Client Offboarding List

Objective:

To ensure a smooth and professional transition during the offboarding of clients, safeguarding relationships and maintaining organizational integrity.

General Principles:

• Professionalism: Maintain a courteous and professional demeanor throughout the offboarding process.
• Transparency: Ensure clear communication with the client and internal team members.
• Thoroughness: Complete all offboarding tasks to avoid any potential issues post-offboarding.

Client Offboarding Checklist: #

1. Notification and Communication #

Conrad or the CSM will send a Basecamp message to ALL team members letting them know of the client leaving/churning and when this takes effect

• Send Churn Notice in Basecamp
• Action: Post a churn notice in Basecamp.
• Details: Tag all relevant team members to notify them of the offboarding process.
• Purpose: Ensure the entire team is aware of the client’s departure and can prepare accordingly.

2. Schedule Offboarding Call #

• Action: Schedule a 30-minute offboarding call with the client.
• Details: Use a scheduling tool to find a convenient time for both parties.
• Purpose: Discuss final deliverables, answer any questions, and clarify the transition process.

3. Pause All Active Ads #

• Action: Pause all active advertising campaigns.
• Details: Access each advertising platform (Google Ads, Facebook Ads, etc.) and pause campaigns.
• Purpose: Prevent further charges to the client and ensure no campaigns are running post-offboarding.

4. Confirm Access Item Removal #

• Action: Re-send the list of access items obtained during the kickoff to the client.
• Details: Include a link to the original onboarding document (Onboarding Access Items).
• Purpose: Ensure the client has removed your team’s access to all relevant platforms and accounts.

5. Platform and Access Management #

• Update Airtable
• Action: Update Airtable to reflect the client’s status as “Inactive.”
• Details: Ensure that all active scopes are updated to maintain accurate tracking.
• Purpose: Keep all team members informed and maintain accurate client records for future reference.

6. Prepare and Share Google Drive Folder #

Send any final docs or work-in-progress items that the client may have been waiting for.

Do right by the client no matter why they are leaving! Send anything in progress.

• Action: Create a Google Drive folder containing all previous work.
• Contents:
• Canva files
• Social media content calendars
• Facebook ad graphics
• Other design-related deliverables
• Purpose: Provide the client with access to all work completed, ensuring they have all necessary materials for future use.

7. Share Account Logins via 1Password #

• Action: Share any relevant account logins using 1Password.
• Details: Include logins for accounts created on behalf of the client (e.g., TikTok, Instagram).
• Purpose: Ensure the client has access to all accounts, preventing any access issues post-offboarding.

Additional Considerations: #

Communication: #

• Internal: Regularly update the internal team on the offboarding progress and any client feedback.
  • The CSM will update the team during the All-Hands weekly call that we’ve churned the client in case any previous messages are missed 
• Client: Maintain open communication with the client to address any concerns promptly.

Documentation: #

• Archive: Archive all project-related communications and documents for future reference.
  • Update Airtable to “Inactive” to allow for scope filters to work
    • Airtable MUST be updated to make sure that we’re keeping track of all active scope as many views depend on the “Active” filter
• Feedback: Collect feedback from the client to improve future onboarding and offboarding processes.

Post-Offboarding Follow-Up: #

• Check-in: Schedule a follow-up email or call a few weeks post-offboarding to ensure the client is settled and to leave the door open for future collaboration.
  • For any full service client, Conrad may book a “postmorterm” call with all core/key team members working on the account & with the client
    • Goal: explain why we failed/didn’t meet the client’s needs.
• Referral Request: Politely request referrals or testimonials if the client was satisfied with the service provided.