I’m Shiloh, 30. I work in a popular beauty salon.

A couple days ago, a rude client walked in 25 minutes late. She looked annoyed, threw her jacket on the couch, then loudly called the junior staff “shampoo girls”. She then looked me in the eye and said, “Don’t screw it up like always.”

At that point, I just refused service. I told her politely that I wouldn’t be taking her today and asked her to leave and come again when she’s in a better mood. She left fuming. I thought that was the end of it.

Nope.
This morning, everyone in the salon got an urgent email from HR. The email said, word for word, that “our clients must always come first” and that from now on, employees are expected to stay pleasant and accommodating no matter how rude or aggressive a client is.

The justification? According to HR, the salon’s reputation depends on “consistently polite service” and “maintaining the loyalty of high-value clients.” They even added that we should “adjust our tone and expectations” to suit any client’s mood because this is how the salon stays afloat and attracts people with money.

So basically, the message is: if a customer insults you, demeans you, shows up whenever they feel like it—you smile, nod, and serve them anyway.

There’s no mention of staff dignity. No acknowledgment that we’re humans, not punching bags. Just “clients = money, and you = replaceable.”

I can’t shake how dehumanizing it feels. Like, we don’t matter at all as long as the register keeps ringing.

Am I overreacting here, or is this as toxic as it sounds? Would you stay in a place like this?

– Shiloh