After the Comprehensive Home Energy Assessment
Create an energy model for the home. Several improvement packages should be created for the customer but at least one should contain all the energy saving measures that could be done in the home. This must be provided to the customer as it is a program requirement (CRM Section 2.3, Section 8.04 2016-2017 Contractor Participation Agreement). Other improvement packages should be created based on “good, better, and best” options that balance the customer’s concerns, needs, and abilities.
Presentation of Findings:
The follow-up consultation with the customer could be in-person, over the phone, or even sharing a screen for an interactive presentation. There are sales trainings available that are specific to the home performance industry. To request a viewing of CLEAResult’s “Proactive Service: A Customer Service Training for Energy Efficiency Contractors,” please contact your Account Manager.
The presentation should review the findings, remind the customer of what they saw and felt during the audit, review the solutions, and present the price with incentives and financing options. When completed, ask the homeowner for their business but be prepared for objections.
To handle an objection, it is helpful to listen to what the customer says and restate it so that they know you understand the issue. You should confirm that they are free to object, but try to probe for the root cause of the problem. By responding thoughtfully and attempting to allay any concerns, it may be appropriate to ask again for their business. Believe in the solutions and the company’s ability to deliver them.
Preparing a Contract:
Your contract must conform to New York State contract law and meet HPwES Program requirements (see CRM Section 13.2 for more information). A vague, ambiguous contract is unprofessional and opens up the possibility of someone else (e.g. lawyers, judges) interpreting the intent of the contract. Be specific about what is included on the contract by including square footage, R-values, insulation types, insulation thicknesses, brand names and model numbers, subcontractor names, and any disclaimers*. These details protect both the contractor and customer.
* Non-Program improvements can be included on the contract but need to be easily identifiable to the Program for exclusion from the review process.
Claiming the Audit Incentive:
After the customer has received the audit report, the $250-400 HPwES Program audit incentive can be claimed. The Program requirements state that this must be completed within 14 calendar days of the audit. Please follow the instructions in the NY Home Performance Portal User Guide to complete this step.