What is your process for effectively offboarding a client? And do you make it easy or awkward for them to return?

The key to leaving an open door is to send them off with value. Ideas like the following are memorable and valuable to a churning customer:

We don’t like losing customers, but this extra step of care keeps the door open.

I further analysed how Disney Theme Parks do excellent offboarding. They utilise the Peak-End Rule. Learn about it below. ⬇

I’m passionate about building confidence in others because it has been a journey for me too.

So, when one of my coaching clients mentioned to me, “I have this fear that people will laugh at me or think I’m stupid if I do a presentation and I don’t know the answer to any questions that come up.”

I asked if they could give me an example of this happening. In 3 years working at the company, there was not one example that could be given.

In fact, in the times that they visibly challenged themselves, others recognised it and instead of ridicule, they were consistently met with praise and encouragement.

Sometimes our own narrative gets in the way of reality.

A good exercise I’ve done in the past is to gather evidence that I cannot dispute.

Try tracking this:

In the end, I realised it was hard to argue with my own evidence!

Communication in a remote working world is an important skill to get right.

In my first startup I was sitting within earshot of the founders, the product team, and the customer teams. I realise now how beneficial that was.

Now, we’re more removed from body language, tone, and inflections than ever before. For those new to the workplace it can be even harder to learn from others in this type of environment.

Below is a free download exclusively for The Onboarding Lab subscribers with 20 examples of phrases to help you understand the small adjustments you can make to your communication to become an exceptional leader and member of the team.