Customer handover is the transition from the salesperson to the team that will carry out the order. This is where the most disappointment arises: the salesperson promised a deadline and a scope, the delivery team does not know about it, and the customer has to repeat themselves. The handover should therefore include a written record of all agreements, including verbal promises, a joint meeting with both sides present, and a clear announcement of who will be the point of contact from now on. The salesperson should not disappear immediately but stay in touch during the first few weeks, since that is exactly when the relationship is either cemented or falls apart. It is useful for the company to measure satisfaction shortly after start-up, when any misunderstanding can still be fixed without losing the customer. It is also worth introducing a simple checklist, without which the order is not handed over into delivery.
See also: Customer onboarding, Customer experience, Brand promise.
