By EmailBetter · · Updated · 2 min read
Client communicationIntroduce a new account owner or project contact without leaving the client unsure who handles the work. Two examples cover a permanent handoff and temporary cover.
When a client’s contact changes, tell them who will own the work and when the change takes effect. “I’ve copied in my colleague” may introduce someone, but it doesn’t explain whether the client should change how they communicate.
Confirm the arrangement internally first, then send an introduction that makes the next step clear.
Subject: Your new contact for the onboarding project
Hello Amira,
From Monday, 12 October, Morgan Lee will be your main contact for the onboarding project. Morgan is copied here and has the current plan, draft files, and notes from our recent review.
The next milestone is the revised guide on 16 October, and that date is unchanged. Please send new feedback to Morgan in this thread.
I’ve enjoyed working with you and will be available internally during the transition.
Kind regards, Alex
Only say the date is unchanged if the new owner has confirmed it. The client should not have to discover later that the handoff altered the schedule.
Subject: Project contact while I’m away next week
Hi Jordan,
I’ll be away from 19 to 23 October. During that week, Casey will handle questions about the brochure review and is copied on this message.
Please send any comments on the proof to Casey by Wednesday as planned. I’ll return on Monday, 26 October, and resume as your main contact.
Thanks, Lee
This gives the temporary contact a defined period and task. Avoid copying an entire team when one owner can coordinate the response.
A short reply from the new owner confirms that the handoff is active: “Thanks, Alex. Hello Amira, I have the current draft and will send the revised version on Friday as planned.”
For a complex or long-running relationship, offer a short transition call. The client may have context that wasn’t captured in the internal notes.
Keep private employment details out of the handoff. The client needs continuity of service, not an explanation of personnel decisions.
Use the project handover guide for the internal transfer of files and responsibilities. If the schedule changes during the transition, send a separate project delay update so the change is clear.
EmailBetter sends you a workplace scenario. Reply from your usual email app and get AI feedback on your wording, with a suggested rewrite you can learn from. The free plan includes one practice email per month.
Start practicing free →No credit card required. See how EmailBetter works.
Request an honest testimonial after a completed project without putting pressure on the client. Includes a first request, permission wording, and a follow-up.
Confirm a requested scope change before work begins. Examples show how to describe the addition, explain schedule effects, and ask for approval of an estimate.
Say no to a client request that is outside scope, unavailable, or impractical. Examples explain the limit while offering an alternative you can deliver.