For many nail techs, upselling more expensive or additional services can be a challenge for those who don’t like to sell. And although it can be stressful, upselling is a huge part of your bottom line. If you don’t like to or don’t know how to suggest specialized services that your clients may need or maybe not even know about, then you could be doing yourself a financial disservice.
Selling upgraded services and add-ons is not as much of a sell as it is a helpful, informative suggestion for your clients. You should always be selling or suggesting value-added services at every stage in the process – especially if you are an entrepreneur.
Here’s what you should focus on at each stage of the service process.
Before a service- educate. Before you begin a nail service, you should assess the client’s needs in order to determine if they require an upgraded service and this can only happen by talking to them. For example, a client who walks in or calls and asks for a regular manicure might benefit more from a gel manicure. It’s your job to ask questions and inform them about the best options, which just might happen to be an upgraded service. A client who is planning a weeklong vacay is more apt to agree to a gel manicure because she doesn’t have to deal with the peeling and chipping often associated with a basic manicure. Articulate the value in the upgraded service and suggest it as an alternative.
During the service- inform. When you are working on a client is another great time to suggest upgraded services. During this period, you are one-on-one with the client and it is your job to educate them about their nails and discuss what can benefit them. Point out imperfections and offer solutions. If, for example, a client has hard callouses, suggest a more intensive callous treatment or an upgraded pedicure that includes a callous treatment. This is also the best time to sell a series of services to work on problem areas over time. The key here is that you educate the client and tell them how to resolve their nail issues via the services that you offer. Always bring it back to what you can do to help.
After the service- recap. After the service is an important time to upsell too. Not only can you upsell services for the next visit, but you can also add on to the current bill by selling retail products like cuticle oil, foot treatments, and hand and foot creams. Furthermore, this is the time to rebook for the next service. Recommend upgraded services first and then restate the benefits that you discussed with them earlier. Never start with the basic services; always sell or suggest the upgraded services first.
If the thought of selling or upselling terrifies you, then think of it as a suggestion. Your client is your friend and you want the best for them, right? Of course you do, so advise them on the best possible services in order to get the outcome you know they’ll appreciate.
Photo: ALPA PROD
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Tiffani Douglas is an author, speaker, beauty-marketing consultant and licensed nail technician with over 20 years experience in the beauty industry.
A graduate of the University of Kentucky, Tiffani worked her way through college as a manicurist to obtain a Bachelor of Arts degree in Journalism, with a concentration in strategic marketing. After college, she went on to work in corporate America as a marketing and media maven, but ever passionate about the beauty industry, she founded her own mobile spa.
During that time she also began consulting other beauty professionals in the areas of marketing and branding, which sparked an idea to write two e-books, Social Media Marketing: A Guide for Beauty Professionals and Are You a True Beauty Professional– 7 Practical Steps to Being More Professional, Upgrading Your Business and Increasing Your Revenue. She recently released her first published book, Straight Outta Beauty School - 10 Things You Need to Know and Do After You Graduate.
Tiffani resides in Dallas, Texas where she continues to inspire beauty pros young and old by offering them the tools they need to grow personally and professionally.
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