Step 1: Establish a customer-centric company culture
I’ve found that taking the time to really get to know a customer and understand why they are going solar is the foundation of a strong relationship and memorable 5-star experience.
- Marlaina Hunter, Customer Experience Manager at SunCommon
Work to develop a culture within your organization that values and respects your customers during both the pre-sale and post-sale stages of their journey. Solar homeowners expect regular project updates, and once the project is commissioned, digestible performance summaries to validate their energy production versus their sales proposal. If there is a handoff from sales to operations, ensure that your operations staff is empowered to represent your company well. If you feel like you need to “shine a light” on how your customers at large perceive their experience with your organization, integrate and track Net Promoter Scores into your post sales process.