You already know the importance of quality service and meeting your clients’ needs. But what if you could exceed expectations and grow revenue, too?
Enter upselling, an approach that goes beyond traditional sales techniques. It’s not just getting clients to spend more—it’s educating them on services they may not know they need.
In this article—with guidance from home services pros Adam Sylvester, Owner of Charlottesville Gutter Pros, and Christine Hodge, CEO of Clearview Washing—we’ll share their tried and true upselling strategies to help you boost your bottom line.
From adopting the right mindset to handling client inquiries with finesse, you’ll get practical tips to upsell with confidence.
Try these upselling tips and best practices to increase revenue:
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Adopt the upselling mindset
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Quote all potential services from the start
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Handle client inquiries with an upselling approach
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Boost revenue with initial strategy tips
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Determine the criteria for in-person vs. remote estimates
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Differentiate between upselling and cross selling
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Manage how your team handles upsell conversations
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Choose easy, profitable upsells
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Offer additional services without being aggressive
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Bonus: Listen and learn
1. Adopt the upselling mindset
Shifting from an aggressive sales strategy to an educational approach requires you to change your mindset. Successful upselling is seeing it as a value-added service rather than a hard sell. This not only benefits your business but also enhances the client’s experience by offering services they may not have even known they needed.
In traditional sales, the focus is on closing the deal quickly. Sometimes at the expense of genuinely understanding the client’s needs.
However, adopting an upselling mindset means training your team to see every client interaction as an opportunity to educate. Not just to sell. This shift should become part of your company culture.
Not all clients will be aware of the range of services you offer. For example, a client calls you to clean their gutters, but they don’t know you also offer roof cleaning. By educating them about this additional service, Christine says that you’re not just trying to sell more—you’re providing them with another helpful solution.
This approach helps build trust. It positions your business as a helpful partner, rather than just a service provider.
2. Quote all potential services from the start
Providing quotes that include potential additional services right from the start can be a game-changer. Your clients will be fully aware of the range of services you offer, and this opens the door to increased revenue opportunities by upselling services they haven’t considered.
One of the key benefits of quoting all potential services is that it educates clients about what you can do for them beyond their immediate request.
Christine offers an example of upselling: A client might call you to wash their windows, but they might not realize that their driveway or roof could also use a cleaning. By offering a detailed quote that includes these additional services, you’re bringing these opportunities to their attention.
This isn’t about being pushy—it’s about ensuring the client is informed and aware of all the options available.
They will never approve it if you don’t give them the option. There’s a reason that servers at restaurants ask you, ‘Would you like dessert tonight?’ Eight out of 10 people say no, and two say yes. And they got those two sales.
To communicate the value of these additional services, be clear and transparent. When you present the quote, explain why you’re including these extra services. Let them know you’re doing this to ensure they have a complete picture of what their home needs.
For example, you might say, “I noticed your roof looks like it hasn’t been cleaned in a while. We included a quote for roof cleaning because it could prevent potential damage in the future.”
By framing the additional services as preventative or value-enhancing, you’re helping clients see the long-term benefits of investing in those services now.
3. Handle client inquiries with an upselling approach
When a client reaches out with an inquiry, it’s a prime upsell opportunity. But it requires a thoughtful, strategic approach. The goal is to respond to their initial request while introducing additional services that can enhance the value of what they’re getting.
Instead of simply processing their request, approach every interaction as a chance to educate and offer more value.
By opening the door for the client to think about other needs, you subtly encourage them to consider additional services that could improve their overall experience.
If somebody calls for a window wash, anyone who takes the call says, ‘Are there any other services or problem areas you’d like us to look at?’ And we make sure that we list the service they’re interested in and any other areas they’d like us to look at.
Create a process for your sales team to follow during client interactions. Require your team to quote not only the services requested, but also relevant upsell services.
This ensures that clients are always presented with a comprehensive range of options, even if they weren’t initially considering them.
You can also encourage your team to be inquisitive. For instance, if a client is preparing for a large party at their home, there might be an opportunity to upsell services like patio cleaning or landscaping touch-ups. The key is to listen carefully to what the client is saying and use that information to suggest services that add value.
READ MORE: Learn how to use good, better, best pricing to upsell your services.
4. Boost revenue with initial strategy tips
Implementing an effective upselling strategy can boost your revenue, but it requires planning and good execution.
Start small
When introducing upsells, begin with low-cost, high-value services that are easy for clients to say “yes” to.
For instance, if a client requests a standard service like window washing, consider offering a minor add-on like cleaning their front walkway for $99 or sanitizing their trash bins for $49. These are small upsells that don’t feel overwhelming to the client but can add up to substantial revenue over time.
Offer bundles
Create bundled service packages that combine the client’s requested service with additional offerings at a discounted rate.
Example of upselling bundles: A client schedules a window washing. You could offer a bundle that includes window washing, gutter cleaning, and driveway power washing at a combined, discounted price. This could be more attractive than buying each service separately.
Gradually increase your offers
As you build trust with the client, Christine suggests that’s when you should begin to introduce more substantial upsells. For example, after a minimal upsell offer like trash bin cleaning, you could later suggest a slightly more expensive service, such as driveway sealing or patio cleaning.
By gradually increasing the scale of your offers, you avoid overwhelming the client. It’s a natural progression that feels like a logical next step.
