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How to Overcome Customer Fears

September 11, 2018
Best Practices

Approaching a major home project like converting to solar is bound to create anxiety in most homeowners. As an installer, part of your job is to address any fears your client may have so that they are comfortable working with you.

Minimize Trust Issues with Open Communication

For most homeowners, converting to solar is unchartered territory. After all, it’s not having your floors redone or new windows put in. This is an area that requires educating a homeowner on what exactly will happen, how it’s beneficial for them, and why you are the best people to make it happen.

The fastest way to establish a positive working relationship is to explain the process from start to finish, including all aspects of going solar, not just the installation. Then, answer questions and be sure to be open and honest with your answers.

Be sure the homeowner knows what to expect and when to expect it.

Cost

Even people who are well-versed in having home renovations experience stress around budgeting for something like a conversion to solar.

You know better than anyone what needs to happen and what it will cost. No matter how many budgets you have helped your customers with, treat each new one like the first. You are the professional and they are relying on you to help them make the best decisions for their particular home.

Discuss costs like building permits, labor, materials, actual conversion costs, and anything else that is pertinent to your potential customer.

Minimize surprises. Preparation, detailed timelines and budgets, and open communication are the best protection against a frustrated, angry customer.

Disruption to a Customer’s Home Life

Clients want to know how long a process the conversion will be. And they want to know before you begin the installation.

Expect and be able to answer questions like:

  • Will the use of my home be curtailed?
  • Will the process create endless dirt?
  • How much of the installation involves people being inside my home?
  • Will my neighbors be disturbed? What should I tell them?

Well-run residential projects keep regular hours of work, agreed upon ahead of time. Also, clean up the site to the extent possible at the end of each day, and provide clients with clear timelines and stick to them to the extent possible.

If something changes, communicate the change quickly and clearly to your client.

Keeping lines of communication open is the best way to keep your customer happy. They will appreciate knowing what is happening at every stage rather than being kept in the dark.

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