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Starting with small batches in a home kitchen to delivering 18 pallets worldwide for The Body Shop, true brand resilience takes heart, hard work, and genuine adaptability. Join us for a warm, candid conversation with Rosie Candwella, founder of Sugar Coated and Aqua Natural. Rosie shares her incredible life journey, from growing up in Tanzania learning resourcefulness to arriving in the UK and navigating the highs and lows of the beauty industry. We delve into the science behind pure sugar syrup formulations, the environmental impact of plastic-based waxes and microplastics, and why salon owners should consider eco-friendly, water-soluble alternatives. Plus, Rosie reveals how mentorship and continuous learning helped her overcome burnout and step back into her passion with renewed purpose.    5 Key Takeaways Adapting Roots into Resilience: Growing up in Tanzania taught the value of resourcefulness, providing the foundational mindset needed to navigate financial recessions and product setbacks. The Power of Pure Chemistry: Standardising sugar-based hair removal requires mastering sugar chemistry to create stable, pure syrup blends that work without additives or synthetic polymers. Reducing Salon Environmental Footprint: Traditional waxes contain plastic polymers and require harsh solvents; water-soluble sugar products allow easy cleanup and reduced landfill waste. Ergonomic Safety in Treatments: Traditional hand-flick sugaring can lead to repetitive strain injuries, whereas strip-sugar application offers an easier, joint-friendly alternative for practitioners. Mentorship Renews Energy: Business isolation and fatigue can affect anyone, but engaging with accelerator programmes and mentors brings fresh perspectives and renewed drive. Quotes "I had my son who was with me... he joined the business... but I think being a female brand, a female product, it was difficult for a young man to really put himself into a position where he felt comfortable." "I had to learn how to purify water... and these are the sort of things I think that probably gives you that... you had to adapt to it, and I didn't think any different." "When you mix sugar and lemon juice, you have to make sure that you get the pH right. So when it went into warmer countries, it started melting; when it was in the winter places, it started crystallising." "We are the only company who make a product from blends of sugar syrups only. There are no additives, preservatives, anything. It's just how we process the syrup to get that consistency right." "I am somebody even when I came to the UK, not a single glass of water goes into the sink. I collect and it has to be reused in the garden." Chapter Timestamps 00:00 – Introduction to Rosie Candwella & Sugaring 02:28 – From Tanzania to the UK: Lessons in Adaptability 05:28 – The Body Shop Partnership & Product Recalls 16:13 – Sugar Chemistry: Refining the Perfect Formula 23:04 – Waxing vs. Sugaring: Plastic Polymers & Sustainability 30:05 – Strip Sugaring vs. Traditional Flick Techniques 41:18 – Education, Training, & Supporting Salon Practitioners 47:14 – Overcoming Fatigue, Mentorship, & Future Plans 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.spa-well.com/about-us https://uk.linkedin.com/in/sara-young-b2886162 SPONSORSHIP  Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview https://www.phorest.com/gb/ 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.

What happens when you swap selling aircraft engines for building a thriving spa and wellness community? Sara Young, founder of SpaWell, drops in to share her brilliant journey from corporate flight cabins to creating the go-to network for spa professionals. We dig into why connecting the spa and beauty sectors is crucial, the real tea on managing early-stage startup expectations, and how to navigate the industry's recruitment challenges through new student initiatives. Plus, we discuss why AI can never replace authentic human touch and how wellness leaders desperately need to practice the self-care they preach. Packed with practical wisdom on embracing unexpected pivots and building genuine industry relationships, this conversation is an absolute must-listen for spa directors, salon owners, and therapists looking to elevate their business.   5 Key Takeaways Community thrives on genuine connection and peer support rather than vanity metrics like online likes or immediate group activity. Career paths in beauty and wellness are rarely linear, and skills learned in corporate sectors can bring fresh efficiency to spa leadership. Unifying spa, salon, and education channels creates stronger career pathways and better workplace readiness for new graduates. While AI streamlines operational tasks like diary management, it elevates the necessity and value of hands-on human connection. Industry leaders must prioritize their own self-care and experiential downtime to avoid burnout and lead authentically. Quotes "While everyone else is sipping champagne in business class, I'd be there doing my AMP." "Actually, it's much more important to get what people really enjoy and speaking to people and connecting with them." "There's more power in connecting and chatting and getting to know each other." "I don't think we should look at AI in our industry at all as replacing people. It just gives you more opportunity to be with people." "I was in such a rush to get here and to get there... and actually enjoying the journey is so important." Chapter Timestamps 00:00 – Connecting Spa and Beauty 01:08 – From Rolls-Royce to Spa Director 04:33 – Launching SpaWell & Mindset Shifts 09:37 – Breaking Industry Silos 15:32 – Evolving Communities for Therapists 23:01 – Tackling Recruitment & Education 31:05 – Human Touch vs. AI 35:03 – Retreats & Self-Care for Leaders 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.spa-well.com/about-us https://uk.linkedin.com/in/sara-young-b2886162 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/gb/ 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.