READ MORE: Key business metrics to plan for growth and success
5. Determine the criteria for in-person vs. remote estimates
When deciding whether to offer in-person or remote estimates, consider factors such as the size and complexity of the project and client preferences.
In-person estimates
If the project requires a detailed visual inspection that just can’t be done remotely, then offer an in-person estimate. This is common for projects like plumbing work where a physical inspection is important.
Larger or more complex projects often benefit from an in-person estimate. For example, homes over 3,000 square feet or might necessitate a personal visit to accurately assess the needs. Same goes for a project that involves multiple services.
Luxury clients may expect a more personalized approach. An in-person estimate can enhance the customer experience by building rapport, which can help build trust and show you’re committed.
Remote estimates
Remote estimates can serve as a first step to gauge if the client is interested. This saves time for both parties.
For small or standard projects, a remote estimate can be efficient. Christine recommends and personally uses tools like Google Earth, Zillow, and video calls to help assess the property.
Some clients may prefer the convenience of a remote estimate, especially if they have busy schedules.
6. Differentiate between upselling and cross selling
Both upselling and cross selling are valuable. But they serve different purposes.
Upselling involves encouraging customers to buy a more expensive or premium version of the service they initially came to you for. Your focus is enhancing the original purchase with upgrades that provide additional value.
Christine offers an upselling example: A client requests an exterior window washing service. An upsell is convincing them to opt for both interior and exterior window cleaning.
Cross selling involves offering complementary services that accompany the initial service the customer requested. You provide a more comprehensive service package by adding related services the client may not have considered.
For example, if you’re hired for roof cleaning, a cross-sell is suggesting gutter cleaning. It complements the roof service by ensuring proper water flow.
By offering additional or upgraded services, you can increase the average transaction value. And thereby boost revenue. Upselling and cross selling can turn a single service call into a more profitable endeavor by adding value to the client’s experience.
7. Manage how your team handles upsell conversations
Training your technicians and sales members to handle upsell conversations helps you maximize revenue opportunities.
Encourage your team to engage clients in casual, informative conversations rather than formal pitches. This helps build rapport and makes clients more receptive to suggestions.
Use “bracketing” to provide ballpark numbers during initial discussions. For example, if a client asks about the cost of a service, offer a rough estimate like “around $300 to $400” instead of pausing the conversation to calculate an exact price. Adam says that, from experience, this keeps the conversation going without making it solely about price.
While technicians shouldn’t be responsible for final pricing, they should be able to identify be able to identify an upselling opportunity during their visits. Train them to make recommendations based on what they observe. For instance, if the technician notices a loose downspout while cleaning gutters, they should mention repairing it to the client.
Develop a system where technicians can pass potential upsell opportunities to the sales department for follow-up. This ensures that pricing and scheduling are consistent.
Your sales team should be aware of any recommendations made by technicians so they can reinforce these suggestions when discussing services with clients.
READ MORE: Use these techniques to close a sale
8. Choose easy, profitable upsells
Choose upsells that require minimal effort from your team and are easy for customers to understand. This could involve services that naturally complement the primary service being offered.
An upsell should provide clear additional value to the potential customer. It should enhance the experience.
Focus on upsells that have a high-profit margin. These should be services that have a low cost to deliver but can be priced attractively to increase revenue.
Write down every possible thing you could upsell, just free flow. Don’t say, ‘Oh, that’s a bad one.’ Write them all down and then talk to your team and decide, what are we really going to tackle here? What are the most profitable ones?
Also consider upsells that customers might need on a recurring basis. This can lead to ongoing revenue streams for your business.
Example upsells that can have a long-term revenue impact:
- Offer tiered service levels, such as basic, deluxe, and premium packages. For example, a basic lawn care service could be upsold to include fertilization and pest control as part of a premium package.
- Suggest regular maintenance services that complement the initial service. For example, after a roof cleaning, offer an annual maintenance package that includes gutter cleaning and inspection.
- Introduce small, easy-to-add services that aren’t intimidating and enhance the main service. When performing a soft wash on a house, Christine says you could offer to clean the exterior light fixtures for a small additional fee.
READ MORE: Simple ways to increase revenue from existing customers
9. Offer additional services without being aggressive
Presenting upsell options in a natural, non-aggressive manner is key to growing your business and maintaining good client relationships.
Frame your upsell conversations as an opportunity to educate clients. Adam says when you inform them about the benefits and options available, you empower them to make informed decisions. For example, mention that you offer seasonal services like Christmas light installations, which clients may not know about.
Avoid high-pressure selling tactics by using soft language. Suggest rather than insist. Try using phrases like “Many of our clients find this service beneficial” or “You might consider adding this for better results.”
Present multiple service levels or packages and let the client choose based on their preferences and budget. This is respectful and can make them feel more comfortable.
Leverage technology to get you the sale by presenting subtle upsell options. For example, along with your estimates, include a video that highlights additional services. This allows clients to review the information at their own pace without feeling pressured.
I don’t like salesy, so we don’t take that approach at all. And we let our technology do the sale for us. We are just doing the educating part. We are going to upsell and cross-sell through our quote.
Learn more from the home service pros
Looking to dive deeper and see these upselling tips in action? Tune into this episode of Masters of Home Service with Christine Hodge and Adam Sylvester.