A customer recently contacted Verve Electrical and Solar Rescue after reading one of the most negative reviews left about our business…
That might sound like an unusual way to gain a new customer!
Most businesses understandably hope that potential customers will focus on their five-star reviews. In this case, however, the customer was less interested in the criticism itself and more interested in how we responded to it.
Our response was respectful, factual and information-based. We explained the situation without attacking the reviewer, becoming defensive or trying to avoid engagement altogether.
The customer told us that the way we handled the negative situation gave her confidence in our business. She reasoned that if her own experience did not go perfectly, we would remain reasonable, accessible and easy to deal with.
The customer subsequently engaged Verve Electrical to complete an EV charger installation at her home. and while the installation was important, the electrical work was not the only reason she chose us. Her decision was based on something broader: trust.
A Negative Review Can Reveal More Than a Positive One
Positive reviews are valuable. They show that customers have been satisfied with a business and are prepared to recommend it.
However, a negative review can reveal something different.
It gives potential customers an opportunity to see how a business behaves when it is challenged. Does the business become aggressive? Does it dismiss the customer’s concerns? Does it blame everyone else? Does it ignore the issue completely, regardless of who’s right or wrong?
For this customer, our response to a difficult situation provided more reassurance than a carefully written advertisement ever could. It demonstrated how we communicate when there is pressure, disagreement or uncertainty.
Customers Are Not Only Paying for Electrical Work
When someone hires an electrician, they are obviously paying for electrical knowledge, safe workmanship and a properly completed installation.
But that is only one part of the engagement.
Customers are also placing trust in the electrician who enters their home, advises them on important decisions and works on systems that affect their property and family.
They are relying on the electrical business to:
- respond to enquiries;
- provide accurate and understandable information;
- recommend an appropriate solution;
- communicate costs and expectations clearly;
- arrive when agreed;
- respect the customer’s home;
- complete the work professionally;
- explain how the installation operates; and
- remain available if questions or problems arise later.
The physical electrical work may take only a few hours. The overall customer experience begins with the first phone call or message and continues after the tools have been packed away.
That is why electrical work should not be viewed as the entire product. It is one critical component of a much larger service.
The EV Charger Installation Started Before We Arrived
By the time we arrived to complete this customer’s EV charger installation, the most important part of the relationship had already begun.
The customer had researched our business, read our reviews and considered how we communicated. She was not simply looking for someone capable of connecting an EV charger. She wanted an electrical business she could trust throughout the process.
The installation still needed to be completed correctly and professionally. However, technical ability alone would not have been enough to secure the job.
The customer also needed confidence that we would:
- answer her questions honestly;
- explain the available options;
- communicate clearly about the installation;
- respect her property; and
- continue assisting her if an issue arose afterward. (ironically, we did have a technical issue with the EV charger, which we resolved at 8pm on a Saturday over the phone)
The electrical installation supported the trust that had already been established. It did not create that trust by itself.
Trust Is Built Through the Entire Customer Experience
At Verve Electrical, we believe a strong customer experience is created through a series of small but important actions.
It begins by answering the phone or returning an enquiry. It continues through providing information, preparing the quote, attending the property and keeping the customer informed.
It includes cleaning the work area, explaining what has been installed and responding when the customer has a question after the job.
None of these things replaces quality electrical work. The installation must still be safe, compliant and professionally completed. However, quality workmanship should be the starting point—not the only thing an electrical business offers.
Customers should not have to choose between a capable electrician and a business that communicates properly. They should receive both.
What Should You Look for When Choosing an Electrician?
Price and availability will always influence the decision, but they should not be the only considerations.
Before engaging an electrician, look at how the business presents itself and communicates with its customers.
Consider whether the electrician:
- provides clear information rather than vague promises;
- explains recommendations in terms you can understand;
- is transparent about the proposed work;
- has a consistent history of customer feedback;
- responds professionally to both positive and negative reviews; and
- appears willing to stand behind the service provided.
The cheapest quote may not provide the best long-term value if communication is poor or support disappears once the job is completed.
A trustworthy electrician should give you confidence before, during and after the installation.
EV Charger Installation and Residential Electrical Services
Verve Electrical provides EV charger installation and residential electrical services across Bayswater, Kilsyth, Croydon, Mooroolbark, Ringwood, Lilydale and Melbourne’s eastern suburbs.
Whether you require an EV charger, switchboard upgrade, electrical repair or another residential electrical service, our aim is to make the complete engagement straightforward and dependable.
For advice or a quote, contact Verve Electrical to discuss your electrical requirements.
Frequently Asked Questions
What should I look for when choosing an electrician?
Look for appropriate qualifications, clear communication, transparent information and evidence that the electrical business supports its customers after the work has been completed. Reviews can be useful, but also consider how the business responds when a customer raises a concern.
Does Verve Electrical install home EV chargers?
Yes. Verve Electrical completes residential EV charger installations across Melbourne’s eastern suburbs. The proposed installation can be discussed based on the charger, property and customer’s requirements.
What happens if I have a problem after an electrical installation?
Contact the electrical business that completed the work and explain the issue. A reliable electrician should respond, obtain the relevant information and determine whether the installation or equipment requires further assessment.
Is choosing the cheapest electrician always the best option?
Not necessarily. Price is important, but customers should also consider workmanship, communication, reliability and after-service support. The value of an electrical service includes the complete customer experience, not only the time spent completing the physical installation.
