When a client decides to leave, it is one of the most valuable learning opportunities you will get. Use this template to have a structured, honest conversation and extract the feedback you need to improve.
Record the basic details before the conversation.
Ask: "What is the main reason you have decided to move on?" Let them talk without interrupting. Capture their exact words, not your interpretation.
Ask them to rate each area from 1 (poor) to 5 (excellent). This gives you structured data you can track across multiple exit interviews.
Ask: "What did you value most about working with us?" This tells you what to protect and emphasise for other clients.
Ask: "If you could change one thing about your experience with us, what would it be?" This is where the real gold is. Do not get defensive. Just listen and write.
These two questions reveal whether the relationship ended on good terms and whether there is potential for future work.
After the interview, sit down and write out the key lessons. Be specific. What will you do differently for existing clients because of this feedback? What will you change in your onboarding, delivery, or communication process?