You have it? Tips for successful business handoffs
-
Upload
ian-lurie -
Category
Leadership & Management
-
view
1.569 -
download
0
description
Transcript of You have it? Tips for successful business handoffs
![Page 1: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/1.jpg)
‘YOU HAVE IT?’ TIPS FOR SUCCESSFUL BUSINESS HANDOFFS
BY IAN LURIE @PORTENTINT PORTENT, INC
PORTENT.COM
![Page 2: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/2.jpg)
CEO & Founder
![Page 3: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/3.jpg)
3
What’s a handoff? Why do we care? How do we do it right?
This is what I’m going to talk about.
![Page 4: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/4.jpg)
![Page 5: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/5.jpg)
5
Wrong.
That’s awfully narrow, don’t you think? It’s about more than sports.
![Page 6: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/6.jpg)
6
HANDOFF Passing a critical item from one person to another.
That’s more like it.
![Page 7: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/7.jpg)
Yeah, you can hand off a football.
![Page 8: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/8.jpg)
1000 px
For your businessFor you
Logo
Fitness equipment Get fit, stay fit
Product content specific to B2C
text Search
243,000f Like this on Facebook
5,432
+1 this on Google
9,410Tweet this
By Portent, Inc. May 17, 2012
More about the product specific to B2C, with images
Company information
Footer
Cardio Strength Flexability Kinesis Functional The Method Wellness Integration Fitness PlansAccessories
Click a tab and you're taken to a new page where you get content focused on B2B or B2C. Unique content, not the same stuff w/ different images.
5,432
Pin it
…or a wireframe...
![Page 9: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/9.jpg)
…or a report…
![Page 10: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/10.jpg)
…or a really pretty dashboard…
![Page 11: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/11.jpg)
…and most important, a task.
![Page 12: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/12.jpg)
Handoffs are the space between deliverables.
![Page 13: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/13.jpg)
Handoffs are a kind of dark matter, holding everything together, but invisible…
![Page 14: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/14.jpg)
seriously?
…until, of course, you do it wrong. At that point, you fumble…
![Page 15: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/15.jpg)
…or leave someone high and dry.
![Page 16: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/16.jpg)
But my favorite analogy, and lesson, is target shooting.
![Page 17: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/17.jpg)
Squishy liberal that I am, you’d think I’d hate anything that goes ‘pew’ or ‘twang’.
![Page 18: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/18.jpg)
makes no sense, right?
But I quite like target shooting. As long as the targets are paper.
![Page 19: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/19.jpg)
you have it?
A friend of mine was once showing me a rifle, and as he handed it to me, he asked “You have it?”
![Page 20: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/20.jpg)
you have it?
I HAVE IT.
Until I answered, “I have it,” he didn’t release it.
![Page 21: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/21.jpg)
you have it?
I HAVE IT.
Best. Handoff. Ever.
![Page 22: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/22.jpg)
sonofa...
The alternative is messy (not this dramatic – no one in their right mind hands over a loaded weapon).
twang
![Page 23: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/23.jpg)
23
“YOU HAVE IT?” “ARE YOU READY TO ACCEPT RESPONSIBILITY?”
‘You have it?’ makes it clear that you expect the other person to now accept responsibility for ‘it.’
![Page 24: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/24.jpg)
24
“YOU HAVE IT?” “DO YOU UNDERSTAND WHAT HAPPENS NEXT?”
‘You have it?’ asks the person receiving the handoff whether they know what to do next.
![Page 25: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/25.jpg)
25
“YOU HAVE IT?” “WILL YOU PLEASE NOT ACCIDENTALLY SHOOT US BOTH?”
‘You have it?’ asks the receiving party if they know what they’re doing.
![Page 26: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/26.jpg)
26
“I HAVE IT.” “I ACCEPT RESPONSIBILITY FOR THIS THING.”
‘I have it’ says that you know you’re now responsible, and you’re OK with that.
![Page 27: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/27.jpg)
27
“I HAVE IT.” “I UNDERSTAND WHAT TO DO NEXT.”
‘I have it’ says you know the next steps.
![Page 28: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/28.jpg)
28
“I HAVE IT.” “I WILL NOT DROP IT.”
‘I have it’ is an implicit promise to your team that you’re going to handle things.
![Page 29: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/29.jpg)
29
YOU/I THE NEXT ACTOR
‘You/I’ is the next actor – the person who must now take action.
![Page 30: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/30.jpg)
30
HAVE CLARITY COMMUNICATED AND RECEIVED
There’s a common lexicon here, too: ‘have’ means you know what to do.
![Page 31: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/31.jpg)
31
IT THE TASK
‘It’ is the task to be performed and the thing to be delivered.
![Page 32: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/32.jpg)
32
IT THE TASK
Expertise is assumed. The person handing off shouldn’t have to provide the step by step.
![Page 33: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/33.jpg)
33
IT THE TASK
For example, I shouldn’t have to tell you, “Please leave the safety on. Please only point downrange.”
![Page 34: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/34.jpg)
34
IT THE TASK
These are assumed knowledge. If you don’t have it, you must immediately say ‘No!!! I don’t have it!!!’
![Page 35: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/35.jpg)
35
IT THE TASK
Clarity makes or breaks the handoff. Everyone involved must know what the result will be. Especially clients!
![Page 36: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/36.jpg)
36
DOING IT RIGHT
This all seems simple, but there’s a right and wrong way to ask the question. You must understand what you’re asking.
![Page 37: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/37.jpg)
37
“YOU HAVE IT?”
This question implies several others. Know what they are, and then answer them.
