The importance of Up-selling and Extra-caring in Business

In 2009, while receiving training on a new job I got, the South African consultant made mention of "upselling" and I was hearing the word for the first time.

She said beyond what customers request for, we must be eager to tell customers about other products of the organization that they may not be aware of, but may like to experience. 

Sometime ago, I visited a shop to buy some provisions and the way the young lady there was talking about some other products they had, I actually felt like buying the entire shop.

Beyond good customer service, I believe it takes both passion for that business and an ownership mentality of the business for you to upsell and inspire customers to want to buy more than they originally planned to. 

Extra-caring is also related to this and it is something I have admired in some businesses in recent times. I once bought a gadget from a computer shop in Sapele, and later that evening, the owner of the shop who I just met, actually called me to confirm how the gadget was functioning. I was blown away.

The current place I fix my car in Benin City is another place I experience extra-caring. Apart from their moderate and reasonable prices, the technicians usually go out of their way to confirm how my car is functioning and give me advices that will enhance the use of my car.

   

I have decided to highlight these two things right now, because many times what we find in some organizations is the exact opposite of these two virtues. I recently visited a bank in Benin City and from my experience there I coined out this phrase below:  

Maybe I will talk about that experience some other time.

In conclusion, I would like to say that added to your having good products and services, upselling and extra-caring are two vital things that will make your customers endeared to you and your organization.