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A customer ops lead told me my handoff notes were useless and honestly she was right
She said my onboarding docs read like a feature list, not a reason for anyone to care, and that new admins kept bouncing after 2 weeks because nothing explained what to do on day one. So now every account handoff starts with the 3 things the admin has to click before Monday, and our 30 day drop off went from 9 accounts to 2. What does your handoff doc actually lead with?
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blairc9029d ago
Docs should lead with the next click, not the full picture. Nobody reads a wall of setup steps on day one, they just want to know what to do first. My handoffs start with one login and one task, everything else comes after. Drop off drops when people actually get moving on day one.
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