How do I introduce a new owner to my janitorial supply accounts?

Janitorial customers care about reliable deliveries and a familiar face, so continuity is your message. Start by making a profile for each account: contact names, what they buy, how often, preferred delivery days, special pricing and payment record. Note the accounts that can be touchy, such as a facility manager who dislikes surprises.

Next, plan the introductions. Visit your largest accounts together, and phone or write to smaller ones. Say plainly that the products, prices and service people stay the same, if that is true. Let the new owner ask questions and hear customer concerns. Ask customers whether they would like a particular contact for orders and problems.

Also hand over the money side. Share the accounts receivable list, who tends to pay late, and what is owed to suppliers. Ask your accountant how outstanding balances should be dealt with at closing, and your lawyer how customer information may be passed along. Agree in writing how long you will help, who handles calls during the changeover, and when you step back. Check in after a few weeks to see whether any account is drifting. Finally, keep notes on any promises you made to customers, such as standing discounts, so the new owner is not surprised later.

Key takeaways

• Build a one-page profile for each account, including payment habits.
• Introduce the new owner in person to your biggest accounts first.
• Agree who answers customers during the changeover, and for how long.