Selling Conservation- Selling Conservation-

How To Get Buy-In From How To Get Buy-In From

CustomersCustomers

National Energy and Utility Affordability Conference Denver June, ‘08

A. Tamasin Sterner

Pure Energy

www.PureEnergyAudits.com

Presentation OutlinePresentation 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

About Pure EnergyAbout 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.

Pure Energy’s ApproachPure Energy’s Approach

► Win-Win-Win approach ► Three assessment choices

1. Jiffy Audit: no site visit – use analysis only2. Walk Through Audit: no major diagnostics3. Comprehensive Audit: includes 1, 2 & full range

of appropriate diagnostic tests

► Facilitation & referral ► Support & problem solving► Tracking results

Utility Low Income Utility Low Income Weatherization and Customer Weatherization and Customer

Assistance ProgramsAssistance Programs

►Weatherization Programs – some include Customer Assistance Program services and some don’t

►Our experience ranges from auditor, installer, QA, program consultant, contractor trainer

High Users Pilot ObjectivesHigh Users Pilot ObjectivesThe 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.

Our MethodsOur Methods

► Use Analysis

► The Coaching Model

Use AnalysisUse Analysis

►The customer’s patterns of use drive measures and energy education

Savings Follows WasteSavings Follows Waste

Total electricity use relates directly to potential electricity savings

Source: Carroll and Berger, APPRISE, PA Energy Forum, 2007

Annual End Use Consumption Annual End Use Consumption Ranges (kWh)Ranges (kWh)

Electricity Use LOW MID HIGH

Baseload 2250 5000 8000

Domestic Hot WaterHot water use, 1-3 people 2500 4500 6000Hot water use, 3-6 people 4000 6000 8000

CoolingCooling load (total household) 750 1500 2500

HeatingElectric heat load 2000 5000 8500

National averages trued up to PA utility program experience

Coaching ModelCoaching Modelwith thanks to Maria Nemeth, Ph.D.with thanks to Maria Nemeth, Ph.D.

► LOOKLOOK

► SEESEE

► TELL THE TRUTHTELL THE TRUTH

► TAKE AUTHENTIC ACTIONTAKE AUTHENTIC ACTION

If Authentic Action needs to be taken to get results, the Truth needs to be told

Coaching Takes TimeCoaching Takes Time►LOOKLOOK at the thing. Focus.

►SEESEE what it is doing, how it is acting – notice, examine, and discern.

►TELL THE TRUTHTELL THE TRUTH – All Partners - about what is seen. Associate with costs, benefits, expectations, choices, options, consequences.

►TAKE AUTHENTIC ACTIONTAKE AUTHENTIC ACTION, together, to move in a positive direction.

Coaching ExampleCoaching Example►LOOK LOOK : There is a heating unit in the garage.►SEESEE : It is set to come on at 74 degrees.►TELL THE TRUTHTELL 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 TAKE AUTHENTIC ACTION : Remove temperature sensitive items from the garage; separate laundry area from the rest of the garage…

Another ExampleAnother Example► LOOK LOOK : There is a dehumidifier.► SEESEE : It is running and it is winter. Rainwater drains into

the basement due to foundation leaks and poor street drainage.

► TELL THE TRUTHTELL THE TRUTH : It costs $X to run the dehumidifier each month. If the rainwater didn’t enter the basement, the dehumidifier wouldn’t 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 don’t have to cover you.

► TAKE AUTHENTIC ACTION TAKE AUTHENTIC ACTION : Let’s call the City and report the problem together. Even, consider moving?

RESULTSRESULTS

The ParticipantsThe Participants

►All the customers in the pilot:

Used a lot of electricityWere CAP program participantsNeeded to participate in the Pilot in order to

stay on CAP

Tamasin’s Cases at a GlanceTamasin’s 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

Total Electricity Use, Pre-AuditTotal Electricity Use, Pre-Audit

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

An

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al k

Wh

Average

Tamasin’s Cases

Annual BaseloadAnnual Baseload

0

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60,000

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Average

Tamasin’s Cases

Electricity Use Analysis, All Cases, Electricity Use Analysis, All Cases, Pre-AuditPre-Audit

