January 2019 Texas Propane magazine

TexasPropane Volume 75 No. 1

January 2019

T H E M AG A Z I N E F O R T H E T E X A S P R O PA N E G A S A S S O C I AT I O N

How to Handle Irate Customers What to Do When Customers Won’t Pay Their Bill

Propane’s Role in Texas Utility Program

Are You Ready to Take the Next Step?

Pinnacle Propane is committed to maintaining the legacy you’ve built.

Have you considered selling your propane business but concerns for your customers and employees are holding you back?

At Pinnacle Propane, our values of Customer Service, Integrity, and Safety emphasize providing the best possible experience for our customers and employees.

As a Texas-based company, we focus on providing local service to our customers in the communities we do business and empowering our employees via competitive pay and a comprehensive benefits package.

As you think about next steps, let us work with you to develop a fair purchase plan and a seamless transition so that you can relax and enjoy the results of your efforts.

Matt Terry Director, Acquisitions (210) 560-5418

Bill Webb Senior Vice President, Acquisitions (936) 329-1440

For more information and a confidential assessment of your business, whether retail propane or cylinder exchange, and wherever you are in the United States, call us today.

Pinnacle Propane is now part of the SHV Energy family.

SHV Energy is one of the world’s leading propane distributors and has over 16,000 employees and operates in more than 20 countries. As part of the 121 year old Dutch privately owned SHV Holdings, SHV Energy is committed to working sustainably with communities, stakeholders and policy makers.

www.pinnaclepropane.com

www.shvenergy.com

Pinnacle Propane is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

TexasPropane January 2019

8408 North IH 35 Austin, TX 78753 512-836-8620 or 800-325-7427 512-834-0758 fax E-mail: info@txpropane.com www.txpropane.com

T H E M AG A Z I N E F O R T H E T E X A S P R O PA N E G A S A S S O C I AT I O N

TPGA staff Bill Van Hoy Executive Director bvanhoy@txpropane.com Jackie Mason Education & Marketing Regulatory & Legislative Affairs jmason@txpropane.com Debbie Simpson Executive Assistant Membership Meeting Planner Publication Coordinator dsimpson@txpropane.com Propane Service Corporation

Debbie Simpson 800-392-0023 dsimpson@txpropane.com Publisher

Kim Scheberle Account Manager/Managing Editor Sail House Publishing 512-346-0892 kscheberle@austin.rr.com Joanne Pantaze Advertising Sales 512-273-2639 jpantaze@pvco.net Kiki Pantaze Art Director 512-924-7566 kpantaze@pvco.net

Features Propane’s Role in Texas Utility Program. . . . . . . . . . . . . . . . . . . . . 6 What to Do When Customers Won’t Pay Their Bill. . . . . . . . . . . 10 How to Handle Irate Customers . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Propane Council Approves 2019 Budget. . . . . . . . . . . . . . . . . . . 20 Association Member Perks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 2019 TPGA Propane Expo & Conference. . . . . . . . . . . . . . . . . . . 22 Taxpayers Need To Watch Out For These Scams. . . . . . . . . . . . 27

Departments Highlights from Headquarters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 TPGA Board of Directors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Safety Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 ProCOT Corner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Inside the Industry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Autogas News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Classified Advertising . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Calendar of Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Propane with Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Highlights from Headquarters

Planning for the Year Ahead Bill Van Hoy TPGA Executive Director As 2019 begins, I would like to have this opportunity to extend our best wishes for a safe and prosperous New Year from all of us at the Texas Propane Gas Association. This is the perfect time for planning for the work ahead.

This year is a legislative year, and you can count on the TPGA staff to work diligently at the Capitol for our members. In 2019 we will continue to inform our members about pertinent changes to rules, regulations and any other information that you need to be in compliance and run your business successfully. Progress in our efforts to prevent detrimental

legislation from becoming law can only happen with the passionate efforts of the Texas propane industry collectively, and all of those who serve as role models for the next generation.

Next month, we are joining TXOGA for Texas Energy Days. Watch for the schedule and registration information to come soon. We are planning some committee meetings and a TPGA board meeting as well. All of these meetings will take place in Austin, TX. On behalf of TPGA, thank you for your commitment to ensure that the Texas propane industry can enjoy a healthy future, and you can reach your full potential. And here’s to hoping you were able to connect with family and friends over the break and recharge your batteries for a successful year ahead.

AFFINITY PARTNERS BASYS • Lone Star Energy Group

2018-2019 TPGA Board of Directors President: Jack Walzel, Tri-Co Propane, 254-642-3885 President Elect: Mark Peterson, Buster Brown Propane, 281-689-3946 Secretary: Harris Baker, HBH Systems, 512-587-8347 Treasurer/Finance Chair: Josh McAdams, McAdams Propane, 936-598-7444 District 1 Director: David Collett, Gas and Supply, 903-780-2488 District 1 Alternate: Open District 2 Director: Josh McAdams, McAdams Propane, 936-598-7444 District 2 Alternate: Open District 3 Director: Jeremy Gentile, Hill Butane, 409-296-2001 District 3 Alternate: Open District 4 Director: Danny Meyers, Bellville Butane 979-865-2698 District 4 Alternate: Matt Peterson, Buster Brown Propane, 281-689-3946 District 5 Director: Open District 5 Alternate: Open District 6 Director: Omar Garcia, Mr. G Propane, 956-581-1063 District 6 Alternate: Open District 7 Director: Steve Smith, Smith Gas, 830-393-2533 District 7 Alternate: Sharon Seal, Bell Hydrogas, 210-533-7103 District 8 Director: Rodney Sladek, Fayetteville Propane, 979-836-7044 District 8 Alternate: Open District 9 Director: Bill McCullough, Butane Gas, 800-242-69010 District 9 Alternate: Brad Quisenberry, Gene Harris Petroleum, 888-336-4474 District 10 Director: Josh Nowlin, McCraw Propane, 9003-583-7481 District 10 Alternate: Chad Gregg, Enderby Gas, 940-482-3225 District 11 Director: Steve Adams, Hardwick LPG, 254-647-3402 District 11 Alternate: Open District 12 Director: Laci Jo Stone, Schneider Distributing, 800-901-9109 District 12 Alternate: Open District 13 Director: Open

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Texas Propane • www.txpropane.com

District 13 Alternate: Open District 14 Director: Open District 14 Alternate: Open District 15 Director: Don Heinrich, Slaton Gas, 806-828-6501 District 15 Alternate: Open District 16 Director: Open District 16 Alternate: Open Past President: John Walter, Schneider Distributing, 800-901-9109 Past President: Ben Wood, Northwest Propane, 972-247-6121 Past President: John Kelly, Kelly Propane, 940-586-1208 Past President: Todd Dorris, Roadrunner Energy, 830-278-5317 Vice President: Allen Wells, Baygas, Bay Gas, 281-332-2630 Vice President: Matt Terry, SHV-Pinnacle Propane, 210-560-5418 Vice President: Larry Baty, Cadenhead Servis Gas, 800-722-8654 Sr. Vice President: Don Heinrich, Slaton Gas, 806-828-6501 Sr. Vice President: Bill Collins, Collins Propane, 972-442-1078 Sr. Vice President: Joe Green, Green’s Blue Flame Gas, 713-462-5414 Assoc. Supplier Service Director: Rusty Walker, Marshall Young Insurance, 817-645-9155 Assoc. Supplier Service Alternate: Don Hankins, Alamo Corporate Group, 817-615-8393 Assoc. Producer/Marketing Gas Director: Jimmie Grant, Martin Gas Sales, 713-851-6155 Assoc. Producer/Marketing Gas Alternate: Anna May Etheredge, Bishop Energy, 940-665-4672 Assoc. Manufacturer/Distributor Director: Mark Smith, Leran, 512-318-1840 Assoc. Manufacturer/Distributor Alternate: Jim Diehl, Squibb Taylor, 214-357-4591 Assoc. At Large Director: Tracy Wells, Gas Equipment Company, 214-638-8018 Assoc. At Large Director: J.R. Anderson, Gas Equipment Company, Nominating Chair: Todd Dorris, Roadrunner Energy, 830-278-5317 NPGA Director: Jim Bishop, Bishop Energy, 940-665-3457

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January 2019 •

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Texas Propane

5

Featured

Propane’s Role in Texas Utility Program

By Kristen Card ‘Tis the season for high propane use, y’all! Texas’ cooler weather months are upon us, and not only will much more propane be used as Texans heat their homes, but it’s also the best time for lower-income customers to employ our state’s utility assistance program to help pay for a tank fill.

