When to offer a treatment upsell
By Kat Hill | 05 October 2019 | Expert Advice, Feature
Simply put, upselling is great for beauty businesses – it increases profit and shows your clients that you have a wealth of experience in the hair and beauty arena.
Not only do add-on retail products have the ability to increase your bottom line dramatically, but enticing clients to try something new can also boost client loyalty.
Identifying your different opportunities is key. The options available to them should be disclosed when the client books in. Ensure your booking software details all the extras or your receptionist is well versed in the luxurious upgrade available at the time of booking or even on greeting the client. Your waiting area is the perfect place to subtly expose you clientele to your retail range with an immaculate product display.
During your service, consider how you can add upgrades to your treatments. At the consultation stage, did you identify any concerns that could be tackled? Would a moisturising masque be of benefit to dry skin? Would a nail art design suit a special occasion mentioned by the client? With that upcoming holiday abroad they mentioned, do they know about your additional services? Listen carefully to what your client is saying and don’t be afraid to ask open-ended questions too.
By picking up on details about their lifestyle you will be able to offer a personal product suggestion. For example, if your client works in an office, why not suggest keeping some cuticle oil on their desk? It’ll work its magic while they type away and help prolong the life of their manicures. Just ensure you’re clear about the additional costs to the price to save confusion at the till.
Assess the situation. If the customer has made it clear that they’re on a budget, or that they’re only after one product or service, or are in a hurry, then don’t force anything on them. They may feel compromised into purchasing and be wary of your commitment to them as a client.
The end of a treatment also sees the perfect cue to explain the benefits of aftercare products. Use this as a prompt for a conversation about prolonging the treatment’s effects with your recommended products. Also, at the till point, make use of bright, eye-catching impulse buys at a lower price point.