echoing, restating, and clarifying what a client expresses is most central to the process of This is a topic that many people are looking for. amritsang.org is a channel providing useful information about learning, life, digital marketing and online courses …. it will help you have an overview and solid multi-faceted knowledge . Today, amritsang.org would like to introduce to you Successful Client Offboarding Process (Say Goodbye Gracefully!). Following along are instructions in the video below:
Happens when your client is at the end of your services. And they are ready ready to leave and exit your program maybe theyre leaving because theyre done your services or things didnt work out whatever. The reason is agencies must have a plan of action to manage the client churn.
So today were going to cover how to create the right and successful strategy. So that we can complete the loop in your client experience. So.
Grab your notebook and a pen and hit the subscribe button. So you dont miss out on more videos like this and lets get started upbeat music hey ceos welcome back if youre brand new here. Im theresa operations coachsultant behind loop lunk and im here to help you complete the loop in your business operations and expand your agency with excellence one of the ways i help you do that is by helping you shift from a ceo dependent to a systems dependent operations by leveraging your systems processes and people.
This is probably a topic that most people just quickly sweep underneath the rug. But to complete your client experience youll want to make sure that this is done gracefully and strategically so what exactly is client off boarding. Well.
It is the process of assisting your clients to exit your services and proactively manage the removal of inactive records and closing your client files to maintain your operational flow. Now why would you want to conduct a client off boarding process just like how you want your clients to have a great start to your services. Youll want to wrap it up nicely with a great touch at the end so that theyll remember you and want to refer more business your way so how do we go about starting the off boarding process off boarding is often initiated between two points.
One being the client has initiated it which means they no longer need your services. Whether or not theyre bringing it in house or if they have completed your program or maybe theyre not happy with your services regardless. Its client initiated.
The second option is that it is business initiated. So which means that typically its not a good fit or maybe your business has pivoted or maybe some of your services are no longer going to be active and so off boarding is initiated by the business. No matter what when the initiation begins.
Its always great practice to send the communication confirmation via.
Email. Now if youre a service based agency and your client. Is requesting.
Cancellation of services. You should always follow a retention strategy not all clients who cancels is willing to leave your services and so there may be a hidden challenge that you can uncover and secure the opportunity to achieve the outcome together and have them return back to your services. If theres a chance to salvage it then work your best to keep the client remember that it costs you more to bring on a new client than to retain a client.
Now if this is a business initiated off boarding. Then it means that there isnt a way to salvage the relationship and its better to gracefully. Say goodbye at this point and time then youre going to want to send a different kind of email.
And its called the disengagement of services email or letter. This email is short and straight to the point it highlights some of the wins that youve reached together and how much you valued them in this email. Youre going to close the loop on services.
Owed and rendered clearly communicate any remaining services or amounts owed to conclude the partnership once youve covered your bases contractually and financially then you can provide other helpful resources in either initiation youll always want to communicate and outline next steps. What the client can expect from you to close the loop in their services are there any documents or managed items that needs to be handed back to the client. If so take inventory of all the strategic documents delivered include any links or attachments for easy reference.
So some of this format could be either a monthly strategic plan a content calender a marketing strategy et. Cetera. The best way to present this hand off is through a goodbye packet this gives it a nice recap that you can easily share with your client.
And itll outline when they can expect the last service date to be how to get in touch with you post service and if they have any questions. Where can they turn to to find their answer. The goodbye packet will also explain your internal process on how youre going to be dealing with their information.
And it will reassure them that you have the best practices and full intention to safeguard their information internally.
Youre going to want to make sure that you have a protocol to follow that will close the off boarding process typically this can be an action item or a task in your project management tool. Assign specific dates to those tasks. Especially if you have to deactivate specific accesses remove yourself from their accounts and send your final goodbyes.
If you have open projects offer to provide a status update on them. What are some of the critical information to be handed over and where the attention may be needed. So.
This is where youll likely want to also have a project wrap up document to review with your team review. What worked out well what didnt work. And what could of been improved and also its a chance to celebrate with your team what some of those achievements are and giving highlights and kudos to those team members even if its been an unsuccessful service or venture or partnership.
This just empowers your team that there is success along the way one of the key off boarding elements that youll always want to apply is the feedback loop. Do you have a feedback survey. If so send it to your client youll want to know the good the bad and the in between this allows you the opportunity to find out where the gaps are whats working whats not working and how to better improve.
So that you can find the right client fit or meet their needs more efficiently and effectively once you have the feedback completed now. Its the time to close up their files. Along with the off boarding process once the final service date.
Has been passed its time to archive your project in your cloud drive and your project management tool. Additionally. This is a great opportunity to request for success stories case studies or testimonials that can be used for your marketing.
This will be your final touch point with your clients before the closure of the project. This also allows you to send them off by thanking them for the opportunity to work with them this is probably the most forgotten step. If your client has agreed to enter your marketing automation that is a definitely great way to keep in touch.
But the more meaningful engagement is when you follow up with them through a personalized touch point via your crm or your customer.
Relationship management tool. This gives your client an opportunity to check in with you share how theyre doing. Whats working whats not working.
And it also gives you both the chance to catch up and talk about your services. Whats changed. What is new and upcoming and if theres a good fit to continue the partnership at that point and time when ive applied my followup checkpoints.
Many of my clients often re enroll back into my services in some capacity or has referred me new business after ive re entered their minds. By following up it can bring back the winning moments that theyve experienced with you spark that thought that theyve once had to refer you that they may have forgotten due to their busy schedule. So heres the golden nugget past customers will often buy from you again because they already know how it feels to work with you and especially if youve achieved a lot of results together.
Its a no brainer for them when you have a service that meets them at their next level. Theyre going to want to re apply and re enroll in your services. So lets talk a little bit about the backside of your off boarding process as a business.
It is your responsibility to ensure that every layer of a client footprint is removed throughout your organization. Whether or not its a clients brief a portfolio and an account you make sure that it is archived securely and with intention make sure that it is a repeatable batch process that can be defined and implemented. Its about systematizing this process.
So that it becomes a court element of your client experience. And you can build out those processes using my sop bundle templates to document your step with clarity dont forget to grab it from the link below so do you have a client off boarding process for your business. What are some of your takeaways that you can improve in your process.
Today leave your feedback and questions in the comment section below make. Sure you download your free sop bundle templates. If this video has been helpful be sure to subscribe share.
It with a friend and hit the like button. So i know to make more videos like this im theresa operations coachsultant and ill see you in the next one upbeat music. .
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