Project cancellations can happen for multiple reasons, many of which are out of the Pro’s hands. Cancellations are inefficient and costly, and are a friction point in our industry. While cancellations can’t be avoided altogether, there are a few solutions that can keep them to a minimum. Let’s dig in.
Top reasons for cancellations
One reason homeowners cancel mid-project is buyer’s remorse. There are factors, like the ones listed below, that can heighten negative feelings for homeowners, and lead to a higher probability of cancelling their project.
Challenge one: Not understanding the project specifics. If the project seems too complex or isn’t explained in depth, homeowners can feel uncertain as their project progresses.
Challenge two: Unforeseen project needs. If the scope of work needed is more than originally thought, such as MPUs (main panel upgrades) or extensive roof work, homeowners can get cold feet or worry about the cost of their investment.
Challenge three: Permitting delays. Permits can take up to months, and homeowners can become impatient or discouraged during the wait. The same goes for scheduling hang-ups or supply issues.
Challenge four: High-pressure sales situations. With too much push, homeowners can feel unprepared but pressured to sign a deal. Project information can get lost in the shuffle and can lead to more problems down the road.
A few solutions…
Solution one: Simplified explanations. Preventing unnecessary cancellations starts at the very beginning of a sale. Customers need to understand the commitment they are making, the timeline of their project and the benefits that solar can offer them. Sales reps need to be informed and fully explain the product to customers. It’s vital to be open, honest and available to answer any questions that come up.
Solution two: Offer financing. If projects need to include more extensive upgrades, making manageable monthly payments available through a financing lender can help customers make these upgrades, without breaking their budget. Ultimately, every homeowner must decide how much they want to invest — but the right loan can make their dream projects possible.
Solution three: Communication. Delays are inevitable, but communication throughout the installation process can make a huge difference. Calling homeowners with updates, explaining hang-ups and having a dedicated customer service team on hand can make sure homeowners don't feel isolated or overwhelmed during the wait.
Solution four: Patience. Slow down kitchen table talks. Homeowner satisfaction should always come before the sale. Training Reps to practice these situations and put the customer first, can help them take a breath and create a positive experience regardless of the outcome of the sale.
With a few positive steps, you can raise realization rates and boost customer confidence. Every homeowner deserves the opportunity to make the right decision for them, but your team can highlight the benefits of solar and make the process smooth — so that your customers have little reason to change their minds about upgrades.
Financing applied for and processed through the Mosaic platform is originated by Solar Mosaic LLC or one of its lending/financing partners. Solar Mosaic LLC originated loans to California borrowers: Loans will be arranged or made pursuant to California Financing Law License 60DBO-180554. Equal Housing Lender.