What does nearly five decades in the beauty industry actually look like behind the scenes? To celebrate the 100th interview episode of Beauty Business Matters, host Susan Routledge sits down with industry icon Fran Hayter for a deeply honest, joyful conversation. From driving a double-decker bus through Jordan to running 152 salons and launching Dove Spa globally, Fran shares the wild highs and tough lessons of her legendary career. Beyond corporate success, the discussion dives into breaking taboos around cancer touch therapy, supporting clients through local Tea & Therapy events, and why older clients should never be made invisible. Packed with heart, sharp business insights, and plenty of laughs, this milestone chat is a masterclass in resilience, compassion, and living life to the absolute fullest  5 Key Takeaways Beauty Beyond Aesthetics: Compassionate care, such as accredited Cancer Touch training, ensures vulnerable clients are never turned away when they need comfort most. Protecting Health First: Overworking seven days a week leads to severe burnout and long-term health consequences that no financial payoff can fix. Valuing Senior Clients: Older demographics hold significant purchasing power and deserve respect, connection, and tailormade attention. Silence the Inner Critic: High achievers often struggle with self-doubt, but sharing worries openly prevents unnecessary stress. Embracing New Doors: Career success comes from embracing unexpected risks, collaborating with competitors, and continuing to learn at any age. Quotes "I want to get to the pearly gates and say, I own nothing, but I've been everywhere." "Do not treat old people like they are 12 and don't make them invisible." "When you work in the service industry, it is tough. You do not make the profit you make selling product." "Worrying has absolutely no outcome. It's just wasted energy." "Get on well with your competitors. Don't go against them because nobody gains from that." Chapter Timestamps 00:00 - Celebrating 100 Episodes with Fran Hayter  02:08 - London College of Fashion & Early Travel Adventures  06:02 - Heading Up Beauty at Selfridges & Regis  14:50 - The Rise of Dove Spa & Product Development  19:13 - Consultancy, Burnout, and the Reality of Overworking 23:31 - E-Commerce Ventures & Podiatry Innovations  28:48 - The Made for Life Foundation & Cancer Touch Therapy  41:18 - Folk U Cancer & Expanding Community Support  48:38 - Mindset, Managing Self-Doubt, and Respecting Older Clients  57:08 - Reflections, Remote Work, and What’s Next  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  https://madeforlifefoundation.org/product/folk-you-cancer-18th-july-2027/ How To Connect With Our Guest:  [email protected] https://onlyfootcare.com/ SPONSORSHIP  Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview https://www.phorest.com/gb/ 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 much your gut health is secretly dictating your skin's glow? In this warm and inspiring conversation, host Susan Routledge sits down with naturopathic nutritionist Suzanne Hart, who shares her fascinating 33-year evolution from running a successful health and beauty salon to mastering holistic nutrition. Together, they explore how internal wellbeing directly impacts conditions like rosacea, acne, and migraines, highlighting why topical treatments are only half the battle. Suzanne breaks down the power of the microbiome, the dangers of ultra-processed foods, and simple lifestyle swaps that boost longevity without rigid dieting. She also reveals her upcoming education courses designed specifically to empower beauty therapists with practical nutritional knowledge. Packed with heart, industry experience, and actionable wellbeing insights, this episode is a warm reminder to never stop learning and to always run a business on your own terms.  