In this episode, we’re digging into how to handle difficult guests, protect your team, and still win the relationship. We share real stories from behind the scenes—including guests who crossed the line—and break down how to lead with radical ownership while setting clear boundaries for your business. You’ll hear insights on: • How to protect your team without pouring gas on the fire • Why "winning" the argument can lose you the relationship • Handling upset guests with radical candor and care • Coaching your team through tough situations • When (and how) to draw a line with problem clients Whether you’re a salon owner, a leader, or just someone who wants to lead with integrity and people skills, this episode will give you real-world strategies you can start using right away.

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