September 2017 magazine

TexasPropane September 2017

Volume 73 No. 9

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

ADA: Don’t Let It Disable Your Business Customer Service for the Office, Field & Social Media Shorts or Scarves? Winter Outlook

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 September 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

Features ADA: Don’t Let It Disable Your Business. . . . . . . . . . . . . . . . . . . . . 6 Shorts or Scarves: Farmers’ Almanac Winter Outlook. . . . . . . . 12

Propane Service Corporation

Debbie Simpson (800) 392-0023 dsimpson@txpropane.com

10 Great Customer Service Reminders. . . . . . . . . . . . . . . . . . . . 14 The Importance of Social Media Customer Service . . . . . . . . . 19 Marketers Boost Awareness for Lone Survivor Foundation. . . 20

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

Departments Highlights from Headquarters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 TPGA Board of Directors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Safety Talk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Tell Us Something Good. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 People in Propane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Inside the Industry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 A Look Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 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

ADA: What You Need to Know, Winter Weather Outlook & More Bill Van Hoy TPGA Executive Director With the TPGA Convention in our rearview mirror, we thought it might be a good opportunity to talk business. The Americans with Disabilities Act was signed into law by President George H.W. Bush in 1990.

Recent Texas legislation (and potentially federal legislation) has set out to curb “sue-and-settle” tactics put out there by unscrupulous attorneys. But even with that being reined in, propane marketers need to be aware of how to move forward

if you’re faced with an ADA lawsuit.

In the good news department, this year’s Farmers’ Almanac includes predictions of colder weather. Anytime you see “snow” several times with the word “Texas,” optimism abounds. Fingers crossed that they’ve nailed it!

This month we also talk about Customer Service Reminders that all of us should remember in our day-to-day dealings. Customer service comes in a variety of ways: on the phone, out with the customers and through social media.

Check in next month’s issue for photos from the 2017 TPGA Propane Expo & Conference.

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 Expo Refreshments BASYS

AFFINITY PARTNERS BASYS • Lone Star Energy Group

2017-2018 TPGA Board of Directors President: John Walter, Schneider Distributing, 800-901-9109 President Elect: Jack Walzel, Tri-Co Propane, 254-642-3885 Secretary: Harris Baker, Pinnacle Propane, 512-306-0073 Treasurer/Finance Chair: Josh McAdams, McAdams Propane, 936-598-7444 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: Open 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 Stone, Schneider Distributing, 800-901-9109

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District 13 Director: Open 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: 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 Past President: Doug Maclay, United Propane, 972-225-2347 Vice President: Allen Wells, Baygas, Bay Gas, 281-332-2630 Vice President: Matt Terry, JP Energy Partners, 210-560-5418 Vice President: John Gordon, Bob’s Fuels, 325-647-3619 Sr. Vice President: Mark Peterson, Buster Brown Propane, 281-689-3946 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: Doug Maclay, United Propane, 972-225-2347 NPGA Director: Jim Bishop, Bishop Energy, 940-665-3457

Featured

ADA: Don’t Let It Disable Yo

By Kristen Card The letters, all identical, arrived on the desks of business owners nationwide. With a law firm’s return address and headlined FOR SETTLEMENT PURPOSES ONLY, the letters claimed that “experts … have identified [Americans with Disabilities Act] access barriers” and “compliance failures” on the company’s website.

But, the letters warned their recipients, before “engaging outside experts of your own, we invite you to first contact us directly to explore a far more cost-effective and pragmatic approach to resolving these issues.”

And their approach was also enclosed: a “Draft Settlement Agreement” for the owner to sign, agreeing to, among other things, “pay certain attorney’s fees and expenses in the amount and in accordance with the terms memorialized in a separate, confidential letter agreement.”

And many owners – especially smaller, mom-and-pop businesses – agreed to settle, regardless of whether they were ADAcompliant or not, because it tends to be easier, faster, and cheaper to settle a lawsuit with a few thousand dollars than to wade into the financial quicksand of litigation.

Which is, of course, exactly what the law firm that sent the letters was counting on.

Abuse of the Americans with Disabilities Act [ADA] has become a national issue affecting thousands of small businesses around the country. ADA serial litigants file cookie-cutter lawsuits with boilerplate allegations, depending upon volume settlements for their payoff. Within the past three years, more than 4,215 ADA compliance cases were opened by plaintiffs who had filed 30 or more such lawsuits; a single individual was responsible for filing over 1,000 such cases on his/her own.

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Featured

our Business

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Featured

“The practice of sue-and-settle as it relates to the ADA is now a cottage industry,” asserted Mary Dale, founder and principal of a Central Texas law firm, during her testimony to the State Senate earlier this year. “One attorney brought almost 400 lawsuits against Austin-area companies, claiming violations of the ADA and demanding money. This is an issue that must be addressed; the law shouldn’t be used to extort money by threatening litigation – especially against Texas’ small businesses.”

But, lest we be accused of fear-mongering ourselves, let’s put the problem into perspective: While the ADA is being misused by some predatory litigators, the best defense is a good offense – fully understanding the law and ensuring your own compliance.

The Origins of the ADA

The Americans with Disabilities Act was signed into law on July 26, 1990, by President George H.W. Bush, as an equalopportunity law for people with disabilities. The law defines a disability as a physical or mental impairment that substantially limits one or more major life activities [e.g., breathing, eating, sitting, standing, walking, seeing, hearing, communicating, learning, caring for one’s self, etc.]. To be shielded by the ADA, a person must either currently have, have a history or record of, or be perceived by others to have such an impairment. Today, about 20% of Americans qualify as people with disabilities.