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Texas Propane • www.txpropane.com

Featured

January 2019 •

Texas Propane

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Featured responsible for paying the home energy bills; and provide proof of income, as well as recent utility bills. You do not need to have an unpaid energy bill or receive other government assistance in order to qualify for CEAP.

How does it work?

I

f you’re not familiar with Texas’ Comprehensive Energy Assistance Program, or CEAP, then please read on – you’ll learn what it is, how it works, who’s eligible for the program, what qualifies for reimbursement, and what you can do to help all your customers keep their tanks full – with a little help from the federal government – during the most wonderful time of the year.

What is CEAP?

The Texas Comprehensive Energy Assistance Program, or CEAP, is a utility assistance program designed to help lowerincome households meet their energy needs. It’s partially funded through the federal Low-Income Home Energy Assistance Program [LIHEAP], which was created in 1980 in response to rapidly rising energy costs during the 1970s. LIHEAP is a block grant administered by the U.S. Department of Health and Human Services, which distributes funds to each of the fifty states, U.S. territories, and tribal governments every year.

“In fiscal year 2017, almost $94.5 million was used to help 134,465 Texas households,” says Michael De Young, Director of the Community Affairs Division at the Texas Department of Housing and Community Affairs [TDHCA]. “The federal dollars are directed by TDHCA to a network of 37 nonprofit community action agencies statewide, who work directly with eligible Texans who need help paying their energy bills.”

Who is eligible?

To be eligible for CEAP, you must: be a naturalized or U.S. citizen, and a resident of the state of Texas; have an annual household income [pre-taxes] that is below 150 percent of Federal Poverty Income Guidelines [see chart on page 9]; be the renter or homeowner who is

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Texas Propane • www.txpropane.com

Customers apply for CEAP through their local community action agency, which processes their application, determines eligibility, and is authorized to provide utility assistance totaling up to $1,200 per year per household.

“Here in Texas, we can help folks with only one bill a month, up to eight times a year, depending upon their situation,” explains De Young. “We don’t select which utility bill to pay per se; what we do is offer to pay the highest utility bill for that month, because that’s what will help the household the most. So during the summer, it’s almost always going to be the electric bill. But during cooler months, especially if they have a propane tank that’s empty and needs to be filled, then the propane bill may be higher than the electric bill, so that would be their utility assistance for that month.”

One key objective of the program is to provide relief for lowerincome disabled, elderly, and families with young children – the Texans who are most vulnerable, both physically and financially – from fluctuations in cooling and heating energy costs. Households with these kinds of at-risk members may be eligible for additional assistance to ensure their power stays connected and their health is protected. CEAP also offers extra help to eligible customers during severe weather, energy-related crises, and fuelsupply shortages.

“Of course we’ll help in a crisis – which CEAP defines as a situation in which at least one household member would suffer seriously without utility assistance, because there is a shut-off notice or they have less than a ten-day supply of a delivered fuel source like propane,” De Young notes. “Customers can purchase up to 250 gallons of propane, or suspend a shut-off; but under normal, non-crisis circumstances, each household can receive only two disconnect payments per year.”

Households in crisis can also use CEAP funding to help cover some energy equipment service and repair – up to $3,000 per year. But propane customers need to know, while tank pressure testing may be covered, repair or service of propane valves, lines, and tanks is not eligible for CEAP funding.

Why is the propane-use cycle important?

Because propane has a cycle of use in many homes – particularly

Featured

where it’s the primary heating fuel – it’s important for those lower-income households to remember CEAP will pay only the month’s highest utility bill. So if they want to make the most of their utility assistance, then they should aim to fill their tanks – and seek help from CEAP – during the winter months.

“Much of how the program works has to do with when the customer is accessing it,” confirms De Young. “If you’re an electricity-only household, then it doesn’t really matter.

But if you use propane for heat, then it can make a difference.”

What can you do to make the most of CEAP?

Local community action agencies are the hub of the CEAP system. For customers requesting help, these agencies are the ones who accept and process their applications, as well as distribute approved funds. And for energy providers – such as propane marketers – these agencies are the ones who can connect you with federal dollars.

“For suppliers who are interested in accessing CEAP funding, the key is to know your local community action agencies,” advises De Young. “You can’t receive a program payment from an agency until you’ve signed a CEAP vendor agreement – a legal document that says you will treat households utilizing CEAP exactly the same as your regular clients – with that local office.”

Step one is to identify which organizations in your service area administer CEAP funds. Go to the TDHCA website [www. tdhca.state.tx.us/texans.html], click the “Utility Bill Payment Help” button under “Home Expenses.” Type in the city or county you serve, and click “Submit” – and information for the local community action agency will appear.

“Be proactive,” De Young urges. “Go by that local office, let them know you provide propane in these counties, and sign that vendor agreement. Build a relationship with those folks, so that the caseworker sitting across the desk from a lower-income client can say, ‘I know Pete over at Pete’s Propane; let’s give him a call and get a delivery to you ASAP.’” On the other side of the equation, knowing the local agency that administers CEAP will also help you help your lowerincome customers. Being able to refer someone in need to the proper agency that can assist them is not only great customer service, but also good for business.

“If a propane marketer has a current CEAP vendor agreement, then when they have a customer saying, ‘I need a propane fill,

but I don’t have enough money,’ they can tell them, ‘You may be eligible for this program; call this agency and see whether you can get CEAP utility assistance,’” suggests De Young. “It should take only a day or two for them to process the application and gain approval, and then they’re both in business.”

Raising your profile within CEAP circles takes a little effort on the front end, but the payoff is the opportunity for underprivileged and vulnerable customers to have their propane tank filled once a year, and have the federal government help pay for it.

Persons in Family/Household

150% of Federal Poverty Guidelines

1

$18,210

2

$24,690

3

$31,170

4

$37,650

5

$44,130

6

$50,610

7

$57,090

8

$63,570

For families with more than 8 people Add $6480 for each additional person January 2019 •

Texas Propane

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Featured

What to Do When Customers Won’t Pay Their Bill

By Sammi Caramela

aware of projected costs, and ensure that you take time to answer any questions upfront.

“Having this clarity from the beginning will help strengthen customers’ trust and commitment to paying the full amount,” Waldorf said.

“If anything changes along the way, alert your customers in real time so there aren’t any surprises.”

You should also set up a system that is backed by a policy or terms of service. For instance, if you don’t pay within five days, you get a warning; 10 days, you get a late fee; 20 days, you lose service, suggested Ben Giordano, owner and founder of FreshySites.

2. Bill for work upfront.

I

f your business operates on an invoicing system, you might be familiar with late payments and perhaps even nonpayment.

There are many reasons why this happens, from lost bills to unexpected additional expenses that the customer could not afford. However, regardless of the circumstances, an unpaid invoice can hurt your business. You need to act if you want to receive your money.

According to Greg Waldorf, CEO of invoicing app Invoice2go, you want to deal with the problem head-on, but being straightforward doesn’t have to mean being aggressive. If a client or customer hasn’t paid a bill on time, here’s how to ensure that you not only get your payment, but also maintain a good relationship with the customer.

You can never guarantee that every single customer will pay a bill on time, but there are things you can do to keep late or missed payments to a minimum in the future.

1. Discuss all costs and payment terms before you begin a project.

Putting everything on the table right away not only sets payment expectations for your client, but also builds the trust necessary for a strong, positive customer relationship, Waldorf said.

