Want Fries with That? How to Master the Art of Upselling in Your Spa
Learn how to transform upselling from a task into an opportunity by consulting with clients and recommending products and services that truly meet their needs.
Want Fries with That?
We all know this time-honored upsell, and who doesn’t want fries? Although this was the standard back in the day, things change and get upgraded. Now it’s all about supersizing everything!
How do you look at the “upsell”? Do you look at it as a task or an opportunity?
Selling isn’t about pushing something that your boss decides to focus on. It’s about doing basic consulting with your guest and discovering what will be the best solutions to their needs.
I’m Heartworks Consulting and over the past 25+ years I have been where you are. My expertise is in building spa and wellness businesses. In the past three years I have developed a stand-alone day spa from $0 to 6 figures with over $16,000 a month in recurring membership revenues. After selling this location, I am assisting with their continued growth.
For massage therapists, clients may seek relaxation, and the careful incorporation of suitable aromatherapy can facilitate achieving this outcome.
As an esthetician, you are the expert. An in-depth assessment of the client’s skin will determine what course of action will be recommended to provide the results they are looking for. As good as you may be, you know that spending an hour with your client will not bring them to perfection. Will you let them walk out the door without any home care products? All that work that you have done will slip away.
So, what is the best way to make this happen?
As you perform your services, be sure to educate the client on the products that you are using and recommend a few that would be must-haves.
After the service, it is imperative that you walk the guest to the front where you will select the recommended products and, if time allows, finish the sale.
Remember: show one—sell none. Show three—sell one. You don’t want to overwhelm your guest. They have just come off your table feeling very relaxed, and you need to match their energy. Speak slowly and softly. Let them know what you recommend and provide them with a home care card that has their information already on it.
“Mary, these are the products that I recommend that will bring you the results you are looking for. The basic plan is this cleanser, toner, and moisturizer. If you can only take one today, I suggest the moisturizer.” Ensuring that you have the products used in your backbar available in retail is essential. Clients leave happy, team members earn commissions.
If you must quickly get to the next client, your front desk team should be able to take the “handoff” and complete the transaction for you.
Remember that you are a team, and working together to provide the best possible outcome for your clients is your priority.
Whether you are a guest service representative, practitioner, or esthetician, a seamless transition from the moment the guest enters your facility to the time they leave should be part of your brand.
If you need help with retail systems, determining what software suits your business, how to upsell your services and products, book a call with me today!
Heartworks Consulting offers solutions that are easy to implement and effective. We have been where you are and would love an opportunity to discuss where your pain points are in your business. Book your introductory call. No obligation. Just a genuine conversation about your practice.
Contact me: www.heartworksconsulting.ca https://calendly.com/bvidenoff1
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