Sales to Delivery Handover: Making the Client Feel One Team
Pass everything the delivery team needs so the client never repeats themselves.
What delivery needs to know
Before the kickoff, write a handover note: the client's goal in their words, the people and their roles, the agreed scope and success measure, promises made during the sale, sensitivities such as data concerns, and dates. Share it with whoever sets up the workspace or builds the app, whether that is your team or a build partner.
- Goal in the client's words
- People and roles
- Scope and success measure
- Promises made during the sale
- Sensitivities and dates
Run a joint kickoff
Introduce the delivery lead on a short kickoff call and stay on it. Repeat the goal and measure, confirm the first week's plan and what the client must provide. The client should feel the people they met in sales are still there, now with the team that will do the work.
Stay close after the sale
Check in after the first week and after the first results. Sales people who stay involved hear about upgrades and referrals first. In partner models, such as white-label builds with XDQ Labs, you remain the client's face throughout, so your presence matters even more.
Worked example: a smooth kickoff
After closing a reminders pilot with a clinic group, the reseller wrote a handover note: the owner's goal of fewer no-shows, the practice managers involved, the pilot scope and measure, a promise to keep messages in the clinic's tone and a concern about patient data. The onboarding lead read it before the kickoff.
On the kickoff call the reseller introduced the lead, repeated the goal and confirmed what the clinic needed to send in the first week. The owner later said it felt like one team from start to finish.
Common handover mistakes
Clients notice immediately when they must repeat themselves. A short note prevents it.
- No written handover
- Sales disappearing after signature
- Losing promises made during the sale
- Not confirming client inputs for week one
- Write a handover note with goals, people, scope, promises and dates.
- Run a joint kickoff and stay on it.
- Confirm what the client must provide in the first week.
- Check in after the first week and first results.
Write a handover note for a deal you are working on, using the five headings. Plan your kickoff agenda in five lines.
Check your understanding
1. Why write a handover note?
2. Who should attend the kickoff?
3. Why stay involved after the sale?
Turn what you learn into monthly income
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Templates from our playbooks
Copy ready templates with when to use each one and why it works.