Are you upselling products and services in your salon? If not, you are missing out! Not only does upselling bring in more dollars to boost your bottom line, it also increases your credibility in the eyes of customers because you’re educating them about products or services.
Upselling can be done at any point during a client’s interaction and by anyone in your salon. Need some pointers? Here are a few ways to get started:
At booking. When a client—especially a new client—books an appointment, start by offering your deluxe package and work down to more basic options. Along with promoting an upsell, this will educate clients on your salon’s service offerings. Keep a database of what products and services each client selects and reference this database at booking. When repeat clients call, assume they want the same upsell treatment package as the last visit, letting them correct you if this is inaccurate. When calling to confirm a client’s appointment, share other services available the day of the appointment that may interest the client.
At check-in. When a client checks in for his or her appointment, share upgrades to the client’s selected treatment, other services available for the day, and promotions. The waiting area is a great place to advertise your products and services. Share daily service offerings on a board in the waiting area that lists open services and time slots. Place service brochures around the waiting area that clients can take with them. People are more likely to purchase products they have seen or tested, so providing product samples that clients can try while waiting is a great way to boost retail sales.
During the consultation and appointment. Opportunities to upsell are boundless during consultations and appointments. Here are a few suggestions for taking advantage of these opportunities:
Learn about your clients! What is going on in their lives? What are their struggles? Do they have any big events coming up? Would they need hair or nail treatments for any of those events? What are their getting-ready routines, and how much time do they have to get ready in the morning? To gain more insight, ask open-ended questions rather than yes-or-no questions. Update your clients’ files based on these conversations.
Strike a balance between telling clients what they need (e.g., a conditioning treatment) and what would highlight their features well (e.g., curl enhancer).
Either during or after the appointment, tell your client what products you are using and why. This will help educate and encourage your client to purchase the products.
The key to success with upselling is to speak with confidence, knowing you are the expert to whom your clients look for advice. Sharing your expertise confidently will not only lead to more upsells, but will also enhance your reputation as an expert, leading to client retention.
At check-out. If another appointment is not already scheduled, ask how many weeks out the client wants to return. Remind clients who do not rebook at check-out how quickly your stylists fill up. Also, ask what products the client will be taking home. If the stylist recommended a product, have it ready for the client at check-out. In your database, note what products the client uses and ask if the client needs more. Upon departure, remind clients of any promotions, loyalty programs, or referral programs offered by your salon.
Pointers. As you can see, there are plenty of opportunities to upsell in the salon industry, but how can you do it without seeming pushy? Here are some things to keep in mind when upselling:
Keep the upsell relevant to the client. Has the client used or inquired about this product or service in the past? Is the upsell related to the product or service the client wanted initially? If the upsell will not benefit the client, the client will not trust your judgment.
Always clarify the cost of an upsell and know your clients’ budgets. Surprising clients with an unexpectedly high bill will not go over well and will make them less likely to return.
If your salon has a dedicated front desk, educate them on the products you offer. This will help the front desk feel more confident in recommending products and answering questions, which can lead to more sales.
Use a client database that is accessible by all employees to create a seamless transition from booking to check-out.
Incentivize your staff to upsell by providing awards for upselling milestones.