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

Susan welcomes back entrepreneur Lara Morgan for a deep dive into the intersection of wellness, mental health, and entrepreneurship. Lara shares her journey from founding Pacific Direct to her current venture, Scented, which focuses on using fragrance to enhance well-being. The conversation explores the importance of mindfulness, the power of scent, and the role of personal experiences in shaping business ideas. Lara emphasises the significance of creating products that not only serve a purpose but also foster emotional connections, drawing on her own life lessons and the influence of her family. With insights on entrepreneurship, self-care, and the value of community, this episode is a rich resource for anyone looking to blend business with a meaningful mission. KEY TAKEAWAYS Wellness and Mental Health Focus: The discussion emphasises the importance of wellness and mental health, highlighting how products like scented balms can positively influence mindset and emotional well-being. Serendipity in Business: The creation of the brand Centred was a result of serendipitous encounters and ideas, illustrating how unexpected opportunities can lead to meaningful business ventures. Value of Experience Over Materialism: The conversation reflects a shift towards valuing experiences and personal connections over material possessions, advocating for a simpler, more meaningful lifestyle. Empowerment and Confidence: There is a strong message about the importance of self-belief and empowerment, particularly for women in business, encouraging them to prioritise their needs and assert themselves in professional settings. BEST MOMENTS "I think maybe we've come too far in some cases where sometimes actually we do have to suck up that not every day is a happy day, not every day is a perfect day in life." - Lara "The point is, is I want, in the end, a child to have, in their pencil case, an I-can-balm, an I-will-balm, not I-shant-balm." - Lara "I think it's getting the concept over to someone and demonstrating, but also I think... it's the association with something like gummies gone, whereas with something like this, it associates you back to when you bought it." - Susan "I want to do something that's affordable, accessible wellness to everybody so that somebody who needs a touch of kindness can afford it." - Lara HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

In this episode of Beauty Business Matters, Susan sits down with celebrity, multi-award-winning facialist William Foley to explore his inspiring journey through the beauty, aesthetics, and wellness industry. From starting out in fitness and holistic therapy to working with global luxury brands like ESPA and Rodial, and now running his own highly successful clinic and skincare brand, William shares the real story behind building a standout career in a competitive industry. They discuss the realities of spa life, working on counter in Harvey Nichols and Selfridges, navigating sales targets, entering and winning major industry awards, building a celebrity client base, and creating a simplified four-step skincare range focused on skin barrier health. This is a powerful, honest conversation about ambition, resilience, personal branding, and staying true to your values in business. KEY TAKEAWAYS William began his career in fitness, wellbeing, and sports science before training in holistic therapy and beauty around 17 years ago. His early career included working in spa environments, which opened his eyes to the physical demands of back to back massage treatments. His first major role was with ESPA at Harvey Nichols in Manchester, where he received extensive brand training and entered the luxury retail world. He was later recruited by Rodial into a national skin specialist role across Harvey Nichols, Harrods and Space NK. Working on counter taught him high level consultation skills, communication, and how to work under retail sales targets. BEST MOMENTS “I had this thing in my head where I thought I want to get into working in a beautiful spa in the countryside. And this was my idea of what was happening in my mind. Wasn’t the truth.” - William “I remember having my first spa job and they booked me in like 12 full bodies in the day. I was thinking I’m going to pass out.” - William “If you can sell in that kind of environment and sell high end in that environment then you know you’ve cracked it really.” - William “It all looks glamorous but behind the scenes of what you’ve got to do, showing up for yourself and performing in clinic, it’s a monster in itself.” - William HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her Advanced Skincare clinic of 35 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Susan engages in an inspiring conversation with entrepreneur Lara Morgan, who shares her remarkable journey from founding Pacific Direct, a company that grew to a £20 million global enterprise, to her current role as an investor in various brands. Lara reflects on her unique upbringing, the influence of her entrepreneurial parents, and the lessons learned from her early experiences in business. She discusses the importance of resilience, personal connections in sales, and the value of having a focused business strategy. The