Common Situations and How to Handle Them

Situation: Inspection fails.

Solution: Your Team Manager will email the Post Install Team, DOS and Installer Inspection Manager to inquire why it failed and get the conversation rolling on how to prevent this from happening in the future. This does not mean the deal is dead, we will be able to address whatever resulted in the inspection failing and get a re-inspection scheduled - however the homeowner’s activation date gets postponed which can leave them irritated with our service. You will need to call the homeowner to keep them in the loop with what is happening and what we have done with the Install Partner so that they can address the concerns of the inspector and get the re-inspection scheduled for the soonest date possible. 

Situation: Install gets rescheduled by Install Partner

Solution: This typically happens due to bad weather, but can occur due to other circumstances. If it is because of bad weather, you need to reschedule with the homeowner to the next available date with weather conditions suitable for an install. You should be looking at the weather conditions every day for the next few days and Cross-referencing the Install Calendar for any scheduled installs that fall on days with bad weather. When you find these, notify the homeowner in advance that the install will potentially be rescheduled due to the weather forecast but still plan on the installer arriving on the scheduled date to confirm in-person   

Situation: HOA approval is needed for installation.

Solution: Contact our Permit department for an update on where the HOA approval is at. Follow up with HOA board to develop a strong relationship.

Situation: You are unaware of the status of Financing Approval.

Solution: Look up the customer record in the software to view the status.

Situation: Client requested a new design or proposal post-FC

Solution: Submit the request by filling out the Post-FC Change Order Form or Post-FC Redesign Form via the software. Your Manager will talk with you about why they are requesting the redesign or new proposal. This costs a lot of time and money so we want to ensure this is happening as little as possible.