You’ve Got This Talking Shop
We sat down with a veteran of the home improvement game for insight on what makes a good customer–contractor experience.
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His name is unique, which fits him perfectly. Junior Williams has an air about him. Calm, cool and confident in every environment he enters. His smile is disarming, and his advice on energy is invaluable. There was a time when Junior went from home to home, solving problems and saving the day. Now he manages other contractors and encourages them to master the art of problem-solving while constantly working on their energy efficiency bedside manner.
We sat down with Mr. Williams to pick his brain on what makes for a good customer experience.
How do you approach building a relationship with a customer?
A lot of the times, when I’m talking to a customer, they’re pretty smart and savvy in their particular job, whatever it is that they do. So, I asked them, “Hey, what if you could help your home be smart too?” That’s a really great way of introducing them to energy, without them being overwhelmed with all the terminology.
Yeah, your home should be as smart as you are.
We’re here for the tired mom or dad and the grandmom and granddad. You know, who has to pay all the bills and has to pick everyone up and has to get everything done. He doesn’t want to have to spend 10,000 hours on learning about energy, so I pitch in.
I know you’re managing contractors now, but have you done the contractor thing?
I had my own business, where I got my experience in the field, starting as a weatherization technician and working my way up. I saw an opportunity where I could take my experience, go get the certification and start a business.
If you could create the perfect customer interaction, what would that look like?
I would say just probably like your average homeowner. They are experiencing stress. They believe their bill is higher than it should be. Don’t be shy, and ask questions. Because it would help you in maximizing your opportunity. That’ll be my big takeaway.
Right now, I believe energy efficiency is something that needs to be done. It’s really a thing that you need to do to move forward because of how things are changing. For me, it’s just helping the folks understand that change. “Do you know about energy efficiency? About EmPOWER Maryland? It’s been around since 2008. Quick Home Energy Check-ups are included with your service and home energy audits are just $100.” I feel like it’s that customer journey from end to end that saved me. It’s just identifying the challenge and having a certain type of energy about solving that problem. That’s what I want customers to understand, so they can start really taking advantage the right way.
Practical tips for talking “contractor”
Whether you’re planning a home energy audit, an HVAC equipment replacement or a major home renovation, it pays to have a plan and work with the right partners. Contractors and energy experts want what you want. They’re here to help. Here are a few recommendations for building a good working relationship. These are focused on a home energy audit contractor but can also be used for more traditional home improvement.
Find the right contractor
Making sure you are comfortable with their experience and expertise is a vital first step in setting yourself up for success. If your project is for energy efficiency, check out bgesmartenergy.com/residential/help-me-save/home-performance/find-contractor to start and end your search.
Preparation is key
Prep the area to ensure the contractor has easy and safe access to workspaces. If the visit involves the whole home, getting pets out from under their feet will make for a better visit.
Clarify the chain of command
Will you be talking to the contractor, a site manager or a subcontractor during the assessment? Know who your point of contact is—and make sure they know your preferred way to communicate (text, phone or email).
Set realistic expectations
Contractors aren’t miracle workers. They work with weather, poor original builds and, sometimes, your 100-year-old electrical wiring. Discuss what the goals of the assessment may be and how to best reach them.
Show appreciation (and respect)
Contractors aren’t just labor—they’re experts. A little kindness goes a long way. Offer a bottle of water on hot days, say thank you often and give praise where it’s due.
Bonus: Happy contractors are often more motivated to go the extra mile. And, you’re laying the groundwork for future collaboration should you handle any recommended upgrades yourself.
What discoveries do you make that are most surprising to them?
Homeowners are surprised when air is passing through their home. As far as air leakage is concerned, they think it’s coming from the door and the windows. So, the temperature difference is because that door or that window doesn’t have the same R value [insulating ability] as your walls.
What questions would you love for them to ask that they don’t?
“What’s my potential to save?” I would love to hear that because we have the data to show it. We have tons of apps and tools. It’s almost like a lottery ticket. You have an opportunity with your HVAC equipment. You have an opportunity with your lighting. You have an opportunity with this or that BGE and EmPOWER Maryland program. And, at the end of this lottery, you’ll know your exact ability to reduce energy use.
And then they have a sense of control.
The customer has always been in control. It’s helping them understand more so I can help them. So, it’s about relationship building, trying to get someone to agree to participate in these programs. Let me strengthen your idea and understanding of your potential. When they are in control, it makes the customer feel better on their own.
How long does it take them to realize that you’re here to solve problems and help?
I’m not coming in and acting like I’m in charge. When you come prepared, you can share your case study directly next door with the neighbors. So, before I’m walking through the door, I’m dependent on the community I am in. When that happens, I get accepted really easily.
Regardless of the community or the culture, someone will say, “You work for BGE?” I say, “I also have a utility bill. And we’re here to help.” People smile when you meet frustration with a smile. And that energy—it’s legitimate. I told them they didn’t have to participate today. This is here for you. I am here for you.
These people, they’re your neighbors.
When you’re smiling, seriously, it changes the game for the customer. It’s almost like a new mentality that we all have to get together. We only share the win because that’s what I’m here for. It’s a shared win.
It puts them not just in control of the program but in control of their future. And then it just becomes to me a joyous experience, a great memory. Now I have friends all over. It’s called “Small-timore” for a reason. I always had a bunch of friends all over the place. But now, now it’s crazy. I know everybody everywhere, and to me, it creates ownership, like a sense of “I belong.”
