BRX Pro Tip: Client Offboarding
Stone Payton: Welcome back to BRX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, we’ve talked about there’s probably several books about onboarding a client. But let’s talk about client offboarding.
Lee Kantor: Yeah. I mean, the reality is that, you’ve got to think about things that maybe you don’t want to think about going into a relationship. But one of the things to think about is that not every client is going to be a client for life. So, you better have a way to offboard that client that doesn’t create any hard feelings and doesn’t create any kind of friction.
Lee Kantor: And it’s important to do that early in the relationship. So, have you explained to your client early in the relationship the rules of disengagement? Do they understand how things are going to work if and when you’re no longer working together? The more that they can clearly understand how the relationship is going to end and what they’re going to be able to take away from the relationship, what you’re going to be able to take away from the relationship, that’s going to prevent misunderstandings at the end of your time together.
Lee Kantor: So, invest some time in thinking about, “Okay. I have this client now. What’s going to happen if they choose to go a different way, either stop using my service or go to another vendor? How easy or hard is it going to be to disengage?” So, think about that offboarding. Spend some time proactively thinking about it so you don’t have any friction or misunderstandings later on when things can get emotional or highly charged.
