I know I have.
It’s one of the worst feelings to be ghosted and most definitely not the way you want to make your valued client feel at the end of your time working together.
I’ve talked a lot about how to uplevel your client experience and how to onboard new clients like a pro, and today we’re going to round out the client experience by reviewing why a strong Client Offboarding Experience is key to gaining referrals and what you should include in your offboarding workflow.
The process of thoughtfully (and systematically) offboarding clients is often overlooked but might be even more important than your client onboarding experience.
The goal of an intentional and process-driven client management system is to make your clients feel seen, heard, and supported well past your time working together.
Done correctly, the offboarding phase will create a lasting impression that is the cherry on top of the already stellar service that you have provided and will prompt your client to sing your praises to their network and create a steady stream of referrals coming your way.
According to Forbes, if you’re relying on marketing to and converting cold leads, you’re only going to be successful about 2% of the time, vs. receiving a warm referral from a client-turned-raving-fan, that is likely to convert 50% of the time.
After seeing the stats in black and white, it’s clear that creating a signature client offboarding experience, complete with a smooth and consistent backend process, should be top priority when it comes to delivering your services.
So how do you create a memorable client experience that makes your clients feel seen, heard, and supported well past your time working together?
Share final deliverables and files and share details on accessing these files. If you will be hosting the files for a specific amount of time, give the client details on how long they have to transfer the files to their own file storage tool.
If your service includes any component of implementation on the client’s part, be sure to include a training video or written resources to help them integrate what you’ve created for them into their existing systems.
This Goodbye Packet is similar to a Welcome Packet, letting your client know exactly what work has been completed, next steps, and useful information for keeping in touch and sending referrals your way.
Examples to include:
Ask for feedback in written and/or video format while the warm & fuzzy feelings are still strong.
TIP: If you don’t hear back from your client, don’t feel bad about following up! Our clients are super busy running their business and oftentimes, appreciate the follow up. I recommend following up to the original testimonial request up to three times.
The final project wrap-up call can be part of the final deliverables presentation or as a quick standalone call. This call is a great opportunity to verbally remind your client about your client referral program and to thank them face-to-face.
I like to add past clients to a “checking in” email list. I follow up with previous clients to see how things are going every quarter, ensuring that I stay top of mind. You never know when they might need additional support in their business or want to send a referral.
Now you know why it’s so valuable to spend the time to plan out your Client Offboarding Experience as well as the backend process to ensure that the offboarding phase goes smoothly for you and your client.
As a Client Experience + Systems Strategist, I’ve seen first hand how streamlining the client management process takes the “hot mess” factor out, creating more efficiency, ease, and whitespace for my clients in their businesses and daily lives.
Ready to save hours every week with your own custom client management system?
Book a free, no obligation Client Experience Consult with me here.
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