Offboarding clients is just as essential as the initial onboarding process. They both have a crucial part to play in building successful client relationships. But often, it’s the onboarding process that gets all the focus and attention. After all, you want to create a great impression on new clients, right?
The problem is, it’s just as important to create a great impression at the end of the working relationship with a client, too. Not only will this show how much you care about your clients, but it also sets a precedent for how the relationship continues. Because a working relationship doesn’t end when a contract is completed. It’s often the start of a long term relationship built on mutual trust and respect – but that can only happen if you make the offboarding process a good one.
Offboarding is still part of the overall client experience
You want to provide a positive experience for your client, and offboarding is part of that process. There are many reasons why a client may be leaving – it could be the end of their project or completion of a contract. Your client may want to go as they’ve achieved what they set out to do. And they may be leaving because funds got too tight, and they have no choice but to go.
You want to keep this transition period as smooth and professional as possible because it’s still part of that overall client experience.
Offboarding clients gives you a chance to see how happy they were with you
No matter the reason, it’s an opportunity to tighten up your customer communication standards and get some valuable client feedback. You can send out a satisfaction survey and get feedback on the service you provided and the transformation they achieved. Because no matter what type of business you’re in, you will be offering your client some form of transformation.
So take the opportunity to get valuable feedback from your clients. You can then use this to improve your service and up your game even more for the next client.
It’s the perfect opportunity to ask for a testimonial
As part of your offboarding process, make it a rule to also ask for a testimonial or referral. You need a regular supply of testimonials in your business, as they’re going to help raise your profile and showcase what you can do – so ask for them!
And while you’re at it, ask for referrals too. Ask your clients if they know of anyone else who can benefit from your service. You could even up the stakes here by having an affiliate program you can offer to your clients too. That way, they’ll get rewarded for every successful referral they make.
Include a little follow-up
If you’re offboarding clients well, you may want to include a little check-in with them at a later date. This is to see if they have any follow-up questions or if you can offer them any follow-up work.
Look to book a quick follow-up call 4-6 weeks down the line. Alternatively, send them a quick follow-up email to check in with how they’re doing and see if they have any questions.
Ensure your clients know you’re available for continued work
This is especially relevant if you were completing a one-off project or short course/program. It’s much easier to sell to someone who has already shown they’re happy to pay for your services. Be proactive and let them know the different potential ways they could continue working or learning from you.
Offboarding clients gives you an excellent opportunity to take your client experience to the next level. You don’t want to be seen as someone who takes their money, does the work, and never contacts them again. You want to provide a high standard of service. You want them to know that you cared about them and the progress they made.
Because when you do that, not only do you get a high level of client satisfaction, but you also get yourself a business advocate. A happy client is going to share their experience with others. That could potentially lead them to become an affiliate or pass referrals your way in the future.