Cross-Team Collaboration
Understand how information moves between Passport teams.
Information that does not travel with the customer forces them to start over.
Documentation is not admin — it is what makes the next person sound informed.
A missing step in the chain is invisible internally and very visible to the homeowner.
How information travels
Documentation is what makes the next person sound informed
If the context does not travel with the request, the customer becomes the messenger.
Collaboration flow
Follow one request through the team
Open each step to see why information moves, what must be documented, and what the customer should experience.
The handoff test
“Before you pass anything on, ask: could the next person open this and continue the conversation without calling the customer back?”
Could the next person continue this conversation without calling the customer back?
Check your understanding
What is the main purpose of documenting a handoff?
A concierge passes a home-record issue to the Home Account Manager with no notes. What breaks first?
The customer should be told who is taking over and what happens next.
If it was not documented,
the customer will have to repeat it.
You can now…
- Trace how a request moves from role to role
- Say what must be documented at each step
- Spot a missing step in a collaboration chain
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