Are You Missing the Secret Sauce of VIP Success?

If you're running an upscale club or event with a VIP offering, you're in the business of crafting unforgettable experiences paired with impeccable service. Even if you have a strong handle on metrics like revenue, occupancy, and inventory, there might be a hidden opportunity you’re overlooking.

In the decade-plus we’ve spent consulting for high-end venues, one metric consistently rises above the rest to measure your team’s ability to deliver excellence: upsell.

Upsell: Your "Net Promoter Score" in Disguise

Let’s be honest—no one loves answering a post-night-out survey when they’re still shaking off the cobwebs. But if your guests are ordering extra champagne, celebratory shots, or unexpected add-ons, it’s a clear signal they’re enjoying themselves.

Much of nightlife operates on pre-committed spending, whether through fixed-price packages or table bookings with minimum spends. These set a baseline revenue expectation.  If your team does the bare minimum, you’ll hit that baseline.  However, with a blend of thoughtful processes, guest attentiveness, and personalised touches, your team can exceed expectations—and drive revenue beyond initial projections.

Your VIP Team: The Unsung Drivers of Upsell

While your VIP team may not control who walks through the door, they play a pivotal role in transforming a good night into an exceptional one. Their service quality directly impacts upsell potential.

Here are a few examples of how this can unfold:

• A seamless door process ensures guests are seated promptly, bypassing the frustration of long waits.
• A server able to match the energy of the occasion encourages spontaneous decisions, like ordering a celebratory bottle of champagne or an extra round of cocktails.
• A proactive busser who keeps the table stocked with ice, mixers, and fresh glassware ensures drinks flow smoothly—helping that first bottle turn into a second.

Aligning your performance incentives and commission structures with upsell outcomes is a smart way to keep your team motivated and results-driven.

Why Upsell is Resilient to Seasonality

One of the key advantages of upsell as a metric is its consistency. While revenue may fluctuate due to seasonality, DJs, or broader economic factors, the ability of your VIP team to deliver exceptional service remains a constant.

Tracking upsell over time gives you a reliable indicator of service quality throughout the year. It allows you to identify areas for improvement and build on your team’s strengths, ensuring guests always receive a standout experience.

Most Venues Don’t Track Their Upsell Rates

Despite its importance, many venues lack visibility into their upsell rates. The reason? Tracking this figure requires meticulous record-keeping of all charges above the committed spend.

This is where DQ steps in. DQ calculates upsell automatically, placing it front and centre so you can recognise and reward your team’s performance. Whether you’re monitoring individual contributions or measuring growth over time, DQ makes it easy to stay on top of this critical metric.

Paired with other key data points—such as Average Order Turnaround, Incident Response Times, and Time to First Order—upsell gives you a clear view of your operation’s performance.

Ready to Elevate Your Venue’s Success?

If you’d like to learn more about how operational data can drive meaningful improvements and boost your venue’s upsell potential, we’d love to chat.

Contact us today, and let’s explore how we can help you unlock your team’s full potential.