The Proofreader’s Corner: Offering Additional Services to Existing Clients — Up-/Cross-Selling (Part II)

by Louise Harnby

In this two-part essay, I consider how offering relevant additional services to existing clients can increase the editorial freelancer’s income-per-client in a framework of high-quality customer care.

In Part I, I defined up-selling and cross-selling, discussed why these strategies are key to an effective marketing strategy, and tackled freelancer fears of appearing sleazy when offering add-on services that haven’t been directly requested.

Part II considers how the editorial freelancer might create relevant up-/cross-selling bundles that are “wins” for both parties. I also offer a short case study on how I up-sold my proofreading service to an existing client — a bundle that was affordable and valuable to him, and profitable for me.

Making sure everyone wins…

Up-/cross-selling needs to make both parties feel like they’re winners.

• The editorial freelancer’s win: When considering, and costing, your up-/cross-selling bundles, consider the economies of scale you can bring to a project when you carry out different but related tasks, and how those might save you billable time. For example, if you offer a pre- and post-design proofreading bundle, the second pass will not take as long as it would have done if you had not worked on the raw text beforehand – possibly thousands of punctuation, spelling, grammar, and layout errors have already been attended to; you’ll already have built your style sheet; and you’ll be familiar with the content of the book, the author’s style of writing, and the way in which the book is structured. This means your bundle can be priced such that it is cheaper than if you had been commissioned to carry out both passes as independent projects.
•  The client’s win: Even if budget is an issue for your client, this strategy could still be effective if the client feels they are going to gain from the proposition. In order to make a client feel that they are gaining something, the editorial service you up-/cross-sell must be relevant. This requires you to understand what the client wants. Since you already have your client’s attention (precisely because they are an existing client), you’re in the perfect position to have the conversation; then, from the information they share with you, you can assess how you might be able to offer additional solutions to their problems.

Everyone loves a deal. If you’re asking your client to spend more with you, they may be more likely to agree if there is an incentive or reward. This doesn’t have to be monetary, but that is one obvious option.

When the editorial freelancer finds a way to present an up-/cross-sell in a way that combines both relevance and a deal, the chance of acceptance increases (see “Selling more to existing customers,” The Marketing Donut).

Case study

I’ve been working with a fabulous fiction self-publisher in the past year. He initially asked me to proofread in Word with Track Changes switched on. During an email conversation about his plans for publication, he told me that in addition to publishing his book on Kindle Direct Publishing, he also planned to produce a print version. As a gesture of customer care, I offered (free of charge) to help him source a professional typesetter; he thanked me for the offer but told me that he was confident in his design skills (acquired during his previous career) and would therefore be doing his own print layout. He also mentioned that he was glad of his skills because budget was an issue. Our conversation made me wonder whether there was a possibility of up-selling him an additional proofreading service that would be affordable for, and beneficial to, him ­— a service that was genuinely relevant, too, given that he’d commissioned only one pass of editorial assistance (proofreading) prior to the print formatting stage.

I offered him two solutions:

• Option 1: This option comprised several hours’ work on the prepublication typeset PDF, and was priced at a little over £100. I’d dedicate those hours to checking running heads, chapter drops, page numbering, facing recto and verso page balance, bad end-of-line word beaks, and consistency of layout regarding the different text elements; cross-checking the contents list and page numbers with the chapter pages; carrying out a spelling-error and -consistency check; and I’d run a macro to identify any potential confusables (see, for example, Louise Harnby, “Using proofreading macros: Highlighting confusables with CompareWordList,” Proofreader’s Parlour, 2016).
• Option 2: This involved all the work from Option 1, but also included a full proofread. The price was 40 percent cheaper than the first-pass proofread, but 2.8 times more expensive than Option 1.

My client went for Option 2. Price-wise, it was far enough away from the original pass to make him feel that he was getting a great discount; value-wise it was much better than Option 1 because he was getting another full proofread to complement the first pass, plus all the layout checks.

