Don’t leave without a word

There may come a time when you’re ready to leave the business. This could happen for a number of reasons. Perhaps you’re contemplating retirement or maybe you’re just ready to downsize and spend more time at the cottage with family.

Whatever your reason, don’t leave your customers hanging and wondering what happened to you. You’ve worked too hard over the years to earn their trust. Don’t lose it now.

Communication is key

Reaching out to let your customers know you’re leaving or your company is changing hands and you’ll no longer be there for them, shows you care and respect their business. That’s why communication is key.

Here are some messages you might want to include.

• A simple thank you. Take the time to thank your customers for their loyalty and business over the years. It will mean a lot to them.
• If you’ve sold your business, or if you’re changing ownership, introduce your replacement. Let them know who they can contact next time they need service or products.
• Create a sense of comfort by expressing your confidence in the new owner and their ability to serve customers with the same standards that they’ve come to expect. Of course, you’ll want to be sincere in your comments.
• If your small business is merging under a new brand, let your customers know to avoid any confusion. What’s the new name, and what’s happening to the existing brand? Maybe your brands share similar values, which you can share.
• If the nature of your business involves keeping personal information, it’s important to let customers know what will happen to that information.

Cover all the touch points

Sending a warm message — maybe a letter or a personal email — is one way to reach your repeat customers. (It also underscores why keeping track of your key customers is a good idea.) But, don’t forget about other touch points, for example, your social media pages. This is a good place to let your followers know there’s been a change in your company.

You’ll eventually disable your website. Before you disappear keep content on your site announcing the change. Let visitors know who to contact for support and redirect them to the new business site.

Do you send monthly billings or a newsletter? A stuffer with the bill or notice in your newsletter can give customers a heads up that a change is underway.

Whatever happens, don’t leave without a word. Good communication can help close the last chapter in your story and maybe even help open a new chapter for someone else. Invest the time to make a smooth transition for your customers and the new owner. After all, you want to leave on a high note.