Client Offboarding Email

Client Offboarding Email Template — End Relationships Well

Part ways professionally. Our templates ensure smooth transitions, final deliverables, and positive closure.

Email Template

Subject Line:

Final Update: [Service/Project] Transition & Next Steps

Email Body:

Hi [Client Name],

I hope this email finds you well. I'm writing to confirm the conclusion of our [service/project] and ensure a smooth transition.

**Final Deliverables:**
All final work has been completed and delivered:
- [Final deliverable 1]: [Location/link]
- [Final deliverable 2]: [Location/link]
- [Documentation/resources]: [Location/link]

**Account Access & Credentials:**
To ensure you have everything you need, here's access information:
- [Account/service 1]: [Access details or transfer instructions]
- [Account/service 2]: [Access details or transfer instructions]
- [Passwords/credentials]: [How to access - consider using a secure method]

**Final Invoice:**
Invoice #[NUMBER] for $[AMOUNT] has been sent and covers [what it covers]. Payment is due by [DATE]. This is our final invoice for this engagement.

**Support Period:**
[If applicable: "You have [X] days of support included for any questions or minor adjustments. After [DATE], additional support will be available at [rate/terms] if needed."]

[If no support: "If you have any questions about the deliverables or need clarification, feel free to reach out within the next [X] days."]

**Thank You:**
Thank you for the opportunity to work with [Company Name]. [If positive: "I'm proud of what we accomplished together, especially [specific achievement]."] [If neutral: "I appreciate the partnership and wish you and your team continued success."]

**Looking Ahead:**
If your needs change in the future or you have new projects, I'd be happy to discuss how I can help. I'm here if you need anything.

**Final Checklist:**
- [ ] All deliverables received and reviewed
- [ ] Account access transferred/confirmed
- [ ] Final invoice paid
- [ ] Any questions addressed

If you need anything else or have questions, please don't hesitate to reach out.

Best regards,
[Your Name]
[Your Company]
[Phone]

How to use: Copy the template above and replace the placeholders (like [Client Name], [Project Name], etc.) with your actual information.

When to Use This Template

How you handle a client departure says as much about your agency as how you handle an arrival. Professional offboarding preserves the relationship for potential future work, generates referrals even from departing clients, and protects your reputation in an industry where word travels fast. Use this template when a client has decided not to renew or has given notice of their departure. Send it within 48 hours of receiving their decision. A professional, graceful response to departure is unexpected — most agencies either disappear or become passive-aggressive — and leaves a lasting positive impression. The offboarding email serves three strategic purposes: it facilitates a clean handover (protecting your professional reputation), it leaves the door open for return (20-30% of departed clients come back within 2 years), and it creates an opportunity for honest feedback that helps your agency improve.

Best Practices

Express Gratitude Without Guilt

Thank the client genuinely for the time you worked together. Do not make them feel guilty for leaving — guilt-driven retention is short-lived and toxic. A warm, professional farewell makes clients far more likely to refer you and return in the future than a bitter or dismissive response.

Offer a Thorough Handover

Proactively offer to transfer all assets, credentials, and documentation. Prepare a handover document listing all accounts, logins, active campaigns, and pending work. This demonstrates professionalism and eliminates the risk of the client bad-mouthing you because of a messy transition.

Ask for Exit Feedback

Request honest feedback about why they are leaving. Frame it as a learning opportunity: "Your perspective would help us improve for future clients." Exit feedback is often the most honest feedback you will receive, and it surfaces blind spots your team may not recognize from the inside.

Leave the Door Open

Close with a genuine invitation to work together again in the future. "Our door is always open if your needs change" is enough. Do not be desperate or overly persistent — a clean, dignified farewell is the strongest possible foundation for a future re-engagement.

Pro Tips

Send offboarding emails immediately after service ends or decision is made
Ensure all deliverables are delivered and accessible
Provide clear account access and credential transfer instructions
Handle final billing clearly and professionally
Thank them for the partnership regardless of how it ended
Leave the door open for future work without being pushy

What Makes This Template Effective

Professional Closure

Ends relationships professionally and positively.

Final Deliverables

Ensures all final work and files are delivered.

Knowledge Transfer

Provides access to accounts, passwords, and documentation.

Final Billing

Handles final invoices and payment clearly.

Future Opportunities

Leaves the door open for future work.

Gratitude Expression

Thanks clients for the partnership regardless of how it ended.

Frequently Asked Questions

When should I send an offboarding email?

Send immediately after the service ends, contract expires, or the decision to end the relationship is made. Don't delay—clear closure is important for both parties.

What should I include in an offboarding email?

Include: confirmation of final deliverables and locations, account access/credential transfer instructions, final invoice information, support period details (if applicable), gratitude for the partnership, and a professional closing.

How do I handle offboarding when the relationship ended poorly?

Stay professional and positive. Don't assign blame or express frustration. Focus on final deliverables and smooth transition. Thank them for the opportunity and wish them well. Professional closure protects your reputation.

Should I ask for feedback during offboarding?

You can, but be careful. If the relationship ended positively, asking for feedback or a testimonial is fine. If it ended poorly, skip it. Focus on smooth transition and professional closure.

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