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Selling Conservation- How To Get Buy-In From Customers

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Pure Energy's Approach. Win-Win-Win approach. Three assessment choices ... Inappropriate tone, tempo, volume. Not balancing receiving with giving information ... – PowerPoint PPT presentation

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Title: Selling Conservation- How To Get Buy-In From Customers


1
Selling Conservation- How To Get Buy-In From
Customers
  • National Energy and Utility Affordability
    Conference Denver June, 08
  • A. Tamasin Sterner
  • Pure Energy
  • www.PureEnergyAudits.com

2
Presentation Outline
  • Share a philosophy and methods used
  • Discuss cases audited - May 05 Jan 07
  • Discuss what was discovered during the home
    visits/energy audits
  • Share results - one and two years later
  • Share successes, lessons learned

3
About Pure Energy
  • Pure Energy's mission is to support everyone in
    discovering ways to reduce energy use.
  • Since 1986, we have been in over 30,000 homes
    mostly low income.
  • Our approach involves tools and techniques that
    focus energy saving efforts where they can do the
    most good.

4
Pure Energys Approach
  • Win-Win-Win approach
  • Three assessment choices
  • Jiffy Audit no site visit use analysis only
  • Walk Through Audit no major diagnostics
  • Comprehensive Audit includes 1, 2 full range
    of appropriate diagnostic tests
  • Facilitation referral
  • Support problem solving
  • Tracking results

5
Utility Low Income Weatherization and Customer
Assistance Programs
  • Weatherization Programs some include Customer
    Assistance Program services and some dont
  • Our experience ranges from auditor, installer,
    QA, program consultant, contractor trainer

6
High Users Pilot Objectives
  • The goals were to
  • Understand how a particular household uses
    electricity,
  • Identify the possibilities to reduce that use,
  • Explain the benefits of the CAP Program,
  • Partner with the occupant for the best possible
    outcomes.

7
Our Methods
  • Use Analysis
  • The Coaching Model

8
Use Analysis
  • The customers patterns of use drive measures and
    energy education

9
Savings Follows Waste
  • Total electricity use relates directly
  • to potential electricity savings
  • Source Carroll and Berger, APPRISE, PA Energy
    Forum, 2007

10
Annual End Use Consumption Ranges (kWh)
National averages trued up to PA utility program
experience
11
Coaching Modelwith thanks to Maria Nemeth, Ph.D.
  • LOOK
  • SEE
  • TELL THE TRUTH
  • TAKE AUTHENTIC ACTION
  • If Authentic Action needs to be taken to get
    results, the Truth needs to be told

12
Coaching Takes Time
  • LOOK at the thing. Focus.
  • SEE what it is doing, how it is acting notice,
    examine, and discern.
  • TELL THE TRUTH All Partners - about what is
    seen. Associate with costs, benefits,
    expectations, choices, options, consequences.
  • TAKE AUTHENTIC ACTION, together, to move in a
    positive direction.

13
Coaching Example
  • LOOK There is a heating unit in the garage.
  • SEE It is set to come on at 74 degrees.
  • TELL THE TRUTH Heating the garage uses a lot
    of electricity and costs X per month. You are
    not paying for all the electricity you use. The
    utility wants you to use less electricity
  • TAKE AUTHENTIC ACTION Remove temperature
    sensitive items from the garage separate laundry
    area from the rest of the garage

14
Another Example
  • LOOK There is a dehumidifier.
  • SEE It is running and it is winter. Rainwater
    drains into the basement due to foundation leaks
    and poor street drainage.
  • TELL THE TRUTH It costs X to run the
    dehumidifier each month. If the rainwater didnt
    enter the basement, the dehumidifier wouldnt
    have to run in the winter. You are not paying
    for all your electricity use. The utility wants
    you to use less electricity so they dont have to
    cover you.
  • TAKE AUTHENTIC ACTION Lets call the City and
    report the problem together. Even, consider
    moving?

15
Results
16
The Participants
  • All the customers in the pilot
  • Used a lot of electricity
  • Were CAP program participants
  • Needed to participate in the Pilot in order to
    stay on CAP

17
Tamasins Cases at a Glance
  • 22 total cases
  • 20 went through the entire pilot
  • 11 are still connected two years later
  • 6 of the 11 are now off CAP
  • 9 cases are still saving two years later and the
    savings ranged from 8 to 47 annually

18
Total Electricity Use, Pre-Audit
Tamasins Cases
19
Annual Baseload
Tamasins Cases
20
Electricity Use Analysis, All Cases, Pre-Audit
Tamasins Cases
21
Pre-Audit Usage Ranges
Electricity Usage Ranges among Cases (kWh)
Avg. Min. Max. Avg. Non-Case Use
Annual Total 44,500 34,000 72,000 16,000
Baseload (Incl. hot water) 24,250 11,000 60,000 10,000
Summer 1,955 0 7,000 1,500
Winter 17,841 5,000 35,000 4,500
22
Pre- and Post-Audit Use
Total Annual kWh
Still on CAP


