As you exit the airport at Hyderabad in India, there is a McDonald counter. Its quite small and is an extension of a counter two floors below. There are always two people in it and some machines, perhaps to make something. Or so I thought.
Every time I have been there to get something, the guy behind the counter suggests that I go to two floors below where a full fledged outlet exists. The way he says is that it takes a long time for him to process a request and it would be faster if we go to the outlet downstairs. I don't get this.
If you are just directing your customers to an another place, you've potentially lost her. This is a classic example of Handoffs. The responsibility of delivering to the customer, the action of delivering to the customer and the knowledge of how to deliver to the customer are clearly with three different people at this place. They lost the customer all five times! I didn't bother going two floors downstairs!
When the above three are separated, then there results a Handoff. When the above three are integrated, perhaps, there would be a "Handover".
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