As heat pump installations increase, there is the potential for an increase in consumer complaints. Having looked at a number of complaints it is clear that there is a number of them resulting due to managing customer expectations rather than technical or installation deficiencies. How do we manage customer expectations, to ensure the customer understands what they are investing in for their property and then manage their expectation and reduce the opportunity for complaints?

In this session, the APHC will take a look at:

Explaining the importance of spending time with the customer so that they understand they have ‘different’ heating system to what they are used to

The importance of the survey and allowing the customer to input at this stage

What to do if you cannot meet the customers’ expectations

Firming everything up in writing and explaining the contract to the customer

Handing everything over to the customer and the importance of a good handover.

What to do if something goes wrong and managing a complaint

Join us in this session for a look at previous experiences and how the customer and the installer can work together to make a successful installation.

How to manage customer expectations and minimise complaints for heat pump installs