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 Energy’s 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 don’t • 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 customer’s 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 • LOOKat the thing. Focus. • SEEwhat 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 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 : Let’s 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. Tamasin’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

18. Total Electricity Use, Pre-Audit Tamasin’s Cases

19. Annual Baseload Tamasin’s Cases

20. Electricity Use Analysis, All Cases, Pre-Audit Tamasin’s Cases

21. Pre-Audit Usage Ranges Electricity Usage Ranges among Cases (kWh)

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 • CFL’s • 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 wasn’t 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 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

32. Case 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

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 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

35. Case 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

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 • CFL’s • 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 AC’s • High solar gain • Bad refrigerator

41. Case F Measures • CFL’s • Removed 3 bad AC’s 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 • CFL’s • 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 • CFL’s • 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