For many consumers, the relationship with a solar and battery retailer ends soon after installation. For RESINC customers, the relationship is only just beginning.
Operating across New South Wales, Victoria, Canberra and Queensland, RESINC’s mission has quality and the customer at its core.
CEO Leigh Storr says his business model focuses on service well beyond the sale and installation of a system.
“We combine industry-leading expertise with a commitment to exceptional customer service,” Leigh says.
Whether it’s a residential system or a large-scale commercial project, our focus is always on helping reduce energy costs while contributing to a greener future.
“We look at how we can add as much value to our customers to get the best outcome, which is what they’re looking for.”
Price versus quality
Leigh’s business is not a low-cost sales provider. Charging a premium for quality, he prefers to instead focus on long-term value.
“We always say, ‘Correct me if I’m wrong, but you’re looking to save as much money as possible for as long as possible?’,” he explains. “You can save a few thousand dollars upfront but miss tens-of-thousands of dollars in savings over the 25-year life span.
“For about 20 to 25 per cent of our installs, we’re removing a failed, orphaned or underperforming system that hasn’t survived or hasn’t been maintained. There’s been no aftermarket service and support. Some customers bought cheap. The system has failed or is significantly underperforming. So, it’s a full rectification or replacement system.”
Ongoing relationship
Boasting high customer ratings and awards for quality and charitable work, the RESINC team becomes a fixture in their customers’ lives.
While much of the industry is focused on sales and installation, the RESINC team builds a long-term relationship.
“Our relationship with the customer really just gets started after installation. Having that customer-first focus, community-first focus, we’re known for high level of service and support after installation.
That begins with checking in with a customer within 24 hours of installation, along with a training session on the new installation. A month into a system’s operation, they then run through performance data with the customer.
“Every year, we drop around for a cup of tea or coffee, run through their recent electricity bills, have a look at their monitoring, and see where we can assist even further to add more value.
“We may make a recommendation to change to a different energy retailer that has a better feed in tariff or lower rates, and constantly ask, ‘How can we make that customer’s experience and their overall savings increase over the life of their system?’.”
This article is the third in a 3-part series with RESINC CEO Leigh Storr.
Previous content:
- Managing a distributed installation and design team while maintaining accreditations, quality and compliance
- Preparing for Cheaper Home Batteries Program (CHBP) incentive changes on 1 May
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