Thank You, Goodbye, Farewell…
Don’t worry, I’m not going anywhere! But you and your client will inevitably part ways when your work together comes to an end.
We put a lot of thought into how we want to invite our clients into our business so that they have the best experience. Just a few blogs ago, we talked about how to do just that with an airtight onboarding system. But we give way less attention to how we successfully end our work with our clients.
Why Having a Smooth Offboarding Process Matters
Client offboarding, when done right, can secure an ongoing relationship with clients after your work is done. It can result in testimonials, referrals, collaborations, and repeat work - all good for the growth of your business.
You just have to change how you think about completing projects. Instead of seeing finish lines and letting things fizzle out, you should think of maintaining client relationships moving forward.
Another benefit of having an offboarding system is that you make it clear to the client that your work is finished, at least for now. This is a great way to avoid scope creep, or being asked to do a few extra things that you don’t get paid for, even though you should.
Your Offboarding Checklist
Not only am I a huge advocate for systems in your business, I strongly support having a checklist for each system. Here are some things I suggest you have on your offboarding checklist:
• Review the original client agreement, make sure you have provided all expected deliverables, and that you have been paid in full.
• Schedule a final meeting to go over any details and provide resources your client may need to be successful moving forward.
• Ask for referrals, a testimonial or permission to write a case study while the experience is fresh in your client’s mind.
• Encourage feedback from your client not only to find out what you can improve, but also what you did really well.
• Show your gratitude with a hand written note and/or a gift.
• Delete passwords, sign out of project management/communication platforms.
• Return and/or archive any documents connected to the project.
• Get permission to add the client to your email list to stay connected.
• Record any notes about what you learned from the project, and set a reminder to connect with them in the future.
The client will have some work to do, too. Make sure they remove you as admin from their website and social media accounts, revoke your access to any password programs, and take you out of their project management systems.
Once you’re clear on what offboarding will look like for you, creating a checklist and a template will save time with future clients.
Being organized with a solid offboarding system elevates your level of service and keeps you front of mind for the client. It’s a simple opportunity to make a lasting impression and help you both feel a real sense of closure on the project.
In your final conversation, make sure they know they can contact you for support, questions, and more work in the future, and the best way to get in touch with you.
Offboarding is one of many systems I help my clients implement to save time and improve their business. Schedule a free call with me to hear more about how systems can work for you.
P.S. Ready to stop spinning in place and get to the other side of your goals? Here are several ways I can help:
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