Who is doing all the installs?

[series530]

I guess it's just me, but that's the engineer in me I suppose: I might go out and spend fify quid on something and then regret the choice of product but I am not going to go out and spend ten thousand or more on a product and not research it thoroughly first. Salesmen will try to seduce me but they will only get so far. If I don't have the information to make an informed decision I will research until I feel I have enough information and then write the cheque... and not before.

It isn't just about price., It's a matter of quality, customer service, attention to detail, long term insurance and return on investment. I'll give an example: we just changed all of the windows and doors on our house. 14 windows and 2 doors. The big companies came around and offered those special discounts that make me rather annoyed. The minute they went I researched peoples perceptions of them ... product OK but hopeless customer after sales service. Then I tried the local companies .... most were a little cheaper and all were offering a far better product. They were falling over backwards to win the business but not trying cheap discounting tricks. A neighbour was quoted £5K (for a smaller installation). We had seen the quality of what was being offered... fine for the price but not as well made, poorer energy rating, etc. After several local companies came around we settled on one we liked. They checked out well of check-a-trade and they got our business. They were offering quality A rated frames, decent locks and argon filled A rated triple glazed panels. They were not the cheapest but they came across well and they had a local reputation to defend. We haggled a bit... just a bit. There has to be some negotiation room for both parties without loosing face. Every one came away happy. During the install there were a few issues but nothing was too much trouble. A few extras were done for us and we weren't slapped with an invoice. They got a good write up on check-a-trade from us and everybody went away happy. We got new windows and we invested our money in the local economy. Positive result for all.

Now, I will be first to admit that many people buy just on price. You only have to go to the high street and see all of the Poundland a 99P shops and the throw away clothing retailers. It isn't that this all people can afford. In many cases people want something new, they want it now and they want to think that they got a bargain or did somebody over. All very sad really.

I hope that there are a few other customers left who are willing to pay a fair price, who are happy to come away with decent value, who are willing to extend the technology envelope slightly and who want to help the local or national economy. Price isn't everything for all of us.

 

[langstroth2]

Now, I will be first to admit that many people buy just on price. You only have to go to the high street and see all of the Poundland a 99P shops and the throw away clothing retailers.

I agree with much of what you said, but I think we have to differentiate between commodity items and expensive one-off purchases. If someone is buying a "thing" they've bought many times before, that they feel they understand, that doesn't require after-sales support, then many will go for the lowest price they can find - which is where the likes of the 99p stores win in many cases - sticky tape, cleaning products, plugs, clothes etc etc etc.

If they are buying a "product" never bought before, that might need after-sales care, that can't easily be replaced; that they are expecting to be "stuck with" for many years then I'd hope most will attempt to do some research. The problem i think is:

• how they conduct that research - ask 4 salesmen vs. internet research vs ask their friends vs rely on branded consumer sites (e.g. Which);
• what criteria they apply - go for a brand they've heard of (advertising influence?) vs cheapest price vs total cost of ownership;

The problem as you say with solar is that:

• more likely than not they won't have friends who have solar they can ask
• internet research can be very very confusing - lots of installer or PV panel sites; but little "user review" type feedback the likes of which you might find on say Amazon
• which leaves trusting the person selling the PV. Persnally I agree, this is where local / smaller companies can win hands down if they come over as selling a product they are passionate about; and clearly have direct experience of.

That leaves the criteria being applied to a decision: branding (panels / inverter types?) vs price (FIT rate / EPC issues?) vs tco issue (quality of install/ installer reputation?). I guess the problem is second-guessing which of these the potential customer is most influenced by.

Oops sorry went on a bit there!