0

10,000

20,000

30,000

40,000

50,000

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70,000

80,000

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Average

Baseload Summer Winter

Tamasin’s Cases

Pre-Audit Usage RangesPre-Audit Usage Ranges

Avg.Avg. Min.Min. Max.Max. Avg. Non-Avg. Non-Case UseCase Use

Annual TotalAnnual Total 44,500 34,000 72,000 16,000

BaseloadBaseload(Incl. hot water)

24,250 11,000 60,000 10,000

SummerSummer 1,955 0 7,000 1,500

WinterWinter 17,841 5,000 35,000 4,500

Electricity Usage Ranges among Cases (kWh)

Pre- and Post-Audit UsePre- and Post-Audit Use

A B C D E F G H I J K0

10,00020,00030,00040,00050,00060,00070,00080,000

Pre-Audit1st Year Post-Audit2nd Year Post-Audit

Customer

To

tal

An

nu

al k

Wh

* Still on CAP

* * * * * *

Selected CasesSelected 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

Case A Case A

0

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60,000

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1stYearPost-Audit

2ndYearPost-Audit

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L A

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L K

WH

Case A Reasons for High UseCase A Reasons for High Use

►Holes in the thermal barrier

►Inadequate insulation

►Constant dehumidifier and fan use due to flooding from poor street drainage

Case A MeasuresCase A Measures

►Insulation and air sealing►Education►Adjusted refrigerator temperature►CFL’s

►Customer worked with the City to improve rain drainage problem

►Roof leaked again since insulation

Case BCase B

0

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50,000

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1stYearPost-Audit

2ndYearPost-Audit

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Case B Reasons for High UseCase B Reasons for High Use

►The old heat pump wasn’t working properly – the auxiliary heat was always on

►Thermostat set with Fan On instead of Auto

Case B MeasuresCase 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

Case C Case C

0

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30,000

40,000

Pre-Audit

1stYearPost-Audit

2ndYearPost-Audit

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L K

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Case C Reasons for High UseCase C Reasons for High Use

►High baseload due to high number of occupants, multiple TV’s 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

Case C MeasuresCase C Measures

►Replaced refrigerator

►Installed CFL’s

►Replaced AC thermostat

►Reconnected duct

►Undercut bedroom doors

►Installed window film on W and S windows

►Appliance timer on TV’s left on all night

►Education

Case D Case D

0

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40,000

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Case D Reasons for High UseCase D Reasons for High Use

►Very high baseload use due to hot water clothes washing, multiple refrigerators/freezers

►High summer use – 5 room AC’s, 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

Case D MeasuresCase D Measures

►Switched washer hoses►Installed CFL’s►Eliminated beer tap►Father built wall to separate laundry area►Replaced 1 AC and removed another►Replaced thermostats►Added insulation and air sealed►Education

Case ECase E

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100,000

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2ndYearPost-Audit

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Case E Reasons for High UseCase E Reasons for High Use

►High temperatures desired – ill occupant

►24 hour a day lighting

►Poor insulation

►Greenhouse with dueling thermostats

Case E MeasuresCase E Measures

►Insulation

►CFL’s

►Education

Case FCase F

0

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2ndYearPost-Audit

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Case F Reasons for High UseCase F Reasons for High Use

►Lots of occupants

►Out buildings with tenants

►24 hour lighting

►6 inefficient room AC’s

►High solar gain

►Bad refrigerator

Case F MeasuresCase F Measures

►CFL’s

►Removed 3 bad AC’s and replaced with 1

►Window Film

►New Refrigerator

►Education

Case GCase G

0

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40,000

50,000

Pre-Audit

1stYearPost-Audit

2ndYearPost-Audit

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Case G Reasons for High UseCase G Reasons for High Use

►12 occupants

►32 year old heat pump

►Hot water laundry

Case G MeasuresCase G Measures

►CFL’s

►New water heater

►New heat pump

►Insulation

►Education

Case HCase H

0

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50,000

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1stYearPost-Audit

2ndYearPost-Audit

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L K

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Case H Reasons for High UseCase 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

