Beauty Business Matters

Unlock the untapped potential of LinkedIn for your salon or clinic! In this episode, Chris Taylor from Social Selling and Chris Taylor Online reveals why LinkedIn is no longer just a stiff CV platform, but an absolute goldmine for beauty businesses. Discover how to turn your profile into a powerful digital directory to connect with local clients, build credibility, and generate leads without spending a penny on ads. Chris breaks down a simplified 4-step content funnel, shares exactly what to say in your Direct Messages to avoid sounding "salesy," and explains why you don't need thousands of followers to win. Whether you're a clinic owner looking to attract high-paying clients or simply wanting to increase your local visibility, this conversation provides actionable strategies to transform your network into a predictable pipeline. 5 Key Takeaways Reframe LinkedIn for Business: It's not a CV site; it's a digital directory for targeted, local networking. Quality Over Quantity: You don't need a massive following. Connecting with 40-50 local professionals a week builds a highly profitable, compounded network. The 4-Step Funnel: Simplify your marketing into four easy steps: who you are, what you do, how good you are, and who wants to buy. Master the Direct Message: Treat DMs like real-life networking. Don't pitch immediately; focus on starting genuine conversations as if you were in the same room. Share Availability Softly: Post your open appointments as helpful updates for your network, not as desperate sales pitches. Direct Quotes "Attention for me is the currency... that is what I'm trying to get more of." "I treat LinkedIn like a phone book really." "You do not need a big audience to win." "The biggest issue with social media is our expectations are set for an account... not a human." Key Timestamps 00:00 – Welcome & Guest Introduction 04:15 – Why LinkedIn is an Untapped Opportunity for Salons 12:30 – Building a Powerful, Localized Network 19:45 – The 4-Step Content Funnel 27:10 – The Right Way to Use Direct Messaging (DMs) 34:20 – Overcoming the Fear of Being "Salesy" 41:50 – Golden Nuggets for LinkedIn Success 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 How To Connect With Our Guest: https://christayloronline.com https://www.youtube.com/c/christayloronline SPONSORSHIP Find out more with The Smart Group's Laser Buyers Guide: ⁠https://www.the-smartgroup.co.uk/diode-family-page⁠ ⁠⁠https://www.phorest.com/⁠⁠ ⁠⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta 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.

Selling skincare doesn't have to feel like an uphill battle or an awkward sales pitch. It’s time to rethink what retail actually means in the salon and spa world. Beyond just bottles on a shelf, authentic retail is an essential extension of client care, connection, and long-term results. When therapists shift from "selling" to guiding clients on a personal wellness journey, everything changes—including the bottom line.  This conversation explores how to build genuine trust, why consultation is the true heart of any treatment, and how to navigate the rising tide of AI and automation without losing the priceless human touch. Discover how simple mindset shifts, actionable rules like the 70-20-10 communication framework, and authentic storytelling can help salons thrive in a rapidly changing industry.   5 Key Takeaways - Reframe Retail as Client Care: Skincare retail is an extension of treatment results and aftercare, not a hard sales pitch.   - The Consultation Is King: Building trust during the initial consultation drives up to 80% more lifetime client value.   - Master the 70-20-10 Rule: Spend 70% of time on the client, 20% on personal rapport, and 10% on professional recommendation.   - Embrace Storytelling: Sharing relatable, authentic stories makes product recommendations 22 times more memorable than facts.   - Balance AI with Human Touch: While automation handles admin, high-level human connection remains the ultimate industry currency. Direct Quotes "Retail isn't about selling for me... It's actually a communication tool. It's confidence boosting."   "The consultation is the most important part of the service. It's actually not even the treatment."   "Human connection is the currency of the next ten years."   "Always share from the scar and never the wound."   "Be your most authentic self at all times. Stop looking at other people." Key Timestamps 00:00 – Welcome & Reconnecting 03:00 – Why Salon Retail Is Still an Uphill Battle   06:36 – Skincare: Commodity vs. Luxury   14:16 – Why the Consultation Matters Most   23:04 – The Power of Story Selling & Authenticity   31:38 – The 70-20-10 Rule for Client Retention   35:32 – AI, Automation, and the Future of Beauty Touchpoints   42:55 – Golden Nuggets for Industry Success 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 How To Connect With Our Guest: https://www.instagram.com/aibeautyconsultancy/ SPONSORSHIP Find out more with The Smart Group's Laser Buyers Guide: https://www.the-smartgroup.co.uk/diode-family-page ⁠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.

Ever felt like your business is running you instead of the other way round? In this inspiring episode, Chicago-based skincare specialist Katt Philipps shares her remarkable journey from working as a special effects makeup artist in Hollywood to creating a thriving, fully booked skincare practice. Kat opens up about hitting complete burnout, coping with illness, and the life-changing business shifts that restored balance. Discover how setting clear boundaries, opening yearly bookings, and embracing retail transformed her workload—allowing her to work just one week on, one week off while maintaining higher financial security. Packed with honest insights on client trust, asking for help, and creating a business on your own terms, this is a must-listen for salon owners and beauty professionals. 5 Key Takeaways Build on Your Terms: You don’t have to follow traditional industry models; design a schedule and business structure that serves your life. Leverage Scarcity: Opening client bookings once a year creates natural demand, reduces last-minute cancellations, and guarantees consistent income. Retail Drives Results: Skincare products do the heavy lifting between appointments, ensuring lasting client results and boosting profit margins. Prioritise Health: Ignoring physical and mental strain leads to severe burnout—listen to your body before it forces you to stop. Ask for Support: Requesting help and asking questions is a powerful professional strength, not a weakness. 5 Selected Quotes "I want to be able to paint healthy on someone who wasn't." "Saying no to them is so hard, but because we now have online booking, I had so many people booking on my schedule." "My business didn't have to be what everybody else says it has to be." "If you're not educating your clients on what they should be using, somebody else will." "Don't be so proud that you don't ask for help. We can't be an island." Chapter Timestamps 00:00 – Welcome & Introduction 02:04 – From Hollywood Film Sets to Beauty Therapy 05:51 – Launching Graffin & Overcoming Initial Challenges 08:58 – The Reality of Burnout, Illness, and Overbooking 11:59 – The Breakthrough: Booking Out a Year in Advance 20:29 – Designing a Dream Schedule: Working 20 Weeks a Year 26:43 – Protecting Mental Health & Grounding in Nature 31:14 – Why Retail is Essential for Client Results and Revenue 42:24 – How Client Referrals and Loyalty Built the Brand 47:46 – Kat’s Golden Nuggets for Business Success SOCIALS & IMPORTANT LINKS ⁠ https://susanroutledge.com⁠ https://www.instagram.com/susan_routledge/⁠ https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beautydirectorsmasterclasswaitlist-9984 How To Connect With Our Guest https://www.instagram.com/grafin_beauty/ SPONSORSHIP Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview 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. This Podcast has been brought to you by Disruptive Media. ⁠⁠https://disruptivemedia.co.uk/⁠

Manifesting gets a reputation for being a bit woo-woo, but the truth is you are doing it every single second without even realising it. Joined by the brilliant Vicky Ross, this conversation dives deep into the real mechanics of how frequency, brainwaves, and childhood conditioning shape our day-to-day lives. From breaking free of the body’s addiction to stress and emotional drama to shifting money mindsets and healing the relationship with yourself, it’s time to stop letting past stories dictate the future. Packed with practical wisdom on daily gratitude and stepping out of survival mode, this episode will completely change how you view your own power to create a thriving life and business. 5 Key Takeaways Constant Creation: Manifestation isn't an switch you turn on; every thought, emotion, and frequency continuously shapes reality. Survival Mode Blocks Creativity: High stress keeps the brain in high beta waves, trapping the body in fight-or-flight and preventing problem-solving or dreaming. The Identity Split: Childhood conditioning creates adapted personalities designed for approval, which can unconsciously block adult success. Emotional Addiction: The body gets addicted to the internal chemicals of emotions like worry or drama, often seeking out stress to get its fix. Gratitude Elevates Frequency: Daily gratitude actively shifts vibrational energy out of low states, allowing aligned goals to naturally unfold. 5 Quotes "Every single person is manifesting all the time... it's the good and the bad of manifesting." "The outside world exists to show the inside world's problems." "When your body's in high stress... you're not resting and digesting... ultimately your body starts to break down." "As much as it's easy to get addicted to things like drugs and alcohol... we get addicted to the chemicals of the emotions." "Gratitude has got one of the highest vibrational frequencies, it's highest energy." Podcast Chapters 00:00 – Welcome back & Demystifying Manifestation 02:53 – How the Outside World Mirrors Your Inside Reality 05:10 – The Unconscious Mind, Safety & Survival Mode 07:44 – High Stress, Brainwaves, and Physical Breakdown 12:00 – Understanding Frequencies, Emotions, and Nature 17:00 – Childhood Conditioning and the Identity Split 29:00 – Emotional Addiction & Breaking the Stress Cycle 31:10 – Money Mindset: Relationship, Energy & Frequency 40:00 – Setting Intentions, Patience, and Real-Life Alignment 52:20 – The Power of Gratitude & Rewriting Your Internal Story 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 ⁠ See how Vicky can help you: https://www.vickyross.com/   SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max  ⁠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.

Ever wondered what it takes to turn salon ownership from a stressful hobby into a thriving, structured business? In this episode, multi-award-winning salon owner Justyna Rostek shares her incredible journey—from moving to the UK with basic English to building a top-performing Guinot franchise. Discover why salon owners need to charge based on their experience, how to pre-sell treatments before investing thousands in new equipment, and why mastering the entire client journey is key to client retention. Plus, Justyna reveals the vital skin cancer detection training that ultimately saved her husband’s life. Packed with practical, warm advice, this conversation is essential listening for any salon owner looking to elevate their business and balance their life. Key Takeaways Become an expert before an entrepreneur: Gain experience across various salons to learn the business and make mistakes on someone else's payroll. Charge according to expertise: Tiered pricing stops owners from being overworked while giving them time to train their team. Pre-sell before buying equipment: Test the market and pre-sell courses to ensure a fast return on investment before purchasing costly devices. Guide the client journey: Frame recommendations around solutions to problems, then give clients space to decide without talking them out of the sale. Invest in health detection training: Skin cancer awareness training equips therapists with life-saving skills to protect clients and loved ones. Direct Quotes "Become an expert before you become an entrepreneur." "Charge according to your expertise." "Go out there and make mistakes on somebody else's payroll." "Therapists look at it from the point of 'oh, but I enjoy doing brows'... rather than make money." "You're not selling, you're advising." Timestamp Chapters 00:00 – Welcome to Beauty Business Matters 01:23 – Early Days: From Poland to London 08:48 – Taking the Leap into Salon Ownership 13:08 – The Franchise Model & Business Structure 20:43 – Crunching Numbers & Smart Equipment Buying 28:12 – Guiding the Client & Master Sales Techniques 35:12 – MASK Training & Saving a Life 43:14 – Justyna’s Top Golden Nuggets for Salon Success 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 Follow Justyna Rostek on Instagram!: https://www.instagram.com/justyna.rostek/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠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.

