The so-called “ethics” of upselling…

Recently I answered the following question on Quora:

“Is any form of upselling ethical? I just finished a workshop at my job (local ice cream shop) that was supposed to be about customer service, but was more centered around upselling. I understand that upselling is literally practiced everywhere and it is sometimes beneficial to the customer, but is it ultimately ethical?”

The other night I went to a restaurant with my fiance.

The waiter came over, and we ordered wine.

The wine came out, and then the waiter came back. He asked what we’d like to eat.

WHAT A SCAM! I screamed in his face and stormed out of the restaurant without paying.

How DARE someone try to sell me a thing after I bought a different thing?!? How unethical!

Wait, no, actually we just ordered our meals.

Because there’s nothing wrong with upselling.

I would have been upset if he didn’t offer to sell us some food.

And if we just wanted wine, I could have said no. He offered us dessert after the meal, which we both declined. No big deal.

It sounds stupid in this context, but is it any different in other businesses?

Nope.

Properly done, an upsell is highly beneficial to both the customer and the business.

Let’s say you’re interested in a product from my company. I give you more information, you decide it’s right for you, and you buy.

How is it a problem if I then say to you,

“Hey, glad you bought this thing. I’m sure it will solve the problem you’re having with X. But a lot of people who have problem X also have problem Y. If this is you, I’ve also got a thing that solves that”

You’re buying a product or service to solve a problem. Maybe you have other problems the same seller could help you solve.

Or maybe not.

You can always tell the waiter you don’t want any dessert.

This post originally appeared on my personal blog, www.marktoole.com