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Serving the Canadian Ground Water industry for 44 years.
REGULATIONS, RISK AND REALITY
Preventing catastrophe and bankruptcy by being prepared for flowing artesian conditions
REACHING NEW CUSTOMERS ONLINE
Do you know where your customers spend their internet time? It’s in your interest to find out
GAS IN WATER WELLS
Knowledge of potential well gases may help drillers troubleshoot
TALKING GEOTHERMAL
OGA conference highlights rebate program amid bigger picture
ON THE WEB:
Fleming College to install geothermal funded by provincial grant
Fleming College will install a new geothermal heating and cooling system at its Sutherland Campus to help reduce greenhouse gas emissions thanks to funding from the Ontario government.
Bottled water consumption fuelled by health fears: study A fear of dying plays a role in people buying bottled water, even though they know it may not be good for them or the planet, a new study has found. Science Daily reports.
Put yourself out there
Have you explored all possible ways to find new
Are you doing enough to sing your own praises? Knowing this modest, nose-to-thegrindstone industry, I suspect not. When I set out to look for industry professionals to interview or drilling businesses to follow on social media, I must say that sometimes you folks are tough to find!
by Colleen Cross
That – and a chat with a longtime industry supporter – was the motivation behind Julie FitzGerald’s interview with Chris O’Shea, business advisor with Business Development Bank of Canada Advisory Services (page 12). O’Shea shares helpful advice on how to market your business online. There are two good reasons to have an official website and social media pages: to find new customers – and to help them find you.
As O’Shea describes the psychology behind people finding you on the internet – as so many people do. “How does someone become aware of you as a business to know that you exist? Then, do you have experience in drilling wells; do you have the ability to provide me with a solution to my problem?”
The more that people know about what you do, the more they’ll appreciate the indispensable knowledge and skills you have.
Who are your potential new customers? Obviously, those who need water wells and will pay for them. They may be homeowners, commercial landowners, farmers, municipalities – anyone who needs a water well dug, drilled, serviced or sealed, or a pump installed.
If you want to grow your business, it is worth your while to put extra effort into advertising or promoting yourself in the places – online and offline – where they spend time with their guard down. If done with purpose, exploring Facebook or Twitter is not a waste of time but a great way to learn what makes people tick.
Consider the psychology behind these customers’ purchases. Are they young couples buying their first home outside of a large city like Vancouver, Toronto or Montreal, where the prices are sky high? Do they know their way around
water well and septic, or will they look to you to answer their questions? Are they families looking to live off the grid?
Contacting homeowner and real estate associations are great ways to find these customers. Attending local home shows is another. Just this spring, a friend and I attended the same trade show separately and ended up hiring the same contractor to do home renovations. Sometimes it’s a matter of being in the right place at the right time. But if you’re not there at all, you won’t know what connections you’re not making.
One way to get into home shows is by joining your industry association at its booth. The Nova Scotia Ground Water Association talked up the benefits of being at the Ideal Home Show in Halifax this spring: “This is a great way to help promote your company while promoting the NSGWA. You get to meet and talk to potential homeowners and promote your business. This is a ‘word of mouth industry’ so why not?!”
This sounds like a low-risk experiment with potentially big gains. While you may miss out on a day’s drilling, you may also meet your next new customer (who can refer you to another), help out your association and possibly gain continuing education points all in one go.
If you’re on the fence about trying a new advertising gambit, try starting small: attend one day of a home show or set up a Facebook page that includes photos of you, your crew and if possible a worksite. Mention a tricky job or celebrate finding water. The more that people know about what you do, the more they’ll appreciate the indispensable knowledge and skills you have.
In the words of the BDC’s O’Shea, “go out there and try some things, see what works, fail miserably, try some more and just keep trying and doing things.”
Good luck – and let us know how it goes!
Your success didn’t happen overnight. It’s taken hard-fought wins and losses, raw determination, and steadfast business savvy to stay ahead of the game. Blue is the color that represents your work ethic. It symbolizes water and the lifeblood of what you do every day. That’s why Franklin Electric remains true to you and your craft. We share the same DNA. Our unwavering commitment to the integrity of this industry drives us to provide quality products, service, and education that help you and your business succeed.
INDUSTRY NEWS
CANADIANS MUST SPEND MORE TO MAINTAIN WATER SYSTEMS: REPORT
A new report by the Canadian Water Network highlights the mounting financial pressures facing Canadian water utilities and suggests Canada must spend more on water to maintain high-quality systems.
“Balancing the Books: Financial Sustainability for Canadian Water Systems” says there is a widening gap between customer expectations and water system revenue to fully recover costs, and provides customizable approaches for municipalities to achieve sustainable water systems for the long term, the CWN said in a news release.
The report found Canadians expect consistent, high-quality water services, but due to rising challenges, existing financial practices may not be adequate to meet future needs. To achieve sustainability, the report says water utilities must secure sufficient revenue to recover operational costs and required upkeep, and buffer against unexpected circumstances, while also planning for future needs.
The detailed report analyzed data collected from participating municipalities by the National Water and Wastewater Benchmarking Initiative over a 17-year period from 1999 to 2016). The data highlight a number of key challenges facing Canada’s municipalities, including changing water use, underinvestment in existing and new infrastructure, rising energy costs, the impact of climate change-related events and public resistance to rate increases. A key takeaway is that a nationwide culture shift is happening in water management, with municipalities moving from a reactive operational model towards a more proactive, customer-focused and fiscally sound management approach.
NEW TOOL TESTS DRINKING WATER SAFETY
A research team at the University of Oviedo in Spain is looking at the viability of a faster and possibly more economical way of testing drinking water safety. While current tests take a couple of days, the new test can tell whether water is contaminated in only eight minutes, according to an abstract. Felipe Lombo and his BIONUC research team fused a naturally occurring bacteriabinding protein, colicin S4, to green fluorescent protein, producing a light signal when exposed to UV. According to the abstract, the tool could prove useful for detecting bacterial contamination in drinking water. The research is published in PLOS One.
REPORTS GIVE DETAILED GROUND WATER PICTURE OF B.C.’S PEACE REGION
Two new reports published by Geoscience BC provide new information about ground water resources in northeastern British Columbia’s Peace region.
The reports are part of Geoscience BC’s Peace Project, a three-year multi-disciplinary study providing baseline information about ground water in the Peace region. This new data and knowledge will enable sound, informed decisions to be made about the use and protection of ground water in an area where hydraulic fracking for natural gas occurs, said a news release from the independent, non-profit organization that generates earth science information in collaboration with First Nations, local communities, governments, academia and the resource sector.
