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Add-Ons - Upselling & Revenue Enhancement

Add-Ons - Upselling & Revenue Enhancement

Overview

Add-ons are optional extras that customers can add to their base service during booking. Like ordering extras on Uber Eats, customers see relevant add-ons after selecting their main service and can tap to add them.

Two opportunities to upsell:

  1. Service selection: Add-ons appear after choosing the base service

  2. Checkout upsell: A dedicated "Add Extras" carousel prompts customers at the final checkout step

This self-service upselling can increase revenue per appointment by 10-30%[^1]. Industry research shows selling to existing customers is 5-25× more profitable than acquiring new ones[^2], and streamlined checkout experiences increase customer spending by an average of 28.5%[^3].

Examples of popular add-ons:

  • Grooming: Nail Trim, Teeth Brushing, Blueberry Facial, De-shedding Treatment, Ear Cleaning

  • Daycare/Boarding: Medication Administration, Extra Playtime, Photo Updates, Bedtime Treat

  • Convenience: Pet Taxi (Pickup/Drop-off), Feed Dinner at Home, Early Drop-off, Late Pickup

How Add-Ons Work

The Customer Experience

  1. Select Base Service: Customer chooses their main service (e.g., "Full Groom" or "Full Day Daycare")

  2. Add-Ons Appear: Relevant add-ons are displayed with prices

  3. Tap to Add: Customer taps any extras they want - price updates instantly

  4. Book with Extras: Complete booking with clear breakdown showing base service + add-ons

The Business Experience

  1. Add-ons indicator: On the calendar, appointments with add-ons show the add-ons icon. Mission Control cards name each add-on

  2. Full Visibility: Click into appointment to see complete add-on list

  3. Invoice Breakdown: Add-ons are itemised separately on the invoice

  4. Staff Can Add More: If customer requests extras at drop-off, staff can add them before finalising

Creating an Add-On Service

Step 1: Create New Service

  1. Navigate to Services

  2. Click Add New → New Service

  3. Or use direct link: Create Add-On Service

Step 2: Set Service Type to "Add-on"

In the service creation wizard:

  1. Service Name: Clear, descriptive name (e.g., "Nail Trim", "Blueberry Facial")

  2. Service Type: Select Add-on (extras)

  3. Category: Optionally group with related add-ons

  4. Description: Brief explanation of what's included

Step 3: Configure Pricing and Timing

Pricing:

  • Set the add-on price (e.g., $15 for nail trim)

  • Use variable pricing ("from $X") if price may vary

Duration:

  • An add-on has no time slot. It does not lengthen the appointment or change the times offered

  • If an extra needs its own time, lengthen the base service or book it as a separate Regular service

Example configurations:

Add-On

Price

Nail Trim

$15

Teeth Brushing

$12

Blueberry Facial

$20

De-shedding Treatment

$35

Medication Administration

$10

Pet Taxi (One Way)

$25

Step 4: Assign Team Members & Resources

  • Add-ons typically inherit the team member from the base service

  • Only assign specific team members if the add-on requires particular skills

  • Resources usually not needed for add-ons

Service-Specific Add-Ons

Linking Add-Ons to Base Services

By default, an add-on shows with every service. A category does not change where it shows.

To limit an add-on to certain services:

  1. Open the add-on and go to Who Can Book

  2. Under Add-on Pairing, turn on Only Show With Certain Services

  3. Pick the services it can be sold with

In online booking, the add-on stays hidden unless one of those services is booked for the same pet. Staff can still add it to any booking. Example: "Blueberry Facial" paired with your grooming services does not appear on daycare bookings.

Why Service-Specific Add-Ons Matter

  • Relevant suggestions: Customers only see add-ons that make sense

  • Reduced confusion: No "Why is nail trim showing for boarding?"

  • Higher conversion: Relevant add-ons are more likely to be selected

Visual Indicators for Your Team

Where add-ons show

  • Calendar (Day, Week and Timeline views): the add-ons icon on the appointment card. Turn on Has Add-ons in the calendar filters to show only these appointments. The Month view does not show add-ons

  • Mission Control appointment cards: a badge for each add-on, by name

  • Appointment detail: an Add-ons badge. Select it to see each pet's add-ons

  • Appointment lists on a customer's profile, and on team member and resource appointment lists: a pink Add-ons badge

What Your Team Sees

When clicking into an appointment with add-ons:

Full Groom (Large) - Bella─────────────────────────Base Service: $180.00Add-ons:  • Nail Trim: $15.00  • Blueberry Facial: $20.00  • De-shedding Treatment: $35.00─────────────────────────Total: $250.00

Pricing Add-Ons

Fixed Pricing

Most add-ons use fixed pricing:

  • Nail Trim: $15.00

  • Teeth Brushing: $12.00

  • Medication Administration: $10.00

When to use: Consistent, predictable add-ons with standard effort.

