March 2017 Texas Propane magazine

TexasPropane Volume 73 No. 3

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

Understanding Paid Search Advertisements Diffusing Angry Customers Safety Meeting: Requalifying Cylinders

PERC Launches 2017 Media Campaign

March 2017

You’re in Good Hands Staying Local is Your Priority and Ours 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.

Matt Terry Acquisitions and Strategic Development 210-560-5418

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.

For more information and a confidential assessment of your business, please call us today.

www.pinnpropane.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 March 2017

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

PERC Launches 2017 Media Campaign

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Features Lone Star State Hosts National Winter Propane Council Meeting. . . . . . . . . 10 Understanding Paid Search Advertisements. . . . . . . . . . . . . . . . . . . . . . . . . . 14 Safety Meeting: Requalifying Cylinders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 ASAP Technique for Diffusing Angry Customers . . . . . . . . . . . . . . . . . . . . . . 18

Departments Highlights from Headquarters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 TPGA Board of Directors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 ProCOT Corner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 People in Propane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Inside the Industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Tell Us Something Good . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Where in the World. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Say Cheese . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Classified Advertising. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Calendar of Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Index to Advertisers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Propane with Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Highlights from Headquarters

PERC Kicks Off Spring with Media Campaign Bill Van Hoy TPGA Executive Director Well spring has sprung a little early here in Texas, which for our industry is not always a good thing. But things are as they are, and we now shift our attention to protecting and growing our industry on a variety of fronts.

Our board and staff are busy reviewing federal regulations and monitoring what’s going on under the Capitol dome in Austin.

PERC is promoting and growing our industry by kicking off a $5 million spring consumer marketing campaign. The core of the campaign will involve getting in front of consumers while they are making plans for home renovation, construction and outdoor living.

The campaign will utilize a variety of avenues: TV networks, digital, cinema, print,

radio and contests, among others. PERC will continue to use the lovable dog Blue to build the propane brand.

Marketers need to be watching their mailboxes for the API Reports. Texas propane retailers must complete the 2016 Sales of Propane Report for ProCOT to receive its percentage of national funding. Don’t let them undervalue your gallons. Report today! The reports are completely confidential.

Lastly, have you ever been on the receiving end of an angry customer phone call? The Business Beat article on page 18 provides a technique for dealing with angry customers. They are strategies we can all use, maybe even in our personal lives.

Make sure to put August 4-6 in Galveston on your calendar. We’ll have an exceptional Expo & Conference planned for you that you don’t want to miss!

2017 CONVENTION Sponsors Golf Tournament Targa Resources Lanyards Keyera Energy Convention Tote Bag Enterprise Products Welcome Reception Westmor Industries Midstream Transportation President’s Cocktails Quality Steel Bishop Energy

AFFINITY PARTNERS BASYS • Lone Star Energy Group

New Member

SUPPLIER Synergy Liquids • Katy, TX

2016-2017 TPGA Board of Directors President: Ben Wood, Northwest Propane, 972-247-6121 President-Elect: John Walter, Schneider Distributing, 800-901-9109 Secretary: Harris Baker, Pinnacle Propane, 512-306-0073 Treasurer/Finance Chair: Sam Fox, McCraw Propane, 469-261-1148 District 1 Director: Jim Vines, Cooper Propane, 903-785-5242 District 1 Alternate: April Welch, WelchGas, 903-577-1446 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: Keith Stone, Alford LP Gas, 214-801-2000 District 4 Director: Mark Peterson, Buster Brown Propane, 281-689-3946 District 4 Alternate: Allen Wells, Baygas, 281-332-2660 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: Jack Walzel, Tri-Co Propane, 254-642-3885 District 8 Alternate: Rodney Sladek, Fayetteville Propane, 979-836-7044 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: Sam Fox, McCraw Oil, 469-261-1148 District 11 Director: Steve Adams, Hardwick LPG, 254-647-3402 District 11 Alternate: Lane Worthington, Sunoco, 325-835-3031 District 12 Director: John Gordon, Bob’s Fuels, 325-647-3619 District 12 Alternate: Laci Jo Walter, Schneider Distributing, 800-901-9109

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Texas Propane • www.txpropane.com

District 13 Director: Trini Hernandez, Fuel Mark, Inc., 432-381-4277 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 Kelly, Kelly Propane, 940-586-1208 Past President: Todd Dorris, Roadrunner Energy, 830-278-5317 Past President: Hobie Sibley, 281-455-3673 Past President: Doug Maclay, Huffhines Propane, 972-225-2347 1st Vice President: Jeremy Gentile, Hill Butane, 409-296-2001 2nd Vice President: Josh McAdams, McAdams Propane, 936-598-7444 3rd Vice President: Allen Wells, Baygas, 281-332-2630 Sr. Vice President: Joe Green, Green’s Blue Flame Gas, 713-462-5414 Sr. Vice President: Wes Welch, WelchGas, 903-577-1446 Sr. Vice President: Jack Walzel, Tri-Co Propane, 254-642-3885 Assoc. Service Director: Anna May Etheredge, 940-665-4672 Assoc. Service Alternate: Jeff Severson, BAM Propane, 817-738-8224 Assoc. Producer Director: Jimmie Grant, Martin Gas Sales, 713-851-6155 Assoc. Producer Alternate: John Becraft, Targa Resources, 817-416-7757 Assoc. Manufacturer/Distributor Director: Mike Armstrong, Gas Equipment Company, 214-733-6328 Assoc. Manufacturer/Distributor Alternate: Mark Smith, Leran, 512-318-1840 Assoc. At Large Director: Jim Diehl, Squibb Taylor, 214-357-4591 Assoc. At Large Alternate: Tracy Wells, Gas Equipment Company, 214-638-8018 Nominating Committee Chair: Chad Gray, Dixie LP Gas, 254-582-2261 NPGA Director: Jim Bishop, Bishop Energy, 940-665-3457