Customer
23
Selected Cases
  • Since this presentation is about effective energy
    education and persistent savings, we are now
    going to look at the 11 cases who are still
    connected and have 2 years of post-audit data

24
Case A
TOTAL ANNUAL KWH
25
Case A Reasons for High Use
  • Holes in the thermal barrier
  • Inadequate insulation
  • Constant dehumidifier and fan use due to flooding
    from poor street drainage

26
Case A Measures
  • Insulation and air sealing
  • Education
  • Adjusted refrigerator temperature
  • CFLs
  • Customer worked with the City to improve rain
    drainage problem
  • Roof leaked again since insulation

27
Case B
TOTAL ANNUAL KWH
28
Case B Reasons for High Use
  • The old heat pump wasnt working properly the
    auxiliary heat was always on
  • Thermostat set with Fan On instead of Auto

29
Case B Measures
  • Reset thermostat fan setting to Auto
  • Met with the complex Maintenance, showed him the
    problem, and asked him to arrange for service
  • Education

30
Case C
TOTAL ANNUAL KWH
31
Case C Reasons for High Use
  • High baseload due to high number of occupants,
    multiple TVs on most of the time, leaking water
    heater, bad refrigerator
  • High AC use due to AC thermostat not accurate,
    inadequate returns so bedrooms pressurized at
    night
  • One AC duct disconnected

32
Case C Measures
  • Replaced refrigerator
  • Installed CFLs
  • Replaced AC thermostat
  • Reconnected duct
  • Undercut bedroom doors
  • Installed window film on W and S windows
  • Appliance timer on TVs left on all night
  • Education

33
Case D
TOTAL ANNUAL KWH
34
Case D Reasons for High Use
  • Very high baseload use due to hot water clothes
    washing, multiple refrigerators/freezers
  • High summer use 5 room ACs, 3 of which were 5
    or 6 EER
  • High winter use - Washer and dryer in the garage,
    so she kept the garage electric heater on

35
Case D Measures
  • Switched washer hoses
  • Installed CFLs
  • Eliminated beer tap
  • Father built wall to separate laundry area
  • Replaced 1 AC and removed another
  • Replaced thermostats
  • Added insulation and air sealed
  • Education

36
Case E
TOTAL ANNUAL KWH
37
Case E Reasons for High Use
  • High temperatures desired ill occupant
  • 24 hour a day lighting
  • Poor insulation
  • Greenhouse with dueling thermostats

38
Case E Measures
  • Insulation
  • CFLs
  • Education

39
Case F
TOTAL ANNUAL KWH
40
Case F Reasons for High Use
  • Lots of occupants
  • Out buildings with tenants
  • 24 hour lighting
  • 6 inefficient room ACs
  • High solar gain
  • Bad refrigerator

41
Case F Measures
  • CFLs
  • Removed 3 bad ACs and replaced with 1
  • Window Film
  • New Refrigerator
  • Education

42
Case G
TOTAL ANNUAL KWH
43
Case G Reasons for High Use
  • 12 occupants
  • 32 year old heat pump
  • Hot water laundry

44
Case G Measures
  • CFLs
  • New water heater
  • New heat pump
  • Insulation
  • Education

45
Case H
TOTAL ANNUAL KWH
46
Case H Reasons for High Use
  • Bad refrigerator
  • Constant dehumidifier use/uncovered sump pump
  • Old fax machine using 500 watts every 10 seconds
    (for 3 seconds each time)
  • Old line voltage thermostats

47
Case H Measures
  • New refrigerator
  • New fax machine
  • Sump pump cover
  • CFLs
  • Education

48
Case I
TOTAL ANNUAL KWH
49
Case I Reasons for High Use
  • Lots of air leakage
  • Electric oven used to heat two rooms

50
Case I Measures
  • Air sealing
  • Insulated attic space
  • Education

51
Case J
TOTAL ANNUAL KWH
52
Case J Reasons for High Use
  • Bad refrigerator
  • Electric baseboard thermostat that wouldnt shut
    off
  • AC air handler set for on instead of auto
  • Lots of guests

53
Case J Measures
  • New refrigerator
  • New thermostat
  • CFLs
  • Education

54
Case K
TOTAL ANNUAL KWH
55
Case K Reasons for High Use
  • Bad refrigerator
  • Bad water heater
  • Dueling heat pump thermostat operators classic
    shes cold/hes hot

56
Case K Measures
  • New water heater
  • New refrigerator
  • CFLs
  • Education

57
Analysis
58
Top Reasons for High Baseload Use
  • High number of occupants
  • Hot water leaks in pipes, fixtures or water
    heater
  • Long shower time
  • Very inefficient refrigerators/freezers
  • Multiple refrigerators/freezers
  • 24 hour a day lighting
  • Other mechanical, appliance or electronics
    issues computers on 24/7 air handlers on
    ceiling fans on 24/7

