How to win more work in heat pump install jobs in a competitive market
The growing air source heat pump (ASHP) demand is undoubtedly presenting new opportunities. The next question is how do you stand out from the competition?
Homeowners have more installers to choose from, more information to compare and more queries about cost, performance and disruption.
Winning more work is not just about offering the lowest price. It’s about making the decision easier for the homeowner. That means explaining heat pumps clearly, providing a well-designed system, answering concerns honestly and giving customers confidence that the installation will perform as required.
Having the expertise and providing clarity throughout the entire heat pump journey will go a long way to instil customer confidence and help you to grow your business, making the most of future opportunities. At Baxi, we’re here to guide you throughout those stages.
In this article, we’ll look at:
Why homeowners might be hesitant about heat pumps
Explaining heat pumps simply to potential customers
System designs and suggesting home modifications
The importance of the handover
Our case studies and support for installing air source heat pumps
Why homeowners might be hesitant about heat pumps
Homeowners are increasingly keen to reduce their energy bills. Some are interested transitioning to low-carbon technologies, but may be hesitant about committing to a heat pump.
Common concerns include:
The upfront installation cost
Whether the system will keep the home warm
How well it performs in cold weather
The amount of disruption
Whether existing radiators or heat emitters need replacing
Noise from the unit
Running costs and electricity prices
Conflicting advice or negativity communicated in the media
Uncertainty about maintenance and long-term reliability
These concerns are understandable as for many homeowners, this is considered new and unfamiliar technology, despite being around for many years. They will likely have explored different sources and possibly found contradicting information as a result, which is where your expertise can help them to make the right choice for their needs.
Cost, too, will inevitably be on their mind. A heat pump is a significant investment when compared to traditional boiler systems. It is recommended to discuss potential funding options, such as the Boiler Upgrade Scheme, with them to alleviate some of those concerns.
There may also be a question of whether the homeowner believes that their home is suitable for an air source heat pump in the first place. Whilst it may be considered less suitable for some properties, an initial estimate or home survey will be effective in giving them information to make an informed decision.
Homeowners want to know that the system will be designed and installed properly and meet their individual needs. The most successful installers address these questions and concerns directly at early planning stages and use them as an opportunity to demonstrate their expertise.
Explaining heat pumps simply to potential customers
A clear explanation is often more effective than providing a highly technical sales pitch. There are many ways that you can help your customer understand how an air source heat pump works and how it can meet their heating and hot water demands compared to a boiler.
For instance, you may want to explain that a heat pump is a device that extracts heat that is present in the air, ground or water and boosts it so it can be used for heat and hot water in buildings. It essentially works in a similar way to how a fridge keeps food cold even during hot weather, but in reverse.
You may also want to make your customer aware that unlike a boiler, their heat pump is designed to provide continuous steady heat, rather than high temperature bursts to maximise comfort and efficiency. This often means little interaction is typically needed with the thermostat.
We’ve outlined other areas to cover when discussing a heat pump in our complete heat pump guide and checklist, both of which are here for you to signpost your customer to.
System designs and suggesting home modifications
Good system design starts with understanding the property and the homeowner’s needs. As each air source heat pump system is designed to meet the individual aspects of the customer’s home and lifestyle based on a unique heat loss calculation, you should explain that the design, output, and position of their heat pump will all be considered to ensure optimal performance and maintain efficiency.
During the early planning stages, consider any space, electrical and plumbing requirements, including the location of the outdoor unit and hot water cylinder. This helps ensure the complete system is suitable for the property and can be installed effectively.
Certain modifications could be suggested to the homeowner around insulation improvements or radiator upgrades to minimise the heat loss and accommodate the lower flow temperatures heat pumps work at.
In some instances, a hybrid system, where their existing boiler manages their hot water and the heat pump deals with the heating, may be more beneficial to meet the needs of the homeowner and property. Homes that have restricted space or customers wishing to minimise modifications may consider this approach. It is worth checking how this may affect eligibility with local grants.
Using a detailed site survey and design that takes these unique requirements into account is essential. This will also allow you to explain the reasons why certain modifications will be required and the benefits that the homeowner will see as a result.
Baxi can help you with the complete heat pump journey through our MCS Umbrella Scheme which includes on-site surveys and commissioning carried out by one of our experienced ASHP engineers. By working under our MCS Umbrella Scheme, you can concentrate on carrying out the installation while we look after the design, paperwork and other admin tasks.
Good communication with everyone involved throughout each stage of an ASHP installation will go a long way to empowering and educating the homeowner, with the added benefit of your own reputation enhanced.
The importance of the customer handover
A successful heat pump installation doesn’t end when the system is commissioned. A clear, confident customer handover is an important final step in making sure the homeowner understands how their new system works and how to use it effectively. It’s not just passing information; it’s making sure they know how to live with the system on a daily basis.
Taking the time to explain the controls, what to expect from the system and how their heating and hot water are managed can help set the right expectations with the homeowner from day one. It also gives you the opportunity to answer questions and build customer confidence, leaving the homeowner feeling comfortable with their new system.
The handover can also be an important part of meeting compliance requirements, with schemes such as Microgeneration Certification Scheme (MCS) requiring appropriate information and guidance to be provided to the customer.
Should the customer encounter any issues with their heat pump, you will likely be their first point of contact, so maintaining a good relationship will strengthen your reputation in the long run.
Support at every stage of the heat pump journey
From helping you get the design right and selecting the right solution, through to training, design support, commissioning, compliance, enhanced warranty options all backed by our dedicated experts, Baxi’s got you.
Take a look at our recent case studies here to see how our approach to air source heat pump installs works and the successful outcomes we’ve achieved. We also have a range of training courses to develop your skills.
Whether you’re new to heat pumps, looking to build on an existing qualification or are ready to become a Baxi Heat Pump Installer, our training is designed to help you develop your knowledge and practical skills to work confidently with air source heat pumps.
ASHP solutions built around you, backed by us
Our comprehensive range of air source heat pump solutions fits the needs of every project – and with expert support always on hand, you can trust us to deliver. When it comes to ASHPs, we’ve got the lot
MCS Umbrella Scheme
No MCS or need extra support? No problem. We’ll handle the design, paperwork and compliance, guiding you every step of the way so that you can deliver efficient, low carbon heating with confidence.