Close the Shift and Hand Over What Matters

A good handover gives the next manager a clear start. It records what still needs attention, who owns it and when it is due. A long message without priorities can hide the one client commitment or operating issue that cannot wait.

Start by checking the shift's open commitments: client callbacks, appointments, stock searches, service cases and actions promised to another team. Confirm what was completed. For anything still open, record the last action and the next action rather than writing only 'pending'.

Add the operating information the next shift needs: a stock or size gap, a system issue, a coverage change, a delivery exception, or a task that was deferred under store procedure. Keep the entry factual and use the approved log or system for sensitive, cash, security or incident information.

Name one owner for each follow-up, with a due time or review point. If the issue needs a decision from another function, identify the contact and when escalation was made. Do not hand over a problem to 'the team' without an accountable person.

Before leaving, make the handover accessible to the incoming manager and highlight any time-critical item directly. The incoming manager should acknowledge ownership. If the handover is unclear, clarify it before the previous shift ends where possible.