Did I lose out financially? Not at all. My hourly rate for the second-pass proofread was a few pounds lower than that of the first pass, but it still met my required and desired rate. The reasons are as follows:

• Physically, I was able to work through the designed book at a faster speed because I wasn’t having to make thousands of changes in the file. I’d already done all the hard work on that front.
• I’d created a style sheet during the first round of proofreading. In the second round, because all the build work was complete, it served simply as a useful reference tool for me. No creation work was required. This saved me more time.
• Finally, during the second pass, I wasn’t distracted by the engaging story line — I knew what was going to happen, so I was able to focus on ensuring that any final spelling, punctuation, grammar, and layout issues were attended to.

All of that saved time enabled me to save my client money while still earning a comfortable and profitable hourly rate for myself. That made both of us happy. We’ve agreed that this will be our standard workflow for future books in the series — that’s important because it’s a demonstration of how the initial up-sell to an existing client can have long-term benefits for both parties.

Summing up

Ask yourself whether you’re taking advantage of opportunities to offer your clients additional services that will be of relevance and benefit to them. Then work out how you can introduce incentives to make your up-/cross-selling bundles more economically attractive. Relevant value-adding services that are profitable for you and affordable to your client are a win for both of you.

Remember that securing additional work from existing clients is easier and cheaper than securing new work from potential clients. Existing clients have already made the leap from wondering whether they should work with you to actually hiring you.

When you offer additional services that you consider to be relevant and beneficial to your client, you are not being sleazy; rather, “[t]he fact that you’re telling them about other useful products or services shows that you understand their needs and care about their satisfaction” (“Selling more to existing customers,” The Marketing Donut). In other words, you are providing high-quality customer service. Good customer service is good business practice because it makes customers happy. And, as we all know, happy customers are far more likely to retain your services and recommend you to their friends and colleagues.

Louise Harnby is a professional proofreader and the curator of The Proofreader’s Parlour. Visit her business website at Louise Harnby | Proofreader, follow her on Twitter at @LouiseHarnby, or find her on LinkedIn. She is the author of Business Planning for Editorial Freelancers and Marketing Your Editing & Proofreading Business.

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The Proofreader’s Corner: Offering Additional Services to Existing Clients — Up-/Cross-Selling (Part I)

by Louise Harnby

In this two-part essay, I consider how offering relevant additional services to existing clients can increase the editorial freelancer’s income-per-client in a framework of high-quality customer care.

Part I defines up-selling and cross-selling, discusses the why these strategies are key to an effective marketing strategy, and tackles freelancer fears of appearing sleazy when offering add-on services that haven’t been directly requested.

In Part II, I consider how the editorial freelancer might create relevant up-/cross-selling bundles that are “wins” for both parties. I’ll also offer a short case study on how I up-sold my proofreading service to an existing client — a bundle that was affordable and valuable to him, and profitable for me.

What is up-/cross-selling?

In a recent thread in the Editors’ Association of Earth Facebook group (to join, visit the EAE group page), an experienced editor/publisher wisely raised the issue of up-/cross-selling to existing clients. Before we consider why this is such an important part of a marketing strategy, let’s clarify our terminology.

• Up-selling: this is a strategy for selling enhanced or add-on features to an existing service or product line. For example, you’re a specialist proofreader and have been hired to proofread the raw text in Word for a client. You accept the commission and you offer a post-design proofread on page proofs for an additional fee. This will act as a second pass on the text but will also include a range of layout checks (see Louise Harnby, “Not All Proofreading Is the Same: Part I — Working with Page Proofs,” Proofreader’s Parlour, 2014).
• Cross-selling: this is a strategy for selling different services or products, usually related to the one the client has already bought. For example, you run an editorial business that offers structural editing, copy-editing, proofreading, and formatting. You’ve been hired to copy-edit a manuscript for a self-publishing fiction author. You accept the commission, and you offer to design a professional print-ready layout of the text for an additional fee.

Why is up-/cross-selling important?

