Short talk by Mike Andes describing strategies to upsell and cross-sell customers to increase customer lifetime value. He outlines five major upsell opportunities including in-person quotes/walkthroughs, pitching additional services via customer portal/estimate, upselling happy customers after positive reviews/surveys, and using milestone-based triggers (birthdays, years as customer, number of completed services) to offer upgrades.
You can afford to pay a lot more for customers if you use upsells and cross sells. There are five major ones that I think about. Number one, if you're doing in person quotes and you're meeting the customer, great time to upsell them other services. You're at their property, you can see all the other problems that they might have that you could solve during the checkout or estimate acceptance process. So if you send them a quote via text or email and they open up their customer portal on the estimate itself, you can pitch them other services. You can upsell them into better versions of what they're getting or adjacent services that are very close to what they're currently you're currently offering them after the job is completed. As you're doing the walkthrough, you're going to be looking out for other areas. You could also solve more of their problems and do other services for them and upsell them and increase the lifetime value of the customer. Another way you can upsell them is when they're really happy with your service. If someone's happy enough to leave you a positive survey and take the time to do that or leave you a positive review online, there's an excellent time to activate them into other services and other products that you can sell them. Now, another time that you can upsell customers is my and you can make up these and have excuses for all sorts of different milestones. For example, it's their birthday years that they've been a customer. You've been with us for a customer for four years. Fantastic. Here's this other service that we're now offering to just you completed 10 services. You so if they do some sort of recurring maintenance or recurring package after 10 services, that's a milestone. Great. I can upsell them into something else.
