What should I tell my HVAC customers on service plans when the company is sold?

Timing matters. Customers who hear from someone else first may worry. Agree the date and wording with the buyer, then reach plan members in a way that suits them: a letter or email for most, a phone call for long-standing or high-value accounts. Keep the message simple. Introduce the buyer in a sentence or two, explain that technicians and contact numbers stay the same if that is true, and invite questions. Customers care about three things: will the visits happen, will the people they know still come, and will anything change on their bill.

Be careful with promises. If you do not know whether terms will change, say that the buyer will contact them about any change. Let your lawyer confirm how existing plan agreements pass to the new owner and whether anything must be said in writing. Prepare the team too. Technicians and office staff will get questions, so give them a short script. Follow up on the first scheduled visits after the sale to confirm they went smoothly.

Think about the follow-up as well. A short thank-you note after the first visit under the new owner shows customers the service they were promised is arriving, and gives them an easy way to speak up.

Key takeaways

• Agree the message and timing with the buyer before anyone is told.
• Answer the three questions customers care about: visits, people and billing.
• Brief your staff so they give the same answers.