Before diving into a project, make sure that your client is fully

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Texas Propane • www.txpropane.com

If you think it’s too risky to use an invoice system, ask for full payment before starting any work. Mat O’Flynn, co-owner of Gilded Agency, said that the only way to mitigate nonpayments is to bill for the work upfront.

Some consumers may be wary of submitting payments before receiving work – it’s a two-way street. To provide some reassurance, encourage them to read testimonials or reach out to previous customers.

“If you have a spotless track record and take care of clients consistently over time, you will earn more and more right to take payment prior to work,” said Giordano. “When someone questions our policy, I tell them to call any of our clients, any day, anytime, and ask about our reputation and integrity as an organization.”

You can also charge a deposit before starting any work, turning down customers who don’t seem like a good fit. This is often evident from the start; if there is an issue with down payments, there will likely be issues with future invoices.

“If a client refuses to pay a deposit, then I immediately know not to work with that client, even if they beg you to later on,” said O’Flynn.

3. Send invoices right away.

With so many tasks on your plate as a small business owner, it can be easy to lose track of a customer invoice. You may even

Featured forget to send one in the first place, and going after a client for payment on a bill you never sent will only hurt your reputation. Waldorf advised sending your invoice as soon as a job is completed – and staying on top of it until it’s closed out – to avoid falling behind.

4. Be persistent with late customers.

If a customer won’t answer electronic correspondences about their bill, call them – and keep calling every day until they pay.

“Don’t be aggressive; just don’t stop asking,” said Hunter Hoffmann, head of U.S. communications for small business insurer Hiscox. “Emphasize that you want to settle up the accounts so you can both focus on more important things. It will become much easier for them to pay you than to keep dodging your calls and making excuses.”

What if customers won’t pay?

A friendly reminder that a customer’s bill is past due is the first step in collecting your payment. Most of the time, a late payment was an honest mistake, and receiving that first follow-up will make a client pay as soon as possible. Waldorf noted that the subject of money isn’t always easy to address, so you may want to ease into the topic.

“Use an opportunity to check in on a customer’s satisfaction for your services, and then discuss any approaching or past-due invoices,” Waldorf said.

In some cases, clients will try to delay payment by saying they lost the bill, or that they need to reconcile their records to find the correct payment amount, Hoffmann said. If this is the case, Hoffmann advised sending an updated invoice right away – even if you know the customer has the original – to take away this excuse.

If your client still won’t pay, be open to hearing their reasons.

Giordano suggested asking questions about their satisfaction with your work, their financial complexities and anything that might contribute to their refusal to pay.

“Once you know why they refuse to pay, you can work towards a resolution with the client/customer,” said Giordano. “Keep in mind that everyone is just a person, and rarely is someone actually out to hurt the other – most people are logical and willing to work towards a solution if you provide them with the opportunity to do so.”

When a nonpaying client ignores your emails and calls about the invoice, demand payment a little more firmly. Service businesses working with the client on an ongoing basis are in the best position to give an ultimatum, Hoffmann said.

“Set a specific deadline when service will be cut off to light a fire under them,” Hoffmann said. “It’s amazing how quickly they can figure out how to pay when they realize how hard it will be to replace your service in a couple days.”

Waldorf advised requesting a timeline for payment and continuing to follow up until the customer pays. If necessary, resend your original contract, indicating that you will escalate the situation if invoices remain past due.

Bringing in outside help

If repeated attempts to contact the customer and collect your payment have failed, it’s time to call in backup. Here are three options to help you get the money you’re due.

Factoring services: If you’re strapped for cash and don’t know when a customer will send their payment, a factoring service may be able help you get the money you need while you’re waiting. With a factoring service, you sell your accounts receivable to a company for a certain percentage of the accounts’ value (usually 70 to 90 percent), and that company will advance you most of that money within a few days. Then, it will collect your customers’ payments and send the rest of the cash to you, minus the service fee.

Keep in mind that factoring services are not collection agencies (see below), and they will run a credit check on your customers before agreeing to purchase their invoices. If you use a factor for multiple customers’ invoices, the service fees will add up, and you may end up losing money in the long run.

Collection agencies: A debt collection agency is a company that specializes in recovering payments that are typically more than 90 days past due. The company will take the task of following up with the customer off of your hands, using tried-and-true tactics to get the individual to pay.

Attorneys: While you can file a lawsuit against a customer who won’t pay up, the time and money associated with suing a nonpaying client are often not worth it for most small businesses.

“We do a very honest cost analysis when considering a lawsuit,” said Giordano. “Is the total cost (financial, emotional, time, energy, etc.) greater than the amount to be recovered? If it’s more work to recover the $500 than it’s worth, just learn the lesson, put in a system so it doesn’t happen again, and move on.”

However, if that client owes you a large sum of money and refuses to pay you or a collection agency based on the terms of your contract or invoice, a lawsuit may be necessary. If you do decide to pursue legal action, consult with an attorney to determine how to proceed.

This article is courtesy of BusinessNewsDaily.com.

January 2019 •

Texas Propane

11

Business Beat

How To Handle Irate Customers

By Nancy Friedman

I

rate, rude, unhappy and sometimes abrasive customers can drain you emotionally.

Do any of these challenging customer interactions sound familiar?

• “The information you sent me is wrong! What’s the matter with you people? Can’t you read?”

• “My bill isn’t RIGHT! And this is NOT the first time, either! You all NEVER get anything right!”

• “I WANT MY MONEY BACK, AND I WANT IT NOW! I AM SICK AND TIRED OF ALL YOUR MISTAKES, AND I’M TELLING EVERYBODY I KNOW HOW YOU ALL REALLY ARE!” If you’re handling complaint calls or talking to customers who are hot under the collar, your job is a tough one. It takes time and training to learn how to handle and work through these situations. Here’s a question for you: When is it Okay to be rude or hang up on a customer? Our answer is simple: never. It’s never Okay to be rude or hang up on anyone, even though we may feel like it sometimes.

Working with difficult customers goes with the territory—it’s part of your job. But while it’s never okay to be rude or hang up on a customer, there are guidelines and helpful hints that will

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Texas Propane • www.txpropane.com

save the day for you. Our highly effective Four Point Plan will help you calm customers who are fuming and reduce the stress you’re under.

FOUR POINT PLAN

Point #1: It’s Nothing Personal.

The distressed callers are unhappy about a problem. They’re venting their anger at you, but it’s nothing personal. The customers don’t even know you. Your job as a representative involves taking responsibility and taking the blame for something you probably didn’t do. Most irate customers will begin to unload their anger before you get a chance to say anything more than your greeting. You may think that angry customers are unhappy with you. Once you have the situation in proper perspective, you realize they aren’t angry at you, personally. Their anger is directed at something your company did—or didn’t do—and you are representing the company to them in this moment. The fact is that you are the front line for your organization. When you answer the phone or greet a customer in person, you are the company to that person. If they have a problem with the organization, you are the lucky one who gets to hear about it. Even when your customer is unhappy and shouting—and maybe even slamming

Business Beat things around on their end of the call—that angry customer is unhappy about a problem. If your job includes handling problem calls, bring along a shield to protect yourself.

Remember!

• It’s not personal. The customer is angry at a situation, not at you.

• You’re the lightning rod, not the target.

• Don’t be rude or match the customer’s anger with anger of your own.

• It’s never Okay to be rude or hang up on a customer!

Point #2: Use the ASAP Technique.

Try to reduce the customer’s anger by following these steps.

A

• APOLOGIZE, and acknowledge the customer’s feelings. You’ll probably spend about 80% of your time massaging the feelings and, hopefully, about 20% actually working on the problem. Feelings are key. We need to apologize sincerely and immediately. Then follow up with action. Just lamely saying “I’m sorry” won’t work.

There is an important difference between an apology and sympathy (or empathy.) Apologizing says that you regret the problem occurred. Sympathizing tells the customer you understand his/her feelings about it. You should always put yourself in the customer’s place. How would you feel if this happened to you? Let the customer know that.

