Utilities often struggle to explain concerns about PFAS to customers. Drinking water providers get questions about the risks of small amounts in water from the tap. Clean-water utilities are confronted about the effects of traces in land-applied biosolids.

One way to deal with such concerns is to put them in perspective, without being dismissive to the people inquiring. And that includes suggesting steps customers can take to limit exposure to these “forever chemicals.”

Setting the tone

PFAS are found in numerous consumer goods, and usually in far greater concentrations than in tap water or biosolids. Utility customer may not know just how widely they are present in everyday life, even though they’re in the news frequently,

PFAS are effective in repelling grease, water and stains and in fighting fires. They are used in cosmetics, nonstick cookware, food packaging, stain-resistant carpet and clothing, rainproof outdoor gear and more. They are everywhere — in almost every home and human body.

Product manufacturers are under pressure to phase out PFAS. In the meantime, there are practical ways for people to avoid them, at least to some extent. So when facing a customer concerned about PFAS, here’s how a member of your team might respond:

• First, show empathy: “I understand your concern; thank you for sharing it.”
• Second, show commitment: “We take this seriously, and we’re addressing it in the following ways.”
• Third, offer advice: “In the meantime, did you know there are things you can do in your home to stay clear of these chemicals?”

This won’t make the concern disappear, but it will show customers that you care and empower them to act on their own behalf while you work on a remedy.

What customers should know

Here, drawn from various sources, are some measures you can suggest to customers; they’ll probably find some of them surprising.

Tooth care. Some dental flosses have coatings that contain PFAS to help them glide smoothly between teeth. Check out Consumer Reports or do an internet search for flosses that are PFAS-free.

Furniture. Stay away from stain-resistant coatings. Look for polyester or plastic-based upholstery fabrics, which are inherently stain-resistant and easy to clean. In addition, darker colors and printed patterns like plaid are less likely to show stains.

Floor covering. Several studies show that carpet treated with PFAS for stain resistance can create significant exposure, especially for babies and children. Ask vendors about PFAS-free alternatives.

Personal care. Check the ingredient lists on labels for cosmetics, lotions, soap, shampoo, shaving cream and other products. Avoid items that list PTFE, “fluor” or “perfluor.”

Popcorn. The bags for microwave popcorn tend to be high in PFAS. Buy bags or jars of plain popcorn and pop it on the stovetop.

Cooking. Set aside cookware with Teflon or other nonstick coating, especially if the coating has become worn or scratched. Use stainless steel, cast iron and glass cookware instead.

Clothing. Fabrics advertised as water-, grease- or stain-resistant most likely are coated with formulations that contain PFAS. Patronize suppliers that have pledged not to use PFAS and don’t use aftermarket spray-on waterproofing or stainproofing treatments unless you can be sure they are PFAS-free.

Food containers. Disposable packaging like takeout bags and pizza boxes often contain PFAS for grease resistance. Patronize fast-food restaurants sparingly. Also, when eating out, take along a glass or metal container for your leftovers instead of asking for a “doggie bag.”

Cleaning. Household dust is typically high in PFAS. Damp-mop frequently, or use a vacuum cleaner that includes a HEPA filter. 

Advice like this will help customers make good choices on their own and will show them that tap water and biosolids are not by far the major sources of PFAS in their lives.