Client Knowledge Handoff (Handoff)

Client Knowledge Handoff (Handoff)

1. 01

   Freeze the outgoing owner's working notes 48 hours before the last day

   Ask the departing account lead to stop editing live pages and instead dump raw context (open threads, client preferences, unresolved asks) into a single staging doc so nothing gets overwritten mid-transfer.

2. 02

   Map every recurring client deliverable to its source document

   List each retainer output (monthly report, creative brief, campaign recap) and link the template or wiki page that produces it, flagging any deliverable that currently lives only in someone's head.

3. 03

   Run a gap check against the last two quarters of client communication

   Pull Slack threads and email for the account and confirm each decision, approval, or scope change is captured somewhere searchable, not just in a private DM.

4. 04

   Assign a named owner and a backup for each knowledge area

   Split the account into functional zones (strategy, reporting, vendor contacts, platform access) and give each zone a primary and secondary owner so a single departure never orphans a topic.

5. 05

   Verify access and permissions transfer before the handoff meeting

   Confirm the incoming owner can actually open the tools, dashboards, and shared drives referenced in the docs; a wiki page pointing at a resource nobody can access is worse than no page.

6. 06

   Walk the incoming owner through three live client scenarios

   Have them narrate how they would handle a scope-creep request, a missed deadline, and a reporting question using only the documented knowledge, then patch whatever they could not answer.

7. 07

   Set a 30-day review date to catch what the handoff missed

   Schedule a check-in a month out to log any question that came up in delivery and was not findable in the knowledge base, then fold those answers back in.