Sample: Client offboardingSample

Client onboardingNot reviewed yet

Sample

This is an example that shows the format. Check it against how your team really works before you rely on it.

Steps

How we hand a client over cleanly when they leave — with a partner sign-off before anything is sent.

1. Find out why, and write it down

Partner · 20 min

A short honest conversation before any paperwork. Half of the departures we thought were about price turned out to be about responsiveness.

2. Settle the account

Client manager · 15 min

Final invoice out, work in progress either billed or written off with approval. Do not let an unbilled WIP balance follow a departed client around for six months.

3. Prepare the handover pack

Senior accountant · 60 min

Last lodged returns, working papers, ledger export, depreciation schedule and any ATO correspondence. Assume the incoming accountant will judge our work by this pack, because they will.

Ethical clearance responded to
Working papers included
Ledger access transferred
Removed from our ATO agent list

4. Close the record and end the recurring work

Client manager · 15 min

Status set, recurring jobs stopped, and the reason recorded. An offboarded client that still generates jobs every month is how phantom capacity happens.