It takes an immense amount of courage to completely flip a business model when you're already running a highly successful, multi-award-winning clinic. Tessa Roszkowski joins the conversation to share the incredible journey behind her 20 years in the beauty and aesthetics industry, including the defining moment she decided to step back, close a branch, and completely drop traditional beauty treatments to focus solely on high-level skin results. This honest dialogue explores what it really takes to navigate massive industry shifts, manage an expert team with zero turnover, and rebuild authentic client trust in a world saturated by fleeting social media trends and automated AI consultations. From fighting major health battles while managing payroll from a hospital bed to restructuring opening hours for a truer sense of personal harmony, this is a masterclass in resilient, heart-led leadership. Discover why staying in your lane and prioritizing deep client education over shiny new trends is the ultimate secret to long-term business survival. Key Takeaways The Power of the Pivot: Streamlining a massive service menu to focus entirely on a core niche—like shifting from general beauty to advanced skin health—can dramatically boost business longevity and client results.   Brand Identity Over Trends: Resisting the urge to chase every fleeting industry fad or "shiny penny" piece of equipment preserves long-term brand integrity and prevents costly financial mistakes.   Earned Trust Through Education: Empowering clients with deep, transparent education about their specific skin needs is the absolute best way to cut through online misinformation and build an authentic bond.   People-First Leadership: Nurturing a team through clear protocols, extreme empathy, and structural support creates an empowered environment that fosters virtually zero staff turnover.   5 Direct Quotes "We completely pivoted and changed our business during that period... our focus now is just skin."   "I believe the balance is in the relationships that you have... to give you the flexibility and not have that guilt to go and do what you need to do."   "Be leaders in what you do and don't follow trends... it's so easy to just jump on that bandwagon."   "The more your team are looked after, the more everything, the whole machine just runs smoothly."   "Just empower them with the right information about their skin, because then they'll make the right choices easily." Key Timestamps & Chapters 00:00 Celebrating 20 Years of Multi-Award-Winning Business Success   02:27 The Evolutionary Journey from Beauty Junior to Flagship Owner   04:48 Making the Radical Decision to Drop Beauty and Focus Entirely on Skin   11:25 Rebuilding Authentic Trust Against Saturated Online Trends and AI   12:58 Empowering Clients Through Honest Education Over Faddish Marketing   23:33 Navigating Personal Health Storms While Guarding Your Business Core   33:11 Cultivating a People-First Culture to Achieve Zero Team Turnover 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  Find out more about Tessa Stevens Health and Beauty:  https://www.tessastevens.com/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠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.

Running a business in the hair and beauty world is a beautiful thing, but it can take a serious toll if you aren't looking after yourself. In this conversation, Susan Routledge sits down with Sam Grocutt, a 30-year beauty PR veteran, director of Essence PR, and co-founder of Curated Beauty. They pull back the curtain on how much the industry has changed—moving from the days of fax machines and transparencies to integrating artificial intelligence and automated tech. But beyond the tech, they dive deep into the emotional weight salon owners, stylists, and therapists carry every day, and why listening to your body isn't optional. They also discuss the vital, life-changing work of the Hair and Beauty Charity, supporting industry professionals navigating domestic violence, illness, and financial crisis. Packed with honest talk about female mentorship, setting boundaries, and the reality of modern entrepreneurship, this is a must-listen for anyone in the beauty business. 5 Key Takeaways The Evolution of Industry Tech: The hair and beauty landscape has radically shifted from analogue tools like fax machines to advanced tech, requiring business owners to continuously learn and adapt to tools like AI for imagery, contracts, and marketing. The High Cost of Emotional Burnout: Beauty professionals continuously absorb the emotional baggage and energy of their clients, often leading to severe physical and mental health crises if they do not prioritize self-care and set firm boundaries. The Power of Clear Communication: True confidence in business means not being afraid to ask people to slow down, avoid overcomplicating things with jargon, and explain concepts simply. Support via the Hair and Beauty Charity: The charity acts as a critical lifeline for industry professionals experiencing severe hardships, including domestic violence, terminal illness, and financial decimation. The Strength of Female Mentorship: Surrounding oneself with strong, experienced women creates a powerful network where voices are heard, experiences are shared, and authentic learning thrives. Podcast Chapters & Timestamps 02:11 – The Accidental PR Journey: How a bit of family nepotism launched a stellar 30-year career. 05:37 – The Real Skill of Public Relations: Why loving people and storytelling beats writing skills every time. 10:39 – Learning to Say No: Navigating business opportunities, avoiding FOMO, and protecting your calendar. 16:36 – Embracing the AI Revolution: Using artificial intelligence to streamline contracts and create rapid brand marketing imagery. 22:00 – The Amazon Hair Salon: Discussing the tech giant’s venture into physical salon spaces. 25:08 – The Hair and Beauty Charity Lifeline: A sobering look at the rise in industry professionals seeking help for illness and domestic crisis. 32:58 – Global Women in PR: Championing female networking, mentorship, and lifting up the next generation. 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 Find out what Sam could do for you and your business: https://www.essencepr.com/ https://www.linkedin.com/in/samantha-grocutt-657642a/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠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.

Ever wondered how to turn a simple chocolate truffle into a high-impact branding tool that leaves clients completely speechless? This conversation dives deep into the world of bespoke experiential gifting with the creative minds behind Mejoolies. Host Susan Routledge sits down with founders Carrie Farr and Lindsay Thompson to uncover their fascinating journey from accidental wedding favour makers to running a thriving luxury chocolate and baking empire that completely dominates corporate events. The discussion covers the realities of running a neurodiverse partnership, the logistical chaos of transporting chocolate on the hottest day of the year, and why physical networking beats hiding behind a social media grid every single time. Perfect for UK entrepreneurs looking to elevate their customer experience, this chat offers a refreshing look at staying authentic while scaling a premium service business. 5 Key Takeaways Elevate the Experience: Branded gifting shouldn't just look pretty; it needs to spark an emotional reaction and act as a memorable talking point. Lean Into Your Strengths: Successful partnerships thrive when one person anchors the logistics and organization while the other channels high-pressure creative energy. Human Connections Over Grids: Showing up to local industry events in person builds unmatched brand loyalty that digital marketing simply cannot replicate. Flexibility is a Superpower: Ditching rigid minimum order rules allows small businesses to cater to bespoke corporate needs and build trust early on. Pivot Professionally: Aligning a product offering to seasonal challenges—like shifting focus to baking when the summer heat threatens chocolate production—keeps revenue consistent year-round. 5 Direct Quotes "We know that their client is going to get it and go, 'wow.' And that's the most important bit to us..." "I've always got some hobby on the go... then it was wedding favours, hence the chocolate." "The chocolate and the baking totally developed from there... we're kind of at the ceiling of where we are now..." "If you just put yourselves out on social media, it just would not have grown the same." "We literally don't see each other... I'm upstairs making chocolate, she's straight down in the bakery." Key Timestamps & Chapters 00:00 – The Power of Chocolate in the Studio 01:31 – 14 Years of Sweet Evolution 03:11 – From Family Bakeries to Accidental Chocolatiers 06:56 – The Art of Replicating Books in Chocolate 11:44 – What’s in a Name? The Heart Behind Medjulis 16:04 – Inside the Wonka-Style Workspace 20:50 – Mastering Experiential Chocolate Workshops 25:38 – Teamwork, Menopause, and Neurodiverse Growth 29:46 – Why In-Person Networking Trumps Social Media 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 Find out what the Ladies from Mejoolies could do for you and your business: https://mejoolies.co.uk/ https://www.instagram.com/mejoolies___/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠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.

Ever felt the pressure to jump on the latest machine trend, only to wonder if your clients actually want it? Navigating the noisy world of advanced beauty technology can leave you feeling overwhelmed and second-guessing your investments. This conversation strips back the marketing fluff to reveal how to align equipment purchases with real customer demand, check for genuine certifications, and build long-term value. From understanding the booming shift toward regenerative skincare and "prejuvenation" to rediscovering the magic of profitable in-person salon events, this is your guide to making smart, trust-led business decisions. Discover how to move away from high-pressure sales tactics and step confidently into your role as a true specialist. 5 Key Takeaways Validate Demand First: Always ensure a proven customer desire exists within your database before committing to expensive new machinery. Prioritize Trust over Transactions: Long-term business success relies on building meaningful emotional connections with clients rather than treating them as mere transactions. Verify Authenticity: Protect your business and consumers by rigorously checking for genuine European CE marks and technical data provenance. Embrace Prejuvenation: Younger demographics are seeking advanced skincare much earlier, shifting focus from anti-aging to proactive skin health. Revive In-Person Events: Collaborative, education-focused salon events build incredible momentum, trust, and rapid return on investment. 5 Key Quotes "The first thing that we do is let's just do a discovery call first and, and see if there's a demand for this treatment." "I think you need to ascertain if there's a demand first and then if there is, can I supply it to a standard that I want to?" "If the motivation is based on time, you have to question the motivation of them as a partner." "Business can be in my book two things: it can either be a transactional concept or it can be an emotional concept." "The regenerative skincare approach is looking at technology, platforms, but also in skincare, that encourages the skin to do its best job." 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 Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max 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.

It’s the dread every salon and clinic owner knows too well: waking up to a last-minute text from a staff member calling in sick because they simply didn't sleep well. Navigating the minefield of staff management, shifting legislation, and persistent absences can leave even the most seasoned bosses feeling entirely burnt out. Expert executive coach Sue Ingram shares the vital distinction between managing with judgment versus managing with respect, offering a masterclass in establishing bulletproof workplace policies. This conversation delivers a refreshing, actionable look at how to tackle messy habits, navigate post-COVID anxiety, and implement a 'hard back, soft front' leadership style that empowers teams to take genuine ownership of their roles. 5 Key Takeaways Shift from Liked to Respected: As a leader, working solely to be liked compromises your boundaries; aiming for respect naturally fosters a better, more compliant team culture. Proactive Sickness Policies: Clear, exact, and consistently managed sickness policies prevent staff from abusing vague guidelines and protect business schedules. The 'Hard Back, Soft Front' Approach: Effective management requires setting firm boundaries (hard back) while maintaining a supportive, encouraging demeanor (soft front). Separate Behavior from Identity: When addressing staff issues, addressing the habit or behavior rather than attacking the person's identity prevents defensiveness. Foster Joint Buy-In: Involving the team in final hiring decisions or strategic changes creates shared responsibility and proactive solution-finding 5 Direct Quotes "The trick with good sickness management is to proactively manage it and to have a really great policy in place, very clear, very exact." "As a manager and a boss and a leader, you do not want to be liked. You do not work to be liked." "The real thing to work for as a boss is to be respected. And the funny thing is that once you're respected, you are likely to be liked." "Writing your policy document is an absolute gift of an opportunity to state what your culture is." "You have got to love your people... The human being that they are, you have got to love and respect and understand." Chapter Timestamps 00:00 – An Introduction to Team Accountability 01:45 – Navigating the Real Costs of the New Sickness Rules 04:21 – Proactive Management vs. Retroactive Fixes 06:20 – Shifting Leadership Vibe From 'Liked' to 'Respected' 09:25 – Defining Personal vs. Professional Boundaries with Staff 11:50 – Writing a Bulletproof Culture-Driven Policy Document 14:55 – Gathering Team Feedback and Navigating Staff Anxiety 18:15 – Hard Back, Soft Front: How to Address Messy Habits 21:30 – Boosting Team Retention and Creating a Shared Buy-In 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 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.

