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/

Susan welcomes her dear friend Jo Simpson, a financial expert and founder of the Financial Growth Academy. Jo shares her unexpected journey into the world of finance, emphasising the importance of understanding money as a tool for personal wealth generation. The conversation delves into Jo's experiences in the beauty and fashion industries, her approach to bookkeeping, and the significance of building a supportive team. They discuss the challenges faced by beauty business owners, including pricing strategies and the importance of selling products effectively. Jo also highlights her commitment to creating a safe space for clients to ask questions without feeling judged, and she shares insights on her current personal development challenge, the 75 Hard, which aims to foster consistency and growth. This episode is packed with valuable advice for entrepreneurs looking to thrive in their businesses while maintaining a healthy work-life balance. KEY TAKEAWAYS Understanding Finances: Many business owners struggle with financial concepts, but it's essential to view finances as a means to understand and manage money effectively. Simplifying financial discussions can empower clients to make informed decisions. Building Relationships: Establishing a strong relationship with clients is crucial. Providing real-time support and being approachable helps clients feel comfortable discussing their financial concerns, fostering a supportive environment. Profit First Methodology: The Profit First approach emphasizes allocating money into specific categories to ensure business owners pay themselves first and manage their expenses effectively. This method can be tailored to different industries, including beauty, to optimize financial health. Importance of Consistency: Consistency in business practices, such as regular financial reviews and client engagement, is key to success. Implementing structured routines can help business owners stay on track and achieve their goals. BEST MOMENTS "I always say to people now, do you like money? Well, think of it as money. That's all it is." - Jo "I want my clients to generate more personal wealth out of their business." - Jo "I never want anybody to feel stupid, or that there's no question is stupid." - Jo "You should be the best paid person in your business." - Jo 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 sits down with Verity and Lauren from Mary Haworth Beauty Culture, a family-run UK salon with a 70-year legacy, potentially the country’s oldest. They explore the inspiring history of the salon, founded by Verity’s grandmother, a pioneering female entrepreneur in the 1950s. Verity and Lauren share stories of her innovative spirit, the evolution of beauty treatments, and the importance of strong team culture. The discussion highlights the salon’s commitment to quality and client care, the introduction of new services, and plans to celebrate the anniversary with community events. KEY TAKEAWAYS Legacy of Mary Howarth Beauty Culture: Founded in 1955, the salon has evolved over 70 years, maintaining a focus on everyday women and exceptional client care. Family Involvement: Multi-generational leadership ensures the salon’s values and culture are preserved, with Verity and Lauren continuing the family tradition. Community and Client Relationships: Long-lasting client connections are central, strengthened through events and local collaborations. Adaptation and Growth: The salon embraces new trends, treatments, and technologies while preserving core services like electrolysis, facials, and manicures. Continuous learning keeps them relevant in the industry. BEST MOMENTS "My Nana opened in 1955, aiming to deliver beauty treatments for the normal woman. She had a real way with her; her professionalism was up there." – Verity "I realized while on maternity leave that I had all these ideas on how we can take the business into the future. I feel excited." – Lauren "She wanted to give, which our industry is that. She realized she was helping them and did a lot of treatments for no charge." – Verity "It's important to stay relevant in order to move the business forward. Even the smallest idea can help propel things and bring new clients." – Lauren HOST BIO Susan Routledge has over 38 years of experience in the beauty industry as a multi-award-winning salon owner, international business consultant, speaker, and awards judge. She founded the Beauty Directors Club, the “Salon Success Freedom” online program, and her 36-year-old clinic in Co. Durham, now the largest independent beauty salon in Northeast England. Creator of the STABLE business formula and author of The Little Book of Client Retention and Beauty And the Best 1 & 2, Susan serves on the BABTAC Professional Board and PHAB Service Stars advisory board, shaping the global beauty industry. USEFUL LINKS Website: ⁠https://susanroutledge.com⁠ Instagram: ⁠https://www.instagram.com/susan_routledge/⁠ TikTok: ⁠https://www.tiktok.com/@beautybusinessmatters⁠ Podcast Chapters: ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ SPONSOR Phorest: ⁠https://www.phorest.com/⁠ Form: ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ Brought to you by Disruptive Media: ⁠https://disruptivemedia.co.uk/⁠