Variable Pricing ("from $X")

Some add-ons may vary based on factors:

  • De-shedding Treatment: from $35.00 (depends on coat condition)

  • Flea Treatment: from $20.00 (depends on pet size/product used)

When to use: Add-ons where final cost depends on pet-specific factors.

Multi-Pet Add-On Pricing

Add-ons can have multi-pet discounts:

Nail Trim:- 1 pet: $15.00- 2 pets: $12.75 each (15% discount)- 3+ pets: $11.25 each (25% discount)

Configure in the add-on's Pricing & Payments tab under Multi-Pet Discount Pricing.

Managing Add-Ons on Appointments

Customers Self-Serve During Booking

The primary add-on workflow is self-service with two opportunities to add extras:

During Service Selection:

  1. Customer selects base service

  2. Relevant add-ons appear automatically

  3. Customer taps to add/remove

  4. Continues to checkout

At Checkout (Upsell Prompt):

  1. At the final checkout step, customers see an "Add Extras" section

  2. A beautiful carousel displays available add-ons with images and prices

  3. Customers can swipe through options and tap to add

  4. Price breakdown updates instantly

  5. For multi-pet bookings, add-ons can be selected per pet

This "second chance" upsell at checkout is highly effective because:

  • Commitment is highest at checkout (customer has already decided to book)

  • Existing clients convert at higher rates than first-time visitors

  • Visual carousel makes it easy to browse and add extras

  • No friction: one tap to add, instant price update

Checkout Upsell Carousel

Staff Adding Add-Ons

Staff can add add-ons to any appointment:

  1. Open the appointment and select Edit.

  2. Under Add extras (or Add extras for [pet name]), select the add-on.

  3. Save changes.

View appointment → Add Item on the invoice is the same kind of extra: a charge only. It does not create a time slot or a Trips stop.

If the extra needs to appear on the calendar or on the run, add it in the Services field on Edit, not as an add-on. See Using the booking form.

Common scenarios:

  • Customer requests extra at drop-off

  • You notice the coat needs de-shedding

  • Customer asks about teeth cleaning while pet is there

Removing Add-Ons

Before finalising an appointment:

  1. Open the appointment

  2. Click the X next to the add-on

  3. Save changes

  4. Price automatically adjusts

Revenue Impact

Why Checkout Upselling Works

The checkout upsell feature is designed based on ecommerce best practices:

Metric

Impact

Source

Revenue per appointment

10-30% increase when add-ons are offered at checkout

Accenture[^1]

Existing customer profitability

5-25× more profitable than new customer acquisition

Bain & Company[^2]

Streamlined checkout impact

28.5% average spending increase

Cornell University / Management Science[^3]

Benefits for Your Business

  • Passive revenue growth: Once add-ons are configured, the system automatically prompts customers

  • No forgotten upsells: Every customer sees relevant add-ons at checkout

  • Higher ticket averages: Small add-ons (nail trims, teeth cleaning) add up quickly

  • Improved customer satisfaction: Customers appreciate the ability to customise

Benefits for Pet Owners

  • Customisation: Tailor the appointment to their pet's specific needs

  • Transparency: See exactly what they're paying for before confirming

  • Convenience: Add extras without phone calls or extra communication

  • Control: Easy to add or remove items before booking

Best Practices

Creating Effective Add-Ons

Do:

  • ✓ Use clear, descriptive names ("Nail Trim" not "NT")

  • ✓ Price attractively (common upsell psychology: $15 feels easy to add)

  • ✓ Group related add-ons in categories

  • ✓ Write brief descriptions explaining what's included

Don't:

  • ✗ Create too many add-ons (overwhelming)

  • ✗ Price add-ons too high (reduces uptake)

  • ✗ Make essential services add-ons (frustrates customers)

  • ✗ Forget to assign team members if needed

Recommended Add-Ons by Industry

Grooming:

