You’ve finished a consultation with a potential client. They’re interested in proceeding, you’ve explained the process, and the next step is to send the engagement documents.
You move on to your next appointment.
A few days later, the client contacts your office asking what happens next.
Your administrator thought you were preparing the documents. You assumed the administrator was handling them.
Nobody actually took responsibility.
This is a common problem when a migration practice starts growing and more people become involved in managing clients.
The handover between the consulting agent and administration needs to be clear.
After every consultation, someone should record the outcome, including:
- Whether the client intends to proceed.
- What was agreed and communicated.
- Which documents or information are required.
- Who is responsible for the next action.
- When that action should happen.
The information also needs to be accessible to whoever is handling the matter next.
Otherwise, the owner becomes the person everyone asks when they’re unsure what was agreed.
A simple handover process can prevent unnecessary delays, repeated questions and lost opportunities.
How do you manage the handover between the migration agent conducting the consultation and the person responsible for onboarding the client?