Case H MeasuresCase H Measures

►New refrigerator

►New fax machine

►Sump pump cover

►CFL’s

►Education

Case ICase I

0

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40,000

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Case I Reasons for High UseCase I Reasons for High Use

►Lots of air leakage

►Electric oven used to heat two rooms

Case I MeasuresCase I Measures

►Air sealing

►Insulated attic space

►Education

Case JCase J

0

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60,000

Pre-Audit

1stYearPost-Audit

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L K

WH

Case J Reasons for High UseCase J Reasons for High Use

►Bad refrigerator

►Electric baseboard thermostat that wouldn’t shut off

►AC air handler set for “on” instead of “auto”

►Lots of “guests”

Case J MeasuresCase J Measures

►New refrigerator

►New thermostat

►CFL’s

►Education

Case KCase K

0

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50,000

Pre-Audit

1stYearPost-Audit

2ndYearPost-Audit

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Case K Reasons for High UseCase K Reasons for High Use

►Bad refrigerator

►Bad water heater

►Dueling heat pump thermostat operators – classic “she’s cold/he’s hot”

Case K MeasuresCase K Measures

►New water heater

►New refrigerator

►CFL’s

►Education

ANALYSISANALYSIS

Top Reasons for High Top Reasons for High Baseload UseBaseload 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

High Number of OccupantsHigh Number of Occupants

0

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40,000

50,000

60,000

70,000

80,000

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Average

Baseload Summer Winter

24 Hour Lighting24 Hour Lighting

0

10,000

20,000

30,000

40,000

50,000

60,000

An

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Wh

Average

Baseload Summer Winter

Top Reasons for High Winter Top Reasons for High Winter UseUse

► Thermostat issues Dueling heat pump thermostat operators

High thermostat settings

Faulty thermostats/dueling controls

► Structural problems causing heat loss

Use and MaintenanceUse and Maintenance Ignorance Ignorance

0

10,000

20,000

30,000

40,000

50,000

60,000

An

nu

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Wh

Average

Baseload Summer Winter

Pre-Audit Use Compared to 2Pre-Audit Use Compared to 2ndnd Year Year Post-AuditPost-Audit

CaseCase ResultResultA* 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

What Work Was Done? Mostly What Work Was Done? Mostly Typical Measures…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

So… What Was Different?So… What Was Different?How did these folks save so much How did these folks save so much

more than typical?more than typical?►The customer’s 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 party’s over” )

Take Authentic Action

Effective Visit ToolsEffective 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

How Much Am I Using?How Much Am I Using?

How Much Am I Using?How Much Am I Using?

How Much Am I Using?How Much Am I Using?

Baseload = 34,000 - High

Summer = 2,000 - Mid

Winter = 11,000 - High

Could the Savings have been Could the Savings have been Higher?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 isn’t the reason for the high use

What Doesn’t Work in Customer What Doesn’t Work in Customer InteractionsInteractions

►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 Customer’s

Buying

What Works for UsWhat 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 benefitsKnow particulars about that household’s

energy use, program benefits, potential savings

More of What WorksMore 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 kid’s names and use the names

Guiding PrincipleGuiding Principle

►Always be in one of these states:

Acceptance: This is what isEnjoymentEnthusiasm

►Who I am on my job matches who I am when I’m not at work…

Active Listening is a GoalActive 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 can’t 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

Communication SuccessesCommunication 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 customer’s confessions

What Customers Told Us at What Customers Told Us at the Auditthe Audit

►“I don’t know how much energy I used or use”

►“I didn’t know I wasn’t paying for all the energy I use”

What Customers Told UsWhat Customers Told Us(One and Two Years after Audit)(One and Two Years after Audit)

►Felt empowered to take actions►Noticed electricity use went down►Remembered Action Plan items►Children are healthier►Don’t need On Track (CAP) anymore►Motivated to act on their own on items missed or

dropped►Frustrated about installer follow through in some

cases

ConclusionsConclusions

The new evidence …

High and persistent energy savings are possible when the customer’s use is analyzed and appropriate measures are taken …

And when the time is taken to effectively and honestly coach customers.

Questions & FeedbackQuestions & Feedback

A. Tamasin Sterner717-293-8990

tsterner@PureEnergyAudits.com