What info do you need on the first call for a solar install?

Get the service address, job type (residential/commercial/battery/repair), roof type and age, and the last 12 months of electric bills. Also ask what they want (lower bill, backup power, replace an old system) and set a site survey time before ending the call.

Why do customers say “my system isn’t producing” and what should you ask next?

Most “not producing” calls are inverter faults, tripped breakers, monitoring offline, or storm damage. Ask if the inverter has an error code, if any breakers are tripped, if there’s visible roof damage, and if they see production in the monitoring app.

When should the system be turned on—right after install or after PTO?

It depends on your utility and inspection rules. Many areas require inspection and PTO (permission to operate) before you leave the system on. Tell the customer the exact plan in writing the day of install to avoid confusion.

What documents slow solar projects down the most?

Missing utility bills/account details, unsigned interconnection forms, and incomplete electrical/roof photos. For commercial jobs, missing roof warranty terms and structural info can also stall engineering and permitting.

How do you handle calls when you’re on a roof and can’t answer?

Set a clear expectation: “We can’t answer while on the roof for safety.” Use a dedicated ground contact for day-of updates and a system to capture new leads and book site surveys automatically (an AI answering service can help).

What’s a smart recurring service offer after installation?

Offer a 6- and 12-month production check and monitoring support. For commercial, add an annual inspection package (thermal/IR scan, attachment check, and labeling review) to catch issues before they become downtime.

Customer Onboarding Checklist

New Customer Onboarding Checklist for Solar Installers

Solar jobs are high-ticket and high-risk: you’re on rooftops, around live electrical, and you can’t safely grab your phone when a lead calls. This checklist helps you capture every $15,000–$200,000 opportunity, set clear expectations, and run a smooth first install—without missed calls, rework, or permit delays.

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1) First Contact (Calls, Web Leads, After-Hours Voicemails)

Respond in 5 minutes (or less) and confirm the job type: residential install ($15k–$35k), commercial ($50k–$200k), battery add-on ($10k–$20k), or repair ($200–$1k).critical

Solar shoppers call 2–4 companies. The first clear callback usually wins, especially near tax-credit deadlines and summer bill spikes.

Ask the customer’s “pain phrase” and translate it into solar terms: “bill too high,” “not producing,” “lights flicker,” “inverter beeping,” “storm damage,” or “want battery backup.”critical

Customers rarely say “kWh production is down.” You need their language to triage correctly (sales vs emergency service).

Collect the exact service address and verify jurisdiction (city/county) for permitting and utility interconnection (e.g., PG&E/SCE/SRP).critical

Permits and utility rules vary by area. You can’t quote timelines or schedule site surveys without knowing where the job sits.

Get roof basics: roof type (comp shingle/tile/metal/flat), stories, and roof age (or year re-roofed).important

This affects attachment method, safety setup, and whether a reroof is needed before panels go on.

Ask for last 12 months of electric bills (PDF or photos) and whether they’re on TOU (time-of-use) rates.critical

You need usage history to size the system and to avoid overselling/underselling production expectations.

Screen for quick blockers: heavy shading, HOA restrictions, historical district, or “I rent, don’t own.”important

These can stop a project early. Catch them before you burn time on a full proposal.

Set the next step before ending the call: schedule a site survey or a virtual assessment with a clear time window.critical

If you don’t book the next step, the lead cools off and calls a faster competitor.

If you miss calls while on a roof, route new leads to an AI receptionist that can book site surveys and capture bills/photos via text link (e.g., SkipCalls).nice-to-have

You can’t answer at height. This keeps you from losing $15k–$35k residential deals (or $50k–$200k commercial) to the first company that picks up.

2) Intake + Required Documents (Before You Quote)

Send a single “Solar Intake Link” that requests: full name(s), email, mobile, service address, and best callback times.critical

You’ll need signed docs and permit info. Having clean contact data prevents delays later.

Request utility documents: last 12 months bills + utility account number (or meter number) + rate plan.critical

Interconnection and accurate savings estimates depend on real usage and account details.

Collect property ownership proof (or authorization): deed/tax bill, or landlord/property manager sign-off for commercial.important

Utilities and permitting often require proof the signer has authority to approve construction and interconnection.

Request roof and electrical photos: main service panel (door open), meter, inverter area (if existing), attic access point (if relevant), and roof planes.critical

These photos help you plan conduit runs, breaker space, and equipment placement before the site visit.

Ask about electrical service details: main breaker size (e.g., 100A/200A/400A), panel brand (e.g., Zinsco/FPE), and any recent remodels.critical

Some panels are known problems and may need replacement. Main service size affects backfeed limits and design.

Confirm equipment preferences and constraints: black-on-black panels, microinverters vs string inverter, battery brand interest, and noise/location concerns.important

Homeowners often care about appearance and where the inverter/battery sits. Commercial cares about downtime and access.

For commercial: request one-line diagram (if available), roof warranty info, structural drawings, and hours when power shutdowns are allowed.critical

Commercial projects live or die on coordination, structural sign-off, and no-surprise shutdown windows.

3) Quote, Expectations, and Signing (Avoid Scope Creep)

Deliver a clear proposal that shows: system size (kW), estimated annual production (kWh), panel count, inverter type, and battery capacity (kWh) if included.critical

Customers compare apples-to-apples. Clear numbers reduce confusion and “sticker shock.”

Explain what affects production: shading, roof pitch/azimuth, weather, soiling, and utility curtailment (if applicable).important

This prevents “you promised my bill would be $0” arguments later.

