cbs.tc Do your clients have additional needs you could be helping with?
I had lunch with a client this week and the food, company, service and setting were all perfect – except for one small hitch.
We finished our meals, our dishes were cleared, and the waiter efficiently and quickly brought the bill. But what about the dessert tray, I thought quietly to myself?
I love the traditions and tastes of dessert. A meal is not finished without dessert. I welcome dessert and I order it often.
It got me thinking about those of us in the B2B world. We work hard to attract clients. We work hard to do a good job for them. But how often do we forget the dessert tray?
Sometimes we get so focused on finishing a project and presenting the invoice that we forget to offer dessert:
- Your taxes are filed. Would you like us to analyze your cash flow, income statement and payroll to look for savings and opportunities for improvement?
- The buy/sell agreement for your business is signed. Would you like us to review and update your estate plan?
- Your website is launched. Can we help you create an email campaign or send out a press release promoting it?
Now some might call this up-selling, but this is not up-selling if the client has a real issue that needs to be addressed. You’re watching out for their best interests. You’re helping them get the most from your products and services. You’re anticipating needs and showing that you care.
Don’t think of it as up-selling. Think of it as up-serving.
Ask questions and suggest additional solutions. If they have a need, they’ll buy them. If they don’t have a need, they’ll decline, but they’ll appreciate the offer and the thought.
Have a great week.
Photo courtesy of photopin flickr.com/photos/mhaitha.
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