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Featured

PERC Launches National Propane Council unveils second year of consumer marketing campaign

The Propane Education & Research Council (PERC) is beginning its second year of their Proudly Propane Media Campaign just two years after the five-year residential consumer marketing ban was lifted by the U.S. Department of Commerce.

The comprehensive media campaign featuring the loveable dog named Blue will have its big spring rollout beginning February 26 and will continue through May 2017 with the exception of its 2017 social media campaign, which began in January. The campaign will target C & D counties, or what PERC likes to call “propane country,” and is designed to build a stronger brand by personalizing and familiarizing the public on propane.

Five million dollars is budgeted for the Spring Campaign, which is comprised of TV, print, radio and digital pieces. The Fall Campaign has a much smaller budget of $1.5 million in which PERC will focus on digital.

PERC, its advisory committee and its Dallas ad firm, the Richards Group, chose a core of its campaign for spring to get in front of consumers when they’re making their plans for home renovation, construction, and outdoor living.

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Texas Propane • www.txpropane.com

Featured

2017 Media Campaign

March 2017 •

Texas Propane

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Featured

TV Networks

PERC will again include TV in its residential consumer marketing campaign. Consumers remember television advertising; it had the highest recall rates of any of our advertising last year. It’s especially effective at brand building when it’s combined with other channels, including print, radio, and digital. Brand campaigns work best when they include television, too. They will continue to use the two commercial spots,“Window” and “Living Free,” which were produced in 2016; however, PERC will produce five shorter videos for online marketing in 2017.

PERC will also be advertising on “60 Minutes,” as well as leveraging the popularity of March Madness. PERC will also have massive coverage on NASCAR on FOX.

Digital

Proudly Propane Campaign

Last year, PERC saw impressive results with their digital efforts.

Digital initiatives included paid search on Google and Bing, web ads,

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and paid search. The 2016 campaign, which ran just 12 weeks from July 1, 2016 to October 2, 2016, garnered a lot of visibility. In just 90 days, one Blue digital video received 45 million views.

The Proudly Propane website also received over 293,000 visits in that time frame.

In 2017, PERC is expanding their efforts in the digital arena, but only bringing back the most effective tools from 2016 and digital will focus more on the promotion of appliances vs. the introduction of Blue. Some of this will be done with five additional online videos produced.

Cinema

Cinema was a good value in 2016. PERC negotiated for about 14 million impressions and ended up getting more than 17 million, making it a cost-effective way to help kick off a new campaign that coincided with the peak movie-going season. PERC heard from a lot

PERC will continue advertising on the below channels.

DISH subscribers only for these channels.

Texas Propane • www.txpropane.com

New in 2017

Featured of propane marketers who were pleased to see the commercials on the big screen during outings with friends and family.

Research showed that cinema didn’t give us quite as much lift on familiarity and favorability scores as print and radio and other channels, though, so PERC elected not to include it in the media buy for 2017.

have propane to have a patio heater or portable generator, but it is a gateway into other uses of propane if they have a positive experience.

New materials

Print

PERC’s print campaign had the second highest recall just behind TV. PERC will continue to advertise in the following publications as well as others.

The campaign will include producing more collateral. While PERC does not have any plans to place billboards, they have created billboard creative, Blue cardboard cutouts, window decals, and other assets that marketers can download, produce and place in their own communities as well as extensive new photography. Have questions? Contact the PERC campaign help desk at 724-I-AM-BLUE or bluethedog@propane.com.

Radio

Results

Radio also ranked high on recall and PERC continue to broadcast their Blue radio ads including national radio shows like Bob Vila, This Old House, CMT After MidNite, Crook & Chase, as well as several syndicated networks across the country.

Contests

PERC has seen a lot of effectiveness with the consumer contests.

PERC partnered with the largest hardware retailer in the nation, Home Depot, and generator manufacturer Generac to give away generators in 2016 and they received over 71,000 entries.

PERC has several contests planned for 2017. The Proudly Propane™ Warm & Cozy Selfie Contest just ended in late February and was giving away patio heaters to 15 lucky winners.

Watch for more consumer contests to be announced on the Proudly Propane Facebook page, PERC SmartBrief and PERC Update.

It goes beyond the promotion, but also allowed PERC to capture the contestants’ data that will be used to stay in front of that individual and they will continue promoting propane to these individuals.

PERC sees the contests as a gateway drug. You do not currently

Print Media Coverage

PERC is partnered with Nielsen to measure campaign impact and insight. Data equals power in more precise targeting in future campaigns.

“Everything that PERC puts out there is monitored and measured,” says Dennis Vegas, PERC’s Chief Marketing Officer.

