History
Who is the CEO of Ferrellgas
Tamria Zertuche
What does TTM mean
Trailing Twelve Months
What is the distance requirement for a 120 gal tank
May be set next to any building- just cannot be next to an ignition source (air conditioner, HVAC, etc)
How much is a leak check
$49.99
What does FCR stand for
First call resolution
Where is FG Corporate Office Located/what is the number?
Liberty, MO/816-792-1600
Why do we charge tank rental
The tank is made of steel, which is a costly product, if a customer is not using propane, we could reset that tank at another customers house and they would use the tank by getting deliveries.
Rental also helps insure customers will get reimbursed if they have a leak and includes tank paints.
Leased customers are required to take at least one fill a year, otherwise it could be increased.
What is the distance requirement for a 125 -500 gal tank
Must be 10 ft away from important buildings
What is the minimum delivery fee
$75
How often should you check on a customer that is on hold?
At least every two minutes
Where was the first Ferrellgas located
Atchison, Kansas
How soon should we quote a customer to get a refund check?
4-6 weeks (let them know the holidays can push that back)
What is the site check fee for Raleigh and why would we need to perform a site check?
$40
New build, new addition, no prior tank
What is the price of a one day delivery
Are we currently offering any expedited deliveries?
$150.00
When a customer calls in to schedule a delivery, what is the first thing you should do?
Verify name, address and phone number of the person you are speaking with
When was Ferrellgas Founded
1939
Who do you send a case to if customer is disputing their bill?
Your CSM.
What SUs are not accepting tank sets in Raleigh right now?
Wilmington SU, Chester SU, Woodbridge SU and Fredericksburg SU
How do we inform a customer of their delivery window if they place the delivery today? (What is the verbiage you would use to inform them when to expect the delivery?)
"You're delivery goal date is January 15th."
DO NOT TELL THEM IT MAY BE THERE BEFORE THEN. This leads to false hope AND expectations. We cannot control the weather/truck breakdowns/driver sickness. We use "goal" to imply that is our goal date, but it could be pushed out depending on emergencies.
What should your metrics after call work be
Under 2 minutes
Who started Ferrellgas
A.C. Ferrel (Jim's Dad)
When propane is returned to stock, what adjustment is needed to give the customer a gas credit
RMA
If a customer calls and states they are smelling gas at the stove but it is NOT an emergency, what do you do?
Launch smells gas
If a will call customer calls oog, what fee should you charge
Leak check.
First offense customers can have this waived if they request it, just explain to them to call in before it hits 5%
What is the Ferrellgas Motto
Fuel Life Simply