What should homeowners look for to choose the right firm to install services?

What are the top things homeowners should look for to choose the right firm to install services at their property?  HeatElectric understands there’s more to getting it right, and getting it right equals happy customers – so it’s very important.

Agreeing a time for an appointment, sharing with the potential customer what to expect at that meeting – and then doing exactly as agreed is one of the biggest contributors to happy customers.

P: Being punctual means disruption is kept to a minimum.  That’s turning up on time at an appointment for a survey right through to an unforeseen situation where the job takes longer than anticipated and stated – early communication with, and information for, customers is key.

It’s important to remember the amount of effort and time customers put in to researching and finding the right companies to welcome into their home in expectation of a professional service.  Recommendations go a long way and, of course, recommendations accumulate with every satisfied customer.

T: Reassurances that work will be undertaken neatly with all packaging and mess cleared – and proof of that as ‘a way of working’ – is another big win with consumers.  Explaining that waste is taken a way and recycled responsibly is another important element. The happiness derived from a new smart and beautiful system immediately after installation is experienced with the eyes first.  Offering a ‘perfect’ first view is priceless, and tidy working is often mentioned in positive reviews.  We would include smart appearance (colleagues and vans) in with tidiness – every little helps!

L: Listening.  Taking the time to listen to what customers want, while ensuring they get what they need.

PPP: Then it’s the 3 P’s.  Politeness, patience and product understanding.  When people buy something that is perhaps new to them, reassurance is important.  In order for them to be reassured, they have to trust that the person doing the job has thorough understanding and experience.  Not having the answer to a potential customer’s question is a big fail.  The companies that do best train their people well, make that a continuous process and update meticulously when product advances or system changes come online.

Q: Preparing quotes that are self-explanatory and within the timescale they are promised is important.  And being on hand to talk through those quotes and handle questions – and back it with a schedule of works.  Being aware of the challenges around the use of the building while working there, and explaining how that would be handled responsible is invaluable.

H: Then it’s honesty.  Sell what is right for the customer and the specification and requirements of the installation site every time.  A happy customer is valuable and happy customers make for job satisfaction as well as company ambassadors.

B: Being the best in the business only happens to businesses that look after their customers.  HeatElectric knows only this way of working.  It’s a two-way win – and it makes us happy too.