Will customer relationships carry through an owner handover?

Start with the work, not just the customer name

For each relationship, list the recurring situations: routine orders, delivery changes, product questions, pricing exceptions, and complaints. Record who handles each today. You may find that a large account already knows several people in the business, while a smaller account relies almost entirely on you. Keep this working map private; customer identities do not belong in a general introductory form.

Distinguish familiarity from a repeatable process

Consider a fictional packaging distributor whose owner knows why a customer needs a particular carton before a seasonal shipment. If the order history contains only a product code, a colleague may miss the reason for that choice. A useful handover would record the verified specification, the approved source of information, and who can answer changes. It would not assume that a different product is suitable or that a customer will accept a new contact.

Make a relationship map

Use one row for each account or account group, with an internal reference that is meaningful to your team. The map should help you locate the evidence and decide who needs to learn what.

• The regular order contact and the person who handles exceptions.
• What the customer relies on the business to do.
• Where specifications, commitments, and order instructions are recorded.
• Who can act as a backup and what authority they already have.
• One introduction, document, or supervised task that would improve coverage.

Check the handover in ordinary work

Start with a routine interaction already within a colleague’s responsibilities. Discuss the background, verify the instructions, and review the result together. Record what still required your involvement. Keep technical approvals, pricing limits, and customer communication responsibilities intact. A documented handover is useful evidence of preparation, but it does not guarantee that any customer will stay after a sale.

Connect the map to the sales report

The customer-concentration worksheet shows the share of sales represented by your largest customer and top five customers. Use those percentages to decide which relationships deserve a closer explanation. They do not measure relationship quality or establish a valuation. Bring the operating context and the numbers together when you discuss preparation with your advisers.