When a customer leaves us, we like to set them (and us) up for future success. For example, when a customer leaves us I fill out a single form that automates many of the tasks noted below:
- We add a note and update their tags in our CRM.
- We mail them a postcard via Handwrytten with a $5 Starbucks gift card (a little special “goodbye” from us).
- We send them an email notifying them that the service has stopped.
- We send our Slack channel a notification letting our internal team know that the customer has left us.
- We update their Mailchimp lists/tags/etc.
- We update our “current customers and their services” Google spreadsheets. (one for admin and one for our support team)
- If requested, we’ll zip up their WordPress site and share with them.
- We delete recurring invoices in our payment system(s).
- We disconnect Jetpack, VaultPress, Gravity Forms, etc. if they are using our connections to those services.
- We delete their account from our hosting servers (if applicable).
In summary, 7 of 10 customer off-boarding steps could be automated, which is pretty cool. We only do 4 of those, because I’m a cheapskate and don’t want to pay the $20/mo for the fancy version of Zapier. 🙂