SunFarm Energy

by Emily Blackburn

CEO: Doug Herrick

Pensacola, FL
GQ All-time Recommend Rate: 100
GQ 2019 Recommend Rate: 100
Number of Jobs in 2019: 120
Type of Firm: Design/Build|Other: Solar Installer
CEO: Doug Herrick

The COVID-19 pandemic changed homeowner interactions. What measures do you use to signal an extra level of care when working in or around a client’s home?

In addition to the methods above, we have given customers a variety of options to reduce face-to-face contact in confined spaces during this time. We offer to meet customers outside their homes, and also complete site inspections without the owner needing to be present. Customers are also encouraged to provide their own photos of necessary items like indoor breaker boxes and attic space. Overall we have utilized our digital resources to ensure productive interactions with our clients, and maintain our reputation as the trusted local expert.

Seamless communication technology is now both necessary and expected. How have you used new technology platforms to promote better customer communication and satisfaction?

Our Energy Consultants continue to utilize all available resources to make meaningful connections with our customers. This includes utilizing Zoom, Google Meet, and 8×8 video chat software.

In addition to adding virtual meeting options, we continue to maintain our reputation for excellent communication by utilizing email, text, and phone. Communication is a key part of our business, and we strive to keep our clients informed throughout the installation and interconnection process. Although the pandemic created some challenges, we were able to persevere because of our strong foundation in transparent, timely communication.

What was your message to clients with projects in progress in order to keep them happy and satisfied during the uncertainty of the stay-at-home period?

During the week that stay-at-home orders were handed down our overall message to our customers, and greater business community was that we take their health and well being seriously. We indicated that we had altered some of our processes to ensure the safety of our employees, and that our business would remain open and operational. Throughout this communication, we touched upon our values as a local, family-owned company, and worked to craft a message of resilience and hope for our community. For our current customers, we indicated that regardless of delays due to governmental or utility closures, we would continue to keep them apprised of every step of the process, and ensure that their projects were completed to their satisfaction.


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