PERC Research: The Grid-Outage Talking Point for Your CSRs

The Situation

Research from the Propane Education & Research Council (PERC), published on July 16, 2026, highlights propane’s crucial role in maintaining energy reliability, especially during power outages. For you, the customer service representative, this isn’t just industry news; it’s a powerful talking point. When customers call, concerned about energy costs, electrification mandates, or grid stability, you now have validated data to demonstrate propane’s value as a dependable, resilient energy source. This research can turn a complaint into a conservation about energy security.

The Facts

PERC's research focuses on the vulnerabilities of the electric grid and how propane-powered generators provide essential backup, ensuring continuity for homes, businesses, and critical infrastructure during outages. The study points to increased frequency and duration of power interruptions, making independent, on-site energy solutions more valuable than ever. This isn't just about comfort; it's about safety and economic stability.

Electrification vs. Resilience As electrification mandates push against fossil fuels, this research provides a strong counter-narrative: propane offers resilience that the electric grid often lacks. You can explain to customers that while an all-electric home might seem 'cleaner,' it's entirely dependent on a fragile grid. A propane generator provides energy independence, a feature increasingly sought by homeowners and businesses facing unreliable electric service.

Talking Points for Customer Calls When a customer asks about heat pumps or electric options, you can pivot the conversation to reliability. 'Did you know many all-electric homes lose all heating and cooling during a power outage? Propane provides true energy independence. Many of our customers install propane generators to keep their families safe and comfortable when the grid fails.' This reframes propane as a solution for modern energy challenges, not just a traditional fuel.

Business Impact

Equipping your CSRs with these facts can turn potential customer churn into retention and even new sales. Every objection about electrification or cost can be met with a compelling argument about reliability and independence. This empowers your frontline staff to not just answer questions, but to actively sell the core value proposition of propane, ultimately protecting and growing your gallon base.

Key Takeaways

• Utilize PERC's new research as a key talking point for propane's grid reliability benefits.
• Educate customers on propane's role in energy independence during power outages.
• Frame propane as a resilient solution against fragile electric grids and electrification mandates.
• Train CSRs to confidently discuss propane generators and backup power with customers.

Action Steps

1. 1.Review PERC's 'Propane's Role in Grid Reliability' research summary.
2. 2.Develop a short, clear script for CSRs to discuss propane generators and grid reliability.
3. 3.Conduct a brief training session for your customer service team on these new talking points.
4. 4.Include a blurb about propane's reliability in customer communications or on your website.

Competitive Advantage

By leveraging PERC's data, your company can offer a compelling, data-backed reason for customers to choose or stick with propane, especially for critical applications like heating and power generation. This proactive approach helps you maintain market share against competing fuels and positions your company as a forward-thinking energy provider.