Susan welcomes Andrew Priestley, an executive coach and seasoned publisher, to discuss the transformative power of storytelling in the beauty industry. With over 14 years of friendship and collaboration, Susan and Andrew delve into the success of the "Beauty and the Best" book series, highlighting how it empowers non-writers to share their unique journeys and insights. Andrew shares his extensive background in publishing and coaching, emphasizing the importance of concise storytelling and the impact of real, candid narratives. The conversation also touches on the role of AI in writing, the challenges of authorship, and the innovative methods Andrew employs to help authors craft engaging stories. KEY TAKEAWAYS Multi-Author Books as a Platform: The concept of multi-author books allows individuals from various backgrounds to share their unique stories and expertise, making it accessible for non-writers to contribute and gain recognition in their fields. Engaging Storytelling: Successful books, particularly in the Beauty and the Best series, focus on concise, engaging narratives that can be read in a short time, making them appealing to busy readers who prefer bite-sized content. AI as a Tool, Not a Replacement: While AI can assist in generating ideas and content, it should not replace the authentic voice and personal experiences of the author. There are risks of copyright infringement when using AI-generated content without proper editing and personalisation. Effective Communication: The importance of clear and relatable communication is emphasised, as it helps authors connect with their audience. Writing in a conversational tone can make complex topics more digestible and engaging. BEST MOMENTS Andrew: "AI for me is in publishing, is still a real gray zone. At the moment, it's a case of, I know I can, but should I?" Susan: "I always think everyone's... the planet's full of billions of people, all with a totally different story." Andrew: "The thing I love about the Beauty and the Best series is it's real hand on heart. It's really candid and honest." Andrew: "When AI started, it had something like 15 billion connections on the internet. Currently, it's something like 625 billion connections." 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://amzn.eu/d/hTf4WDq - Launch Offer 99p! ⁠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, host Susan welcomes Marianne Page, a systems and training expert with over 27 years of experience at McDonald’s, to talk all things team building, leadership, and the systems that make a beauty business thrive. Marianne shares her journey from corporate life to becoming a sought-after speaker and consultant, revealing what really drives employee engagement, retention, and growth in the beauty and service industries. Together, she and Susan dive into the power of creating “sticky systems”, proven structures that help you hire the right people, train them effectively, and ensure processes are actually followed. They explore how culture, not just compensation, drives performance. From onboarding to ongoing feedback, Marianne explains how business owners can create confident, self-sufficient teams that feel truly valued. Plus, Susan highlights the common pitfalls salon owners face when documenting systems that no one ends up using. Whether you're a salon owner, clinic manager, or any service-based entrepreneur, this episode offers actionable insights for building a high-performing team, creating a supportive culture, and scaling sustainably. KEY TAKEAWAYS Hiring the right people is just the start — consistent, quality training and feedback are what build lasting confidence and loyalty in your team. Financial incentives alone don’t retain staff. Employees stay where they feel supported, seen, and like they’re part of something bigger. Marianne outlines four key system types: sexy systems (marketing), security systems (finance), service systems (delivery), and sticky systems (team development). Without sticky systems, the rest fall apart. Performance reviews aren’t about critique — they’re tools for clarity, confidence, and connection between business owners and their teams. BEST MOMENTS “Hiring the right people, giving them that level of training, and then giving them feedback is what builds confidence.” – Marianne “Most people work in a business to feel part of it. That’s what engages them, feeling valued.” – Marianne “If you want to engage people, give them all the training you can to help them feel confident, and then really challenge them.” – Marianne “So many owners document their systems, only to find no one is following them. That’s where sticky systems come in.” – Susan Susan Routledge is a multi-award-winning salon owner, beauty industry consultant, and founder of the Beauty Directors Club. With over 38 years in the industry, she’s the creator of the STABLE business formula, author of The Little Book of Client Retention, and a leading voice for sustainable business growth. Susan also serves on BABTAC’s Professional Board and the advisory panel for PHAB Service Stars. Connect with Susan: susanroutledge.com @susan_routledge @beautybusinessmatters on TikTok Free Chapters – Beauty and the Best mariannepage.com mariannespeaks.co.uk LinkedIn | Facebook Phorest Salon Software Claim your free consultation Produced by Disruptive Media

