Business Education

Entrepreneurs Beware! Upselling will Undermine Your Business, So Do This Instead

We’ve all experienced it – visiting an electronics chain to purchase a single item. Something you want and you’re excited to use. Reaching the checkout counter, an uneasy and annoying feeling begins to creep up. Just wanting to complete a simple transaction, you present your payment, only to be asked if you’d like to add a warranty. Then comes the follow-up savings pitch – you could save a significant percentage if you open a new credit card. Declining both, you walk out, disappointed but unsurprised at what could have been a good experience.

The figures don’t lie. Retailers often earn more upselling add-ons than the margins on their products. It’s why consumers have to endure these unwelcome offers time and again. Such encounters persuade people to skip the physical store and just order what they need online to mitigate the upsell tactic. After all, it’s much easier to swipe or click past such offers than to tell another human being “No.”

Now, apply this mindset to your own business. Upselling may seem like a tempting strategy to boost your revenue, but it could be the very thing that undermines your sales. Instead of pushing more products or services onto your customers, you should focus on building genuine relationships and delivering exceptional value.

Why Upselling Hurts Businesses

Let’s face it – most people, whether retail employees or skilled tradespeople, don’t relish upselling customers. It’s uncomfortable because they’ve been in the same position too. Like everyone else, those individuals also endured the awkward upsell and don’t want to be required to do the same. Worse still, upselling, when done improperly, can harm a business. But, that’s not all; upselling can be counterproductive for several reasons. For instance:

Customer trust. Aggressive upselling or misleading customers into purchasing more expensive products can erode customer trust. Customers value honesty and transparency from businesses. If they feel a company is trying to take advantage of them through upselling, they may lose trust in the brand and choose to shop elsewhere.
Negative experience. Here’s the most obvious reason. Overly pushy or frequent upselling can create a negative customer experience. Customers may feel pressured or annoyed by constant attempts to upsell, which could lead to dissatisfaction and potentially drive them away from a business.
Unmet expectations. Upselling can sometimes lead to customers purchasing products or services that don’t meet their expectations or needs. This can result in dissatisfaction and negative reviews that can harm a business’s reputation.
Lost sales. If customers feel they’re being upsold too aggressively, they may decide not to make any purchase at all. This could result in lost sales for the business and bad word of mouth from dissatisfied customers too eager to share their negative experiences with others.
Resource misallocation. Focusing too heavily on upselling can divert resources away from other important areas of the business, such as customer service or product development – two positive and helpful things.
Damage to brand image. This bears repeating, if a business gains a reputation for aggressive or misleading upselling, it could damage its brand image and make it harder to attract new customers.

To avoid these pitfalls, businesses should focus on providing value to their customers, rather than just trying to increase sales at any cost. This means only offering upsells that genuinely benefit the customer and being transparent about the value of the upsell. Better yet, instead of upselling, try upserving.

7 Compelling Reasons to Upserve Instead of Upsell

You may have heard the term “upserving” before. Regardless if you’re familiar with it or not, it’s a great alternative because it puts customers’ needs first. So, businesses should focus on upserving their customers instead of upselling for many compelling reasons:

Customer satisfaction. Upserving means providing more value to the customer. Again, this could take the form of offering a product or service that genuinely meets a need or enhances their experience. When customers feel that a business is looking out for their best interests, it increases their satisfaction and loyalty.
Long-term relationships. Upselling can sometimes feel like an annoying sales tactic, one that can erode trust and damage the long-term relationship with the customer. On the other hand, upserving builds trust and fosters a stronger, more positive relationship.
Positive brand image. Businesses that focus on upserving are seen as customer-centric and trustworthy. This enhances the brand’s image and reputation. What’s more, customers are much more likely to make referrals based on such positive experiences.
Increased sales. While upselling can increase sales in the short term, upserving can lead to even greater sales in the long run. Satisfied customers are more likely to make repeat purchases and recommend the business to others.
Customer retention. Upserving helps to retain customers. It’s much more cost-effective to retain an existing customer than to acquire a new one. When you upsell, you run the risk of losing a customer because they feel like you’re putting your bottom line before their needs.
Differentiation. In a crowded market, upserving can be a key differentiator. It sets the business apart from competitors who may be more focused on upselling.
Customer Lifetime Value. Upserving can increase the customer lifetime value (CLV). CLV is a measure of how much a customer is worth to a company throughout their relationship. By upserving, businesses can increase this value.