The ADA is one of America’s most comprehensive pieces of civil rights legislation, prohibiting discrimination and guaranteeing people with disabilities the same opportunities as everyone else to participate in mainstream American life – employment opportunities, the ability to purchase goods and services, and participation in state and local government programs and services.

As a propane marketer, you’ll be most concerned with Title I and particularly Title III under the ADA: Title I covers employment regulations for companies with 15 or more employees, requiring employers to provide “reasonable accommodations” to assist people with disabilities; Title III covers construction regulations for facilities and offices open to the public. Because these challenges can come from any member of the public, rather than

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only employees, this is the arena in which the bulk of ADA abuse is happening.

Generally, the law requires private entities that own, lease or operate places open to the public to remove architectural barriers that could deny people with disabilities full and equal enjoyment of goods, services and facilities.

Once the ADA became law in 1990, the federal government issued specific guidelines for all new construction, and in 2010, revised the guidelines.

So all construction begun between January 1993 and March 2012 must be 100% compliant with the earlier standards, and all construction begun after March 2012 must comply 100% with the new standards.

For buildings constructed before 1993, ADA compliance is more complicated. Older buildings are not “grandfathered;” owners must alter their architecture to come into compliance. According to the law, they have a “duty to remove barriers to access” for people with disabilities whenever removal is deemed “readily achievable” – which depends upon the cost of the action, and the size, type and financial status of the business.

The Department of Justice offers a list of 21 physical changes to property that are typically considered “readily achievable,” even for small businesses; it includes creating accessible parking spaces, making curb cuts in sidewalks and at entrances, installing visual alarms, installing ramps, widening doors, repositioning shelves, rearranging toilet partitions, installing raised toilet seats, and repositioning paper-towel dispensers.

Additionally, if your physical business must comply with the ADA, then your virtual presence – your website – must, too; since 2015, more than 265 businesses nationwide have been sued in federal court for online violations. An ADA-compliant website might include captioned images and videos for the hearing-impaired, information available as PDFs for people with low vision, or navigation design accessible by someone using screen-reading technology.

With its myriad complexities, details and interpretations, the Americans with Disabilities Act has nevertheless been around for almost three decades, so the onus to comply sits squarely upon the shoulders of business owners like you. So how do you know whether you’re definitely in complete compliance, or whether you’re vulnerable to an ADA attack?

The best way is to hire an expert. There is no one-size-fits-all solution for ADA compliance, as every company will have a different business model, employee profile and available resources. A professional accessibility specialist can conduct an ADA compliance audit custom-tailored for your business, as well as offer technical assistance, design review, policy and procedure guidance, and training options.

You can reach out to your local building department to see whether

Featured they have an access expert on staff who can provide advice, or contact the Southwest ADA Center – which covers Texas, Parking: Number of spaces. Parking lot does not contain minimum number of accessible Arkansas, Louisiana, New parking spaces.

Mexico and Oklahoma – for Parking: Parking spaces. Existing parking spaces are not compliant; fading paint or excesassistance and referrals [www. sive slope.

SouthwestADA.org]. An ADA Accessible Route and Entry: Ramps. Curb ramps or entrance ramps are either non-existent or compliance audit will minimize not compliant. your risk of ADA lawsuits, Accessible Route and Entry: Routes to and from parking lot or public right-of-way are not help safeguard you against slipaccessible. Might include: uneven surfaces or lack of detectable warnings. and-fall lawsuits, and may help Parking: Loading zones/van access aisles are either non-existent or not compliant. reduce penalties in case you do Parking: Parking signage. Parking lot signage is not compliant. get sued.

Access within Public Facility: Access height. Heights of surfaces such as counters, bars, There are some potential tax or tables are not compliant. benefits to ADA compliance, General Violation: Accessible features are not maintained. as well. Hiring disabled indiAccess within Public Facility: Access aisles within building are not accessible. viduals of specified groups can Accessible Route and Entry: Door hardware. Thresholds, handles, pulls, latches, locks, mean an annual tax credit up or other operating devices are not accessible. Kick plates. to $2,400, while making physical changes to your property May/June 2017• www.ccda.ca.gov might entitle your company to a tax credit in addition to the usual business-related expense deduction. The Disabled Access Tax Credit is available to eligible for eligible expenses related to access-barrier removal. small businesses and offers a tax credit of 50% of eligible expendiExamine the government’s ADA guidelines, and consult with tures between $250 and $10,250 made for the purpose of ADA your attorney or accountant to make sure prospective improvecompliance. And the IRS allows a deduction up to $1,500 a year ments will qualify for such tax credits or deductions.

Top Ten Most Common ADA Violations

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Featured Legislative Relief

Meanwhile, lawmakers at the federal and state levels are also working to help prevent bad-faith ADA litigation and protect businesses operating in good faith to provide access.

The 85th Texas Legislature recently passed into law House Bill 1463, a measure created to discourage ADA abuse. Sponsored by Texas State Representative John Smithee [R-Amarillo] and State Senator Kel Seliger [R-Amarillo], HB 1463 makes it more difficult for lawsuit mills to perpetuate so-called “ADA drive-by litigation.”

“Some plaintiffs’ attorneys have developed a practice of sending demand letters to Texas businesses, threatening to sue them under the ADA if they don’t pay a specified ‘settlement’ amount,” Senator Seliger explained to his colleagues. “Some of them send these false and misleading letters after little more than a Google Earth search for businesses in certain areas.”

