A Courteous Client Handoff

Last week I worked with a group of applications support engineers who respond to clients' requests in email 24 hours a day. They have an efficient client-communication habit, and I want to share it with you. 

When an engineer refers a client's question or problem to someone else on the team–often on another shift–he lets the client know about the handoff. (I say "he" because the entire team is male.)

Clients learn the name of their new support contact and a general time that the new contact will respond to their question or problem.

This thoughtful habit helps clients feel informed, and it prepares them for follow-up from a different person. It also saves clients time, since they don't write repeatedly to the wrong person.

It's just a simple, smart tip I wanted to pass on.

Could you do handoffs, referrals, or introductions more efficiently?

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  1. It’s also very human. In a world of automated email replies, just knowing you’re dealing with real people can make such a difference.

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