In this week's midweek business bite, Susan tackles the foundation of true salon and clinic success: defining and attracting your ideal client. It is incredibly easy to get swept up in social media metrics and the endless chase for new bookings, but trying to be everything to everyone often results in a book full of one-off visitors rather than loyal fans.  KEY TAKEAWAYS Stop Trying to Appeal to Everyone: A vague, scattergun approach to marketing will only fill your columns with inconsistent, short-term visitors.  Prioritize Retention Over Acquisition: An aggressive social media strategy might bring in new faces, but without an exceptional, personalized client experience, they won't stay.  The 80/20 Rule is Real: Always remember that 80% of your business will come from your top 20% of clients. Nurturing and catering specifically to this top tier should be your primary focus. QUOTES "The most fundamental thing you must know in your business is who your ideal client is. Otherwise, how do you know if you're marketing correctly to them?" "80% of your business will always come from your top 20% of clients. So that has to be your focus: is your business full of your ideal clients right now?" "The magic happens the moment you get brave and decide exactly who you are for... and then it's natural that you'll start attracting the right clients." SOCIALS & IMPORTANT LINKS  ⁠Little Book of Client Retention⁠ ⁠Client Avatar⁠ https://susanroutledge.com ⁠ ⁠ https://www.instagram.com/susan_routledge/⁠  ⁠https://www.tiktok.com/@beautybusinessmatters ⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters ⁠  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. This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

It is easy to get completely wrapped up in the daily grind of running a business, but sometimes the greatest growth happens when you finally step back and give your team the space to breathe. This special compilation episode brings together the absolute best highlights and golden nuggets from previous conversations with industry powerhouses like Lara Morgan, Amanda Winwood, and Helen Portman-Brookes. From the chaotic world of film set prosthetics to navigating a complete business overhaul during lockdown, this episode dives deep into what it truly means to evolve. Discover why micro-management is a precarious trap, how to completely optimize a bloated treatment menu, and why the best social media strategy doesn't require millions of viral views. Whether you are looking to delegate more effectively or align your brand portfolio with authentic human connections, these curated insights offer the perfect blueprint to help you get your time back and enhance your profitability. Key Takeaways Embrace the Traffic Light System: Divide your diary into red, amber, and green time to ensure you are balanced between business management, long-term strategy, and personal recovery. Delegate to Allow Growth: Stepping out of the daily operations gives your team the space to step up, innovate, and often run the business better than you would yourself. Ruthlessly Cull What Isn't Working: Use quiet periods or disruptions to analyse performance and strip away messy, time-consuming, low-profit treatments or services. Prioritize Human Transactions: True business connections are built on shared values and authenticity, not the corporate armour of badges, suits, or high heels. Optimize, Don't Just Collect Views: You don't need millions of social media followers or expensive gurus; you just need to turn your current visibility into high-converting profit. Direct Quotes Every decade, I found a new passion within the same industry. So there was no need to change jobs or leave. You just kind of changed your specialism. Until you trust and you give others the chance to grow, you have nothing because you're a one man band and you are living in a very precarious place. If you don't like me, you're not going to buy from me... that interface is about do I like this person? Do they feel authentic? Do we share values. In a world where everybody thinks that they're more visible than ever, the majority of businesses are still best kept secrets. I think to me, you have to know a brand inside and out to the best of your ability before you can make that complete decision on whether it's right for the business. Key Timestamps & Chapters 00:00:07 – The Evolution of a Creative Specialism 00:05:41 – Red, Amber, Green: Mastering the Diary Traffic Light System 00:07:00 – Stepping Back to Let Your Team Step Up 00:10:12 – The Lockdown Audit: Streamlining the Treatment Menu 00:12:16 – Spa Fest: D-Badging the Industry for True Connection 00:18:22 – Mint over Minted: Giving Back Through Retreats 00:19:26 – Stop Listening to Gurus: Watch What the Creators Actually Do 00:23:12 – Turning Minimal Views into Maximum Profit 00:27:17 – The Back-to-Front Method: Training Before Financial Commitment 00:30:27 – Embracing the Screen: Managing a National Portfolio Remotely 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 SPONSORSHIP ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ 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. This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Imagine a massage where you never have to turn over, your makeup stays intact, and you drift away on a bed of perfectly heated water. This isn't a futuristic luxury—it's the reality of a face up Hydrotherm treatment. Long-term wear and tear on a therapist's hands and wrists can end a career prematurely, but switching to a fluid, water-supported method preserves your body while offering an exceptional client experience. From creating a completely inclusive treatment for pregnant or oncology clients to seamlessly blending facials and back massages into a single premium service, it’s time to rethink the traditional massage couch. Discover how this best-kept wellness secret can elevate your client experience, save your physical health, and boost your spa's bottom line.  5 Key Takeaways Preserving Therapist Health: Traditional deep tissue massage takes a heavy physical toll; utilizing a waterbed system halves the pressure on a practitioner’s hands by using client weight as natural leverage. Eliminating the Face Hole: Clients frequently experience sinus pressure, eye discomfort, or ruined makeup from traditional tables, which can be entirely bypassed by staying face up. Inclusivity in Care: Staying face up at a semi-inclined angle allows pregnant individuals and oncology patients to safely receive full-body treatments comfortably. Premium Revenue Stream: Moving to a specialized Hydrotherm method allows spas to comfortably command a 15% to 20% price premium per hour. Seamless Service Integration: Therapists can combine high-end facials with full back treatments without interrupting the client’s relaxation to make them turn over. 5 Direct Quotes "In essence, it turns it into a water bed." "You’re halving the amount of pressure you put on your hands as a practitioner." "The only place they really felt comfortable... was lying on the water being warm, being supported." "Your hands are everything in our industry... to have the thing that you're trained to do be the reason why you can't do it... it's not sustainable." "We recommend that therapists charge between 15 and 20% more per hour for a Hydrotherm massage than they would do for a conventional massage." Podcast Chapters 00:09 – Welcome to the Show: 25 Years in Wellness 01:03 – What on Earth is Hydrotherm Massage? 02:14 – Ditching the Face Hole: The Client Advantage 04:12 – Saving the Therapist: Turning Massage Upside Down 07:44 – The Hidden Longevity Crisis for Spa Practitioners 09:43 – The Art of Heated Water and Seamless Facials 13:09 – Total Inclusivity: Pregnancy & Cancer Care Protocols 16:42 – Training the Next Generation of Incomparable Therapists 22:25 – Show Me the Money: Premium Pricing & Retail 35:11 – Driving the Face Up Movement Forward 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  Find out more Here: https://marketing.susanroutledge.com/optin-page SPONSORSHIP  ⁠https://www.phorest.com/⁠  ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠  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. This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Ever feel like you’re shouting into an empty void on social media, spending hours making reels that get plenty of likes but zero new clients? Chris Taylor has built an entire business on the philosophy that you don’t need millions of followers to make serious money. In this high-energy conversation, the founder of Social Salon shares how he accidentally fell into the industry by documenting his own professional journey—and how that blueprint can transform your salon's bottom line. We break down the absolute myth of the "ideal video length" and explore why tracking buyer behaviour across your digital "touchpoints" is the real secret to turning casual scrollers into loyal clients. Chris candidly shares his own shift from organic posting to precision paid advertising, proving that if you understand how your local audience actually likes to buy, your marketing becomes an automated machine that fuels your growth while you focus on what you love. 5 Key Takeaways Leverage the Low Views: You don't need a viral following to be profitable; it is entirely possible to turn a small, highly targeted audience into significant sales through structural funneling. Track the Buyer Journey: Understanding consumer behavior through intent levels allows salon owners to deliver the right content at the right time, radically shortening the sales cycle. The Location Advantage: Organic reach cannot guarantee local presence; localized paid advertising is the only definitive way to put your services in front of consumers within your immediate trading radius. Content to Conversion: Content marketing isn't just about social media posts; it is about creating informational assets (like FAQs or short webinars) that systematically remove a buyer's friction. The Power of Duplication: Testing platforms by duplicating and staggered-posting the exact same high-performing content can dramatically improve algorithmic visibility. 3 Power Quotes "I know how to turn the lowest amount of views into the most amount of money. That's what I can do." "The harder I tried to get people to engage, the worse it got... when I just was telling stories, people shared their opinion whether you asked for it or not." "Most businesses never have a traffic problem. They have a conversion problem." Podcast Chapters [00:07] – Meeting the Mentor: Susan introduces her business mentor, Chris Taylor. [01:14] – Training for the Marathon: Chris shares the grit behind his upcoming London Marathon run. [06:13] – The Accidental Entrepreneur: Transitioning from corporate car leasing to property and digital branding. [14:26] – The Depth of the Industry: Realising how much salon owners leave on the table by not communicating their expertise. [22:31] – Overcoming the Video Fear: Why your audience craves rawness and authenticity over polished perfection. [30:13] – Demystifying the Algorithm: Understanding buyer intent and the structural logic of touchpoints. [42:01] – Paid vs. Organic: Why localized targeting is a non-negotiable for salon growth. [50:15] – The 7 AM Reel Experiment: A sneak peek into algorithmic testing and content volume. 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 Get in touch with Chris: https://www.instagram.com/christayloronline/ Support Chris on his London Marathon Journey!https://2026tcslondonmarathon.enthuse.com/pf/chris-taylor-bcc2c SPONSORSHIP ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ 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. This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Ever been told "no" and felt it just wasn't the right answer? Amanda Winwood has built an entire wellness legacy on asking "why." From witnessing her mother’s holistic lifestyle in a tiny Cheshire village to leading a movement in oncology massage, Amanda is a true force of nature in the beauty and hospitality sectors. In this episode, we dive into the 26-year evolution of Made for Life Organics and the defining moment a receptionist’s diagnosis changed Amanda’s mission forever. We discuss the legalities of the Equality Act, the science of psychosensory touch, and the unique "festival vibe" of Spa Fest. Stay tuned for a world-first announcement regarding "Folk U Cancer"—a groundbreaking celebration of life and music coming to The Eden Project. This conversation is a heart-centred masterclass in purpose, data-driven wellness, and the magic that happens when we simply allow ourselves to breathe. 5 Key Takeaways The Power of "Why": Questioning industry norms, especially regarding "contraindications" for cancer, led to the creation of safe, accredited touch therapies. Inclusivity is Legal: Under the Equality Act 2010, turning away clients living with cancer is not just poor practice—it’s often a contravention of their rights. Data-Driven Wellness: Integrating neuroscience and research into holistic treatments (like the study on scent and the central nervous system) provides credibility and better results. The "Oak Tree" Team Philosophy: Building a business where the team grows together through tiered levels, like the "Rising Star" programme, ensures longevity and passion. Prioritising Stillness: For professionals who spend their lives caring for others, finding personal stillness is a vital, lifelong practice to avoid burnout. 5 Power Quotes "I’m not very good at being told no. I thought, well, I don’t understand this, and if you don’t understand it—why don’t we ask why?" "The minute somebody is diagnosed with cancer, they’re registered disabled. It’s illegal to turn anybody away from the spa." "You can have the most amazing conversations when you’re giving a hand or a foot massage, because you can connect the eyes to the soul." "Spa Fest gives permission for you to attend as an individual intelligent being who doesn’t have to wear a suit to prove who they are." "If you allow yourself just to go into that beautiful alpha-theta state... that’s where the magic happens." Podcast Chapters [00:08] – Meet Amanda Winwood: Foundation, Organics, and Spa Fest [01:40] – The Medicine Cabinet: How a Holistic Childhood Shaped a Mission [04:25] – The Julie Story: Challenging the Cancer Contraindication Myth [06:36] – Legal Rights and Medical Backing: The Polly King Defining Moment [11:27] – From Eczema to Oncology: The Science of Made for Life Formulations [14:43] – The Evolution of Touch: Psycho-sensory Rituals and Neuroscience [17:53] – What is Spa Fest? Moving from Corporate Badges to Human Connections [24:22] – People, Planet, and Prosperity: Funding the Great British Tea & Therapy [29:08] – WORLD EXCLUSIVE: Announcing "Folk U Cancer" at The Eden Project [37:34] – Stillness and Sanctuary: Managing Energy and Finding Peace in Catalunya 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 GET YOUR TICKETS TO SPA FEST: madeforlifefoundation.org USE DISCOUNT CODE 'DIRECTORSC10'' FOR 10% OFF! 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.

