On this week’s Dear Katie, I’m asked a question that many service providers find themselves asking at some point: “Katie, I had a client leave to go to a new firm. I’m going to see them next week at BNI meeting. Any tips? How do you handle it when a client decides to leave? I always feel awkward.”

Your first impression matters, but when someone leaves, that’s what people ultimately remember.

So you could say, offboarding is, for me, is even more important than first impressions.

Let me give you a personal example. 

I worked with a contractor for a few years, and she did amazing work until the final few months when:

– Deadlines were being blown left and right

– Communication went from responsive to emails being missed

– Quality started to decline, with noticeable errors and issues

All of these issues were symptoms of a bigger problem. 

Shortly after they popped up, she told me that she was shutting down her business.

I’m happy she’s going in a direction that fits her, and I do like her as a person.

However, it’s hard to remember the good times when we first started working together, when she was hyper-organized and easy to communicate with. What I remember is how she left: the months of deadlines being missed and how the quality declined.

She still has another business, but my perspective on her has changed, and I wouldn’t refer her because the last impression and offboarding left me in a serious bind.

Why Offboarding Matters

In accounting, firms are often so hyper-focused on the onboarding process (which matters) that they overlook their offboarding process.

How you offboard (r even handle a frustrated lead who walks away) says more about your brand than any sales pitch.

Here’s the reality:

• People may not remember the kickoff call, but they will always remember how they are treated when things aren’t going right.
• A respectful, professional and thoughtful goodbye often turns former clients into referral sources.
• Ending on a strong note shows former clients that your firm has real processes and values, not just sales tactics. It also reduces the risk of clients leaving negative reviews.

It doesn’t matter whether it’s a client who wants to part ways or a lead who ignores your proposal; the way you engage matters.

• The way you follow up is a form of content
• The way you “thank them anyway” is a powerful trust-building tool
• The way you close the conversation is a part of your brand

In a way, offboarding is part of your marketing strategy. And it’s one component that most firms overlook.

Offboarding the Right Way Leaves the Door Open

When you leave on a good note, you open the door to future opportunities to work together again or to receive referrals from former clients.

I know this first-hand.

A former client paused our services last year because they decided to hire an in-house team (understandably).

When the client made this decision, I didn’t just send a “thanks, good luck!” email.

I recorded a quick Loom video reviewing the results we achieved, provided links to the content we created together and left the door open if they needed support in the future. I expressed my appreciation for our working relationship and thanked them for being a valued client for the last few years. 

Six months later? Not only had they referred us a client, but they came back.

Not because of how we started, but because of how we left.

How you leave matters. That’s why this week, I encourage you to review your offboarding process.

• Do you have one?
• Does your process reflect your values?
• Are you leaving the door open for future opportunities?

If not, maybe it’s time to make adjustments. Remember: how you leave is an important marketing moment that firms overlook and rarely optimize for. 

And, that’s a wrap on this Dear Katie question.

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Now I want to hear from you. Do you have a question? 

Submit it here

Until next time, cheers to your success!

Katie