“First Nations, communities, governments, industry and concerned citizens want reliable research to better understand the impacts of oil and gas development on ground water in the Peace region,” said Geoscience BC chief scientific officer Carlos Salas. “The Geoscience BC Peace Project provides the most detailed hydrological picture of the Peace region ever produced. Ground water resources in this region can now be assessed more accurately than ever before.”
In the report “Processing and inversion of SkyTEM data leading to a hydrogeological interpretation of the Peace River North Western Area,” Aarhus Geophysics and the Geological Survey of Denmark and Greenland used bestpractice processing techniques to create two-dimensional slices and threedimensional models of the northwest corner of the project area. These results can be used to predict the location of ground water down to 300 metres below the surface with more accuracy than ever before, the release said.
In another report, entitled “Peace Project Area – Comparison of resistivity gamma and geological logs with airborne EM inversions,” Mel Best and Vic Levson compared core samples and geophysical measurements obtained from an eight-well drilling program against geological models generated from the Peace Project’s 2015 airborne survey, noting that examining the sediments in these wells helps make more accurate predictions in areas where wells and drill logs are not available.
INDUSTRY NEWS
WORLD WATER FORUM UNITES LEADERS AND EXPERTS
The 8th World Water Forum gathered more 10 heads of state, upwards of 100 ministers, parliamentarians, mayors and thousands of water and sustainable development experts and citizens in Brazil to commemorate World Water Day on 22 March.
The forum was held March 18-23 to coincide with World Water Day on March 22, World Water Council, co-organizers with the Brazilian government, shared several significant statistics:
• By 2025, half of the world’s population will be living in water-stressed areas.
• Eighty per cent of countries report insufficient funding to meet national drinking water targets.
• More than 840 million people worldwide, or one in nine, do not have access to safe drinking water, and 2.3 billion, or one in three, lack access to a toilet.
“Around the world, more people have mobiles phone than toilets,” said Matt Damon, water activist and actor, in the release. In a global effort to avoid widespread water crises and to improve access to safe drinking water and sanitation globally, the World Water Council organizes the 8th edition of its World Water Forum, which is taking place in Brasilia from 18 – 23 March, coinciding with World Water Day.
More than 10 heads of state, including the president of Brazil, Michel Temer; president of Hungary, János Áder; president of Senegal, Macky Sall; prime minister of South Korea Lee Nak-yeon; and chief executive officers of Fortune 500 companies, among many others, participated in high-level panels and more than 200 sessions, to map out the future of water security for the next three years.
ATLANTIC GROUND WATER EVENT SET FOR SEPTEMBER IN TRURO, N.S.
Canada’s Atlantic Water Well Association will hold its first trade and convention event in several years Sept. 27-29, 2018, in Truro, N.S.
“The AWWA after years of absence is pleased with the positive support it has received and all indicators are for a successful turnout by both suppliers and contractors,” said organizer Tom Burke in a news release.
Drillers, pump installers, scientists, suppliers and industry
members from Nova Scotia, New Brunswick, Prince Edward Island and Newfoundland and Labrador, are invited to attend, Burke told Ground Water Canada.
The event will feature a full day of technical talks, a sightseeing jaunt for spouses and a seafood chowder supper on the trade show floor, Burke said.
“Reserve these dates and join us for some good-ole-time Atlantic hospitality and a great convention,” Burke said.
For more information, contact atlanticwaterwell@gmail.com or watch for updates at nsgwa.ca.
SCIENTIFIC PANEL TO REVIEW IMPACT OF FRACKING ON WATER, AIR AND LAND IN B.C.
The British Columbia government will carry out an independent scientific review of hydraulic fracturing to ensure it is meeting the highest safety and environmental standards, according to a news release.
An independent panel will look at the process of hydraulic fracturing used to extract B.C.’s natural gas, review regulations and make recommendations to minimize risks to the environment, the release said. Members are Diana M. Allen, a professor in the department of earth sciences at Simon Fraser University; Erik Eberhardt, a professor of rock mechanics and rock engineering, and the director of the geological engineering program at the University of British Columbia; and Amanda Bustin, a research associate UBC and president of Bustin Earth Science Consultants.
The panel will look at the role of fracking as it relates to induced seismicity and its impacts on water quantity and quality, and fugitive methane emissions that may occur in the process. Findings and advice will be presented to the minister before the end of the year.
REGULATIONS, RISK, REALITY
Being prepared for flowing artesian conditions
By now, everyone in the industry probably knows this story, but just in case. In September 2015, in West Vancouver’s expensive, densely urban Kerrisdale neighbourhood, a homeowner contracted a homebuilder who contracted a drilling company to install a geothermal heating system.
by CAROLYN CAMILLERI
The drillers encountered a high-pressure aquifer at very shallow depths and weren’t able to re-achieve control before it became catastrophic. An estimated two million litres of fresh water a day flowed out of that borehole. In May 2017, the Vancouver Sun put the cost at $10 million dollars, and at that point, the water was still flowing.
Thierry Carriou and Richard Cronin of BC Groundwater Consulting Services Ltd. know all about that story, because they were called in to get it under control and closed, which they did.
Carriou is a professional engineer with 25 years of experience as a consultant, crew foreman, engineer and superintendent. Cronin, who got his start working with his
father in Ontario’s Keswick-Sutton area, has been in the industry for 35 years, including 20 years in flowing well control and grouting in B.C., Alberta and Manitoba.
Carriou points out that the Kerrisdale situation was rare only because it occurred in a densely populated residential area. Because of the older storm drain infrastructure, which is connected to the sanitary system, twin eightinch overland pipelines had to be constructed to carry the water a kilometre away to the main storm drain. Surrounding homes were on evacuation alert, and there were concerns about sewage backup and million-dollar homes dropping into sinkholes.
But flowing artesian conditions are quite common.
A flowing artesian well before and after borehole completion.
Photos courtesy of BC Groundwater Consulting Services Ltd.
FLOWING WELLS
“Probably a full third of well construction that we supervise is some version of artesian,” Carriou says.
Another example of an out-of-control well, perhaps less spectacular in location, but also a nightmare: in rural B.C., a driller hit 750 gallons a minute at about 12 psi, which continues flowing to this day.
“There was no record of any artesian flows in that area either,” says Cronin, adding that, in fact, two other wells had been drilled nearby – one a stone’s throw away and another to the north – and they didn’t flow.