Spell out what’s included vs excluded: reroof, panel upgrade, trenching, drywall repair, main service upgrade, and tree trimming.critical

Most solar disputes are scope disputes. Put it in writing before deposit.

Set timeline expectations by steps: site survey → engineering → permits → install day(s) → inspection → utility PTO (permission to operate).critical

Customers think solar is a 1-day job. PTO can take weeks depending on the utility.

Confirm financing/cash details: lender name, milestones, change-order policy, and who pays permit/utility fees.important

Solar contracts often tie payment to inspection/PTO. Clear milestones protect your cash flow.

Capture signed documents: solar contract, financing docs (if any), change order terms, and interconnection authorization forms.critical

Permitting and utility interconnection can’t start without signatures.

Collect deposit and schedule the install window (with weather buffer) before ending the signing call.critical

Your schedule fills fast during rate-hike news and tax-credit rushes. Lock the job in.

4) Schedule + Pre-Job Prep (Permits, Materials, Crew, Customer Readiness)

Book the site survey with a specific arrival window and text the “What to Expect” checklist: attic access, pets secured, panel access cleared, and parking plan.critical

You need access to the panel, meter, and often attic/garage. Day-of blockers cause reschedules.

Order and stage materials: panels, rails, attachments (tile hooks/comp mounts), flashing, conduit, wire, breakers, labels, and rapid shutdown device.critical

Missing a $20 breaker can delay a $35,000 job. Solar requires specific code labels and safety gear.

Confirm permit status and inspection requirements: fire setback rules, placards, labeling, and any structural calc needs.critical

AHJs (inspectors) can fail you on labeling and setbacks even if the system works perfectly.

Run a safety plan: roof fall protection, ladder tie-off, weather/wind limits, and shutdown procedure.critical

You’re working at height with electrical hazards. A written plan reduces injuries and job stoppages.

Confirm electrical readiness: breaker space, busbar rating, and plan for any panel upgrade or subpanel add.important

If the main panel can’t accept solar backfeed, you must solve it before install day.

Pre-wire communication plan: tell the customer you can’t answer calls while on the roof; provide a text-only line for quick questions and a callback window.important

This prevents frustration when they call during drilling and you don’t pick up.

Send a 48-hour confirmation with install-day timeline: arrival, power shutdown window, noise expectations (drilling), and when they can use the driveway again.important

Solar installs are disruptive. Clear timing reduces complaints and bad reviews.

5) Install Day + Day-Of Communication (Rooftop + Electrical Reality)

Do a 10-minute arrival walkthrough: confirm equipment locations (inverter/battery), conduit path, and any “do not drill” zones.critical

One wrong conduit run can create costly patchwork and customer distrust.

Get written approval for any on-site change (tile replacement, conduit reroute, extra attic work) using a simple change-order form.critical

Solar surprises happen inside walls/attics and under tiles. Documenting protects you and the homeowner.

Use a “no phone on roof” rule: designate one ground contact (lead tech or office) to handle calls and updates.critical

It’s unsafe to answer calls at height. A single communicator keeps the customer informed without risking safety.

Notify the customer before power-off and power-on, and confirm sensitive equipment (servers, medical devices) is handled.critical

A surprise shutdown can damage trust, especially for home offices and commercial tenants.

Take install photos for permit/inspection packet: roof attachments/flashing, wire management, inverter/battery mounting, labeling, and rapid shutdown.important

Photos speed inspections, support warranties, and help if a callback happens months later.

Clean up and do a same-day system orientation: show the inverter lights, shutdown switches, monitoring app, and what “normal” looks like.important

If the customer knows what normal looks like, they’re less likely to panic-call about a blinking light.

If calls come in during the install, use an answering service that can filter spam and schedule new site surveys without interrupting rooftop work (e.g., SkipCalls).nice-to-have

You protect safety and still capture new $15k–$35k leads while drills are running.

6) Post-Job Follow-Up (Inspection, PTO, Warranty, Recurring Service)

Send a “Next Steps After Install” message the same day: inspection date target, PTO process, and when they should expect the system to turn on (or stay off until PTO).critical

Many customers think the system is live immediately. Clear guidance prevents angry calls.

Schedule inspection and confirm access: gates unlocked, pets secured, electrical panel accessible, and someone 18+ on site if required.critical

Inspectors won’t wait. A missed inspection can add weeks to PTO.

Provide a simple warranty + workmanship packet: panel warranty, inverter warranty, battery warranty, roof penetration warranty, and who to call for what.important

Customers need one clear path for support, not a stack of manufacturer PDFs.

Set up monitoring alerts: configure the app, confirm the customer sees production, and set your internal alert for “system not producing.”critical

Most emergencies are “not producing” due to inverter faults, tripped breakers, or comms issues. Catch it early.

Explain maintenance in plain terms: panel cleaning guidance (if needed), shading changes (new trees), and what storm damage looks like.important

This reduces unnecessary service calls and helps real problems get reported fast.

Ask for a review at the right moment: after passed inspection or after PTO confirmation, with a direct link.important

Solar is a trust purchase. Reviews drive the next $50k–$200k commercial job and neighborhood referrals.

Create a recurring touchpoint: 6-month and 12-month production check + optional cleaning plan; for commercial, offer annual IR scan and torque check.nice-to-have

Recurring service keeps you top-of-mind and builds predictable revenue beyond new installs.