HB 1463 requires claimants to notify property owners of potential ADA violations, and gives owners 60 days after such notification to correct violations before the claimant can file a lawsuit. Notifications must detail: the name of the individual claimant; each alleged violation and how it violates the law; each design, construction, technical or other standard alleged to have been violated; and the date, time, place and manner in which the claimant discovered the alleged violation.

At the federal level, Congress is considering the ADA Education and Reform Act of 2017 – House Resolution 620 sponsored by Representative Ted Poe [R-Texas]. Like the Texas measure, HR 620 would require written notice to business owners with alleged ADA violations, and would give owners a grace period before a lawsuit could be filed – 60 days to acknowledge whether there is a problem, and another 120 days to make substantial progress toward correcting violations.

What To Do if Your Business is Targeted

But compliance audits and helpful legislation aside, what do you do if you get hit with an ADA-related lawsuit?

Experts agree, first and foremost, don’t speed to settle. If you don’t correct the compliance issue (if, in fact, there is one), settling a claim doesn’t resolve the issue and you’re still vulnerable, litigation-wise.

• Take the complaint or demand seriously. Read it and respond to it. Contact your insurance carrier immediately to see whether it will provide you with defense counsel; if not, then contact an ADA-experienced attorney.

• Photograph your property thoroughly – you can be sure your claimant already has. Snap shots of your whole business, top to bottom, inside and out. And post a No Photography sign to help deter trolling plaintiffs or lawyers.

• If you rent, contact your landlord and tender a demand for defense.

• Talk with your attorney about whether it’s appropriate to make immediate changes to your business property. If you make a correction, it may be possible to get a lawsuit dismissed; some complainants will voluntarily dismiss a case if barriers to access are removed promptly.

• Hire an access expert to audit your business property and provide a comprehensive list of all ADA compliance issues. You don’t want to settle by agreeing to fix the problems identified in one lawsuit only to be hit by another lawsuit identifying further problems.

While the road to complete ADA compliance can be a rather long and winding one, it’s important to remember that not only is it part of being a responsible business owner, but it also can provide genuine benefits – such as tax breaks, overall peace of mind, and the knowledge that you’re doing the right thing while doing good business.

For more information, consult the ADA Guide for Small Businesses at www.ada.gov/smbusgd.pdf.

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

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

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SHORTS OR SCARVES? Farmers’ Almanac’s 2017-2018 Winter Outlook 20−23: Rain/ thunderstorms for TX and points east, then clearing, colder weather. 24−27: Fair skies change to unsettled conditions; light rain TX, points east. 28−31: Increasing cloudiness; very unsettled conditions spread in from NM. November 2017

1−3: Widespread stormy weather. 4−7: Fair/cold weather. 8−11: Light snow or rain then clearing.

12−15: Stormy again. 16−19: Storms clear away to East; then colder. 20−23: Unsettled Thanksgiving. Snow parts of NM, West Texas; wintry mix rest of TX, OK, and much of AR. Cold rain TX, LA Coast. 24−27: Fair, then significant snow for high terrain of NM, northern TX and OK. 28−30: Snow continues.

For 200 years, since 1818, the Farmers’ Almanac has published long-term weather forecasts that many tout as remarkably precise.

“While last-minute weather conditions sometimes come into play and throw a warm front into our long-range cold winter outlook, our predictions over time have been 80–85% accurate and continue to be a valuable planning tool for the year ahead—the Farmers’ Almanac continues to be the most trusted source for long range weather predictions” states the Farmers’ Almanac in its 2018 edition.

The Farmers’ Almanac weather prediction formula is both “mathematical and astronomical” and takes into account a variety of criteria and does not rely on satellites and current meteorological technology.

According to Farmers’ Almanac, which I remind you, has over 200 years of data, last winter was the seventh wettest and fifth warmest on record nationwide since 1895.

So what does the winter hold for Texas this year?

ZONE 5 South Central States Weather Calendar October 2017

1−3: Fair weather. 4−7: Stormy with some wet snow and flurries over the higher-terrain areas. 8−11: Mostly fair/ cold.

12−15: Unsettled then clearing skies. 16−19: Heavy rain spreads from the Southern Great Plains into the Mississippi River Valley.

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December 2017

1−3: Mainly fair. 4−7: Unsettled. 8−11: Wintry mix northern NM. 12−15: Showery/thundery in AR, LA, then fair; clearing elsewhere. 16−19: Mostly fair, then light snow parts of NM, TX, OK; showers in Mississippi Valley. 20−23: Showers over LA, then clearing, sharply colder; then fair, very cold Southern Great Plains and points west. 24−27: Snow northern NM; farther south and east, TX, Mississippi Valley get rain. 28−31: Fair skies.

January 2018

1−3: Showers, flurries over Southern Plains to the Gulf Coast, then turning fair, cold. 4−7: Heavy snow NM, northern TX to OK; frosts to Gulf Coast. 8−11: Much colder. Snow NM, TX, southern OK. 12−15: Snow in Rockies, Plains. 16−19: Clearing NM, TX/OK. Cloudy AR. Showery LA. 20−23: Squally NM, TX, OK. Snow AR. Rain Gulf Coast. 24−27: Squalls in South Plateau through northern TX and OK. 28−31: Flurries/showers in TX and OK. Showers Gulf Coast.