“The driller naturally assumed, ‘Well, I’m in good shape,’ ” Cronin says. “But this happened. These types of wells always seem to happen in the most terrible places. This well was drilled probably 30, 40 feet from a provincial highway. Now, it’s snowballed with the Ministry of Transportation involved, because they’re worried about erosion of their highway.”
It really can happen to anyone and not only water well drillers: “Any type of driller, whether it be geo, technical, environmental, or whomever, can run into these situations,” Cronin says.
Getting that message across was a focus in “Flowing Artesian Wells: Experience with Control and Closure in British Columbia,” a seminar Carriou and Cronin jointly presented at the National Ground Water Association conference in Nashville last December. While the risk is something drillers everywhere need to consider, it is a particularly hot topic in B.C.
Under B.C.’s new Water Sustainability Act and Groundwater Protection Regulation 2016, drillers are personally responsible if a flowing well goes out of control.
“Originally, the homeowner or the landowner was responsible, and then it would go down from there to the driller and if there was a professional involved,” Cronin says.
“Now [with the new Water Sustainability Act in B.C.], that’s kind of reversed: if there’s a professional involved, he’s at the top of the responsibility ladder, and then there’s the driller and then the homeowner.”
Craig Stainton, executive director for the Ontario Ground Water Association, provides an Ontario perspective: “Responsibility basically boils down to who pays the additional costs, be it beforehand or in response to a flowing situation. The driller is responsible in Ontario, as well, unless they have a contract with the well/land owner absolving them of the additional costs of dealing with a flowing well. They are, however, still responsible.”
Personal responsibility is a heavy burden for an individual driller, especially when there are issues of interpretation within the regulations and questions about the experience and understanding of the people writing the regulations.
“One of the biggest issues is regulation,” Stainton says. “When one considers ¬ with a view to Ontario – with a well and pumping system, to get the water under pressure in a house and useable, as in coming out of a showerhead or flushing a toilet and certified potable for human consumption, there is more than one ministry involved and none seem to be on the same page. Or, in fact, often in the same room. It is the proverbial ‘dog’s breakfast.’ ”
While Carriou says he hopes and expects that eventually the regulations and responsibilities will become clearer, there is another reason drillers need to be more proactive about risks involved with flowing artesian conditions: you might get sued.
The geothermal drillers at the Kerrisdale project didn’t have the experience to deal with the situation – which they made worse by pulling their casing out – but they knew they were in trouble.
“They didn’t leave their casing, but they did leave the country,” Cronin says. “Within a few days they were gone. Completely gone. They’re a big company back in Italy, and they’re not fools. You see a certain condition arising, you have to make a decision.”
Cronin explains that, in the past, drillers were out of the public eye: “It’s great to be out in the middle of a field. You got the wind blowing in your hair. You’re alone. You’re independent. But we’ve become a litigious society now. Water, as we all know, is in the forefront.”
Carriou adds: “A lot of people like to blame the regulations, but it’s not just that. The regulations is a piece of it, but I would say, it kind of reinforces, just generally, where we are right now society-wise.”
PROTECTING YOURSELF
So how do you protect yourself? The message from Carriou and Cronin is clear: Do your homework. Don’t cut corners. Uncontrolled flow can lead to bankruptcy.
In other words: build better wells.
Stainton fully agrees: “If every well is constructed in such a manner that a flow could be controlled, then better wells will abound.”
“I know a lot of drillers do not like it, but I see it as a way of reinforcing research on where you are drilling prior to starting and providing good-quality construction,” Stainton says. “I have had drillers argue with me that they didn’t or don’t know if a well would flow, but when you get right down to it, if the well is constructed right from jump street to accommodate control in a flowing situation, in my opinion, it is going to be a better well.”
And it’s about being prepared, Cronin says.
“That’s my big thing. I’m big on logistics that way,” Cronin says. “Have the equipment on site if, in fact, something does happen, because – and this is part of the issue – it could’ve happened to anybody [referring to Kerrisdale]. You’ve got be knowledgeable and prepared and able to handle it.”
Stainton concurs, saying that, in Ontario, most people know where the flowing wells are, but there are some surprises, “And it should only be a surprise for a few minutes.”
Another sign of changing times is whom you need on your team. Carriou and Stainton both comment that drillers need to work together with consultants and lawyers. And they emphasize the need for a team approach, with both sides ¬ professional/education and field/direct experience – working in conjunction.
“It’s a structural issue because both sides are kind of
Continued on page 29
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REACHING NEW CUSTOMERS
Where do your customers spend time online?
Marketing your water-well business has never been easier with free online tools and platforms literally at your fingertips. The trick is knowing which social media and website platforms are right for you.
by JULIE FITZ-GERALD
Mobile has become a higher priority now as well, so having a mobile-friendly website is super important, says Chris O’Shea, business advisor with Business Development Bank of Canada.
We spoke to Chris O’Shea, business advisor with Business Development Bank of Canada (BDC) Advisory Services, about his best tips and practices for well-drilling businesses to use these tools for maximum impact, turning your target market into repeat customers.
QChris, what impact can successful marketing strategies have on small businesses?
In my work, it’s a core foundation of what we attempt to get our clients to consider. Anytime a business is dealing with the general consumer-based marketplace, in this case homeowners, commercial landowners or anyone who is looking at drilling a well, marketing really opens up what we consider to be the top end of your funnel. There is
a buyer’s journey that we want our clients thinking about: How does someone become aware of you as a business to know that you exist? Then, do you have experience in drilling wells; do you have the ability to provide me with a solution to my problem? These are the things people will go through and navigate when they’re looking to figure out whether you’re the right service provider for them or not. We want our clients thinking about what tools, what ways, what means can be used to generate that interest in the consumer world.
QWhat’s a realistic starting point when revamping a business’ marketing plan?
It’s a great question and from our perspective, we don’t want to dump anybody into the deep end of a pool. They have to navigate this in
terms of time and effort for what they can do versus perhaps our idea of what they should do. Sometimes it makes sense to get some help externally, and maybe you go to a service provider who can do the actual Facebook postings, as an example, but what we really want them to start thinking about is where can they spend their time, their money and on what platforms does it make sense to do that. Every business will be different in terms of their ability to execute against that, but the strategy part is really important.
We want them to think systematically about how they can implement things into their business. Is it 15 minutes a day? Maybe that will work for them. It’s a bit of a hamster wheel: you have to continually do this. You can’t start and stop, you have to continually have these conversations with your prospective customers to 1) know what makes them tick; and 2) be in the places where they’re spending their time.
