wiki/clients/current/overhead-door/2026-01-20-ben-transition-plan.md · 391 words · 2026-01-20
Account Transition to Ben — Phased Handoff Plan
Overview
During the [1], Mark and Sebastian agreed to transition the Overhead Door account from Sebastian to Ben. The goal is to reduce Sebastian's workload while avoiding any jarring change for the client. A parallel transition of [2] from Carly to Ben was also agreed upon.
The guiding principle: make the change feel like it isn't one. The handoff should happen gradually through "osmosis" rather than a formal announcement.
Rationale
- Sebastian is carrying too many accounts; offloading Overhead Door frees capacity.
- Ben is taking on Overhead Door and Flynn Audio together, giving him a full book of business.
- Mark knows the Flynn Audio client personally (occasional lunches), which provides a soft safety net during that transition.
- Ben is expected to visit in person within the next few weeks, which will support relationship-building with the Overhead Door client.
Phased Handoff Steps
Phase 1 — Introduction (Next Scheduled Call)
- Sebastian leads the call as normal.
- Sebastian introduces Ben as "my colleague who's going to be helping me on your account."
- Keep it casual; no formal announcement of a transition.
- Mention that Ben is based in North Carolina and will be visiting soon.
Phase 2 — Increasing Ben's Presence (Subsequent Calls)
- Ben takes on a more active role in calls — answers questions, leads portions of the agenda.
- Sebastian remains present but steps back progressively.
Phase 3 — Full Handoff
- Ben leads calls independently.
- Sebastian drops off entirely.
- Client should experience this as a natural evolution, not a reassignment.
In-Person Meeting
- When Ben visits, Mark will arrange an in-person meeting with the Overhead Door client.
- This is expected to solidify the relationship and smooth the final transition.
Action Items
- [ ] Sebastian — Introduce Ben on the next Overhead Door call (week of 2026-01-20).
- [ ] Sebastian — Meet with Ben this week to brief him on the account before the call.
- [ ] Mark — Schedule in-person meeting with Overhead Door client when Ben visits.