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Nov. 1, 2021

The Process Of Offboarding Clients

The Process Of Offboarding Clients

It's time for you to finalize your contracted obligations with a client - the separation process. Kristina is talking about offboarding in this episode and it's not as complicated as you're making it! Offboarding is creating a plan and processes of all the necessary tasks that must be done consistently each time you finalize your services with a client. This is your last opportunity to wrap up all you have done in a pretty package tied with a bow. Let's make sure you end on a high note!

Don’t fall short on your overall customer’s experience with you just because you forgot to do something at the end to wrap up your contractual obligations! Tune into this episode to hear Kristina talk about the offboarding process and how creating those systems and processes now, will save you in the future.

Whether it’s hand-written thank you’s or email correspondence, surveys to vendors and clients or cataloging photographs from your events, each of us have a series of tasks that need to be done as we are wrapping up our services with any particular client. Catch this episode to hear Kristina explain how creating an offboarding plan of the steps you need to take each time will help you be more productive and consistent.

You’ve just wrapped up the wedding of the century! Congratulations! Now it’s time to review your contract to ensure you’ve met all your obligations, write thank you notes, catalog your event photographs, send out a survey and ask for a testimonial about the services you’ve provided. That’s offboarding and it really is as simple as creating a list of these items you do each time to make sure you don’t forget any checkboxes at the end.

BY THE TIME YOU FINISH LISTENING, YOU’LL UNDERSTAND that creating an offboarding process is actually quite simple… it’s just a list of to-do items or steps you take consistently at the end of your contractual obligations with a client.

Do you have an offboarding process already in place? Share with us what it is and tag us on Facebook or Instagram @theringtheblingandallthethings

Connect with the host:

Kristina Stubblefield - www.kristinastubblefield.com social media @kristinastubblefield  

Transcript

Kristina Stubblefield  0:00  
It's time for you to finalize your contract and obligations with a client, the separation process. I'm talking about offboarding In this episode, and it's not as complicated as you're making it out to be. offboarding is creating a plan and processes of all the necessary tasks that must be done consistently. Each time you finalize your services with a client, let's make sure you end on a high note. 

Welcome to Marketing Monday, on The Ring The Bling And All The Things podcast. My name is Kristina Stubblefield. And for over 15 years, I've served as a marketing strategist and business coach. Also, I was once a wedding vendor. In these podcast episodes, I'm providing bite sized digestible marketing solutions, and information that can be immediately implemented, and make an impact on your business. Now, let's dive in to this episode. 

You know, today's topic is probably right along the lines with some of my favorite podcast topics. And it's not just because it has to do with technology, it actually has to do with streamlining your processes. And that can sound much more complicated than it needs to be. streamlining your processes is basically having a list of to do's that you do each time you do something. And today's topic is client onboarding. Now there can be many different ways to call this, you know, when you're finalizing your contract with a client, just off boarding is a word that is used a lot of times. And you don't have to overcomplicate this process, a lot of times I tell people to go off of a checklist, because if you're off boarding clients, you probably have other clients somewhere in your pipeline, maybe you have new clients that are coming in. And let's face it, when you're done with a project, or a client, or the biggest majority of it. Sometimes we may not be as dotting every I and crossing every t when it comes to some of the smallest items, when you're pretty much done with that project or for wedding professionals with that event or client. But I'm here to tell you some of those small things with the off boarding process is really a critical piece to your entire business system. It is your last opportunity to wrap that pretty package, tie that bow and send it off. And you don't want to fall short on your overall customers experience. Just because I didn't have that list. Oh, I didn't remember to send the Thank you, Oh, I should have made sure I saved those photos. We all get busy. And wedding professionals are right they are in the same boat. So this topic today is going to talk about some ideas that your onboarding process can include. But let me tell you, it's not going to be the same for every person. And just because I'm sharing with you my ideas doesn't mean that you can add some of your own. You may not even use any of them. But I bet you might if you stay tuned. So if you didn't catch the previous onboarding episode that I did, you might want to go back and listen to it as well. Because that's all about when you're bringing a client on, you're really setting those boundaries and expectations. And that is your first official part of a client being

