Most of the clients I work with when setting up their Dubsado* accounts don't have off-boarding workflows. And even quite a few don't ask for feedback / reviews. 😬
It's time to talk about a part of your client journey that often gets overlooked – the magical world of offboarding.
You'd be surprised to know that many of the fantastic clients I work with, while setting up their Dubsado* accounts, tend to skip creating those essential off-boarding workflows. And believe it or not, quite a few forget to ask for feedback and reviews too. 🙈
But here's the thing – you're missing out on something big!
Reviews aren't just great marketing content; they're like little bursts of sunshine for your business. 🌞🌞 But beyond that, consistently seeking feedback on your service is like having a secret recipe for success. If you don't ask, how can you be sure your service is the best it can be? Trust me, it doesn't matter how long you've been doing what you do; there might be that one client who drops a gem of wisdom that could take your service to the next level.
Let me share a bit about my offboarding workflow:
💌 7 days after the project wraps up, I send my clients a Feedback form. Quick tip – do this while everything is still fresh in their minds. In this form, I ask the usual questions, but I also check if they're cool with me using their feedback for marketing. Sometimes, I even go the extra mile and ask for a headshot or a video of their feedback. Note: The timing of asking for a testimonial is key, make sure you give your clients time to get a big win so they can share that with you - it's pointless in me asking my clients for a testimonial too soon as it takes time for them to get their wins. This is where splitting up the feedback form and the testimonial request make sense!
💌 I set up some reminders to tidy up, like archiving Google Drive folders, deleting any login info in 1Password, and archiving the project in Dubsado*. GDPR compliance is key!
💌 Then, I send my clients a little Goodbye Pack. It explains what to expect now that our contract is officially wrapped up. After all, we don't want to leave them hanging, right? Here's a blog post where I spill the beans on what goes into my Goodbye Pack!
💌 I also make sure to share project content on social media (only with the client's consent, of course) and the shiny new testimonial I've received after they've filled out the Testimonial Request.
💌 Oh, and here's a heartwarming touch you can add to your offboarding process – a little gift for your client. It doesn't have to break the bank; even a handwritten thank-you note can work wonders. Unexpected snail mail always brings smiles. It's the little things that make all the difference, and it doesn't need to cost a fortune!
💌 Now, let's get into upselling...don't forget to let your clients know all the other services you offer, maybe they had no idea you offered that as well. Maybe you have follow up support packages you can offer now the project is over. Don't be shameful here, PROMOTE YOURSELF! They might not sign up for them immeditatly, but at least you've planted the seed.
💌 Lastly, DON'T leave them high and dry once your project is over. Set up an email sequence to check in with them every so often. This keeps you front of mind if they ever need any further help.
Creating an offboarding workflow doesn't have to be a daunting task. If you don't have one yet, now's the perfect time to get started! And if you need some guidance on how to make your client experience truly extraordinary, check out my Dubsado in a Week package. Let's turn your client experience up a notch! 🚀✨