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.

Ever felt like the beauty industry treats multicultural skin and textured hair as an "afterthought"? Lola Maja is on a mission to change that narrative through Tones of Beauty. In this vibrant chat, Lola shares her journey from being a 14-year-old beauty enthusiast to becoming a world-renowned MUA and educator. We explore the massive expansion of the Tones of Beauty Expo at London ExCeL—a groundbreaking event that combines a high-level B2B trade show with CPD-certified education. From niche fragrances to "the ones to watch" in homegrown UK brands, Lola explains how this show provides a long-overdue platform for inclusivity. Whether you’re a salon owner, a buyer, or a brand looking to go global, this conversation is a masterclass in why specialized knowledge shouldn’t be a side-hustle—it should be the standard. 5 Key Takeaways Inclusivity is Not an Add-on: Treating multicultural skin or textured hair as a separate "specialism" is outdated; it should be integrated into foundational beauty education. Lifelong Learning: A successful career in beauty requires constant evolution; staying engaged means always being open to new courses and specialisms. The Global Beauty Bridge: Events like Tones of Beauty create a vital "back and forth" channel for international brands to enter the UK market and vice versa. B2B Networking is Key: Relationships between distributors, buyers, and brand owners are the real currency of trade shows, often leading to immediate retail placements. CPD Certification Matters: Professional development shouldn't just be about products; participating in certified panel talks allows beauty professionals to meet their annual learning requirements. 5 Power Quotes "Every decade, I found a new passion within the same industry... you just kind of changed your specialism." "Education is so helpful... I’m kind of always doing one course or another." "We want to create an environment that nobody feels embarrassed, shy or feels like they can’t ask a question." "If you build it, they will come. If you learn it, you can charge for it." "Why limit yourself, really? You can specialize in something, but why limit your earning potential and your growth potential?"] Key Timestamps & Chapters 00:08 – Meet Lola Maja: 30 Years of Beauty Expertise 02:48 – From High Street Sales to Global Brand Launch 04:22 – Special Effects, Film Sets, and Prosthetics 08:35 – Changing Paths: Life After the Make-up Brush 10:48 – What is Tones of Beauty? UK's First Inclusive Trade Show 14:05 – The Education Stages: Insights, Innovations, and Experience 17:22 – Ones to Watch: Supporting Next-Gen Homegrown Brands 22:31 – Combating the "Afterthought" Mentality in Skin and Hair 26:18 – The Big Picture: London ExCeL and Beyond 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 TONES OF BEAUTY EXPO 2026! Find out more below!: https://www.tonesofbeautyexpo.com/ 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.

Ever felt like a headless chicken running between multiple locations, only to realise you were basically earning a McDonald's wage for the stress of it? Rachel Cobley has been there, done that, and bought the four salons to prove it. In this candid chat, we dive into the "busy-ness" trap that many salon owners fall into and why bigger isn't always better. From her early days as a competitive swimmer to opening a cabin in her garden and eventually managing a team of 20, Rachel shares the highs, the lows, and the pivotal moment she decided to condense her empire into one thriving, profitable location. Whether you're struggling with staff retention post-lockdown or looking to reclaim your time through the "Part Time Profit System," this conversation is a masterclass in trusting your gut and building a business that serves your life—not the other way around. Gut Instinct is Critical: Your intuition is often the most accurate guide when faced with difficult business decisions. Quality Over Quantity: Managing one highly focused, profitable salon can be more rewarding and lucrative than overseeing multiple struggling locations. The "Busy-ness" Trap: Being constantly busy does not equate to being profitable; efficiency and focus are the real drivers of success. Resilience is a Muscle: You are almost always stronger than you think, especially when navigating industry-wide shifts like the post-lockdown era. Systemise for Freedom: Building a "Profit System" allows the business to run for you, granting the freedom to pursue other passions like travel or art. "Follow your gut instinct... when you can't make a decision, that is often the right one." "You are stronger than you think you are... I would say that to many women especially." "I could have been working at McDonald's... you're killing yourself sometimes for not really that much money." "Busy equated to profitable... and it’s just not that at all." "Your business just needs to be your profitable, lucrative friend that looks after everything." 00:00 – Meeting an Industry Epitome 02:05 – From the Pool to the Salon 04:40 – The First Business at 20 07:45 – Lessons in Teaching & Respect 10:15 – The Big Smoky London Era 14:35 – The High-Risk World of Early Lasers 21:10 – Building a Four-Salon Empire 24:45 – The Post-Lockdown Reality Check 28:30 – The Revelation of Downsizing 32:30 – Introducing the Part Time Profit System 38:15 – Two Golden Nuggets for Success 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 The Part-Time Salon Profit System - by Rachel Cobley! https://rachel-cobley.mykajabi.com/PartTimeProfit 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.

Walking into a clinic and seeing a wall full of certificates used to be enough to feel safe, but the reality behind those frames is becoming a bit of a minefield. With the aesthetics industry still finding its feet in terms of regulation, it’s easier than ever for practitioners to get caught out by "fast-track" courses that aren't worth the paper they're printed on. Magda Jizerska joined me to talk about why she’s obsessed with closing the gap between having a certificate and actually being verifiable. We dive into the recruitment headaches that led to the birth of Verifrr and why international qualifications need a much closer look. It’s not about being the "beauty police"—it's about protecting the practitioners who have put in the hard graft and ensuring the public gets the safety they deserve. If you care about the reputation of your clinic, this one is a non-negotiable. 5 Key Takeaways The rise of unregulated "fast-track" and online-only courses is creating a massive liability for clinic owners and insurers. Insurance companies often don't check the fine print of a qualification until a claim is made, leaving many practitioners dangerously exposed. Verification isn't just a directory; it's a diagnostic tool to track the traceability and authenticity of a provider's training history. Recruiting in the aesthetics sector is increasingly difficult because CVs often don't align with the actual validity of the certificates provided. International standards vary wildly, and having a central database helps translate those skills into a UK-recognised equivalent. 5 Direct Quotes "Insurance in 90% don't even check your documents... and that can massively backfire when you come to needing an insurance claim." "Verifrr is not another directory. We are purely focused on documentation, on qualifications, certificates, just to bring everything into one place." "The trainings are given by people that shouldn't even train... then there is a big shock why I'm having the documents that are not worth the piece of paper they are on." "I was recruiting to my clinic and I was severely surprised that I couldn't match documents with CVs. I was feeling that I’m wasting my time." "There is no place for cutting corners anymore... the more right people are getting together to raise the standards, the better." 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 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.

Imagine walking away from a legal career to bet everything on a "cream box with batteries" in the middle of a 90s recession. That’s exactly what Dean Nathanson did, and 34 years later, CACI International is a global powerhouse found in over 100 countries. Dean joins the show to share the incredible "big top" origins of the brand, the moment Princess Diana’s endorsement sent demand through the roof, and why face-to-face relationships still trump digital clicks in the beauty world. We dive deep into the transition from treating muscle palsy to becoming the world’s most famous non-surgical facelift, and how CACI continues to innovate without losing the heritage that made it a clinic staple. Clinical Roots Matter: CACI technology originated from Dr. Thomas Wing’s work in muscle re-education for medical conditions like facial palsy before transitioning to aesthetic use. The Power of Persistence: In the early days, Dean personally contacted features editors of every national newspaper to build brand awareness. Celebrity Validation: Authentic endorsements from high-profile figures like Princess Diana and Barbara Windsor were pivotal in moving CACI from a niche clinical tool to a mainstream beauty must-have. Strategic Partnerships: Securing flagship presence in Harrods and department store groups like ESNL was a cornerstone of their early distribution strategy. Relationship-First Business: Maintaining a "CACI Community" through a dedicated road team ensures long-term loyalty that digital-only brands often struggle to replicate. "I was a junior solicitor... and truth be told, I didn't really enjoy what I was doing." "We had these articles come out in Harpers and Woman magazine and the Daily Mail, and we were inundated. Demand went through the roof." "If a salon has a CACI machine, they will go 'I've got a CACI machine.' They don't say 'I've got a microcurrent machine.'" "I think I knew it was going to be successful. Perhaps sometimes blindly so, but I just knew." "I live and breathe what I do. I’m an absolute nightmare to live with because I live and breathe it." 0:00 – The Career Pivot: From Law to Microcurrents 5:12 – The Slim 92 Disaster & The Circus Tent Start 10:45 – Winning Over Harrods & The ESNL Breakthrough 16:30 – The Princess Diana Story: A Global Phenomenon 22:15 – Manufacturing in the UK & Constant Innovation 28:40 – The Future: Hair Restoration and New Frontiers 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 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.

Ever wondered why that viral skincare product left your skin irritated or patchy? It’s because for decades, the industry simply wasn't formulated with melanin in mind. Today’s guest is changing that narrative from the lab up. Dr. Vanita Rattan, a medical doctor and master cosmetic formulator, joins us to share her incredible journey from treating 40,000 hyperpigmentation cases in her London clinics to building a global brand that truly sees skin of colour. We dive deep into the unique physiology of darker skin—from why our melanocytes are easier to trigger to why common ingredients like glycolic acid might be doing more harm than good. Dr. V explains her "science-first" approach to formulation, her refusal to take outside investment to maintain total authenticity, and how she successfully pivoted her entire career during the pandemic. Whether you're a skincare obsessive or a beauty entrepreneur, this conversation is a masterclass in purpose-led innovation. Melanocyte Sensitivity: Skin of colour has larger, more reactive pigment-producing cells that are easily triggered by heat, friction, or harsh chemicals. The Ceramide Gap: Melanin-rich skin naturally loses more ceramides over time, making a strong, hydrated skin barrier essential to prevent irritation and subsequent darkening. Avoid Common Irritants: For those with higher melanin levels, it is best to avoid denatured alcohols, heavy fragrances, and essential oils that can lead to contact dermatitis and PIH. Smart Ingredient Choices: Swap potentially irritating actives like glycolic acid for gentler alternatives like lactic acid or mandelic acid to achieve results without the risk of burning. Education Over Marketing: Dr. V emphasizes the need for realistic expectations, noting that true skin transformation requires consistency and formulations backed by clinical data specifically for your skin type. "I realized all of the treatments had been made for Caucasian skin and could lead to PIH—post-inflammatory hyperpigmentation." "I use the best actives and the best ingredients... because I'm passionate about what I'm creating and who I'm creating it for." "Education is everything, especially in an industry full of quick fixes and misinformation." "I’ve never taken outside investment... so everything I share is based on genuine research, testing, and care." "Skin of colour is easier to irritate and hyper-pigment... it requires more hydrating, less irritating, anti-inflammatory ingredients." [00:00] Meet the Doctor Behind the Revolution [04:20] Growing up in a Science-First Family [08:15] The Melasma Discovery: Why the Industry Failed Me [15:40] From 40,000 Clinic Cases to 40 Signature Products [22:30] The Anatomy of Skin of Colour: Pigment, Pores, and Protection [31:10] Creating a Viral Sensation: The Lip Pigmentation Kit [45:50] Looking Ahead: SPF Innovations and Empowering the Next Generation 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 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.

