The spring season heralds the call for a remodel by homeowners, whether they’re looking to sell their home or make functional upgrades. You’re looking to help the client make a good investment while upselling your services.However, upselling can come off badly to the client when conducted improperly. The moment you mention the price tag, the client goes into sticker shock and it’s hard to bring them back. What do you do? Focus on upsell strategies that will increase your customer retention and make the homeowner happy in the long term.

1. Redefine Upselling
Many businesses think of upselling in the wrong way, focusing on selling the most expensive product and making that the goal. It’s no wonder the client thinks you’re up to something.

When you’re upselling, you are offering the client an improved product or service combination for their specific needs. You must address those needs on a detailed level. If you were buying a TV and the clerk offered you a better model with a longer warranty, you’d be interested in that upgraded option, wouldn’t you?

Don’t try to talk the client out of their choice once they’ve decided, but offer a related service or product that will improve the overall remodel goal. Speak to the client’s needs and the remodel goal at hand. Help the homeowner see the bigger picture.

2. Listen for Unrecognized Needs
The relationship between need and demand is undeniable. Actively listen to what the client is saying, but keep your eyes peeled for unrecognized needs, too. Listen to what the customer says about past remodeling experiences, and during a walk-through of the premises, take a closer look.

How many times does a homeowner call because of an equipment failure or incorrect installation, whether that was done by another professional or DIY? Use your knowledge to your advantage and educate the client. Don’t lecture, but show them that your number one focus is to solve the problem beyond the surface. Show the client you have their best interest in mind, earnestly.

3. Focus the Client on Quality
Your client may be blinded by their budget and the effects of sticker shock. Focus them toward durable and quality products, such as solid brass hardware. This will save them more time and money in the long run. You could boost the power of this upsell with a fact. Say the client is remodeling the kitchen: Emphasize that a new kitchen contributes 80% to 90% the price value of the home. It will cost more upfront, but over time it will save the homeowner money.

4. Don’t Forget Existing Clients
Your old clients are valuable: Did you know you’re more likely to upsell to an existing customer than a new prospect? A new client is only 5% to 20% likely to buy into a new product or service, but the probability of selling to a repeat customer is 60% to 70%.

It’s true that you need to keep an influx of new customers coming in, but the longevity of your business lies in your loyal customers. Cultivate that loyalty. Reward your existing client base with service deals, because your customers are more likely to invest in the services of a company they’ve worked with before and trust.

Develop a system of check-ins and start with open-ended questions. Show your interest in your client’s needs and the genuine business relationship, without a focus on sales tactics. Customers appreciate authenticity and transparency.

Your first job is to focus on client needs on a detailed level, showing up for them and proving your solid reputation as the remodeling company to trust. Homeowners have many fears to navigate: if you’ll get the job done how they want, if the job will be conducted in a timely fashion, and if the price is fair. Address those needs and fears.

Focus less on your sales pitch and more on the client—redefine upselling. Ask questions. Look for unrecognized needs. Actively listen. Work with each customer to understand the relationship between cost and value, especially by investing in quality products and services that will save money in the long run. Focus on the homeowner’s specific set of circumstances and tailor your response accordingly. Your sales will level up and you’ll build a loyal clientele.