February 2018

ZONE 5 South Central States 1−3: Snow NM, much of TX and southern OK. 4−7: Snow in AR, then fair/cold. Chilly rains in LA, then clearing. Frosts Gulf Coast. 8−11: Fair, then flurries/showers OK/TX. 12−15: Fair/cold, then unsettled; rains over the Gulf Coast. Showers could fall at Mardi Gras. 16−19: Stormy TX to AR. 20−23: Fair/ brisk. 24−28: Showery/windy from NM to TX. Rain for LA.

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Business Beat

10 Great Customer Service Reminders

Are you a customer? The answer is obvious, but you might not think about yourself and your colleagues as each other’s internal customers. That’s right. We are even customers within our organiza-

tions. So, great customer service not only helps you with the customers that pay the bills and keep the lights on, great customer service can help your organization function at a higher level.

Hot Water On Demand!

Here are 10 Tips and Techniques we’ve learned work!

Be a “double checker.” People love to hear these words, so make sure you learn to use them! Think about this situation: a customer calls and asks for an item you are certain is out of stock for example a specialty cylinder or barbecue item. “We might be out of that item right now, but please let me double check that for you.”

Who knows? Maybe your inventory has been restocked! But if you are out, the customer feels like you took an extra step to help them.

Pretend it’s you. Empathy is a great bridge builder! Put yourself in the caller’s shoes. What would make you happy?

What would bring you back? What would make you satisfied? By putting yourself into your customer’s shoes, great outcomes are much easier to see!

Get involved. Make sure your customers know you are on their team. For example, when you’re ringing up a showroom

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Business Beat order, tell the customer how nice their choice is. If you’re helping someone with a trip or accommodations, get excited with them. When your customers know you are part of the package, they love it!

Stay focused. When you’re face-toface with your customer, make eye contact! Eye contact is crucial in delivering excellent customer service. If you’re on the phone, pay attention to the call! Don’t read something else, and don’t type unless it’s part of the service. Remain focused on your customer!

Do something extra. There’s almost always something extra you can do for a customer. Sometimes, it doesn’t cost anything! On the phone, you can ask if there are any other orders you can check for them, or offer to send them some free giveaway item like a mouse pad. In person, keep a few lollipops, balloons, crayons, PERC coloring books etc. for customers with children. People love getting “extras” even when they don’t need the item.

Show your teeth. Here at Service Skills and Telephone Doctor, that’s our term for “smile.” People sometimes think they are smiling, but they are not. Show your teeth! It’s especially important to smile when you are on the phone. Yes, that’s right! People can “hear” a smile.

Ask questions. Customers know you are listening to them and working to help them when you ask questions! Even a simple, “Please tell me more,” can keep the customer engaged and build rapport. Listen carefully for details you can ask about. Remember, customer service is about connecting to your customer, and asking questions is a terrific technique for making those connections.

Use complete sentences. One word answers rarely communicate anything positive.

In fact, one word answers are usually perceived as rude. Even “yes,” can come across as telling the customer you don’t care.

Care. Most people have a “care gene.”

The problem is that sometimes we forget. It’s important to care about your customer, what they are saying and what they need or want. Care about your customers, and they will take care of you.

Laugh at appropriate times. Humor goes a long way towards building rapport.

And let’s face it. Sometimes customers are funny and have problems where humor can help. A shared laugh can take the air out of a difficult situation. Take the time to laugh with your customers!

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

“I cannot say enough about Rusty and his team at Marshall Young Insurance. Not only are their prices highly competitive and comprehensive, but their customer service is outstanding as well. Marshall Young’s team goes above and beyond to exceed our insurance needs.”

— Josh McAdams McAdams Propane Co. Midstream Transportation Co.

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

Turn to Page 16 for safety meeting with customer service tips for propane employees in the field and in the office.

September 2017 •

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Safety Talk

Safety Meeting Providing Quality Customer Service THREE ESSENTIALS OF PROFESSIONALISM: 3 P ersonal appearance — Customers will make a judgment on

your trustworthiness by your personal appearance. Always be neat and well-groomed, with your hair trimmed and out of your face. Keep your uniform clean and mended.

3 Equipment care and maintenance — Even if they don’t know how each tool is used, customers notice its condition. Make sure all equipment is cleaned, serviced, and repaired regularly.

3 Vehicle operation — For both appearance and safety, clean and service your vehicle regularly. Safe and courteous driving habits are a must.

TIPS FOR ONGOING INTERACTIONS AND COMMUNICATIONS:

Propane customers have different applications, requirements, and knowledge. Make it a point to understand their needs and provide helpful answers and accurate information. Positive, professional interactions are key to keeping the customers you have and developing new ones. More important, quality, trustworthy customer service is critical in promoting the safe use of propane.

TIPS FOR EVERY CUSTOMER ENCOUNTER: 3 B e on time — Be diligent about scheduling. Allow enough

time to account for necessary work and travel between appointments. Call if you run late. It’s better to schedule a job for the next day than to schedule an appointment that cannot be kept.

3 Check work orders — Before heading to a job, check order information, such as account number, address, customer name, and a description of the work to be done. This ensures you are informed about their particular situation and ready to handle it when you arrive.

3 Develop a good relationship — Treat your customers as you would like to be treated. Wipe your shoes before entering a customer’s home, be prepared to take care of the task at hand, and show your concern about their issue — regardless of the size of the job.

3 Demonstrate integrity — Never promise a customer something that can’t be done. Verify that requested services make sense for your company to handle.

3 Build trust — Do the job right the first time. If a mistake is made, don’t be afraid to admit it. Address the issue and handle it quickly.

3 Manage angry customers the right way — Occasionally, you may deal with an angry customer.

Remain calm. Be as informative as possible, and don’t take hurtful words personally. Apologize for the inconvenience and do whatever is within company policy to satisfy the customer. When your work is done, ask the customer to inspect the work area to ensure they are satisfied.

