The Offboarding Checklist

As Client Account Managers, we love to talk about Onboarding. The rush that comes with taking on new clients and putting the building blocks in place to start a strong relationship is a feeling like no other. 

We also know what it’s like to lose clients. For many agencies, including us at DOT, this isn’t our favorite part of the job, but sometimes it’s okay to have clients move on! We get it - and with every door that closes, another exciting one opens.

There are so many different reasons this could happen-- They stopped spending money on ads, they’re bringing their advertising in-house, they’re seeking a service your agency doesn’t provide, or maybe you could’ve crushed it a little harder when setting up expectations with your clients. 

Whatever the case, we’re here to help kick you back into high-gear!

We are breaking down our Offboarding Guide that is sure to make your former clients remember you even after they’re gone. Remember, referrals are always a great way to continue building your business, and what better way to get superstars through the door than to leave a lasting impression on every client (past & current) that you work with!

This Checklist includes;

-A full step-by-step workflow you can download for your Project Management Software

-Email Templates 

-Handover Guide Process

-Offboarding Call Agenda

So… How do I offboard a client?

Contract Check: 

Make sure the legality of your contract is met, you don’t owe the client any fees, and they’ve paid their final invoice. 

Get situated: 

Be sure to gather insights from your team on the current status of the project, and document any notes you may have to share with the client for a smooth handover.

Email and Call The Client:

We know how gut-wrenching it feels to lose a client. We’ve been there. That’s why we have included Email templates and advice that will help you handle the situation with clear, kind, and professional communication.

The Offboarding Call:

While Welcome Calls are so much more fun, Offboarding Calls are just as important. Kindness goes a long way. It’s important to thank them for the opportunity, and be open to constructive, helpful feedback that may help you in the future. Maintaining positivity may help you secure a referral, a testimonial, or even leave the door open for the return of the client. 

Walk them through any reporting metrics so the client can understand the full picture of performance. 

Lastly, go through the Handover Document with them, which includes any items needed to ensure a smooth transition.

When this tricky time comes, we are here to help you Offboard your clients. Offboarding a client can be just as important as onboarding them into your agency. There is always an opportunity for referrals, or maybe, best-case scenario, you leave the door open for the client to come back— winning! 

Our Offboarding Checklist is the best of the best. With it, you will find a seamless Offboarding Guide and Transition that will end your relationship with your client on a high note. 

Until next time,

Taylor