The Art of Appointment-Based Upselling: Delight Clients and Boost Profits
For appointment-based businesses, upselling isn’t just about making more money—it’s about offering clients more value, convenience, and personalized service. Client-focused upselling strategies that are integrated into the booking process at the right moment don’t feel salesy at all. Instead, they feel like a natural choice, making them less intimidating than a face-to-face sales pitch and more powerful for your business.
Here are some easy ways to maximize profitability without being pushy, and how Acuity Scheduling’s software can help you streamline upsells so you can achieve your goals.
What is upselling?
Upselling is the art of offering clients additional services or upgrades that elevate their experience with your business. For appointment-based businesses like salons, wellness centers, fitness studios, and more, upselling is an opportunity to provide more value to clients while increasing your revenue. Instead of a hard sell, successful upselling enhances the client experience with options they’ll appreciate—and sometimes didn’t know they needed.
Done right, upselling builds trust and makes appointments more personalized and memorable. It’s a win-win, as clients leave feeling that they received premium service, while your business enjoys higher earnings with each booking.
Why upselling is a game-changer for appointment-based businesses
Upselling works particularly well in service-based settings because clients are often open to exploring ways to maximize their experience. Here’s why upselling can be effective for businesses, from spas to financial firms:
Increase revenue per client visit: When clients opt for an add-on or service upgrade, it means extra revenue without the added costs of new client acquisition.
Enhance the client experience: Clients who receive tailored recommendations and enhanced services often feel a greater sense of satisfaction.
Build long-term relationships: By introducing clients to services that align with their needs, you foster trust and loyalty. Clients may book additional services over time and see your business as a go-to for comprehensive solutions, building lasting relationships.
Practical upselling strategies for appointment-based businesses
Now that we know the benefits, let’s look at practical ways you can upsell without overwhelming your clients. Here are some upsell opportunities appointment-based businesses can implement:
Add extra time to appointments
Offering extra time is a simple, client-friendly upsell. In one case, a massage therapist might offer an additional 15 minutes of quiet time post-massage for deeper relaxation. Likewise, a hairstylist can give clients the option to add more time to accommodate long hair or a complicated cut.
Suggest an additional service
Relevant appointment enhancements can be especially appealing, allowing clients to curate a complete experience based on their unique needs and interests. Suggesting add-ons, like a hot towel shave with a haircut or dent removal during auto detailing, can leave clients feeling like they received an upgrade.
Create premium packages
Packages are an efficient way to upsell clients who are already interested in booking a particular appointment, class, or service. They can be used to get more value out of a single appointment or to incentivize client commitment and lock in their repeat business.
By creating a package, an accountant can provide all-in-one financial review and tax preparation, or a language tutor can bundle multiple learning sessions for clients seeking continuous practice.
Recommend products clients will love
For some businesses, recommending products that elevate the service experience can be beneficial. For instance, skincare professionals can recommend specific products to improve treatment results, while nail salons might offer an aftercare kit for easy maintenance. This type of upsell works best when it’s optional and genuinely helpful.
Mastering the balance: upselling without overselling
Upselling can be tricky—too aggressive, and it may turn clients away. Here’s how to upsell with finesse, ensuring clients feel cared for rather than sold to.
Focus on client needs, not just profit
Clients are more receptive to an upsell when it’s clearly beneficial for them. A laser center, for example, might suggest purchasing a package of 6 tattoo removal treatments because they know it’s more cost-effective for clients, who typically need several sessions to see results. Position these options as ways to address specific client needs rather than just another service to buy.
Introduce options in advance
Clients appreciate knowing their options upfront rather than feeling surprised by last-minute additions that drive up the appointment cost. Upselling at the time of booking allows clients to explore any extras on their own terms. You can showcase these options on your website or your online scheduling page for convenience and easy appointment booking.
Keep upsells optional and transparent
Be upfront about the cost and value. Clearly listing the benefits of each option helps clients make informed decisions without feeling pressured. Clients will appreciate your transparency and honesty, building trust in your business.
Use simple and friendly language
Avoid overly salesy language. Frame upsells as opportunities for clients to enhance their experience. For example, “Would you like to extend your appointment by 15 minutes for a deeper experience?”
How scheduling software simplifies upselling
The right technology can make a huge difference in making upsells easy and engaging. Acuity Scheduling’s flexible features can help you make upselling a part of your scheduling process—without added complexity.
Present add-ons and packages during online booking
With Acuity, you can set up packages for purchase that offer clients more value for less, so you see more money upfront and more repeat business. Or, create add-ons that clients can select to customize their appointments, pay for extra services, or add extra time with simple checkbox functionality.
For instance, a client booking a yoga class online might be drawn to the 5-class package—an attractive deal that allows them to kickstart their fitness routine. Another client booking a facial might be presented with the option to add microdermabrasion to enhance their treatment. These packages and add-ons are seamlessly integrated into the online booking flow, giving clients appealing choices without pressure.
Generate reports for data-driven upsells
Track which packages and add-ons clients are choosing most frequently with Acuity’s reporting tools. Generate reports about your calendars and appointments, including a summary of add-ons purchased with appointments and revenue from add-ons, to identify what’s resonating with clients, refine your offerings, and focus on what works. Data-driven insights can help you create a more personalized, efficient upselling strategy that aligns with client preferences.
Automate follow-up emails
Don’t underestimate the power of a well-timed follow-up email. With Acuity’s automated email notifications, you can effortlessly send personalized follow-ups after an appointment. Whether you suggest services or products that boost their results, or encourage them to take the plunge on a package, engaging clients is easy when it’s automatic.
Plus, Acuity integrates with marketing automation platforms like ActiveCampaign, opening up opportunities to use your client data for future marketing campaigns and targeted promotions.
Make upselling effortless with Acuity Scheduling
Ready to elevate your upselling strategy? With Acuity Scheduling, you can offer add-ons, packages, and more directly through your booking platform, making upselling easy, efficient, and client-friendly. Acuity’s features are designed to help you boost revenue while keeping the client experience front and center.
Start a free trial today and see how Acuity Scheduling can help your business increase revenue and client satisfaction, one upsell at a time.