QWhat are the main components to a good marketing campaign? It’s really about the plan and what you want to accomplish. We always reverseengineer it from your target customer. Who are they? Where are they? What do they need to know? How do they need to know it? Where do they spend their time? If you can spend a little time thinking about end user and end
customer, whether that’s geographical – you may have a new area or region you want to be in based on new developments happening – these are all things to be very mindful of.
You want to know, for example, what makes that 35-year-old couple tick. You can then start figuring out what you have to do to be in front of those individuals. A 35-year-old couple is very different from a 50-year-old couple or a 60-year-old couple. Sometimes it’s a mixed bag, but if you can at least understand where that plan is going to take you, you’ll know you want to spend some time posting on Facebook or having an email newsletter or paid advertising like Facebook ads. These are things you can leverage, but if you don’t know what your goal is or who you want to talk to, it’s the old adage of throwing darts at a dartboard without knowing what’s going to hit. You want to be very tactical and very strategic.
QShould a website and a social media presence be part of every business, and if so, why?
It’s 2018 and we live in a digital world. Every business, no matter how small, should have some level of digital presence, a digital footprint. How much and how big can vary widely. You can build yourself a free website, social media is free, generally speaking, so these are not things that will cost businesses a lot of money. We try to
help our clients understand that if you’re trying to target a 35-year-old and they have a need for a well driller in Ancaster, Ont., what is the first thing they’re going to do if they don’t have a provider in mind? They’re going to Google it. That’s where the discussion starts.
Nobody’s going to the Yellow Pages anymore. It’s a conversation about experience and about your ability to deliver as a service provider. The customer needs ammunition to make their decision and the ammunition you provide is on your website and on your social media channels. The customer is going to peel back the onion and start snooping around to see if you do what you say you’re going to do. Are you a good provider to work with? If there’s a problem will you solve it? A drilled well is a big investment for the average homeowner, so can you make me feel better about that by providing me with good information in a space where I feel comfortable. Every business needs a solid digital footprint, including a website, which we consider to be a conversion engine: I want somebody to land on my website, get good information, and turn it into a “contact us” form, a phone call or a message on my social media channel.
QWhat social media platforms are most beneficial for businesses? Anybody who spends time in the digital space will tell you, it’s a Google-Amazon-
PROMOTION
Facebook world; that’s the Holy Trinity of digital presence right now. Amazon may not be applicable here, but certainly Google and Facebook are and those are the two we would start with. Google is a communication line that you want to be very fluent in. Facebook is a social media platform that billions of people use and that unto itself has some cache, but Canadians have a high per capita usage of a tool like Facebook and there’s some demographics there. So this becomes a conversation about reverse-engineering the platform for the customer you’re trying to go after. If you’re trying to skew younger, you may want to look at Instagram or YouTube. These are all the connective pieces that we want our clients to understand and use as part of an overall communications strategy. What do you want to say and where are your customers spending their time? You have to know a little bit about these platforms and the only way you learn is by doing. So you have to figure out what these platforms will do for you.
QWhat are the first steps in creating a marketing strategy?
A first conversation would be just to think about the customer. Who are those folks that I have the most interaction with and success with? Then determine what your business goals are – I want to be in this particular area, region, city, town, community. When you can plot this out at the starting point, everything else just flows from there. We would love to have them build themselves some level of web presence, and again there’s lots of low-cost tools, there’s lots of free website platforms like Go Daddy and Wix that have professional-looking designs. From a cost perspective for a small business, those are some options. If you don’t know how to do it, find a provider in your community who can help build you a website.
Mobile has become a higher priority now as well, so having a mobile-friendly website is super important. From there, you determine the message: What do I want to say; what’s my brand; what makes me different?
QAre you able to ballpark the percentage of increases in revenue and customer-base after running a successful marketing campaign?
This is the concept of marketing that trips up a lot of entrepreneurs in the sense of there is no “If I do this, I will get X.” There is no “I’m going to spend $10,000 in marketing next month; what am I going to get in sales?” Nobody has that crystal ball. There are so many variables involved. One is your buying cycle. Maybe it takes people three to 10 months to make a decision that they need a new well and they just need to come back and be constantly reinforced with the message that says, “We are the right ones for you. We are really good at what we do, we’re affordable and we have great experience.”
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So if I’m going to invest time and money, the ROI is actually: What happens if I’m not there? Who gets the business? Who else is doing the things that you could and should be doing – in terms of word-of-mouth on steroids in the digital space – to get that business? Start looking at data and hopefully it tells you a story. You should have data, things like Google analytics, installed on your website because it will tell you a story about how people use your website. You should look at Facebook insights; it will tell you a story about how people are using your Facebook page. This data will help you determine whether or not you’re doing a good job [with your marketing strategy].
QDo you have any last marketing tips or advice for our readers?
Just do it. You’ve got to get out there and do it. For an industry that may be a little bit behind as far as overall acceptance or use of digital tools and marketing as a driver of business, be the first to market. First to market wins a lot. If you’re in a competitive landscape and you’ve got other people in the same boat as you, start before they do.
Thank you, Chris, for offering this valuable information!
This interview has been edited and condensed. Julie Fitz-Gerald is a freelance writer based in Uxbridge, Ont., and a regular contributor to Ground Water Canada.
WELL GASES
GAS IN WATER WELLS
Knowledge of well gases may help drillers troubleshoot
Gas flowing in water wells is usually considered an undesirable situation. It is a common enough occurrence in some areas that systems are in place to handle at least some of the aspects of this gas flow.
by KEN HUGO, P.GEOL., GROUNDWATER INFORMATION TECHNOLOGIES
However, gas flow in wells cannot be described in terms of one single composition, one source of gas, or one mechanism of flow through the subsurface. A little bit of familiarity with gas in water wells may be of useful knowledge for a water well driller.
We typically think of gas as methane as supplied by your local utility company. Much of the time the gas in the wells – or at least a large component of the gas – is methane. The gas in the well can also include other components such as nitrogen or carbon dioxide, which can account for a significant proportion of the gas. Oxygen may be present, but generally subsurface gases contain only a small amount of oxygen.
As was mentioned, the most common hydrocarbon gas is methane but small amounts of heavier hydrocarbons such as ethane, propane or butane sometimes can be found. Trace quantities of other gases may also be present. Hydrogen sulphide (H2S) may be present, which gives the gas a rotten egg odour even at levels of less than five parts per million. Nitrogen compounds such as ammonia may also be present, giving a strong odour. Trace quantities of other gases such as helium or argon also can be present.