S

• SYMPATHIZE, and empathize with the customer. Pretend it’s you having the problem. How would you want to be handled?

A

• ACCEPT the responsibility of the situation. If you’re representing your company, you have, indeed, accepted 100% responsibility of the situation.

P

• PREPARE to help—and be very willing to help, because if the customer senses an insincere apology or a ho-hum attitude that will make the customer stay angry. Most customers want sympathy or empathy almost as much as they want the problem fixed. It’s disturbing and frustrating to tell your complaint to someone who obviously doesn’t care.

Let’s see how it works when we put it all together.

EXAMPLE

Customer: “I want my money back, and I want it now! I am sick and tired of all your mistakes.”

A APOLOGIZE and acknowledge the feelings.

“I apologize for the inconvenience. No wonder you’re upset.”

S SYMPATHIZE and empathize. This is key!

“And I don’t blame you. It’s got to be very frustrating.”

A ACCEPT the responsibility and reintroduce yourself. The reintroduction is very important.

“Let’s see how I can help. Again, my name is Paige, and your name is?”

“Lauren. Lauren Perkins.”

P PREPARE to help and be sure to use the customer’s name.

It will help defuse the anger.

“Thanks, Ms. Perkins. Again, my name is Paige, and I’m here to help. Now, please, tell me what happened!”

“OK. Here’s what happened … .”

The ASAP technique will work most of the time, but there are some people who are difficult to satisfy.

Remember!

Use the Telephone Doctor’s ASAP technique: 1. Apologize.

2. Sympathize and Empathize.

3. Accept Responsibility.

4. Prepare to Help.

Point #3: You Can Satisfy Most of the People Most of the Time.

The majority of people making a complaint call want the opportunity to vent their feelings, and they want to deal with someone who obviously cares and can fix the problem. They need to hear a sincere apology. Use our ASAP technique. This will help you handle most of the situations. Now we all know that there will be exceptions. There are a few people, who, despite your very best efforts will need to be passed along to a supervisor. There is no need to tie up your supervisor with situations that you can handle yourself, and, on a positive note, the ASAP technique will handle and satisfy most complaint calls.

Remember!

• You can satisfy most people most of the time.

• Know your organization’s procedure for escalating irate customers when necessary.

Point #4: Use the Swear Stopper technique.

Every once in a while, someone will use a swear word or really abusive language, and that’s unfortunate. If customers only realized you’re there to help, and if they could only hear themselves when they become irate it might change the picture. But there are some people out there who still feel the need to be sharptongued. It’s very unfortunate. If customers use abusive or offensive language, use our Swear Stopper.

• “What the #%!!@# is wrong with you people? Every %!!@ thing is wrong! What kind of IDIOTS you got working there?!?”

Time to use the Swear Stopper!

• “Excuse me—I can handle your problem. That’s no problem.

I’m not able to handle your abusive language.”

When someone swears at us, our instinct is to say something like this: • “Hey, you jerk, KNOCK IT OFF! You can’t talk to me that way!”

We need to fight our instincts, however, and remember the customer is not angry at you, personally. Be aware that you’re the lightning rod, not the target. Sometimes people don’t even realize they are swearing. So we need to make them aware that the problem can be solved without using abusive language.

Let’s re-examine step by step what to do when someone is January 2019 •

Texas Propane

13

Business Beat swearing at you. Pleasantly and firmly take immediate control of the conversation.

First, interject.

• “—Excuse me … .“ The interjection is important to get attention and take control of the conversation. It’s time for calm, cool confidence.

“—I can handle your problem. That’s no problem. I’m not able to handle your abusive language.”

The customer’s reaction will range from grumbling all the way up to an apology. Again, take control of the conversation, repeat the fact that you will start to handle the situation in an affirmative, pleasant manner. Your customers need to hear that relief is coming their way, so, after taking control, immediately start asking questions to stay in control.

• “Now, please tell me what happened, and I’ll get the ball rolling to fix it.”

There are extreme cases where nothing seems to work, even though you’ve done your very best. At this time, don’t take it personally, but politely let the customer know you’ll bring in your supervisor.

• “NO! That’s NOT good enough! You all messed up EVERY SINGLE BILL. Someone’s GOT IT IN FOR ME!!!”

• “Well, sir, we don’t want you to be unhappy. Let’s see if my supervisor can help us. Are you able to hold?”

Well done! Remember, you still need to be sympathetic and sensitive to their feelings, but, at no time does that mean you should accept foul language. So stay calm and be firm. Don’t accuse or argue. Merely state what you can do. And, don’t forget, you’re the lightning rod, not the target.

Here’s a Bonus Tip: Make no excuses on complaint calls. Why not?

Because when you say, “Gee, I’m sorry. Our computer’s down.”

• [The customer hears “I’m not gonna help you!!”]

And when you say, “Hey, I’m the only one here.”

• [The customer hears “I’m not gonna help you!!”]

And when you say, “Um, I’m new here.“ • [The customer hears “I’m not gonna help you!!”]

What’s the customer supposed to think? Excuses only fan the flames on a complaint call.

Remember!

Use the Telephone Doctor’s Swear Stopper technique: • Interject immediately. Say, “Excuse me … .”

• Assure the customer you can help. Say, “I can handle your problem. That’s no problem.”

• Address the offensive language directly. Say, “I’m not able to handle your abusive language.”

• Keep control of the call. Begin asking follow-up questions immediately.

REVIEW

Now let’s review our Four Point Plan.

• Point #1 It’s nothing personal. You’re the lightning rod, not the target. The customer is unhappy about the problem, not you, personally.

Point #2 Use the ASAP technique.

1. APOLOGIZE for the problem and acknowledge the cus-

14

Texas Propane • www.txpropane.com

A company’s reputation is built not so much on how few irate customers they have, but in how those customers are handled and how their problems are resolved.

tomer’s feelings. Don’t let the customer confuse your calm confidence with disinterest or indifference. Be sure you’re sincere and not just mouthing the words, which could be an easy trap to fall into at the end of the day. When you say, “I am sorry that happened,” be sure to mean it.

2. SYMPATHIZE and empathize with the customer. Draw out what happened. That’s so important so that you can truly treat whatever the problem. Don’t guess or assume. Determine the difficulty and then treat the problem as though it happened to you.

3. ACCEPT the responsibility for the situation, because even though you may have had nothing to do with the cause, it is your responsibility to help resolve the problem or bring it to a happy resolution. None of that “It’s not my job” attitude— because it is your job.

4. PREPARE to help. Ask questions.

Point #3 You can satisfy most of the people most of the time.

Feel good about yourself!

Point #4 Use the Swear Stopper for the customer who uses abusive language or swears. Take control of the conversation with the technique.

Interject: “—Excuse me. I can handle your problem. That’s no problem. I am not able to handle your abusive language.”

Don’t forget the Bonus Tip!

• No excuses. Excuses mean that what happened wasn’t our fault and it says, “I’m not gonna help you!”

Every organization is made up of people, and people can make mistakes. It follows, then, that no organization is perfect and will sometimes make mistakes that may upset customers. Remember, it’s not the mistake, but how you handle it that will make the difference in what type of customer service you provide.

A company’s reputation is built not so much on how few irate customers they have, but in how those customers are handled and how their problems are resolved. This is the key element that will set your organization apart from the rest.

Article courtesy of the Telephone Doctor, www.telephonedoctor.com.

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January 2019 •

Texas Propane

15

Safety Talk

Entering and Exiting the Truck Safety Meeting holds to establish three good points of contact. Whenever possible, place the load back by the gate, where you can reach it without climbing in. If you must climb in the truck bed, use one of these options: 3 Sit in the bed and turn.

3 Use two hands and a knee.

3 Climb up from the bed

corner.

Make sure your grip and foot contacts are solid before making any moves. Exit the same way you entered. Never jump down from the truck bed.

