How to elevate your client offboarding process

Ryan Forsythe, Content Marketing Specialist, Moxo

The conclusion of a client relationship, whether for the time being or on a more permanent basis is a vital part of the client process. While many companies may see this concluding stage as something to get through as quickly as possible so they can focus on new and existing clients, saying goodbye needs to be done with grace and thought.

First impressions may be important, however, it’s the final impressions that a client will take away with them—and you need these impressions to be positive. In this article, we’ll examine the art of client offboarding and the best way to keep the door open for potential future collaborations.

Client offboarding: It’s far more important than you think

Imagine you’re watching a movie and in the final act—just because the producers know the audience is about to leave in 15 minutes—they don’t bother delivering a decent ending. You’re unlikely to go and see a sequel and probably won’t recommend the film to your friends.

With the psychological phenomenon known as the peak-end rule indicating that people predominantly remember the most intense part of an experience and the very end, for client relationships, a positive ending significantly influences how clients perceive your brand, product, or services.

Enhanced referral rates

Satisfied clients are not simply content consumers but potential advocates for your business. A positive client offboarding experience contributes significantly to higher referral rates—with referrals bringing in potential new clients with a 30% higher conversion rate and a 37% higher retention rate.

What’s more, clients may not be saying goodbye forever. Statistics show that 24% of consumers are willing to go out of their way to buy from a vendor they've had a good relationship with previously.

How to improve your client offboarding

Expressing gratitude in a personalized manner, such as handwritten notes, thoughtful gifts, or farewell lunches, leaves a lasting impression of appreciation and respect, nurturing a sense within a client that you weren’t just in this for the money.

Along with a personalized marker of their departure, there are a number of other options you should consider.

  • An exit survey

A powerful tool for gathering feedback and insights, exit surveys provide clients with an opportunity to share their thoughts and concerns, aiding in the continuous improvement of your products and services.

  • Keep the door open

Expressing a willingness to work together again in the future is an invitation for a positive connection to continue. Clients should feel that the door is always open for any potential reconnection.

  • Subscription offers

Just because a formal client relationship is drawing to a close, this doesn’t mean they should lose touch. Invite clients to subscribe to newsletters or receive updates so they can stay connected with your brand.

  • Referral program reminder

Gently reminding clients about your customer referral program is a fair move that won’t ruffle any feathers. It not only emphasizes the mutual benefits of collaboration but also encourages them to share their positive experiences with others.

  • Testimonials

If the client is leaving after a positive experience, asking for a testimonial or teh permission to feature the client's project on your website is not only a show of appreciation but also a way to showcase successful collaborations to a broader audience.

Things to avoid

While a client may choose to leave for any number of reasons, it’s important to resist the temptation to grill them about their reasons and attempt to hard sell them into staying. While an open discussion about their departure is fine, it needs to be conducted with respect for their decision.

  • Don’t overreact

When receiving feedback or constructive criticism, avoid becoming defensive. Express gratitude for their honesty and assure them that their concerns will be thoroughly addressed.

  • Don’t withhold information

As in all aspects of a relationship, transparency is the key. Withholding information related to their account, projects, or results can erode trust, with full disclosure crucial to a respectful exit.

  • Don’t apply pressure

Clients should feel in control of their communication preferences post-offboarding. Avoid pressuring them into commitments for future updates or engagement.

How Moxo's client portal can help

In the realm of client management, Moxo client portals offer a forward-thinking solution that effortlessly handles the subtleties of successful client offboarding. Our portals facilitate the seamless transfer of files, documents, and information, ensuring that clients have access to relevant materials post-departure.

With our portals offering highly personalized customization options, they allow businesses to tailor the offboarding process to align seamlessly with your brand identity. A platform that sets the stage for a graceful and supportive conclusion to client relationships, a Moxo client portal delivers exceptional client experiences even during farewells.

To find out more about how Moxo client portals can deliver an elegant and satisfying conclusion to your client relationships, you can contact us here.