5 Key Takeaways Skin issues like rosacea and acne are deeply connected to gut health, making internal nutritional awareness essential alongside topical treatments. Early life factors, such as birth method and infant feeding, play a fundamental role in shaping the lifelong microbiome. Avoiding ultra-processed foods with five or more ingredients is a simple, effective strategy for improving long-term vitality. Business growth isn't just about expanding headcount; scaling down to focus on core passions often creates greater profit and personal fulfillment. Practical nutritional education allows salon professionals to provide deeper client care and better aesthetic results. Quotes "I've always looked at it as a holistic practice as opposed to focusing on one thing." "Most of the illnesses we have are starting in the gut." "If you've got five ingredients in something you're eating... we class that as a processed food and that's what we're trying to get people away from." "Growing doesn't mean necessarily that you're more profitable... it has to be a business that works on your terms." "Stick with things, even if it's really tough, honestly, to come out the other end and think, 'I did that.'" Chapter Timestamps 00:00 Welcome & Toyah Willcox Beauty Roots 05:47 33 Years in Beauty & Business Evolution 08:15 Qualifying in Naturopathic Nutrition 12:00 Redefining Business Growth & Profitability 16:54 The Microbiome & Early Life Foundations 18:38 The Impact of Ultra-Processed Foods 24:08 Addressing Root Causes: Migraines & Gut Health 27:32 Launching Skin Nutrition Courses for Therapists 38:39 Golden Nuggets: Learning & Perseverance 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.suzannehartnutrition.co.uk/ https://www.instagram.com/suzannehartnutrition/ [email protected] SPONSORSHIP  Find out more with The Smart Group's Laser Buyers Guide: https://www.the-smartgroup.co.uk/diode-family-page Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview https://www.phorest.com/gb/ 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 a small loan can transform a life half a world away? In this chat, host Susan Routledge sits down with Tracy Horner, Head of Lend With Care, to explore how microfinance is empowering entrepreneurs in low-income countries. From supporting hair and beauty micro-businesses to setting up community savings groups, small investments can ignite massive, lasting change. They unpack the power of micro-loans, share incredible stories from the field, and dive into their shared upcoming adventure: cycling across Tanzania to raise funds for Care International. Discover how getting involved in purposeful fundraising can lift up communities, build resilience, and spark real transformation.  5 Key Takeaways Micro-loans enable individuals in low-income areas to build sustainable businesses. Over 80% of micro-loans supported by Lend With Care directly back female entrepreneurs. Repayment rates for micro-financing remain exceptionally high at roughly 98.5%. Group fundraising and fitness challenges foster deep personal and professional connections. Entrepreneurship provides vital self-esteem, economic independence, and pride globally. 5 Short Quotes "I needed something to train for." "We wanted to find a way of bringing supporters closer to our work..." "A hundred percent of that loan goes to the entrepreneur." "You get to see the best of people because it's people that donate to charity." "People the world over are incredible." Key Timestamps 00:00 - Welcome & Taking On the Tanzania Cycle Challenge 02:50 - The Origins of Lend With Care & Care International 06:50 - How Micro-Loans Empower Global Micro-Entrepreneurs 14:15 - Preparing for the Tanzania Ride & Meeting Local Groups 20:43 - Sponsorship, Community Support, and Getting Involved 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://lendwithcare.org/ https://www.careinternational.org.uk/ https://www.youtube.com/watch?v=NBp71VDFO0o SPONSORSHIP  Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview https://www.phorest.com/gb/ ⁠⁠⁠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.

