Client Handover Checklist for Marketing & Digital Agencies
A checklist for smoothly transitioning client relationships from a departing team member to their replacement, maintaining service continuity and client confidence.
Includes provisions for Australian Consumer Law (ACL), Privacy Act compliance for customer data, and ACMA spam regulations.
Complete Checklist
- 1Compile a list of all clients managed by the departing team memberCritical
- 2Assign each client to the appropriate replacement team memberCritical
- 3Brief the replacement on each client's history, preferences, and current status
- 4Review all active campaigns, proposals, and commitments for each client
- 5Identify any sensitive or at-risk client relationships that need special attentionCritical
- 6Schedule introduction meetings between the replacement and key clients
- 7Send a professional handover communication to each clientCritical
- 8Transfer all client files, notes, and correspondence to the replacement
- 9Update client records in the CRM with the new account owner
- 10Ensure the replacement has access to all relevant client-related systems
- 11Review any upcoming client deadlines or deliverables during the transition
- 12Discuss billing arrangements and any outstanding invoices for each client
- 13Follow up with each client after the transition to confirm they are satisfied
- 14Document any client feedback about the transition for process improvement
Frequently Asked Questions
How do we prevent client loss during a staff transition?
Communicate proactively and transparently. Ensure the replacement is well-briefed and can demonstrate immediate competence. Schedule face-to-face or video meetings rather than relying on email. Maintain or improve service levels during the transition period. Follow up after the handover to check satisfaction and address any concerns promptly.
How should we communicate the staff change to clients?
Notify clients before the departing team member leaves, not after. The communication should come from a senior manager, introduce the replacement by name, reassure the client that service will continue seamlessly, and provide the new contact details. Tailor the message for key clients with a personal phone call. Keep the tone positive and professional without sharing unnecessary details about the departure.
What information should be included in a client handover brief?
Include the client's business background, key contacts and their roles, communication preferences, campaign history and current status, any known sensitivities or preferences, upcoming deadlines, billing arrangements, and the relationship health assessment. The more context the replacement has, the smoother the transition will be for the client.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.