episode also touches on Lara's commitment to making a positive impact in the world through her investments, particularly in wellness and mental health initiatives, showcasing her passion for innovation and community engagement. KEY TAKEAWAYS Resilience and Persistence: Building a business requires determination and the willingness to face rejection. The journey involves making numerous outreach attempts, with the understanding that success often comes after many failures. Importance of Personal Connection: Engaging with customers through personal interactions is crucial. Relying solely on digital communication can hinder relationship-building and customer loyalty. Focus on Niche and Expertise: Specialising in a specific area and becoming an expert can lead to greater success. Trying to cater to everyone can dilute a brand's identity and effectiveness. Value of Team and Trust: A strong, trustworthy team is essential for business growth. Empowering employees and fostering a culture of collaboration can lead to better outcomes and loyalty. BEST MOMENTS "I started my own company when I was 23 because needs must. It was a 1991 recession, and I didn't even know what that was." - Lara "You can't build a business without speaking to people, and you were always learning on the way." - Lara "People hide behind emails and social media, but it's still not the same as speaking to someone and physically having a conversation." - Susan "If you deliver on your promise and you're still willing to get your hands dirty, others will follow." - Lara HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her Advanced Skincare clinic of 35 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠

Susan shares her exciting plans for 2026, including her move to Mallorca and the launch of a new mastermind program designed for salon and clinic owners looking to elevate their businesses. Susan discusses the importance of having a clear vision and strategy, emphasising the unique elements of her mastermind that combine one-on-one coaching with group collaboration. She explains her trademarked stable business formula, which focuses on creating a scalable and saleable business, and highlights the transformative results her clients have achieved. Listeners will gain insights into the significance of clarity in business, the benefits of community support, and how to create a business that aligns with their lifestyle and aspirations. Podcast Offer to win £2000 worth of business support with Susan from this link ⁠https://marketing.susanroutledge.com/beautydirectormasterclass-waitlist⁠ KEY TAKEAWAYS Vision First Approach: Establishing a clear vision is crucial for business success. Without it, businesses can become chaotic, and owners may struggle to articulate what they truly want. Mastermind Program: A new mastermind program is being launched to support salon and clinic owners looking to elevate their businesses. This program combines one-on-one coaching, group sessions, and a structured framework to help participants achieve their unique business goals. Stable Business Formula: The stable formula, which stands for Systems, Trust, Adaptability, Branding, Links, and Education, is designed to create a balanced and scalable business. Work-Life Balance: The importance of creating a business that fits into one's lifestyle is emphasised. Business owners should not feel trapped by their businesses; instead, they should design their operations to allow for personal freedom and well-being. BEST MOMENTS "The mastermind is predominantly for salon owners, clinic owners, aesthetic clinic owners who have already created a business and want to take it to the next level." - Susan "Without a vision, you're just creating chaos quite often. You need to have that clarity." - Susan "You can literally create what you want. I work with a business where the salon owner works on their own, one week on, one week off." - Susan "You are not your business. Your business has to be something that just funds your lifestyle and creates and enhances the life that you want to live." - Susan HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her Advanced Skincare clinic of 35 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

https://hairandbeautycharity.org/ Susan is joined by Sarah Hashim and Natalie Merola from the Hair and Beauty Charity. They discuss the vital work the charity does to support individuals in the hair and beauty industry who are facing financial crises due to circumstances such as illness, domestic abuse, or homelessness. The conversation highlights the charity's commitment to not only assist the affected individuals but also to provide support for their children, ensuring they have a sense of normalcy during tough times. Sarah and Natalie share insights into the application process for assistance, the various fundraising efforts, and the importance of community support. With nearly 190 years of history, the charity continues to adapt and thrive, making a significant impact on the lives of those in need within the industry. KEY TAKEAWAYS Purpose of the Charity: The Hair and Beauty Charity provides financial assistance and support to individuals in the hair and beauty industry who are facing personal hardships, such as domestic abuse, illness, or