After the Summer/Fall 2016 campaign that ended September 30, 2016, propane familiarity with non-users rose from 48% to 64%.

All elements drive target audiences to PERC consumer site, ProudlyPropane.com, where they can find out more about propane and find a propane retailer. Check out the newly revamped ProudlyPropane.com site, newly updated last month.

State Efforts

The Propane Council of Texas had planned to compliment national campaign efforts with a media rebate program for Texas marketers. After PERC’s review, PERC believes there may be an issue with implementing a media rebate program.

If the Propane Council of Texas (ProCOT)’s funding request is denied by PERC, ProCOT will look at additional consumer marketing initiatives to educate the residential market and other ways to leverage the Proudly Propane Campaign.

In 2017, PERC will be adding these magazines

March 2017 •

Texas Propane

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PERC News

Lone Star State Hosts National Winter Propane Council Meeting Texas has been a hot bed of national meeting activity. First with the National Propane Gas Association meetings in San Antonio at the end of January and on February 9, 2017, the Propane Education & Research Council (PERC) met in Irving for their Winter Council meeting.

The Council discussed its transition from a heavy emphasis on Research & Development (R&D) back to a marketing organization. For five years, PERC and its state counterparts like the Propane Council of Texas were under a marketing ban to the residential end consumer and focused and invested a lot into developing new propane technology. Through PERC, the industry has been able to leverage a $42 million investment with over $100 million from manufacturers to build more than 50 propane products.

With 170,000 of those appliances, pieces of

equipment, and vehicles sold into the market through 2015, over their useful life they will generate more than $1 billion in added value to the propane industry.

So the current strategy calls for the PERC organization to move from a business to business (B2B) model more towards a business to consumer (B2C) model. This does not mean abandoning the B2B and R&D, but finding a balance.

With the transition, PERC underwent a reorganization taking on a Chief Marketing Officer, Dennis Vegas of The Woodlands, in 2015, and hiring Ryan Dutcher, Senior Manager of Social and Digital Media, in 2016.

PERC went into the details of its respon-

sibilities of being a check-off. While not a government entity, PERC is required to submit its budget along with reports to the U.S. Secretary of Energy, as well as Congress.

The marketing team and the Richards Group discussed details of the 2017 Proudly Propane Consumer Marketing Campaign. More information about the comprehensive campaign can be found on pages 6-9.

Chief Operating Officer Tucker Perkins reported on building, HVAC, forklift, mower, and vehicle sectors. PERC reported that propane still holds the lion’s share of the forklift market compared to electricity.

PERC will hold a Propane Forklift Summit

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Texas Propane • www.txpropane.com

May 23, 2017, in Chicago.

The Forklift Summit will be a one-day meeting for people who work routinely to sell propane to the material handling segment. The purpose is to have an open forum to discuss barriers and opportunities to improve the propane marketplace for material handling, with emphasis on technology, emissions, safety and training, fuel quality, fuel storage and handling, and marketing.

Attendees will discuss short-term and longterm competitive threats to this marketplace, with development of plans to preserve and grow this important market segment.

Anyone interested in attending should get in touch with Jeremy Wishart or Tucker Perkins with PERC at 202-452-8975.

PERC discussed the opportunities for states to leverage funds through the 2.7B VW Settlement and commended Texas’ efforts trying to secure funds for propane school buses. Texas has been allocated $97 million over a 10-year period. Ultimately, it is up to governors to designate who will get the funds by the end of 2017.

The next PERC Council meeting will be held on April 20, 2017, in conjunction with NPGA Southeastern in Nashville.

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Texas Propane

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ProCOT Corner

Help Texas Get Their Fair Share of PERC Dollars API Reports Are Due mercial, agriculture, forklift, and vehicles.

Why Send In Your API Report?

The Propane Council of Texas (ProCOT) reminds you to submit your 2016 Sales of Propane Report due to the American Petroleum Institute (API) no later than April 21, 2017.

Annually, the American Petroleum Institute conducts the Sales of Propane Report

survey, in cooperation with the Gas Processors Association (GPA), the National Propane Gas Association (NPGA), and the Propane Education & Research Council (PERC). This survey provides the industry with information on propane use by region and different markets like residential, com-

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Texas Propane • www.txpropane.com

Most importantly, it benefits the propane industry because each state’s rebate funds for the year are determined by the data collected from this survey. Under the Propane Education & Research Act, 20 percent of the assessment collections are eligible to be given back to state PERC’s and foundations like ProCOT. To ensure Texas (ProCOT) receives its percentage of the money retailers have already paid in, every Texas propane retailer must complete the 2016 Sales of Propane Report. Don’t let them undervalue your gallons. Report today!

It is imperative that propane retailers send in the reports so our programs do not suffer, especially now that we can market to the residential end consumer again.

Who Needs to Report?

Propane marketers on their annual sales of odorized propane to consumers and each type of use. Wholesalers, bulk distributors, producers, and retail dispensers do not report. Sales volumes for retail dispensers are reported by the retail marketer who sold the propane to them.

