This is what a Handoff Review leaves behind. The company is invented and the map is an example, not a client's work. Pick a handoff to see who owned it before the review and what the team agreed after.
The job, stage by stage
Handoffs with an agreed definition of done: 0 of 6Handoffs with an agreed definition of done: 6 of 6
Inquiry
Site visit
Quote sent
Accepted
On the job
Walkthrough
Invoiced
1 Inquiry to site visit
Before
Owner
Whoever picks up the phone
Next action
Write it on the office whiteboard
Done when
Not defined
Calls taken in the van sometimes never reach the board.
After
Owner
Office coordinator
Next action
Log the call in the shared job list and offer two visit times the same day
Done when
The visit is on the estimator's calendar and the customer has a confirmation
2 Site visit to quote
Before
Owner
Estimator, once back at the office
Next action
Type up the notes
Done when
Not defined
Measurements stay in a notebook until there's a quiet afternoon.
After
Owner
Estimator
Next action
Fill in the quote template on site and send the room photos to the office
Done when
The quote is sent within two working days and a follow-up date is set
3 Quote to decision
Before
Owner
Nobody in particular
Next action
Wait for the customer to call back
Done when
Not defined
Undecided customers hear back only if someone remembers them.
After
Owner
Office coordinator
Next action
Call on day five, then send a short email on day twelve
Done when
The customer has said yes, no or "ask me next month", and that answer is recorded
4 Accepted to on the job
Before
Owner
Owner
Next action
Fit it into the schedule
Done when
A start date was mentioned on the phone
Crew leads learn the colours and rooms on the morning of the job.
After
Owner
Owner, with the crew lead
Next action
Book the dates and send the job sheet (rooms, colours, access) to the crew lead
Done when
The crew lead has confirmed the job sheet two days before the start
5 On the job to walkthrough
Before
Owner
Crew lead
Next action
Tell the customer the job is finished
Done when
The crew has left
Touch-ups are spotted after the crew has moved to the next house.
After
Owner
Crew lead
Next action
Walk every room with the customer using the touch-up checklist
Done when
The customer signs the checklist, or a touch-up visit is booked
6 Walkthrough to invoice
Before
Owner
Office, when they hear about it
Next action
Send the invoice
Done when
Not defined
The office sometimes learns a job is finished from the customer.
After
Owner
Office coordinator
Next action
Invoice the same day the signed checklist reaches the shared job list
Done when
The invoice is sent and a payment-check date is on the calendar