What Not to Say When Offering Add-On Services

Offering add-on services can enhance the client experience, boost your income, and showcase your skills. However, the way you introduce these services matters. Say the wrong thing, and you risk coming off as pushy or unprofessional. Here are common pitfalls to avoid when suggesting add-ons to ensure your clients feel valued rather than sold to.

1. "You should really get this done"

Telling a client what they “should” do can come across as patronising, implying they’ve been doing something wrong with their hair all along. Instead, use phrasing that empowers the client, like:

• “I think this treatment would really complement the look we’re going for.”

• “Have you considered this option? It could really enhance your style.”

This way, you position yourself as an expert while giving the client the freedom to decide.

2. "Everyone’s doing it"

Using peer pressure as a sales tactic is rarely effective. Not only does it feel disingenuous, but clients may feel uncomfortable if it seems like you're following trends without considering their individual style. Instead, explain the unique benefits of the service for them:

• “This technique would work really well for your hair type.”

• “Based on your style, this could be a great way to add more depth and shine.”

This approach personalises the recommendation, making it more about their needs than following a trend.

3. "It’s expensive, but..."

Never lead with the price in a negative light. If you introduce a service by apologising for the cost, clients will automatically focus on the expense instead of the value. Instead, highlight the benefits before addressing cost:

• “This treatment will leave your hair feeling healthier for weeks, and the results are long-lasting.”

• “The quality of this service really makes it worth the investment because…”

By framing the service as a valuable experience, clients are more likely to see the price as justified.

4. "If you don’t want it, that’s fine"

While it’s important to avoid being pushy, using language that gives the impression that you're not confident in the service can make clients second-guess your recommendation. Instead, offer an alternative that still benefits the client:

• “If you’re not sure about this treatment today, we can always try a less intensive option.”

• “We can also discuss this for next time if you’d like to think about it.”

This shows flexibility but still maintains the value of what you’re offering.

5. "It’ll only take a second"

Even if a service is quick, underplaying the time or effort involved can devalue your skills and the client’s experience. Always be transparent about what’s involved:

• “This won’t take long, but it’s going to make a big difference in the overall look.”

• “It’s a quick add-on, but the results will last for weeks!”

By presenting the service as both efficient and worthwhile, you ensure the client feels it’s worth their time.

6. "You need it"

Telling a client they “need” something can make them feel insecure or inadequate. No one likes to be told that their current look or haircare routine is lacking. Instead, use language that’s more about enhancement than necessity:

• “This would really enhance your colour.”

• “This treatment could help maintain your look between appointments.”

This way, you’re suggesting improvements without making the client feel pressured or criticised.

7. "I guess I could add this in"

Sounding uncertain or disinterested when offering an add-on service sends the message that you’re not fully invested in the result. Instead, show enthusiasm for the outcome:

• “I would love to add this treatment—it’ll give your hair an amazing finish.”

• “This would really complete the look; I’m excited to see how it turns out.”

A confident, positive tone reassures the client that you’re suggesting something worthwhile.

When offering add-on services, it’s essential to frame your suggestions in a way that feels respectful, professional, and genuinely helpful. Clients will appreciate your expertise if they feel that your recommendations are in their best interest. The key is to provide options and explain the value, all while allowing them to make the final decision without feeling pressured.

By avoiding these common mistakes and using thoughtful, client-centric language, you’ll create a welcoming environment where your add-on services are seen as exciting opportunities rather than unnecessary extras.