womanthismonth.com | JULY 2026 BEAUTY 99 TOXIC CLIENTS I am writing this because it means something to me personally. When I was in my 20s, I worked for a boss who accepted everything from toxic clients: every insult, every humiliation and every moment of disrespect. His answer was always the same: “Just take care of her. She pays your salary.” That was the worst thing I ever heard a leader say. It showed a lack of leadership and a lack of self-respect. Last week, I witnessed a situation that broke my heart. A salon owner was dealing with a toxic client and told me: “Whoever has money has power.” I understood her. But I will say this: yes, money is power, but integrity is a different kind of power. A business can only grow with people who have standards. Poor behaviour does not come with standards. That is why I am writing this today. We have all seen her. She is never happy, always late and often cancels at the last minute, or simply does not show up. She asks for a discount every visit, complains about everything and treats your staff as if they are invisible, while expecting to be treated like a queen. Somewhere along the way, someone told us: “The client is always right.” Stop. I completely disagree. Business is simple. You offer a service and the client pays for it. Both sides are accountable. Not just the salon. Both. I know what you may be thinking: “Times are hard. I cannot afford to lose a client.” But I am not talking about the picky client with high expectations. Keep her. Invest in her. She pushes you to be better and she may become your best advertisement. I am talking about the client who shows no respect. Every month, we invite readers to pose their own questions for Badia to answer in her next column. Make sure to ask your own by emailing [email protected] A k Badia Your Monthly Guide to Salon and Spa Success ? The one who walks into your salon and takes something away from it every single time. That is not a difficult client. That is a toxic one. She is the client nobody wants to see. Not the receptionist, not the stylist and not the therapist. When her name appears in the appointment book, the energy in the room changes. She brings stress, disrespect and negativity, not once, but every time. Many owners keep her because they are afraid of losing revenue or receiving a bad review. Toxic clients know this and they use it. So what? Let her write the review. Respond calmly and professionally. Say that your salon has clear standards and that you stand behind them. That response will say more about you than any five-star review ever could. Sometimes, however, that is still not enough. Some clients are simply beyond correction. When that happens, put her on your blacklist and do not apologise for it. This is not punishment. It is a boundary. When you blacklist a client who spends good money, you send a message to your entire team. You show them that everything has a limit. Money alone does not buy access to your salon. No one is above the culture you have built, not a client and not even your most talented team member. This is how you build a reputation. Not with words, but with decisions. Your staff see you hold that line and they respect you. Your clients see it and respect your salon. You become known as someone who does not compromise and that attracts the right people. Zero tolerance for disrespect. If you offer quality, you have the right to protect it. Sometimes, saying no is the most professional decision you will ever make. A respected salon attracts respectful clients. I have seen this for 35 years. It never fails. What if she has been coming for years and spends good money? Look at the full picture. How much does her behaviour cost you in team morale, energy and the experience of your other clients? Ask whether there is something valid behind her behaviour. Sometimes there is. Find out and fix what you can. Then make your decision, either with an honest conversation and clear boundaries, or by ending the relationship entirely. Only you can make that call. Nobody knows your salon better than you do. Money and history matter. But so does your peace, and so does everything you have built.
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