Handling Customer Complaints
The business of converting homes to solar energy is often a matter of education and communication. Never assume that a client understands everything that you do, the way that you do. Communicating and asking questions is a large part of the job.
If you view client’s questions as part of the process rather than a bother, things will go a lot smoother before, during, and after installation.
Help your clients by asking them the right questions so that they never feel that they are in the dark.
Take a Walk in Their Shoes
Your clients are entering into unchartered territory. Like it or not, contractors are not always the best communicators.
Often a sales rep is the first point of contact with a client and what is said by the rep is not necessarily communicated to the crew doing the installation.
This is a big mistake.
If a sales rep makes statements and/or promises on the company’s behalf, the installers need to know so they can honor those promises and fulfill the client’s expectations.
Not doing so can turn the project into a nightmare for all concerned.
Also, the client’s home is not just a job site. Ensuring that everyone in your crew respects the client’s home as though it were their own will help avoid complaints.
Your Customer Complained – Now What?
Winding up with an unhappy client is never fun. As a business owner, it’s best to handle issues straight away. Never attack the customer, even if you know you are right. In today’s media-driven world, the court of public opinion is not kind to businesses that attack their customers.
Instead, do your best to understand what’s driving the complaint. Know that, however bizarre, in the customer’s mind they are right. Learn from what is happening and ask them what could have prevented things getting to the current state.
Addressing the situation in a cool, collected, and, above-all, professional manner will earn not only goodwill, but could earn you referrals. This beats an online business-bashing frenzy.
The costs associated with being called into the public eye in a negative way will be more than any accommodation necessary to turn an unhappy customer into a happy one.
Think about a customer complaint as an opportunity to learn and grow. If you listen to your unhappy customers, you can learn important lessons about your business and how to serve all your clients better.