9:12
Why great service is the real driver of solar reviews
This video is about reviews — and why most installers struggle to get them.
Getting five-star Google reviews isn’t about asking more.
It’s about delivering a level of service that genuinely stands out.
Across our entire client portfolio, every installer has a five-star average rating — not because we chase reviews, but because they consistently go above and beyond in ways customers actually notice.
In this video I break down:
– Why good service isn’t enough
– What “exemplary service” actually looks like in practice
– Why reviews compound trust and lower your cost of acquisition
– And why marketing collapses if service doesn’t back it up
If you’re struggling to get reviews, this is where to look first.
For context, this video was originally recorded on 16 January 2025, views & strategies may have changed since.
Featuring
Video transcript
Good evening. It’s quite a late one this evening. It’s already gone five past eleven, and I’ve got to be up at five. Bit of a silly one, to be honest. I’ve left it way too late. But it’s an important topic that I want to talk about.
A lot of you struggle to get reviews. You struggle to get those five-star Google reviews that really push the business forward, help you rank online, help customers trust you, and show up on your Google Business Profile and in search results. When people land on your website, they see that review summary, and if it’s not strong, it holds you back.
We encourage all of our clients to get video reviews, which—trust me—require far more effort, buy-in, and commitment from the customer than a simple Google review ever does. With a video review, someone has to make themselves presentable, take their phone or laptop out, record themselves, and think about what they’re going to say. A Google review is easy. You just type it out. If you’re struggling to get Google reviews, you’re going to really struggle to get video reviews, which are worth ten times more.
So how do you actually get them?
One thing we’ve noticed across our entire client portfolio is that our clients are becoming known for delivering the best quality service in the industry. We’re very proud to say that every single client currently has an average five-star Google rating. Aside from one client—who I won’t name—who’s on 4.9 stars with 55 reviews, and that single lower review was simply because they didn’t send a quote. Not bad service, just a missed follow-up.
Those are incredible stats. And from working closely with these clients, we’ve noticed a consistent pattern. Doing great service is not enough. You have to deliver exemplary service. You have to go above and beyond in a way that genuinely stands out and makes the customer feel like you’ve done more than what they paid for.
I’ll give you some examples. Many of our clients lay down floor protection when entering a home. Even if they’re working on the roof, they’re walking in and out, grabbing tools, having cups of tea. That simple consideration—protecting carpets, taking shoes off—goes a long way. It’s basic human decency, but it’s noticed.
Another client has had multiple reviews specifically calling out the fact that they brought a skip bag to keep all the rubbish organised and took it away at the end of the install. That might seem simple. You could leave it in the van. But thinking about how scattered rubbish would make a customer feel makes a massive difference.
There are other examples too. No-obligation surveys. A consultative approach to selling solar where customers are given time to think, compare options, and have proper conversations rather than being pressured.
One of the best examples I’ve heard is a client who asked the homeowner if they’d like the scaffolding left up a little longer so they could get other work done—window cleaning, repainting window frames, things that are normally hard or unsafe to do on a ladder. Timed alongside the solar install, the customer ends up with new panels generating energy and freshly cleaned or painted windows. That’s going the extra mile.
It’s about creating that feeling of reciprocity. Even though the customer has paid a large sum, they feel like you’ve gone above and beyond.
We actually have qualifying criteria for working with us, and one of them is simple: you must deliver absolutely stellar service to every customer, every time. Marketing works. We’re marketers—we know that. But marketing falls apart completely if the service doesn’t live up to it. Everything collapses like a game of Jenga if exemplary service isn’t there.
If you don’t deliver great service, you won’t get referrals. You’ll be forced to rely on paid ads forever. You won’t get reviews, and without reviews, people won’t trust you. Even worse, bad reviews effectively increase your cost per acquisition. Someone with 100 five-star reviews will always sell more easily than someone with 100 four-star reviews. Trust compounds.
That’s why we won’t work with installers who have poor reputations. If someone has 3.5 stars across a large volume of reviews, we won’t take them on. It’s an uphill battle we don’t need to fight. With strong reputations, we simply help clients leverage what’s already there through video reviews, better websites, and ads—widening the gap even further.
We love working with installers who spent their first year or two focusing purely on service, reputation, and customer experience before scaling. They get it. If you try to jump straight into volume without the foundations, you’ll fall flat. You might get installs, but you won’t build a brand people trust.
So for newer installers worried about not doing as much volume as others—don’t panic. Focus on delivering an exceptional experience. It may not pay dividends next week, but it will next month, next year, and next decade.
And don’t let anyone tell you that you need to reduce service quality to scale. Our clients certainly haven’t, and many of them have scaled significantly because of it.
That’s my two cents. Hope you found it useful, and I’ll catch you in the next one.
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