9 steps to home automation success

It’s common knowledge that the rise in the adoption of automation technologies presents significant opportunities for the electrical industry. What is discussed less often, however, is the role electricians, electrical contractors and integrators play in guiding and educating consumers about their options.

Over the last decade, smart home technology has begun to gain speed with home owners, but there are still many misconceptions about what a smart home is and what the challenges of its implementation can be.

Contractors and integrators can take advantage of this knowledge gap and guide clients through the decision-making and installation process of smart home technology — and get a bigger chunk of work in the process.

The good news is, you don’t have to be an expert to help a home owner find the right home automation solution and, in fact, if you’ve installed a dimmer or ceiling fan with a remote control, garage door or motion sensor light you’re already halfway there. Home automation manufacturers also provide training if you’re interested, which means that as the industry becomes more competitive you can offer a superior service by staying up to date with the latest trends.

If you’re looking to break into the home automation market, gain more work from your customers and pick up bigger budgets, here are nine simple stages of consultancy that you can use to guide the selection and installation process of a smart home.

Start the conversation

There are a number of ways to bring up a conversation with your customers about home automation solutions. Firstly, make sure you iron out the reasons for the installation of smart technology before you start talking products. Is it to make their lives more convenient? Increase property value? Or to make their home more suited to entertaining, raising a family or retiring? Some products and solutions will make marked difference to the value of a home like automated lighting, while other solutions like thermostat control are more of a lifestyle choice. Once you have an understanding of what your customer is looking for, you are free to present a variety of different options and upsell where possible.

Debunk myths

As an expert, you can offer technical support, which also means you can root out common myths that stop consumers from purchasing smart solutions. Home owners often think the barriers to automation are too high and automation technology is reserved for those with too much time on their hands or for new builds with a big price tag. We know this isn’t always the case and by explaining they can start small and end big, contractors can get people across the line and showcase a manageable budget and investment.

New build vs retrofit

It’s important to familiarise yourself with differences in home automation systems in a new build vs a retrofitted home. If a customer isn’t sure if they want to go all in, they’re likely to ask which products can and can’t be retrofitted later. By knowing the benefits of installation during a new build, you’re more likely to encourage them towards a big purchase. You can also use your knowledge to flag that technology like multiroom distributed audio involves routing cables through walls and ceilings, which can be a major inconvenience to do in hindsight. They also may not have considered the improved reliability of a wired system in a new build. But, remember not to push them if they’re not sold on automation and let them know retrofitting is still a feasible option. Your reputation should be kept intact by letting them know there are many solutions designed to work around build constraints.

Develop a scope

Success requires adequate planning across budget, functionality, aesthetics, scalability and efficiency. Time is often a client’s poorest resource, but as a professional, you’ll be able to assist busy customers with your knowledge of how products will suit their specifications. By mocking up a choice of different electrical designs within different budgets, you can move home automation from the ‘too-hard basket’ to a fun and exciting experience.

Conduct a design audit

After the scope of work has been defined, it’s important to undertake an audit of electrical infrastructure, including power points, electrical appliances, communication wiring, zoning and cabling. Having awareness of all the electrical products in the house avoids mistakes when it comes to implementation, and also allows you to take the time to think critically about how you can upsell and add value to your customer’s home. It also allows you to consider the home as an entire ‘ecosystem’ so upgrading the technology, or adding to it later, is easier.

A design audit is also the ideal time to ask your customer about their wireless connection to ensure they’ve considered how all their products will run and fit together. Good Wi-Fi is the heart of any smart home and even the best technology can’t work without a strong network. Recommend structured cabling as it’s often the best option and leads to increased customer satisfaction in the long term.

Infrastructure installation

Thanks to the time you spent developing a design audit, the installation of infrastructure should be a straightforward process. Make sure your client isn’t kept in the dark about what product does what. Over communicating with them throughout the infrastructure development will help keep things clear and ensure expectations are met.

The infrastructure installation process is also the ideal time to project manage. Are you the system integrator? If so, help the designers, builders and contractors understand the exact requirements of the infrastructure and systems to be installed. Are you the electrical contractor? Manage up and open a dialogue about the best placement of products to ensure the home automation systems are implemented to the highest standard.

Product selection and installation

Often a new exciting product is the deciding factor that prompts home owners to seek home automation solutions; however, it’s part of your job to advise your client to keep an open mind about which product and solutions they select. Especially when it comes to DIY products which can be limited in what they can achieve and offer the customer in terms of benefits, as well as being unreliable. Remind your customers once cabling is installed they are able to take advantage of more advanced technology such as electronic locks and security systems. This is also a good opportunity to upsell to bigger and better solutions that will create value for you and your customer.

Once products have been chosen, purchased and installed, it’s time to make sure your client feels equipped to use them to their full capability.

Handover

It’s crucial to make sure home owners get the most from their home automation system. The most profitable businesses are the ones with a high level of referrals and the best reference is word of mouth. However, if clients can’t successfully use their solutions it’s unlikely they’ll recommend your services to others. In addition to leaving product and user manuals for your customer to reference after you leave, spend some time teaching your client how to use their new system — and don’t just explain it to them, ask them to show you how it’s done to check their understanding. This is particularly important for new builds as clients might end up using the home differently to how they intended and you might need to tweak the solution. Not only will they appreciate the extra effort but it will save you time in the long run by eliminating future calls.

Maintenance and support

If something does go wrong with the automated system, you’ll be the first port of call. Have some simple troubleshooting questions on hand so you can get to the crux of the issue quickly. Anticipate product and system updates and stay abreast of the latest offerings so when the question is asked you’re in the best position to give a timely answer. Some systems can include a way of communicating to the customer, for instance, Push has a “contact us” section with details — also good if the home has been sold and the new customers don’t understand the system! Maintaining an ongoing, customer-first relationship with anyone you have worked with will ensure you win extra work when they need it and are recommended to any of their networks too.

Image credit: Schneider Electric