We recently spent a few days away at the fabulous Hotel Quinta do Lago where I was prompted to write this note by the behaviour of a waiter who poured the last glass from a bottle of wine and walked away with the empty bottle - without asking if we wanted another bottle!

A scandalous example of an upselling opportunity missed.

We all know that selling to existing customers is easier than winning business from new customers.

If you look after your customers they will welcome solutions from you as a trusted supplier - providing you have looked after them and they are happy.

Upselling can badly be described as selling a customer a higher value product or service than they do not need - not a great way to become a trusted supplier.

It smacks of ‘sell them what they want, then sell them what they need’

Happy customers generally welcome new products and services from existing suppliers (that have become trusted partners) so you should never miss an opportunity to offer your customers new products or services, particularly those that complement your existing products and services and exploit your strengths.

I worked with a print and copy business for a number of years and suggested that they should also sell paper and a confidential paper shredding service - all their customers had a need for both these products and services.

The B2C world is particularly good at upselling. Examples include offering low cost room upgrades at hotel check-in, utility companies offering discounts for longer contracts and new car salespeople offering a range of extras on new cars. You may have noticed that you sometimes now have to sign a form when buying a new car, acknowledging that you have been offered the full range of services offered from your dealer by your salesman.

Customers often ask trusted suppliers if they can recommend anyone who could help with XYZ product or service - you should always look at this as an opportunity.

Business leaders should be continually thinking about what complementary products and services they could source or develop to offer their existing customers or what products and services their customers are currently buying elsewhere that they could supply.

It’s also a great way to make your customers more ‘sticky’ and grow your share of their wallets!

At Pabasso - Peer Advisory Board Associates we are focused on helping leaders of established businesses progress through shared experience, expertise and support.

We are always looking for leaders of established businesses, currently only in the Yorkshire region, who are keen to benefit from the experience and expertise of other business leaders, as well as experienced business leaders to join us and Chair more Pabasso boards. Interested? Why not drop us a note or give us a call to find out more?

We currently have a vacancy in one of our Yorkshire-based Pabasso – Peer Advisory Board Associates boards so if you would like to know more about how we at Pabasso – Peer Advisory Board Associates help leaders of established businesses progress through shared experiences, expertise, and support, please do not hesitate to get in touch. 

If you would like to know more about how we at Pabasso – Peer Advisory Board Associates help leaders of established businesses progress through shared experiences, expertise and support, please do not hesitate to get in touch.

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