During the Comprehensive Home Energy Assessment
Remember you’re trying to do two things at the time of the audit: discover what issues the customer has with their home and provide them with your solutions.
Before you head to the customer’s home, it is recommended:
- Claim the Reservation Number (See Portal User Guide for guidance).
- Check out the house before you go (Google Street View, Bing Maps Birds Eye View, Zillow, Trulia).
- Calibrate equipment, be sure you have everything in the vehicle and that it is in working order.
- Arrive 5-10 minutes early, call ahead if you will be late.
- Review the customer intake form before you go inside.
- Be attentive. Listen to what the customer says. Eliminate distractions as much as possible.
- Establish an audit routine so that your visits are efficient and all of the necessary data is collected.
When you arrive at the customer’s home:
- Introduce yourself. Have proper identification (i.e. employee badge) ready to present to the customer.
- Establish a rapport with the customer.
- Ask open-ended questions and actively listen to their concerns.
- Determine the personality type of the customer (e.g. Driver, Analytical, Expressive, and/or Amiable) so that your interactions are complimentary and positive.
- Read their body language to understand their emotional state.
Different personality types and how to communicate with them:
- Driver: Be specific. Avoid opinions. Succinct.
- Analytical: Provide detail. Avoid being assertive.
- Expressive: Include stories/examples. Deliver details quickly.
- Amiable: Share opinion. Personally assure.
Tips during the comprehensive home assessment:
- Involve the customer in the audit. This will allow the homeowner to see and feel what’s discovered – especially the blower door or infrared (IR) camera.
- If they aren’t interested in participating, highlight problem areas before you leave.
- Be efficient; you’re a guest in their home so don’t overstay your welcome.
- A data collection form should be used to capture all of the audit information required by the Program.
- Digital photos are a great supplement to quantitative data and allow you to easily share additional information with install crews or when technical assistance is needed.
Before you leave the customer’s house be sure to:
- Have a good understanding of what your workscope proposals will include.
- Tell the customer about any health and safety issues that were discovered.
- Collect any outstanding documentation needed (e.g. utility bills).
- Explain what the “next steps” in the process will be.
- Provide a timeframe in which the customer can expect their Comprehensive Home Assessment (CHA report) and who will be discussing it with them. The goal should be within 1 week, while 14 calendar days is the maximum per Program requirements (CRM Section 2.3, Section 8.04 2016-2017 Contractor Participation Agreement).