What to hand over
- The accepted quote and any agreed changes
- What the customer cares about most (deadline, budget, quality, disruption)
- Anything promised verbally, written down
- Key contacts and how they prefer to be reached
- Site or access details and any risks
- Payment terms and deposit status
Do it in the system, not in a corridor
A quick chat is useful, but the handover should be written where the delivery team will look. If it lives on the customer record, it’s still there when someone else picks up the job later.
In NovaSoft One the deal, accepted quote, notes, tasks and project all sit on the same customer record, so the delivery team starts with the full story.
A handover note template
| Heading | Example |
|---|---|
| What we’re doing | Office fit-out, two meeting rooms and reception, per quote Q-1042. |
| What matters most to the customer | Finished before 30 March opening. Minimal noise during business hours. |
| Promises made | Work after 5pm on noisy days. Weekly progress photo by email. |
| Key contacts | Priya (owner) for decisions, Tom (office manager) for access. |
| Site details | Parking in rear lane. Alarm code from Tom on day one. |
| Money | 30% deposit paid. Balance on completion. |
Make it a habit
The handover only works if it happens every time. Make it a step in your process: a deal can’t be marked as ready for delivery until the handover note is done. It takes ten minutes and saves hours of confusion and rework.
Close the loop with sales
When the job finishes, tell the person who sold it how it went. Did the customer get what they expected? Were there surprises? This feedback improves future quotes and makes the next handover better.
Handover in a very small business
Even if the same person sells and delivers, a short written summary helps. It captures promises made weeks earlier, helps a colleague step in if you are sick and gives you a record if the customer later disputes what was agreed.
Common handover failures
- Verbal promises that never get written down.
- The delivery team learning the deadline from the customer.
- Site access details buried in an old email.
- The wrong version of the quote being used.
- Nobody telling the customer who their new contact is.
Each of these is fixed by the same habit: a short, written handover in the place the delivery team already works.
Quick checklist
- Use the same handover template every time.
- Include the accepted quote and any agreed changes.
- Write down every verbal promise.
- Record key contacts and how they like to be reached.
- Include site access details and risks.
- Have the delivery lead introduce themselves to the customer.
- Tell sales how the job went when it finishes.
Confirm with the customer
Have the delivery lead introduce themselves and restate the key points: “Just confirming we’re starting on the 12th and you’d like the work finished before your opening on the 30th.” It catches misunderstandings early.
Common questions
What is the most important thing to hand over?
Anything promised to the customer that isn’t in the written quote.
Should the customer be told about the handover?
Yes. Have the delivery lead introduce themselves and confirm the key details.
How long should a handover take?
Ten to fifteen minutes for most jobs, using a consistent template.
This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.