SAFETY AND HEALTH HAZARDS
Many of these gases can present safety and health hazards. Hydrogen sulphide gas is toxic at very low levels. Methane and other hydrocarbon gases may present an explosive hazard. The lack of oxygen may be a problem
in itself, especially if the gases from a well displace atmospheric air in a confined space such as a well pit or cistern. The gas can come from different sources and frequently the composition of the gas will give an idea of its source. Water wells that produce gases are almost always associated with sedimentary rocks, but the source has been split into two large groups: gases that are from recent decay of organic matter, typically in near surface environments, and gases that are from deep sources that have naturally migrated to the aquifers over long periods of time.
BIOGENIC VS. CATAGENIC
Gases from shallow sources are often formed due to bacterial reactions with organic material in the near surface. They are termed biogenic gases. Deeper gases are formed in deeper and older sediments under higher temperature and pressure conditions and are more likely formed due to chemical rather than biological mechanisms. They are termed catagenic gases.
Biogenic gases are more likely to consist mostly of methane, with some carbon dioxide, oxygen and nitrogen, as often the gas source also includes some atmospheric air. Catagenic gases are more likely to contain ethane or butane (at small concentrations) with no oxygen found. Detailed analysis of the gases can be done to determine their source. Isotopic analysis of the carbon and hydrogen elements within the gas can provide conclusions not only on whether the gas is biogenic or catagenic but also from which deep geological formation the gases came.
WELL GASES
HOW GAS FLOWS IN SUBSURFACE
Gas flows in the subsurface by one of several mechanisms, which can complicate both source knowledge of the gas and the productivity of a well. Three main mechanisms of flow are present and are illustrated in Figure 1:
• Flow of pure gas from a gas cap above a water zone – This is the classical “gas trap” shown in petroleum text books and shows a zone of pure gas above a zone of pure water with each zone flowing separately into the well.
• Dissolved gas that comes out of solution – This phenomenon is familiar to anyone who has ever observed gas coming out of solution in a carbonated beverage. At high pressures the gas is dissolved in the water, but as the pressure is lowered in the aquifer by pumping the well the gas comes out of solution to form bubbles in the water. If enough gas comes out of solution the gas can form its own flow stream. How much gas can be dissolved in water? Factors such as water temperature and salinity will influence the amount of gas in solution, but the amount of gas dissolved in water is mostly a function of the pressure. At typical aquifer pressures and temperatures, the volume of gas at the surface can be around 25 per cent of the volume of water produced (that is, a well producing one 1,000 litres of water will also “bubble out” 250 litres of gas at atmospheric pressure).
• Gas and water flowing together – Gas and water can flow together in the subsurface. This dual-phase flow can lead to a detrimental effect, as the presence of one phase will lower the mobility of the other phase in the aquifer. This is known as a “relative permeability” effect. However, even in aquifers with less than a third of the pores occupied by gas, the water flow can be reduced by more than half. Sometimes when a well is initially pumped there is just water with dissolved gas present and a good flow of water occurs. As the water level is lowered in the aquifer and well by pumping, the gas comes out of solution. Because a gas has much less viscosity than water, more and more gas may flow and fill up the pore spaces, with the result that the
Figure 1. Gas flows in the subsurface by one of three mechanisms. Diagram courtesy Ken Hugo
water flow decreases – an undesirable situation that can significantly reduce well productivity.
EFFECTS OF FRACKING
Finally, one would be remiss without a comment on the effects of hydraulic fracturing of gas reservoirs on aquifers. In Canada the gas zones targeted for gas production are much deeper than aquifers used for water supply and the scientific consensus seems to indicate that fracking does not lead to significant gas flow directly from deep gas zones to shallow aquifers through the fractures created by the process. However, it may be that gas is flowing up poorly completed or abandoned oil and gas well bores from deeper zones into shallow aquifers, or perhaps due to operational error (such as fracking a shallow zone by mistake). These flow situations are not directly the result of a properly conducted frack operation.
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Bad vibrations
Ontario wind turbine project linked to well impairment
by Bill Clarke
Let me say at the outset that I am not opposed to alternative energy sources, including wind. What I am opposed to is those developments that may cause serious and possibly irreparable damage to the environment.
It is obvious to me that the main aquifer under the Chatham-Kent area of southern Ontario is being affected by the construction and operation of wind turbine towers. These problems are being exacerbated as a result of developers not responding to catastrophic issues for many private wells in the immediate area. Simply stated, wind towers, for generating electrical power, should never have been constructed over the extremely fragile contact aquifer of the Kettle Point shale.
Within months of operation, many wells in the Dover area were pumping ground water that was highly turbid, expressing itself as everything from cloudy water to totally plugging up the pressure tanks.
In the Dover area, rural landowners were approached, and some agreed to have towers erected on their land. Wind tower construction was initiated in 2007 in the Marsh Line Wind farm, as stage one of a series of stages. Within a week of pile driving, one resident observed heavily turbid water. Within months of operation, many wells in the Dover area were pumping ground water that was highly turbid, expressing itself as everything from cloudy water to totally plugging up the pressure tanks. The number of affected wells is unknown since the agreements to place towers on private land also included gag orders that prevented the residents from reporting any detrimental affects on the quality of the well water. It was impossible to compare preconstruction conditions to post-construction conditions because there was no meaningful data collected to characterize the ground water
quality or quantity from a single well in the Dover area.
When the next phase of development was approved by the Ministry of the Environment and Climate Change (MOECC), a citizens group opposed the activity, as the stories from Dover residents were revealed in the coffee shops. Questions were asked of the MOECC, but they deferred to the proponent’s consultants. Concerns were shared with the local government, but they had invested in the wind tower project, so there was a conflict of interest.
I have been working in the Chatham-Kent area, on behalf of Water Wells First for almost a year and a half, collecting as much background water quality data as possible from as many private wells as possible. The main challenge has been the definition of protocols that will address the relationship between the wind tower construction and operation. The MOECC was unable to participate in this process, so decisions were left to my professional experience and the financial commitment that individual well owners were willing to make to protect their water supply.
In the Chatham-Kent area, the only viable aquifer is the geological contact between the bottom of the overburden (a thick sequence of glaciolacustrine sediment and till) and the top of the Kettle Point shale. This aquifer is relatively shallow, ranging between 17 metres (55 feet) and 21 metres (70 feet) deep.
