Let's review some best practices to make sure we're well prepared to set a good impression on site:

The Morning of the Survey:

• Ensure you are wearing appropriate attire:

• Plain khakis (or similar) with no rips, stains, etc

• Work boots (or similar closed-toe, comfortable, durable rubber sole shoes). Absolutely NO loafers, sandals, etc.

• Plain collared shirt or client-specific T-shirt

• Site Technician badge  (optional depending on locality)

• Review the most up-to-date* version of the calendar event (do this again before you start the survey)
  
  

Before leaving for the Site

• Give the homeowner a courtesy call, ideally 30 minutes prior to arrival or when it is safe to do so.

• Use nearby restroom facilities if necessary
  
  

When you arrive on-site:

• Review the most up-to-date* version of the calendar event (again!)

• Ensure you know which client that has requested the site survey

• Check for the homeowner's name, and use this name to refer to the homeowner throughout

*Note: The online Google calendar is LIVE and can be changed/updated at any time by Exactus staff or the clients. Not only could this affect the time/date of the survey, it could also provide additional details like tenants at the home, etc. It is best to show up well-informed to build trust with the homeowner. 

Courtesy SMS

Hi [HO name],

I am writing to confirm your scheduled solar site visit appointment with [client name]. I will be arriving shortly [or insert specific ETA here]. Please kindly confirm.

Thank you,

[Technician name]

Courtesy Call

Hi [HO name], 

This is [name] calling on behalf of [client name] to inform you that I am on my way for your scheduled survey at [address here] at [time of survey here]. I would like to be sure that I have the correct address and that you will be home at my arrival.

Thanks so much for your time, see you soon.

Bye now.

Voicemail

Hi [HO name], 

This is [name] calling on behalf of [client name] to inform you that I am on my way for your scheduled survey at [address here] at [time of survey here].If you could give me a call back to verify that you are at home, that would be great. 

Thank you, and see you soon. Good-bye.

Note. please be cordial. if you have the wrong phone number, the HO reports a wrong address or time, or the HO cancels the survey, you must contact the Support Line and report it immediately.

Troubleshooting

Wrong Phone Number: “So sorry about that, have a great day.” → Call the support line immediately so that we can troubleshoot with the client and/or find you the right contact.

Frustrated/Difficult Homeowner:  “My apologies, let me call support, and I will get back to you.” → Report the situation to the support line for us to help mitigate it.

Homeowner will not be available:  “Thank you for notifying me, I will report this and someone will reach out to you to reschedule the survey, have a great day.” → Report to the support line, and we will connect the right parties to get the survey rescheduled.

Reporting Tardiness due to Traffic: “My deepest apologies, but I am running late for your scheduled survey due to heavy traffic. I will be there as soon as possible.” → Always report tardiness as early as you can to the support line so we can help to mitigate any possible concerns.

 You Need to Cancel the Survey Due to Accident or Illness: “Hi [HO Name], this is [name] calling on behalf of [client name] to inform you that I am unable to attend your scheduled survey at [address here] at [time of survey here] due to [reason]. I am very sorry, but this survey will have to be rescheduled, and someone will reach out to you shortly to do so. Again, I apologize. Good-bye.” → Report immediately to the support line so we can spur the rescheduling process as soon as possible.  

If you put yourself in the shoes of the homeowner, you can imagine how knowing what to expect would make you feel more comfortable allowing a stranger in your home.  When you first greet the homeowner, if you can briefly explain what you plan to do on-site, it can help make the homeowner feel more comfortable and reduce the number of questions you get while you're completing the inspection.

Greeting the Homeowner

When you are first greeted at the door, you can follow this general guideline for the conversation: 

• Introduce yourself and the Client you represent.

• Confirm that you are speaking with the homeowner. 

• Briefly explain what areas you will need to access and why

• Provide contact information for questions about the project (if available)

Important Note:  If the homeowner is not answering, do not attempt to enter the house.  Call Exactus to let us know and we will provide the next steps. 

When interacting with homeowners, making a good impression can make the entire survey visit go more smoothly.  You can communicate that you are a trustworthy professional by following these guidelines:

• Use good manners

• Maintain a positive attitude

Respect their home: 

• Avoid using the homeowner's restroom (except in rare emergencies)

• Do not approach animals or children

• Do not touch or move any belongings on the property without permission

• Leave no trace (clean up any leftover debris caused by your work)
  
  

In the next section, we will discuss what you can do when the homeowner has tricky questions or the situation escalates. In these cases, it's very important that we continue to follow the principles above, even though it can be difficult. 

You may find homeowners who have a lot of questions when you arrive.  We want to try to answer most of their questions in person rather than deferring to the sales rep or the client.  However, as the site technician, your job is to collect data for the engineers, not to make engineering decisions, advise on red flags, or track the project timeline.  As a result, sometimes you will have to provide contact information to the homeowner so they can get in touch with the right person to answer their questions. 

Below are some quick examples of questions that homeowners will ask and what you can say back. You can find more detailed scenarios/questions in the PDF below. 

What is an incident?

Incidents are when something unusual happens on-site, often regarding safety or property.  When incidents happen, it is important to submit an incident report to avoid any legal issues and help prevent similar issues in the future.  Types of incidents include (but are not limited to) the following:

• somebody gets injured while you're on-site

• property becomes damaged as a result of the visit

• there's an unusually unsafe environment (illegal activities or possessions)

• a heated disagreement between and someone on-site

• a near miss (nobody was injured but something happened that could caused a serious injury)

If you witness an incident on-site, fill out an incident report as soon as it is safe to do so. Please try to fill it out when the information is still fresh in your mind. 

How to complete an incident report?

1. Fill out an on-site incident report in as much as detail as possible. 

2. Submit an incident report to the ss-team@exactusenergy.com

3. Within 48 hours, you will receive a formal incident report to sign and return to the email address.

When beginning a site survey, it is good to remember that these homeowners have often just signed a contract with the sales rep a few days prior to your arrival. So naturally, they will have feelings of hesitation, “cold feet”, or just curious about the process. While this aspect is out of our control, the attitude and impression we present are within our control. Let's review the main takeaways from this course:

Be Proactive:

• Arrive on time and informed 

• Wear appropriate attire

• Set expectations when greeting

• Use good manners & a positive attitude

• Say goodbye to the homeowner and let them know when you are finished and leaving

Respond Professionally:

• Answer as many questions as possible, and defer to client contact information if necessary

• Do not provide advice on anything construction or engineering-related 

• Listen > Acknowledge & Reflect > Offer Solution

• Excuse yourself if you feel the situation has escalated to an argument, or if you feel unsafe