How to Stand Out Using a Client Goodbye Packet

 

Your client has paid you the final invoice and you’ve delivered everything you’ve promised in your service package.

Now what?

For many service-based business owners, their client process ends here — they’re off onboarding their new client and the old client goes on their merry little way.

But as a service-provider who wants to become a leader in your industry, you’ll need to do more than that.

You’ll need to provide an amazing client experience from start to finish and this means your work doesn’t stop once you hand over the final deliverables… you’d be losing out on a critical opportunity if you do!

You can end your client process on a high note and stand out as a premium service-provider using something as simple as a Client Goodbye Packet.

Think of a Client Goodbye Packet as a handy PDF brochure that can help you:

  1. Properly send off your client without unease or overwhelm

  2. Outline all the deliverables, outcomes, or transformations in one place

  3. Ask your client to provide fresh feedback, a testimonial, or referrals

  4. Highlight your other products or services your client might also be interested in

  5. Stay top of mind in case your client will need help in the future

Fun fact: We’re the original creators of the Client Goodbye Packet Template in Canva format! We developed this Client Goodbye Packet system ourselves based on our experience working with our coaching clients. It proved to be very effective which is why we turned it into a template and began offering it to fellow coaches and service-providers in January 2019.

If you’re ready to end your client process on a high note, here are 9 must-have details to include in your Client Goodbye Packet.

1. Thank You Message

First up in your Client Goodbye Packet, I recommend you include a heartfelt thank you message to your client.

Everyone loves feeling appreciated so take this opportunity to show your appreciation to them for hiring you in the first place and for being a dream client all throughout the process.

It also helps to mention specific instances or characteristics of theirs that made them a delight to work with.

It could be paying their invoices on time, completing their client homework on time, being receptive to your proposals, trusting your process, or something else — it’s best to make this section as personalized as possible so as to avoid sounding too generic or insincere.

Remember, this is the last impression you want to leave your client with so be sure to make it a good one.

2. List of Deliverables, Outcomes, or Transformations

Next, include a list of all the deliverables, outcomes, or transformations that resulted in you and your client working together.

If applicable, mention important details including accounts, passwords, and files in your Client Goodbye Packet.

If you’re a coach or other type of service-provider and there was no tangible or measurable deliverable, simply provide a recap of your client’s progress or transformations.

For example, if you’re a life coach, outline the situation of your client before you worked together and then highlight the improvements he/she has made, such as mindset shifts, changes in their habits, or developments in other areas.

PRO TIP: Present a before-and-after to your client to emphasize how much you’ve helped them reach a goal or solve a problem through your service package.

This will help your client feel more satisfied and reassured that they’ve made the right choice in hiring you (which is also very helpful when they provide you with feedback, a testimonial, or even a referral!).

For example, if you’re a web designer and you’ve delivered a website re-design, be sure to highlight how your client’s website looked before and how it was limiting their business.

Then contrast that with the website re-design you completed and how it’s new features or improvements can strategically help them grow their profits.

Ready to end your client process on a high note… and get referrals?

No need to start from scratch or hire an expensive designer — we’ve got you covered with our proprietary Client Goodbye Packet System and Templates. Check them out below!

 
Client Experience Goodbye Packet
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Coaching Client Goodbye Packet
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3. List of Resources

Next up in your Client Goodbye Packet, I recommend you list down resources your client can refer to in the future.

This includes helpful guides, blog posts, tutorials, videos, and other resources that he/she can benefit from, no strings attached.

I know that as a service-provider, you’d love to have repeat business from your client but consider this a gesture of goodwill that you genuinely want to help them succeed.

This shows you have their best interest in mind and you’re not simply interested in their money.

4. Tips and Troubleshooting

If applicable, share troubleshooting steps in case your client runs into a problem with your deliverables.

This shows your genuine concern for your client, so much so that you’re even anticipating their future needs.

For example, if you’re a photographer and you’ve delivered a set of photo files to your client, you could include a list of your trusted printing shops where they can get their photos printed.

Another example is if you’re a virtual assistant who helps clients with Convertkit, you could include a list of tech tutorials that your client can refer to if and when they need help troubleshooting their email sequence automation.

5. Feedback Request

Not all service-providers ask for feedback from their clients but doing this can immediately set you apart from your competition.

This shows that you’re interested in your client’s experience (and not just in their money!) and that you’re open to constructive criticism and willing to improve in case they mention something they weren’t completely satisfied with.

This is also helpful for you to impress your future clients (and get referrals!) since you’re constantly improving the way you work and the way you treat your clients.

You could share a link to your survey form, attach a fillable PDF worksheet with your feedback questions, or simply email them questions and have them reply to you.

6. Testimonial Request

Next up in your Client Goodbye Packet, respectfully request a testimonial from your client once they get the chance.

This is helpful since your work together is still fresh in their minds and they can specify what makes you worth hiring.

As you know, testimonials are powerful motivators for potential clients especially for those who are encountering you online for the first time.

Testimonials are social proof that other people have indeed hired you and that they’ve had a wonderful experience working with you.

Again, you could share a link to your testimonial form, attach a fillable PDF worksheet with your testimonial prompt, or simply have them email their testimonial to you.

PRO TIP: Ask detailed questions when asking for a testimonial from your clients and show testimonials from a variety of clients in situations that your ideal client can resonate with.

For example, if you’re a business strategist who targets small business owners in the online space, show testimonials from small business owners in the online space whose profits or conversions increased after working with you.

7. Client Gift

This next one is optional but it may help to give a thank you gift to your client.

People appreciate thoughtful gifts, after all, and it could be as simple as a coupon code for your online shop, a book you think they’ll appreciate, a signed thank you card in the mail, or even an actual gift basket.

8. An Invite to Your Referral Program

Next up in your Client Goodbye Packet, I recommend you share an invitation to join your referral program if you have one.

A referral program is helpful in at least three ways:

  • You can essentially have your clients marketing for you which is powerful since potential clients tend to trust word-of-mouth referrals more if it’s coming from people they trust.

  • You can have a constant stream of leads from referrals alone.

  • Your clients who refer you to their friends get benefits themselves (monetary or otherwise) so it’s a win-win.

9. Additional Services and Offers

Lastly, you could list down other service packages you offer (if you have them available) so that you're top of mind if and when your client needs help in the future.

Take note that it’d be more effective to list down complementary or next-level services (i.e. up-sells, cross-sells, or other offers) that are strongly related to the service package your client just paid for.

For example, if you’re a virtual assistant and you’ve just set up your client’s social media accounts, it makes more sense to offer social media-related services to him/her such as social media management or social media ads management.

Of course, it also helps if you were able to determine your client’s goals from the very beginning. For example, if your client showed an interest in someday starting a blog to complement her social media presence, you could offer a service package that includes setting up a blog and website as a next-level offer.

Over to You

Ending your client process on a high note is possible (and easy!) with a Client Goodbye Packet. Be sure to include the 9 details mentioned in this article: a thank you message, an outline of all the deliverables, outcomes, or transformations, list of resources, troubleshooting steps, a request to provide feedback and a testimonial, client gift, an invite to your referral program, and your other products or services your client might also be interested in.

Here’s a preview of our Client Goodbye Packet Template for general service-providers:

Here’s a preview of our Coaching Client Goodbye Packet Template:

These templates are also part of our Client Experience Templates™

Launched in January 2019, the Client Experience Templates™ is our proprietary 3-template system designed to help service-providers and coaches provide an amazing client experience from initial inquiry to final send-off. It includes our Services and Pricing Guide Template, Client Welcome Packet Template, and Client Goodbye Packet Template.

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