So, upserving is about putting the customer first and providing them with more value. This leads to increased customer satisfaction, loyalty, and ultimately, more sales over the long term.

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The Two Key People that Can Tell You if a New Hire will Work Out

August 21, 2020 No Comments

There are two people in your life that can immediately tell you if a job candidate is a good hire. When both (or either one) doesn’t get a good vibe, it’s an important warning sign to heed. While some candidates fit the bill precisely on paper, but it’s what’s not on the resume that’s most telling. Trouble is, you might miss these cues. And, that’s where two key people in your life and business come into the picture. Resume versus Reality Paper credentials are indeed important. But, if his or her personality doesn’t gel, he or she just won’t work out. That’s not necessarily a bad thing because it means there are other qualities that you need to have in that position. Put another way, intangibles can’t be ignored. Even when there’s an impressive track record, that doesn’t seamlessly translate into the perfect fit. Hiring someone who doesn’t fit your company’s personality can be a very costly mistake. To avoid making that mistake, make sure to interview job candidates for cultural fit, as well as job qualifications. —Inc.com We’ve all heard the stories of Steve Jobs. A marketing genius. A man who could somehow see into the future. However, a very difficult person to work for and with. Although he built a huge company, he did so stepping on a lot of toes and hurting many people’s feelings. Of course, this is just an example. Yet, it does help to illustrate a point — someone can have a spectacular resume but isn’t a true team player. Best Ways to Size-Up a Potential New Hire So, how do you know if someone is a good fit for the position? Sure, read his or her resume. Ask some questions before and during an interview. Then, rely on two key people to read the tea leaves. Just who are these individuals? The answer is: your spouse and your right hand man. While the latter makes perfect sense, the former just might surprise you. (That is, unless your spouse works in the business with you.) But, for business owners who don’t work with their spouses, this could be a bit out of left field. However, it’s a great way to get a real feel for someone. After all, your spouse knows you just about as well as anyone could. She or he can glean things from another person you could easily miss on your own. And, that’s where your right hand person is also valuable. He or she will also be able to judge a potential hire in more ways than just on paper. So, get together for lunch and over dinner. And, do so separately (your spouse on one occasion and your right hand on another). Then, ask their impressions about the job candidate and listen carefully. You’ll probably learn a lot. Plus, you’ll get valuable feedback that can help you to make the right decision. What other suggestions do you have for sizing up a potential new hire? Please take a moment to share your thoughts and experiences by commenting! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Business Owners Thinking about Switching to a 4-Day Workweek Here’s What You Really Need to Know