homelessness. Support for Families: In addition to helping individuals, the charity also supports their children by providing pocket money, school holiday costs, and gifts for birthdays and Christmas, ensuring that children feel as normal as possible during difficult times. Funding Sources: The charity relies on corporate sponsorships, donations of surplus stock from industry partners, and fundraising events, such as raffles and exhibitions, to generate the funds necessary to support its beneficiaries. Application Process: Individuals can apply for assistance through a detailed application process, which is reviewed confidentially. Help can often be provided quickly, sometimes as soon as the next day after a case is presented. BEST MOMENTS "We help professionally trained industry people... when they come to us in financial crisis." - Natalie "It's really when someone has been in our industry and then for no fault of their own can't work for them." - Sarah "We provide supermarket vouchers... to take that stress off families." - Natalie "I think we're the best kept industry secret... we need to reach beauticians in salons, in towns, in, you know, everywhere throughout the UK." - Sarah HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Artur Szelwach, affectionately dubbed the "king of sterilisation." The discussion delves into the critical yet often overlooked topic of sterilisation in the beauty industry. Arta shares his journey into the world of sterilisation, highlighting the importance of hygiene and safety standards in salons. They explore the differences between sterilisation and disinfection, the effectiveness of various sterilisation methods, and the innovative design of the ProClaves, which not only ensures safety but also serves as an aesthetically pleasing feature in salons. The episode emphasises the need for beauty businesses to adopt higher standards of sterilisation to stand out in a competitive market, ultimately enhancing client trust and safety. KEY TAKEAWAYS Importance of Sterilisation: Sterilisation is crucial in the beauty industry to ensure the safety of clients and staff. It goes beyond basic disinfection, as some bacteria can survive standard cleaning processes. Autoclave Benefits: The ProClaves is designed to be aesthetically pleasing and compact, allowing it to be displayed in salons rather than hidden away. It offers effective sterilisation while being cost-effective in terms of water usage. Client Education: Showing clients sterilised tools in pouches and explaining the sterilisation process can enhance trust and loyalty. Clients appreciate knowing that their safety is prioritized. Training and Standards: There is a need for ongoing education in sterilisation practices within the beauty industry. Training programs can help professionals understand the importance of proper sterilisation and how to implement it effectively. BEST MOMENTS "I think not only for, you know, the purpose of anyone from the industry, this is going to be hugely beneficial, but as well just in general." - Susan "The difference is between most of the time, actually, we've seen people think that disinfection is the most official way to remove all of these bacteria, viruses from the businesses." - Artur "To be sure that we are following the correct procedure and obviously to feel 100% safe, the solution is only sterilisation." - Susan "I think that having like, and being able to prove that you've got these sterilisation processes in place is one way of like really making you stand out above the others." - Susan HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan Routledge welcomes Helen Portman Brooks, known as the Beauty Brand Connector. Helen shares her unique journey from beauty therapist to freelance business development manager and trainer, highlighting her passion for connecting smaller brands with industry professionals who need their products. The conversation delves into Helen's early career, her transition into sales, and the importance of community and collaboration within the beauty industry. She emphasises the significance of trusting one's instincts and the value of surrounding oneself with supportive peers. Listeners will gain insights into the evolving landscape of beauty entrepreneurship and the importance of personalised approaches in business development. KEY TAKEAWAYS Trust Your Instincts: It's important to listen to your gut feelings when making career decisions. Following your instincts can lead to unexpected and fulfilling paths. Embrace Community: Surrounding yourself with a supportive network is crucial. Collaboration and connection with others in the industry can provide valuable insights and encouragement. Flexibility in Business: The ability to adapt and be flexible in your work schedule allows for a better work-life balance. It's essential to prioritise personal time while managing business responsibilities. Tailored Business Solutions: Each salon or beauty business is unique, and it's vital to customise solutions based on their specific needs rather than adhering to a one-size-fits-all approach. BEST MOMENTS "I think trusting your gut instinct is a big one... It's all just been, you know, I've turned left instead of turning right. You know, I should have been turning right every time and