Confidential Data

API will begin sending out the surveys on March 16, 2017 to collect data on 2016 gallons. The individual data you provide to API is confidential and will not be shared with ProCOT or PERC. The information collected is compiled with all the retailers in Texas and reported in aggregate. The only individual data that is made public to ProCOT and PERC is the list of company names of the non-reporters.

More Information

If you have any questions about the survey or need another copy of the survey, please contact Crystal Harrod at 202-6828528 or email at harrod@api.org.

The Marketing Minute

Understanding Paid Search Advertisements clicked or each time your ad is displayed. Payper-click, also known as PPC, is the most common form of paid search advertising and charges advertisers each time their ads are clicked, while cost-per-impression charges advertisers each time their ad is displayed.

Paid search advertisements are an effective way to market your business online, but if you’re not sure how they work, how to set them up or how to track their effectiveness, this is for you!

Here are the three key points to know:

Paid search advertisements are a form of marketing within the sponsored listings of

a search engine. These can be charged in one of two ways: by paying each time your ad is

What are paid search advertisements?

Paid search ads are usually called pay-perclick or PPC, and they fall under the umbrella of search engine marketing (SEM).

Their main purpose if to drive traffic to your website and increase your sales.

Every time someone clicks on your ad, you pay the search engine a fee. When the method works correctly, the fee itself is of no consequence because you recoup the loss by selling a product or service. The cost of these ads is often referred to as “cost-per-click.”

Cost-per-impression stands for the cost per the number of times a person sees your

CALLIE STEWART Marketing Representative o ......... m .........

CBStewartteprod.com BRIAN WILKIN Senior Manager, Wholesale Propane o ......... m .........

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Texas Propane • www.txpropane.com

enterpriseproducts.com

advertisement. Some choose to use this form of paid search advertisements as well, mostly for brand awareness initiatives.

How do I set them up?

Setting up a pay-per-click campaign starts with considering what you want to achieve. Do you want more people to see your website? Do you want to increase sales of a particular product or start building an email list by soliciting subscribers?

These goals are important to consider before you start, because you should select keywords that are related to them.

Next you should decide where exactly you want to advertise. Google, Yahoo and Bing all have advertising options.

Google’s is called “Google AdWords,” Yahoo’s is “Yahoo! Gemini” and Bing’s is simply “Bing Ads.” To answer this question, determine what platform your main audience searches with online. Once you’ve decided which you’d like to use, you’ll need to create an account and select keywords. When selecting these keywords, make sure you keep in mind what a person might type into a search bar when they’re looking for your product or service or something similar to it. When selecting keywords, you also want to be as specific as possible so that you don’t waste money on unqualified clicks. If you need help, you can use a keyword planner. AdWords has one, and they’re relatively simple to use. These planners make it easier for you to create new campaigns.

After selecting keywords, categorize them into specific ad groups to help the search engine segment and index your terms. This practice will help the search engine determine your ad’s relevance.

Within each ad group, create a unique ad that summarizes your services or products and provides a clear call-to-action. There are text limits, so be selective with your language. Once the ad groups and keywords are in place you can add additional information about your business such as location, store hours, and any third party awards.

You’ll have to bid on certain keywords and

select your budget, then write your advertisements and link to a landing page on your website. Finally, you can activate your advertisements and wait to see how effective they are.

How do I know if they’re effective?

Yahoo! Gemini and Google AdWords both come with insights tools to help you track who is clicking on your ads, what devices they’re

using, time spent on your site and more. If your advertisements aren’t performing as well as you’d like, consider changing your keywords or adding to your budget to help reach more people.

Paid search advertising isn’t as daunting as it may seem. Try it out for your own business and see what it can do for you.

Copyright © 2017, The Maine Edge. All rights reserved. Reprinted with permission.

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.

“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 DPG Transportation

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MEMBER

MARSHALL YOUNG INSURANCE Protecting what matters most since 1965 401 N. Ridgeway Drive, Cleburne TX 76033 | 817-645-9155 March 2017 •

Texas Propane

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Safety Talk

Safety Meeting: Requalifying Cylinders INSPECT THE CYLINDER: 3 L ook for signs of wear, abuse, or damage, including exposure

to fire, excess rust, or corrosion.

3 Check the entire cylinder and its appurtenances (neck, valves, foot

rings, OPDs, etc.) for damage, distortions, dents, gouges, or dings.

3 Weigh the empty cylinder to verify that the tare weight has

not been reduced by corrosion beyond a safe tolerance.

3 Record all findings as completely and accurately as possible.

LEAK TEST THE CYLINDER: 3 T est the cylinder for leaks by charging it with propane vapor

and using a suitable leak detector solution or device.

3 Remove any leaking cylinder from service immediately.

PROCESS THE CYLINDER: 3 D ocument the cylinder disposition, and mark the cylinder ap-

propriately.

3 Cylinders that pass the requalification inspection are given

a disposition of “OK” on the inspection report, marked with required information, and returned to service. Cylinders are then marked with an “E” along with the inspection date, indicating they passed external visual inspection.

3 Cylinders that do not pass the inspection are given a disposition of Rejected (“R” or “RM”) or 3 Scrapped (SC) on the inspection report, marked appropriately, and removed from service for repair or condemnation.

3 Regardless of the cylinder disposition, the inspection report must be fully completed for each cylinder. If questions or issues arise during the visual inspection process, contact your supervisor.

