Challenge
Xica was looking to offer a great guest experience, but lacked the training and systems. What they got as a side effect of this was a sales boost and a system to engage guests without overwhelming them with traditional upselling techniques.
Solution
We implemented an advanced upsell system in their training designed to feel natural and enhance the guest experience. Here’s how we approached it:
1. Reimagining the Menu
We analyzed Xica’s menu to identify opportunities for organic upsells:
- Focus on Experience Enhancers: Instead of pushing extra items, we focused on upsells that elevated the overall dining experience, like pairing dishes with the perfect wine or upgrading to premium ingredients.
- Built-In Suggestions: Menu descriptions were updated to highlight these options, making it easier for staff to mention them naturally.
2. Upselling as Guidance, Not Sales
We trained Xica’a staff to position upsells as helpful advice rather than a sales pitch:
- Recommending the Best: Staff learned how to frame upsells as ways to improve the guest’s experience, such as: “This dish pairs perfectly with the Malbec—it’s a guest favorite.”
- Personalized Suggestions: They were taught to recommend based on guest preferences, building trust and connection.
3. Confidence Through Practice
We role-played common upselling scenarios to ensure the team felt comfortable and authentic:
- Servers practiced language that felt approachable and avoided creating “sticker shock.”
- Emphasis was placed on reading the guest’s vibe to know when to suggest upgrades.
Results
- Sales increased by 26% in under 60 days.
- Reviews improved, with guests frequently highlighting hospitality and the exceptional quality of the food and service.
- Staff became adept at connecting with guests, leading to a seamless upselling process that guests appreciated.
At 30 Percent Rule, we loved working with Xica as their expert restaurant consultant to help them create a seamless guest experience. We focused on building a system that allowed them to engage guests without relying on traditional upselling techniques.
Up next in our restaurant consulting journey is helping Bosscat’s second location thrive with winning strategies. You may also check the first part of this restaurant consultant case study about Akiba’s ratings boost here if you have missed it!
It was amazing to see how this approach led to a sales boost, all while keeping the guest experience at the forefront. Watching Xica thrive in such a competitive industry was incredibly rewarding, and The 30 Percent Rule Team is proud to have played a role in their continued success.
