Category: Interviews

How To Rock Your Solar Customer’s World

Industry IssuesInterviews


Customer experience is crucial to a solar company’s success and continued growth. Meeting (or exceeding) their expectations is top priority for many solar contractors.

I interviewed Erin, a woman who got her solar panels through SolarCity about 3 years ago, to get her feedback on her installation experience. Erin is a NY suburbanite in her mid 30s who is very Internet and social media savvy (she is a successful blogger at Emma Westchester blog). She is signed up as a “Solar Ambassador” which means she gets cash back for her referrals.

Erin walked me through her experience getting the installation and told me that, overall, the whole process was seamless and professional. Below are some particular insights I found interesting.

The Phone Interviews

The rep’s ability to be patient, clear and detailed throughout the initial interview(s) was key for putting her at ease and helping her make the commitment. It was very important the he could anticipate all her questions and have answers, documents to send and links she could view right away (both on the call and afterwards). Erin’s questions for the rep ranged from technical and financial to questions like “why don’t people use this more?” and “who is using it in my area?”

The Paperwork

The paperwork, which she had been dreading, was “a breeze” because it arrived in a packet with where and how to sign clearly laid out for her and a self-addressed/pre-paid envelope she could use to just drop it back in the mail.

During The Installation

Keep reading

Get my monthly reports on the solar industry & content marketing!

For the past three years, I’ve enjoyed receiving Sara’s emails that cover many subjects related to our mission of providing practical, affordable and reliable solar solutions for a variety of clients and applications. – Brandon Leavitt, Solar Service Inc., monthly subscriber