Offboard an operator — Searchlight

Your agency

Your email address

We confirm receipt here, and come back to you rather than to the operator if anything is unclear.

The operator leaving

The operator’s own details, so the churn-prevention team can follow up with them directly instead of routing everything back through you.

Operator business name

As it appears in Searchlight — e.g. Bob’s Plumbing.

Operator contact name

Their role

Owner, GM, marketing lead… tells us whether we are talking to the decision maker.

Operator email

The operator’s own address — not an agency inbox.

Operator phone number

Why they’re leaving

The single most useful thing on this form. Be blunt — it does not go back to the operator.

Primary reason for leaving your agency

Which agency are they moving to?

Best guess is fine. If the new agency is already a Searchlight partner, this may be a transfer rather than a cancellation.

What are they taking in-house, and who is running it?

In their words — what did they actually tell you?

Paste the relevant line from their email if that is easiest.

Their relationship with Searchlight

Whether the operator ever touched the product tells us whether there is anything to sell them.

Did the operator have direct access to the Searchlight dashboard?

Yes — logged in regularlyYes — but rarely logged inNo — agency-only accessNot sure

Who at the operator used it?

Names or login emails — these are the people worth calling.

How engaged were they with Searchlight?

Champion — asked about it, quoted the data back to usEngaged — used the reports we sentPassive — never really mentioned itNegative — pushed back on itNot sure

Did Searchlight come up as a reason for leaving?

No — unrelated to SearchlightSomewhatYes — a main factorNot sure

What did they say about Searchlight?

Product gaps land with the product team, not just the churn team.

Did you ask if they want to keep Searchlight?

Required on every offboarding. The operator can keep their Searchlight dashboard on direct billing after they leave you — but only if somebody asks them.

Have you asked the operator whether they want to keep Searchlight?

Yes — they want to keep itYes — they are undecided / want more informationYes — they declinedNot yet

Something you can send them as-is

Your marketing reporting runs on Searchlight, which shows you every call, lead and job against what was spent to get it. It does not have to end when our agreement does — you can keep the same dashboard and history on direct billing with Searchlight. Want me to pass your details along?

I will ask before the final bill goes out, and come back to update this form.

Why did they decline?

Can Searchlight contact the operator directly?

What keeping Searchlight looks like for them

The operator package keeps their dashboard, their tracking numbers and their full history intact, billed directly to them instead of through your rollup. Nothing has to be rebuilt, and there is no gap in reporting if we set it up before the final invoice date.

Yes — reach out to them directlyPlease route it through me first

Preferred next step

Searchlight emails the operator with direct-billing optionsSend the details to me and I will forward themThey are already talking to someone at Searchlight

Anything else?

Anything else the churn-prevention team should know