Handoffs are where customer context can disappear. A consistent note and clear owner help a colleague continue the conversation without making the customer start over.
Start with the reader’s real question
Capture the reason for the handoff, relevant conversation summary, promised follow-up, due date, and person responsible. Notify the recipient and verify acceptance for urgent work.
Build a process your agency can maintain
Share only what the next person needs. Avoid copying sensitive details into broad channels or assuming a notification means the work was accepted.
Put the guidance into practice
Review a recent handoff that went smoothly and one that did not. Use the difference to create a short standard the whole team can follow.
Take the next step
Put your agency workflow in one place.
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