First response

Sixty-eight enquiries this week. The customer has three quotes open and is deciding which two to ignore.

Enquiries this week

68

2,140 last year

Median, business hours

4m 12s

Answered by the assistant

Median, out of hours

6h 40m

Before the assistant ran

Arrive out of hours

61%

Evenings, weekends, public holidays

Three in five enquiries arrive when nobody is at a desk. A solar enquiry is almost always made after the quarterly bill lands, in the evening, on a phone, by somebody who is about to fill in two more forms. Wattlebank was first to respond on 71% of the jobs it won last year and 12% of the jobs it lost. That is not proof that speed causes the win, but it is the clearest pattern in the book.

Enquiry EN–4471

Website form · Tuesday 25 August, 21:47 · Springfield Lakes 4300

21:47:38

WattlebankHi Nadia — thanks for your enquiry about solar at Springfield Lakes. I’m Casey, Wattlebank’s booking assistant. I can give you an indicative figure tonight and hold you an assessment slot. Roughly what was your last power bill? Reply with the amount, or 1 if you’d rather not say. Reply STOP to opt out, or call 07 3040 8817 to speak to someone.

21:49:02

Nadia Farsoun$1,180 for the quarter. It has gone up a lot.

21:49:11

WattlebankThat is a big quarter — around 12 kWh a day. Before I size anything: is someone home during the day, or is the house empty between nine and five?

21:51:40

Nadia FarsounEmpty most days, we both work. Kids get home about 3.30.

21:51:48

WattlebankUseful — most of your usage is after sunset, so a battery will do more for you than extra panels. Do you own the home, and is the roof tile or metal?

21:53:19

Nadia FarsounWe own it. Tile, single storey, built 2016.

21:53:26

WattlebankThat is the straightforward kind. Springfield Lakes sits in STC zone 3, so on a 10 kW system the certificate discount comes off the price up front — currently about $2,600. Indicative range for 10 kW with a 10 kWh battery is $15,800 to $18,400 installed after that discount, subject to what the assessor finds on the day. I have Thursday 8:00am or Saturday 10:30am with Dan. Which suits?

21:54:02

Nadia FarsounSaturday 10.30

21:54:08

WattlebankBooked — Dan Whitmore, Saturday 30 August, 10:30am. He will check the switchboard, the roof and your export limit, and give you a firm price on the day. You will get a reminder Friday. Reply here any time if something changes.

Six minutes and thirty seconds, start to booked, at ten o’clock at night. A salesperson would have done it better — on Thursday.

Captured

Straight onto the job record

Bill $1,180/qtr ~12 kWh/day No daytime occupancy Owner-occupier Tile, single storey Built 2016 Postcode 4300 STC zone 3 Battery-led Assessment booked

Dan arrives on Saturday already knowing the answer to every question he would otherwise spend the first twenty minutes asking.

What the assistant will not do. It does not quote a firm price, promise a rebate amount, or claim a payback period. It gives a range, says what it depends on, and books the person who can be held to a number. Everything it said is recorded against the job.

Conversion by how long they waited

2,140 enquiries, last 12 months

Under 5 min

38%

5–30 min

27%

30 min – 2 h

19%

2 – 12 h

11%

Over 12 h

6%

Percentage of enquiries that reached a booked site assessment. The customers who waited longest are not different customers — they are the same customers, on a Tuesday night, who had two other quotes to fill in.

By channel

Where the wait comes from

Channel	Share	Median wait	Watched by
Website form	44%	4m 12s	Assistant
Phone, answered	21%	Immediate	Office, 8–5
Phone, missed	14%	—	22% never returned
Social lead form	13%	3h 20m	Nobody, in practice
Referral	8%	1h 05m	Whoever was told

One in seven enquiries is a missed call, and better than one in five of those is never called back. That is the cheapest thing on this page to fix.