Installer/Customer Relations
After last week’s e-mail string, I feel compelled to jot down a few notes on installer/customer relations.
1. Keep in contact – These projects tend to be 3-4 months long, unless there are unusual permit/utility authorization situations. I feel that the installer should contact the customer at least once a month to give status updates. These installers have 50% of our money – they should feel obligated to update us, even if all that they say is “things are still on track.”
2. Schedule Changes – if the estimated schedule changes, the customer should be notified immediately, or at least once a week if the schedule is in flux. In my case, it sounds like the installer’s sub-contracted engineer took longer than expected to complete their work – I shouldn’t have had to ask.
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4. On-site schedule – The customer should be updated with the on-site installation dates at least 2 weeks prior. Customers have lives that need re-arranging and have to have notice to do that.
I’d like to get to the end of this project and be able to give a glowing review of Jersey Solar, LLC. I hope that I can do that at the end. So far, the customer communication has been a little on the light side – hopefully that improves.
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