When installation day came, our team, on site at 8am, faced a long, complex day of work. The roofing layouts were challenging and not with easy access – a reason Clive had come to us having been referred by another very large, national solar installation company. 

By 8pm, the panels were up, the system was connected, and Toby did the handover with Clive and his wife, explaining all the functionalities. This also included the setting up of their new display screen to monitor the free and clean energy the family were now generating. 

But even great installations can have hiccups — and in this case, there was one. The customer believed the installed system included a switch as a backup function allowing their battery to power the home during a blackout or power cut. This isn’t included in our installation as standard.

Now, here’s where many companies might falter. They might hide behind terms and conditions. Or delay, debate, and deflect. 

But not us.  

Despite Toby arriving back at the warehouse to unload the vehicle after 10pm that Friday night, he reported that Clive had wanted a switch installing as part of the system, and that the customer was disappointed it was not there – The area in which they lived had frequent power cuts.

Clive sent an email of praise for the installation team on Saturday morning but also expressed concern that his system may not be functional in a power cut and was slightly annoyed that it had not been included. 

Although it was a weekend, with Madi away, Josh reached out — on a Sunday — with an apology and a plan to put it right. Not an automated message. A real email, from real people. 

And that’s the second rule of good customer service at LJM Solutions: 
👉 When something goes wrong, we don’t hide. We put it right — fast, and with integrity.