Ever feel like you're stuck on the back-to-back treatment treadmill, trading endless hours for single bookings? Edinburgh's premier skin specialist, Liz McCamron, joins the show to share how she completely transformed her practice by ditching one-off facial menus in favour of high-ticket, bespoke skin journeys. Liz dives into her 30-year career evolution, explaining how she helps clients achieve radiant results and age gracefully without relying on botox or fillers. We explore why treating skin as an ongoing 3-to-9 month journey creates far better outcomes, how to break free from standard price caps by charging for genuine expertise, and why investing in mentorship and staying in your own lane are the ultimate keys to long-term success.  5 Key Takeaways  Bespoke, multi-month skin journeys deliver far superior client results than one-off, isolated treatments. Clients pay for expert guidance, consultation, and holistic care rather than generic equipment or products. Moving to structured, long-term programs prevents therapist burnout while increasing profit margins. Independent research and white papers should drive equipment purchases—not fleeting social media trends. Investing in mentors and business strategists allows skin specialists to focus on their true zone of genius. Direct Quotes  "I grown up at 17 thinking that everybody had a monthly facial, everybody had a manicure and pedicure." "I moved away from one-off treatments a long time ago." "To create a change in skin... that can take some time." "I think it's important to not look sideways at what other people are doing." "I recognise that my expertise is delivering the treatments and looking after my clients." Key Timestamps  00:00 – Welcome & Introducing Edinburgh's Top Facialist 01:33 – Early Inspirations & Entering the Beauty Industry 05:03 – Building Mulberry House & Creating an Opulent Sanctuary 07:01 – Selecting Treatments Based on Clinical Science over Trends 10:00 – The Shift: From Quick Treatments to Bespoke Skin Journeys 14:41 – Charging for Expertise Over Equipment RRP 21:22 – Unlocking New Client Demographics & Bridal Journeys 25:42 – Choosing Skincare Brands & Scottish Brand Ambassadorship 32:27 – 30 Years of Wisdom: Staying in Your Lane & Mentorship 34:15 – Expanding the Practice & Gleneagles Residency   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:  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/gb/ 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 CBD actually works beyond the industry buzzwords? Host Susan Routledge chats with former teacher turned CBD founder Jackie Taylor about her journey building Taylor CBD. From starting as a mobile therapist wearing 80s white dress uniforms to researching cannabinoid science at the British Library, Jackie shares how topical CBD interacts with body receptors to ease joint pain and muscle stress. Learn how salon and spa owners can elevate client wellness using Habia-endorsed massage rituals, custom CBD tea blends, and pillow sprays. Plus, discover practical business tips on costing treatments properly and surrounding yourself with the right experts. 5 Key Takeaways Topical CBD acts on CB1 and CB2 receptors as a natural anti-inflammatory to turn down pain signals directly at localized discomfort points. Quality CBD products must clearly state their milligram concentration on the label to ensure therapeutic effectiveness. CBD massage rituals allow therapists to deliver deep relief with less physical strain on their own hands and wrists. Habia-endorsed training equips therapists with both essential cannabinoid knowledge and structured treatment protocols. Successful business growth requires surrounding yourself with experts and budgeting for costs to exceed initial estimates. 5 Quotes "If you can survive doing that, you can survive doing everything." "CBD stands for cannabidiol, and it's not from cannabis, it's actually from the hemp plant." "You are turning down the pain that you feel in the brain... and increasing those anti-inflammatory compounds." "If you're used to doing deep tissue massage, actually you don't need to work so hard because the CBD does it for you." "Surround yourself with experts... when you start out, you think you're the expert in everything. Believe me, you know nothing." Chapter Timestamps 00:00 – Welcome & Early Mobile Beauty Days 04:14 – From Teaching Business Studies to CBD Research 07:24 – The Science: How CBD & Receptors Work 11:03 – Spotting Quality CBD & Product Shelf Life 13:03 – Menopause, Sleep & CBD Teas 17:00 – Creating the Taylor CBD Brand & Treatments 20:34 – Habia-Endorsed Training for Therapists 28:53 – Contraindications & Client Suitability 32:44 – Future Plans for Salon Wellness 33:53 – Golden Business Nuggets & Contact Info SOCIALS & IMPORTANT LINKS https://susanroutledge.com⁠⁠https://www.instagram.com/susan_routledge ⁠⁠https://www.tiktok.com/@beautybusinessmatters⁠⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠  How To Connect With Our Guest: https://partners.taylorscbd.com/ 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.

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.com⁠⁠https://www.youtube.com/c/christayloronline⁠  SPONSORSHIP  Book your Opportunity Review with The Smart Group: ⁠https://www.the-smartgroup.co.uk/opportunityreview⁠ ⁠⁠⁠⁠⁠⁠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.