Ever wondered if that one-day "Masterclass" certificate is actually worth the paper it’s printed on? In this episode, Susan Routledge sits down with industry powerhouse Joan Scott, CEO of Habia (Hair and Beauty Industry Authority). They peel back the curtain on the confusing world of hair and beauty qualifications, revealing why the term "accredited" has become a dirty word in professional circles. Joan breaks down the vital difference between a government-regulated qualification and a "bedroom-run" accreditation, explaining how Habia sets the National Occupational Standards (NOS) that keep both practitioners and clients safe. From the rigors of teaching skills to the necessity of lifelong CPD (Continuing Professional Development), this conversation is a wake-up call for salon owners and therapists alike. Whether you’re a seasoned pro or just starting out, Joan’s insights into leadership from the heart and the pursuit of technical excellence will inspire you to raise your own bar. 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 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.

Are you accidentally running your business like a charity? In part two of this deep dive, top business coach Shari Teigman joins Susan Routledge to expose the common pitfalls that trap service-based entrepreneurs. From the "friends and family" pricing trap to the burnout that comes from having 50 different "bosses" (aka your clients), Shari reveals why most business problems are actually leadership problems in disguise. We explore the "Year of the Maverick" and why the post-COVID landscape has made human connection—and expert boundaries—the most valuable currency in the beauty industry. If you've ever felt guilty for not working on a Friday or found yourself hiding behind your technical skills to avoid the "business" side of your business, this conversation will give you the permission you’ve been waiting for to step into your worth and lead with intention. 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 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.

Ever wondered what it takes to build a beauty empire while navigating the most turbulent waves of personal loss and professional scrutiny? In this episode of Beauty Business Matters, host Susan Routledge sits down with the irrepressible Lisa Comber, a serial entrepreneur who has spent over 20 years turning grit into glamour. From her early days as a mobile technician in Gran Canaria to the helm of multiple high-performing salons and a regulated training academy, Lisa’s story is a masterclass in resilience. We dive deep into the "messy middle" of business ownership—the sudden salon closures, the transition from solo therapist to team leader, and the grueling four-year battle with HMRC that threatened everything she built. Lisa shares with raw candor how she balanced the demands of a growing brand, Perfect 10, with the profound grief of losing her parents. Whether you are a budding therapist or a seasoned business owner, Lisa’s "Lisa-isms" and her relentless drive to be her own biggest cheerleader offer a grounded, witty, and deeply inspiring roadmap for anyone looking to master the beauty business. 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 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.

If you feel like you’re doing everything “right” in your business but still feel completely disconnected from your results, you aren’t failing—you’re likely just wearing a mask that’s suffocating your success. In this high-energy debut episode of Beauty Business Matters, host Susan Routledge sits down with the inimitable Shari Teigman, an international performance coach and creative strategist who splits her time between New York and the UK. Shari reveals the raw story behind the "Maverick" brand, moving from a high-stakes divorce and a "Stepford Wife" business model to becoming a powerhouse coach for elite entrepreneurs. This episode explores why authenticity is the ultimate competitive advantage and how to stop let the fear of success hold your business back. 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   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.

In this deeply human follow-up conversation, Susan welcomes back Alex Belisle-Springer from Phorest, fresh from the 2026 Phorest Summit, to go further into what really matters as technology accelerates: care, connection, community, and belonging. Alex reflects on the ripple effect of his unforgettable 2024 Phorest Summit keynote (no longer publicly available), sharing how personal storytelling can transform the way we lead teams, serve clients, and design experiences. Together, Susan and Alex explore how salons, spas, and clinics can be intentionally built around belonging, through everything from consultations and language to seating layouts, client notes, and the smallest “you remembered me” moments. They also unpack how AI (when used well) can support human connection, giving teams more time and insight to deliver care without losing the warmth that makes this industry so powerful. KEY TAKEAWAYS Belonging doesn’t happen by accident, it must be designed. Alex shares how meaningful experiences require intentional structure, not “hoping for the best.” AI should empower connection, not replace it. The most exciting tech improvements are the ones that reduce friction and help clients feel remembered. Small details create massive loyalty. Remembering a client’s holiday, drink preference, or what matters to them builds trust faster than any marketing. BEST MOMENTS “I’m only starting to realise just how impactful it’s been… people still come up to me… and say it changed the way I interact with my kids, or with my clients.” “It has to be intentional. It has to be designed. You can’t just hope for the best.” “There’s so much power in sharing stories… understanding each other’s journey.” 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   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.

At just 23 years old, armed with a marketing degree and personal experience of sun damage, Tracey made a bold decision: bring a little-known South African brand called Environ to the UK. What started as a spark of belief in Vitamin A, and products made in a plastic surgeon’s kitchen, became a global, science-led movement in skin health. In this episode, Tracey shares: How Environ was born from a mission to prevent skin cancer The early days of fax machines, Yellow Pages cold calls, and trade show hustle Why science must always trump hype The real danger of discount culture and fake products Why AI will never replace the skin professional The power of protecting therapists and elevating the industry This conversation is packed with wisdom for salon owners, therapists, brand founders, and anyone building a business rooted in purpose. KEY TAKEAWAYS Science Over Hype — Always Tracey’s golden rule: don’t chase trends — chase evidence. Vitamin A wasn’t a fad. It was built on research dating back to the early 1900s. “Always look at the science. Don’t look at the hype. Dig deeper. Ask the right questions.” Start Before You’re Ready No logistics knowledge. No exporting experience. No roadmap. Just belief. “You can do that when you’re young. At 57, I don’t think I’d make that same decision!” Sometimes naivety is your greatest asset. Protect Your Core Community When discounting threatened salon partners, Tracy made a principled (and costly) stand. “We have a responsibility to support them. They can’t compete with big businesses discounting their brands.” Business is about money — but it must go beyond money. BEST MOMENTS “I drove from London to Devon to see one person… and drove back again.” - Tracey “He was the pioneer. The first Vitamin A skin care brand. The first antioxidant sunscreen.” - Tracey “We wanted to protect the therapists. That was our mission from day one.” - Tracey “We cry, we laugh, we’re amazed. The results therapists achieve are overwhelming.” - Tracey 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. This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan interviews Alex Belisle Springer, the global content creator for Phorest Salon Software and co-host of the Phorest FM podcast. Alex shares his unique journey from a sound recording background to becoming a key figure in the beauty industry, highlighting his experiences at the recent Phorest Summit, which saw record attendance. The conversation delves into the evolution of the podcast, the importance of human connection, and the impact of storytelling in the industry. Alex reflects on his personal growth over the past decade with Phorest, the challenges faced during the pandemic, and the exciting future of the podcast as it aims to amplify community voices and foster connections across the globe. KEY TAKEAWAYS Personal Growth Through Adversity: The journey shared highlights how personal loss can lead to significant life changes, prompting individuals to reassess their career paths and seek new experiences, such as traveling and exploring new opportunities. Importance of Community and Connection: The podcast emphasizes the value of human connection within the beauty industry, showcasing how sharing stories and experiences can foster relationships and support among professionals. Evolution of Content Creation: The transition from a traditional marketing role to a focus on podcasting and educational content illustrates the adaptability required in the industry. The podcast has evolved to include diverse voices and stories, enhancing its relevance and reach. Commitment to Education: The development of the Phorest Academy and various masterclasses reflects a dedication to providing valuable educational resources for salon owners and professionals, blending practical business insights with industry-specific knowledge. BEST MOMENTS "What I love is that the company has never lost that connection... it’s going to be a really special second episode that we do." - Susan "In 2015, I got a call from my half sister... she said they were in a car accident and they didn’t make it." - Alex I think podcasting would be a really good channel to add... it’s easy to just pop headphones in and multitask." - Alex "I can just imagine you telling Ronan all of this and he'd just be like, yeah, he's just like... he just takes it all in his stride." - Susan 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 recognised 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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters SPONSOR https://www.phorest.com/ https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Lara Waldman, the renowned wealth activator and author, to discuss her transformative journey from struggling actress to successful healer and wealth coach. Lara shares her personal experiences of overcoming depression, trauma, and financial challenges, emphasising the importance of listening to one's body and intuition. The conversation delves into the concept of manifestation mastery, exploring how to identify and clear blocks to wealth and abundance. Listeners will gain insights into the significance of feeling safe in their healing journey and the interconnectedness of various aspects of wealth, including financial, emotional, and spiritual well-being. KEY TAKEAWAYS Spiritual Awakening and Healing Journey: The journey into wealth creation began with a spiritual awakening at a young age, leading to a deep understanding of healing and energy work. This experience highlighted the importance of addressing emotional and mental health issues as foundational to creating wealth. Visibility and Value Blocks: Many individuals, including those in the healing profession, struggle with visibility and undervaluing their services. Overcoming these blocks is crucial for personal and professional growth, as it allows individuals to confidently share their gifts and charge appropriately for their work. Pain as a Pathway to Prosperity: Challenges and pain can serve as catalysts for growth. By navigating through difficulties, individuals can uncover deeper insights about themselves and their desires, ultimately leading to greater clarity and success in manifesting their goals. Holistic Definition of Wealth: Wealth encompasses more than just financial abundance; it includes spiritual, emotional, and relational aspects. A balanced approach to wealth involves nurturing all areas of life, ensuring that financial success is accompanied by fulfillment and connection. BEST MOMENTS "I had a spiritual awakening when I was 18... I was really depressed... my body started shutting down and in that I started seeking." - Lara "What I started to see and develop the skill of understanding how to transform any pain, problem, challenge or obstacle guided by your higher self." - Lara "We can create very fast results... but I'm in the game of like long-term foundational wealth." - Lara "If you're waiting for someone to apologize to you or someone to acknowledge what happened, it can leave you really stuck and devastated." - Susan 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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

You wouldn’t ignore a client standing at your reception desk, yet so many businesses unknowingly ignore potential clients online. We are all glued to our phones, but are you actually reaching your customers where they spend their time? Paul Green, a former commercial airline pilot turned marketing funnel expert, joins the show to dismantle the myth that automation makes you robotic. In fact, it might just be the most human thing you can do for your business. We dive deep into why email open rates are plummeting while WhatsApp is seeing a massive 98% engagement rate. Paul shares his incredible pivot from the cockpit to the boardroom (via some Lego bricks) and explains why you no longer have to be the best business in town—you just have to be the fastest. If you are tired of chasing leads or feel guilty about not replying to messages at 9 pm, this conversation is the permission slip you need to start working smarter. KEY TAKEAWAYS The 5-Minute Rule: Responding to a new enquiry within five minutes makes you 100 times more likely to convert that lead into a paying customer. Speed is the new currency of trust. Automation is Service: Just like an autopilot serves the passengers by freeing up the pilot, marketing automation serves your clients by giving them instant answers, regardless of the time of day. The "Shoe Shop" Analogy: If a customer walked into a shop and no one greeted them, they would leave. Your website is the same; if you don't engage visitors immediately via chat or WhatsApp, they will bounce to a competitor. WhatsApp vs. Email: With email open rates hovering around 20%, WhatsApp offers a direct, uncluttered line of communication that clients actually trust and check. Confirmation, Not Discovery: By the time a client lands on your website, they have usually made their buying decision. They are simply looking for confirmation and a quick way to book. MEMORABLE QUOTES "You no longer have to be the best, you just have to be the fastest. The fastest wins every time." "An autopilot serves passengers first and pilots second. We can use automation to serve the customer... to make the customer's life easier, better, more exclusive, and more VIP." "People go to the high street when they’ve made their buying decision. All they’re looking for is confirmation." "If you can respond within five minutes, you are 100 times more likely to turn them into a customer." "It’s not about being a robot; it’s about being the most helpful person in the room." GUEST LINKS Paul Green & Client Funnels - clientfunnels.co.uk  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 This Podcast has been brought to you by Disruptive Media.  https://disruptivemedia.co.uk/