16

Texas Propane • www.txpropane.com

Oftentimes, customers may need follow-up support or information. This is especially true after an installation or a repair. It is important to remain patient and courteous at all times, and clearly answer any concerns the customer may have.

Know your company policies and procedures for documenting safety-related contacts with the customer. Be sure to note the question or concern along with your response. If your company does not have a special form for this purpose, use a service work order or delivery ticket.

If you cannot answer a customer’s question accurately or completely, refer him/her to someone who can. Start with internal staff, but don’t be afraid to refer to appliance service companies if you cannot handle the issue in-house.

Discussion Topics 1. Consider the following scenario: You are stuck on one job site and have an appointment at another in less than 30 minutes. What are your options?

2. What is the best way to handle follow-up situations when the work is clearly not a good fit for your business or personnel?

LEARNING ACTIVITY Stage a situation with an angry customer. Have participants take turns at being the customer and the company representative. Discuss how the issue could be best handled.

For more information regarding customer service, visit propanesafety.com.

Source: Basic Principles and Practices of Propane (PERC)

SHARE ANSWERS BEFORE THEY HAVE QUESTIONS.

NEW CONSUMER SAFETY VIDEOS ARE AVAILABLE NOW. Make it easier than ever for customers to ямБnd safety advice. These six new videos cover core safety topics that support your safety communications. Each video also reminds customers that propane allows them to live comfortably, wherever and however they want. Get started by sharing the videos on Facebook, on your website, or through email. YouTube.com/ProudlyPropane

SIX SAFETY TOPICS TURN A TANK OFF | WHAT TO DO IF YOU SUSPECT A LEAK | APPLIANCE CONVERSION SAFETY PROPANE SYSTEM INSPECTIONS | HANDLING & TRANSPORTING SMALL CYLINDERS | READ A TANK GAUGE

Marketing Minute

The Importance of Social Media Customer Service

Providing customer service was once about speaking to someone in person at your place of business or providing a phone number for customers to call if they needed assistance. A quick flip through the phonebook or a glance at the sticker on the back of a product could provide someone with a direct line to your business or a physical address to visit so they could get their questions answered.

With the advent of the internet, new forms of communication were created, thereby forming new methods of customer service, including options like emails and contact forms or even chat boxes on your website.

Social media has once again changed the ways in which customer service can be provided. The messaging tool on Facebook, the direct message option on Twitter and customers’ ability to comment on photos on Instagram with questions all provide social media customer service options for customers to contact you – and for you to connect with them.

But if you neglect your social media and allow questions to go unanswered, you could be doing your business a major disservice. Many people prefer to com-

municate almost exclusively via email, according to a study done by marketing sherpa. This is especially true for younger consumers as the majority of millennials prefer using electronic forms of communication that can be easily used through their mobile devices.

Social media is lower on the list, but still outpaces other traditional methods such as phone calls.

How many times does your business phone ring before you answer the call?

How long does it take you to respond to your customers’ email messages? Whatever your answer was, cut it in half and that’s the expectation of social media customer service. As social media channels become an alternative customer service line for most people, you can’t afford to leave it unattended.

An example of how important social media customer service has become can be seen on Facebook. In 2015, Facebook released their Page Responsiveness app, which allows visitors to see how long it takes for you to respond to a message.

When this button is green, it validates your company and your brand.

The takeaway is simple: make sure you have time every day to check your social media platforms for comments or messages.

You must treat your social media presence as you treat your storefront – be there.

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

Let the company that knows your business, protect your business

worker’s compensation • general liability • auto insurance property insurance • health insurance & employee benefits risk management services

Protecting Propane and Petroleum Dealers for over 20 Years!

Member

225 S. Fifth St., Waco, TX 76701 • (800) 267-6221 • www.insurors.com September 2017 •

Texas Propane

19

Tell Us Something Good

Marketers Boost Awareness for Lone Survivor Foundation

“Texas Star Propane started in 2009 with one bobtail and a garage apartment.

In eight short years, we’ve grown to five bobtails, 10 employees and 4,000 customers,” said Josh Kasparzak, co-owner of Texas Star Propane, which is based in Plantersville, Tex. Texas Star Propane has recently started a generator division that retails and installs generators designed for the whole home. It, too, has become a big success and has helped supplement profits during the summer slowdown.

Kasprzak and Joel Sopchak, the owners of Texas Star Propane, feel extremely blessed with the growth of their business and wanted to give back to the community.

That is when they came across the work that the Lone Survivor Foundation was doing.

Both Kasprzak and Sopchak come from military families with strong military backgrounds and wanted to support their efforts. They had seen the movie Lone Survivor starring Mark Wahlberg, the film based on the incredible heroic story of Lone Survivor Foundation (LSF) founder Mark Luttrell, but the more they delved into the organization the more they were captivated with and motivated by the work of the Lone Survivor Foundation based out of Houston.

“The mission of the Lone Survivor Foundation is to take care of veterans and their families who suffer from posttraumatic stress disorder (PTSD), traumatic brain injury, chronic pain, and military sexual trauma,” Mike Langley, the LSF Director of Development said

20

at the May check ceremony at Texas Star Propane’s location in Plantersville.

The Foundation provides a number of services, everything from therapy to brain

“

Never quit on those who never quit on us

“Texas Star Propane has created the double AA battery effect, awareness and action.

