An Initial ₱245,000 Budget, a Potential ₱400,000 Sale, and a Lesson in Customer Servicee
I contacted Visayan Solar Service Inc. with detailed specifications for a residential solar installation and an initial budget of ₱245,000, clearly stating that I welcomed alternative recommendations.
Rather than discussing the options, CEO Jeffrey Davis dismissed my enquiry as a "small system" and warned that cheaper equipment would be "garbage" and break down prematurely.
Another solar company also declined my enquiry because my budget didn't match their pricing. Their response was polite, professional and straightforward. I appreciated their honesty. Clearly, declining a project without belittling a prospective customer is entirely possible.
I am now considering an installation costing approximately ₱400,000 with another company that actually took the time to understand my requirements and provide a detailed quotation.
The irony? Visayan Solar potentially lost a ₱400,000 customer because its CEO couldn't see past an initial ₱245,000 budget.
A budget is a starting point for discussion, not an invitation to make assumptions about someone's finances or expectations.
When I raised my concerns, Mr Davis described his remarks as "free advice" based on his experience.
Unfortunately, free advice isn't particularly valuable when it replaces listening to the customer.
Visayan Solar didn't lose my business because of its prices. It lost my confidence because of its attitude.
Based on my experience, I cannot recommend the company's handling of prospective customer enquiries.