BTS ๐ฅ THE MOST UNDERRATED PHASE OF THE CLIENT EXPERIENCE
Throughout this series, Iโve walked you through the same process I use with my clientsโ(๐บ๐ฆ๐ด, ๐ช๐ตโ๐ด ๐ฃ๐ฆ๐ฆ๐ฏ ๐ท๐ฆ๐ณ๐บ ๐ฎ๐ฆ๐ต๐ข).
๐๐ฒ๐ฟ๐ฒโ๐ ๐๐ต๐ฒ ๐ฏ๐ฟ๐ฒ๐ฎ๐ธ๐ฑ๐ผ๐๐ป ๐๐ผ ๐ณ๐ฎ๐ฟ:
Phase 1: โProcess Mappingโ
Phase 2: โGathering Supporting Materialsโ
Phase 3: โBuildโ
๐๐ฐ, ๐ธ๐ฉ๐ข๐ต'๐ด ๐ฏ๐ฆ๐น๐ต?
THE Offboarding / Training / Support Period ๐
๐ง๐ต๐ฒ ๐ฝ๐ถ๐ฒ๐ฐ๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ฐ๐น๐ถ๐ฒ๐ป๐ ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ ๐๐ผ๐ ๐ฎ๐ฟ๐ฒ ๐บ๐ผ๐๐ ๐น๐ถ๐ธ๐ฒ๐น๐ ๐ผ๐๐ฒ๐ฟ๐น๐ผ๐ผ๐ธ๐ถ๐ป๐ด.
๐๐ป๐ฑ ๐ถ๐๐ ๐ฒ๐ฎ๐๐ถ๐ฒ๐ฟ ๐๐ต๐ฎ๐ป ๐๐ผ๐ ๐๐ต๐ถ๐ป๐ธ.
This phase might feel anti-climactic when I do it for myself (๐ฃ๐ฆ๐ค๐ข๐ถ๐ด๐ฆ, ๐ธ๐ฆ๐ญ๐ญ, ๐'๐ฎ ๐ฏ๐ฐ๐ต ๐ฐ๐ง๐ง๐ฃ๐ฐ๐ข๐ณ๐ฅ๐ช๐ฏ๐จ ๐ฎ๐บ๐ด๐ฆ๐ญ๐ง), but i๐'๐ ๐ต๐ฎ๐ป๐ฑ๐-๐ฑ๐ผ๐๐ป ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐บ๐ผ๐๐ ๐๐ป๐ฑ๐ฒ๐ฟ๐ฟ๐ฎ๐๐ฒ๐ฑ ๐ฝ๐ฎ๐ฟ๐๐ ๐ผ๐ณ ๐๐ต๐ฒ ๐ฐ๐น๐ถ๐ฒ๐ป๐ ๐ฒ๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ.
So I'm going just to walk you through my recommendations.
Many clients have said they felt overwhelmingly supported during the offboarding process with meโmore than they ever expected. (๐๐ฉ๐ฆ๐ค๐ฌ ๐ฐ๐ถ๐ต ๐ต๐ฉ๐ฆ ๐ต๐ฆ๐ด๐ต๐ช๐ฎ๐ฐ๐ฏ๐ช๐ข๐ญ ๐ข๐ต๐ต๐ข๐ค๐ฉ๐ฆ๐ฅ ๐ง๐ฐ๐ณ ๐ฑ๐ณ๐ฐ๐ฐ๐ง.)
๐๐'๐ ๐ฒ๐ฎ๐๐ ๐๐ผ ๐ต๐ฎ๐ป๐ฑ ๐ผ๐ณ๐ณ ๐ฑ๐ฒ๐น๐ถ๐๐ฒ๐ฟ๐ฎ๐ฏ๐น๐ฒ๐ ๐ฎ๐ป๐ฑ ๐ฑ๐ถ๐๐ฎ๐ฝ๐ฝ๐ฒ๐ฎ๐ฟ ๐ถ๐ป๐๐ผ ๐๐ผ๐๐ฟ ๐ป๐ฒ๐ ๐ ๐ฝ๐ฟ๐ผ๐ท๐ฒ๐ฐ๐. But thatโs a missed opportunity!