![Page 38: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/38.jpg)
38
Can you hold on to what I’m handing you?
First, can the recipient handle this? Are they OK with it?
![Page 39: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/39.jpg)
39
Do you know what to do next?
Second, are my instructions clear?
![Page 40: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/40.jpg)
40
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
Third, is there absolute clarity on the what, when and how?
![Page 41: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/41.jpg)
41
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
What must the recipient deliver? A report? A solution? Something else?
![Page 42: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/42.jpg)
42
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
When must they deliver it? Be precise. ‘Next week’ isn’t precise. ‘Wednesday before 5’ is precise.
![Page 43: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/43.jpg)
43
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
How must they deliver it? Is an e-mail OK? Should it be formal? Will they be presenting it verbally?
![Page 44: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/44.jpg)
44
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
Also, what should the deliverable contain? Tons of detail? A summary? Both?
![Page 45: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/45.jpg)
45
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
This one is really important with clients. Define ‘it’ well in advance. Make sure it’s what they want.
![Page 46: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/46.jpg)
46
I’ve clearly communicated expectations: What needs to be done, by when, and what the deliverable should look like.
If they expect a football and you give them an anvil, there’ll be problems.
![Page 47: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/47.jpg)
47
THE BLANK SHEET OF PAPER TEST WILL SOMEONE, SEEING/HEARING THESE INSTRUCTIONS ON A ‘BLANK SHEET OF PAPER’ A WEEK FROM NOW, KNOW WHAT TO DO?
The blank sheet of paper test is a fantastic benchmark. Check your handoff against it.
![Page 48: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/48.jpg)
48
“I have it.”
When the recipient says ‘I have it,’ they’re stating…
![Page 49: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/49.jpg)
49
“I know what I’m supposed to do.”
…they have the requisite expertise, and don’t need a step-by-step…
![Page 50: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/50.jpg)
50
I’ve accepted responsibility, acknowledging I know: What needs to be done, by when, and what the deliverable should look like.
…they know the what, when and how…
![Page 51: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/51.jpg)
51
“I have no further questions, unless conditions change.”
…and, barring changed conditions, they have no further questions.
![Page 52: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/52.jpg)
52
CONDITIONS CHANGE WHEN I’VE FOUND SOMETHING UNEXPECTED, OR DELIVERABLE EXPECTATIONS CHANGE.
Conditions change when new stuff arises. It’s also OK to ask clarification later, but aim to avoid that…
![Page 53: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/53.jpg)
53
CONDITIONS CHANGE WHEN I’VE FOUND SOMETHING UNEXPECTED, OR DELIVERABLE EXPECTATIONS CHANGE.
…because extra round trips and handoffs waste a lot of time and energy.
![Page 54: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/54.jpg)
54
“I’ve got it.”
Saying ‘I’ve got it’ is a pretty big deal. Make sure you really do.
![Page 55: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/55.jpg)
55
HANDING IT BACK
It’s not a one-way process. The recipient hands it back, or to another person.
![Page 56: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/56.jpg)
you have it?
I HAVE IT.
Use the same process!!! Don’t get sloppy.
![Page 57: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/57.jpg)
57
Do the same thing. No shortcuts.
This.
![Page 58: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/58.jpg)
58
MAINTAIN EYE CONTACT
A good handoff means eye contact. Everyone’s aware that it’s happening.
![Page 59: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/59.jpg)
59
you have it? whatever.
BADBADBAD NO BADBAD NO NEVER
In this situation, someone’s going to fail the handoff. If I say “I don’t have it,” will they hear me? No.
![Page 60: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/60.jpg)
sonofa...
So bad things happen.
twang
![Page 61: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/61.jpg)
61
Over-communicate.
Over-communicate! Repeat! Go to a level of detail that seems downright silly!
![Page 62: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/62.jpg)
62
Check back in.
Most important, check back in.
![Page 63: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/63.jpg)
63
“Hey, remember you have it. Any questions?”
Give a reminder, that they’ve said “I have it” and that you’re there to help.
![Page 64: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/64.jpg)
64
“I still have it. It’s going well.”
Send updates. Nothing builds trust and confidence like an update.
![Page 65: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/65.jpg)
65
“I thought I had it. Now I don’t.”
Updates are particularly important if things go wrong. Surprises are bad.
![Page 66: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/66.jpg)
66
CONSISTENT LANGUAGE
Consistent language leads to clarity. The “You have it,” “I have it” is a great demonstration.
![Page 67: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/67.jpg)
67
“I have it.”
Everyone understands what ‘have it’ means in this context, and it doesn’t change.
![Page 68: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/68.jpg)
68
“You have it?”
See?
![Page 69: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/69.jpg)
69
Consistent language fosters clarity.
![Page 70: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/70.jpg)
70
A REFRESHER
Walk away understanding…
![Page 71: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/71.jpg)
71
“You have it?” “I have it.”
Use consistent language with absolute clarity of the implicit questions. Codify it.
![Page 72: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/72.jpg)
72
Over-communicate.
Over-communicate to absurdity in all details.
![Page 73: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/73.jpg)
you have it?
I HAVE IT.
Most important: A handoff doesn’t replace teamwork. It drives it.
![Page 74: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/74.jpg)
74
THE END. Ian Lurie
@portentint www.portent.com
other presentations by me:
![Page 75: You have it? Tips for successful business handoffs](https://reader034.fdocuments.net/reader034/viewer/2022051816/54704b35af79599f108b46e2/html5/thumbnails/75.jpg)
ON KINDLE bit.ly/onetrick
A shameless plug: I wrote a book about business strategy. You should read it.