5 minute read
Customer Service and Motorized Window Coverings 101
These are the most important areas to cover (and understand) when selling motorized shades to customers
BY ROGER MAGALHAES
When I was going through my list of last year’s sales, one thing stood out: All my larger sales were partially or entirely made up of automated window treatments. And that trend is only moving higher.
It stands to reason that motorized treatments will soon become more important to your sales pitches. If you are someone who is just starting to sell remote-controlled window coverings—or is just getting ready to add them to your product list—these are the areas you must master in order to provide the best service to clients. batteries, a plug-in transformer or a hardwired system.
Batteries: These are mostly used for existing construction. No electrician is involved. The benefit to battery-powered shades is that they’re the least expensive option and, in most cases, the installation and programming is done in one visit. The con is that the batteries will need to be replaced every six months to one year depending on the size of the shade and the number of times it is opened and closed per day. For larger shades (anything over six feet), the shade will require more “juice” from the batteries, which will deplete them quicker.
Power Sources
Motorized shades must have some sort of “fuel” to power the motor. Typically, that fuel comes from one of three sources: Plug-in transformer: The advantage of plug-in power versus batteries is the convenience of not needing to replace batteries and the ability to power larger shades. Typically there are two types of plug-in power: low voltage and line voltage.
For low voltage, depending on the manufacturer of the motor, there are three voltages: 12, 18 and 24 volts. Those motors will be supplied with a plug-in transformer (similar to a larger version of a cellphone charger).
There is also a line voltage plug-in motor. Usually they have a larger motor with a more robust lift capacity that uses a 110volt regular outlet.
In both cases, an installer will need to find a way to hide the excess wiring. Also, it is very important to first check for outlets near each shade, as no homeowner will want cables dangling around the house. Also, be aware that in some cases an electrician will need to install outlets near the windows so no wires are exposed.
Hardwired or home-run systems: This is the system that has the most upfront cost, since it involves more planning and having open walls. Usually this application is used when the house is being built or remodeled. The idea is to run a wire (cable) from each window all the way to a central location where an electrical panel will supply the required power for each shade.
On larger homes, it is common to see several locations throughout the house where power panels are installed. The decision about distributing panels is mainly based on the layout of the home, accessibility and cost. Also, a power panel has a limited number of outputs. If there are more shades than the number of outputs, multiple power panels will be required.
Hardwired systems have the cleanest look since no wires are exposed. However, it is the most involved when it comes to installing and programing the shades. Typically, it requires multiple trips to the job site to discuss wire placement with the general contractor and electrician. Sometimes there is an audio/visual contractor responsible for integrating the shades into a smart-home system, so you will need to coordinate with that person as well.
Controllers
Once the power option is decided, the next step is to work with your client to decide how the shades are going to be operated. It is very important to set expectations and understand their lifestyle and needs when deciding on a controller. There are several options, such as handheld remotes, desktop controllers, smartphones, wall keypads, timers or operating the shades via a third-party system. The good thing is that if their needs change, adding controllers is simple. But you want to help them make the right decision for their needs in the beginning.
Mounting
The final step in the process is to determine how the treatments are going to be installed. When dealing with manual shades, it is almost a no-brainer to choose the inside mount as the preferred mounting option. However, when dealing with remote-controlled products, it is not so obvious. You must consider the added parts such as battery wands, wires and space for connections.
Another important thing to consider is the “traveling path” of the shades. When operating a manual shade, the homeowner is standing by as the shade is raised or lowered. If it gets caught on something, such as a window crank, there is a person nearby to assist in freeing the fabric. Now imagine pressing a button on the remote and watching several shades get caught on something at the same time. That could cause permanent damage to the shades.
The expertise of the window treatment pro is so important in this area. With new construction, I often suggest the contractors build soffits in front of the windows to install the shades. That way the treatments will be placed farther away from obstructions such as door handles and window latches.
Final Thoughts on Motorization and Customer Service
Ultimately, it’s important that you don’t rush on those complex projects. If the client wants a price for budgeting purposes, I suggest that you overestimate sizes and the number of controllers.
Also, never promise to get an installation done using your typical time frame for regular blinds. I tell my clients that large motorization projects take between eight and 12 weeks.
If you feel the job is too large for you, be up front with the client and mention that your expertise is limited. You will be much better off showing your limitation than trying to perform something out of your league. Find one or two people who specialize in motorization that you can refer these clients to until your own knowledge is great enough that you feel comfortable taking on large projects. z
