Most installers think the job ends when the inverter switches on. For your rating, and for your next customer, that is where it starts. The National Call Centre calls customers 2 to 6 months after installation to ask how the after-sales service has been. Complaints on the portal are scored on how quickly you fix them. And a happy customer is the cheapest source of new enquiries you will ever have.
Call before the government does
Put three calls on the calendar for every installation:
- One week after. Is it working? Is the generation what they expected? Any questions about the display?
- One month after. Has the bill changed? Has the net meter been installed and read correctly?
- Three months after. Any dust or shade problems? Is the subsidy credited? This is also the right moment to ask for a review.
When the government's caller rings a few weeks later, the customer remembers that you checked on them.
A complaint register
Every complaint, however small, goes into one register:
- The date it was raised, and how (phone, WhatsApp, portal)
- What the problem is
- Who is fixing it, and by when
- The date it was fixed, and whether the customer agrees it is fixed
Then choose a promise, such as "every complaint is fixed within 3 days", and hold the team to it. The number you choose matters less than keeping it.
Turn happy customers into new ones
- Ask for a Google review at the three-month call, when the saving is real to them. Send the link on WhatsApp while you are still talking.
- Offer a referral reward for every new customer they send who books. Keep it simple and pay it quickly.
- Offer a yearly service visit. Cleaning, a connection check and a generation check. It keeps you in touch and brings in steady income.