QUICK TIPS ABOUT USING LIFT GATES

As a propane delivery driver, you get in and out of your truck several times a day. While it is a routine procedure, many injuries in the propane industry occur while entering or exiting the vehicle, including twisted ankles, back strain, or even head injuries.

The following rules and precautions will help you reduce your risks of injury.

WHEN GETTING INTO OR OUT OF THE CAB 3 Keep three points of contact — Put two hands and one

foot or one hand and two feet on the vehicle at all times. This is called the “three-point rule.”

3 Face the truck — Many injuries happen when drivers try to exit the truck without turning around. Jumping down or just stepping out without fi rst turning toward the truck can result in signifi cant injury.

3 Keep hands free while climbing — If you are holding an object, put it down before entering or exiting the cab.

3 Check the ground — Always check the ground and sides of the truck before you step down.

3 Be careful to avoid any ice, loose debris, potholes, or other issues.

3 Caution on the last step — Stay alert during the last move when you stop climbing down and start walking. This change in movement is a frequent cause of falls or slips.

WHEN CLIMBING ON OR OFF THE TRUCK BED

The back of the truck does not always have the hand and foot

16

Texas Propane • www.txpropane.com

Some propane trucks are equipped with service gates to move cylinders from the truck bed to the ground and back again. If you need to enter the truck bed: 3 Follow your company’s policy regarding standing or riding on lift gates.

3 As you maneuver around the lift gate, make sure the area where you place your feet is free from water, ice, debris, or anything that might cause a slip.

3 Make sure to have an adequate grip and solid footing at all times.

Discussion Topics 1. What adjustments might you need to make when entering or exiting your vehicle in harsh weather conditions?

2. Your supervisor calls when you pull up just in time for a scheduled appointment. What procedures do you follow while taking a phone call as you exit the vehicle?

LEARNING ACTIVITY Practice using the three-point rule when exiting a cab or climbing out of a truck bed on different types of vehicles.

Source: Propane Personal Safety (PERC) For more information about entering and exiting propane vehicles safely, visit propanesafety.com.

ProCOT Corner

2018: A Year in Review Your State PERC Dollars at Work

Over 200,000

Duty to Warn safety brochures mailed to Texas propane customers For over a decade, the Propane Council of Texas has assisted Texas propane retailers in getting safety information to their customers through its annual Duty to Warn Safety mailing program. This program has the broadest reach of all the 2018 ProCOT programs and is designed to provide a key component of any safety program–documentation.

in LOVE with PROPANE; Warm Up with Outdoor Fun; Outdoor Living Safety Tips; Cleaner Air for Our Little Ones: Propane School Buses; Preparing for the Cold Snap; Warm Up Your Holidays with Propane Home Heating; Winter Propane Tips and more. The newsletter was branded with participating propane marketers’ logos and offered to marketers at a minimal cost.

Over 57,000 calendars produced

Over 120,000 newsletters distributed this last quarter

The Propane Living quarterly consumer newsletter grew its distribution in 2018 educating propane customers on the benefits of using propane, propane safety and promoted propane recipes. The newsletter included the following stories: Propane Generators: Don’t Get Left in the Dark; Texans Guide to Gas Grilling; Propane Safe Grilling Tips; 7 Reasons to Fall

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Our longest running project is our Propane Consumer Safety Tip & Recipe Calendar. Safety months covered Burning Questions About Your Fireplace; Does Your Family Have a Plan in Case of a Leak?; Put Safety on the Menu When Grilling; Leave It to the Pros; Have You Had Your Annual Check Up? and Put Your Comfort on Automatic. In addition to safety, the 2019 calendar featured delectable recipes ranging from Peppermint Snow Capped Brownies to several mouthwatering grilling recipes. ProCOT offsets a portion of the cost of printing, as well as ships calendars at no cost.

Over 14,000 following us on Facebook

The Propane Council of Texas launched our residential consumer tar-

Texas Propane • www.txpropane.com

geted Facebook page in 2017 with the Proudly Propane Texas campaign and 2018 transitioned to the Propane Can Do That Texas brand. Page followers get all kinds of propane-specific information daily including propane product spotlights, cooking & grilling tips and safety. Not following us?

Like us at https://www.facebook.com/ PropaneCanDoThatTexas/

Over 70

Propane emergency responders & retailers trained In 2018, ProCOT held our very popular Propane Emergencies Training for Texas firefighters and the propane industry at the world renowned TEEX Brayton Training Field. Both emergency responders and propane retailers received continuing education credit for two-day training and the course received high marks from the emergency response community. Read all about it in the December 2018 magazine.

Other initiatives In 2018, the Propane Council of Texas also engaged the autogas market through tradeshows, social media and contracting with an alternative fuel grant writer to help propane industry members and their fleet customers secure grants.

There are numerous alternative fuel grants available for propane and having an expert you can consult and write the grant for the industry and fleets is beneficial. At the end of 2018, the Council was reaching out to school districts in eligible VW Settlement regions in Texas and promoting the adoption of propane to those districts for when funds get released in 2019.

PERC News

Propane Council Approves 2019 Budget Council approves workforce recruitment pilot project

to coordinate its activities with industry organizations.

The Propane Education & Research Council (PERC), meeting in November in Savannah, Ga., approved a $41.7 million budget for 2019 that will include safety and training programs, ongoing development of propane-fueled products, and a consumer education program that will be regionally focused, digitally dominant, and integrated across all market sectors, including residential and commercial.

The assessment rate of $0.005 per gallon of odorized propane is expected to generate revenues of $41 million. The budget includes $30.8 million for program activities.

2018 Budget Summary

SOURCES OF FUNDS Revenue $ 41,042,478 Investment Income $ 150,000 De-obligations $ 500,000 Beginning Treasury $ 10,325,608 Total Sources of Funds $ 52,018,086 DISTRIBUTION OF FUNDS Administrative Expenses $ 2,476,128 Other Expenses $ 164,803 State Rebates $ 8,208,496 Programs $30,769,857 Uncommitted Funds $10,398,802 Total Distribution of Funds $52,018,086 In a move designed to help propane

20

companies recruit drivers, technicians, and other sought-after employees, the Council approved a pilot program that will award grant funding for grassroots recruitment initiatives. Members of the PERC Advisory Committee’s Market Development & Outreach Working Group oversaw development of the project.

“Workforce recruitment and workforce development are high priorities for propane companies of all types and sizes,” PERC President and CEO Tucker Perkins said. “We’re responding with volunteer-led programs that involve national, regional, and state propane organizations in efforts to find the young drivers and technicians that our industry needs.” He added that the newly approved pilot program joins another PERC initiative, approved in July, that will develop resources that propane companies can use in their recruitment programs.

In other Council business:

• The Council approved a slate of outreach programs aimed at driving adoption of propane-fueled equipment in the residential, commercial, autogas, outdoor power equipment, and forklift markets.

• The Council approved the 2019 partnership agreement with the National Propane Gas Association and the GPA Midstream Association. The agreement helps the Council fulfill its statutory obligation

Texas Propane • www.txpropane.com

The Council approved the following funding requests: Docket 21769 — National Builder Incentive Program — $1.2 million Docket 21768 — 2019 Agriculture Outreach — $950,000 Docket 21765 — 2019 Autogas Market Outreach — $1.2 million Docket 21763 — 2019 Material Handling Market Outreach Program — $980,000 Docket 21764 — 2019 Outdoor Power Equipment Market Outreach — $1.2 million Docket 21770 — 2019 Residential & Commercial Market Outreach —$2.82 million Docket 21663 — Residential Gas Heat Pump Water Heater — $200,000 Docket 21761 — Briggs & Stratton/ PPS Propane EFI Engine Development Program — $90,000 Docket 21670 — 2019 Mower Incentive Program — $375,000 Docket 21752 — John Deere Gator TX Propane Development (Phase 2) — $90,000 Docket 21740 — 2019 Workforce Recruitment Pilot — $500,000 Docket 21792 — North Carolina Training and Education Center — $250,000 Docket 21723 — 2019 Industry Engagement — $505,500 Docket 21725 — 2019 Partnership with States — $1 million There were 72 state rebate requests approved since the July Council Meeting report. Of the programs awarded, 23 requests included Partnership with States funds. The total amount of state rebate funds awarded was $2,687,800.10 with an additional $478,358.00 awarded in Partnership with States funding.

