Table of Contents

Client Off-boarding

Client Off-boarding #

When a client submits their cancellation notice start by following these steps:

Offboarding list template actions:

Add offboarding list template to the client master project
Move to the top of the client master project tasks list.

Official Off-boarding date #

Confirm the official offboarding date with the CSM assigned and or Mel. The official offboarding date will be 30 days after the last billing cycle (which is either the 1st or 16th).
Set the due date to match the official offboarding date (IE. April 15th, or April 30th).

Cancellation Confirmation (See below)

Proof of the cancellation

Receive proof of the cancellation notice and date from the recipient which could be from the CSM and Mel. This is usually in the form of an email from said client.
Download a copy of the email confirmation and add to the main client intake folders.
Notify Managers on clients Slack Channel and Via an email notification using managers@lawfirmmarketingpros.com.

Notify Managers via Slack and Email

Please be advised that “client XYZ” has terminated services. Their official end date will be “end date.” I will send a final confirmation notification on that date. Unless otherwise stated, please continue providing services up until the end date.

Schedule off-boarding Date on Your Primary Calendar #

Scheduling the off-boarding Date on your Primary Calendar will allow you to off-board on time and not forget the date. Oftentimes there are too many reminders in teamwork and due dates will go unnoticed.

Financial #

Confirm with Mel that the following are done.

Notify Mel via email

Send an email to Mel and confirm that the following are done.

Authorize.net

Mel must IMMEDIATELY check to see if the off boarding client is in Authorize RECURRING group. If so Mel must immediately cancel the recurring subscription in order to prevent any further charges from occurring, and this needs to be confirmed with Josh and Andy. The client may still be in the Authorize customer manager location and should be removed promptly, although not as urgent as the Recurring cancel above as no charges can be made except manually with the info in customer manager.

Quickbooks

Remove them from invoicing
Make inactive, unless there is a balance due

Commissions

Review and adjust commissions, if any

Billing Cycle Chart

The Billing Cycle Chart must also be revised to remove the off boarding client

Services #

Notify the Team

- Managers Slack Channel – Send a message out using the managers slack channel. Have each Manager confirm.

Email – send an email notification out to team@lawfirmmarketingpros.com Use this email template

Content/branding

notify content/branding – please remove the teamwork project and any other assets related to the client within your service.

DLF/Facebook Ads

We are offboarding XXX client – Please remove the teamwork project and any other assets related to the client within your service

Google Local Service

Removed from:

1 Remove GBP descriptor

remove GBP access

remove from data providers
Remove from Bright Local
And any other asset.

LSS and Organic SEO Service

Notify and confirm with amir that client has been removed

Newsletters

Remove Mailchimp account payment

Message Template:

We are offboarding XXX client – Please remove the teamwork project and any other assets related to the client within your service

PPC Service

- Notify the team – please remove the retargeting/ppc from the client website and disengage the service, remove from teamwork projects and any other assets related within your service.

Retargeting – Have the PPC team stop billing and ensure retargeting has been turned off before you check this task off.

Reputation Marketing

- Remove review widgets from website & download database, then delete account. Add database here and comment to the Account Manager sending the final email to the client.
  
  Message Template:
  
  We are offboarding XXX client – please remove the client from the dashboard and confirm that billing has stopped from review inc.
  Remove teamwork projects and any other assets related to this client within your
  Service.

Download the database and add to client reputation marketing folder – notify CSM assigned

Social Media Marketing

Remove the facebook page from the facebook business dash board.

Message Template:

We are offboarding xxx clients – Please remove the teamwork project and any other assets related to the client within your service.

Website, Hosting, Monitoring & Maintenance

Have CSM to coordinate with the client with regards to the website access/files
Notify and confirm with amir that client has been removed

Applications Removal #

Callrail

If Callrail is under our account. Take the following steps:

disable the sub account
Ensure tracking number has been removed from Google Business Profile primary phone number location. If the auto swap is being used in Callrail, and it’s disabled, this should automatically reverses the swap. Check to ensure that is the case before checking off this task.

Reporting

Bright Local Verify this has been completed
Agency Analytics
– DELETE REPORT

Google My Business

Remove from WPP master account

Google Analytics & Google Search Console

remove from Google Local Service master account (wpp@gmail and googlelocalteam@lfmp.com email)

Google Drive Account Master

Move Google Drive Account Master Folder to “Z. Dead files” Folder

Remove/delete slack channel

LFMP CRM (GHL and Sharp Spring) – update from customer to lead

Final Email – From the CSM #

Client master login sheet
Reputation marketing (Top Rated Law Firm) private review database
Send Email – https://docs.google.com/document/d/1OONMYA8V8pAfhpJiNsjOkqV20DgdeOl1Z1N35pmkAeM/edit

Teamwork Project & Company Removal #

Achieve The project
Delete the client

Update CSM Board View
– Move Client to Done once off-boarding is completed”

Heres the link to add to the task https://wpplfmp.teamwork.com/#/projects/399947/tasks/board

Final Cancelation Notice (on the day of cancelation) #

Notify the team via Slack and Email. @managers

Client Onboarding