I've gone left for some reason and it's worked." - Helen "I always like to say, you know, there's enough work for everyone. You can help everyone... It's just, and, you know, you can help everyone." - Susan "I think there's more of a pull back to being connected with people than ever before. And people are really needing it more, more so than ever." - Helen "I want it to be a success for the brand, for the business and for my own brand as well. So it's really important that we get it right." - Helen HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan sits down with Sarah, a resilient entrepreneur and cancer survivor, to discuss her remarkable journey through the beauty industry and her battle with ovarian cancer. Sarah shares her experiences of starting a mobile beauty business at just 19, the challenges she faced during the COVID-19 pandemic, and the life-altering diagnosis that forced her to re-evaluate her priorities. As they delve into the importance of mindset, self-care, and the power of slowing down, Sarah emphasises the significance of listening to one's body and the transformative impact of meditation and visualisation. With a focus on helping others navigate their own health journeys, Sarah now offers coaching and holistic treatments, aiming to empower individuals facing cancer and stress. This episode is a heartfelt reminder of the strength of the human spirit and the importance of nurturing both mental and physical well-being. KEY TAKEAWAYS Slowing Down is Essential: Taking time to slow down and breathe is crucial for mental and physical well-being. It allows individuals to become present and avoid getting lost in overwhelming thoughts or stress. Mindset Matters: Identifying with wellness rather than illness is vital. The messages we tell ourselves can significantly impact our health, and maintaining a positive mindset can aid in healing. Importance of Self-Love: Practicing self-love and self-validation is necessary for overall health. It's important to prioritize personal well-being and recognise when to take a step back for self-care. Holistic Approaches to Health: Integrating practices such as meditation, breathwork, and touch therapy can help reset the nervous system and improve immune function, benefiting both mental and physical health. BEST MOMENTS "COVID for me was a bit of a lifesaver... I was in fight flight... I was very much in my masculine energy. It was just life, you know? That was how it was." - Sarah "You do have to listen to your body because I think if you don't, your body at some point will stop you." - Susan "I see having cancer now as my greatest gift... it really taught me how to live life differently." - Sarah "96% of salons will turn people away when they're actually facing a cancer diagnosis... How shit is it when you need someone to go into a salon and say, can I have a massage?" - Sarah HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Vicky Hendry, the chair of the British Institute and Association of Electrolysis (BIAE) and owner of the clinic Face Up. They delve into Vicki's extensive career in the beauty industry, exploring her journey from her early days in beauty therapy to her current role in promoting electrolysis, a treatment that has been around for 150 years. Vicki shares her insights on the importance of continuous professional development, the challenges faced during the COVID-19 pandemic, and the rewarding nature of electrolysis in transforming clients' lives. The conversation highlights the significance of professional bodies in maintaining high standards within the industry and offers valuable advice for practitioners, emphasising the need to trust one's instincts, continually review business practices, and value one's expertise. KEY TAKEAWAYS Electrolysis as a Lifelong Career: Electrolysis has been a significant part of the beauty industry for 150 years, yet it is not included in standard beauty therapy curricula. This highlights the need for ongoing education and specialisation in this field. Personal Journey and Adaptability: The journey into the beauty industry can be non-linear, with many professionals, like Vicky, transitioning through various roles before finding their niche. This adaptability is a unique aspect of the beauty industry, allowing individuals to explore different paths. Importance of Professional Development: Continuous professional development (CPD) is crucial for practitioners. Membership in professional bodies, such as the BIAE, provides access to resources, training, and a supportive community, which can enhance skills and knowledge. Client-Centered Approach: Electrolysis can significantly impact clients' lives, especially those dealing with unwanted hair. Practitioners should focus on building a partnership with clients, understanding their needs, and providing tailored advice to improve treatment outcomes. BEST MOMENTS "I think it's the sort of industry that very often people stumble into or discover." - Vicky "Electrolysis is something that is life-changing to a client, patient and also for a practitioner is something that is so worthwhile and satisfying to do." - Susan "Always pay attention to your gut. It really isn't wrong." - Vicky "I decided to move premises, which was a horrendous experience... but it was a case of, oh