Not long ago at an event organised for the EV charger industry…
I overheard a conversation between two EV charge point installers from different companies.
Installer one said. “We can make lots of commissions by selling extras once we get to the customers site”.
“The company agrees a standard price, but at site if they need extra cabling, load management, a new consumer unit or groundworks etc, it’s our job to get the customer to pay extra.”
The second installer asked. “What happens if the customer refuses”?
“We don’t do the install and walk off site.
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” Said the first installer and continued. “Although, walking off site doesn’t happen very often, as the mere threat usually gets the customer to pay the extra charges.”
Turning to the second installer, he asks. “I bet you do the same”?
“No” replied the second installer, before continuing. “We try and get all the information up front, so we can be honest with the customer on the overall price”.
“It’s very rare for me to turn up at site and everything required is not already covered in the price”.
“The only differences being the customer has made a mistake with the information they’ve provided, or we’d told the customer load management might be required, but we can’t be sure until we do physical checks at their location.”
“Commission doesn’t come into it for us. We believe customers want certainty on how much it’s going to cost with no surprises, it’s about being as honest and transparent as we can”.
“My job is to build trust with the customer and complete a fantastic, trouble free installation, which will lead to the customer giving us a 5-star Trustpilot review and in turn, earn me an excellence bonus.”
Based on the information shared between these two EV charger installers
…which company would you trust?