How You Offboard Says Everything

At a roundtable I hosted recently at Pimento's Festival of New Business, someone asked me a question:

"Should we make it as hard as possible for a client to leave?"

Short answer? Absolutely not.

The way you offboard a client says just as much about your agency as how you bring them in.

Most clients don't leave because of some dramatic fallout. They leave because the project wrapped up. Or a new internal lead came in. Or the budget's changed. Or their strategy's shifted. Normal stuff.

But just because they're leaving now doesn't mean they're gone forever.

Handled well, the end of a relationship can still lead to

• Future work when the timing's right
• Referrals to other teams or companies
• Testimonials you can use in your creds
• Candid feedback that helps you get better

Handled poorly? You burn a bridge. And in an industry built on reputation, that's a fire you can't afford.

A short audit

Take a good, honest look at your offboarding process this week.

• Do you have one?
• Are you wrapping up projects with intention and care?
• Are you packaging up final deliverables neatly, so they're easy for the client to access later?
• Are you thanking them properly, for their trust, their time, and the opportunity to work together?
• Are you asking for feedback and making space for an exit conversation?
• Are you planting the seed for a future reconnection?

It doesn't need to be complicated. But it does need to be thoughtful.

Because the way a client leaves your agency often determines whether they ever come back.

Jo x