Discussion Topics 1. How do you decide whether a scuff, dent, or other issue is significant enough to remove a cylinder from service?

2. A s you begin your inspection, you find that the cylinder is just a week out of the time limit for requalification. How should you proceed?

Periodic requalification ensures that DOT cylinders are in good condition and able to carry propane safely. External visual inspection (indicated by the letter “E”) is a requalification method that is done by propane personnel who are trained in applicable procedures. There are four major steps in performing a visual inspection.

PREPARE THE CYLINDER FOR INSPECTION: 3 V erify the requalification date to ensure that the cylinder is

within the time limit since the last inspection or test date.

For more information about requalifying DOT cylinders, visit propanesafety.com.

can be seen easily.

Source: Basic Plant Operations, Student Manual (PERC)

3 G ather forms to record inspection results promptly.

3 Empty and clean the cylinder to ensure any damage or defects

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LEARNING ACTIVITY Set up several cylinders with different issues, and have participants conduct visual inspections. Complete practice paperwork and review to ensure participants understand how to correctly record all elements.

Texas Propane • www.txpropane.com

Propane Living Spring/Summer Edition Subscribe your residential customers to the Spring/Summer edition of the consumer newsletter.

VERY LOW COST INCLUDES SAFETY & MARKETING & A SEASONAL RECIPE Learn more at www.propanecounciloftexas.org

Deadline 04.01.17

March 2017 •

Texas Propane

17

Business Beat

ASAP Technique for Diffusing Angry Customers

by Nancy Friedman

If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry

and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.

Having a solid strategy in place to han-

dle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship. With the proper techniques, you can do a great deal to diffuse your customer’s anger. Always keep in mind that an angry customer isn’t unhappy with you, they’re upset about a situation or your organization. That’s a key reminder. Don’t take this hostility personally. You’re merely the lightening rod in this situation, not the target of the anger. Remember to keep a smile on your face as you begin to handle the situation. Customers find it more challenging to be rude to someone who’s warm, genuine and friendly. Mirroring their rudeness will only escalate their anger. Try not to feed into the drama.

Use the ASAP Technique to diffuse irate customers:

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Apologize and Acknowledge the

you get to work on sorting out what’s bothering them. Demonstrate with your voice that you sincerely care about resolving this situation.

A. “Ms Jackson, I apologize for the issues you’re having with your invoice.”

S. “That’s got to be extremely frustrating.”

A.“Again, my name is Carlos and I’m here to help you resolve this.”

Customer’s Feelings

You’ll need to spend about 80% of your time smoothing the customer’s feelings and about 20% of your time working on the problem. The apology needs to be immediate. Don’t wait to apologize. If your organization fouled up, ADMIT it. And notice we’re saying “apologize,” not “I’m sorry.” I’m sorry is when you step on someone’s toes.

A. “Ms Jackson, I apologize for the issues you’re having with your invoice.”

Sympathize (and Empathize)

Accept the Responsibility

Every time you handle a customer you represent your organization. You should have the mentality that you’re 100% responsible for guiding this to a successful resolution. Accept the responsibility by reintroducing yourself. Even if you said your name earlier, this personalizes the situations and builds confidence.

It’s important to validate their feelings of frustration.

Sympathy means acknowledging another person’s emotional hardships and providing comfort and assurance.

Accept the responsibility by saying:

Empathy means understanding how someone feels because you’ve experienced it also.

A. “Ms Jackson, I apologize for the issues you’re having with your invoice.”

A.“Again, my name is Carlos and I’m here to help you resolve this.”

S. “That’s got to be extremely frustrating.”

A. “Ms Jackson, I apologize for the issues you’re having with your invoice.”

S. “That’s got to be extremely frustrating.”

Prepare to Help Ask intelligent questions that will help

P. “Let’s get started and see how I’m able to help. Now please…tell me exactly what happened.”

NO EXCUSES! Excuses are the same as screaming: “I’M NOT GOING TO HELP YOU NOW!!!” No one wants to hear “I’m new,” or “Our computer is down,” or “I’m the only one in the office.” That’s your problem, not theirs.

Research shows that clients who successfully have had their problem resolved end up being more loyal customers than those who never had a set-back in the first place.

How is that for a silver lining?

Reprinted with the permission of Telephone Doctor Customer Service Training www.telephonedoctor.com.

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AFTERMARKET

Texas Propane

19

Inside the Industry

People in Propane Paula Wilson, former Council chairwoman and 25-year veteran of the industry, will now serve as PERC’s new director of industry engagement. Her focus will be to enhance communication and collaboration among industry members and state leaders.

Sam Fox was elected as Vice Chairman of the National Propane Gas Association Benchmark Council Steering Committee, which governs the Council. The National Benchmarking Council is made of NPGA marketer members to create a forum where marketers can learn from fellow marketers in the retail propane business.

Cleo McGehee Robinett, 83, passed away February 21, 2017.

Cleo worked along side her husband, A.D. Robinett, as owners of Killeen Propane and Hardware until 1995 when they retired.

She served in the children’s ministry at First Baptist Church of Killeen and First Baptist Church of Marble Falls for over 35 years until she succumbed to illness. Our thoughts go out to the family at this time. The family asks that memorials be sent to Samaritans Purse, designated for Children’s Ministry. Visit www.samaritanspurse.org.