The Council will next meet February 13, 2019, by conference call.

Association Member Perks No KO for TPGA Members

TPGA has a proven track record in dealing with business and compliance issues for its members. The association’s representation has successfully mitigated fines from multiple state and federal agencies like the RRC, DPS, DOT, Department of Labor, Homeland Security, Department of Agriculture, and has overturned harmful city ordinances.

The association provides its members with strategic and timely information and communications that gives its members the tools they need to help keep them in compliance. Whether it is a rule change, notification of filing a required report, or reminders of important deadlines, TPGA is there to inform and assist its members.

In 2018 TPGA was able to help many members with issues related to city government overreach. We kept members up to date in regards to any changes to regulations, state and/or federal. TPGA marketed propane businesses through the members-only Texas Find a Propane Retailer website.

2019 is a legislative year, so the team will be at the Capitol working for its members, and monitoring potential industry-related legislation. Members will be kept up-to-date on what is happening under the dome!

TPGA’s Executive Director, Bill Van Hoy, has met with fire marshals, mayors, appeared at city council meetings, and other meetings with officials across Texas to represent the propane industry and has helped revoke detrimental ordinances prior to pre-emptive laws. Many cities and municipalities have proposed new ordinances (or still have old ones on the books) that prohibit using propane to heat fixed

residential structures inside the city except where natural gas service is not available.

In many of these situations, the area is not ready for natural gas service and the homeowner is made responsible for paying thousands of dollars for the hook-up when they prefer to use propane. Some cities have attempted to restrict the size of tank that can be installed, while others restrict the use of above ground tanks.

If an issue arises with any of the state or federal regulatory agencies, the association staff is there to assist members with these matters. Every situation is different, but if a member is fined and believes that the violation is not within the specified guidelines or excessive, the association will represent you. TPGA staff will contact and meet with the appropriate officials to present your specific case. The association in most instances has been able to reduce or eliminate these fines, or institute rule changes.

Being a member of TPGA means that you always have someone in your corner!

To find out more information about becoming a member, contact Debbie Simpson at 800-325-7427 or by email at dsimpson@ txpropane.com.

SAVE the DATES 1st Quarter TPGA Board & Related Committee Meetings/TX Energy Days February 19-20, 2019 Austin, TX 2nd Quarter TPGA Board & Related Committee Meetings May 14-15, 2019 Austin, TX

January 2019 •

Texas Propane

21

2019 TPGA Propane Expo & Conference August 9-11, 2019 Corpus Christi: Gateway to Fun Feel like you know Corpus Christi? It’s the place you stock up on groceries before heading to Port Aransas, right? Well, yes. But if that’s all you think of Corpus, then you’re in for a treat when you join fellow propane marketers for the annual convention and Expo this coming August.

Corpus has changed, baby! We’d like to introduce you to some of the off-campus fun you and your family can enjoy this coming summer. We’ll start with family friendly fun in North Beach and go beyond. Located just across the Harbor Bridge, North Beach is home to some of Corpus Christi’s hottest attractions, as well as a wide variety of places to eat and drink while taking in the stunning bayfront views!

1. USS Lexington Museum

The USS Lexington is a World War II vintage aircraft carrier that now serves as a naval aviation museum, educational facility and popular tourist attraction. Commissioned in 1943, the carrier served the United States longer and set more records than any other carrier in the history of naval aviation. The museum is open seven days a week for touring and special events.

What’s nearby: Grab lunch at Pier 99 Restaurant, the largest patio on the water in the Coastal Bend, or stop by Palace Beachwear & Gifts for beach gear and souvenirs!

ful research and conservation programs around the world. Plus, parking is free!

What’s nearby: Check out regional art at the Art Museum of South Texas and swing

by Hester’s Cafe inside to get sandwiches, salads, and more - if you visit on a Saturday, you can experience their brunch menu!

Insider tip: If you and your family are looking to book an event or party in North Beach, Fajitaville can work with you to create a custom package for your event - the restaurant even has a private beach!

4. Corpus Christi Museum of Science & History

Corpus Christi has a diverse number of museums in the downtown area. But make way to the Corpus Christi Museum of Science & History to learn about the history of Corpus Christi, dating back from the 1600s and beyond! The

Insider tip: If you reserve an Exclusive Encounter, you can explore behind-the-scenes, feed sea turtles and sharks and enjoy interactions with various animals!

3. Fajitaville On the Beach

Insider tip: Take a guided Hard Hat Tour you will get to explore 15 areas of the carrier that are not accessible on public tours!

2. Texas State Aquarium

Open since 1990, the Texas State Aquarium’s mission is to engage people with animals, inspire appreciation for our seas and support wildlife conservation. The new expansion, Caribbean Journey, features a 400,000-gallon shark tank habitat, a 4D theater and an interactive exhibit that celebrate the Sian Ka’an Biosphere Preserve. The Aquarium reaches over 77,000 children each year through its education programs and contributes to meaning-

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Fajitaville Seafood & Burgers is a 3-story entertainment and dining complex. Each floor has something different to offer - the first floor is the casual Beach Bar, the second floor is the family-friendly Fajitaville Grill and the third floor is the elegant Riviera. As Corpus Christi’s only beach service bar and restaurant, Fajitaville offers a one-of-a-kind experience with casual patio dining to indoor live cooking shows. Fajitaville also features the region’s only beachside ferris wheel.

What’s nearby: Visit the Corpus Christi Ride-In Theater for an outdoor movie night or immerse yourself in hands-on marine science learning during a Archimedes Educational Cruise.

Texas Propane • www.txpropane.com

unique history of Corpus Christi paired with fun, interactive exhibits for the kids will make this stop a no-brainer. Other museums include the Museum of Asian Cultures at Heritage Park and the Texas Surf Museum at the Water Street Market: the only surfing museum in the US. All museums in Corpus Christi have a unique spin and are loaded with interesting facts about the rich history of Corpus Christi.

5. Schlitterbahn!

Did you know that there was a new Schlitterbahn in Texas? Grab your BFF

D.L.Morrison Welding & Construction L.P. MC 330 & 331 Transport & Bobtail Testing & Inspecting (best floating friend), find a tube, pop it on, and float, float on at Schlitterbahn Riverpark & Resort in Corpus Christi.

This park boasts an interconnected system of various tubing “river” rides – like the Deluge, the Tidal Wave River and the Whitewater Express. The miles of tubing channels range from tumultuously turbulent to delightfully dawdling — characteristics of real rivers. Don’t call them “lazy.” Call them Transportainment™. After all, they are working overtime to deliver you to your one true destination: Fun! The best part is that with all the rivers connecting, you never have to get out… well, until they close the park.

YOUR BOBTAIL

HEADQUARTERS White River Distributors, Inc. has loyaly served Texas since 1949. White River is an active and responsive force in the Texas propane industery. We have tanks 600 to 8000 gallons, your choice of chassis. White River can customize your bobtail to your specifications. New, used, and refurbished propane bobtails, change-overs, and repairs. Financing available.

MC 330 & 331 Transport & Bobtail Repair & Re-furbish Storage Installation Compressor Repair 217 Morrison Hill Lane • Gainesville,Tx. 76240 Ricky Taylor 940-727-8608 • Mason Day 940-727-1355 Fax 940-612-2055 E-mail ricky_taylor62@yahoo.com

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Texas Propane

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Inside the Industry MEMBER PERK: National Propane Gas Foundation (NPGF) Scholarship Available for Members’ Children APPLY NOW

National Propane Gas Association (NPGA) members, are your kids planning for college? Have them apply for a National Propane Gas Foundation (NPGF) Scholarship. NPGF offers competitive nonrenewable scholarships to colleges or vocational/technical schools in the amounts of $1,000 – $2,000.

