From Broom Cupboard to Beauty Empire with Alison Laws

Ever wondered what it takes to keep a salon thriving for over three decades—and keep staff for over twenty years? Alison Laws joins us to share her incredible journey from opening a tiny "broom cupboard" salon in the Metro Centre to running Jesmond Beauty, a multi-floor landmark in the North East. In this candid chat, we dive into the secret sauce of her team’s longevity, including her "Rising Star" apprenticeship programme and the unique "buddy system" that ensures no one feels isolated. Alison opens up about the pivotal moment she moved 100 miles away from her business and how that distance actually made her more productive. Whether you’re looking to streamline your treatment list, incentivise your managers, or learn how to lead with a "soft touch," Alison’s story is a masterclass in business evolution and trusting your gut. 5 Key Takeaways Culture over Cash: While competitive pay matters, modern teams are driven by inclusion, being "in the loop," and feeling like part of a family. The "Rising Star" Programme: Grow your own talent by hiring apprentices for their attitude and nurturing them through a tiered pricing structure that clients love to support. Operational Distance: Physical distance from the salon can provide the "eagle-eyed" perspective needed to analyse and plan without getting bogged down in daily drama. The Power of the Cull: Use quiet times to audit your treatments; if a service is messy, low-profit, or rarely booked, get rid of it to make room for what the team loves. Tiered Incentives: Focus on helping managers hit their bonuses so they can, in turn, help their therapists achieve theirs—creating a self-sustaining cycle of success. 5 Power Quotes "My driving force for setting up my own salon... I wanted to treat people how I wanted to be treated." "Tell the team what's happening. It was like a secret society, we never knew what was going on. We are very open." "You can teach someone anything apart from their outlook and that attitude... if you've got that, you've got the foundations." "Never be frightened to do it your way. I live a hundred miles away from my salon... my job is from home." "Your business just needs to be your profitable, lucrative friend that looks after everything you want to do." Podcast Chapters [00:07] – Meeting a Legend: 34 Years in the Making [01:14] – Escape from the "Schoolmarm" Bosses [04:24] – The Broom Cupboard Era: Starting at the Metro Centre [08:58] – The Birth of Jesmond Beauty [14:26] – The 20-Year Team: A Family Affair [18:22] – Taking the Leap: Moving to the Three-Floor Premises [24:36] – Growing Talent: The Rising Star Apprenticeship [36:05] – Why the Village Loves Jesmond Beauty [42:01] – The Eagle-Eye View: Managing from 100 Miles Away [44:50] – Bonuses, Buddies, and the Future of the Oak Tree SOCIALS & IMPORTANT LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ Jesmond Beauty: https://www.jesmondbeauty.co.uk SPONSORSHIP ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠ HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.