Fleet Safety Tip: Driving in Thick Fog

It’s nerve-racking when you drive into dense fog. It can feel like you’re trying to drive with a pillowcase over your head. You just can’t discern objects until you’re very close.

Here’s some advice from AAA on how to deal with fog conditions: • Slow down and turn on your low-beam headlights. By reducing speed, you increase available reaction time. And driving with

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Texas Propane • www.txpropane.com

your low-beam headlights on helps you to see the roadway more clearly and increases your visibility.

• Use your windshield wipers to increase your visibility and reduce glare from oncoming vehicles.

• If your vehicle is equipped with daytime running lights (DRLs), you may need to manually turn on your headlights so your taillights will also be illuminated.

• Avoid sudden stops — and remember that larger vehicles need more distance to slow down or stop.

• If you must stop, steer off the roadway as far as safely possible.

• In severe fog, emergency flashers may help increase your visibility to other drivers.

(Check state laws regarding use of flashers while moving.)

2016 Propane Autogas Vehicle Sales Outshine 2015

In 2016, U.S. propane autogas public and private fleet vehicle sales increased by almost 8 percent compared to 2015 sales figures.

The light-, medium-, and heavy-duty trucks (OEM dedicated or aftermarket conversions) sold in 2016 are also the most vehicles sold in a single year since 2012, according to data compiled by the Propane Education & Research Council.

The 2016 sales figures continue a fouryear period of steady growth for propane autogas in the fleet vehicle market. Since 2012, sales have steadily increased by 52,800, or an average of 13,200 per year.

In 2016, a majority of the propane autogas vehicle sales continued to be aftermarket conversions, which accounted for about 67 percent of all sales, compared to 33 percent for OEM dedicated vehicles. Light-duty vehicles made up 62 percent of the vehicles sold in 2016, while medium- and heavyduty vehicle models combined to make up the other 38 percent.

The 2016 sales numbers increased the number of propane autogas vehicles on U.S. roadways to approximately 200,000 vehicles. At the close of December 2016, approximately 199,800 vehicles were operat-

Inside the Industry ing on propane autogas.

Forecasts from PERC show continued growth for propane autogas in the public and private fleet market. It expects to add 79,000 more light-, medium-, and heavyduty propane autogas vehicles to U.S. roadways between 2017 and the end of 2020.

Visit propane.com/on-road-fleets to see how propane autogas stacks up against other fuels.

Opportunity for Cooperative Procurement of Alternative Fuel Vehicles

The North Central Texas Council of Governments (NCTCOG)/Dallas-Fort Worth Clean Cities Coalition (DFWCC) is looking for fleet representatives and fleet procurement staff to participate in a new initiative called Fleets for the Future. The project goal is to administer a cooperative procurement initiative for alternative fuel vehicles and infrastructure to help fleets reduce the cost of transitioning to alternative fuels. Efforts may include a bulk purchase to consolidate multiple fleets’ orders. NCTCOG/DFWCC are conducting this project under contract with the National Association of Regional Councils, in cooperation with several other regions.

To participate, fleets are asked to complete

a brief survey about upcoming procurement plans. NCTCOG also invites fleet and purchasing staff to join a working group to weigh in on priorities and recommend next steps. To learn more, contact Bailey Muller (bmuller@nctcog.org, 817-695-9299), or visit the Fleets for the Future website, linked through nctcog.org/aqfunding.

Tune Into PERC’s 1075 Podcast

The 1075 is a podcast for propane professionals on the latest pertinent industry news produced by the Propane Education and Research Council (PERC).

The podcast launched in February and for now, will be monthly. The first podcast highlights FAQs about the 2017 media campaign and each month will highlight a different subject.

Check it out now. Find & subscribe to the 1075 podcast on iTunes, GooglePlay, or SoundCloud.

Facebook Business Basics Creating Your FB Business Page

The Propane Education & Research Council and the Propane Council of Texas have partnered to host a FREE webinar for

A Look Back…1951 LPG Division at Railroad Commission Created Frank E. Harvick was appointed director of the newly-created Liquefied Petroleum Gas Division which came into being by an Act of the recent Legislature. Staff of the new division will probably include five inspectors. Once selected these inspectors will be put through an intensive ten-day training course.

New LPG Filling Station – water gallon capacity of 1199, skidded and complete with necessary equipment with locking cabinet.

Interesting Tidbits

The biggest single order for LPG placed was 28,500,000 gallons

by Phillips Petroleum Co., a contract to supply the Chicago Transit Authority.

Steel for defense and essential products in all likelihood will be rationed. April 1 will bring controls barring aluminum from some 200 items. Copper we already rationed. The present program calls for complete rationing of three metal categories by July 1.

Texas is praised for excellent roads. Two national road organizations recently commended the Texas Highway Department for road building achievement.

Texas propane retailers on March 8 at 2PM CST. The first in a webinar series, this first webinar will educate retailers how to create business Facebook page.

Register at www.procot.org.

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March 2017 •

Texas Propane

21

Inside the Industry Tell Us Something Good

Propane Plays Helping Hand in Dog Rescue Facility

On the second Saturday of every month, eager families from the greater Philadelphia region converge on a five-acre campus known as the Golden Gateway, hoping to bring a canine companion into their lives.

