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Canceling a Customer (offboarding)

First find out why they want to cancel services

  • Ask questions
    • “Oh no Debra i’m sorry to hear you are canceling with us.  What is the reason for doing so?”
    • Find out the WHY behind it!!
    • Most people don’t want to tell you they are unhappy
    • Be empathetic!!
  • Let them know we care
    • Even if it was not us, ask them if there is anything we could have done better?
  • Make sure our quality is there
    • Are we wowing the customer and if not why???
    • Make sure we handle complaints immediately and hold the techs accountable
    • Follow up calls with customers
    • Lower our complaints through accountability 
  • If we can fix the issue, ask management to find a solution!

Then notate in their account the reason for cancelation

Cancel all jobs so they do not have anymore jobs

Then deactivate client in BK.

  • Make sure you choose the right reasoning
  • If it is not there let Management know!

Keeping track of our canceling customers

  • Track them in our Virtual White Board located here: Virtual White Board
  • Change client status in Clickup to OFFBOARDING
  • Add “off-boarding Checklist” to the task
  • Scroll down to Checklists within the CU task, and select use template then select Offboarding(client) checklist
  • Follow ALL steps in the checklist to offboard client.
  • Once all items on checklist have been completed, change status to “cancelled Service”
  • Send client cancellation email.
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