As a salon owner, you’re always on the lookout for ways to increase revenue and grow your business. Fortunately, there’s a simple and effective way to do just that: upselling and cross-selling services to your clients. Not only does this approach boost your bottom line, but it also enhances the client experience and builds loyalty. In this article, we’ll share tips and strategies for effectively upselling and cross-selling services in your salon, so you can take your business to the next level.
Upselling vs. cross-selling – what’s the difference?
Upselling and cross-selling are both great ways to enhance sales and increase profits in your salon, but what do they both mean, and what’s the difference? In a nutshell, upselling is when a seller suggests a higher-end or upgraded version of a product that the buyer is already interested in. Cross-selling, on the other hand, is when a seller suggests related or complementary products that might enhance the buyer’s experience. Think of it this way: upselling is like encouraging someone to get the larger coffee, whilst cross-selling is like suggesting they add a piece of cake on the side. Both tactics can be effective in increasing sales in your salon, but it’s important to know the difference and use them appropriately.
Top tips to consider before upselling and cross-selling in your salon
When it comes to upselling and cross-selling in your salon, there are a few key tips to consider:
Think carefully about when to cross-sell and upsell
Say it with us: timing is everything. It’s crucial to recognise the best moments to cross-sell or upsell, as this can make all the difference to whether you’re successful or not. Here are a few moments to take advantage of (and their pros and cons):
- During a treatment: This can be a great time to cross-sell or upsell, especially if a client seems happy with their treatment so far. However, make sure to take the type of treatment into account before suggesting additional services or products. But, of course, it’s vital to take into account the type of treatment that you’re performing. Having a good chin wag with your client during their haircut, or catching up during their manicure? This can be a great opportunity to recommend a complementary service or product. However, avoid trying to cross-sell during a relaxing service like a massage or facial. This might diminish the client’s experience and make them less receptive to future attempts at upselling or cross-selling.
- After a treatment: When their treatment is finished, your client is likely feeling pretty good – relaxed, rejuvenated, and happy with their experience. That makes it a perfect opportunity to recommend other services or products that could enhance their experience even more. It’s a chance to show you care about their needs and goals, and want to help them achieve their desired results. Just be sure to make recommendations in a natural and easygoing way, so you don’t seem pushy or sales-focused.
- During a consultation: When you’re chatting with your client during their consultation, don’t be afraid to ask about their likes and dislikes. This is your chance to get to know them and understand what they’re hoping to achieve with their treatment. Plus, you can use this opportunity to recommend other services that they might be interested in trying, and tailor your recommendations to meet their needs. Let’s say they usually go for a classic manicure, but they wish it lasted longer. This is a great opportunity to suggest longer-lasting alternatives such as gel nails, acrylics, or SNS.
No two clients are the same
To really give your clients the best possible experience, you need to treat them like the individuals they are. After all, what works for one may not work for another. So, it’s important to take the time to really get to know your clients and their preferences. With Treatwell, you can easily add notes to each client’s profile, so you’ll never forget what they like or dislike. Did they mention they love the smell of lavender during their last visit? Jot it down in their notes, and next time they’re in, suggest a lavender-scented product to take home. Or, do they usually book a massage, but have previously mentioned some skin concerns? Add it to their client notes, and you’ll know that they might be interested in a facial in the future.
With Treatwell, you can also access your clients’ booking and purchase history in a few clicks, and can see what services and products they’ve tried in the past and what they might be interested in trying in the future. This means you can suggest additional services or products that will genuinely enhance their experience, rather than just trying to make a quick sale. It’s all about building a relationship with your clients, and Treatwell makes it easy to do just that.
Upselling services in your salon
As mentioned above, upselling involves suggesting an upgraded or premium version of the service that your client is already interested in. So, for example, you could suggest that a client upgrades to a deluxe manicure, instead of the standard manicure that they’ve already booked. Or you could suggest a 60-minute massage, rather than the 30-minute session they originally opted for.