February 15, 2019 is the NPGF application deadline. Winners will be notified in May 2019.

Visit https://www.npga.org/organization/scholarship-fund/ to view scholarship eligibility, submission guidelines, and to apply online.

For questions, please contact Lori Dec, NPGA Scholarship Coordinator at ldec@npga.org or 202 355 1328.

Propane Service Corp to Launch e-Commerce Website

Soon you will be able to place your

orders online for your compliance and promotional items with Propane Service Corp (PSC)! We are putting the finishing touches on the site as we speak. Coming very soon (in the next few weeks) you will be able to place your order online by 3:00p CST, Monday – Friday, and received same day fulfillment.

Association members will need to be registered on the site to receive member pricing. We will let you know when and how to do this.

All the compliance items that you need will be available for you to make your purchase any time. You will be able to request a quote for customizable and promotional items as well. Also, there will be a very exciting change to order processing.

Keep your eyes peeled for the announcement through email and on social media when the site is ready. Stay tuned!

The Annual LPG Charity Fund Mixer

The LPG Charity Fund will host its Annual LPG Charity Fund Mixer on Tuesday, January 17, 2019, from 4-7 p.m. at Clutch Bar located at 5334 Washington Avenue in Houston.

Everyone in the LPG industry is invited no matter the sector in which you work, from logistics to marketers, IT to trading, and brokers to back-office support. Plan

on attending an evening of complimentary appetizers, great drink specials, and amazing raffle prizes for their third annual mixer with a cause!

The 3rd Annual LPG Charity Fund Awareness Mixer has been organized to inform, educate and make everyone aware of the impact that the LPG industry has on the LPG Charity Fund’s mission, which is to assist members of the LPG and Gas Processing industry during times of catastrophic medical expenses and/or financial need.

Please RSVP to the event at https:// www.lpgfund.com/ so that they may be able to host a fun and informative evening for all attending!

Midstates Powwow

Leaders from the Texas Propane Gas Association, Propane Council of Texas, Kansas Propane Gas Association and Missouri Propane Gas Association met with Propane Education & Research Council (PERC) leadership in Austin, TX last

24

Texas Propane • www.txpropane.com

Inside the Industry month to discuss PERC programs, plans and initiatives for 2019 and hear from state leaders on what’s going on in their state and their states’ needs.

PERC had states preview some the new content they are developing on talking to customers and builders about propane vs. electricity in the residential markets as well as other construction professional initiatives.

See a list of projects and dockets PERC has approved for 2019 in PERC News on page 20.

Click Like on the Texas Propane Gas Association Page Follow Us with TPGA’s twitter @txpropane1

Under the Dome Texas Legislature Pre-Filing Offers Optimism Over 400 bills were filed the first day of pre-filing for the Texas Legislative Session this past November. One bill could provide regulatory relief from an up and coming regulatory requirement for Texas motor carriers.

TPGA members. Stay tuned for further detailed updates on this bill and other legislation in our member digital communications, the TPGA Propane Insider and the Monday Morning Messenger each week in the New Year.

Not getting the member digital communications? Members contact info@ txpropane.com. Not a member? Contact (800) 325-7427 to join and start getting our weekly publications.

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Autogas News Free Signage for Alternative Fuel Vehicle (AFV) Preferential Parking in Dallas-Forth Area

ROUSH CleanTech Launches First Available Near-Zero Emissions Engines Fueled by Renewable Propane

If your business or location is interested in having Alternative Fuel Vehicle (AFV) Parking, DFW Clean Cities (DFW Clean Cities) can provide you with free AFV Parking signage. Obtaining AFV Parking signage counts toward LEED certification, helps reduce pollution, and supports employees driving AFVs. To request free signs, contact DFWCC staff at cleancities@nctcog.org and visit the DFWCC ‘Green Parking’ webpage at https://www. dfwcleancities.org/greenparking for more details.

ROUSH CleanTech revealed that its 0.02 grams per brake horsepower-hour engine can operate on renewable propane.

It’s the first available engine for renewable propane that brings emission levels to “near-zero” as defined by California Air Resources Board (CARB).

“When commercial vehicles are equipped with our ultra-low NOx engines and fueled by renewable propane, they achieve near-zero emissions while still being financially viable for fleets,” said Todd Mouw, president of ROUSH CleanTech. “These clean-operating, medium-duty trucks, vans and buses enable fleets to take a giant leap toward meeting their state’s clean air standards...”

Renewable propane is a non-fossil fuel that is produced from 100-percent renewable raw materials, such as waste, residue and sustainably produced vegetable oils.

There is growing interest in renewable propane (also known as biopropane) due to its near-zero emission levels, reduced greenhouse gases and ability to help meet

For all your compliance materials & promotional needs.

Decals, Signs, RIN decals, Red Tags, Meter Tickets, Books, Bill Stuffers, New Customer Packets, RTIC products, calendars, magnets, keychains … and more.

8408 North IH 35 Austin, TX 78753 800.392.0023 512.836.6112 fax sales@propaneservicecorp.com www.propaneservicecorp.com

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Texas Propane • www.txpropane.com

FOLLOW US @PropaneServCorp Propane Service Corporation

growing demand for cleaner products. It can be used as a “drop-in” replacement fuel because it’s chemically nearly identical to conventional propane.

Many companies in the U.S. and around the globe are developing renewable propane technology, with some production in commercial volume as a byproduct of renewable diesel plants.

Per the Research Council, “Renewable propane is just one example of that innovation, along with increasing engine efficiency and modern dispensers with nearzero emissions.”

Texas No. 1 in Propane School Buses

According to new research collected by the Propane Education & Research Council (PERC) utilizing IHS Polk new vehicle registration data, school districts and school bus contractors across the country are adopting propane-powered school buses into their school transportation fleets.

For instance, according to an article in School Bus Fleet magazine, United States school districts in 2017 registered nearly 2,500 new propane buses contributing to a total of 15,000 propane-powered nationwide transported nearly 1 million students during the school week.

According to the editorial, propane school bus adoption has increased by 700% in the last six years.

Ten states are the leaders in propane school bus adoption with Texas leading the nation: •Texas (2,870) •California (1,438) •Oregon (915) •Pennsylvania (896) •Wisconsin (656) •Illinois (631) •New York (622) •Minnesota (613) •Florida (610) • Ohio (547)

Tax News

Taxpayers Need To Watch Out For These Scams Chances of frauds increase nowadays to its best as most of the taxpayers are expecting to hear from IRS. Scammers always want to stay ahead of the game but what benefits you (taxpayers) is saving your data from getting into wrong hands.

The techniques of scamming are way too advance these days that with a single phishing mail, scammers can hand on your recent activities and sensitive information which are supposed to stay personal with you only. Scammers try different ways to make you stuck and once you get stuck, you surely lose all of your personal data along with social security numbers and last visits made.

Pre-recorded Messages

The easiest way of making fool is to make your target listen to a pre-recorded message as in such way of scam — scammers don’t need to contact with taxpayer directly — to convey their words. This particular scam will suggest that if you won’t call back to the number then, a warrant will be issued in your name.

Taxpayer Assistance Center (TAC)

Scammers often try to prove that they’re real and to make it happen, they spoof with caller ID numbers. Being a target, it’s very hard for you to question their fake calls as they’ll always respond with “you can check the official IRS site to learn about the TAC number.” Scammers will call you, again and again, to make sure that you’re convinced to clear your outstanding tax bills that too with a debit card.

Wrapping Up

Demanding of tax payment you owe without actually offering you the opportunity of questioning.

Ask for your credit or debit card numbers over the call.

Don’t be a victim! Learn your rights and act smart. Think of IRS as your friend and not as an enemy.

Saving yourself from getting targeted by the fraud people are not a big deal. You just need to wise enough to learn these simple things that IRS will never ask for themselves.

Your personal information, PIN codes or credentials such as password and username.

