In cleaning services, turning a lead into a client is hard, but it is 70% easier to turn a client into a higher paying one. Why? Because a client already knows and trusts you and wouldn’t mind shelling out money for the services they think they need. When you upsell, you are not only helping add value to your clients’ lives (by figuring out their problems and making a promise to solve them); you are easily and quickly increasing your profits and growing your cleaning business.
Here are a few ways you can upsell to your existing clients:
1. Identify the right clients to upsell
Your upsell customers are your happiest customers with whom you have the closest relationship; they are the ones who give you referrals and tips all the time.
2. Spot the problem
Now that you have determined the right client to upsell, ask yourselves these questions when you are at their house:
- Is there something else I can do to make their experience better?
- What can I do to make their lives easier?
- Are there any issues in the house that your cleaning services can fix?
These questions will help you spot the problem for which you can offer a solution.
3. Approach at the right time
Needless to say, the timing to pitch for additional services has to be right. So, when is the right time to upsell?
- When you have done an awesome job.
- When you received positive feedback from them.
4. Come up with a great offer
No matter how good you are at selling, if your offer isn’t good, it will fail to convince or impress your clients. So, spend extra time to create an offer that’s difficult to refuse. Let’s use an example to understand this. Let’s assume you are getting a new roof done for your home. You tell your roofing company that you need something that’s budget-friendly. Now, the company knows you want to save money. As you get comfortable with them, they tell you that you are wasting money on electricity every month. And that your roof traps heat and increases your electricity bills. Now you are aware of a problem that you never knew existed. They then suggest proper ventilation to the new roof. That’s a solution they are offering to you at a reasonable rate. And you take it because it’s an offer you can’t refuse.
5. Consider low-cost, high-value services for greater ROI
You can leverage time on-site against investment in equipment by utilizing your investments in equipment and make the machinery pay for itself. An example of how you can do it: Let’s assume you invested $800 for a steam cleaner. If you charge $30 for a kitchen, $20 for a bathroom, or $80 for all hardwood floor cleaning, you are using just one cleaner who takes 30 to 45 minutes to do all the tasks. So it’s a profitable investment. You can also add on more services such as cleaning mattresses, deodorizing carpets, etc. These services take a few minutes, but are a great value-add with a little expense to the cleaner.
6. Offer specialty packages and incentives
To sell more bundled services, you can consider creating specialty packages. For example, 50% off on carpet shampooing with home disinfectant services. These discounted offers are a good way to add value and earn revenue.
Tip: A good upsell needs a combination of customer insight and task management. Your cleaning agents on the field need to have access to customer information and their needs to not only create and schedule the right work order but also to upsell the right service to the right customer. A field service management platforms like Zuper gives your cleaning agents access to information from anywhere so that they are equipped to create real solutions, a better value, and exceed expectations. And that’s the ‘secret’ to any good upsell.
Akhil Rajan is a Customer Success Specialist at Zuper, an intelligent workforce management platform for service-oriented businesses. Working with customers on a daily basis, he has a deep understanding of their needs and pain points and so he is able to contribute to the marketing strategies for Zuper with the content he writes. He writes on topics like how to increase workforce utilization, how to reduce the service turnaround time and increase workforce efficiency, customer adoption, cost reduction strategies, etc – to name a few. He is often found buried in books or playing chess in his free time.