Client Handover Checklist for Retail & E-commerce

# Client Handover Checklist - Retail & E-commerce

## Purpose
Use whenever a team member leaves, goes on leave, or a client is reassigned to maintain service quality during transitions.

## When to Use
A structured handover checklist for transferring a client between team members or departments, ensuring continuity and no loss of context.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your retail & e-commerce business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (HubSpot or Asana)

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## Client Handover Checklist

### Client Background (Owner: Outgoing Account Manager)
- [ ] Client relationship summary written (how long, key milestones, current sentiment)
- [ ] Primary and secondary contacts identified with preferred communication methods
- [ ] Client personality notes shared (communication style, preferences, pet peeves)
- [ ] Contract details reviewed: scope, terms, renewal date, and pricing
- [ ] Any special arrangements, discounts, or verbal agreements documented

### Active Work (Owner: Outgoing Account Manager)
- [ ] All active projects listed with current status and next steps
- [ ] Outstanding tasks or commitments identified with due dates
- [ ] Pending proposals or quotes flagged with follow-up dates
- [ ] Upcoming deadlines or deliverables highlighted
- [ ] Any blockers or risks documented with recommended actions

### Documentation & Access (Owner: Outgoing Account Manager)
- [ ] All client files and documents stored in the shared drive (not local folders)
- [ ] CRM record updated with latest notes, contact details, and activity history
- [ ] Relevant email threads forwarded or summarised for the incoming manager
- [ ] Login credentials or shared tool access transferred (if applicable)
- [ ] Meeting notes from recent client meetings saved and accessible

### Transition Communication (Owner: Account Director)
- [ ] Introduction email drafted introducing the new account manager to the client
- [ ] Joint handover call or meeting scheduled (outgoing, incoming, and client)
- [ ] Client reassured about continuity of service and quality
- [ ] Internal team notified of the account reassignment

### Post-Handover (Owner: Incoming Account Manager)
- [ ] Follow-up call or meeting with client completed within first week
- [ ] All active tasks and projects reviewed and added to personal task list
- [ ] Questions documented and answered by outgoing manager before transition complete
- [ ] CRM ownership updated to reflect new account manager
- [ ] 30-day check-in with client scheduled to ensure smooth transition

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**Complexity:** simple | **Setup time:** 10 minutes | **Tools:** HubSpot, Asana, Notion

Note: This template has been tailored for retail & e-commerce businesses in Australia. Adjust terminology and compliance references to match your specific context.