Without sanctioning you an official bill, IRS will never demand immediate payment by calling you.

Source: ArticlesFactory.com

A re Y ou

GAMBLING W ith your insurance?

Other propane owners have come to our agency to cover their insurance bets: 1) Most tell us they have no idea what companies insure their industry and are surprised to learn there are multiple options available; 2) Many have discovered a gap in coverage after meeting with us; 3) Some have grown frustrated with the lack of timely response and personal service from their current agent.

WWW.MARSHALLYOUNG.COM

“Before we met Rusty we didn’t know there were Insurance companies that would compete for our business. Rusty is always looking for the best options available for our business and the propane industry. He has also explained our policy coverages to us in a way that others haven’t. We recommend Rusty and Marshall Young Insurance to any owner looking for options and personal service for their business.”

— Steve Johnson Owner Blue Sky Propane

Email Phishing Scams

Sending phishing emails to taxpayers are found to be an easy exercise which let scammers hands on your information without many efforts. In phishing scheme, the scammer will send you an email that will look identical to one sent directly by the IRS or any other program linked with IRS itself. However, the reality is a bit different!! Using such fake emails, scammers try to fetch your information by asking it directly on the mail or by asking you to fill a form.

401 N. Ridgeway Drive, Cleburne TX 76033 | 817-645-9155 MEMBER

January 2019 •

Texas Propane

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Classifieds

Garrett Insurance Agency, Inc Formerly, Southern Star Insurance Agency, Inc Cecil Joiner, Risk Manager cecil@garrettinsurance.com 1-800-545-2565 www.garrettinsurance.com

2006 Freightliner Bobtail with 3000 gallon tank, Automatic Allison, Cat diesel, AC, Air ride seat and Air Suspension rear with 142,000 miles.

New 1” hose, 2 driverside alluminum tool boxes, remote shutdown. $59,500.00 800-826-5734 For Sale Bottle Plant Good condition, with meter. $ 5,500 Call or Text 361-645-3536 Victoria, Texas area

Bobtails For Sale • Texas trucks, no rust, good to excellent condition • 1998 Peterbilt, 6 speed, 2500 gal, tank, LC Register, Steel deck, Aluminum wheels, 45,386 miles on new motor in 2009 • 2005 Freightliner, Automatic, 3000 gal. tank, LC Meter, Aluminum deck, 222,765 miles on 230hp CAT • 2005 Freightliner, Automatic, 3000 gal. tank, LC Meter, Aluminum deck, 180,968 miles on 230hp CAT • 2008 Peterbilt, 6 speed, 1800 gal. tank, Neptune meter, Veeder Root Register, Low profile truck w/ bolt on scale for bottles, 84,642.6 miles • 2010 Kenworth, 6 speed, 2600 gal. tank, LC Meter, Steel deck, Aluminum wheels, 282,054.2 miles on Cummins motor Call or email for Pictures and Pricing @ 512-276-7800 or 1-800-696-3493 or sturner@directpropaneservices.com PetroStar Equipment Resources Purchase & Sale Pre-Owned Propane Tanks 5,000 gallons to 120,000 gallons FOR SALE (2) 30,000 gallon, 250 psi, Stubby (3) 90,000 gallon, 250 psi tanks Contact: Jim Oliver (936) 755-6108 petrostar@pdq.net

Cheryl@longhornpropane.com or Latisha@longhornpropane.com, 830-964-2525

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Texas Propane • www.txpropane.com

Calendar January 2019

1 TPGA office closed for New Year’s Day 9 – 10 2019 National Propane Safety & Trainer’s Conference San Antonio, TX 14-16 AHR Expo Atlanta, GA 17-18 NPGA Benchmarking Council Meeting (Groups A-H) Savannah, GA 24-25 NPGA Benchmarking Council Meeting (Groups I-M) Savannah, GA

February

10-12 National Propane Gas Association Winter Board of Directors Meeting Charleston, S.C. 12–14 World Ag Expo Tulare, CA 15 NPGF Scholarship Deadline 18 TPGA office closed for President’s Day 19–20 TPGA Board & Related Committee Meetings/Texas Energy Day Austin, TX

19–21 International Builders’ Show Las Vegas, NV

MARCH

5–8 NTEA Work Truck Show Indianapolis, IN 14-16 Hearth, Patio & Barbecue Expo Dallas, TX

APRIL

13-15 2019 NPGA Southeastern Convention & International Propane Expo Atlanta, GA 19 TPGA office closed for Good Friday

January 2019 •

Texas Propane

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Propane With Purpose

Bluetooth Speaker Features Dancing Flames

P

airing your favorite songs with real, dancing flames, the Fireside Audiobox is a fiery Bluetooth speaker that’s sure to ignite a conversation. It’s engineered with a rechargeable battery and selfcontained propane fuel canister, allowing you to add a musical spark to any setting and amaze guests with flames that react to your music. The speaker features a heat-resistant, tempered glass shield as well as an anti-tip-over safety device and leak detection sensor, so you can enjoy that fiery playlist with complete peace of mind.

The creator of the Fireside Audiobox first had the idea for the product in 2013 while he was working in a maker-space in San Diego. With a physics background and an interest in fire, he got to work. In 2016, he used a crowd-funding site to subsidize the first generation of the product.

“My goal with the aesthetics of the Audiobox was to ensure that it is a beautiful addition to your home as well as a conversation starter. It’s elegant and intriguing, even when not in use; a functional piece of art,” said Tyrone Hazen, designer of the audiobox.

While this may not be on your have-to-have list, it’s just one more example of ways entrepreneurs are using propane to fuel their imagination. The current model is selling for $549. To see samples of the product at work, visit http://www.firesideaudiobox.com/

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Texas Propane • www.txpropane.com

TexasPropane T H E M AG A Z I N E F O R T H E T E X A S P R O PA N E G A S A S S O C I AT I O N

2019 Rate CaRd www.tfda.com

The Official Publication of the Texas Funeral Directors Association

TexasPropane November 2018

Volume 74 No. 11

T H E M AG A Z I N E F O R T H E T E X A S P R O PA N E G A S A S S O C I AT I O N

31st World LPG Forum Recap

The Texas Legislature

De coDe D Autogas Hybrid Technology Launched

Advertising sAles

Joanne Pantaze

Texas Propane is the official publication of the Texas Propane Gas Association and is the only publication geared exclusively toward the Texas propane industry. Each month, Texas Propane reaches about 1,000 propane industry professionals (including every licensed fullservice propane retailer) providing an effective platform to market your products. Space is limited. Reserve your spot today.

Black and White Rates, Per Issue Size Outside Back Cover Inside Front Cover Inside Back Cover Center Spread Full page 1/2 page 1/3 page 1/4 page

1x $865 $825 $825 $1456 $764 $455 $333 $266

4x $825 $770 $770 $1353 $646 $384 $281 $225

12x $770 $660 $660 $1166 $557 $331 $242 $193

512-273-2639 phone 512-273-2649 fax jpantaze@pvco.net email

Color 4-color can be added to any size ad for an additional 30% of space rate.

Classified Advertising Rates Publisher

Kimberly scheberle Sail House Publishing 512-346-0892 phone kscheberle@austin.rr.com email 3510 Crowncrest Drive Austin, TX 78759

Standard Classified Advertising is available for $2/word. $50 minimum per insertion.

Small logos can be inserted for $10.

Display classifieds are available for $30/column inch (3 column grid format).

Discounts TPGA members receive an additional 5% off all listed rates. All rates are net; no advertising agency discounts available.

Closing Dates Space reservations for both display and classified advertising are due a month before the publication date. For example, a reservation for the February issue is due January 1.

Artwork is due five working days after the reservation deadline.

SAVE THE DATE: FEBRUARY 20, 2019

TPGA has partnered with other energy organizations for an action-packed day at the Texas Capitol in Austin, TX

Energy Day™ - is a registered trademark of the Consumer Energy Appliance www.energydayfestival.org