Posted by Jenny
Upselling in a salon, spa, or clinic is not about pushing products or services; it’s about enriching the client experience. By thoughtfully suggesting solutions that align with your clients’ needs, you help them achieve their hair and beauty goals while also strengthening their loyalty to your business.
Did you know that 45% of clients who receive personalised recommendations are likely to become repeat buyers? This statistic underscores the value of upselling when approached with care and expertise.
With the right techniques, you can enhance your clients’ experience throughout their visit and boost your bottom line.
Many clients prefer the convenience of booking their salon or spa appointments online. This presents a unique opportunity to upsell even before they step foot in your salon. By utilising the capabilities of SalonIQ’s online booking platform, you can enhance the booking experience and introduce clients to additional services or products that align with their needs.
When clients book online, SalonIQ can offer complimentary service recommendations. For example, if a client books a colour service, the system can force, or suggest a finishing blow dry service and offer a deep conditioning treatment. This not only adds value to their booking but also increases the likelihood of clients trying new services.
During the online booking process, prominently display service packages or courses that might interest clients. For instance, if you have a “Summer Glow” package that includes a facial and a manicure, make sure it’s visible during the booking steps. Clients are more likely to add these offers to their booking when they see the value and convenience of bundled services.
The check-in process sets the tone for your client’s entire visit. By creating a welcoming environment and offering thoughtful, personalised suggestions from the start, you lay the foundation for a positive experience and increase your opportunities to upsell. Here’s how:
Pre-appointment digital consultation forms are a treasure trove of information, providing insights into your client’s home care routines, beauty concerns, and goals. With this knowledge, your team can suggest tailored products and services that benefit your clients while boosting retail sales. For instance, if a client mentions dryness before a facial appointment, your team can recommend a hydrating treatment or nourishing serum during check-in.
A well-arranged retail display near your reception area can significantly boost product sales. Place displays in high-traffic areas like the waiting room or reception desk, using warm lighting, clean signage, and seasonal themes to draw attention. Group items by category or purpose, or create bundles tailored to client needs, such as a “Winter Rescue” kit featuring hydrating shampoos and moisturising serums.
Loyalty programmes are a win-win: they reward your clients for repeat visits and give you an opportunity to upsell products or services they haven’t tried before. During check-in, review your client’s points balance. If they’ve earned enough for a reward, suggest a treatment or product they haven’t tried yet.
The treatment room or salon chair is the ideal space to build trust and educate clients about achieving their goals. By actively listening, demonstrating expertise, and showcasing results, you and your staff can naturally introduce upselling opportunities.
Understanding your client’s needs is key to upselling. Train your team to listen actively and ask open-ended questions like:
– What’s your biggest hair/beauty concern right now?
– Are there any specific results you’re hoping to achieve?
– What’s your current haircare/skincare routine, and how is it for you?
This approach not only helps clients feel heard but also opens the door to personalised recommendations.
If a client mentions an upcoming event during their appointment, tailor your suggestions to help them prepare. For example, recommend a hydrating facial for a wedding to boost their natural glow for photos.
Show, don’t just tell. While performing a treatment, explain how the products you’re using work and their benefits. Educating clients on the value of certain products increases the likelihood of purchase.
The checkout process is your chance to leave a lasting impression and equip your clients with the tools they need to maintain their results at home. Recommending the right products and services at this stage will help them prolong their treatment benefits and encourage future visits.
As you wrap up the appointment, provide clients with a personalised aftercare plan. This can help book clients into recurring treatments, boosting your bottom line and client loyalty.
Reception is the perfect place to mention time-sensitive offers and encourage clients to take action before they leave. This is when clients are still immersed in their salon experience, making them more receptive to promotions or package deals.
For clients who’ve had specialised treatment, aftercare is essential. Use this opportunity to recommend products that will help maintain their results.
By focusing on understanding your client’s needs, demonstrating value, and highlighting results, you can create a seamless upselling experience that enhances client satisfaction and loyalty.
SalonIQ’s Homecare Recommendation System is a powerful tool designed to enhance client satisfaction and boost retail sales by seamlessly integrating follow-up communications with personalised product recommendations. Here’s how it works:
After a client’s visit, SalonIQ automatically sends a follow-up email or SMS to the client. The follow-up message includes a direct link to your SalonIQ online shop, which is free to use. This convenience allows clients to explore and purchase recommended products with ease, enhancing their overall experience with your salon.
To streamline the purchasing process further, the recommended products are automatically added to the client’s basket in your online shop. This feature simplifies the buying journey, making it more likely for clients to complete their purchase and enjoy the benefits of the products recommended during their visit.
This timely communication ensures that clients have all the information they need to maintain their salon results at home.
Call a member of our team today on 01892 280 123
