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Everyone knows the classic line, “Would you like to make it large?”
That’s upselling in action. And when your barista nudges you to grab a pastry alongside your flat white? That’s cross-selling.
But here’s the thing — upselling and cross-selling aren’t just for fast food restaurants and coffee shops.
For a med spa business or aesthetic practice, they’re powerful (and surprisingly natural) ways to boost revenue and improve the client experience.
If done right, these techniques shouldn’t be pushy and make both clients and team members uncomfortable.
In fact, upselling and cross-selling should help your clients get value for money, as well as optimal results that will help them reach their aesthetic goals.
The best part? You don’t have to be a salesperson to make it work. You just need a strategy — and that’s exactly what we’ll cover in this guide.
Why upselling and cross-selling matter for med spas
Ever had a client really excited about their results and saying, “I wish I ‘d known about this sooner!”?
That’s exactly why upselling and cross-selling aren’t just about the bottom line — they’re about giving clients the best possible experience. Plus, clients don’t always know exactly what treatments they want – they want outcomes, right?
- To look younger and fresher
- To enhance their natural features
- To boost self-confidence
Upselling and crossing can educate clients about available treatments and products that will help them look and feel their best.
Here’s how they help:
Happier clients = loyal clients: A client comes in for Botox, and you recommend a serum that smooths the skin and speeds their recovery.
Someone books a laser treatment, and you suggest the perfect post-care skincare regimen. When they see results from these add-ons, they’ll be coming back to your medical spa (and telling their friends).
More revenue, less effort: Getting new clients is expensive. The good old Harvard study still holds true today: Acquiring a new customer is five to 25 times more costly than retaining an existing one.
Upselling and cross-selling help you increase revenue from the clients you already have without spending a dime on marketing. Plus, you boost your per-visit spend and customer lifetime value.
Personalized client journey: Thoughtful upselling and cross-selling show that you get the needs of the patient and want to deliver the best results.
Instead of a one-size-fits-all approach, creating a more customized treatment plan, by adding recommended products or services, takes their experience to the next level. Personalization is the name of the game.
7 strategies for effective cross-selling and upselling
The key is to recommend add-ons that are best for your clients in a way that feels natural and provides genuine value, rather than a cold sales pitch.
Here are seven smart strategies to get you started.
1. Provide personalized recommendations
Before you can make any recommendations, you must know what a client needs.
The best way to do that is through having a really thorough consultation process. Focus on what they’re saying, ask follow-up questions, and actively listen.
Use consultation dictation tools to record details clients mention so you really understand their goals and expectations. (You can even use AI tools with this!) That way, you can suggest specific treatment options or products.
Actively listening to tailor recommendations helps you build trust and makes your clients feel valued. So when it’s time to upsell or cross-sell them something, they’d be glad to accept because they know you have their best interest at heart.
75% of beauty and skincare shoppers would pay more for a personalized online shopping experience.
2. Offer client savings opportunities
Nobody can pass on a good deal — that includes aesthetic treatments.
While discounting your offerings on sites like Groupon might not be the best approach, you can offer other savings opportunities.
Providing a package deal or offering discounts on complementary services encourages clients to explore more of your med spa’s services. Clearly display how much money they’d be saving if they’d book a package.
Image credits: Dr Leah Skin Clinic
It’s a win-win — your med spa clients save money while getting better outcomes, while your med spa sales get a little boost.
For example, offer a package of four injectable sessions at a discounted rate, making it more affordable than booking each session individually.
You can also use promotional codes in email marketing, for example. Offer 20% off chemical peels when someone books a HydraFacial. Small incentives like these make it easier for clients to say yes without feeling they’re being upsold.
3. Use a tool with upselling and cross-selling functionalities
How many times have you thought about a product you’d like to recommend to a client, but it slipped your mind by the time they checked out?
Even the best upselling opportunities can get lost between the treatment room and front desk if they rely purely on memory or guesswork.
A smart system keeps all client details organized and easily accessible in one place. With this information at their fingertips, your team can confidently recommend the right product or service.
For example, Pabau makes upselling and cross-selling a breeze with features like a built-in package upsell feature in online booking and targeted email campaigns that allow you to create laser-specific target audiences.