part of your business family. So let's stick to today's topic offboarding il I know you can like but Gosh, Christina, I've had this client on my books for 12 or 18 months and we were just you know I got to the finish line. But don't sell your business. so short. Finish wrapping that package, whether it's that extra little piece of paper, that pretty little bow, it's going to be worth it, trust me. So, off boarding can be a whole different list of items, but what I'm going to cover is just some of the main ones that come to my mind. So first of all, I've done previous episodes about the importance of reviews. And if it hasn't already dropped yet, I'm going to be doing an episode or may have already done an episode on video testimonials. So you know that that is an important part, or in my beliefs, it's an important part in the marketing puzzle, testimonials, whether they be written a picture of a handwritten note, or an actual video testimonial, there's no better time to ask for those than right when you're done with someone's event. Now I'm not talking about the night of their wedding, or the night of their event. But let's say it's a week after their event, maybe they went on a honeymoon and they're back now, again, your onboarding process can be on whatever timeframe you choose. And it can include any items that you want as part of your business process. So of course, asking for reviews. Now we're getting into a whole nother topic, when we say where do those reviews go? First of all, Google is number one, Google reviews, very important. If you can get a video testimonial, I highly recommend that. And most of the time, wedding professionals have this relationship with their client that most of the time people are excited, they can't wait to do a review, because you were part of their special day. And again, there's a right time and place for that. And I normally recommend a week or two after their event or their wedding is over. That's given them a little time, and you're not hitting them the next day with that request. Now also your thank yous. And I know a lot of people really love handwritten thank you notes. I know that that is something that people really value. But if that's not your style, I suggest you at least send a thank you email. And that is really just a respectful thing to do. To the vendors that you worked with, or that helped bring this event together, there's no right or wrong, who gets a thank you and who doesn't. That's for you to decide. But think of the impression that that fellow vendor is going to have, by receiving a thank you note or a thank you email, you took the time to message them about a previous event, you're not asking them for help, you're not asking them for a favor, you're not hitting them up about another event. You're just saying, Thank you, maybe it's thank you for being part of the team. R i really enjoyed working with you. So those kind of messages. And if you're feeling Froggy, maybe it's a video message. There's a lot of that that's happening. And if you talk about the emotions, and seeing the reactions, when a person does a video testimonial for you think about the impact on the person that you're sending that video message to, in this case, a thank you, you're able to express to them how you appreciate them being part of the vendor team. So I really encourage that to be part of the onboarding. And I put that with your client off boarding or when you're off boarding a couple or an event. Because that to me is part of that kind of closeout process, even though it doesn't specifically have to do with that couple is still part of their event. Now you can also get into

doing surveys. If that's something that you want to include, you could survey other vendors, you could send a survey to your couple. Um, some people strongly believe in surveys. And I think that it can be utilized the correct way. If you're looking for feedback for your business to gain insight. Maybe you haven't a new service that they utilized and you want their opinion. It's not just an overall rah rah, your business was great. But this is when surveys are used for the correct feedback. I think they're very powerful. And I don't know how much that is utilized. From the sense of wedding professionals. I don't hear it discussed a lot. But to me surveys are very powerful, and it just depends on what insight you're getting. Looking for in your business. Now the next thing that I talk to clients about is blogging. Now, you may be thinking, well, I don't have a blog on my website, well, you don't have to think of it from that standpoint, you can actually journal or type it out in your phone, or open word and start typing. But just get your thoughts down onto the screen or onto a piece of paper, about the event that you were just part of, to you, that might not be a very big deal. But to someone out there that your potential client, listening to you describing what the event was, like, what went on how it transpired, what you remember from it, those are connection pieces that you can make with potential clients, without even realizing it. You might be listening, and you might think, Oh, great, she wants me to write something else, she wants me to add something else to my to do list. No, actually, what I'm sharing with you is your making your own marketing content, documenting it is part of the process for you to use it. You know, there's so many times that projects come and go for us and my team. And I think to myself, gosh, when this projects over, I can't wait to journal it to share all these emotions and these fuzzy feelings. And it's been so much fun. And six months goes by, and I'm three or four or five projects down the road. And I'm like, you know what, I should probably add that to the offboarding list because I keep forgetting about it. It's not that I don't have in good intentions. It's not that it wasn't a great experience. Heck, a lot of great things happened in that project. life happened, I got busy, other projects happened. So I'm not saying this to give you more work, I'm saying that you have content to pull from in your marketing efforts, no matter where that is in a blog post on your website, on your social media, or in LinkedIn, on Pinterest. But if you don't document it, I can assure you one thing, you won't use it. Just like this Next item I'm going to go to, if you do not catalog your photos, most of the time, they won't get used. Why? Because other events come the next thing you know, there are 1000 pictures down in your phone. This comes from someone who has, I don't know, six 8000 photos in my phone. And Gosh, I have some incredible photos. Some that have to do with my clients. And guess what? They didn't get categorized in my Google Drive in Google Photos. And I didn't upload them to Dropbox. I'd like to post about them. But it's going to take me 15 minutes to track down the photos. And then I got to get them over onto my computer because I'm going to schedule out this post. And how about this picture from last week, it's not as good, I don't have as many, but it's more convenient. Your pictures and your videos. Tell a story about the events your business has been part of.

