Our recent blog post dove into how a referral program can boost your business. Referrals are a low-cost method to build customer relationships and market your services. However, referrals are only one piece of the puzzle. That’s to say if your sales process is not optimized, positive recommendations will be hard to come by, even with the most robust referral program.
John Bumgarner, Mosaic’s Chief Revenue Officer weighs in, “You need to add value to every interaction before asking customers to recommend your business. A strong referral program must be a holistic one. Its success is connected to the overall efficiency of your sales process. Two key factors for a top-notch sales process? A service model that makes solar simple for homeowners and a dedicated customer service team if problems arise.”
Put your customer at the center
- Like John noted, for customers to recommend your business, they need to be happy with your services. This seems straightforward, but the process behind it can be more complicated, especially with hectic business schedules. Putting your customer at the center of every business decision sets you on the right track.
- Of course, problems can arise in any solar installation, whether it be supply delays or permitting issues. Communicating is the main solution to these unexpected hang ups. Timely follow-ups and check in’s with customers can make sure their experience is smooth, even when the process gets bumpy.
- Set time aside to brainstorm what going above and beyond for customers means to your team and then create a plan to put it into action.
Develop a structured sales pitch
- Every customer has a different set of energy needs and financial situation. Installers can start off customer relationships strong by offering customized solutions for homeowners, while closing more deals in the process.
- Craft a clear and compelling sales pitch that highlights the unique value your solar solutions provide. Focus on key benefits like energy savings, environmental impact and examples of how homeowners can benefit from clean energy. Tailor your pitch to address the specific needs and concerns of each potential customer.
- Make sure that sales pitches include valuable information about tax incentives like the Inflation Reduction Act, including a reminder to consult a tax professional.
- Don’t be afraid to use creative methods such as videos or blog content to make the technology simple for customers to understand. Providing these resources builds trust and positions you as a reputable expert in the field.
Prioritize professionalism and training opportunities
- The solar industry is an evolving market. It’s essential for your sales team to stay updated on the changes, upgraded technologies and best ways to pass along knowledge to customers.
- Regular training sessions will empower your team to become experts in the field and close more deals with confidence.
- Many solar professionals fall into the trap of treating customers like a transactional relationship. You provide a service, and then you move on to the next. However, those who can create life-long relationships with customers can reap the benefits of life-long referrals.
- Solar panels bring decades of value to homeowners, and many will remember if their initial experience was positive or negative. Acting with confidence and putting the customer first can help foster stronger relationships and increase the likelihood of referrals.
Optimize the referral process
- When you are ready for a referral process, make sure the referral process is clear and easy to follow, so it fits into busy customer schedules. No matter how great your service was, customers won’t want to refer you if it’s a hassle.
- Don’t be shy about asking happy customers for referrals. Sometimes, customers need a little nudge to think of someone who could benefit from your services. Track where referrals are coming from, how they’re converting and adjust your strategies based on what’s working best.
- Utilize incentives to encourage past customers to spend a bit of time recommending you and make sure to market any strong testimonials you receive.
Financing applied for and processed through the Mosaic platform is originated by Solar Mosaic LLC or one of its lending/financing partners. Equal Housing Lender