If a review opened by the morning shift is not closed by the evening shift, the customer is lost twice: once in the experience, once in follow-up. A handoff ritual prevents that.
A shift transition is the third shift for reviews — ownership gaps start in those 15 minutes. A clear handoff protocol is the invisible backbone of every SLA on the panel.
Handoff format (5 minutes)
- Open assignments list.
- Reviews close to SLA breach.
- Recurring tags (service, food, etc.).
- Anything needing escalation.
- Positive highlights (for motivation).
Shared view
Shift managers should use the same filter: last 24 hours + all open assignments. Sharing the filter via URL removes the “we’re looking at different things” problem.
Who hands off, who receives?
Handoff is a two-person step. Done alone, it is not handoff but archiving. Both shift managers must walk through the list together.
A handoff costs 5 minutes; the cost of skipping it is hours of customer patience. Adding it to the daily checklist makes the math obvious.
Weekends and holidays
Most teams forget weekends. Defining a duty manager from Friday evening to Monday morning closes the gap.
Kontrol listesi / Checklist
- Handoff format documented.
- Shared filter URL is in use.
- Handoff is a two-person step.
- Escalation threshold is defined.
- Weekend duty manager assigned.
- Handoff notes stored where they survive.
- Handoff quality reviewed monthly.
SSS / FAQ
Is handoff overkill in tiny teams?
No. Even in a one-person shift, leaving a short note for the previous shift prevents surprises. Five minutes of discipline saves hours of recovery.
Can handoff happen in Slack?
Yes, but keep list logic. A chat thread quickly becomes unreadable; checklists or threads work better.
Should we discuss every review at handoff?
No. Only those needing open action. Closed reviews stay in the archive.
What if a handoff note disappears?
Once a handoff log becomes habit, lost reviews drop sharply. Watch the first few losses and close the pattern.