4. Bundle services
The more clients feel like they’re getting a good bargain for their money, the more likely they’ll go for them. Bundled services do exactly that.
Offering discounted bundles of complementary treatments encourages clients to explore more of your services, enhancing their results while boosting their spend per visit.
It’s a win-win: clients enjoy a more comprehensive experience, and you boost revenue.
Create bundles that make sense together and offer a clear benefit. For example, package a microneedling treatment with PRP (Platelet-Rich Plasma) as the perfect rejuvenating bundle. Again, it’s about selling outcomes.
5. Train your team
As your team is on the front line interacting with clients, they’re your secret weapon for effective upselling and cross-selling.
But here’s the catch: if they don’t know how to do it naturally, it can come off as pushy. That’s why training is crucial — not just on what to sell, but how to sell it.
Make sure your staff fully understands all of the services you provide, including how different treatments complement each other. This helps them be more confident in making tailored recommendations that will benefit the client.
You can also systemize this through a structured commission program, where your team can earn commission for recommending services, products, and more. With skin in the game, they’re much more likely to follow through.
Lastly, make sure everyone knows how to use your med spa system for upselling and cross-selling opportunities.
6. Utilize various touchpoints for upselling and cross-selling
Opportunities for upselling and cross-selling don’t just happen at the checkout — they’re sprinkled throughout the entire client journey.
Here are some strategic touchpoints you could use:
- During the booking process: Prompt clients to upgrade to premium services or suggest packages that provide savings and are too good to say no to.
- At check-in: Mention upgrades or complementary add-ons to already booked services. A simple “Would you like to add an LED light therapy treatment after your facial today?” can spark interest.
- In the treatment room: This is the perfect place for practitioners to listen for cues and note client interests or concerns, and then recommend follow-up treatments or products.
- At check-out: Remind clients of treatments or products discussed during the session, or suggest scheduling their next visit to maintain their results. Your front of house team can also make recommendations for you.
- Targeted email campaigns: Leverage personalized email campaigns to follow up on past visits or recommend complementary treatments.
7. Implement a loyalty program
Everyone loves being rewarded, especially loyal clients who keep coming back. Therefore, a loyalty program should be an integral part of your med spa marketing — it works wonders for both retention and revenue.
Apart from encouraging repeat visits, loyalty programs can be useful to encourage clients to explore more of your services.
For example:
- Give loyalty members early access to new treatments or exclusive discounts on premium services.
- Encourage clients to try add-ons by offering bonus points.
- Implement a tiered system where clients unlock better perks as they spend more.
Common upselling mistakes to avoid
Upselling and cross-selling can be game-changers for your med spa, but they can also backfire if not approached thoughtfully.
The key is finding a balance between suggesting upgrades and respecting your clients’ boundaries. Here are common pitfalls to watch out for:
- Offering too many options: Bombarding clients with too many choices can lead to decision fatigue. Keep it simple by suggesting one or two highly relevant add-ons.
- Sounding too pushy: If clients feel pressured, they’re likely to be resistant. Focus on educating rather than hard-selling.
- Ignoring client needs: Recommendations that don’t align with a client’s goals or concerns come off as insincere and profit-driven.
- Upselling at the wrong time: Timing is everything. Don’t interrupt a relaxing treatment or rush the conversation. Pick moments when clients are most receptive, like during booking or checkout.
Support your upselling efforts with Pabau
If you get it right, upselling and cross-selling can be a smart way to enhance the client experience and boost profitability at your med spa.
However, it takes experience and practice to listen actively and know when to recommend an add-on. Don’t be afraid to suggest additional treatments and services if they’d truly help your clients — they trust you and your expert advice.
But rather than doing it on guesswork or memory, get a system to help you out. Pabau is an all-in-one practice management software, and it has a number of upselling features woven into the client journey:
- Packages and bundles that increase client spend and increase retention 🎁
- An online booking portal that suggests package upsells when a client books an individual treatment, encouraging them to spend more 📅
- A built-in commission tool that can help you motivate your staff, with commission offered on services, products, gift cards, and packages 💰
- Laser-targeted email campaigns that allow you to segment based on specific client behavior 🎯
Become a pro in upselling and cross-selling with the right partner by your side. Book a demo today!
