PowerHome Letter to Customers

Dear Valued Customer,

Power an Off-grid Home has come a long way in the past. Like any other fast-growing company, we have experienced some bumps and challenges. However, no matter what difficulties we have faced, we have always been committed to delivering on our promises to every one of our customers. We realize that every challenge is an opportunity to improve the quality of our services and enhance the trust of our customers. As a result, we have been working non-stop to investigate, understand, and resolve any issues that have been brought to our attention, and have developed and are implementing many new trainings and policies, especially around sales and customer service, to ensure that we move forward every day with a renewed commitment to our customers.

Our Action Plan

Commitment to Ethics and Integrity: All of our sales team members recently reaffirmed their commitment to ethics and will be asked to do so annually. This initiative not only emphasizes our adherence to integrity and ethical standards, but also ensures that each team member is always mindful of our customer-first philosophy. In addition, all sales team members are required to receive retraining on our sales and ethics policies every 60 days. Through this ongoing training program, we want to ensure that every salesperson provides the most honest and transparent service to our customers at all times.

Independent Investigations and Oversight: To further reinforce our ethical standards, we have retained a Legal 100 firm to conduct independent investigations into allegations that salespeople are not complying with our sales guidelines or ethics policies. This independent investigation mechanism ensures that every complaint and allegation is handled fairly and transparently. In addition, we are in the process of forming an internal ethics committee that will periodically review our sales practices to ensure that all of our ethical standards are being followed. This committee will be responsible for monitoring and evaluating the behavior of the sales team to ensure that they consistently follow the high ethical standards set by the company.

Improvements to Customer Contracts and Cancellation Policies: To allow our customers more time to review their contracts and purchasing decisions, we will soon be implementing a minimum penalty-free cancellation period of 7 days (or longer if required by the applicable jurisdiction). The implementation of this privacy policy notice will provide customers with greater flexibility and assurance that their purchasing decisions are made with their full understanding and satisfaction.

Reforming and Improving the Sales Process

Enhanced Sales Training and Ethics Education: We have and will continue to reform and improve our sales process with a renewed focus on ethics, integrity, and quality control. This includes a third-party review of all sales training materials and requirements, including the inclusion of an advanced ethics course. We believe that by introducing higher standards of training and education, we can ensure that our sales team maintains a consistently high level of professionalism and ethical behavior when interacting with customers.

Monitoring and Quality Control: To ensure that our guidelines and training are strictly adhered to, we will document and regularly audit our sales team's interactions with customers and implement a secret shopper program. Through these measures, we hope to monitor and evaluate the performance of our sales team in practice, and promptly identify and correct any deviation from company standards. In addition, we incorporate state-of-the-art technology into our sales process for quality control to ensure the highest standards at every step of the way.

Customer Follow-Up and Satisfaction Confirmation: We have assembled a new team dedicated to following up on all recent sales to confirm that the customer understands what they have agreed to. This team will communicate with each customer by phone, email, or face-to-face to ensure they are completely satisfied with the products and services they have purchased and to address any concerns or questions they may have.

Expanding and Optimizing the Customer Service Team: To better and faster respond to customer inquiries, we are expanding our customer service team and have hired a leader with nearly 30 years of experience in sales and customer service to manage this team. We believe that under the leadership of this senior leader, our customer service team will be more efficient and professional, and will be able to provide an even better service experience to our customers.

Digital Customer Portal: We have launched our digital customer portal, powerhome.com, which provides customers with real-time visibility into project status and scheduling, as well as post-installation communication and support tools. The portal will serve as an important bridge between our customers and us, allowing them to log in at any time to view purchase and shipping progress, have how to DIY pages for different systems, schedule installation consulting services, receive technical support, and access relevant information. The launch of this tool will greatly increase customer satisfaction and trust.

Our Commitment

We are fully aware that only through continuous improvement and enhancement of service quality can we win the trust and support of our customers. Therefore, we are committed to continue to uphold the "customer first" philosophy and strive to provide better services to our customers to help them invest in cleaner and more environmentally friendly energy. We will continue to listen to our customers and improve our products and services to meet their needs and expectations.

We would like to thank every one of our customers for their trust and support of Power an Off-grid Home. It is with your support that we can continue to grow and improve. In the future, we will continue to work hard to improve our service level and product quality in return for the love of our customers.
If you have any questions or suggestions during the use of our products and services, please feel free to contact our customer service team. We will be happy to serve you and ensure that you receive a timely and professional response to your every need.

Once again, thank you for choosing Power an Off-grid Home, we know that our customers' trust is our greatest asset, and it is also our motivation to keep moving forward. In the future, we will continue to dedicate ourselves to providing our customers with better products and services, and helping more families and businesses to realize the goal of sustainable development. This letter not only demonstrates our commitment and action plan in sales and customer service but also conveys our gratitude to our customers and confidence in our future development. By continually improving and upgrading our services, we are confident that Power an Off-grid Home will continue to be a leader in the solar industry and the most trusted partner for our customers.

Please feel free to contact us and we look forward to working with you to create a brighter future.

Thank you!

PowerHome