Client handover email that keeps the relationship intact
You are leaving, changing roles or passing an account to a colleague, and the client is nervous about starting over. A good handover has two parts: a warm email introducing the new contact to the client, and an internal brief so your colleague does not ask the client questions you already know the answers to. This prompt has your todo.is agent write both from your notes.
The prompt
- Write a client handover email to [CLIENT NAME AND COMPANY] introducing [NEW CONTACT NAME AND ROLE], who takes over from me on [HANDOVER DATE]. Reason for the change: [REASON]. Say why the new contact is a good fit, confirm that ongoing work continues as agreed, and propose a 30-minute three-way intro call. Under 160 words, warm and reassuring. Then, from my notes [ACCOUNT NOTES OR ATTACH FILE], write an internal handover brief for my colleague as a Word document: key contacts, contract and renewal dates, open projects with status, recurring tasks, preferences and sensitive topics. Save the email as a Gmail draft. Do not send it.
What to change
- [CLIENT NAME AND COMPANY]: E.g. "Erin Walsh at Coastline Dental".
- [NEW CONTACT NAME AND ROLE]: E.g. "Raj Patel, Senior Account Manager".
- [HANDOVER DATE]: E.g. "1 December".
- [REASON]: E.g. "I am moving to our new Berlin office" or "I am leaving the company". Keep it short.
- [ACCOUNT NOTES OR ATTACH FILE]: Paste notes, or attach the account file, CRM export or past emails.
Example result
- The email to the client
- Subject: Introducing Raj, your new account manager from 1 December
- Hi Erin,
- I wanted to let you know personally that I am moving to our new Berlin office, and from 1 December Raj Patel, our Senior Account Manager, will look after Coastline Dental.
- Raj has run accounts for several dental and medical clinics, and he already knows your booking campaign and monthly reporting. Your current work continues exactly as agreed, and I will stay closely involved until the end of November.
- Could we set up a 30-minute call next week, the three of us, so Raj can hear your plans for the new year first-hand?
- It has been a pleasure working with you.
- Warm regards,
- Lucy
- Internal handover brief (Word file, summary)
- Key contacts
- • Erin Walsh, practice manager, decision maker. Prefers email, replies fast before 9:00
- • Dr Hayes, owner. Joins only quarterly reviews
- Contract
- • Monthly retainer, renews 31 March. Price review clause in February
- Open items
- • Spring booking campaign: brief approved, ads go live 15 Jan
- • Monthly report: due 3rd working day of each month
- • Website accessibility fixes: waiting for their content
- • Invoice 1043: paid late twice; gently remind on day 5
- Good to know
- • They disliked stock photos of smiling models; use photos of their own clinic
- • Do not bring up the old agency; it ended badly
- Handover checklist
- • Introduce in writing, then on a call
- • Share passwords through your company's password tool, never by email
- • Stay CC'd for 2 to 4 weeks if you are still at the company
How to do it with todo.is
- Copy the prompt and fill in the client, the new contact, the date and the reason.
- Paste it into todo.is and attach your account notes, CRM export or a few key email threads.
- You get the client email as a draft and a Word handover brief to share with your colleague.
- Review both, send the email with your colleague in CC, and ask your agent for handovers for your other clients.
Tips for a better result
- Send the handover email yourself, not from the new contact. The client trusts you, so let that trust transfer.
- Tell the client before the change happens, ideally two to four weeks ahead.
- Put sensitive things in the internal brief only, never in the client email.
- If you have many clients, attach a spreadsheet with one row each and ask for one email and brief per client.
client handover email: FAQ
- How do I hand over a client to a colleague? Tell the client personally, introduce the new contact by email, hold a short three-way call and give your colleague a written brief with contacts, open work and preferences.
- What should a client handover email say? Who is taking over and when, why they are a good fit, that work continues as agreed, and an offer of an intro call.
- Should I say why I am leaving the account? A short, neutral reason helps, like a new role or office. You do not need to share details.
- Is my client data safe in todo.is? Files you attach stay in your own agent workspace and only your agent uses them. Share passwords through a password manager, not in notes.
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