Most of the rural wells that I saw were 7.6 centimetres (3 inches) to 10.2 cm (4 in.) in diameter. These wells are reported to have been drilled prior to 1950, so there are no records of the stratigraphy or well construction. The standard construction for the older wells was to drill to the shale contact, and then a very short distance into the shale to obtain sufficient water to meet the expected demands of the household or farm. It is common to have well yield at 9 to 14 litres per minute, or two to three
GUEST COLUMN
gallons per minute. There are some wells that yield more.
Another observation on the landscape are the frequent occasions where there are pump houses, in the middle of large fields, many tens of metres (or hundreds of feet) from the house or barn. Well owners told me that the driller had to try several
times at various locations to find a minimum quantity of water.
Wells drilled over 80 years ago were typically open-cased, with the bottom of the casing a short distance into the fractured shale, or at the top of the shale surface, or slightly above the shale surface if there was a relatively permeable layer (sand/gravel) above the shale.
At the time of writing this article, there are 19 families who have registered a well interference complaint with the MOECC. Each of these families has experienced distinct, observable changes in their well water, which expresses itself as cloudy and often includes dark particulates.
The MOECC has determined that the vibrations from the pile driving and the vibrations from the operating wind turbine towers are not responsible for the impaired water quality at 19 residential wells. Starting on Feb. 1, 2018, the MOECC sent letters to the residents stating that “there is no evidence of any ongoing impact to your well related to the North Kent Wind project.”
It is my professional opinion that there is a distinct relationship between the wind tower project and the impaired wells. This is the time to suspend the project until we know more. Otherwise, blindly barging ahead will result in more damage.
In a future issue, I will present the current data and the associated legislation for Ontario.
Bill Clarke graduated with an Honours B.Sc. degree in geology in 1976 from the University of Waterloo. He worked at the Ontario Geological Survey until 1978, and then returned for a masters degree in hydrogeology from U of W. Bill was hired as Conestoga Rovers & Associates Ltd. (now GHD) in 1981. He became an independent hydrogeological consultant in 1986. In 2009, his company Waterloo Geoscience Consultants Ltd. merged with MTE Consultants Ltd. Bill is currently in semi-retirement so that he has time for his five grandchildren and opportunities to teach Nature Connection skills at the Guelph Outdoor School.
TALKING GEOTHERMAL
OGA conference highlights rebate program
Ontario’s new homeowner rebate program was front and centre and the mood was positive at the Ontario Geothermal Association’s 2018 conference and trade show, which featured speakers on many aspects of the geo-exchange industry.
by COLLEEN CROSS
The Ontario Geothermal Association’s annual conference and trade show, held in February in Toronto, served as a gathering place for more than 180 geothermal industry executives, contractors, advisors, investors, policy makers, research analysts and stakeholders.
The conference, held at the Westin Toronto Airport Hotel in February, served as a gathering place for more than 180 geothermal industry executives, contractors, advisors, investors, policy makers, research analysts and stakeholders.
Attendees learned details of how the GreenON rebate program will work for contractors and homeowners, perspectives on the geothermal industry in Ontario, across Canada, in the United States, and in Europe in the form of a talk on the DecarbHeat climate change initiative. They also took in a slate of focused talks that encompassed industry research, public relations, a geo-loop installation case study and a perspective on the ground source heat pump market.
IN ONTARIO:
GreenON INCENTIVES INCLUDE GEOTHERMAL Parminder Sandhu, Green Ontario Fund chairman, said the Green Ontario rebate program is designed to help homeowners get access to and finance sustainable technology to help reduce greenhouse gas pollution. His is an arm’s-length board that reports to the Ministry of Energy and Climate Change. It is funded by cap-andtrade proceeds and has a budget of $2-3 billion. Sandhu said his team anticipates more families taking advantage of the program. He hinted at an upcoming announcement that has since been made: Ontario will invest up to $300 million in the GreenON Challenge beginning this year. Ontario-based private businesses, non-profit organizations, registered charities, conservation authorities and utilities,
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GEOTHERMAL
as well as Indigenous not-for-profit organizations, are invited to submit expressions of ideas by May 7, 2018. Selected applicants will be invited to submit a more detailed business case.
Sandhu said he expects these industries will be a source of good jobs. He pledged his group’s support and said they would work with the OGA to cut out as much paperwork as possible.
ONTARIO REBATE PROGRAM PARTICULARS
Evelyn Lundhild, senior manager for GreenON, which is part of the Independent Electricity System Operator, said the rebate program has up to $20,000 available to homeowners replacing existing systems. There is a program for new construction as well. One rebate per home is allowed and the work must be done by a registered contractor, Lundhild said.
Horizontal loops are eligible for $2,000 per loop ton and vertical for $3,000, she reminded the conference. At present there is no prescription for open loops.
More than 70 ground source heat pump installers have registered to date, and the Heating, Refrigeration and Air Conditioning Institute of Canada (HRAI) is helping GreenON process applicants.
Martin Luymes, director of the HRAI, moderated a panel that included Sarah Coleman, GreenON supervisor, and HRAI representative; Lundhild; and Angie Mantei, education supervisor for HRAI.
Homeowner requirements: Coleman went through the steps homeowners must take to receive their rebate: Homeowners choose from an online list of approved contractors. Each heat pump is assigned a number and that will verify the quality of the equipment. Homeowners must submit proof of equipment purchase, before-and-after photos, they can expect a rebate cheque in the mail after six to eight weeks.
Contractor requirements: To be an approved contractor for the program, contractors must meet several requirements. They must have an HST registration number, either a Master Business Licence or articles of incorporation valid for at least two years, $2 million in liability insurance, $1 million in automotive insurance, a letter of clearance from WSIB (not required for sole proprietor), complete program orientation, and they must sign the Contractor Participation Agreement.
For contractors there is a 180-day grace period to recognize those who have existing certification beginning when the program went into effect in December. Luymes said the plan is to supplement current contractors with a coach on the first three jobs to ensure quality control. Coleman encouraged contractors who apply for approval to use a checklist to ensure they have submitted all of the required information and avoid delays in getting approved. There may be a time lag before your name appears on the website, she said.
One attendee wondered why gas and geothermal programs are separate and why you go through what seems a more rigorous program for gas but don’t have access to better funding. Lundhild said the rigour on the geothermal side is in the careful vetting of contractors.
A contractor in the audience commented it is hard to convince homeowners to remove and replace existing equipment. One out of four still go through with the
installation once they find out how expensive it is.
Ontario homeowners who live in a detached home, townhouse or semi are able to take part. The rebate is also available to homeowners of new custom home builds. GreenON is still determining what defines a “new custom home,” Lundhild said in answer to an audience question. This will be addressed to homeowners, as they cannot allow developers to access the money, she noted.
