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Fire the toxic person, plain and simple.
Thank you. I like it.
If she is being paid less and gets two breaks you could always offer the same deal to them
HR.
OP's title says owner so I'd be comfortable betting small shop, no HR.
As Gary Vee says, it doesn’t matter if they’re your biggest revenue earner, if they don’t fit with the culture, they need to go. Fire the aggressors.
Yes. It’s a small firm and It’s a long story — my receptionist/messenger/assistant smokes. She takes 2 breaks a day. I knew this when I hired her and adjusted her pay accordingly. I explained this to the 2 longest staff members because they pointed out the 2 breaks. They don’t embrace my philosophy and are very vocal about anything that they don’t think is right about this receptionist—her clothes, the way she talks, the way she enters a room, everything. I have tried many things and nothing works. I’d rather not fire anyone because I need them all. I also did an offsite team building day. Waste of time and money.
"Embrace your philosophy??" It's your firm. If they have philosophical differences with the way you run YOUR firm, they need to go start their own. This type of thing is tough because everyone wants things to - hopes things will - just run smoothly on their own but... when they don't it is your job as owner (unless you have a firm manager) to shut these types of things down. With staff, when they have been at a place long enough, it is easy for them to forget they are employees. If it were me, I would pull them into my office individually and very politely say: "It is my decision how I run this firm and your behavior lately is in effect trying to undermine me and create issues that I shouldn't have to deal with. It needs to stop now. If you cannot be respectful of me, my decisions, and of the other employees here, then we will need to discuss whether this is still a good fit for you to be working here. I appreciate your work and I want you to continue working here but this has to stop immediately. This is not negotiable and I don't want to have to revisit this issue again. Do you understand?" And if they are unable to get along with their co-worker, they need to find a new job. It isn't about how many are on one side of the issue vs the other or how long they have worked there - if their issues are as petty as you described, their behavior and attitudes would be unacceptable in any work environment. It's not an easy conversation to have but wearing the big-boy pants isn't all champagne and bubble gum.