๐ง๐ต๐ถ๐ ๐ถ๐ ๐ฝ๐ฟ๐ถ๐บ๐ฒ ๐๐ถ๐บ๐ฒ ๐๐ผ:
โจ Upsell or renew the client for future work
โจ Stay top of mind for referrals and future opportunities
โจ Collect testimonials
๐ง๐ต๐ฒ ๐๐ฒ๐ป๐ฒ๐ณ๐ถ๐๐ ๐๐ฟ๐ฒ ๐๐๐ด๐ฒ:
๐ Clients return for more work (and tell their friends)
๐ You create an ongoing relationship without feeling like youโre โsellingโ
๐ You actually collect the social proof you always forget to ask for
In this week's newsletter, I go through aaaalll of my recommendations for my offboarding process.
๐๐ฒ๐ฟ๐ฒโ๐ ๐ ๐ ๐ข๐ณ๐ณ๐ฏ๐ผ๐ฎ๐ฟ๐ฑ๐ถ๐ป๐ด ๐ฃ๐ฟ๐ผ๐ฐ๐ฒ๐๐ (๐๐ป๐ฑ ๐ช๐ต๐ ๐๐ ๐ช๐ผ๐ฟ๐ธ๐)
๐ ๐๐ฒ๐ฎ๐๐ฒ ๐๐ต๐ฒ๐บ ๐๐ถ๐๐ต ๐บ๐ผ๐ฟ๐ฒ ๐๐ต๐ฎ๐ป ๐ฑ๐ฒ๐น๐ถ๐๐ฒ๐ฟ๐ฎ๐ฏ๐น๐ฒ๐. Give them a guide, next steps, or resources that make life easier without you.
๐ ๐๐ผ๐น๐น๐ผ๐ ๐๐ฝ ๐ฎ๐ ๐ญ ๐บ๐ผ๐ป๐๐ต, ๐ฏ ๐บ๐ผ๐ป๐๐ต๐, ๐ฎ๐ป๐ฑ ๐ฒ ๐บ๐ผ๐ป๐๐ต๐. Check-in casually to see how things are going. At each point, ask for another testimonial and remind them how else they can work with you.
๐ ๐๐จ๐ง๐ข๐ ๐๐ง๐ ๐๐ง. Seriously, set up these follow-up emails once, and youโre done. If thereโs a client youโd rather not follow up with, just turn off the automation.
๐๐ฟ๐ฒ ๐๐ผ๐ ๐ณ๐ฒ๐ฒ๐น๐ถ๐ป๐ด ๐ถ๐ป๐๐ฝ๐ถ๐ฟ๐ฒ๐ฑ ๐๐ผ ๐ฐ๐ฟ๐ฒ๐ฎ๐๐ฒ ๐ฎ ๐๐ฒ๐ฎ๐บ๐น๐ฒ๐๐, ๐ฏ๐ฒ๐ต๐ถ๐ป๐ฑ-๐๐ต๐ฒ-๐๐ฐ๐ฒ๐ป๐ฒ๐ ๐๐๐๐๐ฒ๐บ ๐ณ๐ผ๐ฟ ๐๐ผ๐๐ฟ ๐ฏ๐๐๐ถ๐ป๐ฒ๐๐ ๐๐ต๐ฎ๐โ๐ ๐ฎ๐ ๐ฝ๐ผ๐น๐ถ๐๐ต๐ฒ๐ฑ ๐ฎ๐ ๐๐ต๐ฒ ๐๐ฒ๐ฟ๐๐ถ๐ฐ๐ฒ๐ ๐๐ผ๐ ๐ฑ๐ฒ๐น๐ถ๐๐ฒ๐ฟ?
If the answer is yes, letโs chat.