59
High Number of Occupants
60
24 Hour Lighting
61
Top Reasons for High Winter Use
  • Thermostat issues
  • Dueling heat pump thermostat operators
  • High thermostat settings
  • Faulty thermostats/dueling controls
  • Structural problems causing heat loss

62
Use and Maintenance Ignorance
63
Pre-Audit Use Compared to 2nd Year Post-Audit
Case Result
A Saved 42
B Saved 47
C Saved 22
D Saved 30
E Increased 250
F Net Zero
G Saved 8
H Saved 33
I Saved 8
J Saved 13
K Saved 11
Still on CAP
64
What Work Was Done? Mostly Typical Measures
  • Refrigerators and freezers were replaced,
    removed, and temperatures adjusted
  • Energy efficient lighting installed
  • Thermostats were replaced
  • West and south facing windows were tinted
  • Reconnect disconnected ducts and balance
  • Heat pump replaced
  • Insulation and air sealing
  • Water heaters replaced

65
So What Was Different?How did these folks save
so much more than typical?
  • The customers use was analyzed before the audit
  • We focused on the high use categories where we
    could make the most difference?
  • We applied the Coaching Model
  • Look
  • See
  • Tell the Truth ( the partys over )
  • Take Authentic Action

66
Effective Visit Tools
  • How Much Electricity Am I Using form
  • Form a partnership by telling the truth
  • On Track program benefits are a blessing
  • You are in trouble may not be your fault but
    you are in trouble
  • Use analysis - Knowing low to high use ranges
    how much electricity use is high
  • Determining if the issue is structural, and/or
    waste, and/or inefficient appliances
  • Have multiple metering tools
  • Prioritize the spending where it will help the
    most
  • Take the time needed to do it right research
    options, multiple visits
  • Ask for a commitment

67
How Much Am I Using?
68
How Much Am I Using?
69
How Much Am I Using?
Baseload 34,000 - High Summer 2,000 -
Mid Winter 11,000 - High
70
Could the Savings have been Higher?
  • Time lags between audit and installation
  • Customers felt disrespected lost motivation when
    there is too long a lag
  • Partnership concept was weakened
  • Assuming use at 250 a month meant something was
    wrong
  • Treating the shell when the building isnt the
    reason for the high use

71
What Doesnt Work in Customer Interactions
  • Doing things TO people for their own good
  • Losing objectivity, patronizing, judgmental
  • Inappropriate tone, tempo, volume
  • Not balancing receiving with giving information
  • Rushing through anything
  • Focusing on your stuff rather than their stuff
  • Paper pushing without explanation
  • Focusing on SELLING rather than Customers Buying

72
What Works for Us
  • Taking enough time to
  • Really connect to really understand what is
    going on and why look, see, tell the truth,
    take authentic action
  • Explain program purpose and benefits
  • Know particulars about that households energy
    use, program benefits, potential savings

73
More of What Works
  • Allow the family to choose
  • LISTEN
  • Use the Golden Rule We Are One
  • Make deals partner on next step actions
  • Be the person who made a difference in YOUR life
  • Create an opposite frequency when the air is
    tense or loud
  • Involve the kids in the installation or
    diagnostics
  • Learn the kids names and use the names

74
Guiding Principle
  • Always be in one of these states
  • Acceptance This is what is
  • Enjoyment
  • Enthusiasm
  • Who I am on my job matches who I am when Im not
    at work

75
Active Listening is a Goal
  • It begins with the intention to listen to the
    other person. Key skills are to
  • Ask open-ended questions ones that cant be
    answered with a Yes or No
  • Paraphrase state in your own words- what you
    believe someone just said to be sure
  • Empathizing -- understand they are trying their
    best just like you

76
Communication Successes
  • Showing the customer how her use compared to
    average use an aha moment
  • Customers appreciated hearing the truth about
    their bill, benefit, and payment situation
  • Showing what month the customer will have to
    start to pay their full bill if their use remains
    the same
  • Being open and honest responding and not
    reacting to the customers confessions

77
What Customers Told Us at the Audit
  • I dont know how much energy I used or use
  • I didnt know I wasnt paying for all the energy
    I use

78
What Customers Told Us(One and Two Years after
Audit)
  • Felt empowered to take actions
  • Noticed electricity use went down
  • Remembered Action Plan items
  • Children are healthier
  • Dont need On Track (CAP) anymore
  • Motivated to act on their own on items missed or
    dropped
  • Frustrated about installer follow through in some
    cases

79
Conclusions
  • The new evidence
  • High and persistent energy savings are possible
    when the customers use is analyzed and
    appropriate measures are taken
  • And when the time is taken to effectively and
    honestly coach customers.

80
Questions Feedback
A. Tamasin Sterner 717-293-8990 tsterner_at_PureEnerg
yAudits.com
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