Most owners have a plan for the exit conversation and the final paycheck. Fewer have a plan for the email account, the shared drive, the phone and the dozen software logins that person used every day. That gap is where problems start.
I am Vice President of Operations at DirecTech Connect, a Nashville-area provider of business phone systems, managed IT, websites and digital marketing. I oversee our managed VoIP and telecommunications services, managed IT for small and medium-sized businesses, and client project delivery, so these are questions I deal with every week.
The goal is not to be harsh. It is to make sure business information stays with the business, and that nobody is left with access they no longer need. Doing it the same way every time makes it routine instead of awkward.
Decide timing before the conversation. For most departures, access should end at the moment the person is told or the moment they walk out. Have the steps ready so you are not scrambling afterward.
Disable, do not delete. Block sign-in to the email and main accounts first, and reset the password. Keep the mailbox and files for now. You may need old messages, and deleting too soon can destroy records you will want later.
Forward and cover the inbox. Route incoming email to a manager or a shared mailbox so customer messages are not lost. Set a short automatic reply if it helps customers reach the right person.
Collect devices. Get back laptops, phones, badges, keys and any other equipment. If a personal phone had company email on it, remove the company data from that phone rather than wiping the whole device.
Walk through the other logins. Think about accounting software, social media pages, your website, payment tools, vendor portals and shared passwords. Change any password the person knew, and remove them from anything that lets you add or remove users.
Move the phone number and extension. If they had a desk phone, direct line or cell phone number tied to your system, reassign it so calls reach a person who can help.
Keep a written checklist for this, and keep a matching one for new hires. When we manage IT for a business, offboarding is one of the first processes we put on paper, because it is much easier to follow a list than to remember in the moment.
Danielle Lemons is Vice President of Operations at DirecTech Connect, a Nashville provider of business phone systems, managed IT services, websites and digital marketing. More about Danielle.
