Networks discover that rooftop solar is no longer the enemy
I like to watch energy developments in Australia because I think they are a few years ahead of the US. This is mostly dictated by the larger price gap between grid power and rooftop solar which led to earlier adoption in Australia. But the utilities have followed a similar play book of responses to distributed solar.
First, there is denial. The utilities see rooftop solar as triffling, but are willing to follow some of the regulatory obligations to accommodate customers with solar. This is the time of easy net metering. Then, solar becomes economical and adoption rates soar. Soon it becomes clear that solar is a threat, and the utilities enter the second phase, anger. Here the utilities lash out against solar and try to undermine it's economics with punitive policies and rates. Utilities in Australia tries every trick in the book a few years before the NEM battles in the US.
Now, utilities in Australia seem to be entering the third stage, bargaining. They recognize that the customer is central. This is an intellectual breakthrough for entities thar never really had to think about what customers want. But a prerequisite for being in the business that customers will choose is respecting that the customer choice is real. This prepares utilities to bargain with customers. Their business models are up in the air because they really do not know what bargain can be struck with customers. Moreover, the anger stage really abused alot of customers, especially first movers and the best informed. Will these customers trust anything the utilities tries to offer them?
But at least in Australia utilities are coming to recognize that they need to put customers first and strike a new deal. The question is whether this comes too late. Have the utilities so abused customer trust with ridiculous and punitive policies that these customers can never be won back? I suspect some have indeed gone too far. For example, in the US, I think NV Energy has done permanent damage to their reputation and customer trust. So this sets the utilities up for the fouth stage, depression. Particularly those utility that have destroyed too much customer trust will find it very hard to strike a new bargain with customers. There abused ratepayers will simply prefer to do business with just about any other company. This is, in fact, a key advantage for players like SolarCity. They have a name and track record that customers can trust. But it will be very hard for many utilities to win back basic trust. So customer response will be cool, and attempts to offer what customers really want will underperform expectations. So the utilities may find themselves in a depression. The new opportunities in the market will largely pass them by. What is left is the final stage, acceptance. They utilities will simply come to accept that they will play a much smaller role in meeting customer's electrical needs. Some may even go out of business.
The key lesson here is that utilities really need to be very careful not to lash out against solar in anger. The reputational damage can be deep and irreversible. Even before the bargaining stage utilities need to put customers first and respect the customer's desire to choose. This means every policy change around accomodating solar needs to be evaluated from a customer viewpoint. Adding punitive fees and cutting net metering needs to be framed in such a way that solar customers know that they are valued customers and are being treated fairly. Anything less than that destroys trust and damages reputation. At a minimum utilities need to do focus group research on solar customers before proposing any rate changes. Any sign that customers are simply biding their time until batteries or other technologies become cheaper should be taken as a serious warning sign, because eventually these price barriers will come down. As that happens, all that will be left for the utility is the quality of the customer relationship.