Client handovers
Client handovers that keep the relationship.
When someone hands a client or account to a colleague, Handover Pro passes on the contacts, commitments and dates the new owner needs, and moves the client's files and sites with an approved plan.
What goes wrong
The same problems, every time.
Contacts and context
Who is who at the client, and how each of them likes to work.
Promises outside the contract
What was agreed in a meeting or a call and never written into the contract.
Dates that cannot be missed
Renewals, billing and delivery dates that only the old owner was watching.
Open issues
Complaints and requests that are halfway through when the owner changes.
The interview
Questions written for this kind of handover.
Alongside a question for every gap the map finds, Handover Pro asks questions like these. The person answers in their own words, and every answer can be cited in the document.
- Who are your main contacts at the client, and what does each one do?
- What has been agreed with the client that is not in the contract?
- Which renewal, billing, contract or delivery dates are coming up?
- What open issues, complaints or requests does the client have?
- How does the client like to be contacted, and how often?
Step by step
The same eight stages, tuned for this handover.
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1
Map
Coordinator
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2
Gaps
Coordinator
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3
Interview
Person handing over
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4
Document
Coordinator
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5
Sign-off
Person handing over
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6
Access plan
Coordinator and approver
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7
Acceptance
People taking over
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8
Seal
Coordinator
A check-in 60 days on.
The client's files and sites move to the new owner through the access plan. Add deadlines to my calendar saves the key dates, with a check-in 60 days after the handover date to make sure the new relationship is working.
For agencies, consultancies and MSPs
If your people look after client tenants or client accounts, every roll-off follows the same steps and leaves a record you can show the client.
Other kinds of handover