March 24, 2023 No Comments

The 4-day workweek continues to gain traction, though it’s a long, long way from becoming standard. Still, recent trials by companies have shown promise for reducing the workweek by one day (something instituted almost one-hundred years ago in 1926 by Henry Ford). The change is definitely full of ostensible advantages – and big potential. But, this certainly doesn’t mean it’s all upside and no downside. So, let’s take a look at what business owners need to know about switching to a 4-day workweek and what to expect. 4-Day Workweek Pros Switching to a 4-day workweek can have several benefits for a business. While some are obvious, others may not be so intuitive. Here are a few reasons a company might want to switch over: Increased productivity Research shows that shorter workweeks can lead to increased productivity. Employees may feel more motivated to get work done if they have more time to rest and recharge. Better work-life balance A 4-day workweek can give employees more time to spend with their families and pursue personal interests, leading to better mental health and job satisfaction. Cost savings A shorter workweek may lead to reduced operating costs for businesses, such as lower energy bills and reduced use of office resources through less use of computers, lights, climate control, and more. It can also help to rein in office expenses as it offers an opportunity to scrutinize spending expenses. It’s hard to say if many employers will find the 4-day workweek structure agreeable. Everyone is watching these kinds of experiments and learning. Plus, it depends on how the economy and workforce evolve and whether these become new expectations from the vast majority of the workforce—as being able to work at least part-time remotely has become for most knowledge workers. —Boston University So, the very fact that a business will be operating fewer hours translates directly into operating expense savings. (This is something that generally comes to light when there’s a big change and businesses are forced to examine their spending amounts and frequency.) Attract and retain talent Offering a 4-day workweek can be a unique and attractive perk that helps businesses stand out in a competitive job market. It can also help retain current employees by increasing their job satisfaction and loyalty. 4-Day Workweek Cons While these are certainly compelling reasons and sound good in theory, in practice they may not necessarily materialize (or simply manifest in different forms). Of course, as with any new idea, there are bound to be possible drawbacks and problems that could arise unexpectedly. Here are some things you might encounter by adopting a 4-day workweek: Reduced hours A 4-day workweek means employees will work fewer hours, which could lead to reduced productivity and output, especially for businesses that require around-the-clock operations. Workload distribution Businesses may need to redistribute workloads or hire additional staff to compensate for the lost hours of those who are working a 4-day week. Operational difficulties A 4-day workweek could create operational difficulties, such as coordinating schedules with clients or customers who operate on a 5-day schedule. Reduced profits Reduced hours could lead to lower profits for businesses that rely on hourly work or have tight deadlines to meet. Ultimately, whether a 4-day workweek is a good fit for a business depends on its unique needs and goals. It’s important for businesses to carefully consider the potential advantages and disadvantages before making the switch. What other considerations would you suggest be a part of these? Please take a moment or two to comment so others can benefit from your thoughts and experiences! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Could Your Business Survive Morristown-Like Conditions?

