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.