my God, what next?" - Vicky HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Susanne Webb from the Skin Blemish Removal Clinic, who shares her remarkable journey in the beauty industry. With over 30 years of experience, Susanne discusses her unique approach to business, thriving without social media and relying solely on local magazine advertisements and word-of-mouth referrals. She delves into her passion for advanced cosmetic procedures, emphasising the life-changing impact her work has on clients struggling with skin blemishes. The conversation also touches on the importance of seeking advice, believing in oneself, and the joy of giving back to the community through school visits. Listeners will be inspired by Susanne's dedication, artistic flair, and the personal connections she fosters with her clients. KEY TAKEAWAYS Success Without Social Media: Building a thriving business without relying on social media is possible. Instead, utilising traditional advertising methods, such as local magazines, can effectively attract clients. Personal Connection: Establishing a personal connection with clients through direct communication, such as phone calls, allows for a better understanding of their needs and creates a more comfortable environment for discussing sensitive issues. Passion for Specialisation: Focusing on a specific area of expertise, such as advanced cosmetic procedures, can lead to greater success and fulfillment in one's career. This specialisation can also help in building a loyal client base. Value of Advice: Seeking and valuing advice from experienced individuals in the industry is crucial. Listening to others' insights can provide valuable guidance and help navigate challenges in business. BEST MOMENTS "I don't do any social media whatsoever, and I never have. The only way that I actually advertise my business is through a little magazine." - Susanne "I believe that electrolysis was the foundation to all of my next steps, because without electrolysis, you haven't got the finesse and dexterity of your fingers." - Susanne "It's amazing how that has... worked phenomenally in your favour, hasn't it? And now you've got like a wait list for the work that you do." - Susan "If you can say that I change people's lives, it's not really me, it's the technique. Very, very often changes people's lives." - Susanne HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan brings together insightful clips from various guests, highlighting their unique journeys and experiences in the beauty industry. The episode features David Alpert from IIAA, who shares the inspiring story of how he and Tracy built their skincare brand, Environ, from humble beginnings in South Africa to becoming a significant player in the UK market. Vicky Ross discusses the importance of mindset and the impact of stress on our lives, while Jaxon Feeley offers a powerful perspective on navigating transitions and vulnerability, particularly in challenging environments. Nergish Wadia Austin emphasises the significance of high standards in the beauty industry, drawing from her extensive experience at Harrods. Finally, Samuel and Samantha Sweet from Sweet Squared share their journey of building a successful business rooted in customer care and community. KEY TAKEAWAYS Journey of Entrepreneurship: David Alpert shares the story of how he and Tracy started their business in the UK with very little money and no connections, emphasising the importance of determination and resilience in building a successful company from humble beginnings. Mindset and Stress Management: Vicky Ross discusses the difference between eustress (positive stress) and distress (negative stress), highlighting the importance of focusing on solutions rather than worrying about problems. She emphasises that stress is often a future-oriented emotion and encourages listeners to be present and proactive. Vulnerability and Connection: Jaxon Feeley reflects on his experience transitioning in a male-dominated prison environment, stressing the significance of having difficult conversations and being open about vulnerabilities. He believes that sharing personal struggles can foster understanding and connection among individuals facing their own challenges. BEST MOMENTS "We like to think of the people that work there as part of the family and the people that we work with externally as part of our community." - David "Stress is an emotion of the future. If you could spatially place it, why do you not pay attention to it in this moment?" - Vicky "Whenever you go through a transition in life, it doesn’t just affect you; it affects everyone around you." - Jaxon "Education in the industry is critical. It’s ongoing education that sets the standards." - Nergish "I wanted people to call and feel like they were getting a bit of love and respect." Samuel HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

