When an account manager or client-facing employee leaves the company, there is almost always an awkward moment when you need to tell the client. Even when the employee departs on good terms, telling customers that the person they’ve worked with is gone can be a sensitive subject. Here are some ways to handle those conversations and keep your customers satisfied.
[Read more: Touchy Subjects and How to Communicate Them to Customers]
Let the client know as soon as possible
If the employee is in a client-facing position, let their client contacts know as soon as possible that there will be a personnel change. The best-case scenario is that an employee is leaving for positive reasons. In this case, the employee should give enough notice to introduce their replacement and collaborate through the transition. But if an employee is terminated, that’s not always possible. In that case, it’s best to get ahead of the rumors. Assume the client will hear the news from someone inside your company, or theirs. You’ll want to be proactive about getting the right message to them first.
Know what you can lawfully say
The most important thing in communicating someone’s departure is to avoid legal exposure and protect the former employee's privacy. Legally, in most states, companies are allowed to reveal why an employee left, even if that means telling a client that the employee was terminated for cause. Check your local regulations to be sure.
“That said, because of defamation laws, companies are usually careful about what information they provide to hiring managers confirming employment or checking references,” wrote The Balance. “What they say must be the truth or the company can be subject to a lawsuit from the former employee. Legally, a former employer can say anything that is factual and accurate.”
The best tactic to avoid a lawsuit is to keep conversations vague and brief—with one key exception. If there was a security breach or a situation that affected the client, you’ll need to be as honest as possible.
Be strategic about your communication
There may be circumstances when you simply can’t answer a client’s questions, like in a large gathering. In those cases, Fast Company suggests responding to a question like “What happened to Tamara?” with “I think you are probably wondering who your new account manager will be…we are filling the gap with John until we can hire someone else.”
You can also use words like “inappropriate” to help defer the question. A response such as “I know you are curious about Tamara, but it wouldn’t be appropriate to share that information with you. I’d be happy to answer any other questions you have” is a good example.
If you’re taking questions via Zoom or another video platform, be aware of your voice and the way you hold your body. Negative signals like looking away or crossing your arms will alert clients that you are uncomfortable with their questions, and they may make some inaccurate assumptions. Stay professional, stick to the facts, and remove emotion from the discussion.
If the employee is in a client-facing position, let their client contacts know as soon as possible that there will be a personnel change.
Focus on the client’s underlying concerns
Most clients will seek assurance that they will get the high-touch, high-quality service as promised. A customer will be most concerned about the transition, the new point of contact, and communicating any special concerns about their account.
Demonstrate that the new rep is fully up to speed on their account and history. Provide access to a higher-level manager in case the client wants to escalate a question or concern. Stay personally in contact with the client throughout the transition, asking for feedback, to ensure that they remain a happy, loyal customer.
Consider creating redundancies
If you have the bandwidth, consider restructuring your team to create personnel redundancies. HubSpot has had success with a service model where teams of three form a “pod” supporting one client. That way, if a pod member leaves, or even just goes on vacation, two remaining team members are familiar enough with the account to cover the client’s needs.
How to maintain trust after an employee exit
Consistency is key when transitioning a client account from one employee to another. Start by understanding if there are any ways in which the former employee may have neglected the client.
A little triage at the start of the transition can actually help build customer loyalty. A simple check-in asking for feedback is a good way to strengthen the relationship you have with your customers. Ask what they need moving forward, if there’s any room for improvement, and if there’s anything they’d like to change about the way your team handles their account.
Once you’ve uncovered any areas for improvement, make sure the new point of contact you assign is well-trained and ready to provide support. Centralize all client documentation in a single record so anyone working on the account can see the contact history. CRM software can help you manage cross-collaboration internally.
Wait until you have all your ducks in a row before notifying your customers. Clients and customers will have more confidence in your business if they see you’re proactively managing the change. Your first communication to the customer should include:
- The date of the employee’s last day.
- Your customers’ new point of contact.
- How the handoff will happen.
- Who else customers can reach out to for support.
Use your judgment as to whether this first outreach should be an email, phone call, or in-person meeting. It’s wise to follow up your first outreach with an email containing all these details for future reference.
What to include in a client handoff plan
If the employee’s departure is taking place in good faith, and not the result of a termination, plan to go over the client account in detail before the person leaves. Schedule time to go through:
- Day-to-day responsibilities: What are the recurring tasks and responsibilities that aren’t easily visible in your project management tool or files?
- Ongoing projects: What is the status of the client account? What are the key milestones, blockers, and next steps?
- Contacts: Who are the key stakeholders on the client side? What is the best way to get in touch with them, and how do they prefer to communicate?
- Tools: What workflows are in place to support the account? Where are documents stored?
- Risk and potential red flags: Are there any unresolved issues that need monitoring?
A formal offboarding process is often an invaluable way to ensure smooth transitions.
With plenty of time, honesty, and your client’s concerns in mind, employee departures can be managed without any negative outcomes.
[Read more: This Week on Entrepreneur: How to Effectively Hire and Retain Employees]
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