Phrasing it Right. How to Say ‘Maintenance Required’ Without Scaring Clients

Words like “high maintenance” can send them running, even if the look they want naturally requires consistent care. Your role is to communicate honestly without making the client feel overwhelmed or pressured. The way you phrase maintenance recommendations can make the difference between a client committing—or backing out.

Why Phrasing Matters

• “High-maintenance” sounds like a burden. Clients hear extra cost, extra time, and a style that’s impractical.

• Positive language reframes maintenance as investment. By highlighting the benefits instead of the hassle, you make follow-up services feel valuable rather than obligatory.

Better Ways to Frame Maintenance

1. Replace “High-Maintenance” With “Consistent Care”

Instead of: “This color is high-maintenance.”
Say: “This color looks best with consistent care, and I’ll set you up with a schedule that keeps it looking fresh.”

2. Highlight Benefits, Not Just Frequency

Instead of: “You’ll need toners every six weeks.”
Say: “A toner every six weeks keeps the tone bright and the shine polished, so you’ll always feel photo-ready.”

3. Make Maintenance Part of the Plan
Present upkeep as part of the design, not an afterthought.

“To keep this shape sharp, we’ll plan for micro-trims every eight weeks. That way, it always grows in evenly and looks intentional.”

4. Empower, Don’t Warn
Avoid framing maintenance as a threat (“It won’t look good if you don’t come back”). Instead, position it as empowerment:

“By coming in every two months, you’ll stay in control of how this color looks, instead of letting it fade unevenly.”

Adding the Pre-Booking Advantage

When phrased positively, clients are more open to pre-booking before they leave the chair. This creates loyalty, fills your calendar, and ensures the work you do continues to look as good as it should.