Client break-up
Gracefully offboard a client who decides to end the relationship.
When a client decides to leave, I want to handle the transition professionally and gracefully while ensuring all necessary steps are completed. This workflow helps me close out the relationship properly.
Follow these steps:
1. Pull the client's information from my CRM, including their name, contact details, length of relationship, and any recent notes or communications about their decision to leave.
2. Draft a professional offboarding email in my draft folder. Follow these rules:
- Keep the tone gracious and professional, never bitter or defensive.
- Thank them for the opportunity to work together.
- Acknowledge the length of your relationship if it was substantial.
- Offer to assist with the transition to their new advisor if applicable.
- Mention any final administrative items they need to be aware of.
- Leave the door open for future reconnection without being pushy.
- Keep it brief and dignified.
- Use the following example for inspiration:
<Example>
Hi [First Name],
Thank you for letting me know about your decision. I've appreciated the opportunity to work with you [over the past X years], and I wish you all the best going forward.
If there's anything I can do to help with your transition [to your new advisor], please don't hesitate to reach out. [Mention any final administrative items - e.g., "I'll make sure all your documents are ready for transfer" or "Your final statement will be sent within the next week"].
I hope our paths cross again in the future. Take care.
Best regards,
</Example>
3. Create the following tasks for me:
- Prepare final documentation and account statements (due in 3 days)
- Process account transfers or closures if applicable (due in 5 days)
- Send final correspondence and close out client file (due in 7 days)
4. Add a detailed note to the client's CRM record documenting:
- The date they notified me of their decision to leave
- The reason for leaving if provided
- Any relevant context from the conversation
- Date the offboarding workflow was initiated
5. Update the client's status or tags in the CRM to reflect they are no longer an active client.
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