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. Want to Accomplish More? Do you want your company to grow faster and earn more while you spend more time with your family doing all the things you started your business to do? We can make that dream a reality. Give us 30 minutes and we will show you how to get your life back. Skeptical? Good! Put us to the test. You can call us for your free appointment at (602) 541-1760, or, if you prefer,

Entrepreneurs often prefer to turn over their business to their children. (Of course, that’s not always the case, as Bill Gates so amply demonstrates.) But, if you’re planning on passing your business over to one or more of your children, you obviously need to teach them about said business. However, too many owners obsess over the nuts and bolts but fail to teach their children the most important lessons. Money isn’t Everything Everyone’s heard the cliche “money isn’t everything.” It isn’t. It’s understandable and essential to teach your children about money, particularly about the business’ operations and finances, including revenue and expenses. If your children will run the business one day, there’s no question it’s imperative to teach them about the minutiae of debt, equipment, materials, labor, insurance, payroll, and everything related to money coming in and going out. By becoming an entrepreneur — whether it is simply putting up a neighborhood lemonade stand, launching a landscaping business or developing a new app — kids can learn about budgeting, saving, spending and investing. It also helps children develop perseverance by learning from their failures, and it begins to introduce critical thinking. —CNBC.com Although this is necessary, it’s also just as important to teach your children how to run the business via your professional relationships. That means, how you lead, interact with employees and vendors alike, and with your peers, even your competition. It’s these lessons you shouldn’t overlook because it is critical your children understand how you handle your professional relationships. 3 Important Lessons to Teach Children about Business When you bring your children to your place of business, they’ll experience how you run it. More particularly, they’ll gain a perspective, form opinions, and draw conclusions from how you interact with the people you work with. And, this is where you’ll be exposed to a mirror of sorts, because you’ll see your way of running the business through the eyes of your children. So, here are three important lessons to teach your kids about business: Everyone deserves respect. Teach your kids by example how you treat employees with the respect they deserve. After all, this is how morale is built and people feel like they’re part of a genuine team. That’s a powerful and positive environment and one you would like to continue when your kids take over someday. No one is above everyone else. Similarly, teach your children that everyone is important. If someone isn’t important, there’s no reason for him or her to be present in the first place. Yes, teach them about hierarchy, but again, be sure to make them understand that every person plays a critical role and the skill set each individual brings is a valuable one to the health of the company. Competition is healthy and constructive. Additionally, you should demonstrate just how healthy and constructive competition is in a free market economy. For instance, teach your kids that competition fosters innovation and incentivizes businesses to pay employees commensurate with their experience, skill, and productivity. What other lessons would you say are most important to teach young entrepreneurs? Please share your thoughts and experiences because your perspective could help someone out! Interested in learning more about business? Then just visit Waters Business Consulting Group.