January 16, 2024

In Brief

Welcome to the latest edition of the Tuesday Telegraph.

In the first story of the morning, the association reminds members that there is an hours of service waiver and that the waiver is ending at midnight tonight. Additionally, we provide a link to all of the waivers nationwide.

In our second story of the morning, TPGA reminds members of the PLAN website. The site is a tool for the industry to find supply points and get real-time information about those supply points.

We imagine your office is being inundated by customer calls requesting propane. In this third story of the morning, TPGA shares ideas to help with customer communications during this high-demand period.

The association’s final story of the morning covers our recent meeting with the U.S. Department of Transportation. For more details about the meeting, please refer to the fourth story of the morning.

Explore our Quick Links section, offering access to the latest Winter Weekly newsletter update, Propane Service Corporation, filling non-customer tanks in an emergency, and quick access to the 2023 propane appliance rebates expiring at the end of the month.

In this issue

In Brief
Hours Updates
Reporting Wait Times
Arctic Surge Customer Communications
PHMSA Update
Quick Links

Calendar

January 31, 2024

The deadline to submit 2023 rebate applications

January 31, 2024

EPA Clean School Bus

Grant Program

February 6-8, 2024

NPGA Winter Board of Directors, Committee & Section Meetings

February 10, 2024

Texas Propane magazine ad deadline

February 13, 2024

New Year, New Grants Webinar

February 15, 2024

NPGA Scholarship Deadline

FULL CALENDAR

Affinity Partners

Lone Star Energy Group Workers Comp Insurance

Basys Credit Card Processing

NoCell Technologies

Hours Waiver Granted

Expires at Midnight

On Friday, January 12, 2024, at the request of the Texas Propane Gas Association, the Texas Department of Public Safety (DPS) issued a waiver from the hours of service for propane, fuel, grid workers, and other groceries.

The waiver will expire at 11:59 PM tonight, Tuesday, January 16, 2024.

DOWNLOAD

The association has requested an extension to this waiver and will send a separate alert if the extension is granted.

All States Hours Waivers

Do you operate in multiple states?

Please find a list and link to download all propane hours waivers from across the country.

VIEW & DOWNLOAD

NPGA Plan:

Propane Supply Points

As we transition into the heart of the heating season, remember that the National Propane Gas Association (NPGA)’s Propane Logistics Analysis Network (PLAN) is a free tool to make your company more efficient. It allows your drivers to spend less time waiting in lines for fuel and more time delivering fuel to your bulk plants and customers. PLAN relies on your company to work!

Marketers, drivers, dispatchers, terminal managers, and wholesalers all play a part. It takes less than a minute to submit a wait time from your mobile device or desktop computer. This can also help NPGA and associations, like TPGA, have the data they need to request waivers.

PLAN is available online at https://plan.npga.org.

Click on Search by State. All the supply points in Texas or the state you select will populate. Click on the plant you or your driver is waiting at from the list of supply points in Texas and report wait times.

Report any plant additions and closures to Twana Aiken by January 26, 2024, as NPGA is updating the PLAN tool and other supply point resources.

Arctic Surge: Communications

with Customers

As an arctic blast continues to bring below-freezing temperatures, propane companies brace for a surge in calls from customers facing nearly depleted tanks. But amidst the chaos, effective communication can be helpful during times of high demand.

Here's how propane companies can keep their customers informed:

Automated Updates: Use automated phone messages/hold music to inform callers of expected wait times, delivery schedules, and alternate options. Regularly update these messages with the latest information.

Website Transparency: Make your website your communication hub. Display delivery times, office hours, and FAQs about the situation. Treat it as a real-time information board, keeping customers in the loop.

Social Media Updates: Don't underestimate the power of social media. Use platforms like Facebook and Instagram to announce updates, share resources, and answer questions in real time.

Text Messaging: Implement a text message system to keep customers informed about their delivery status.

Remember, Communication is a Two-Way Street:

Active Listening: Train customer service representatives to listen actively to customer concerns and address them with empathy and understanding. A little warmth goes a long way.

Clear and Consistent Messaging: Use simple, understandable language in all communication channels. Avoid technical jargon and ensure consistency across phone, online, and social media platforms.

Openness and Honesty: Don't sugarcoat the situation. Be transparent about potential delays and limitations. Acknowledge challenges while assuring customers their needs are being prioritized.

U.S. DOT Shares Insights, Tips & Resources with TPGA

Last week, the Texas Propane Gas Association met with the Office of Hazardous Materials Safety within the U.S. Department of Transportation Pipeline & Hazardous Materials Safety Administration (PHMSA) at our TPGA Headquarters.

PHMSA met with the association to see how we can continue to work together to share information with the propane industry to strengthen compliance. The Southwest Regional Office of PHMSA is continually been an asset and resource to the association as we help members with numerous PHMSA-related questions.

During the meeting, PHMSA provided invaluable tips, insights, and additional information that will benefit the propane industry. Additionally, PHMSA also consulted with our compliance store, Propane Service Corp (PSC), to ensure we are offering products that help our members comply.

Appreciation goes out to PHMSA for their unwavering support, always just a phone call, email, or meeting away. Their dedication plays a pivotal role in assisting the Texas propane industry, and we look forward to continued cooperation.

Watch in future communications for insights and tips that TPGA shares from PHMSA.