Your Client Journey (YCJ): Client Offboarding

Eventually, the relationship with your client will come to an end, for whatever reason. Maybe you’ve completed the work, maybe they need to take a break, maybe it’s just no longer the right fit. That’s all good!

So logistically, how do you wrap things up and bring them to a close? What happens next?

Do you need to remove them from any client, coaching or member portal? Do you need to remove them from a FB group you have going? Do they need to be re-tagged or re-categorized in your CRM or spreadsheet as an Inactive or Past client? What about moving them into some kind of nurture or follow up sequence? What's an appropriate frequency for maintaining the relationship post working together? And what do those follow-ups look like?

Things that I think are ‘musts’: sending them a closing thank you card or small gift. This token of appreciation for the time you spent together and the work you completed together goes a long way. It’s all about ending on a positive and enhancing the client experience.

And lastly, get that testimonial or review! Have a template prepared to help facilitate this process; some people find that easier than just free writing something on their own.

Pro tip: Utilize a checklist for this process, that way you don’t forget anything and it becomes easily repeatable!