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A customer who understands their system in plain words calls less, trips less and trusts more. This is the ten-minute script — delivered at the unit, display on.

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Before you start

  • Commissioning complete, all witness tests passed, settings snapshot taken.
  • The DO/DON’T card and the handover form printed and in hand.
  • Both decision-makers of the house present if possible — the walkthrough sticks better.

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The script, in plain words

1. What it does all day. “Solar powers your home first. Extra solar charges the battery. Only after that does anything touch the grid. At night the battery takes over — and the grid is the backstop.” Adapt the emphasis to the mode configured for this site (self-use / backup-reserve / time windows) and say what this house is set to do. 2. What happens in a power cut. “The essential circuits we wired — point at the essential DB — keep running from the battery. The rest of the house waits for the grid. Big appliances stay off backup: that is what keeps the lights on longest.” Full expectations: Backup Can & Can’t. 3. What the screen tells you. Walk the live display: where power is flowing now, the battery percentage, what an alarm looks like. Two minutes here saves ten calls — the tour script is Display Walkthrough. 4. What you should do — and never do. “Glance at the battery percentage now and then. If a message with a code appears, photograph it and call Kent — don’t switch things off and on repeatedly.” Leave the DO/DON’T card: Warranty-Safe Usage. 5. Emergency stop. Show, physically: “If you ever see smoke, smell burning, or water is getting in — switch OFF these two labelled switches (the battery breaker and the AC isolator) if they are safe to reach, keep everyone away, and call Kent service. Never touch cables or open anything.” 6. Who to call. One number: Kent service. Put it on the card, in their phone, on the DB door.

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Close it properly

  • Questions invited and answered — then the handover form signed together: walkthrough given, card left, contact saved. 📷

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Common mistakes

  • Explaining at the laptop instead of at the live display — nothing sticks.
  • Skipping the emergency-stop demonstration because “it never happens”.
  • Promising behaviour the settings don’t implement — say what this configuration does.
  • Leaving no written trace — the form and card are the memory of this conversation.

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When to escalate