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 Customers page.
Find the necessary company or member by typing their name in the "Search" field.
The subscription end date appears in the "Ends" column:
Additionally, administrators can navigate to Customers > open the company or member profile > view the expiration date under subscription details or open the subscription for a comprehensive overview.
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 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 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 Customers page and see the outstanding balances of the members/companies in the "Invoices" section.
Alternatively, administrators can go to Billing > Invoices. The invoices can be filtered by status and a company or a user they belong to:
2. Check who has outstanding invoices, reach out to users, and resend invoices.
Automate offboarding with the “Auto-Remove Members” feature
Enable the Auto-Remove Members feature to automatically remove members after their subscription expires, keeping your member list clean and ensuring timely access revocation.
Save contacts for future outreach
A member’s decision to cancel may be due to personal reasons rather than a loss of interest.
To maintain the connection, consider removing them from the Customers page but keeping their profile on the Nonmembers page for easy outreach. Understand user roles
Reach out periodically with updates, offers, or new services. Administrators can contact nonmembers via Chat or email to share events, seasonal offers, or new services.
Offboarding is a chance to reinforce your brand's professionalism and customer relationships, turning departing members into loyal advocates or future clients.