Template
Client offboarding meeting template
When a client leaves: hand back their data and access cleanly, understand honestly why they are leaving, and part on good terms — they may come back, and they will talk.
The agenda, with a time for each part
- Why they are leaving8 min
- What would have made you stay?
- Their data and access8 min
- What do you need exported, and by when?
- What happens on our side6 min
- When do access and billing stop, and what is deleted?
- Anything we owe them4 min
- Refunds, final reports, open work?
- Parting4 min
- Can we stay in touch?
How the notes read afterwards
A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.
Why. Moving to an all-in-one system their new parent company uses.
Data. Full export of patients and invoices by the 15th.
Our side. Access ends on the 31st; data deleted 30 days later, confirmed by email.
Parting. Their manager happy to be a reference for the work we did.
Running it well
- Ask why once, then listen. Defending yourself turns the most useful feedback you will get into an argument.
- Make leaving easy. Clients who leave cleanly come back and recommend you; clients trapped by a difficult exit warn others.
- Confirm in writing what will be deleted and when, especially personal data.
Ways to change it
When to skip it. Never skip the data and access steps; the conversation is optional if they decline it.
Questions
What is client offboarding?
The process of ending a relationship with a client: returning or deleting their data, removing access, settling what is owed, and learning why they left.
What should a client offboarding checklist include?
Data export, access removal, final billing, deletion of data and confirmation in writing, outstanding work, and feedback.
Why ask a departing client for feedback?
Leaving clients are often the most honest about what to fix, and a respectful exit makes them more likely to return or recommend you.
What happens in the room
Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.
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