What should I ask about a smart-home installer’s ongoing service customers?

Request a customer list showing which clients pay for continuing support, what they receive and what they are charged. Compare it with invoices to confirm the money arrives regularly. Separate customers on a written agreement from those who simply call when something breaks. The two groups behave differently when ownership changes.

Next, look at the work. How often does the typical customer need a visit? Are problems solved remotely or on site? Which technician knows each home? Ask for complaints, cancelled plans and the reasons. Your lawyer should read the agreements for assignment, liability and any promises about response time that a buyer would inherit.

Finally, think about continuity. Meeting some customers, with the seller’s consent, shows whether they value the company or one person. Ask the seller how plans are renewed and whether prices have changed. If you will borrow to buy, a lender may look at how steady this income is, so ask your accountant how to present it, and plan the first weeks after closing carefully. Ask what happens when a customer’s equipment is discontinued or no longer supported. A fair service base has a plan for that, while a weak one leaves customers waiting. It shows how the installer treats people after the sale.

Key takeaways

• Separate customers on written service plans from call-when-broken ones.
• Check invoices to confirm the recurring income is real.
• Ask which technician knows each customer’s home.