Susan welcomes back entrepreneur Lara Morgan for a deep dive into the intersection of wellness, mental health, and entrepreneurship. Lara shares her journey from founding Pacific Direct to her current venture, Scented, which focuses on using fragrance to enhance well-being. The conversation explores the importance of mindfulness, the power of scent, and the role of personal experiences in shaping business ideas. Lara emphasises the significance of creating products that not only serve a purpose but also foster emotional connections, drawing on her own life lessons and the influence of her family. With insights on entrepreneurship, self-care, and the value of community, this episode is a rich resource for anyone looking to blend business with a meaningful mission. KEY TAKEAWAYS Wellness and Mental Health Focus: The discussion emphasises the importance of wellness and mental health, highlighting how products like scented balms can positively influence mindset and emotional well-being. Serendipity in Business: The creation of the brand Centred was a result of serendipitous encounters and ideas, illustrating how unexpected opportunities can lead to meaningful business ventures. Value of Experience Over Materialism: The conversation reflects a shift towards valuing experiences and personal connections over material possessions, advocating for a simpler, more meaningful lifestyle. Empowerment and Confidence: There is a strong message about the importance of self-belief and empowerment, particularly for women in business, encouraging them to prioritise their needs and assert themselves in professional settings. BEST MOMENTS "I think maybe we've come too far in some cases where sometimes actually we do have to suck up that not every day is a happy day, not every day is a perfect day in life." - Lara "The point is, is I want, in the end, a child to have, in their pencil case, an I-can-balm, an I-will-balm, not I-shant-balm." - Lara "I think it's getting the concept over to someone and demonstrating, but also I think... it's the association with something like gummies gone, whereas with something like this, it associates you back to when you bought it." - Susan "I want to do something that's affordable, accessible wellness to everybody so that somebody who needs a touch of kindness can afford it." - Lara 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

In this episode of Beauty Business Matters, Susan sits down with celebrity, multi-award-winning facialist William Foley to explore his inspiring journey through the beauty, aesthetics, and wellness industry. From starting out in fitness and holistic therapy to working with global luxury brands like ESPA and Rodial, and now running his own highly successful clinic and skincare brand, William shares the real story behind building a standout career in a competitive industry. They discuss the realities of spa life, working on counter in Harvey Nichols and Selfridges, navigating sales targets, entering and winning major industry awards, building a celebrity client base, and creating a simplified four-step skincare range focused on skin barrier health. This is a powerful, honest conversation about ambition, resilience, personal branding, and staying true to your values in business. KEY TAKEAWAYS William began his career in fitness, wellbeing, and sports science before training in holistic therapy and beauty around 17 years ago. His early career included working in spa environments, which opened his eyes to the physical demands of back to back massage treatments. His first major role was with ESPA at Harvey Nichols in Manchester, where he received extensive brand training and entered the luxury retail world. He was later recruited by Rodial into a national skin specialist role across Harvey Nichols, Harrods and Space NK. Working on counter taught him high level consultation skills, communication, and how to work under retail sales targets. BEST MOMENTS “I had this thing in my head where I thought I want to get into working in a beautiful spa in the countryside. And this was my idea of what was happening in my mind. Wasn’t the truth.” - William “I remember having my first spa job and they booked me in like 12 full bodies in the day. I was thinking I’m going to pass out.” - William “If you can sell in that kind of environment and sell high end in that environment then you know you’ve cracked it really.” - William “It all looks glamorous but behind the scenes of what you’ve got to do, showing up for yourself and performing in clinic, it’s a monster in itself.” - William 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 Advanced Skincare clinic of 35 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. USEFUL LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Susan engages in an inspiring conversation with entrepreneur Lara Morgan, who shares her remarkable journey from founding Pacific Direct, a company that grew to a £20 million global enterprise, to her current role as an investor in various brands. Lara reflects on her unique upbringing, the influence of her entrepreneurial parents, and the lessons learned from her early experiences in business. She discusses the importance of resilience, personal connections in sales, and the value of having a focused business strategy. The episode also touches on Lara's commitment to making a positive impact in the world through her investments, particularly in wellness and mental health initiatives, showcasing her passion for innovation and community engagement. KEY TAKEAWAYS Resilience and Persistence: Building a business requires determination and the willingness to face rejection. The journey involves making numerous outreach attempts, with the understanding that success often comes after many failures. Importance of Personal Connection: Engaging with customers through personal interactions is crucial. Relying solely on digital communication can hinder relationship-building and customer loyalty. Focus on Niche and Expertise: Specialising in a specific area and becoming an expert can lead to greater success. Trying to cater to everyone can dilute a brand's identity and effectiveness. Value of Team and Trust: A strong, trustworthy team is essential for business growth. Empowering employees and fostering a culture of collaboration can lead to better outcomes and loyalty. BEST MOMENTS "I started my own company when I was 23 because needs must. It was a 1991 recession, and I didn't even know what that was." - Lara "You can't build a business without speaking to people, and you were always learning on the way." - Lara "People hide behind emails and social media, but it's still not the same as speaking to someone and physically having a conversation." - Susan "If you deliver on your promise and you're still willing to get your hands dirty, others will follow." - Lara 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 Advanced Skincare clinic of 35 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. USEFUL LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Susan shares her exciting plans for 2026, including her move to Mallorca and the launch of a new mastermind program designed for salon and clinic owners looking to elevate their businesses. Susan discusses the importance of having a clear vision and strategy, emphasising the unique elements of her mastermind that combine one-on-one coaching with group collaboration. She explains her trademarked stable business formula, which focuses on creating a scalable and saleable business, and highlights the transformative results her clients have achieved. Listeners will gain insights into the significance of clarity in business, the benefits of community support, and how to create a business that aligns with their lifestyle and aspirations. Podcast Offer to win £2000 worth of business support with Susan from this link ⁠https://marketing.susanroutledge.com/beautydirectormasterclass-waitlist⁠ KEY TAKEAWAYS Vision First Approach: Establishing a clear vision is crucial for business success. Without it, businesses can become chaotic, and owners may struggle to articulate what they truly want. Mastermind Program: A new mastermind program is being launched to support salon and clinic owners looking to elevate their businesses. This program combines one-on-one coaching, group sessions, and a structured framework to help participants achieve their unique business goals. Stable Business Formula: The stable formula, which stands for Systems, Trust, Adaptability, Branding, Links, and Education, is designed to create a balanced and scalable business. Work-Life Balance: The importance of creating a business that fits into one's lifestyle is emphasised. Business owners should not feel trapped by their businesses; instead, they should design their operations to allow for personal freedom and well-being. BEST MOMENTS "The mastermind is predominantly for salon owners, clinic owners, aesthetic clinic owners who have already created a business and want to take it to the next level." - Susan "Without a vision, you're just creating chaos quite often. You need to have that clarity." - Susan "You can literally create what you want. I work with a business where the salon owner works on their own, one week on, one week off." - Susan "You are not your business. Your business has to be something that just funds your lifestyle and creates and enhances the life that you want to live." - Susan 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 Advanced Skincare clinic of 35 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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

