Transparency and integrity are crucial values in every industry, but they hold particular significance in the solar industry. Randy French, CEO of Independent Solar, emphasizes the importance of these values, citing the negative reputation that some solar companies have created. He acknowledges that there are many potential customers who are hesitant to go solar due to the misrepresentation they have heard.
## The Disjointed Business Model and Lack of Expertise
Randy has witnessed the evolution of the solar industry over his 20-year career. He highlights a major issue that has hindered the success of solar companies in certain markets: customer mistrust. According to Randy, this mistrust stems from the disjointed and sometimes dishonest business model employed by many solar companies. Installers often lack the necessary sales skills, so they hire third-party sales teams who may not have a deep understanding of solar technology.
Randy notes that these salespeople often prioritize making a sale over educating homeowners about the solar process. The knowledge gap between the sales team and the installers further exacerbates this issue.
## Deliberate Lack of Transparency and Malfeasance
The erosion of customers’ trust in solar companies is also due to some businesses’ deliberate lack of transparency. Randy points out that some companies engage in malfeasance by deceiving customers and providing them with systems that do not perform as promised. Customers may end up with an improperly sized system or be overcharged for a smaller system. This unethical behavior harms the industry as a whole and undermines customers’ confidence.
## Building Credibility through Compliance and Open Communication
Randy’s mission is to make Independent Solar one of the few great companies in the industry, not only for his own business but for the entire solar industry’s reputation. He believes that building credibility starts with regulatory compliance and clear, open communication with customers. Independent Solar takes pride in its high level of compliance, disclosure, and transparency, ensuring that customers are well-informed and supported throughout the solar process.
## Providing Ongoing Support and Communication
Keeping customers informed goes beyond the initial sale. Independent Solar has developed its own app, called Positive Synergy aftercare app, to address the challenge of customer support. The app allows customers to communicate with salespeople and tech support, receive regular updates on the progress of their solar system installation, and monitor their system’s daily energy production. This level of ongoing support ensures that customers have a reliable point of contact for any questions or concerns.
## Addressing Industry Changes with Honesty
Randy acknowledges that the industry is constantly evolving, and recent legal changes, such as California’s net metering laws, have impacted the reimbursement rates for unused solar power. While some companies attempt to keep potential customers in the dark about these changes, Independent Solar takes a different approach. Randy believes in being transparent about the impact of these changes, informing customers that they will still receive a reduced bill but emphasizing that the cost per watt will be lower over time.
## Solar’s Continued Value and Benefits
Despite the changes in the industry, Randy affirms that solar power remains a worthwhile investment. He highlights that while customers may not be able to completely eliminate their electricity bills, they can still significantly reduce them. Solar power offers long-term cost savings and is an environmentally friendly option.
In conclusion, Randy French and Independent Solar are leading the way in promoting transparency, integrity, and customer trust in the solar industry. By prioritizing regulatory compliance, open communication, ongoing support, and honest information about industry changes, Independent Solar is setting an example for other companies to follow. Through these efforts, they aim to build credibility not just for their own business but for the entire solar industry.