CANADA-WIDE: PAN-CANADIAN FRAMEWORK
Debbie Scharf, director of the Office of Energy Efficiency at Natural Resources Canada, provided a broad overview of the Pan-Canadian Framework on Clean Growth and Climate Change her office is working on. Among other responsibilities, Scharf oversees the Energy Star program.
With 17 per cent of greenhouse gas emissions in Canada coming from residential, commercial and institutional buildings, she said, this is an area that benefits from collaboration among federal, provincial, territorial, Indigenous peoples, utilities, associations and other stakeholders.
The framework, a different model from the previous rebate programs, is intended to drive standards, not react to those standards that are lagging. It is meant as a template that can be adapted to the needs of provinces and territories and potentially adopted and harmonized across Canada, she said. It has four priorities: a net-zero energy code for new buildings, existing buildings, labelling and disclosure of energy use in buildings and high-efficiency equipment and appliances.
The PCF has been running for about a year, with the federal government contributing $2 billion mostly through improvements and retrofits, Scharf said. She and her team are developing a series of tiered codes expected to be in place by 2022. Provinces and territories can then choose what works for them. The codes set minimum energy performance standards. Some provinces may have the program in place by 2019.
The focus is on heating through the building envelope and efficiency of equipment. Priorities are space heating, water heating and residential windows. By 2035 they want all spaceheating technology to meet an energy performance rate of 100 per cent.
She referred to the market transformation scorecard, a “starting point” released in August 2017 and informally known as the five A’s: availability, accessibility, assessment, affordability and acceptance. She noted that four technologies have come to the fore: commercial furnaces, ground source heat pumps, cold-climate air source heat pumps and gas heat pumps. The challenge is how to sustain these systems and not have them fluctuate with rebates that come and go, she said.
They have held workshops and expect to publish a roadmap and an update on implementation of the building strategy in the summer.
U.S. PERSPECTIVE: IGSHPA TOUTS PROGRESS OF GEO-EXCHANGE
Garen Ewbank, president of the International Ground Source Heat Pumps Association, headquartered at Oklahoma State University, addressed the audience with a message about public
perception of the geothermal industry. The association, which was established in 1987, has been heavily involved in training. Ewbank said the IGSHPA is changing the way the courses will run and when finished it will be ANSI accredited. They will release an international version.
He encouraged people in the industry to “document, document, document” energy loads, as geo-exchange is a relatively new and evolving industry. Drawings with homeowners are important, he said.
“We’re not telling the right story,” Ewbank said. A ground source heat pump costs less, lasts 50-plus years compared to 30 years for a gas furnace. It makes sense for other utilities to work with geothermal, he said.
He pointed to Drake Landing Solar Community in Okotoks, Alta., as a great example of what sustainable work can be done. The district heating project is in its 10th successful year, with 52 energy-efficient residences heated by a system designed to store abundant solar energy underground during the summer months and distribute the energy to each home for spaceheating needs during winter months.
Some of the terms used confuse the public, he said, noting, “We need new rating systems terms.” Ewbank said he is going to introduce new terminology and talk in terms of KW rating to express an integrated current. The goal is to deliver grid stability, which he defined as a combination of reliability and fair pricing.
GEOTHERMAL CONTRACTOR HAS POSITIVE OUTLOOK
Matt Bulley, a geo-exchange installer with Bi-Temp Limited in Belleville, Ont., came to get the latest information on the industry and government incentives for customers. Bulley, who has been in the geo-exchange industry for about 10 years and was attending the OGA conference for the second time, said he sees a lot of promise and excitement as well as a lot of the same faces. “It’s encouraging to see people in it for the long term,” he said.
He is involved in a lot of work on the residential and multi-
Matt Bulley, a geo-exchange installer with Bi-Temp Limited in Belleville, Ont., came to get the latest information on the industry and government incentives for customers.
use apartment side, and is hopeful young people will see the value of geothermal technology. “After all, we have it drummed into us to reduce, reuse and recycle,” he said.
Among many interesting speakers were:
• Nuno Duarte, vice-president of professional services with BGIS, and Greg Woodhouse, director of engineering, who detailed the system design and considerations for a geoexchange field installation with a hybrid system with solarthermal heating at Evergreen Brick Works, an event space in Toronto.
• Parham Eslami Nejad, a research scientist with CanmetENERGY-Varennes at Natural Resources Canada, who shared technical details of current research projects.
• Jim Sanders, president of Enbridge Gas Distribution, who discussed the company’s collaboration with the OGA and its proposed geothermal program model.
• Laure Meljac, regional manager of international affairs for NIBE Energy Systems in Sweden, who described the goals and progress of the DecarbHeat climate change initiative being implemented across Europe.
NEW PRODUCTS
VERSADRILL INNER TUBE PULLER
CETCO Drilling Products’ new TC Booster is an additive used to boost the thermal conductivity of the company’s geothermal grout.
The product comes in the form of large flakes that improve thermal conductivity potential while reducing the amount of dust produced when using the product in the field, CETCO said in a press release.
The additive may also be used as an additive to increase lubrication of drilling fluid, as a lost-circulation additive or as a heat-dissipation additive.
The product comes in bags of approximately 24 pounds (11 kilograms), in plasticwrapped pallets of 88 bags each.
cetco.com
VersaDrill Canada of Val-d’Or, Que., has worked with Groupe Rouillier and RIDD to produce an Inner Tube Puller for mineral drilling that could potentially have applications for geotechnical, geothermal or core drilling.
Major goals of the design are to help prevent the back pain among drillers and to increase metres drilled per shift, according to the company’s website.
What makes it so effective is the roller surface, said Philippe Laplante, business development manager for VersaDrill. The company worked with sister company REDD (Research in Diamond Drilling) to develop a coating for the rollers made up of many small diamonds. The diamond surface grips the inner tube and is able to pull 70 pounds
– the weight of a full tube and rock sample, Laplante said. Normally drillers would drill for about 10 minutes to a depth of three metres, then take about an hour to pull out the tube and refill it, he added. The Inner Tube Puller allows drillers to extract up to 15 metres at a time.
Laplante thinks it is an important technological innovation that could have applications for geotechnical, geothermal or core drilling. “It could lead to autonomous drilling in the future,” he said.
