If she is bemoaning a few rude messages, she won't last. It comes with business and with having a sizeable instagram platform. She is also incredibly sensitive to any message which isn't licking her arse - i'd like to see what the nature of these "rude" messages really is, it's probably not nearly as bad as she's making out.
She also admitted that she has taken as long as THREE WEEKS to get back to prospective customers?! It is likely that some of these customers are feeling tit about themselves and have hair loss or other issues and they want to support Claire, otherwise they wouldn't be sending follow up messages to give her a boot up the hole. Imagine respecting someone and wanting to support their business and being left for three weeks waiting on a reply. People have taken time out of their day to message her and look into supporting her financially, and this is how she treats potential customers?
And she has some kind of messiah complex if she feels as though she is the only one who can respond to them. She's micromanaging already, feeling as though she is the only person alive who can answer queries about shampoo, is she for real. If Ian is helping her, i'm sure he could respond to some. Or she could pay someone to spend a few hours a day sending generic responses to easy queries and sending more complex queries to Claire. It would take her an hour or so to type up some generic responses re. pricing or recommending products for certain issues and that would probably answer 90% of the questions. And I don't even know how she can say she is the only one who can respond - her only experience is her own hair loss. She knows duck all about the science of the scalp and hair and should not be giving customised advice to ANYONE!