Integrity & conflict resolution
Sunny’s #1 company policy is integrity and compliance, first. This page documents how that translates to your day-to-day:
- How we treat homeowners
- The 24/7 support promise
- How conflict resolution works when something goes sideways
- Why we’ll cancel a deal to protect a finance partner
How we treat homeowners
Section titled “How we treat homeowners”“We consider every single homeowner like our own grandmother. And their home like our own home.” — Jonathan
Three rules that follow:
| Rule | What it means |
|---|---|
| Don’t say anything that’s not right | If you don’t know the answer to a question, say so. Don’t invent a number, a timeline, or a guarantee. |
| Don’t promise anything that won’t happen | Better to under-promise and over-deliver than the reverse. |
| Treat the home like your own | Cleanup, courtesy, professionalism — every install. |
The 24/7 support promise
Section titled “The 24/7 support promise”“I am always on call. I don’t care if it’s 3 a.m. — call me, I’ll wake up and give you the same attention as 2 p.m.” — Jonathan
Jonathan’s number: 201-640-9859.
| Communication mode | Best for |
|---|---|
| Text (preferred) | Anything you can write — questions, status updates, deal info |
| Call | Time-critical issues. Note: Jonathan may be in a meeting; if no answer, text. |
In your first 30 days, call and text often. Mistakes in the early stages are 100% acceptable. Bad outcomes from not asking are not.
Conflict resolution: when a homeowner reaches out upset
Section titled “Conflict resolution: when a homeowner reaches out upset”Occasionally a homeowner contacts Sunny support saying “my rep didn’t tell me about X” or “I wasn’t aware of Y.” Here’s the process:
Step 1: Jonathan calls you
Section titled “Step 1: Jonathan calls you”You hear from Jonathan first. He explains what the homeowner reported. You’re not being blamed — this is a fact-finding call.
Step 2: Three-way conversation
Section titled “Step 2: Three-way conversation”The next step is typically a three-way call: rep + Jonathan + homeowner.
“As much as possible, we let you guys lead the conversation. We’re there to support you.” — Jonathan
You get the first line of defense. Walk through what was discussed in the home, what was signed, and what the homeowner’s concern is. Most disputes resolve here.
Step 3: If the homeowner is still upset → cancel the deal
Section titled “Step 3: If the homeowner is still upset → cancel the deal”If after the three-way conversation the homeowner remains upset and won’t sign off:
Sunny cancels the deal.
This isn’t punitive. The reasoning is purely strategic:
| What’s at stake | Cost to Sunny |
|---|---|
| 1 cancelled deal | Lost commission, lost install — recoverable |
| 1 lost finance partner relationship | Cannot sell 100 future deals |
The relationship with finance partners (Palmetto, Green Sky, Synchrony, Wisetack, NYSERDA) is fragile. One disputed deal can damage that relationship for everyone — every Sunny rep, every dealer. Sunny chooses to lose the deal rather than risk the partnership.
You don’t lose the relationship with Sunny over this. One cancelled deal is data, not failure.
Important: homeowners sometimes lie
Section titled “Important: homeowners sometimes lie”“Homeowners are human. They’ll tell you ‘oh you didn’t tell me.’ But really they talked to their wife at night and the wife said ‘hey, I’d rather go to Disneyland.’ They don’t want to admit it, so they blame the rep.” — Jonathan
This happens. We give homeowners the benefit of the doubt anyway. Don’t take it personally. Run the three-way call, do your best to resolve it, and if it doesn’t work, the deal cancels and you move on.
Mistakes are acceptable
Section titled “Mistakes are acceptable”“99.9% of the time there’s no maliciousness or ill intent. It’s simply a mistake. And mistakes are 100% acceptable.” — Jonathan
In your first 5 deals, expect:
- Sizing mistakes (the site survey catches these)
- Pricing miscalculations (you’ll iterate)
- Communication gaps (you’ll calibrate)
That’s why the safety nets exist. Use Jonathan as the sounding board. Get every question answered before you sign a homeowner.
What “build something big” means
Section titled “What “build something big” means”“Our job is to build something big — for your families, for our families. That means doing things with integrity.” — Jonathan
Reps who do this for years build multi-million-dollar books. Reps who cut corners on the integrity side burn through their pipeline in 18 months. The math is the math.