The key to upselling effectively is to really listen to your client’s needs and suggest services that match their preferences. Don’t just suggest an upgrade for the sake of it – make sure that your suggestion is something that you think your client will truly love or benefit from. By doing so, you can enhance their salon experience and build trust. Plus, happy clients are more likely to return for future appointments, ensuring long-term success for your salon.
Remember – creating a relaxing and comfortable client experience should always come first. It’s important not to be too pushy when upselling or cross-selling services. If your clients feel that they’re being pressured into spending more money, it can significantly affect their entire experience at your salon.
Cross-selling in your salon
Just like upselling, cross-selling can help to boost your salon’s revenue and enhance the client experience. Cross-selling involves suggesting complementary services that a client might not have considered before. For example, you could recommend a facial treatment after a massage for that full pampering relaxation experience. Or, you might suggest a conditioning treatment or head massage to go along with the highlights they’ve booked.
You can also use cross-selling to increase product sales in your salon. For example, you could recommend a cuticle oil to keep a new mani looking fresher for longer; a moisturiser to keep that post-facial glow going; or a toning shampoo to help maintain your client’s new hair colour.
This approach not only increases revenue but also encourages clients to try new services and products, ultimately allowing them to see the value in your offerings. To effectively cross-sell, it’s important to suggest complementary services during the booking process and train staff to recommend appropriate services to clients. By providing a seamless and personalised experience, you can build trust with clients and increase the chances of repeat business.
How to train your staff to upsell and cross-sell
Training your staff to effectively upsell and cross-sell services can be a game-changer for your salon’s revenue and success. By providing the necessary training and incentives, you can encourage staff members to offer personalised recommendations that complement clients’ needs and preferences. One effective tip for training staff is to offer incentives for successful upselling and cross-selling, such as commission or bonuses. Additionally, emphasise the importance of providing a personalised experience for clients, as this can help build trust and loyalty. With the right training and approach, your staff can become expert salespeople who not only increase revenue but also enhance client experience.
To train your staff to effectively upsell and cross-sell services, start by defining clear expectations and goals. Make sure your staff understands the benefits of upselling and cross-selling for the salon, as well as for their own commission or bonuses. Provide them with a list of services that can be upsold or cross-sold, along with tips for suggesting them to clients. It’s also important to train your staff on how to listen to clients’ needs and preferences, so they can offer personalised recommendations. Role-playing exercises can be useful for practising effective upselling and cross-selling techniques, so staff members feel confident in their ability to make recommendations.
Finally, make sure to provide ongoing feedback and support, and regularly assess staff performance to identify areas for improvement. With Treatwell’s analytics and reporting tools, you can easily track sales, treatments provided, and revenue generation – all filtered by team member. This makes it easier than ever to check staff performance, provide feedback, and reward success.
By investing in your staff’s training and development, you can create a culture of sales that benefits both your salon and your clients.
Using technology to maximise upselling and cross-selling
In today’s digital age, technology can be a powerful tool to maximise upselling and cross-selling opportunities in your salon. A management software such as Treatwell can be key in helping you develop a strategy for success. With Treatwell, you can quickly and easily view the booking and purchase history of your clients – to get an insight into their needs and preferences. You can also add client notes to their profile, so you can jot down important information that could help with upselling and cross-selling opportunities – like whether they love a certain brand.
Treatwell also offers easy-to-use communications tools, which allow you to send both wide-reaching and targeted email campaigns. Using these tools, you can tell your clients about services and products they might not have tried before. It’s a great way to spread awareness about your offerings. By incorporating technology into your upselling and cross-selling strategies, you can create a more efficient and effective process that benefits both your salon and your clients. Want to find out more about how Treatwell can benefit your business? Book a free demo with one of our experts to find out more.
Final thoughts
To conclude, upselling and cross-selling services can be a powerful means of boosting your salon’s revenue. At the same time, it can help you provide a more customised experience for your clients. Through careful understanding of the benefits of these sales techniques, training your staff to execute them effectively, and utilising technology tools to optimise the process, cross-selling and upselling can benefit both your salon and your clients. Try testing out different strategies and techniques to determine what works best for your salon and its unique clientele. By doing so, you can drive profits to new heights and establish a loyal client base that keeps coming back for more.
