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Off-Boarding Call

"When a client wants to leave, it's not the end. It's a new beginning. Show them they are better with us than without us. Give them what they need!"

The following script and process will give you a step-by-step process to save a client that is stuck and needs your help. Remember, we only win by bringing them to truth and giving them what they need. Before you can develop a strategy to get clients out of a difficult situation, you must know where they are and where they want to go. Then you must identify the steps required to go from here to there. You don’t have to have all the answers but showing clients that we will do everything we can to make sure we find what they are, gives people reassurance and builds conviction. Conviction provides certainty to uncertain people and security to insecure people.

Follow the process from start to finish, and make use of the script included on this page to complete the call. Don't forget to submit the form at the end so the team are kept up to date with the outcome.

Coach Information

Please select your name below.

Client Information

Please enter key details of the client below, and be sure to double check for any typos.
INTRODUCTION

Legend really excited about our call today. How has your week been?

Awesome, ok let’s get stuck in!

I've got an agenda I want to work through…

OUTLINE AGENDA  First, we’re going to reflect on your progress to date...

Second, we’ll talk about any business challenges you’ve had over the last while and review your goals.

Third, we’ll ensure you have everything you need moving forward.

Sound good? Ok let’s rock!

Biggest Wins

Be sure to take the time to really acknowledge their success. By acknowledging their success, it seeps into their mind and gets them out of feeling stuck and hopeless. If they're struggling to acknowledge, prompt them.

Run me through your progress since joining the program.

What have been some of your biggest and proudest moments? [I'm going to take some notes here...]

CONGRATULATE THEM

Oh wow. Those are some incredible wins. Summarise their wins back to them. Make them feel like a rockstar. You've come far. How does it make you feel?

Current Challenges

Be sure to take time to fully understand the current challenges of the business. Get them to walk you through everything they've been doing, but don't solve their problems yet.
Get them to walk you through everything they’ve been doing.

“Can you walk me through the business challenges you’ve been dealing with lately?”

“How do you mean by [repeat back what they just said]?”

“Can you explain that to me in more detail, so I understand better?”

“Is there anything you feel you could have been doing more of?”

“Why do you think that is?” Fully understand their situation. Don't make any assumptions. Keep clarifying until it is crystal clear in your mind.

ACKNOWLEDGE CHALLENGES

Ok, got it! That's tough. Just to make sure we're on the same page, here's what's happening... Summarise their challenges back to them, take time to describe detail to show you fully understand and care. Does that sound about right? Then, ask questions to highlight and understand further how it's holding them back...

"What have you tried to try to fix [challenge]?" "And... it didn't work?" "Damn. What are you going to try next?"

“Sounds mega frustrating...”

... Repeat as much as needed. Fully understand their situation. Don't make any assumptions. Keep clarifying until it is crystal clear in your mind.

Recap Initial Goals

Discuss the goals they first set when they joined. Be sure to have these in front of you. They will have forgotten them.
Have you achieved everything you initially set out to achieve?

I can see here that you had originally set your goals at [big goal]... What's left to work towards? If they struggle to set goals... Think bigger ha-ha. Dude! It sounds like you've settled! C'mon! What's up? What about [stretch goal]?

Ok awesome! I've got everything written down here... Great to hear you're still set on bettering your life for you and your loved ones.

Offer

They still have challenges we can solve, and goals they want to achieve. Them leaving would be foolish. We want to make them an offer they can't refuse.
So! Tell me... Have you enjoyed your time inside of AN / PR? Wait for answer. And do you still want to grow your business? Wait for answer. Great, of course you do! And TBH the challenges you’re dealing with are totally normal and you just need some more 1 to 1 support to overcome them. If they have been very agreeable all call and you feel that they don't need 3 months at 50% to stay, ask them... How does that sound to you? If they agree, do not give them the offer below as it's not needed for them to stay. If they are hesitant and unsure, then you can go into this script below.
Look! Because you’ve been a great client and have loved working with us, here’s what we can do...
I've already spoken to Phil and the rest of the team. And TBH... Phil was surprised to hear you were going! Himself and team don't want to see you go so soon at this stage. Especially when you still want to grow your business.
We’d like to offer you 3 months at 50% to get you back winning! To be honest, with the challenges you have... I don't think you'll need more than a month to achieve them with a plan in place. Maybe two, tops. But I want to make sure you have a healthy amount of space to take the pressure off of you.
And, we’ll work closely together to create a new plan to achieve the goals we just spoke about.
Since you want to continue growing your business, and you've achieved so much with us to date... Is that something you would be interested in? If they are happy to proceed... Great, really excited about seeing you crush this next stage of your growth! I'm going to compile my notes from the call and build you a rock-solid strategy to crush all these goals over the next 90 days.

I’ll outline targets, projects and include all the relevant training material you need to win.

I hope you’re excited because I am. You’ve got so much potential NAME.

Is there anything else you want to go over before we close?

Great! Sit tight and I’ll have all this over to you in the next few hours! If they are not happy to proceed... If someone still doesn’t want to do it with it being risk free, then you need to confront what they are afraid of. Because at that point it makes no logical sense to not do it. It is likely a limiting belief of theirs that they don't trust themselves, or don't trust you. If you don't mind me asking, what's holding you back? Wait for answer. Challenge them with care. Remember, if we let them off, we let them down. Take your time and get to the bottom of it. In some cases, where they've been trying to make it work, you can offer them a month on us. BUT! Make sure they are going to work on it and not just abuse it. Let them know that billing will continue automatically after this month. If you can't get them to stay, tell them no problem. Let them know about 30 days notice and this next payment on DATE will be their last. Confirm with them.

Summary

Record the outcome below so that the team are all on the same page. Be sure to include relevant notes on the outcome that are not covered above.