Client Offboarding Checklist

Phase 1 — Administrative Wrap-Up

• 1
  Confirm all deliverables against the original scope

  Pull up the signed proposal or SOW. Check off every line item. Anything incomplete or descoped needs to be documented before you trigger the close conversation.

  Admin
• 2
  Get written approval on final deliverables

  Email or message: "Can you confirm you've reviewed [X] and we're good to proceed to final delivery?" One-line written approval. This protects you from "I thought there was one more round" disputes six months later.

  Admin
• 3
  Confirm outstanding invoices are settled

  Do not transfer final files or remove your access until all invoices are paid. This is your leverage window. Friendly but firm: "Once final payment clears, I'll send everything over."

  Admin
• 4
  Archive internal project documents

  Move the project folder from "active" to "archive". Include: final brief, all revision history, email threads, invoices, contracts, and any internal notes. You'll want this if the client returns in 18 months.

  Admin
• 5
  Run an internal project retrospective

  5 minutes. Answer: what worked, what didn't, what would you change. Write it in the archive folder. The best agencies get better at every project — this is how.

  Admin

Phase 2 — Final Delivery

• 6
  Compile all final files in one organized folder

  No scattered Google Drive links. One folder: /[Client Name] — Final Delivery/. Subfolders by type: Design files, Copy, Code, Reports, Credentials. Zip it if delivering via email.

  Admin
• 7
  Include a "How to use this" handoff note

  A one-page plain-English guide: what's in the folder, which files are editable vs final, what software they need, and who to contact for questions (even if that's you, on a paid basis).

  Admin
• 8
  Transfer ownership of any accounts you managed

  GA4, Search Console, Meta Ads, Google Ads, Figma, CMS admin. Add the client as owner/admin. Remove yourself or move to a collaborator role — don't leave your email as the login for their business assets.

  Admin
• 9
  Revoke access to any credentials you no longer need

  Any passwords shared with you for the project — hosting, email, social — should now be changed. Confirm with the client that they've rotated shared credentials. This protects both parties.

  Admin
• 10
  Send the final delivery email with the download/access link

  See the template below. Keep it warm but professional. This email is the last impression — make it feel like a confident close, not an afterthought.

  Comms

Phase 3 — Client Communication

• 11
  Send the project close recap email

  Brief summary: what you built, what was delivered, any notable outcomes. Not a novel — four to six lines. This creates a shared record and gives the client language to use when recommending you.

  Comms
• 12
  Ask for a testimonial or case study (while the project is fresh)

  The best time to ask is within 48 hours of a successful delivery. Make it easy: "One or two sentences about what we built and how it went — Google Review, LinkedIn, or just reply to this email." Most clients want to say something, they just need a nudge.

  Growth
• 13
  Offer a post-launch check-in (optional but powerful)

  "I'll drop you a note in 30 days to see how things are going." This single line converts a one-time client into a returning one more often than any retainer pitch.

  Comms
• 14
  Update your own portfolio/case study (if permitted)

  Ask permission to feature the project. Most clients say yes. Add it to your portfolio, website, or LinkedIn while the details are fresh. If you wait three months, you'll forget the numbers that made it compelling.

  Growth
• 15
  Note any expansion / retainer opportunity

  Does this project suggest an obvious next step? Ongoing SEO? Monthly design support? A phase 2? Write it in the archive. The right time to mention it is in the 30-day check-in — not in the close email.

  Growth

Phase 4 — Relationship Continuity

• 16
  Add the client to your 30-day check-in sequence

  One email: "How is [the website/campaign/brand] performing? Any questions now that you've been using it?" This is the highest-ROI email you'll ever send. Many retainer relationships start here.

  Growth
• 17
  Connect on LinkedIn (if you haven't already)

  A short personalized note: "Really enjoyed working on [project]. Let's stay connected." Not a pitch — just maintenance of the relationship surface.

  Growth
• 18
  Tag the client in your CRM with project type and outcome

  Note: project type, budget range, any referral potential, expansion opportunities, and whether they were easy/difficult to work with. This data is invaluable at the next sales call when you're deciding who to prioritize.

  Admin
• 19
  Send a 90-day "just checking in" email

  Not a pitch. Two sentences: "Hope things are going well. We're working on [something relevant] — wanted to see how things are on your end." Keep it human. This is how agencies get re-hired without a formal pitch process.

  Growth
• 20
  Send a referral ask (if the project went well)

  3–6 months after close: "If you know anyone who could use a similar project, I'd genuinely appreciate the intro. Happy to extend a courtesy discount for referred clients." Warm intros are the cheapest and highest-converting lead source for agencies.

  Growth

Copy and adapt. Send this within 24 hours of the last deliverable being approved.

Subject: [Project name] — Final delivery + everything you need

Hi [Name],

We're officially wrapped. Here's everything from the project:

→ [Google Drive / Dropbox link or attachment]

What's inside:
- [Final file 1 — brief description]
- [Final file 2 — brief description]
- A short "how to use this" guide

[If account transfers apply:] I've added you as owner of [Google Analytics / GA4 / other platform]. You may want to rotate any shared login credentials as a security best practice.

Working with you on [project description] was genuinely enjoyable — [one specific genuine observation about the project or client].

If you have any questions about the files or how to use anything, I'm here.

And if you found the project valuable, a short testimonial or Google Review would mean a lot — even one or two sentences is plenty.

Looking forward to staying in touch.

[Your name]
[Agency name]

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• → Client Intake Form Template
• → Proposal-to-Kickoff Handoff Checklist
• → Client Email Templates
• → Onboarding Audit Worksheet
• → Agency SOP Template
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