https://hairandbeautycharity.org/ Susan is joined by Sarah Hashim and Natalie Merola from the Hair and Beauty Charity. They discuss the vital work the charity does to support individuals in the hair and beauty industry who are facing financial crises due to circumstances such as illness, domestic abuse, or homelessness. The conversation highlights the charity's commitment to not only assist the affected individuals but also to provide support for their children, ensuring they have a sense of normalcy during tough times. Sarah and Natalie share insights into the application process for assistance, the various fundraising efforts, and the importance of community support. With nearly 190 years of history, the charity continues to adapt and thrive, making a significant impact on the lives of those in need within the industry. KEY TAKEAWAYS Purpose of the Charity: The Hair and Beauty Charity provides financial assistance and support to individuals in the hair and beauty industry who are facing personal hardships, such as domestic abuse, illness, or homelessness. Support for Families: In addition to helping individuals, the charity also supports their children by providing pocket money, school holiday costs, and gifts for birthdays and Christmas, ensuring that children feel as normal as possible during difficult times. Funding Sources: The charity relies on corporate sponsorships, donations of surplus stock from industry partners, and fundraising events, such as raffles and exhibitions, to generate the funds necessary to support its beneficiaries. Application Process: Individuals can apply for assistance through a detailed application process, which is reviewed confidentially. Help can often be provided quickly, sometimes as soon as the next day after a case is presented. BEST MOMENTS "We help professionally trained industry people... when they come to us in financial crisis." - Natalie "It's really when someone has been in our industry and then for no fault of their own can't work for them." - Sarah "We provide supermarket vouchers... to take that stress off families." - Natalie "I think we're the best kept industry secret... we need to reach beauticians in salons, in towns, in, you know, everywhere throughout the UK." - Sarah 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Artur Szelwach, affectionately dubbed the "king of sterilisation." The discussion delves into the critical yet often overlooked topic of sterilisation in the beauty industry. Arta shares his journey into the world of sterilisation, highlighting the importance of hygiene and safety standards in salons. They explore the differences between sterilisation and disinfection, the effectiveness of various sterilisation methods, and the innovative design of the ProClaves, which not only ensures safety but also serves as an aesthetically pleasing feature in salons. The episode emphasises the need for beauty businesses to adopt higher standards of sterilisation to stand out in a competitive market, ultimately enhancing client trust and safety. KEY TAKEAWAYS Importance of Sterilisation: Sterilisation is crucial in the beauty industry to ensure the safety of clients and staff. It goes beyond basic disinfection, as some bacteria can survive standard cleaning processes. Autoclave Benefits: The ProClaves is designed to be aesthetically pleasing and compact, allowing it to be displayed in salons rather than hidden away. It offers effective sterilisation while being cost-effective in terms of water usage. Client Education: Showing clients sterilised tools in pouches and explaining the sterilisation process can enhance trust and loyalty. Clients appreciate knowing that their safety is prioritized. Training and Standards: There is a need for ongoing education in sterilisation practices within the beauty industry. Training programs can help professionals understand the importance of proper sterilisation and how to implement it effectively. BEST MOMENTS "I think not only for, you know, the purpose of anyone from the industry, this is going to be hugely beneficial, but as well just in general." - Susan "The difference is between most of the time, actually, we've seen people think that disinfection is the most official way to remove all of these bacteria, viruses from the businesses." - Artur "To be sure that we are following the correct procedure and obviously to feel 100% safe, the solution is only sterilisation." - Susan "I think that having like, and being able to prove that you've got these sterilisation processes in place is one way of like really making you stand out above the others." - Susan 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan Routledge welcomes Helen Portman Brooks, known as the Beauty Brand Connector. Helen shares her unique journey from beauty therapist to freelance business development manager and trainer, highlighting her passion for connecting smaller brands with industry professionals who need their products. The conversation delves into Helen's early career, her transition into sales, and the importance of community and collaboration within the beauty industry. She emphasises the significance of trusting one's instincts and the value of surrounding oneself with supportive peers. Listeners will gain insights into the evolving landscape of beauty entrepreneurship and the importance of personalised approaches in business development. KEY TAKEAWAYS Trust Your Instincts: It's important to listen to your gut feelings when making career decisions. Following your instincts can lead to unexpected and fulfilling paths. Embrace Community: Surrounding yourself with a supportive network is crucial. Collaboration and connection with others in the industry can provide valuable insights and encouragement. Flexibility in Business: The ability to adapt and be flexible in your work schedule allows for a better work-life balance. It's essential to prioritise personal time while managing business responsibilities. Tailored Business Solutions: Each salon or beauty business is unique, and it's vital to customise solutions based on their specific needs rather than adhering to a one-size-fits-all approach. BEST MOMENTS "I think trusting your gut instinct is a big one... It's all just been, you know, I've turned left instead of turning right. You know, I should have been turning right every time and I've gone left for some reason and it's worked." - Helen "I always like to say, you know, there's enough work for everyone. You can help everyone... It's just, and, you know, you can help everyone." - Susan "I think there's more of a pull back to being connected with people than ever before. And people are really needing it more, more so than ever." - Helen "I want it to be a success for the brand, for the business and for my own brand as well. So it's really important that we get it right." - Helen 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan sits down with Sarah, a resilient entrepreneur and cancer survivor, to discuss her remarkable journey through the beauty industry and her battle with ovarian cancer. Sarah shares her experiences of starting a mobile beauty business at just 19, the challenges she faced during the COVID-19 pandemic, and the life-altering diagnosis that forced her to re-evaluate her priorities. As they delve into the importance of mindset, self-care, and the power of slowing down, Sarah emphasises the significance of listening to one's body and the transformative impact of meditation and visualisation. With a focus on helping others navigate their own health journeys, Sarah now offers coaching and holistic treatments, aiming to empower individuals facing cancer and stress. This episode is a heartfelt reminder of the strength of the human spirit and the importance of nurturing both mental and physical well-being. KEY TAKEAWAYS Slowing Down is Essential: Taking time to slow down and breathe is crucial for mental and physical well-being. It allows individuals to become present and avoid getting lost in overwhelming thoughts or stress. Mindset Matters: Identifying with wellness rather than illness is vital. The messages we tell ourselves can significantly impact our health, and maintaining a positive mindset can aid in healing. Importance of Self-Love: Practicing self-love and self-validation is necessary for overall health. It's important to prioritize personal well-being and recognise when to take a step back for self-care. Holistic Approaches to Health: Integrating practices such as meditation, breathwork, and touch therapy can help reset the nervous system and improve immune function, benefiting both mental and physical health. BEST MOMENTS "COVID for me was a bit of a lifesaver... I was in fight flight... I was very much in my masculine energy. It was just life, you know? That was how it was." - Sarah "You do have to listen to your body because I think if you don't, your body at some point will stop you." - Susan "I see having cancer now as my greatest gift... it really taught me how to live life differently." - Sarah "96% of salons will turn people away when they're actually facing a cancer diagnosis... How shit is it when you need someone to go into a salon and say, can I have a massage?" - Sarah 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Vicky Hendry, the chair of the British Institute and Association of Electrolysis (BIAE) and owner of the clinic Face Up. They delve into Vicki's extensive career in the beauty industry, exploring her journey from her early days in beauty therapy to her current role in promoting electrolysis, a treatment that has been around for 150 years. Vicki shares her insights on the importance of continuous professional development, the challenges faced during the COVID-19 pandemic, and the rewarding nature of electrolysis in transforming clients' lives. The conversation highlights the significance of professional bodies in maintaining high standards within the industry and offers valuable advice for practitioners, emphasising the need to trust one's instincts, continually review business practices, and value one's expertise. KEY TAKEAWAYS Electrolysis as a Lifelong Career: Electrolysis has been a significant part of the beauty industry for 150 years, yet it is not included in standard beauty therapy curricula. This highlights the need for ongoing education and specialisation in this field. Personal Journey and Adaptability: The journey into the beauty industry can be non-linear, with many professionals, like Vicky, transitioning through various roles before finding their niche. This adaptability is a unique aspect of the beauty industry, allowing individuals to explore different paths. Importance of Professional Development: Continuous professional development (CPD) is crucial for practitioners. Membership in professional bodies, such as the BIAE, provides access to resources, training, and a supportive community, which can enhance skills and knowledge. Client-Centered Approach: Electrolysis can significantly impact clients' lives, especially those dealing with unwanted hair. Practitioners should focus on building a partnership with clients, understanding their needs, and providing tailored advice to improve treatment outcomes. BEST MOMENTS "I think it's the sort of industry that very often people stumble into or discover." - Vicky "Electrolysis is something that is life-changing to a client, patient and also for a practitioner is something that is so worthwhile and satisfying to do." - Susan "Always pay attention to your gut. It really isn't wrong." - Vicky "I decided to move premises, which was a horrendous experience... but it was a case of, oh my God, what next?" - Vicky 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Susanne Webb from the Skin Blemish Removal Clinic, who shares her remarkable journey in the beauty industry. With over 30 years of experience, Susanne discusses her unique approach to business, thriving without social media and relying solely on local magazine advertisements and word-of-mouth referrals. She delves into her passion for advanced cosmetic procedures, emphasising the life-changing impact her work has on clients struggling with skin blemishes. The conversation also touches on the importance of seeking advice, believing in oneself, and the joy of giving back to the community through school visits. Listeners will be inspired by Susanne's dedication, artistic flair, and the personal connections she fosters with her clients. KEY TAKEAWAYS Success Without Social Media: Building a thriving business without relying on social media is possible. Instead, utilising traditional advertising methods, such as local magazines, can effectively attract clients. Personal Connection: Establishing a personal connection with clients through direct communication, such as phone calls, allows for a better understanding of their needs and creates a more comfortable environment for discussing sensitive issues. Passion for Specialisation: Focusing on a specific area of expertise, such as advanced cosmetic procedures, can lead to greater success and fulfillment in one's career. This specialisation can also help in building a loyal client base. Value of Advice: Seeking and valuing advice from experienced individuals in the industry is crucial. Listening to others' insights can provide valuable guidance and help navigate challenges in business. BEST MOMENTS "I don't do any social media whatsoever, and I never have. The only way that I actually advertise my business is through a little magazine." - Susanne "I believe that electrolysis was the foundation to all of my next steps, because without electrolysis, you haven't got the finesse and dexterity of your fingers." - Susanne "It's amazing how that has... worked phenomenally in your favour, hasn't it? And now you've got like a wait list for the work that you do." - Susan "If you can say that I change people's lives, it's not really me, it's the technique. Very, very often changes people's lives." - Susanne 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan brings together insightful clips from various guests, highlighting their unique journeys and experiences in the beauty industry. The episode features David Alpert from IIAA, who shares the inspiring story of how he and Tracy built their skincare brand, Environ, from humble beginnings in South Africa to becoming a significant player in the UK market. Vicky Ross discusses the importance of mindset and the impact of stress on our lives, while Jaxon Feeley offers a powerful perspective on navigating transitions and vulnerability, particularly in challenging environments. Nergish Wadia Austin emphasises the significance of high standards in the beauty industry, drawing from her extensive experience at Harrods. Finally, Samuel and Samantha Sweet from Sweet Squared share their journey of building a successful business rooted in customer care and community. KEY TAKEAWAYS Journey of Entrepreneurship: David Alpert shares the story of how he and Tracy started their business in the UK with very little money and no connections, emphasising the importance of determination and resilience in building a successful company from humble beginnings. Mindset and Stress Management: Vicky Ross discusses the difference between eustress (positive stress) and distress (negative stress), highlighting the importance of focusing on solutions rather than worrying about problems. She emphasises that stress is often a future-oriented emotion and encourages listeners to be present and proactive. Vulnerability and Connection: Jaxon Feeley reflects on his experience transitioning in a male-dominated prison environment, stressing the significance of having difficult conversations and being open about vulnerabilities. He believes that sharing personal struggles can foster understanding and connection among individuals facing their own challenges. BEST MOMENTS "We like to think of the people that work there as part of the family and the people that we work with externally as part of our community." - David "Stress is an emotion of the future. If you could spatially place it, why do you not pay attention to it in this moment?" - Vicky "Whenever you go through a transition in life, it doesn’t just affect you; it affects everyone around you." - Jaxon "Education in the industry is critical. It’s ongoing education that sets the standards." - Nergish "I wanted people to call and feel like they were getting a bit of love and respect." Samuel 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

In this special anniversary episode of Beauty Business Matters, Susan reflects on a year filled with inspiring stories and valuable insights from industry experts. The episode features highlights from interviews with notable guests such as Arif Isikgun, who shares his transformative journey in the beauty industry, and Josh Yardley, whose first client was Princess Diana. Listeners will also hear from Pauls Clipsham about the resilience of salon owners during the pandemic, and Mark Maloney discusses the evolution of Professional Beauty. The episode culminates with a look back at the very first guest, Ronan Percival from Phorest Software, who emphasises the importance of passion and innovation in business. KEY TAKEAWAYS Diverse Journeys in the Beauty Industry: Each guest shared unique experiences and paths within the beauty industry, highlighting that there are many ways to succeed and grow, whether through retail, education, or entrepreneurship. Resilience During Challenges: The impact of the pandemic was a common theme, with many guests discussing how they adapted and found opportunities for growth during difficult times, emphasising the importance of resilience in the beauty business. Importance of Customer Relationships: Building strong relationships with clients is crucial in the beauty industry. The bond formed between beauty therapists and clients is unique and essential for business success. BEST MOMENTS "I fell in love with the art of transformation. Beauty products make you feel a certain way, and I wanted to find natural solutions instead of going down the route of medication." - Arif "My first ever customer was a new fancy club called the Harbour Club in Chelsea, and Princess Diana was the first number one member. That gave me a little bit of leverage." - Josh "Lockdown was so tough for so many people. And yet, for me, it's the best thing that ever happened. It gave me time to reflect and magnified my business direction." - Paula "At its best, the salon sector has a real care about their customers and their teams, combined with savvy business practices. We need to shout that more." - Mark "If you're in love with the business, you're going to be more enthusiastic and willing to improve it. That energy attracts customers and motivates your team." - Ronan 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes AI strategist Marnie Wills, an expert in the field of artificial intelligence and its applications in business. Marnie shares her inspiring journey from being an international athlete to becoming a successful entrepreneur and AI strategist. The conversation delves into the transformative power of AI, discussing practical ways to leverage AI tools like ChatGPT and Jasper for business growth and efficiency. Marnie emphasises the importance of using AI as a collaborative partner rather than a mere tool, encouraging listeners to create personalised AI systems that enhance their productivity. With actionable tips and insights, this episode is a must-listen for anyone looking to navigate the evolving landscape of AI in their industry. KEY TAKEAWAYS AI as a Second Brain: Utilise AI tools like ChatGPT not just as a writing assistant but as a second brain that can help brainstorm ideas, generate content, and provide insights based on your expertise and input. Creating AI Projects: Set up specific AI projects tailored to your needs. This involves organising relevant documents and providing clear instructions to the AI, which can enhance its ability to assist you effectively. Continuous Learning: Embrace a mindset of continuous learning and adaptation. Regularly engage with AI tools, listen to podcasts, and explore new features to stay updated on the rapidly evolving landscape of AI technology. Collaboration with AI: Approach AI as a collaborator rather than a replacement. By working alongside AI, you can enhance your creativity and efficiency, allowing it to handle repetitive tasks while you focus on strategic decision-making. BEST MOMENTS "I think it's really important that we ask our large language model... what your perspective is, or any stories related to an outcome that it's told you to write about." - Marnie "AI content is expected. So I don't think that's an issue, but I think you would probably agree, you don't want to read boring AI stuff all the time." - Marnie "I think learning from someone who is a true expert, who can like sort of be ahead of that curve kind of thing, is just so valuable." - Susan 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters Connect with Marnie - https://www.linkedin.com/in/marnie-wills-entrepreneur?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app https://stan.store/business_with_ai_strategist Download Free Resources - This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Natalie Jackson, the 2025 Professional Beauty Electrologist of the Year at NJ Skin Clinic. Natalie shares her inspiring journey into the world of electrolysis, detailing her initial reluctance towards the discipline during her training in beauty therapy, which began in 1989. As she recounts her experiences, Natalie highlights the transformative power of advanced cosmetic procedures and the profound impact they can have on clients' self-esteem. The conversation delves into the evolution of her career, from working in a salon to establishing her own business, and the challenges she faced along the way, including balancing motherhood with her professional aspirations. With a focus on the importance of specialisation and high standards in the beauty industry, Natalie discusses her commitment to continuous learning and her passion for helping others. KEY TAKEAWAYS Journey into Electrolysis: Natalie's career in beauty therapy began in 1989, where she initially struggled with electrolysis but eventually fell in love with the profession, particularly the impact it had on clients' self-esteem. Specialisation and Expertise: Over the years, Natalie has specialized in advanced cosmetic procedures, particularly in electrolysis, which has become increasingly popular as an alternative to laser treatments. Her focus on this niche has established her as a trusted expert in the field. Client Impact: The transformative effect of her work on clients is a significant motivator for Natalie. She shared poignant stories of clients whose self-esteem improved dramatically after receiving treatment for conditions that affected their appearance. BEST MOMENTS "I think when you become good at something, you then start to love it, you know, and that's what happened." - Natalie "Electrolysis is one of beauty's best kept secrets, you know, it's such a skill." - Natalie "It's finding someone that's hard because there aren't many of us that have done that advanced training or have the years of experience." - Susan "I think specialising, it's like a secret power, really. It's scary to do, but you can't live your life for other people." - Natalie 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