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MERRILL NO-LEAD BRONZE INSERT FITTINGS
Merrill Manufacturing Company has released four no-lead bronze insert fittings to accommodate well contractor needs. Four fitting types are available: the RBMANL100
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‘COLOR’ SERIES DIAMOND DRILL BITS
Boart Longyear has released its Green Bit, the first in a new line of diamond drilling bits. The Longyear Diamond Bit Color series of diamond coring bits are engineered to drill faster, last longer and outperform existing bit technology, the company said in a press release.
Because small diamonds work harder in a low-torque matrix, drillers should find the color-coded Longyear diamond bits effective in achieving higher productivity, the company said. boartlongyear.com
FLOWING WELLS
Continued from page 10
entrenched,” Carriou says. “That’s the part that is going to take a long time to change. I also don’t think you can ram things down somebody’s throat.”
The team approach is clear in the advice Carriou and Cronin offered at the Nashville seminar:
“Every situation is unique. Expect the unexpected. Seek external assistance and advice (contractor, professional, legal). Team up with a qualified, experienced hydrogeologist or engineer with a proven track record and insurance. Consider specialty contractor services. If engaging a professional, ensure they accept the role of preparing the instructions in consultation with a driller. Also, assign them the role of ensuring all work is carried out in accordance with the regulations in your area.”
The elephant in the room is that all of this costs money.
“[Drillers] may have to construct a water well under artesian well control standards, and obviously, when you do that, it costs more money,” Cronin says.
Cost can make it a hard sell for drilling contractors, and Cronin understands that: “I’m fully aware of the challenges drillers have because they want to work. They’ve got mouths to feed. They’ve got to make payments on their rigs, and I get that. We all want to appease our customers. Do the best for them.”
Cronin also knows customers can be very persuasive when it comes to negotiating a price, even if it means cutting a few corners. He likens it to asking a dentist to leave out the freezing as a cost savings. Stainton echoes that line of thinking: “You wouldn’t ask a gasfitter or an electrician to cut corners: why are drillers asked or expected to cut corners?”
RISK, SAFETY AND REPUTATION
Ultimately, it is about risk, safety and reputation.
“Why would you be taking on your client’s risk if there’s a potential for artesian? Why would you be directing the client to not take safety precautions or not do the safety precautions
on your own?” Carriou says. “Then a problem happens, and you’re now completely wearing it.”
Stainton agrees that the cost of mitigating risk needs to be part of the overall cost of the well.
“The client/customer should have to pay for those additional costs, and I have a fundamental problem with drillers who discount their prices and services,” Stainton says.
Cronin echoes this: “Drilling contractors and people in the industry have to value their services a little bit better. I think that’s a key thing.”
Another point Carriou and Cronin are strong on is that flowing artesian wells are not only naturally occurring, they are also tremendous assets.
Carriou offers an example: “We just did a project last week where we drilled a new well. I had a very strong suspicion, based on a bit of science and a gut feeling and some other things, that there was a pretty darn good chance that the well’s going to end up being artesian. We put it to this commercial client: I said to them, ‘You know what? We want to do a Halliburton-style seal. Is it being proactive? Absolutely. Is it going to cost an extra day, maybe a day and a half of time to do it? Yup. Absolutely.’ ”
“If you do have an artesian well, I think it’s important as an industry that we leave our clients with an asset rather than a liability,” Carriou says. “People are starting to get that.”
They’re also starting to get that the risks of not being prepared for a flowing artesian conditions are higher than they used to be.
“Take precautions,” Carriou says. “It might end up saving –well, a few thousand dollars for sure – but it might also end up saving your business.”
Carolyn Camilleri is a Toronto-based writer, editor, and content strategist. She has been writing for consumer and trade magazines, as well as businesses and organizations, for more than 15 years.
Gaining goodwill on grudge purchases
Four strategies for dealing with reluctant customers
by Jeff Mowatt
If you sell products and services that people buy because they have to, then read on. After over 25 years of advising companies that deal primarily with reluctant customers, I’ve developed these four strategies for helping customers feel better about spending money on grudge purchases.
1. FOCUS ON TASK OVER MOOD
If you sense your customers are rushed or frustrated, don’t ask them how they are. That question just reminds them that they’re not having a good experience. Instead, ask, “What can I do to make your day go a little better?” It helps keep the conversation positive while indicating you’re aware that they have other things they’d rather be doing.
Speaking of better word choices, avoid asking reluctant customers what they want or what they’d like. Frankly, they don’t want to be there at all. Instead, phrase your questions along these lines: “Would it be useful...?” “Would it make sense...?” “Would it be helpful...?”
2.
ACKNOWLEDGE DELAYS
A couple enjoying an appetizer at a fancy restaurant may not mind waiting if the main course is slightly delayed. On the other hand, a parent kept waiting past appointment time with a fidgety child in a crowed dental office needs an explanation. The dentist should acknowledge being late. Start with, “Thanks for your patience today. A previous patient had a serious condition I needed to spend more time with. Rest assured we’ll take all the time we need to take care of you. Before I do, how’s your time – are we OK?” When customers agree to proceed, they feel less taken for granted, more like they’ve regained control, and more receptive to your service.
3. SHARE YOUR STRATEGIC INTENT
Let begrudging customers know that you understand what they really want. An employee at a license plate registry office would do well to
tell a customer who’s obviously running errands during lunchtime, “Let’s take care of this quickly so you can hopefully get a chance to eat.” A plumber replacing a hot water tank mentions, “At least now when you leave the house you’ll know that you won’t come home to a flood.” Customers may be focused on the immediate painful purchase. You need to remind them of the more positive strategic outcome.
4. OFFER PRICING PERSPECTIVE
By definition, people don’t enjoy spending money on grudge purchases. So with big-ticket purchases it’s helpful to break the price down into something that sounds less daunting. Rather than saying to a customer, “The new roof will be $10,000,” Instead say, “The new roof will be 10k.” Then compare that figure with their overall investment. “Keep in mind the new roof is protecting your $700,000 home investment. Whatever you invest in the roof is likely to increase the value of your home by at least that amount. Plus, of course you don’t have to worry about a hidden leak causing mould damage in your walls that can run into staggering costs and cause health issues.”
BOTTOM LINE
Too often, service providers fail to realize just how much customers don’t want to be there. That’s when employees appear to customers to be oblivious and uncaring. Meanwhile, these same employees wonder why customers are so demanding and grouchy. With a little training, employees can come across as astute and empathetic. That makes for a more pleasant experience and less resentment from customers about sending their dollars your way.
This article is based on the bestselling book, “Influence with Ease,” by Hall of Fame motivational speaker, Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.
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