Onboarding is where you create a process that nurtures your new client and brings them into your business culture. But what about offboarding? In this article, I'm sharing how to create an offboarding process in your business.
Most businesses don't think through how they can offboard their customers. They don't realize that offboarding nurtures their clients, affirms the sales, and creates legacy clients.
In this article, I'm going to show you my simple strategy for offboarding your clients to turn them into repeat customers.
Systems and processes in your business are essential–they help your biz run smoothly. And they guarantee that every customer you work with has the same stellar experience.
Are you paying attention to how you say goodbye to your customers?
If not, I want you to. Because the impression we leave the people we serve is often their last interaction with us.
What is an offboarding process?
Offboarding is your process of saying goodbye to your clients (for now). Just like onboarding introduces your client to your business, offboarding ends the relationship on a positive note.
It's also an easy way to create legacy clients.
What are legacy clients?
We work alongside our customers for weeks, months, and even years. Some business owners operate from the belief that once the project is over, our relationship with them is done.
What if you could keep your best clients returning to purchase your products & services again and again?
Those clients who do are legacy clients. And here's the thing: it's much easier to sell to someone who already experienced what you have to offer than to acquire a new client.
What does an offboarding process do for your business?
There are multiple reasons to have an offboarding system in your business–and no matter what industry you're in–almost all of them apply.
- Reaffirm the purchase one final time, leaving a lasting impression of the delightful experience you gave your customer
- Clean up any errors you may have had during the process by ending the project on a positive note.
- Give you valuable data about your customers, which you can use to attract more of the same customers.
- Make sure everyone on your team provides the same kind of ‘goodbye' experience. No blind spots, gaps in communication, or unnecessary errors
- Turn your current customers into legacy clients, who think of you repeatedly whenever they need a service like yours. It's easier to sell to someone who has already worked with you and loved the experience.
How do we start creating an intentional offboarding process and experience that nurtures our clients?
Start with your philosophy. Consider what your significant objectives are when you say goodbye to a customer. What are you hoping to achieve in the long run?
Consider the different ways your relationships end. Not every relationship ends because a project finishes. How will you offboard customers when they cancel their event or cancel their services with you? What if you decide to cancel/fire a customer–what will that goodbye experience look like?
Develop a system to close down projects. When the project is complete, and the contract is expired, what are the steps you take to shut down the work associated with it? Your internal or inward-facing system is what your business does behind the scenes.
Create a system to nurture your customers into legacy clients. What is the lasting impression you want to leave your customers? How can you make them hungry to work with you again? Do they even know that is an option?
Great! What's your next step to create this offboarding process?
Ready to create some kick-ass offboarding systems in your business that wrap up projects, affirm the sale, nurture your clients, and turn them into legacy customers?
I've created a free offboarding checklist you can download that walks you through several different scenarios to think through with your team so you can surprise and delight your customers every step of the way.
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