If you’re not using a client goodbye packet, you’re doing way more work than you need to!
Once you push that pretty new project out into the world, your job is done, right?
The client has a new website/copy/whatever and… a million questions.
It’s not your job to be doing all this training… right?
But you feel bad, so you offer support for two weeks, maybe a month, but you feel resentful the first few times.
After a couple rounds of this happening, you put a support clause in your contract, and bump your price a bit to cover it. But it’s still frustrating to answer the same questions over and over and not be able to focus on your new clients, because you’re still working with your old ones.
Or worse, maybe you’re one of those creative entrepreneurs who finishes a project for a client and then slams the door in their face. Not cool.
Leaving your clients feeling lost at the end of a project–or feeling resentful towards them for asking questions is not a good note to end on.
Which is why you need to make your clients a goodbye packet.
This post was updated 4/21/22. Originally published on ErinFlynn.com 2/8/2017.
What is a client goodbye packet?
A client goodbye packet is simply a templated document that you create and send to clients when the project ends. This helps mark the end of the project (reducing scope creep) as well as answer common post-project questions and support your clients post-project.
The result of using a goodbye packet?
Smoother project handoff, less scope creep, and less time managing past clients!
A goodbye packet does the following:
- Tells clients how and where to login to any accounts
- Gives clients a quick “cheat sheet” of relevant information
- Tells clients how to use their finished project
- Sets the foundation to keep clients coming back to you for more services
- Offboards your client and provides a clear ending to the project
- Cuts down on the support you need to provide at the end of a project
- Gives clients a great ending experience
A goodbye packet is designed to be sent AFTER you launch a project and hand over the “keys” to the client. You should not send it until you are completely finished with work, as it often contains things like login information, completed files, etc. depending on the project.
The anatomy of a client goodbye packet
But unlike the previous packets, the goodbye packet is customized to each client.
That doesn’t mean you have to start from scratch each time though, likely, you can re-use some information from one goodbye packet to another, like how clients can continue to work with you.
You might be wondering why goodbye packets are customized, when intro and welcome packets are not.
Goodbye packets include content that changes for each client—like login information, colors, instructions, etc. depending on the project.
Goodbye Packets, while they help streamline the project handoff, exist as a tool that your client is likely to reference again and again.
Not only does some of the information included change based on the individual client, but the personalization of a goodbye packet makes it an extension of your product. This means many clients see the goodbye packet as a bonus gift that you are giving them.
A goodbye packet should include:
- Login information
- Cheat sheet
- File downloads
- Additional services & referrals
- Wrap up
And you guessed it, we’re about to dive into each of these so you can create your own goodbye packet!
With a goodbye packet, your cover (and whole packet) should actually match your client’s brand. This is THEIR document, and a bonus that you’re delivering to them.
It doesn’t have to be complicated or take a lot of time though. Make a template that you can easily swap colors on, and add your client’s logo.
Make sure to have a clear title (and possibly subtitle) for your goodbye packet, so that it’s obvious to clients what it is.
If you use a program like Canva you can easily create a template that allows you to very quickly swap out logos and even colors to match your client’s branding!
Goodbye Packet Welcome
Of course you’ll want to welcome your new client. Just like the intro and welcome packets, I prefer to write this like a friendly letter, and include a photo for a little extra personal connection.
Thank your client for working with you, and let them know how best to reach out if they have future requests.
If you’ve created any new accounts for your clients, you’ll need to give them access.
There are lots of options for sending passwords – like LastPass. I recommend doing this as it’s much more secure!
If you send clients their password in a less secure way, make sure to tell them to change it immediately so that you can’t be blamed if they get hacked in the future.
Depending on how tech savvy your clients are, you may need to include tutorials on how to reset their passwords or log in!
Think of the cheat sheet as a quick overview of information that your clients often need.
For example: hex, RGB, or CMYK color codes; font names, brand words, image sizes for blog posts, etc.
Including this quick cheat sheet often cuts down on panicked emails from clients who are trying to get something printed on a deadline, or create their own Facebook ad that needs to start running that afternoon.
Your cheat sheet info will vary based on your service. Think of what clients frequently ask you for and include it here!
This is really meant to be a cheat sheet. Something they can print off and reference easily if they want. Keep it to one page!
If you created files for your clients, you’ll want to give them access to download them. These could be things like text documents, images, theme files, logos, etc.
Use your goodbye packet to tell clients where and how to access these files.
If you’re going to impose deadlines on how long they have to download these files, you’ll want to make sure that’s very clear, so that you don’t have a client getting angry at you three years from now for not acting as their online file storage system.
Whether you’ve launched a website, or crafted a brand, or wrote copy, you likely have tutorials for your client to follow going forward.
If you have a “vault” of video tutorials, this is the perfect place to link to it, and depending on the project and what you have in your vault, that may be all you need.
But if the project has something custom, you likely need to write out instructions, or record a new video.
I love Loom for creating short video tutorials for my clients and use it for nearly every project! After recording the videos, I create a private playlist for them hosted on YouTube. This allows me to include both generic videos I send to every client, and custom videos for clients in one playlist. I can even include other peoples’ YouTube videos if I want. Easy-peasy!
Not into video? You can also write any instructions, link to blog posts, or do whatever makes the most sense for your business and clients.
Additional Services & Referrals
One of the great things about a goodbye packet is that it can be used as a tool to get clients to come back to you!
For example, in the goodbye packet for your downsell service, you can mention your signature service. And in the goodbye packet for your signature service, you can mention your upsell service. This sets a foundation for clients to continue working with you, instead of looking for someone new in the future.
You can also refer clients to others, or to products and services you’re an affiliate for. Your network will appreciate the referrals, and your pocket will appreciate some passive income!
Try to anticipate what your clients will need after the project has wrapped. Whether it makes you money or not, sharing next steps will create some goodwill and make your clients very happy!
Get a lot of common questions? The goodbye packet is a great place to answer them and save yourself some time. The FAQ should cover questions that frequently pop up after the project.
Don’t have any questions yet? Skip this section for now and come back once you do!
Goodbye Packet Wrap Up
We’ve reached the end of your goodbye packet!
Make sure you thank your client for working with you, and let them know they can reach out to you with any questions.
Don’t forget to tell them what the next step is! And if you still have something you’d like to bring them back for, mention it one more time.
Make it really easy for clients to take the next step with you. If that’s buying something or booking you for another project, include a link (and possibly a limited time discount or bonus) to make it easy!
Create Your Client Goodbye Packet!
Let’s streamline your client handoff NOW. Create your goodbye packet to use with your current and future clients. You’ll be amazed at how smooth your client offboarding can be!
- Create an intro packet to streamline your client screening and onboarding
- How to create an incredible Welcome Packet for your creative business
- Client onboarding: How to map your process and set projects up for success
- Three things you must do in your client onboarding process
- Why you need to set office hours in your creative business