The Delaware Valley Golden Retriever Rescue’s (DVGRR’s) “Meet & Greet Days” allow the public and approved adopters to tour the facility and meet dogs available for adoption. But until recently, the events were highly weather dependent.

“We typically have to cancel two or three a year because of rain or snow, or last year we had that -20 degree spell of windchill in February, which happened to hit that Saturday,” says John Plummer, staff support and facility manager for DVGRR, located in Reinholds, Pennsylvania. “You can’t have dogs sitting out in -20 degree windchills. Plus no one would come.”

In December, the DVGRR debuted the fix to that problem: a new 5,600-square-foot adoption and activity center. The pole building– style structure will weather-proof the rescue’s adoption days, with two 12-foot-high garage doors that can be opened in the summer to let air circulate. In the cold days of winter, two 100,000-Btu Modine unit heaters fueled by propane will take the chill off — and allow enthusiastic families to fall in love with the golden retrievers they’ll be taking home.

Affordable space heating Propane heaters were a natural fit for the activity center because DVGRR already used propane to heat its kennels and a sanctuary home for senior dogs. Bernville Quality Fuels has supplied the organization with propane since 2014 and is a contributor to the group’s cause.

Heating with propane was also more affordable than trying to heat with electric or oil-fueled systems, Plummer says. “Heating the buildings to care for the dogs is one of our biggest expenses. As a non-profit, we’re very conscious of where our dollars get spent.”

In addition to fueling the kennel and sanctuary furnaces, propane also powers the compressors for the air-conditioning units that cool the kennel facility in the summer. Using the facility’s existing propane storage to power those units was a more affordable option than installing a new breaker and bringing the electricity required to run the air conditioners, Plummer says.

22

Texas Propane • www.txpropane.com

Together, the propane heating and cooling units are critical to creating a healthy rehab environment for the rescue dogs, which may come from neglectful puppy mills or, more recently, strays brought in from Puerto Rico and Turkey. “Part of their rehab is keeping them comfortable,” Plummer says. “Consistency is very important for us. If they’re consistently warm and consistently fed, they come around a lot quicker. Using propane makes it easy on us. It’s one less thing we need to worry about.”

Power outages are another concern the organization can check off of its list thanks to two propane standby generators that protect the kennel and sanctuary. “All the power lines around here are aboveground, so it doesn’t take much for a tree to come down on a line, and the next thing you know you’re without power for a little while,” Plummer says. “It’s peace of mind knowing that we have these generators, and they’re hooked up to a source of fuel, and they’re going to switch on as soon as it’s detected that we don’t have electric.”

The generators protect the facility’s well pump and lighting and can start the heating and air conditioning systems as well.

A barking-friendly location Propane offers a gas option no matter where a building is located, which is an important feature for organizations like DVGRR that are better suited for rural locations that lack access to city amenities like natural gas.

The rescue was founded in 1993 and, until 2000, utilized the foster home model that many other rescues use. Focusing specifically on golden retrievers, goldendoodles, and Labrador retrievers, the organization grew until there were more dogs than available foster homes.

In need of boarding space, DVGRR purchased a local boarding kennel for sale and founded the Golden Gateway campus. The large site is ideal for a rescue facility, Plummer says.

“When you run a kennel, you have to be aware of and courteous to your neighbors — and dogs will bark,” he says. The large site allows plenty of space for volunteer dog walkers to exercise the retrievers for a mile walk twice a day. It’s a routine that results in the gratifying silence of dogs happily sleeping off their exhaustion during afternoon naptime and at night.

“A tired dog is a happy dog,” Plummer says. And with warm, comfortable spaces to rehabilitate and interact with future dog owners, the Golden Gateway is an idyllic place for the more than 4,600 golden retrievers the organization has rescued to transition into their new “forever” homes.

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March 2017 •

Mike Armstrong South Texas

Texas Propane

23

Where in the World

Iconic Filipino Transport Vehicle Getting LPG Makeover Ever heard of the Jeepney? The unique form of mass transportation is unique to the islands of the Philippines. Each vehicle is uniquely named and decorated, making for colorful traffic congestion.

The Department of Energy in the Philippines wants to install LPG on the country’s iconic vehicles.

With the growing number of auto-LPG operated taxis and dispensing stations nationwide, DOE is now encouraging jeepney drivers and operators to make the switch.

Roselle Ibuna, a senior science research specialist at the DOE, said: “Our goal is to enhance the energy supply security through fuel diversification using LPG as clean alternative fuel for transport like jeepneys.

“We are also trying to look at the Original Equipment Manufactured vehicles or built-in Auto-LPG vehicles, no conversion needed.”

Jeepneys were originally made from U.S. military jeeps left over from World War II. The word jeepney may be a portmanteau word – some sources consider it a com-

bination of “jeep” and “jitney”, while other sources say “jeep” and “knee”, because the passengers sit in very close proximity to each other.

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Texas Propane • www.txpropane.com

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March 2017 •

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25

Say

Cheese

Jim Diehl of Squibb Taylor, Steve Johnson of Blue Sky Propane, Jeff Severson of BAM Propane, John Kelly of Kelly Propane and John Gordon of Bob’s Fuels stop for a photo at the recent TPGA board dinner.

