In this process we’ll review how to offboard clients if they decide to pause/stop services or we’re no longer working with the client (sold to Vacasa, ect).

Steps To Take To Offboard Client #

Conrad to send Basecamp message to ALL team members letting know of the client leaving/churning and when this takes effect #

Basecamp message will allow everyone on the team to be aware of churned clients right away.

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.

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.

Client Success (Sofia) will update us on the team call that we’ve churned the client in case any previous messages are missed #

On our weekly all hands team call.

For any full service client, Conrad to book a “postmorterm” call with all core/key team members working on account & with client #

Goal: explain why we failed/didn’t meet the client needs.