Lesson 11: Your Off-Boarding Process
The goal for this lesson is to create your client off-boarding process!
We talked about onboarding in the previous lesson but what most people dont consider is, how they are going to off board their clients. Meaning, once your time is up, how do you wrap up and send them on their way? In my opinion this is just as important as your onboarding process. After you’ve spent time with your clients and have provided them with a great experience, the last thing you want to do is just drop them. Quick tip, word of mouth marketing will be one of the best ways to get new clients and also repeat clients. So you want to make the overall experience the best it can be so that you’ll get referrals and repeat clients.
So once you’ve delivered on your promise and it’s time to say goodbye to your clients, what should you do next? First, I would of course make sure that you have delivered everything that was promised. Any pending assets, calls, feedback, making sure all invoices have been paid, etc.
Next, how can you delight your clients and say thank you. This can be done by you sending a nice thank you card or a welcome gift in the mail. This isn’t necessary but again you want to create an unforgettable client experience and the best way to do that is go beyond just a digital thank you card or simple email. And if you’re worried about the cost of this, you can always find a way to work it into your cost or your overall business budget.
The next thing you want to do is request a testimonial. This is a great way to get feedback on your time together but to also provide evidence that what you’re teaching actually works and on your time spent together. Which you can then put on your sales page! Depending on the system or tool you use, you can often have the automated out as well. If not, don’t think it, you can simply send out a link to a typeform or Google Form to collect your testimonials.
A big opportunity that I feel like a lot of people miss when off-boarding their clients is the opportunity to upsell them or keep them on as a client. Retaining clients, meaning working with the same clients over and over again is a lot easier than going out and marketing for new clients. Once you’re done working with a client, what other opportunities do you have to continue working with them? Let’s say for example, you have a group coaching program where you’re always adding in more value and support. Once your client has completed the program, you could ask them to re-enroll to continue getting that support.
Or you can consider what your clients next expected pain point may be and create an offer to continue serving them. Let’s say for example you have a 1:1 session where you help your clients gain clarity on what their signature offer may be. Their next anticipated pain point may be getting that product created and launched. You could them upsell them into your higher level program that solves that problem.
You see how you can keep those clients onboard with you by continuously providing value or solving a problem? Now of course, this is just an option. So if you don’t already have something in place that your clients can do next, do not go on and create something. You need to make sure your main offer is up and running and working before moving on to something else. I just wanted to mention this so if you did have something you can add it into your process or to keep in the back of your mind for later!
Lastly, set a reminder either in your calendar or your project management system to follow up with your clients. Yes, even if you didn’t promise this before, you want to follow up with them! Again, this makes for a great experience and they may have made more progress since working with you and want to provide an updated testimonial. I’d say the best time to follow up is usually about a month after you’ve wrapped up working together!
Your action step for this lesson is to again, map out your client off-boarding process! Remember think about how you can automate as much as you can!