A thoughtful automated offboarding process can not only help to leave a lasting positive impression and keep the operations running smoothly but also be an opportunity to retain the customer base.
How to offboard members and companies
Offboarding members is a critical part of managing the coworking space. We recommend the next steps to ensure seamless management and effective future business opportunities.
Locate the subscription end date
To view the subscription's expiration date, administrators check the subscription details.
Navigate to the Locations > Settings > Community page.
Find the necessary member or company by typing their name in the "Search" field.
The subscription end date appears in the "Ends" column:
Additionally, administrators can navigate to Community > open the company or user profile > select their subscription to view the expiration date under subscription details or open the subscription for a comprehensive overview. If necessary, administrators can always change the end date by editing the subscription.
Retain members with special offers
Don’t let a member’s departure be the final goodbye. Use these tools in your app to encourage them to stay:
Credits: Add credits members and companies can use later for services or bookings.
Day Passes: Provide day passes for hot desk bookings to encourage new bookings.
Discounts & Promo Codes: Set up subscription discounts or create personalized promo codes to re-engage or incentivize members to stay longer.
Make sure to reach out to such members and highlight how these benefits can save them money or fit their changing needs.
Check payment status
Before completing the offboarding process, verify payment statuses:
1. Go to the Locations > Community page and see the outstanding balances of the members/companies in the "Invoices" section.
2. Check who has outstanding invoices, reach out to users, and resend invoices.
Automate offboarding with the “Auto-Remove Members” feature
Save time and reduce manual work by enabling the Auto-Remove Members property. By enabling the feature and setting up a scheduled subscription end date, your members will be automatically removed from the Community after their subscription expires.
This feature keeps your member list clean and ensures access is revoked at the right time.
Save contacts for future outreach
Sometimes the member's decision to terminate the subscription is not connected to them no longer being interested in your services, but due to the personal reasons. Therefore, a follow-up might be a perfect option to reconsider their decision.
Here’s how to maintain a connection:
You may consider removing them from the Community, and keep their profile on the Nonmembers page for a quick and convenient way to reach out. Understand user roles
Reach out periodically with updates, offers, or new services tailored to their needs.
Administrators can later reach out to nonmembers via Chat or email, and inform them about upcoming events, seasonal offers, or new services such as Office rent, etc.
Offboarding is an opportunity to strengthen your brand’s professionalism and customer relationships. By offering tailored incentives, ensuring payments are up-to-date, and staying connected, you can turn departing members into loyal advocates, or even future clients.