Susan interviews Azra Riaz, owner of Liberties Hair Beauty and Aesthetics in Bradford, who shares her remarkable 32-year journey in the beauty industry. Once an aspiring lawyer, Azra opens up about her pivot to beauty entrepreneurship, the cultural challenges she faced as an Asian woman in a stigmatized field, and the unwavering support from her family that helped her succeed. She reflects on her evolution from salon owner to educator, the steady growth of her business, and a recent milestone—celebrating a major refurbishment with an event attended by local dignitaries and businesses. Azra highlights the power of community collaboration, the value of continuous learning, and the passion needed to thrive in the beauty world. This episode is packed with inspiration for both new and experienced beauty professionals. KEY TAKEAWAYS Passion and Purpose: The beauty industry often draws those passionate about uplifting others. The joy of seeing a client’s transformation fuels long-term commitment to the craft. Support Networks Matter: Family and professional communities play a vital role. Groups like the Beauty Directors Club provide encouragement, guidance, and valuable connections. Lifelong Learning: The beauty field is ever-changing. Staying current through training and education is essential for both salon owners and their teams. Community Collaboration: Partnering with local businesses strengthens community ties and adds value to events and promotions, creating win-win opportunities. BEST MOMENTS Azra: “It’s more of a hobby then… it’s the enjoyment—seeing that smile and transformation in every client… it really shows in your work.” Azra: “In business, you're often so blinkered… but having a community is like having your own family.” Azra: “Clients aren’t just coming in for a treatment… you’re part of their journey, their support.” Susan: “Collaboration is the way to grow… there are enough clients for everyone. Sharing knowledge is powerful.” HOST BIO Susan Routledge is a highly respected figure in the beauty industry with over 38 years of experience. A multi-award-winning salon owner and international business consultant, she’s recognized as one of the top UK beauty industry influencers. Known for her warm and light-hearted style, Susan is a global speaker, respected awards judge, and founder of the Beauty Directors Club, a membership hub offering expert business support to salon, spa, and clinic owners. She is the creator of the Salon Success Freedom online program and founder of one of Northeast England’s largest independent salons, in business for over 36 years. Her STABLE business formula is trademarked, and she’s the author of bestselling titles including The Little Book of Client Retention and Beauty and the Best Volumes 1 and 2. Susan sits on the BABTAC Professional Board and the PHAB Service Stars Advisory Board, working to elevate standards across the beauty industry. susanroutledge.com Instagram: @susan_routledge TikTok: @beautybusinessmatters Beauty and the Best Chapters Instagram: @libertesbradford Facebook: @libertes.bradford TikTok: @libertesbradford Website: www.libertes.co.uk Email: info@libertes.co.uk

Susan welcomes Jo Serrant, the founder of Skin and Soul and the Skin and Soul Academy. Jo shares her inspiring journey from a young beauty therapy student in Yorkshire to a successful practitioner and educator in Berkshire. She discusses her passion for massage techniques, the evolution of her business model, and the importance of mindset in elevating one's career in the beauty industry. Jo emphasizes the significance of understanding energy in treatments and how it can transform client experiences. Listeners will gain insights into Jo's innovative approach to facials and massage, her collaboration with sales trainer Arif, and her aspirations for future training programs that focus on holistic practices. This episode is a must-listen for beauty professionals looking to elevate their skills and business. KEY TAKEAWAYS Transitioning from Beauty Therapy to Specialization: The journey began with a foundation in beauty therapy, but over time, the focus shifted towards specializing in massage and holistic treatments, leading to the creation of unique signature treatments that combine various techniques. Mindset and Confidence: . Building confidence through training, mentorship, and understanding one's value can lead to better pricing strategies and a more fulfilling practice. Adapting Business Models: The evolution of business models is crucial. Moving from a larger salon to a boutique-style setup