Not only are they building awareness, but also provide funds that will allow veterans from all over the country to come to one of the survivor retreats,” says Langley.

Texas Star Propane has wrapped their vehicles with the Lone Survivor Foundation bringing awareness to the organization and recently presented the LSF with a check for $5,000, the first of many.

“

mapping. All of these services are provided at no cost to the service members or their families through the generous support of donors and sponsors, like Texas Star Propane, and through fundraising events around the country.

History of Company

Texas Star Propane was started in 2009 by two best friends, Josh Kasprzak and Joel Sopchak. Sopchak has a rich history in the propane industry. His grandfather, Al Stennett, had in fact started in the propane industry right out of the military, first with Butex in the 1940s and then starting his own company, AAA Butane, in spring in 1950 with Sopchak’s great-grandfather, AB Frank. The “A”s standing for each of the owners, Al Stennett; AB Frank; and community leader, Arthur Clebb.

AAA Butane, a multi-generational company, went on until 2009 when Sopchak’s mom sold to Amerigas. Sopchak and Kasprzak wanted to carry on Grandpa Stennett’s legacy, and soon after started Texas Star Propane.

Texas Propane • www.txpropane.com

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TAN White River Distributors, Inc. has been an industry leader since 1944, with a staff of sales professionals with over 100 years of experience to help make your purchase an easy one. We have tanks 600 to 8000 gallons, your choice of chassis. Build to your specifications. New, used, and refurbished propane bobtails, change-overs, and repairs. Financing available, delivery service available. Trade-ins Accepted. Pick up the phone and give us a call.

www.lpgbobtails.com • 1-800-548-7219

REFINED FUEL TANK WAGONS • PROPANE BOBTAILS VACUUM TANKS • WATER TRUCKS • OIL/WATER SEPARATORS • FRAC SAND

Contact Danny McElroy at the Southwest Sales Center Dallas, Texas 1-800-483-9971 • danmcelroy@aol.com

Inside the Industry

People in Propane Former TPGA President Tom Granberry was named Man of the Year by the Atlanta (Texas) Area Chamber of Commerce at a banquet in March of this year. The honor is bestowed on local individuals for their civic work. Tom served on the TPGA Board of Directors for 14 years (President 2006-2007). He has followed in the footsteps of his father-in-law, George Welch, Sr., George Sr›s brother, Hershel Welch, his brother-in-law, George Welch, Jr and first cousin Wes Welch.

Tom also served on the Atlanta Independent School Board and the Douglassville City Council, including one term as Mayor. Most recently he completed 13 years on the Atlanta, TX Memorial Hospital Authority, the last two years as chairman. Kudos to Tom! Clifford Harold Baize, Jr., 67, of The Hills, TX, died peacefully at home on June 15, 2017, with his loving wife, Cheryl, by his side. He endured a valiant seven-month battle with brain cancer.

Cliff was Grants Coordinator for the Alternative Fuels Research & Education Division (AFRED) at the Railroad Commission of Texas between 2011 and 2014.

Donations can be made in Cliff’s memory to the American Brain Tumor Association by visiting http://tinyurl.com/CliffBaize.

You can take the OSHA & DOT course online for free at https://perc.its-training. com (enter Voucher # 84220 and voucher owner PERC1075). Other assets available include computer based, interactive e-learning DVD for purchase; printed manual for purchase and free downloadable instructor tools; which include a PowerPoint presentation; instructor guide and digital book file.

Materials can be obtained at www.propanecouncil.org/productcatalog/.

LP Gas Growth Summit

The FREE LP Gas Growth Summit is scheduled for Sept. 18-20 at Reunion Resort in Orlando, Florida. This is an exclusive buyer/seller networking event where your propane marketer members would meet one-on-one with top propane vendor partners and learn new ways to grow their gallons and improve operational efficiencies.

LP Gas Magazine covers all expenses at the event, including lodging, meals, beverages and golf for propane marketers. Propane marketers just need to get there.

SPACE IS LIMITED. To register, please complete this online application at https://northcoast.wufoo. com/forms/z1n2meiv1qcl0y1/ Questions? Please contact LP Gas Magazine at 216-706-3748.

King of the Hill to Return?

Don’t Miss Out on Propane Sales Training

In 2017, more than 300 of your peers joined more than 3,000 marketers who have completed PERC’s Marketer Technology and Sales Training (MTST).

Each of the seven different modules introduces new propane-powered products and offers hands-on practice on smart ways to approach clients and close the deal.

New is the digital learning hub – with over 200 users so far.

To learn more about the digital learning, visit http://www.propanecouncil.org/MTSTdigital/and register.

To learn more about PERC’s in-person propane sales training, visit http://www. propanecouncil.org/MTST/.

Contact Tom Hopkins at thomas.hopkins@propane.com or call 202-452-8975, PERC’s new MTST programs manager, to

22

schedule a class or if you have questions on the digital learning.

OSHA & DOT Training

This PERC course helps propane marketers to comply with hazmat employee training as required by OSHA and DOT. Available as a downloadable module, e-learning course, plus instructor tools. The topics covered are: • OSHA Hazard Communication • DOT General Awareness Hazmat Training • Emergency Response • Loading and Unloading • CMV Driver Requirements • Vehicle Inspection • Cylinder Safety • Materials of Trade • Security and Hazardous Materials modules

Texas Propane • www.txpropane.com

The Hollywood Reporter and other media outlets reported that Fox Television Network is thinking about bringing back the TV series, King of the Hill.

Fox Chairman and CEO Dana Walden told reporters at the Television Critics Association’s summer press tour that she had had “preliminary conversations” with King of the Hill creators about bringing the King of the Hill series back.

