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Warning: A client in Denver told me they'd never hire an agency that didn't have a documented offboarding process.
They said it showed we only cared about the sale, not the long-term relationship, and it made me realize our 'growth' was just churn in a nice suit.
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jessicahill5mo ago
Wait, they actually called it "churn in a nice suit"? That's so brutally honest it hurts. It's like admitting you only clean your house when company is coming. You're right though, if you don't plan for how a client leaves, you were never really planning for them to stay.
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nancy35mo ago
My last company had a whole "offboarding" team, but we still lost 40% of clients yearly.
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