How to Tell Customers an Employee Has Left Your Company

When an account manager or client-facing employee leaves the company, there is almost always an awkward moment when you need to tell the client. Even when the employee departs on good terms, telling customers that the person they’ve worked with is gone can be a sensitive subject. Here are some ways to handle those conversations and keep your customers satisfied.

[Read more: Touchy Subjects and How to Communicate Them to Customers]

Let the client know as soon as possible

If the employee is in a client-facing position, let their client contacts know as soon as possible that there will be a personnel change. The best-case scenario is that an employee is leaving for positive reasons. In this case, the employee should give enough notice to introduce their replacement and collaborate through the transition. But if an employee is terminated, that’s not always possible. In that case, it’s best to get ahead of the rumors. Assume the client will hear the news from someone inside your company, or theirs. You’ll want to be proactive about getting the right message to them first.

Know what you can lawfully say

The most important thing in communicating someone’s departure is to avoid legal exposure and protect the former employee's privacy. Legally, in most states, companies are allowed to reveal why an employee left, even if that means telling a client that the employee was terminated for cause. Check your local regulations to be sure.

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