The reasons why up-/cross-selling is so important to your marketing strategy are threefold:

1. You help your client to feel happy — like you’ve scored them a win — and that happiness deepens the relationship between the two of you. Deeper relationships mean higher retention rates (Len Markidan, “How to Use Upselling to Increase Customer Happiness, Retention and Revenue,” GrooveHQ, 2014).
2. Selling to existing customers is easier. Todd Berkowitz argues that revenue increases of up to 20 percent are possible. “When study after study shows that it’s easier and cheaper to sell to existing customers than to try to acquire new ones, and loyal, happy customers are key to influencing prospects, provider marketers should be completely engaged in this effort” (“Why Companies Need to Market — and Not Just Sell — to Existing Customers,” Gartner, 2014). Markidan (cited above) concurs that it’s easier to market to existing clients, pointing out that it shouldn’t surprise us: “Wouldn’t we much rather buy from a company we already trust than one we’ve never done business with before?” If you still need convincing, here are some more interesting statistics: “The probability of selling to an existing customer is 60–70%. The probability of selling to a new prospect is 5–20%” (Colin Shaw, “15 Statistics That Should Change The Business World — But Haven’t,” citing Paul Farris’s Marketing Metrics).
3. An initial up-/cross-sell to an existing client in respect of a current project can knock on to future commissions. That means both parties receive the gains across multiple projects — improving the customer-care experience from the client’s point of view while increasing income-per-client and reducing marketing time from the editorial freelancer’s.

Why bother?

Some editorial business owners are reluctant to up-/cross-sell; they feel embarrassed about offering services that haven’t been directly requested by the client, and argue that, surely, the client already knows what he or she wants. I understand where this feeling comes from; Markidan sums up the problem succinctly: “For many of us, it might bring up images of sleazy salespeople trying to line their pockets by selling us extra stuff we don’t need” (“How to Use Upselling to Increase Customer Happiness, Retention and Revenue”).

It’s not necessarily that simple, however; consider the following scenarios:

• The client recognizes the problems, wants to find solutions, but is unaware of the extent to which you can help: Client A sourced you based on your copy-editing experience. They landed on your website and headed straight for the copy-editing tab to find out more about what you offer. However, later down the production line, they plan to source professional assistance with making their book Kindle-ready. You supply this service, but they don’t know this because they didn’t read that information on your website and they haven’t had a conversation with you about their publication plans. If you do have the conversation, it could provide an opportunity to offer a relevant cross-sell — one that the client already wants.
• The client is still mulling over the problems, but has yet to work out what solutions will be required, and therefore hasn’t considered the extent to which you can help: Client B sourced you based on your proofreading experience. You’re working in Word for them, but in the meantime they’re mulling over the fact that errors might be introduced at typesetting stage. You understand how to work with professionally published page proofs. They don’t know this because you haven’t had a conversation about their publication plans. If you do have the conversation, it could provide an opportunity to nudge the client towards a relevant up-sell (in the form of two proofreading passes) ­— one that demonstrates your expertise and understanding of the issues in question.
• The client doesn’t yet recognize all of the problems and so is unaware of the range of solutions you can offer: Client C sourced you based on your proofreading experience, though you copy-edit too. This is a first stab at self-publishing and there’s a steep learning curve. Unlike more experienced independent authors, they don’t understand the different levels of editing, nor how these might impact on the quality of the published book. They’ve asked you proofread the raw text in Word. Budget is less of an issue than knowledge. The quality of their book would be greatly enhanced if they considered commissioning a thorough copy-edit for the raw text, followed by a traditional post-design proofread. Having a conversation about this issue could provide an opportunity for a relevant cross-sell (the copy-edit) and a relevant up-sell (the post-design proofread).

The key to overcoming fears of behaving inappropriately is to communicate with the client — to show them that you are engaged with their publishing journey and keen to explore the challenges and possible solutions. Those conversations will enable you to learn what your clients want and need, and whether there is an opportunity to offer appropriate additional services.

In Part II, I consider how up-/cross-selling bundles benefit the existing client and the freelancer, and I offer a short case study on how I up-sold my proofreading service.

Louise Harnby is a professional proofreader and the curator of The Proofreader’s Parlour. Visit her business website at Louise Harnby | Proofreader, follow her on Twitter at @LouiseHarnby, or find her on LinkedIn. She is the author of Business Planning for Editorial Freelancers and Marketing Your Editing & Proofreading Business.