Why Offboarding Is Just as Important as Onboarding

Everyone talks about onboarding—the welcome guides, the kick-off calls, the smooth start to a new project. And don’t get me wrong, onboarding is important. But you know what’s equally powerful and often overlooked?

✨ Offboarding.
Yup. The final goodbye (that’s really a “see you later”) can be one of the most memorable parts of your client journey.

Let’s talk about what offboarding actually is, why it matters, and how to do it right.

First, What Is Offboarding?

Offboarding is the final stage of your client project. It’s how you wrap things up and send your client out into the world with confidence.

Think of it like dessert after a great meal. You’ve already impressed them—but this is the part that leaves a lasting impression.

What Offboarding Might Include (and What I Include):

• ✅ Final file delivery (organized, labeled, and accessible)

• ✅ A walkthrough or video explaining how to use what we’ve created

• ✅ A goodbye email or offboarding guide with helpful links

• ✅ A testimonial request (timed just right)

• ✅ A light nudge toward next steps (referrals, future projects, retainers, etc.)

• ✅ A little surprise (optional but memorable)

Why Offboarding Is So Important

1. It Closes the Loop Professionally

No one wants a designer who disappears the second the invoice is paid. A clear offboarding process shows your client that you care about their experience all the way through—not just when you were actively working together.

2. It Builds Trust for Future Projects

Want to turn one-time clients into repeat clients? Make them feel taken care of even after the project ends.

3. It Makes Referrals Way More Likely

Happy clients who felt guided, supported, and empowered are way more likely to talk about you. A strong offboarding process = a walking testimonial machine.

4. It Positions You as a Pro

When you deliver files in a branded folder with clear instructions instead of a chaotic Google Drive link at 11pm, or just send a professional email listing all the resources you added to their Client Portal (I use Moxie and all my clients love it)... yeah, it shows.

What Offboarding Looks Like in My Process

When we finish a project, here’s what you can expect from me:

• A beautifully organized folder of final files (no more digging for “Final_Final_V2”)

• A step-by-step video walking you through how to use everything

• A list of next steps based on your project (like connecting your domain or launching your new brand)

• An invite to work together again (via retainer, future projects, or referrals)

• A gentle ask for a testimonial—no pressure, just a chance to share your experience if you loved it

Sometimes I even send a small thank-you gift if the project was ✨chef’s kiss✨ (because why not make people feel good?!)

How You Can Offboard Like a Pro

• Use templates to streamline it (Notion, Google Docs, or even a saved email sequence)

• Set clear expectations for post-project support

• Make sure your files are clean, organized, and client-friendly

• Send your testimonial request at the right time—after they’ve had time to enjoy the final product

Final Thoughts: Don’t Skip the Goodbye

Offboarding isn’t an afterthought—it’s part of your client’s emotional experience with you. And people don’t forget how you made them feel.

So leave them feeling supported, empowered, and genuinely excited to work with you again. That’s the kind of “goodbye” that turns into a “see you soon.”