By Doug Taylor and Jake Mayell, Co-Founders · Last reviewed 16 October 2026
Revenue rarely leaks inside a team. It leaks in the handovers between them, where a customer passes from marketing to sales, sales to finance, and on to service, and something has to travel with them.
Most businesses have five of these handovers. Here's what should pass at each one, and what usually goes missing.
1. Marketing to sales: the lead: Marketing to Sales. 2. Sales to finance: the order: Sales to Finance. 3. Sales to service: what was promised: Sales to Service. 4. Service back to sales: the warning signs: Service to Sales. 5. Finance back to marketing: the result: Finance to Marketing. Underneath every handover: one customer record everyone trusts and uses.
What should travel with the customer
Who they are, their company, where they came from and what they asked about.
What usually goes missing
Where the lead came from and what they actually wanted, so sales calls cold and marketing never hears what happened.
Watch the one minute videoWhat should travel with the customer
What was sold, at what price and terms, and the quote it came from.
What usually goes missing
The link back to the quote and the deal, so nobody can say what was won, from where, or why.
Watch the one minute videoWhat should travel with the customer
Delivery dates, special terms, and who the customer deals with.
What usually goes missing
What the customer was told, so service learns it from the customer when something doesn't happen.
Watch the one minute videoWhat should travel with the customer
Fewer orders, late payments, a run of support tickets, a change of contact: the signs a customer is drifting.
What usually goes missing
The pattern. Each team sees one sign, and nobody puts them together until the customer has gone.
Watch the one minute videoWhat should travel with the customer
Which sales came from which spend, so the next budget follows the money.
What usually goes missing
The sale itself. It never gets back to marketing, so the next budget follows opinion.
Watch the one minute videoPick one customer who bought from you in the last six months, and follow them from first contact to repeat order. Follow what really happened, not the process as it's written down.
At each handover, ask three things. Is there an agreed list of what gets passed on? Does it move between systems by itself, or does someone retype it? Is one named person responsible for it working? Wherever the answer is no, revenue is leaking.
Want a score? The revenue leak check takes three minutes and colours this map from your answers.
Take the revenue leak checkA blank two page map and worksheet, to work through on paper or with your team in a room.
Download the handover map (PDF)Half an hour, at no cost, to talk through where revenue might be leaking between your teams, and whether we're the right people to help.
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