Does one star plumber carry the customer relationships at this plumbing company?
Test it with the records. Check whether customers ask for that plumber by name, whether repeat jobs follow the person or the company, and whether other plumbers hold any relationships. If one person carries most of them, treat that as a central risk and plan for it.
Begin with the job history. Ask for repeat customers and see which plumber handled each visit. If the same name appears next to most of the loyal accounts, the relationships may belong to the person. Also check how bookings arrive: by direct call to that plumber, through the office or through advertising. Then talk to the plumber. Ask openly about their plans, what would keep them and what would make them leave. Their interest in staying matters as much as their skill. Listen for signs of wanting their own business, since a departure could take customers along.
Ask customers, with the seller’s agreement, who they think of when they call. Their wording will show whether they value the company or the individual. Reviews that name one person point the same way. Consider ways to spread the risk: pairing the star with other plumbers on visits, documenting customer notes in a shared system and offering a defined role in the new structure. Your lawyer can advise on agreements that suit your situation.
Another useful test is a short absence. If bookings and satisfaction held when that plumber was on holiday or ill, the relationships likely belong to the company as well.
Key takeaways
- Match repeat customers to the plumber who served them.
- Talk with the star plumber about their plans before you commit.
- Plan to spread relationships across the team once you take over.
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Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentHow to conduct due diligence when buying a business
- 02Business Development Bank of CanadaGovernmentWhat are the steps to buying a business?
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