How to Vet an Office Technology Vendor’s References the Right Way

You’ve narrowed down your list of technology vendors. You’ve seen the demos. You’ve read the proposals. And everything sounds great.

Now comes the moment where most buyers make one of two mistakes:

1. They skip the reference check entirely.
   
   
2. They ask vague questions like “Are you happy with them?” and check the box.
   
   

But here’s the truth: vetting references the right way can save you from making the wrong decision, and help confirm when you’ve found the right partner.

In this article, we’ll show you exactly how to approach a vendor reference check, what questions to ask, what red flags to watch for, and how to make the most of the opportunity.

Why Reference Checks Matter More Than You Think

Let’s be honest. Sales presentations are designed to impress. Websites are curated. Proposals are carefully written. What you really want is the unfiltered version of what it’s like to work with a technology vendor, after the contract is signed.

That’s where reference calls come in.

Speaking with current or past clients gives you insight into:

• Service quality
  
  
• Support responsiveness
  
  
• Billing transparency
  
  
• Real-world results
  
  

A good vendor won’t hesitate to offer references. A great and well-qualified vendor will welcome it.

When to Ask for References in the Buying Process

You don’t need to wait until the final decision to ask for references.

In fact, the best time is after you’ve shortlisted vendors, but before you’ve signed anything. This gives you time to:

• Compare feedback between vendors
  
  
• Validate promises made during sales meetings
  
  
• Address any lingering concerns before moving forward
  
  

Come prepared. Before the call, know which services the reference uses and prepare specific questions based on your needs.

What Makes a Reference “Good” vs. “Unhelpful”?

Not all references are equally useful. Here’s how to tell the difference.

Green Flags:

• The reference is in your industry or has similar needs
  
  
• They’ve used the vendor for more than six months
  
  
• They’re open to sharing both pros and cons
  
  
• They’re using the same service package you’re considering
  
  

Red Flags:

• The vendor only offers one reference or delays providing them
  
  
• The reference doesn’t seem familiar with the service
  
  
• They give generic praise but dodge specifics
  
  
• They talk about the sales process but avoid post-sale support

10 Questions to Ask a Technology Vendor’s References

Here are 10 smart, open-ended questions that lead to meaningful answers:

1. What services are you using from this vendor?
   Make sure it aligns with what you're buying.
   
   
2. How long have you worked with them?
   A longer relationship suggests consistency.
   
   
3. What was the onboarding or setup process like?
   This reveals how well the vendor handles transitions.
   
   
4. How responsive is their support team?
   Ask about typical response times and ticket handling.
   
   
5. Have you had any issues, and how were they resolved?
   You’re not looking for perfection—you’re looking for accountability.
   
   
6. Do their services perform as promised?
   This checks alignment between sales and service.
   
   
7. How do they handle billing and communication?
   Transparency here often reflects the vendor’s values.
   
   
8. Would you choose them again today?
   The most honest litmus test of satisfaction.
   
   
9. What’s one thing you wish had gone differently?
   This invites constructive feedback that’s often more revealing.
   
   
10. Have they helped your business grow or improve?
    Tells you whether the vendor is just a provider or a true partner.
    
    

How to Spot Red Flags During a Reference Call

Watch for these subtle signs that a vendor may not deliver:

• Vague or overly scripted answers
  Genuine experiences are nuanced. If every answer sounds rehearsed, dig deeper.
  
  
• Lack of familiarity with your service type
  If the reference doesn’t use the services you’re evaluating, the insight may be limited.
  
  
• Overemphasis on sales or friendliness
  You want to hear about implementation, support, and long-term satisfaction—not just that “they were great to work with at the beginning.”
  
  
• Hesitation or discomfort
  If the reference sounds cautious or unsure, trust your gut.

What You Shouldn’t Ask (But Often Do)

Certain questions seem helpful, but don’t lead to useful information.

Avoid:

• “Are you happy with them?”
  Too broad. Push for why or why not.
  
  
• “Is everything working fine?”
  Almost no system is flawless. You want to know how problems are handled, not whether they exist.
  
  
• “Would you recommend them?”
  Fine to ask, but only after you’ve asked for detailed reasoning.
  
  

Your goal is not to confirm what you hope to hear; it’s to understand the real experience.

How AIS Supports the Reference Check Process

At AIS, we believe transparency builds trust. That’s why we:

• Offer multiple references from clients of different industries and sizes
  
  
• Provide contacts who are actively using the same services you’re considering
  
  
• Encourage you to ask hard questions, not just surface-level ones
  
  
• Follow up after your reference call to answer anything it uncovered
  
  

We want you to feel confident in your decision, not pressured.

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