  1. Nail Trim ($12-18)

  2. Teeth Brushing ($10-15)

  3. Ear Cleaning ($8-12)

  4. De-shedding Treatment ($25-45)

  5. Blueberry/Oatmeal Facial ($15-25)

  6. Paw Balm ($8-12)

  7. Cologne/Perfume Spritz ($5-10)

Daycare & Boarding:

  1. Medication Administration ($10-15 per dose)

  2. Extra Playtime ($15-25)

  3. Special Diet Meal ($8-12)

  4. Photo/Video Updates ($10-15)

  5. Cuddle Time ($15-20)

  6. Bedtime Treat ($5-8)

  7. Spa Bath ($25-40)

Dog Walking:

  1. Extended Walk (+15 min, $12-18)

  2. Park Visit ($10-15)

  3. Feeding Service ($8-12)

  4. Key Collection ($5-10)

Convenience/Transport:

  1. Pet Taxi - Pickup ($20-35)

  2. Pet Taxi - Drop-off ($20-35)

  3. Early Drop-off ($10-15)

  4. Late Pickup ($10-15)

  5. Feed Dinner at Home ($12-18)

Pricing Psychology

  • Low-friction prices: $15 feels easy to add, $47 requires thought

  • Bundle discounts: "Add teeth brushing for only $10 with any groom"

  • Value framing: Show what's included to justify price

  • Round numbers: $15, $20, $25 convert better than $17.50

Reporting on Add-Ons

Revenue Tracking

Track add-on revenue in your reports:

  • Add-on revenue by service: Which add-ons are most popular?

  • Add-on attachment rate: What % of bookings include add-ons?

  • Revenue per appointment: Has it increased since adding add-ons?

Optimising Add-Ons

Based on data:

  • Low uptake add-ons: Consider lowering price or improving description

  • High uptake add-ons: Consider creating related add-ons

  • Zero uptake add-ons: May need removal or repositioning

Common Questions

Q: Can customers book an add-on by itself?
A: No. Add-ons must accompany a base service (Regular, Initial, Stay, or Package). They cannot be booked standalone.

Q: I want nail trim as an extra on a groom AND as a standalone drop-in. What do I do?
A: Create two services. Keep the Add-on for "while you are there". Create a separate Regular (for example Drop in Nail Clip) for clients who only want nails. Same price and duration is fine. Service type cannot be changed after you create the service, so do not try to convert the Add-on into a Regular.

Q: How many add-ons should I offer?
A: Start with 3-5 popular extras. Too many options can overwhelm customers. You can always add more based on demand.

Q: Do add-ons work with packages?
A: Yes. Customers using package credits can still add add-ons when they book. The add-on is charged separately from the package credit, unless the package includes that add-on.

Q: Can I make an add-on mandatory?
A: Add-ons are designed to be optional extras. If something is required, it should be part of the base service or a separate service.

Q: What if I want different add-on prices for different pet sizes?
A: Create separate add-ons: "De-shedding (Small)" at $25, "De-shedding (Large)" at $45. Or use variable pricing and adjust at booking.

Q: Can customers add add-ons after booking?
A: Yes, in the pet owner app. On a pending or confirmed booking, the customer picks extras under Add Extras and confirms with the button at the bottom, for example Add 1 extra · $15.00. This is not offered for Stays, courses, bookings paid with package credits, the first booking of a recurring series, or when your change and cancellation policy does not allow changes. Staff can add add-ons to any appointment by editing it.

Q: Do add-ons affect team member scheduling?
A: No. Add-ons have no time slot, so they do not change the appointment's length or the times offered. They also do not appear as their own card on Appointments or as a stop on Trips. If an extra needs time or a trip stop, lengthen the base service or add a Regular service in the Services field on Edit.

Q: I added a service from View appointment Add-ons. Why is it missing from Appointments and Trips?
A: That path adds a charge to the invoice only. Open Edit (or a new booking) and add it in the Services field.

Q: How do I see which add-ons were requested?
A: Open the appointment and select the Add-ons badge to see each pet's add-ons. On the calendar, look for the add-ons icon, or turn on Has Add-ons in the filters.

Next Steps

References

[^1]: Accenture research on upselling and cross-selling strategies. Cited in Opensend: Upsell/Cross-sell Statistics.

[^2]: Bain & Company research on customer retention economics. Selling to existing customers is significantly more cost-effective than new customer acquisition. Cited in Opensend: Upsell/Cross-sell Statistics.

[^3]: Hongjun Ye et al., "The Effect of One-Click Checkout on Consumer Spending," Management Science (2023). Research conducted at Cornell University. Read the study summary.

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