Breaking up is hard – even in business. We’ve all been there: sometimes clients move on because their needs shift, budgets change or (and this is our favourite) we’ve built their capabilities so well, they’re ready to soar without us.
Recently, we found ourselves in this position, having to offboard a long-term client we truly valued; and who had learnt a lot from us along the way and was now ready for their internal team to take on the tasks. It was a good reminder that handling this process with enough time, clear communication, professionalism, and positivity is key to leaving the door open for future opportunities.
Here’s our secret sauce to successful offboarding:
1. Get on the same page
Before you even start the offboarding conversation, review the contract. What did you promise? What’s left to deliver? Tie up loose ends to ensure there’s no confusion about who needs to do what and when. If there is no contract, then be sure to have the conversation that ensures everyone’s expectations are understood.
2. Communicate clearly and early
Timing is everything. Start the conversation early to give everyone ample time to prepare and adjust. We recommend at least six weeks to effectively offboard a client.
- Be clear about timelines and expectations from day one
- Schedule regular check-ins and keep everyone in the loop
3. Get your ducks in a row
A proper offboarding should include a checklist to keep things on track. Both you and your client deserve the peace of mind that nothing’s been forgotten.
- Create a detailed transition timeline
- Package up all deliverables
- Transfer any necessary files, documents or assets and set a timeframe for when links will expire.
- Set time for training
- Document everything
- Offer guidance for their next steps
- Clear up administrative loose ends like final invoices and when they’ll lose access to shared platforms or tools
4. Turn goodbyes into growth
Exit interviews can be goldmines for growth – for both you and your client. Use this as an opportunity to reflect, learn and celebrate.
- Ask for honest feedback (and actually listen)
- Share insights about what you’ve learnt from the partnership
- Celebrate the wins and acknowledge any challenges overcome
- Personally thank them for their business
- Let them know the door’s always open for future collaborations
- Offer to be a resource during their transition
The bottom line
It’s important to remember that offboarding is a normal part of business. Clients come and go, but how you handle their exit can leave a lasting impression. When done right, it strengthens your reputation, leads to referrals and sometimes, clients come back when the timing is right.
Remember: every “goodbye for now” could be a “hello again” in disguise. So, make it count and always leave them feeling well supported.
Shereen Cherrett