What’s An Audit?: Simple Through Comprehensive 2009 ACI Conference, Kansas City AUD2 A. Tamasin Sterner Pure Energy Lancaster, PA

Session Objectives ►Focus on the people side of the energy equation ►Share a business model that avoids customer disappointment & maximizes profit ►Leave with simple tools to support your auditing

What are the reasons potential customers call you?

Typical Reasons We Experience ►Feeling afraid of… ►Want to do right thing regarding climate change ►Gather ammunition to support expenditure ►Explore decision to sell house ►Renewable energy desire, want to do something ►High cost of energy ►Uncomfortable

Pure Energy’s Philosophy We believe: ►There is no “one size fits all” audit process! ►People should get what they ask for, not what we think they should want or need

Pure Energy’s Business Model ►Win-Win-Win Approach ►Three Assessment Choices 1. Jiffy Audit: no site visit 2. Walk Through: no major diagnostics 3. Comprehensive Audit: includes 1, 2 & full range of appropriate diagnostic tests and maybe modeling ►Facilitation & referral ►Support & problem solving ►Tracking Results

Key Questions Before Home Visit Customer-Focused Auditing ►What are the reasons you called us? ►What do you imagine your house/bills/life to be like after our visit? ►House sq. ft. and volume, number of occupants, water heater fuel, heating system type & fuel, year house built, number of stories, structure type, unconditioned attached areas, energy use history for all fuels ►No visit is scheduled until after receiving energy use history

What Happens On Site ►Review reason for call ►Share results of pre-visit energy use analysis ►Show Total Consumption Picture ►Walk through home with occupant & determine what, if any, diagnostics will provide useful information ►Do diagnostic testing

©Conservation Choices Conservation Connection Consulting Houses don’t use energy. People do.

Then… ►Draw conclusions:  Decide what is important – the big things  Categorize findings & decide what to tell them  Keep asking questions and listening ►Merge their wants/needs (self-interest) with cost effectiveness calculations including benefits beyond payback.

Then… ►Develop options and likely outcomes, including option of phased activities. If this…, then that… ►Facilitate the customers’ decision-making ►Decide on work plan: what are they going to do, what we are going to do ►Prepare for follow-up reports, contacts, referrals etc. ►Arrange for feedback

When Simple is Best ►Using diagnostic equipment and/or computer modeling doesn’t always make sense  If the customer’s pattern of energy use indicates the structure is not the problem (seasonal use is low)  If the customer can’t afford the extra cost  If structural problems are obvious in the walk-through  If the audit is not part of a program that requires use of diagnostic equipment  If a contractor will be following you and will do diagnostic testing as part of his estimate

Simple Ways to Analyze Use ►Lots of tools are available! ►Utility website ►Home Energy Yardstick ►Books, such as Residential Energy ►New tools every day!

Annual End Use Consumption Ranges (kWh) National averages trued up to PA utility program experience

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

Short Cuts ►Use analysis - Knowing low to high use ranges – how much energy use is high? ►Separate seasonal use from baseload use ►If any category of use is Low, save your time and energy and focus where the use is Mid or High ►Determining if the issue is structural, and/or waste, and/or inefficient appliances

Savings Follows Use / Waste Total electricity use relates directly to potential electricity savings

“It’s about my windows…”

Listening for Content & Feelings HERS Content Wants new windows because existing ones are drafty & difficult to clean. Feelings Vulnerable & unheard. Afraid of husband’s resistance and judgment that ease of washing is frivolous interest HIS Content Agrees that he feels cold when around the windows in the winter and wants to know if new windows would be the best value for the money. Feelings Afraid it is a poor economic investment and that they will cost too much, and that he’ll be perceived as a poor provider

What Doesn’t Work ►Failing to identify customers’ self interests ►Losing objectivity, patronizing, being judgmental ►Inappropriate tone, tempo, volume, lingo ►Not balancing receiving with giving information ►Thinking there is not enough time for clear communication - rushing ►Focusing on your stuff rather than their stuff ►Taking information at face value when there are other signs ►Focusing on SELLING rather than Customer’s Buying ►Greenwashing

Feedback Welcome! A. Tamasin Sterner