Introduce the successor’s role

When responsibility changes, share the new colleague’s profile with an explanation of what they will handle. Their biography and relevant experience can help the customer understand the transition. Avoid implying that the new person has already reviewed every detail if that has not happened.

Preserve the customer’s existing context

Internally, transfer the agreed actions and important background through the appropriate process. The profile provides the human introduction, while the working record preserves continuity. A clear handover can reduce the feeling that the customer must restart the relationship with a stranger. Keep the previous contact route updated so future enquiries reach the right owner.

Imagine this

Hypothetical scenario

A hypothetical account transition includes an introduction to the new lead’s profile and a clear summary of the next agreed action. The customer knows whom to contact and does not need to explain the project from the beginning.

Make it practical.

Use this checklist as you read. Checks are not stored.

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