What is a goodbye page?
A Goodbye Page is a password-protected page on your website that only you and your client’s have access to. This page contains video tutorials and written instructions on how to use what you created and what they need to do now their project is complete.
Sure, it takes a bit of time to create this page and its content. But you’ll more than make up for the time it took with the time you’ll save having to answer dozens of ‘help, I’m stuck’ emails from past clients.
The goodbye page essentially acts as a help guide for your clients and cuts down on the amount of emails you get from past clients and the amount of support you have to provide once the project is over.
Why a page, not a PDF?
I know most people send a PDF called a Goodbye Packet at this stage, but here’s why I don’t: PDF’s are tricker to edit. If you want to update it, you have to make the edit, save the document and resend it to clients.
Who has time for that?!
I’m aaaaaall about saving time and that’s why I prefer a page over a PDF. You can easily update a page, and you don’t have to resend it to any clients because they’ll see the updates as soon as they log in to the page!
What should be included on your goodbye page?
1. Thank you + introduction
You shouldn’t just end the project by dropping this page on your clients. You need to explain how your Goodbye Page will help them and what’s included on the page.
Here's a sneak peek of my own goodbye page introduction!
2. Outside resources to help them maintain what you created
If you created something like a website for your clients, you had to use tools like a web host and a website building platform.
Your clients need to understand that these things sometimes encounter problems and that it isn’t your fault, but the fault of the company.
To make sure your clients don’t email you every time there’s a tech problem, provide them with links to FAQ pages and customer service email addresses. Make it your responsibility to inform your clients who to contact when they encounter a tech problem. It will save you from getting endless amounts of tech questions in the future.
3. Answers to common questions clients ask you after the project is complete
Go through the emails you’ve received from clients after their project is complete and make a note of the questions they asked.
Here are some of the common questions I was always asked after completing a brand and website design:
- How do I set up a shop in Squarespace?
- How do I add social media buttons to my website?
- What should I use each file type for?
Include answers to common questions on your Goodbye page. It will dramatically cut down on the amount of emails your clients send you after you’ve finished working with them!
4. Video tutorials
Clients LOVE video tutorials. It’s the easiest way for them to learn how to do something!
As a web designer, I evaluated the things my clients were struggling with the most after working with me and created video tutorials on them. My videos include a step by step walkthrough of Squarespace, how to blog with Squarespace, how to set up a Squaresapce shop and more.
Taking the time to create videos for your clients and make the learning process as easy as possible for them will really impress your clients, as well as save you time.
5. Recommendations for complimentary services
Your service may be step one in their journey. They might then need to hire others to complete their journey.
For example, an engaged couple may need to hire you to cater for their wedding but they might also need to find a wedding planner, a photographer and a dance teacher.
Be as helpful as possible to your clients. Provide them with links to trustworthy business owners in complimentary industries. You’re not only helping your clients here, you’re also helping other small business owners!
6. How you can help them even more
Most clients probably think you’ve done all you can for them, so it’s your job to inform them of other ways you can help them. If you don’t, you’re leaving money on the table!
On my goodbye page I tell my clients I can also help them with ebook design, Google Analytics installation, URL mapping and more.
What other ways can you help your clients? Make sure you list them on your goodbye page!
7. A firm but friendly farewell
You need to establish boundaries now that the project has ended because if you don’t, some clients will continue to email you every day with lists of questions.
You want your clients to feel like they can email you at any time, but you also need to make sure they don’t take advantage of that.
That’s why you should welcome questions, but only reply at certain times.
I reply to past clients on Thursday’s and Friday’s if their questions aren’t urgent, and I explain that the reason I only reply on those days is because my time and attention has to be given to my current clients. Take a look at how I word this below!
Setting this boundary will help your clients feel comfortable enough to reach out, but also stop them expecting immediate responses.
Creating a goodbye page will only take you a couple of hours- even less if you don’t have to create video tutorials! But it’s the perfect way to cut down on back and forth emails with past clients while still assuring them that you care about their success.
To learn more about creating a goodbye page, welcome page, onboarding packet and more, sign up to be the first to hear about my upcoming course, Organize & Automate. Everyone who signs up will get $50 off the course and a free cheatsheet of tools to help you automate your creative business!
Talk soon friend!