Do You Have an Offboarding Process?




Most of the clients I work with when setting up their Dubsado* accounts don't have off-boarding workflows. And even quite a few don't ask for feedback / reviews.

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If this is you then you are missing a trick!

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Reviews are great marketing content. But more so than that, you should always be asking for feedback on the service you have provided. If you don't ask, then how are you going to make sure your service is the most amazing thing that has ever been. It doesn't matter how long you've been doing what you're doing, there may be that one client who might suggest something to uplevel your package that no-one else has ever mentioned before.


My off-boarding workflow goes something along these lines:

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💌 7 days after the project end date I send them the Feedback form (do this quite quickly after the project so that everything is still fresh in their mind). Within this form I ask the general questions, but I also ask if they are ok with me using their feedback on marketing material. I even go one step further and ask them for a headshot or a video of their feedback.

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💌 set myself some todo's to remember to archive Google Drive folders, delete any login info in LastPass, archive project in Dubsado*. GDPR an’ all that!

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💌 send the client a Goodbye Pack explaining everything that will happen now that our contract has finished (don't just leave your clients high and dry once you've finished, it's nice to tie things up in a nice little bow and let them know that you are now officially finished and what happens next if they need any further help). Watch out for a blog post later on all about what I put in my Goodbye pack!

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💌 set myself a todo to remember to share any content I can on social media (with the consent of the client) of the project and also the testimonial I've just received from the client after they've completed the Feedback form

💌 A lovely little touch to add into the offboarding process is to send your client a little gift. Whether this is something you want to add into your budget, or whether you just want to send them a handwritten note to thank them, because everyone loves unexpected snail mail. These things make a difference, and all it needs to cost is the price of a thank you note and stamp. But it really adds an extra touch.

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It doesn't need to be overly complicated, so if you don't have an off-boarding workflow now is the time to create one! Go check out my CLIENT EXPERIENCE INTENSIVE package if you need help figuring out how to make your client experience next level!


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