That's why I get so excited for marketing content for wedding professionals. Because most of the time, the content is from their experiences. It's just documenting it, it is just categorizing it. It is just cataloging it into an electronic system that you can easily access because nine times out of 10 if you can easily access it, you're going to use it or six months down the road. When you think about it, you can easily get to it and guess what, you're finally going to do that post. And the next reason I think it's important to categorize or catalog photos and videos from events by date by client name, whatever system you want to use is this next item I'm going to say those wedding professionals. One of the easiest and one of the most memorable things you can do is on that one year anniversary, post about it on your social media. That one year anniversary. There you go there's another piece of content for you. If you can get to that couples photos or video easily. You can have it pre scheduled now we're getting into something else but you don't have to do it that day. There's other tools out there that you can schedule out. The day after that event. You can spend Post for a year down the road, it exists, it's just how much do you want to have that automated in your business. So those one year anniversaries, celebrate with that couple posts about it. I know some wedding professionals that document birthdays, if one of their couples has a starts a family, they jot down when that baby was born, because they are going to circle back and make sure that they say happy birthday doesn't even have to be a post on that on the your business page, it can actually just be a comment to that couple. How many people are going to see it when you comment on someone else's Facebook or Instagram or other social media platform? You just never know what opportunities are out there. You don't see them. Because it's technology because it's social media. So be social. I think I've done an episode about that. If not, it's on the list. Don't forget to utilize you were previous events, to be social on social media, it's in the name. There's so many ways that you can do your off boarding process. These are just some things that first come to my mind. I'd love to hear from other people out there. What are you doing as part of your onboarding process. Now, I didn't mention this. And I'm don't have I'm not an attorney. But you know, you may want to review your contract, and make sure you held up your obligations. If that's something you want to be part of your process. I would assume if you're done with the events, and you're talking about an onboarding process, you're going to want to make sure you're paid in full. That's probably should be pretty high up there on that list if you've gotten to this point. The other thing is, if you after the event, if you're supposed to get your client anything, whether that be decor, whether that be some kind of electronic items, photos, videos, anything like that, just make sure you button everything up. That's the important thing. I guess one of the biggest ways I want the biggest takeaways I would like you all to have from this episode is creating a plan and sticking to it. Or you can think of it as creating a process and make sure that you do those steps consistently. This is all part of the clients experience. Let me rephrase that this is all part of the client's whole experience with your business from start to finish. Don't get 98.9% of the way there in just the events over.

It's in your best interest. It's in your business's best interest, to see the offboarding process through whatever steps you want to put in place for your business. So that entire client experience is memorable all the way to their one year anniversary. And it's up to you how you want to do it from there. If you want to make a note, put it in your calendar for their second anniversary, the 30th however you see fit in your business, to remember that event, or to continually use it for part of your marketing content. It's your business. So it's your decision. These are just ideas for you to put together your plan of action. And the last piece of advice executed on a consistent basis. So you can keep those referrals coming in. You can keep those relationships nurtured to keep your business name out there or to grow your business. I hope you enjoyed this episode. I cannot wait to hear your feedback. Do you have an onboarding process already in place? Share it with me, I would love to know more. Visit our website. It's so easy, you can fill out a form and contact us or there's a microphone you can hit the record button and you can leave a quick message from your phone, computer or tablet about your off boarding process. If you don't have one, but you're starting to put one in place. I'd love to hear that to connect up with me on social media or visit our website, the ring doubling and all the things.com until next time, everyone. Keep working On their businesses.

Thank you for tuning in to this Marketing Monday episode of The Ring The Bling And All The Things. If you would like to get notified of upcoming episodes, make sure to click the subscribe or the Follow button on your favorite podcast platform. We welcome any feedback from topic ideas to questions you may have, you can visit our website for previous episodes, or to send us a message just visit theringtheblingandallthethings.com

Transcribed by https://otter.ai