Retainer Knowledge Handoff (Handoff)

Retainer Knowledge Handoff (Handoff)

1. 01

   Freeze the source-of-truth list 10 business days before the outgoing owner's last day

   Name every system holding client context (wiki pages, Slack channels, shared drives, project boards) and mark each as authoritative, duplicate, or archive-only so the incoming owner knows where to look first.

2. 02

   Tag each asset with a confidence level and a named verifier

   Split content into verified (reviewed in the last 90 days), stale (older than two quarters), and unverified (no owner on record). Anything unverified gets a reviewer assigned before it transfers.

3. 03

   Run a live walkthrough of the three highest-traffic client workflows

   Screen-share the actual sequence for a recurring deliverable, a client escalation, and a monthly report, recording the session so the incoming owner can replay it instead of reconstructing steps from notes.

4. 04

   Convert verbal context into written entries the same day it is spoken

   Client preferences, approval quirks, and vendor contacts that live only in someone's head are the first things lost at turnover. Capture them in the knowledge base within 24 hours of the walkthrough.

5. 05

   Assign a single accountable owner per workspace section

   Shared ownership is how documentation rots. Each section of the knowledge base gets one name attached, and that person is responsible for the next review date.

6. 06

   Set a 30-day post-handoff review with the client-facing lead

   Book the check-in before the outgoing owner leaves. The review confirms the incoming owner can answer the five most common client questions without asking a colleague.

7. 07

   Archive, do not delete, superseded pages

   Retired process docs stay searchable with a banner pointing to the replacement. Deleting them destroys the audit trail agencies need when a client asks why a decision was made.