"I just work here"
- Lauren Petrich
- Sep 6
- 4 min read
When Leadership Gets Tested Behind the Chair
This week, I had to do something I’ve maybe only done three times in 15 years of salon ownership: call the cops on a client. I did not intent to exploit the circumstance for a "viral moment", but here we go. Watch the reel here -> https://www.instagram.com/p/DOPbIDhD2ay/
This not something I take lightly. It’s not something I ever want to do. But leadership isn’t about placating to customer demands — it’s about protecting peace, setting boundaries, and creating order when things start to unravel.
And if I’ve learned anything in this season of my life — as a single mom, as someone walking in sobriety, as a woman intentionally choosing spiritual peace over chaos — it’s that boundaries are not about control. They’re about freedom. They’re what make true peace possible.
My Behind-the-Chair Playbook
I was mid-service with a loyal guest when another client asked to speak to me directly. Totally normal. As the salon owner, I’m used to it.
And I have a process for these moments — one that balances empathy, authority, and respect for everyone involved:
Greet the client quickly, but acknowledge I’m with another guest.
Give them 2–3 minutes to share their concerns.
Repeat back what I heard so they feel understood.
Provide my stylist with clear, technical instructions to resolve the issue. (We train every Monday, so my team knows exactly how to execute.)
Ask the client’s permission for the stylist to continue.
Promise to circle back once I’m finished with my current service.
That’s my system. It works because it’s rooted in listening, respect, and trust.
But this time? The process wasn’t respected.
Homie Don’t Play That
The client dismissed my stylist’s efforts, laughed at their suggestions, and belittled their knowledge. Then she demanded my immediate attention — right in the middle of my current service.
I calmly explained that it would be 45 minutes before I could step in, because I will never abandon one client who has prebooked my time to appease another. But, that wasn’t good enough.
The disrespect escalated, which I could even hear from the back room as the client hackled loudly and harassed my stylist on the floor in front of our other guests. Suddenly I was faced with one of those defining leadership moments: do I bend to pressure and sacrifice the dignity of my team, or do I stand firm and protect the boundaries that make this salon a safe place for everyone?
That’s when my mantra came in:
✨ Decency and respect given. Decency and respect received. ✨
And when that doesn’t happen? The line is clear: you pay for your service, and you leave.
When she refused both? I had no choice but to call law enforcement.
Why This Was Bigger Than "I just work here"
On paper, this was about a difficult client. But in reality, it was a test of the kind of leader I’m becoming. To be very transparent, I am not even sure I handled this correctly. Maybe on principle, yes? But with putting people and compassion first, I don't really know. That's where it feels grey for me.
I do stand by my decision still. And If I ever saw that woman again, I would oppoIogize only for the fact that It didn't end well with us and there are no hard feelings, In which I hope it could be a learning lesson for all Involved. I have to remember I am doing the best I can, as we all are.
I’m a single parent. I’m sober. I’m intentional about caring for my body and spiritual health daily. I believe I am a work In progress, growing every day further Into the woman God Intends for me to be. I’m choosing peace over chaos, every single day.
And here’s the truth: keeping peace doesn’t always look gentle. Sometimes keeping peace means exercising authority. Sometimes it means saying “no.” Sometimes it means making the hard call when everything in you would rather just smooth it over.
The Old Me vs. The New Me
The old me might’ve gotten flustered. She might’ve gotten secretly angry. She probably would have gone into "please the people at all costs" mode in just to make the problem go away. But I have learned the hard way, after decades of people pleasing, that people pleasing is corrosive. It is a cancer that will destroy the fabric of integrity of your sould.
But the new me? The one my kids are watching? She knows boundaries are love. Boundaries are protection. Boundaries create the kind of order that lets artistry, creativity, and people thrive. Yes, I am still people first, but I am MY people first, creating a community that has walls and a fortress around them for everyones benefit.
That’s why calling the police wasn’t about punishment. It was about protection. Protection of my stylists, protection of my current guest, and protection of the atmosphere I’ve worked years to build.
Compassion With a Backbone
Let me be clear: I don’t believe this client is a bad person. Stress, miscommunication, and unmet expectations can make anyone act poorly. I have compassion for that.
But compassion without boundaries isn’t kindness. It’s chaos.
That’s why I lead with what I call the velvet hammer: soft in intent, steady in execution. Always empathetic, but never compromising the safety or dignity of my team.
Author’s Note: What I Hope You Take Away
In reflection, I am not even sure if I handled it the "best" way I could. Just remind yourself, your best is enough and grace is important.
If you’re a stylist: know your worth. Trust your training. And lean on the systems your salon has in place to protect you. You deserve respect in every interaction.
If you’re a salon owner: leadership is about creating safe spaces, not just pretty work. Sometimes that means making unpopular choices, but your team will never forget how you showed up for them.
If you’re a client: respect runs both ways. We want you to feel heard and cared for, but dignity is a two-way street.
At the end of the day, salon ownership is about far more than "just hair"
. It’s about cultivating an environment where artistry thrives, respect is mutual, and peace is protected.
And sometimes? That means pulling out the velvet hammer. 🖤