allowed for more flexibility and a better work-life balance, demonstrating the importance of adapting to personal and professional changes. Holistic Approach to Treatments: Integrating energy work and a holistic perspective into treatments can enhance the client experience. BEST MOMENTS "I realized that I was just about taking minimum wage... I was done doing six hours worth of just massaging. I love massage, but I don't want to do it all day every day." - Jo "I always believe there isn't anything that ever goes wrong. I think it's just you learn from it." - Susan "I think a lot of therapists don't realize... once you know your muscles, your fascia, your circulation, you understand your lymphatics, you really understand the face and how it's made up, the anatomy and physiology, you are allowed to make your own treatment." - Jo 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 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 Routledge engages in a deep and insightful conversation with applied neuroscientist and hypnotherapist Louise Baker. They explore the fascinating intersection of neuroscience and the beauty industry, delving into topics such as the power of touch, the importance of breathwork, and the impact of mental health on overall well-being. Louise shares her extensive experience working with cancer patients and her innovative approaches to enhancing therapeutic practices in beauty therapy. The discussion also touches on the significance of community, nutrition, movement, and sleep in maintaining brain health. KEY TAKEAWAYS Importance of Touch and Breathwork: The power of touch and breathwork is crucial in therapeutic practices, especially in the beauty industry. Understanding how these elements affect the brain can enhance client experiences and outcomes. Five Pillars of Brain Health: Brain health is supported by five key pillars: nutrition, movement, sleep, community, and mental health. Each pillar plays a vital role in maintaining cognitive function and overall well-being. Community and Connection: Building a supportive community is essential for mental health, particularly for beauty therapists who often work in isolation. Engaging with like-minded individuals can provide emotional support and reduce feelings of loneliness. Impact of Sleep on Cognitive Function: Quality sleep is critical for brain health, as it allows the brain to clear out toxins and process emotions. Poor sleep can lead to cognitive issues such as brain fog and impaired decision-making. BEST MOMENTS Louise Baker: "One of the areas that I've spent a lot of time focusing on, which is really, really special for the beauty industry, is the power of touch." Susan Routledge: "When I did my training in beauty therapy, we were taught, you know, like someone's going through cancer treatment, you don't treat them... Amanda thought, well, you know, why? And looking at that, it can be done." Louise Baker: "If you eat well, that's fantastic... but actually, it's not just about the big bits we eat, but we've also got to think about the bacteria and the microbes that we are consuming." Louise Baker: "When you don't eat well... it's your brain, you're starving. So when you think, I can't think straight in the afternoon, look to what you ate for lunch." 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 Louisebakeruk@me.com 07714711262 https://joinvital.ai https://whileiwait.uk https://on.soundcloud.com/NHqFvBXgLvuIjLUP8W This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes back Arif Isikgun, a global sales trainer who has made significant strides in the beauty industry. They reflect on their journey since their first meeting over two years ago, discussing the importance of retail in beauty and how it often takes a backseat to treatments. Arif shares insights from his award-winning books, "Shine" and "StorySeller," emphasizing the power of storytelling in sales and the necessity of building authentic connections with clients. The conversation delves into common challenges faced by therapists, such as fear of rejection and money mindset, while offering practical advice on how to transform client interactions into meaningful sales opportunities. KEY TAKEAWAYS Embrace Retail as a Core Element: Retail should not be viewed as a secondary aspect of the beauty industry. It is essential for enhancing treatment results and providing clients with the best possible outcomes. Build Authentic Connections: Establishing a genuine relationship with clients is crucial. Engaging in meaningful conversations during consultations helps therapists understand client needs and fosters trust, making clients more likely to purchase recommended products. Overcome Fear of Rejection: Many therapists hesitate to sell due to fear of rejection. It's important to shift the mindset from fearing objections to viewing them as opportunities for dialogue. Utilize Storytelling in Sales: Effective selling involves storytelling that connects emotionally with clients. By sharing personal experiences and the benefits of products, therapists can create