King of the Hill ran for 13 seasons from 1997 to 2009 on Fox and followed propane salesman Hank Hill and his friends and family as they went about their lives in the fictional Dallas suburb of Arlen, Texas.

Inside the Industry Stock Up on Seasonal Bill Stuffers

A Look Back…1966 Interesting Tidbits

Gas Automatic Waste Disposer Offered

Propane Service Corporation, the TPGA store has double-sided English & Spanish seasonal bill stuffers discontinued by AFRED and revamped by the association.

In stock, we have Gas Check, Keep Full/ How to Read Your Gas Gauge and If You Smell Gas. Sold in packages of 100. Call (800) 392-0023 to order yours.

Magic Chef offered an undercounter automatic gas waste disposer. It was designed to be vented to an outside wall, eliminating the need for a Class A flue. It was equipped with a completely automatic ignition system, which maintained a constant standing pilot.

The new “Hot-Tot” brings instant heat to virtually any area where permanent heat is not possible.

tions, depending upon your company’s GAS Check inspection policies.

1. A Gas System Check which can be completed on the gas delivery system, including the containers, regulators, and appurtenances; and 2. A Gas Appliance System Check which

Poll taxes still existed and had to be paid by January 31 in order to vote in the state of Texas.

The first operational electronic scale in the nation, designed to automatically weigh trucks traveling at speeds up to 60 miles per hour, was being tested on Hwy I-94 near Jackson, MI.

Newly Revamped Gas Check Materials Available

Gas Check revamped in 2016 by the Propane Education Research Council (PERC) is a voluntary set of guidelines to help propane marketers to conduct checks on residential and small commercial vapor systems.

The program offers two types of inspec-

The industry’s first billion gallon increase brought total 1965 LP Gas sales to an estimated 13,504 million gallons, 8.3% higher than 1964.

can be completed on both the gas delivery system and all propane-burning appliances.

The program focuses on items that should be included in a Gas Check Inspection.

This updated program includes a Gas (continued on Page 24)

Made in

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LPG Storage Vessel

LPG Porta Pak

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September 2017 •

Texas Propane

23

Inside the Industry (continued from Page 23)

Where in the World

The 30th World LP Gas Forum The World LP Gas Forum will be held in October at Palais des Congrès of Marrakech under the high patronage of his majesty Kind Mohammed VI. The event includes several sessios, exhibition, and Global Technology Conference.

The 10th Global Technology Conference (GTC-2017) is organized as a part of the 30th World LPG Forum and will take place on October 3, 2017. The primary aim of the GTC-2017 is to showcase the most innovative and original technological ideas from around the world and create new opportunities for the LPG industry.

It brings the LPG industry together, represented by all its stakeholders, from research entities to academic partners, LPG producing companies to equipment manufacturers, LPG distributors as well as the total supply distribution chain and beyond it.

D.L.Morrison Welding & Construction L.P. MC 330 & 331 Transport & Bobtail Testing & Inspecting 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 24

Texas Propane • www.txpropane.com

Check Booklet and how-to companion video that provides simplified guidelines and illustrations to teach you how to properly fill out Gas System Check & Gas Appliance System Check forms.

The newly revised program also reduces the number of inspection forms from three to two forms with both forms including the customer acknowledgement.

Visit www.propanecouncil.org/productcatalog to download or purchase these items or call PSC at 800-392-0023 for more information.

PERC Approves Assessment Rate Increase

Just a reminder, the Propane Education & Research Council (PERC) approved an increase in the assessment to $0.005 per gallon of odorized propane, an increase of half of one-tenth of a cent per gallon from the current rate of $0.0045 per gallon, effective Oct. 1, 2017. The additional revenue is projected to be about $3.3 million for programs.

LPG Charity Found Golf Tournament

The 25th Annual LPG Charity Fund Fall Classic will be held on October 24, 2017 at Tour 18 Golf Course, 3102 FM 1960 East, Humble, TX. Registration will begin at 11:00 am.

The Shotgun Start will be at 1:00 pm. Box lunches will be provided on each cart. Dinner and prizes will immediately follow the tournament.

All proceeds from the tournament benefit the LPG Charity Fund. The LPG Charity Fund’s principal objective is to assist members of the LPG and Gas Processing industry during a time of catastrophic medical expenses and/or financial need such as temporary living expenditures or funeral expenses.

To learn more or register for the event, visit www.lpgfund.com.

FEATURING SPECIALIZED PROGRAMS FOR LP GAS DEALERS

• Worker’s Compensation • General Liability • Business Auto Insurance • Property • Commercial Umbrella

Building and Maintaining Confidence in the Insurance Industry since 1949

Member

Contact John S. Porter, CIC Mark D. VanDover, CIC Miles T. McFann

1305 South First Street • Lufkin, Texas (936) 634-3326 • 1-800-223-1289 Emails: john.porter@lumbermen.net • mark.vandover@lumbermen.net mmcfann@austin.rr.com • www.lumbermen.net

Say

Cheese

Mike Sullivan, Worthington Cylinders; Richard Shively, Thomas Built Buses; Paul Osbourn, WestPort; Drew Neubauer, Rush Enterprises; and Curtis Donaldson, Agility Fuel Solutions, speak about propane and natural gas vehicle technology and availability at the July 27 Propane & Natural Gas Funding Workshop in Austin.

