In the world of generator sales and service, the focus typically falls on three main areas: the installation, maintenance, and service. You have a skilled sales team driving in the installs, expert technicians completing the work, and clients signing up for maintenance plans and warranties. Job done, right?

Not quite.

At The Business Growing Place, we’ve worked extensively with Generac dealers and know firsthand that one crucial step is often missed: the Post-Install Call. This simple yet impactful step can enhance customer satisfaction, build loyalty, and improve your bottom line. Let’s dive into what it is and why it matters.

Why Most Businesses Miss the Mark

Did you know that 96% of unhappy customers never complain to a company? Instead, they silently walk away—and often share their bad experience with others. This silent churn not only impacts your reputation but also jeopardizes post-installation revenue streams and long-term client retention.

So, how do you avoid losing customers without even knowing why? Enter the Post-Install Call.

What Is a Post-Install Call?

A Post-Install Call is a simple follow-up call made within a week of completing an install, service, or maintenance. The purpose is to check in with your client, address any concerns, and ensure they’re satisfied with your work.

This small step can make a massive difference in your business. Here’s how:

The Benefits of a Post-Install Call

1. Builds Connection and Loyalty

Following up with your client shows them you genuinely care about their experience. This strengthens trust and solidifies loyalty, making it more likely they’ll return for future services. It’s an opportunity to remind them why they chose you in the first place and to foster a relationship that extends beyond a single transaction.

2. Provides Valuable Feedback

Asking, “How was your service?” may seem simple, but it opens the door to invaluable insights. Whether the feedback is glowing or highlights areas for improvement, it gives you the chance to address issues quickly and refine your processes. Positive feedback reassures you that you’re on the right track, while constructive criticism helps you improve and maintain high-quality service.

3. Opens the Door for Reviews

Happy customers are your best advocates. During the call, if the feedback is positive, seize the opportunity to ask for a review. Follow up with an email containing easy-to-use links to your preferred review platforms, and remind them how much their feedback helps your business grow. Reviews are the lifeblood of reputation management in the service industry—don’t miss this chance to gather them!

4. Proactively Schedule Future Appointments

Your Post-Install Call is the perfect time to schedule follow-up services, such as six-month check-ups or annual maintenance. This proactive approach keeps your clients happy, ensures their equipment stays in peak condition, and helps you manage your scheduling efficiently.

5. Reminds Clients of Other Services

During the call, take a moment to remind your client about the other services you offer. Many customers focus solely on their immediate generator needs and forget that you provide a wide range of additional services. For example, if you’re also an electrical contractor, let them know you’re available for other electrical work. This subtle reminder can drive additional revenue while delivering more value to your customers.

Why Post-Install Calls Matter

At The Business Growing Place, we’ve seen how implementing Post-Install Calls can transform a business. It’s not just about ensuring customer satisfaction; it’s about creating opportunities to improve, grow, and build stronger client relationships.

By incorporating this simple step into your workflow, you can:

• Increase customer satisfaction and loyalty.
• Reduce client churn.
• Improve scheduling efficiency.
• Boost revenue through upselling and cross-selling.

Let’s Talk Strategy

Are you ready to level up your customer service and integrate Post-Install Calls into your business processes? Join us in the Powering Profits Facebook Group every Thursday at 1:00 PM CT. We’ll discuss actionable strategies like this one, answer your questions, and share insights tailored to Generac dealers.

Join the Powering Profits Facebook Group here

At The Business Growing Place, we specialize in helping Generac dealers streamline operations and maximize customer satisfaction. Let’s work together to ensure every install is just the beginning of a long-term relationship with your clients.

Don’t just complete the job—build a legacy of trust and success, one Post-Install Call at a time.

Let's keep growing together!