a compelling narrative that encourages clients to invest in their skincare journey. BEST MOMENTS "Retail is sales and sales is communication, and that is how you create the most amazing customer journey." - Arif I "The consultation is the most important part. It's like getting the most expensive moisturiser in the world, but not ensuring that your skin is prepped first." - Arif "If you are a therapist and you've just recommended products, and they say no, instantly that makes you feel, 'Why did I bother?'" - Arif "You have to wait for the client to create an objection before we put an objection in our mind." - 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 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 sits down with Helena Biggs, the editorial director of Scratch magazine, to explore the vibrant and innovative world of the nail industry. With over 22 years of experience, Helena shares her journey from a multimedia journalism graduate to a key figure in beauty journalism, discussing the evolution of Scratch magazine and its impact on the nail sector. The conversation delves into the importance of standards, regulation, and the need for nail professionals to promote their skills and qualifications. Helena emphasizes the value of competitions and awards, such as the Scratch Stars Awards, as platforms for recognition and professional growth. KEY TAKEAWAYS Industry Growth and Opportunities: The nail industry is vibrant and innovative, with significant growth potential, especially in international markets. Scratch Magazine has seen an increase in US subscribers. Importance of Standards and Regulation: The UK nail industry is currently unregulated, which poses challenges for maintaining high standards. Value of Competitions and Awards: Participating in competitions like Nail Olympia and the Scratch Stars Awards can significantly enhance a nail technician's skills and profile. Pricing and Value Perception: Nail technicians are encouraged to charge their worth, as many clients may not understand the value of their skills and training. BEST MOMENTS "I think now that our industry has made moves in aesthetics with regard to licensing and stricter controls... Unfortunately, I think nails are quite far down the list." - Helena "The responsibility is twofold. Ultimately it's down to the beauty professional to shout about their accreditation... and it's up to the consumer to ask the right questions." - Helena "I think most people would go to a salon and look to see whether it's clean and tidy... but it's of course beyond that." - Susan "Competitions are really valuable... It's all about working on your timings, working on your accuracy, bettering your skills." - Helena 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 is interviewed by Ryan, who takes the opportunity to delve into Susan's experiences and insights gained from hosting over 40 episodes of the podcast. They discuss the joy Susan finds in connecting with industry leaders and sharing valuable knowledge with her audience, emphasizing the importance of community and collaboration in the beauty industry. Susan reflects on her journey from conducting interviews during the COVID-19 lockdown to becoming a recognized figure at industry events, highlighting her growth in confidence and skills. The conversation also touches on her effective time management strategies and her passion for helping salon owners unlock their true potential.   KEY TAKEAWAYS Passion for Learning and Sharing: The podcast host emphasizes the importance of sharing knowledge within the beauty industry, believing that even a small takeaway from each episode can inspire listeners to grow and aspire to new heights. Building Connections: The podcast has fostered new relationships and connections, both with guests and listeners, highlighting the value of networking and collaboration in the beauty business. Confidence Through Experience: Engaging in podcasting and interviews has significantly boosted the host's confidence in front of the camera, showcasing personal growth through new experiences. Effective Time Management: The host manages a busy schedule by segmenting tasks and utilizing travel time for productivity, demonstrating the importance of organization in balancing multiple responsibilities.   BEST MOMENTS  "I always think there is so much knowledge out there in our industry... even if someone just takes one small thing away, then I'm happy." - Susan  "I think our industry is better, it is still a little bit guarded... there is enough work for everyone." - Susan "I do feel that it is something that I just enjoy so much... I have seen a change in me where I feel a lot more confident in front of a camera now." - Susan  "You seem to be someone who is very keen on sharing information... that seems to me to be the main message from Beauty Business Matters." - Ryan 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 SPONSOR https://www.phorest.com/ https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta   This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/