When you first start working with a client, it’s crucial to establish a process for how you will work together, communicate with one another, and what the expectations are for the project. For most people, these are all shared during the onboarding process.
But what happens when the project is completed?
Sure, you may continue working together, but sometimes, the project ends, and then you need to offboard your client. And this process is just as important as onboarding.
But what should offboarding look like? What are the best practices? How do you do it so you have a happy client who may come back to you one day for additional services or recommend you to others in their network? Here are some of the steps I recommend when it comes to offboarding clients, including how to properly close out a project and say goodbye.
Be organized and proactive
When it comes to offboarding, the key is to be organized and proactive. Before you even start working on a project with a new client, make sure clear expectations and goals are outlined in your contract. This will ensure that both parties understand what’s expected of them throughout the course of the project and how they should go about closing out the project once it’s finished.
Address any client concerns
Offboarding is a great time to ensure that all of the client’s needs have been met and any lingering concerns have been addressed. Before closing out the project, be sure to ask your client if there are any questions or issues they would like to discuss. Remember: your goal at the conclusion of a project is to create a lifelong fan who wants to work with you again in the future.
Finalize project completion with the client
Once everything is complete and ready to be handed off, you should arrange a final meeting or call with the client to discuss any remaining questions they may have and review the project results. Make sure you take this time to thank them for their business and answer any final questions they might have.
At this time, you should also hand over any needed materials and final reports and review the contracts or agreements you have in place to ensure that everything is completed as outlined. This will help save time and headaches down the road if there are any discrepancies.
Clean up your system
Before officially ending your relationship with a client, make sure that all of their data has been stored in an organized manner so that it can easily be accessed later if needed. You may also need to delete any private information from services like email accounts and cloud storage, as well as ensure that all financial records are updated accurately.
Ask for client feedback/testimonial
Before ending the relationship, asking your client for feedback on their experience working with you is essential. This can be done informally via email or in a more structured way, such as an online survey. Additionally, asking your client if they’d be willing to provide a testimonial during this stage is also beneficial for future potential clients. And be sure to ask if you can use their testimonial for marketing purposes.
Conduct a project review
It’s important to conduct a project review. This is an opportunity to discuss what went well and where there may have been challenges during the course of the project. This might be done with your client and should most definitely be done with your team.
Archive any resources
Once the project has been completed and you’ve said goodbye to your client, you need to archive any resources or materials that may have been used during your time together. This includes software, documents, contacts, emails, etc. This will help ensure that all information is safely stored away for reference in the future.
Send a thank you
When you’ve officially closed out a project with a client, don’t forget to take the time to thank them for their business. Sending a personalized thank you email or note is not only polite but also helps leave an excellent impression of your company and will likely result in future clients.
Celebrate a job well done
Take a moment to celebrate the successes of the project! Thank your team for their hard work and dedication, and acknowledge any challenges that were overcome along the way. This will help strengthen morale and foster a sense of community amongst your team.
When done properly, offboarding clients can be just as beneficial as onboarding them. By following these best practices, you’ll ensure that your relationship with a client ends on good terms and that they feel valued throughout the entire process. With clear expectations in place from the start, clients will have a better understanding of how their projects should be completed, making it easier to close out projects in a timely manner without any hiccups. So take the time to properly offboard your clients, and you’ll be sure to reap the rewards!
Do you need assistance getting your onboarding and offboarding procedures in place? Need to map out your SOPs to ensure a stellar client experience? Contact Agency Authority to see how we can help you with that. With ten years of agency experience, we can help you maximize your team, increase your productivity, and grow your profits.