26

Texas Propane • www.txpropane.com

State Representatives from the Texas Legislature, Tony Dale (R-Cedar Park); Brooks Landgraf (R-Odessa); and Jason Isaac (R-Dripping Springs) discuss different funding opportunities for propane and natural gas as a result of the Texas Legislative session at the July 27, 2017 Propane & Natural Gas Vehicle Funding Workshop in Austin hosted by the Texas Natural Gas Foundation.

To learn more about these propane vehicle funding opportunities, please stay tuned to the TPGA Monday Morning Messenger, TPGA’s weekly member newsletter.

ANNOUNCING A NEW LOOK T h e p r o pa n e i n d u s t r y i s e v o lv i n g , a n d s o a r e w e .

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FUEL YOUR PROFITS WITH LOWER WORKERS’ COMP PREMIUMS Endorsed by:

*Dividends are not guaranteed and past dividends are not a guarantee of future dividends. The Texas Department of Insurance must approve all dividend plans

Call your agent to get a quote or call Curtis Heptner, Master Agent H (940) 397-2771 H Curtis@certessentials.com

Classifieds

Thinking of selling out?

Thinking of buying a competitor?

Thinking of opening a new location?

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

817-615-8393 • 800-267-9311 • www.alamocorporategroup.com

RAILROAD COMMISSION APPROVED TRAINING

1.1 Introduction to Propane

2.1 Dispenser Operations—

DOT/ASME Refueling

2.3 Bobtail Operations and Delivery

3.3 Appliance Conversion

3.8 RV Technician Your place or mine. Call for pricing.

Jack Harrison • 210-680-5096 propanesystems@gmail.com

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

FOR SALE: 1996 Chevrolet C7500, 2600 Gallon barrel LCR Meter, LCR Register, 150ft hose Current VK & Hydro, Form 4 good through 2017 Very clean bobtail. $15,000 OR BEST OFFER Call or email Josh, 281-259-2162 josh@texasstarpropane.com

PetroStar Equipment Resources Purchase & Sale Pre-Owned Propane Tanks 5,000 gallons to 120,000 gallons FOR SALE (2) 18,000 gallon, 250 psi, Trinity, skidded (2) 30,000 gallon, 250 psi, Mississippi Tank Contact: Jim Oliver (936) 755-6108 petrostar@pdq.net

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

28

Texas Propane • www.txpropane.com

Calendar September

4 Labor Day TPGA office closed 10-13 NPGA Technical Standards & Safety Meeting Colorado Springs, CO 14-15 NPGA Benchmarking Council (Groups A-F) St. Charles, MO 18-20 LP Gas Growth Summit Orlando, FL 19-20 PERC Advisory Committee Meetings Scottsdale, AZ

Index to Advertisers 21-22 NPGA Benchmarking Council (Groups G-L) St. Charles, MO

BLT Tanks 17

October

Cunningham Gas Products 25

Cargas Systems 9 Cothern’s Tanker Inspections Outside Back Cover D. L. Morrison Welding 24

1-3 NPGA Fall Board Meeting Minneapolis, MN

Dragon Products 23 Enterprise Products 10 Gas Equipment Company 14

3-5 30th World LPG Forum Marrakech, Morocco

Insurors of Texas 19 Lone Star Energy Group 27 Longhorn Propane 28

9 Pros4Care Golf Tournament McKinney, TX

Lumbermen’s Insurance Agency 25

24 LPG Charity Fund Golf Tournament Humble, TX

Metsa Inc. 13

Marshall Young Insurance 15 Meeder Equipment Co. 5 Pinnacle Propane Inside Front Cover Quality Steel 27 WESROC 11 Westmor Industries 21 White River Distributors 21

This Space Could Be Yours!

WOULD YOU LIKE TO ADVERTISE IN TEXAS PROPANE Magazine?

FOR SALE: 1998 Chevrolet C7500, 2400 Gallon barrel LCR Meter, LCR Register, 150ft hose Current VK & Hydro, Form 4 good through 2017 Very clean bobtail. $17,000 OR BEST OFFER. Call or email Josh, 281-259-2162 josh@texasstarpropane.com

For Sale Used Bobtail Barrels.

2-2600 wg 1-2400 wg Contact: 800-852-4641

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

COMING Next Issue TPGA Convention Recap Meet The Exhibitors Supply & 2017-2018 Heating Season September 2017 •

Texas Propane

29

Propane With Purpose

Propane Fuel Cell Powers Longer-Lasting Drone

The Stalker XE240, built by Lockheed Martin, is a 10-foot drone used

by Marines and Special Forces for tactical reconnaissance. This model, in particular, is built for endurance. By using a small propane fuel cell, the Stalker can stay in the air four times longer than its predecessor.

While there are a variety of upgrades for the newer edition, the most important change is moving from the lithium-ion batteries to the new fuel cell.

The drone utilizes the D245XR solid-oxide fuel cell, manufactured by AMI’s Ultra Electronics in Ann Arbor, Mich., which uses the catalytic oxidation of propane fuel.

30

Texas Propane • www.txpropane.com

According to a Popular Mechanics report: “It is one of the smallest fuel cells commercially available, weighing just over five pounds, and burning propane fuel at 800 degrees centigrade.”

The fuel cell has a nominal output of 245 watts when burning 112 grams of propane an hour. The Marines have a scrubber to remove the odor (added to domestic propane for safety reasons) and other contaminants from commercial-grade propane so they can use it.

Dirty propane would gradually degrade the fuel cell and reduce its ability to generate power; the scrubber lets the Marines use propane from any source. And because countries around the world use propane for cooking and heating, DARPA figures supply should not be a problem.

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