes Above and Beyond Propane

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To celebrate five years of Complete Care, long-time employee details customer service strategies that fuel the 65-year-old company.

For 65 years, Sharp Propane has been tailoring services to customers' needs by changing the way that propane is delivered and managed.

We don’t do it the easy way, or the cheap way, or the ‘get by’ way. We do it the right way.

As a whole, the propane industry is largely a commodity market – where propane is bought and sold as a natural resource. For the past 65 years, however, Texas-operated propane retailer Sharp Propane has proactively worked to make their company one that emphasizes customer service rather than one that merely delivers a commodity. Of course, the safe distribution of propane is Sharp Propane’s highest priority, but the way the company delivers, speaks to and accommodates their customers is just as important – with technicians that work around the clock, even on weekends and holidays, and customer-oriented services like Sharp Propane’s trademarked Complete Care offer. In honor of the five year anniversary of Complete Care, Sharp Propane choose to highlight one of their own, service technician Randy Rodriguez for his commitment to service.

Because propane homes rely on a functioning and supplied system for heating homes and fueling appliances, Sharp Propane technicians and delivery drivers are on call 24/7 to ensure that their customers never have to worry about their propane system. Randy Rodriguez, a veteran of Sharp Propane’s La Grange branch, is one of these employees, and he knows how important it is to make sure things are done the right way the first time. From tank installation, to site and new build surveys to propane delivery, Randy is responsible for putting service back into the propane business.

Working for Sharp for 15 years, Rodriguez, as well as the entire Sharp Propane team, has frequently gone above and beyond the call of duty to address the specific needs of consumers. In fact, tailoring services to customers’ needs is a hallmark of Sharp Propane service; the 65-year-old company has accomplished this by changing the way that propane is delivered and managed. Ten years ago, a home or business dependent on propane for cooking or heating would be responsible for arranging propane deliveries, monitoring their fuel usage, ensuring proper functioning of equipment, and troubleshooting problems on their own. After listening to customers’ needs, Sharp Propane realized there was a better way and developed Complete Care, a service that proactively manages propane-related needs ranging from system maintenance to fuel tank refills.

“We don’t do it the easy way, or the cheap way, or the ‘get by’ way,” said Rodriguez, of Sharp Propane. “We do it the right way.” This commitment to service extends beyond Complete Care customers, to call-in customers or even non-Sharp Propane customers. As Rodriguez remembers, “A customer from another company called on New Year’s Day, when their company refused to come out. Their family was freezing cold, so I came out and took care of them. Now they’re Complete Care customers with Sharp.”

As a service program, Complete Care was created to ensure that Sharp Propane customers have readily available propane, supplied via a functioning fuel system, year round. Upon enrollment, each Sharp Propane customer receives an initial 7 Point Safety Check where the service technician meets the customer and thoroughly examines their propane system as well as becoming familiar with their needs. Rodriguez appreciates this attention to detail noting, “I put a real emphasis on safety in all areas of my life. It makes me proud to work for a company that prioritizes it as much as I do.”

The Always There Guarantee is a daily aspect of the Sharp Propane Complete Care package that breeds a state of perpetual readiness among Sharp Propane employees like Randy. While attending to customer visits, deliveries and service calls, Sharp employees are also adept at responding to emergencies. For example, late last year, Sharp Propane received a call from a HVAC contractor requesting a temporary propane tank for a state agency office in downtown Austin. On a Saturday, Sharp Propane technicians worked all day to install a 1,000 gallon tank at the agency so employees would be welcomed and warm when they returned to work on Monday morning.

Additionally, Complete Care service includes Smart Monitoring, a predictive system that monitors propane levels, predicts usage and dispatches drivers to fill tanks automatically; Easy Pay, a billing program that provides customers with a predictable monthly payment; and the Always There Guarantee, which provides customers access to service all day, every day throughout the year. As a Sharp Propane Complete Care customer, then, people can easily forget worrying about their propane tank level and maintenance.

Sharp Propane strives every day to deliver the best service in the propane industry, and this dedication stems directly from service technicians. To become a Sharp Propane Complete Care customer, please visit http://www.sharppropane.com or call 1-800-932-4315.

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About Sharp Propane
For more than 60 years, Sharp Propane has been supplying safe, energy-efficient propane and tanks to Central Texas. Sharp Propane is a leading provider of residential and commercial propane systems, giving customers an environmentally-friendly, safe, and reliable energy source for the way they live and work. The Propane Professionals at Sharp are focused on putting customers first and setting industry standards for safety and service. Founded in 1949 in Smithville, Texas, Sharp also operates in Austin, Bryan, Fort Worth, and La Grange, Texas.

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Kelsey Kemper
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