Everyone, including newly-elected RRC Commissioner Wayne Christian (seated), celebrated Don Heinrich of Slaton Gas’ birthday on February 28 at the TPGA board dinner.

Matt Terry of Pinnacle Propane, Joe Green of Green’s Blue Flame Gas, Bill Collins of Collins Propane and TPGA President Ben Wood of Northwest Propane pose for a photo at the recent TPGA board dinner.

Having a good time at the recent TPGA board dinner - Sam Fox of McCraw Propane, Katy McKnight, and Josh Nowlin of McCraw Propane.

Joe Green of Green’s Blue Flame Gas and Josh McAdams of McAdams Propane & Midstream Transportation

Jamie Bakondy and Caroline Hensley from AmeriGas Wholesale/ PTI at the recent TPGA board dinner.

26

Texas Propane • www.txpropane.com

Classifieds

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Thinking of buying a competitor?

Thinking of opening a new location?

We have the resources and experience to make your thoughts a reality.

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Ford ’94 F700 Series truck.

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Call for price. 870-863-3301 PetroStar Equipment Resources Purchase & Sale Pre-Owned Propane Tanks 5,000 gallons to 120,000 gallons FOR SALE (2) 60,000 gallons, 250 psi, Riley Beaird (2) 30,000 gallon, 250 psi, Miss Tank Contact: Jim Oliver (936) 755-6108 petrostar@pdq.net

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

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

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Texas Propane • www.txpropane.com

Calendar

Index to Advertisers

March

6-10 Texas A&M University’s Engineering Extension 40 hr. Propane Emergencies Course College Station, TX

D E L L CE

CAN

8 PERC Facebook Business Webinar 14-17 Work Truck Show Indianapolis, IN

April

21-23 NPGA Southeastern Convention & Expo Nashville, TN 27-28 (Groups A-F ) NPGA Benchmarking Council Meeting Dallas, TX

BLT Tanks 25 Cunningham Gas Products 10 D. L. Morrison Welding 12 Enterprise Products 14 Flynt Paint Products 11 Gas Equipment Company 23

May

4-5 (Groups G-L ) NPGA Benchmarking Council Meeting Dallas, TX

Insurors of Texas 20 Lone Star Energy Group 18 Longhorn Propane 28

14 TPGA office closed for Good Friday

10-11 PERC Advisory Meetings Detroit, MI

Lumbermen’s Insurance Agency 24

20 PERC Council Meeting Nashville, TX

15 TPGA Scholarship Deadline

Marshall Young Insurance 15

24-25 TPGA Board & Related Committee Meetings Fredericksburg, TX

Marshall Excelsior 27

Meeder Equipment Co. 13 Metsa Inc. 5 Pinnacle Propane Inside Front Cover Propane Service Corporation 21 Quality Steel Corporation 23 Westmor Industries 19 White River Distributors 11

For Sale 2007 Freightliner 3,000 gallon tank, aluminum deck, 125’ of 1” hose, 3 function remote, new motor—still in warranty.

New clutch, new tires.

Call: 254-266-5193, 254-580-9772 or 254-266-3969.

WOULD YOU LIKE TO ADVERTISE IN TEXAS PROPANE Magazine?

For Advertising, contact: Joanne Pantaze at 512-273-2639 or by email at jpantaze@pvco.net

COMING Next Issue Propane Continues to Play a Role in Nation’s Ag Businesses: California Avocadoes and More!

March 2017 •

Texas Propane

29

Propane With Purpose

Propane Tiller Turns Earth with Ease

Folks won’t have to worry about mixing and spilling oil and gasoline or smelly gas fumes with Earthquake’s Breez Propane Tiller. The quiet, clean-running, recoil-start 40cc fourcycle Viper® engine starts easily, even after storage and runs up to an hour and a half on a standard one-pound propane bottle.

Extremely lightweight and nimble, it’s excellent for maneuvering in tight places and around delicate plants. It features an ergonomic throttle control and an easy-to-operate on/off switch. The patented Rigid U-Turn™ handlebar with knobby rubber grips dampens vibration and provides a secure, nonslip grip. The upright storage position takes up less space. It additionally offers two height adjustments.

Earthquake® designs, manufactures and markets seasonal outdoor power equipment specializing in earth tilling and drilling products for the residential, rural, and light commercial markets. More information at www.GetEarthquake.com.

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Texas Propane • www.txpropane.com

BLUE IS BACK! Look for national advertising featuring Blue the Dog and the Bobtail Driver on television, on radio, in print, and online.

Among consumers who saw the advertisements in 2016, favorability was up 13 percentage points.

Rising favorability creates opportunities for your business.

Take advantage by promoting your company to consumers.

They’ve heard from Blue; now they’re ready to hear from you.

Download campaign products at propanecouncil.org.

Get in touch with the help desk at 724-I-AM-BLUE or bluethedog@propane.com.

BLUE PROMOTES PROPANE. YOU PROMOTE YOUR COMPANY.

TEXAS PROPANE GAS ASSOCIATION PROPANE EXPO & CONFERENCE August 4 -6, 2017

OF

WAVES OPPORTUNITY

Strengthen your connections at the 2017 TPGA Propane Expo & Conference