December 6, 2024 No Comments

Contrary to popular belief, Valley Forge wasn’t the worst winter the American Continental Army faced during the War for Independence. The revolution against Britain posed many challenges, but perhaps the worst was experienced in Morristown, New Jersey. During the 6-month deployment, temperatures only rose above freezing for two days, it even snowed in May. Chilled to the bone and without food, some soldiers wrote in their diaries they built fires not only for warmth but to cook and eat their own shoes. Conditions were so bad, that extreme hunger and starvation, along with a lack of provisions and building supplies, caused many infantrymen to either starve to death, contract disease, desert, or plot a mutiny. Morale became so low the camp devolved into extensive chaos, forcing George Washington to order the execution of eight men. They were marched to the gallows, where fresh graves and open pine coffins lay right in front of them. Just as the nooses were being put around their throats, a junior officer emerged from Washington’s quarters and yelled, “Reprieve, reprieve, reprieve!” Quickly after, seven of the prisoners were set free, but one desperate, unfortunate soul, was hanged to death in front of the entire camp that day. While Valley Forge is the most recognizable historical event, when it comes to prolonged suffering, Morristown was markedly worse. One could argue the siege of Charleston rivaled such trying times given the sheer terror unleashed. Residents of the city faced for 40-plus days as the British bombarded the town day and night. The Continental troops, severely and woefully outnumbered, tried to hold the Red Coats off, but to no avail. Eventually, commander General Benjamin Lincoln was forced to capitulate and had no choice but to surrender. Obviously, the American colonists persisted in their move for Independence against the crown, and today, the United States is the most powerful and prosperous nation on the planet. But it didn’t happen without great sacrifice and perseverance through extraordinary circumstances. The country has experienced at least a few huge economic downturns. Business cycles that were so bad, they forced several companies to shutter their doors forever. 7 Strategies for Small Businesses to Survive During Lean Economic Times While you probably won’t experience such extreme circumstances, a struggling economy can bring harsh times. Small businesses often face significant challenges during lean economic times. However, with strategic planning and thoughtful decision-making, they can navigate these difficult periods and emerge stronger. Here are some key strategies for small businesses to survive and thrive during economic downturns: 1. Manage Cash Flow Prudently Cash flow is the lifeblood of any business, especially during tough economic times. To manage cash flow effectively: Monitor cash flow regularly. Keep a close eye on your cash flow statements to understand where money is coming from and where it’s going. Delay non-essential expenses. Postpone any non-essential expenditures and focus on spending money on what keeps the business running. Improve receivables. Encourage prompt payment from customers by offering early payment discounts or tightening credit terms. 2. Cut Costs Wisely Reducing expenses without compromising the quality of products or services is crucial: Negotiate with suppliers. Talk to your suppliers to get better deals or extended payment terms. Reduce overheads. Look for ways to reduce overhead costs, such as downsizing office space, reducing energy consumption, or transitioning to remote work if feasible. Outsource non-core functions. Consider outsourcing non-essential functions like IT, payroll, or marketing to reduce staffing costs. 3. Diversify Revenue Streams Relying on a single source of revenue can be risky during economic downturns: Expand product/service offerings. Introduce new products or services that complement your existing offerings. Explore new markets. Identify and target new customer segments or geographic areas. Leverage online sales. If not already, establish a strong online presence to reach a broader audience and increase sales. 4. Enhance Customer Relationships Maintaining and strengthening relationships with existing customers can provide stability: Communicate regularly. Keep in touch with customers through email newsletters, social media, and other channels to keep them engaged and informed. Offer value. Provide exceptional customer service and value-added services to retain loyal customers. Seek feedback. Actively seek customer feedback and use it to improve your products and services. 5. Optimize Inventory Management Effective inventory management can free up cash and reduce waste: Just-in-time inventory. Implement just-in-time inventory practices to reduce holding costs and minimize excess stock. Use inventory management software. Leverage technology to keep track of inventory levels and make data-driven decisions. Negotiate with suppliers. Arrange for smaller, more frequent shipments to keep inventory levels low and responsive to demand changes. 6. Invest in Marketing and Branding Cutting back on marketing may seem logical during tough times, but it’s important to stay visible: Utilize cost-effective marketing channels. Focus on digital marketing channels such as social media, email marketing, and content marketing to reach customers cost-effectively. Enhance your brand. Strengthen your brand’s presence and reputation to stand out from competitors. Measure results. Track the effectiveness of your marketing efforts and adjust strategies as needed. 7. Seek Financial Assistance Explore available financial assistance to maintain liquidity: Government grants and loans. Look for government programs offering grants or low-interest loans to small businesses. Line of credit. Establish a line of credit with your bank to provide a financial cushion in times of need. Crowdfunding. Consider crowdfunding platforms to raise capital from a broader community of supporters. And here’s a bonus tip: adapt and innovate. Keep in mind that flexibility and innovation can help small businesses stay relevant by embracing technology. You can implement new technologies to improve efficiency and customer experience. Also, be open to adjusting your business model to meet changing market demands and consumer behavior. What’s more, stay Informed. Keep abreast of industry trends and economic forecasts to make informed decisions. By implementing these strategies, small businesses can better navigate lean economic times, avoid going out of business, and position themselves for future growth. Remember, resilience and adaptability are key to weathering economic storms and coming out stronger on the other

Entrepreneurs Beware! Upselling will Undermine Your Business, So Do This Instead

Entrepreneurs Beware! Upselling will Undermine Your Business, So Do This Instead

Why Upselling Hurts Businesses

7 Compelling Reasons to Upserve Instead of Upsell

Want to Accomplish More?

Like this article?

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The Two Key People that Can Tell You if a New Hire will Work Out

Business Owners Thinking about Switching to a 4-Day Workweek Here’s What You Really Need to Know

Could Your Business Survive Morristown-Like Conditions?

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