The Handoff Problem
Why Work Gets Stuck Between Roles, And The Simple Operational Rules That Keep Projects Moving
Most operational frustration is not caused by the work itself. It is caused by the space between the work.
The gap between “someone should do this” and “someone is doing this.” The moment a task changes hands. The point where a decision is needed, but no one is sure who makes it. The place where context lives in someone’s head and everyone else is guessing.
That is the handoff problem. And it is one of the fastest ways to create chaos in an otherwise capable business.
What A Handoff Actually Is
A handoff is any moment work moves from one person to another. It can be formal or informal.
sales to delivery
owner to team
one team member to another
marketing to client communication
finance to operations
“I need this done” to “this is done”
If handoffs are unclear, work slows down. People get interrupted. Things get duplicated. Deadlines slip. Clients feel it. You feel it.
Common Symptoms Of A Broken Handoff
You will know you have a handoff problem if you see these patterns.
Work gets stuck because no one knows what is next
People ask the same clarifying questions repeatedly
Tasks get done twice, or not at all
Decisions bottleneck with one person
Clients get inconsistent updates
“I thought you had it” becomes a normal phrase
This is not a performance issue. It is usually a design issue.
Why Handoffs Break Down
Handoffs fail for predictable reasons.
No Clear Owner
If a task is “shared,” it is often owned by no one. Shared responsibility can work, but only when ownership is explicit.
Missing Context
Work moves without the information needed to finish it. The receiver has to go back, ask questions, or make assumptions.
No Definition Of ‘Done’
If “done” is subjective, people will complete different versions of the task.
No Decision Rules
Work pauses because a decision is required, but it is unclear who can decide or what constraints apply.
No Visible Work System
If work is not tracked in a way the team can see, it is easy for handoffs to disappear into side conversations and messages.
The Simple Rules That Fix Most Handoffs
You do not need complicated process design. You need a few simple operational rules that the team follows consistently.
Rule 1: Every Handoff Has A Single Owner
Not the only contributor, but the person responsible for moving it forward.
If someone asks, “Who owns this?” there should be a clear answer.
Rule 2: Use A Standard Handoff Packet
A handoff packet can be short. It just needs to be consistent.
At minimum, it should include:
What is the request?
Why does it matter?
What is the deadline or timeline?
What does “done” look like?
What assets, links, or context are required?
What decisions have already been made?
If you make this a template, you will eliminate a surprising number of interruptions.
Rule 3: Define “Done” In One Sentence
Done should be clear enough that two people would deliver the same outcome.
Examples:
“Client has received the signed agreement and onboarding email, and the kickoff is scheduled.”
“Invoice is created, sent, and logged with payment terms.”
“The post is published, linked, and scheduled for newsletter inclusion.”
When “done” is clear, quality improves and follow-up decreases.
Rule 4: Clarify Decision Rights
A handoff often stalls because someone thinks they need approval.
Simple decision rules might include:
decisions under $X can be made without approval
client changes that affect scope require a change order
internal deadlines can be shifted by the owner of the workstream
anything impacting brand, pricing, or legal terms escalates
Decision clarity protects time and reduces bottlenecks.
Rule 5: Work Must Live In One Visible Place
If the status of work is scattered across Slack, text threads, email, and someone’s notebook, the handoff problem will never fully resolve.
Choose one place where work is tracked, even at a simple level:
task name
owner
status
next step
deadline
Visibility is not micromanagement. It is the difference between “I think it’s fine” and “I know where it is.”
A Practical Starting Point
If you want to improve operations quickly, do not start with a full redesign. Start with one workflow that creates the most friction.
Pick a repeatable workflow, then:
map the handoffs
name owners
define “done”
create a simple handoff template
run it the same way twice
Most businesses do not need more tools or more meetings. They need fewer assumptions.
When handoffs are clean, work moves. When work moves, the business feels calmer. And when the business feels calmer, you can put your energy toward growth or transition instead of constant coordination.
