Client Management

Client Offboarding Checklist

Handle client offboarding professionally. Ensure smooth transition, gather feedback, and leave the door open for future work or referrals.

Your Progress0 of 20 completed

Confirm offboarding timeline per contract

Check notice period (30, 60, 90 days). Plan handoff within that window.

Notify client in writing (email + formal letter if needed)

Professional, gracious tone. Thank them. State effective date and next steps.

Schedule transition call or meeting

Discuss handoff, knowledge transfer, and any support during transition.

Assign internal owner for offboarding

One point of contact to coordinate. Ensures nothing falls through cracks.

Compile all deliverables, files, and assets

Organize everything client will need. Use same approach as project handoff.

Transfer accounts, credentials, and access

Domain, hosting, tools, analytics. Transfer ownership or add client as admin.

Create handoff document

Links, credentials, notes. How to maintain, who to contact for what.

Conduct handoff/training session

Walk through systems and key workflows. Record if helpful.

Invoice for all work through end date

Ensure no unbilled hours or expenses. Send final invoice promptly.

Collect outstanding payments

Follow up on any overdue invoices. Resolve before full closure.

Cancel recurring billing if applicable

Stop retainer invoicing. Confirm no future charges.

Obtain formal contract termination if required

Signed termination or mutual release if contract specifies.

Request exit interview or feedback

What worked? What could improve? Useful for process improvement.

Ask for testimonial or case study (if positive)

Even at end, a positive reference helps. Offer to draft for approval.

Request referral to replacement agency if helpful

Offer to introduce another agency if they need one. Builds goodwill.

Leave door open for future work

Part ways positively. 'We’d welcome the chance to work together again.'

Archive project and client in CRM

Mark as churned/offboarded. Retain history per data policy.

Revoke access to internal tools and portals

Remove from client portal, project tools. Do after handoff complete.

Update capacity and resource allocation

Free up team for new work. Update forecasts.

Document lessons learned

Why did they leave? What could we have done differently? Share with team.

Related Resources

Client Offboarding Guide

Project Handoff Checklist

Client Retention Strategies

CRM for Agencies

Client Portal

Frequently Asked Questions

How do we handle offboarding when the client is unhappy?

Stay professional. Fulfill obligations. Don’t defend or argue. Offer exit interview to learn. A graceful exit can still yield feedback and prevent negative word-of-mouth.

Should we offer a discount to finish the relationship amicably?

Case by case. If it preserves relationship and referral potential, a small goodwill gesture can help. Don’t undercut your value or set bad precedent.

When do we revoke client access to our tools?

After handoff is complete and client has what they need. Typically at or shortly after contract end date. Communicate the exact date.

What if the client wants to take work elsewhere mid-project?

Check contract for termination and ownership of work-in-progress. Deliver what they’re entitled to. Invoice for completed work. Stay professional.

How do we prevent offboarded clients from bad-mouthing us?

Professional, gracious offboarding. Deliver everything promised. Request feedback and act on it. Sometimes it’s unavoidable, but good process minimizes risk.