DESCRIPTION Susan welcomes the incredibly special guest James Knight, the founder of IMA, a universal colour-based language designed to help people connect and understand one another better. Celebrating 50 years since its founding, James shares the fascinating origin story of iMA, which grew from his time at the Dale Carnegie organization and his desire to effectively "look at things from the other person's point of view". He breaks down the four IMA High Colours (Blue, Green, Red, and Yellow) and how identifying a person's core colour is the key to their systematic comfort zone, influencing their thinking, decisions, emotions, and expectations. Discover how IMA, despite its simplicity, is a powerful tool with global reach for building peak performance teams, enhancing relationships, and reducing stress by helping people connect with the 75% of the world on a different "wavelength". KEY TAKEAWAYS IMA is a universal colour-based language created by James Knight to help people connect and communicate more effectively. The system was born from James's early career at Dale Carnegie, where he sought a way to apply the principle of "look at things from the other person's point of view". Despite 8 billion people on the planet, there are only four "comfort zones," or IMA High Colours, which determine a person's most comfortable way of thinking, deciding, and managing emotions. The acronym IMA stands for Identify the colour, Modify the message, and Adapt the treatment (or Appreciate the differences). The beauty industry is noted to have a high tendency of High Blue individuals due to their nurturing side and brilliance in being great listeners and devoted friends. BEST MOMENTS "My job was to organize classes for the Dale Carnegie courses for their public speaking course... Rule number one of How to Win Friends and Influence People is to become genuinely interested in others." "Although there are some now 8 billion people on the planet, there are not 8 billion comfort zones. There are only four..." "People tell me the reason they like I'm a is because it's simple, but it goes deep. It's got universal applications and it's got a global reach to it as well." "The bad news is, 6 billion people on the planet are on a different wavelength than us. And when people are different, they have trouble connecting..." 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Maria Rylett-Byrd, a renowned corneotherapy consultant, to discuss the fascinating world of corneotherapy and its significance in skin health. Maria explains that corneotherapy focuses on preserving the epidermis and its function, emphasizing the importance of protecting the skin barrier. She shares her journey from traditional beauty therapy to specializing in skin health, highlighting the evolution of the industry and the need for a holistic approach to skincare. The conversation delves into the origins of corneotherapy, its scientific foundations, and the role of education in empowering therapists to make informed decisions for their clients. Maria also discusses her role as Madam Chair of the International Association for Applied Corneotherapy and the importance of community in advancing this field. KEY TAKEAWAYS Understanding Corneotherapy: Corneotherapy focuses on the skin's outer layer, the epidermis, and aims to preserve its function and barrier. It emphasises the importance of maintaining healthy corneocytes, which are essential for skin barrier integrity. Holistic Approach to Skin Health: A holistic perspective is crucial in treating skin issues. Factors such as gut health, stress, and topical treatments all play a role in skin conditions, and addressing the root causes is essential for effective treatment. Community and Support: Building a community of like-minded professionals is vital for advancing corneotherapy. The establishment of associations and networks helps therapists connect, share knowledge, and support each other in their practice. BEST MOMENTS "It does seem to be moving generally more towards that... health and wellness... rather than just being like treatment focused." - Susan "If you can't justify the action, then maybe the skin doesn't need it in the first place. So it becomes a whole, it puts the power back into the therapist's hands." - Maria "The whole ethos is about caring for skin the right way, intelligently. So actually it's for every skin." - Maria 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan sits down with Stephanie Podmore, the owner of Escape Beauty and Skin, to explore her unique journey into entrepreneurship. Stephanie shares her transition from aspiring sports professional to successful salon owner, detailing the challenges she faced, including navigating motherhood and the impact of COVID-19 on her business. The conversation delves into the importance of understanding financials, nurturing client relationships, and fostering a supportive team environment. Stephanie emphasises the significance of involving her staff in decision-making and how this approach has led to a thriving business culture. With insights on personal growth and resilience, this episode is a testament to the power of passion and dedication in the beauty industry. KEY TAKEAWAYS Understanding Numbers is Crucial: Gaining a clear understanding of financial metrics and margins is essential for running a successful business. This knowledge helps in making informed decisions about pricing and managing expenses. Nurturing Client Relationships: Building strong rapport with clients is vital. Providing personalised experiences, such as offering upgrades or thoughtful gestures, enhances client satisfaction and loyalty. Team Involvement in Decision-Making: Involving team members in business decisions fosters a sense of ownership and responsibility. This collaborative approach not only boosts morale but also aligns individual goals with the overall objectives of the business. Adaptability and Mindset: Embracing change and maintaining a positive mindset during challenging times is important. Learning from experiences and being open to new strategies can lead to growth and improvement. BEST MOMENTS "I would hate for someone to work for me that didn't want to be there." - Stephanie "I never went to uni in the end. I did my level two and my level three." - Stephanie "I honestly, up until when I left, I had a bit of a tricky birth with Bonnie." - Stephanie "It's really not healthy for someone to stay with you if they've got aspirations to do something." - Susan 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Nikki Madani, the founder of Hypo21, a revolutionary skincare product that has garnered acclaim across the beauty industry. Nikki shares her unique journey from a successful career in dentistry to creating a product that addresses the need for effective aftercare in aesthetic treatments. With a background in dental nursing and a passion for entrepreneurship, Nikki discusses the science behind Hypo21, which utilizes hypochlorous acid, a natural compound produced by our own bodies, to promote healing and protect the skin. The conversation delves into the extensive research and development process that led to the creation of Hypo21, its various applications for skin conditions, and its suitability for all ages, including babies. Nikki emphasises the importance of using professional-grade products and shares insights on how Hypo21 can enhance skincare routines and support overall skin health. This episode is a must-listen for anyone interested in innovative skincare solutions and the entrepreneurial spirit behind them. KEY TAKEAWAYS Background in Dentistry: Nikki transitioned from a successful career in dentistry, where she worked her way up from a dental nurse to practice management, to the beauty industry, driven by a desire to create effective aftercare products for aesthetic treatments. Hypo21 Product Development: The idea for Hypo21 emerged from Nikki's experience in dental aesthetics, where she noticed a lack of aftercare solutions for procedures like Botox and fillers. This led to the development of a unique hypochlorous acid formulation that is safe and effective for skin healing. Unique Filtration System: Hypo21's formulation is distinguished by its unique filtration system, which took five years to develop. This system ensures the product remains pure and stable without the addition of harmful chemicals, making it suitable for various skin conditions and even for use on babies. BEST MOMENTS "I wanted to create something that the dental world could give or aesthetic world could give as an aftercare." - Nikki "I just love the fact that you are supporting and helping everyone so well as well." - Susan "Hypochlorous is what our own white blood cells produce to protect and heal us on the inside." - Nikki 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters Website: www.hypo21.co.uk Phone: 01923 222296 WhatsApp: 07710 885 916 This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan interviews Rebecca Elsden, the first author featured since the release of the bestselling book "Beauty and the Best 3." Rebecca shares her inspiring journey in the beauty industry, starting from her childhood passion for beauty to overcoming challenges in her career, including the impact of the pandemic on her business. She discusses her transition from working in salons to establishing her own successful clinic, ReSkin, and emphasises the importance of being proud of one's achievements. The conversation highlights the significance of social media in building a brand, the value of continuous learning, and the drive to push beyond comfort zones to achieve success. KEY TAKEAWAYS Embrace Challenges: Being thrown into challenging situations can lead to rapid learning and growth. Real-world experience often teaches more than formal education. Passion and Specialisation: Finding a specific area of passion within the beauty industry, such as skin care, can lead to greater fulfillment and success. Specialising allows for deeper expertise and better service. Utilise Social Media Effectively: Engaging with clients through social media, especially live videos, can significantly enhance visibility and connection. Consistency and authenticity in content can build trust and attract new clients. Celebrate Achievements: It's important to acknowledge and promote personal and business achievements, such as awards and recognitions. This not only boosts confidence but also helps in standing out in a competitive market. BEST MOMENTS "If you can't be proud of yourself, how do you expect anyone else to be proud of yourself?" - Rebecca "I think sometimes when you are thrown in, it is the best way." - Rebecca "You’ve got to be proud of yourself for where you’ve got to." - Rebecca "I think it’s about organisation. If anything teaches you to be organised, it’s having twins." - Rebecca 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes brand and vision expert Jojo Smith from CreativSAS. The conversation dives deep into the critical distinction between "brand" and "branding," emphasising that true branding goes beyond visuals to encompass values, personality, and emotional connection. Jojo shares her inspiring backstory, detailing her journey from the corporate world to becoming a successful entrepreneur, and highlights the importance of self-awareness and authenticity in building a lasting brand. The episode also explores how businesses can create a sense of belonging for their teams and clients, ultimately leading to a more sustainable and impactful brand legacy. With a mix of personal anecdotes and practical advice, Jojo's passion for branding shines through, making this episode a must-listen for anyone looking to elevate their business. KEY TAKEAWAYS Understanding Brand vs. Branding: There is a crucial distinction between a brand and branding. A brand encompasses the core values, beliefs, and personality of a business, while branding refers to the visual elements like logos, colors, and fonts. Many people mistakenly equate the two, thinking that having a logo means they have a brand. The Importance of Self-Awareness: Self-awareness is essential for business owners. Many believe they are self-aware, but statistics show that only 15% actually are. Understanding one's own values and beliefs is critical for building a strong brand and connecting with clients. Creating a Brand Experience: A successful brand must engage all five senses and evoke emotions. The experience a client has with a brand is what keeps them coming back, making it vital for businesses to create an environment that feels welcoming and authentic. A child goes into care every 15 minutes! BEST MOMENTS "So many businesses make that mistake. They dress themselves how they think they should be rather than how they could be." - Jojo "Your brand will absolutely eradicate any competition. It doesn't matter if you do exactly the same service; it's how you make them feel." - Jojo "You hear a lot of like, you know, come together and make the values as a team. Do you agree with that or does that person need to have those values?" - Susan "If you don't love yourself, how can you expect any other clients, team, suppliers to?" - Jojo 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 and 2.  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. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters https://www.instagram.com/creativsas/ https://www.creativsas.co.uk/ This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/