In this special anniversary episode of Beauty Business Matters, Susan reflects on a year filled with inspiring stories and valuable insights from industry experts. The episode features highlights from interviews with notable guests such as Arif Isikgun, who shares his transformative journey in the beauty industry, and Josh Yardley, whose first client was Princess Diana. Listeners will also hear from Pauls Clipsham about the resilience of salon owners during the pandemic, and Mark Maloney discusses the evolution of Professional Beauty. The episode culminates with a look back at the very first guest, Ronan Percival from Phorest Software, who emphasises the importance of passion and innovation in business. KEY TAKEAWAYS Diverse Journeys in the Beauty Industry: Each guest shared unique experiences and paths within the beauty industry, highlighting that there are many ways to succeed and grow, whether through retail, education, or entrepreneurship. Resilience During Challenges: The impact of the pandemic was a common theme, with many guests discussing how they adapted and found opportunities for growth during difficult times, emphasising the importance of resilience in the beauty business. Importance of Customer Relationships: Building strong relationships with clients is crucial in the beauty industry. The bond formed between beauty therapists and clients is unique and essential for business success. BEST MOMENTS "I fell in love with the art of transformation. Beauty products make you feel a certain way, and I wanted to find natural solutions instead of going down the route of medication." - Arif "My first ever customer was a new fancy club called the Harbour Club in Chelsea, and Princess Diana was the first number one member. That gave me a little bit of leverage." - Josh "Lockdown was so tough for so many people. And yet, for me, it's the best thing that ever happened. It gave me time to reflect and magnified my business direction." - Paula "At its best, the salon sector has a real care about their customers and their teams, combined with savvy business practices. We need to shout that more." - Mark "If you're in love with the business, you're going to be more enthusiastic and willing to improve it. That energy attracts customers and motivates your team." - Ronan HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes AI strategist Marnie Wills, an expert in the field of artificial intelligence and its applications in business. Marnie shares her inspiring journey from being an international athlete to becoming a successful entrepreneur and AI strategist. The conversation delves into the transformative power of AI, discussing practical ways to leverage AI tools like ChatGPT and Jasper for business growth and efficiency. Marnie emphasises the importance of using AI as a collaborative partner rather than a mere tool, encouraging listeners to create personalised AI systems that enhance their productivity. With actionable tips and insights, this episode is a must-listen for anyone looking to navigate the evolving landscape of AI in their industry. KEY TAKEAWAYS AI as a Second Brain: Utilise AI tools like ChatGPT not just as a writing assistant but as a second brain that can help brainstorm ideas, generate content, and provide insights based on your expertise and input. Creating AI Projects: Set up specific AI projects tailored to your needs. This involves organising relevant documents and providing clear instructions to the AI, which can enhance its ability to assist you effectively. Continuous Learning: Embrace a mindset of continuous learning and adaptation. Regularly engage with AI tools, listen to podcasts, and explore new features to stay updated on the rapidly evolving landscape of AI technology. Collaboration with AI: Approach AI as a collaborator rather than a replacement. By working alongside AI, you can enhance your creativity and efficiency, allowing it to handle repetitive tasks while you focus on strategic decision-making. BEST MOMENTS "I think it's really important that we ask our large language model... what your perspective is, or any stories related to an outcome that it's told you to write about." - Marnie "AI content is expected. So I don't think that's an issue, but I think you would probably agree, you don't want to read boring AI stuff all the time." - Marnie "I think learning from someone who is a true expert, who can like sort of be ahead of that curve kind of thing, is just so valuable." - Susan HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters Connect with Marnie - https://www.linkedin.com/in/marnie-wills-entrepreneur?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=ios_app https://stan.store/business_with_ai_strategist Download Free Resources - This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

Susan welcomes Natalie Jackson, the 2025 Professional Beauty Electrologist of the Year at NJ Skin Clinic. Natalie shares her inspiring journey into the world of electrolysis, detailing her initial reluctance towards the discipline during her training in beauty therapy, which began in 1989. As she recounts her experiences, Natalie highlights the transformative power of advanced cosmetic procedures and the profound impact they can have on clients' self-esteem. The conversation delves into the evolution of her career, from working in a salon to establishing her own business, and the challenges she faced along the way, including balancing motherhood with her professional aspirations. With a focus on the importance of specialisation and high standards in the beauty industry, Natalie discusses her commitment to continuous learning and her passion for helping others. KEY TAKEAWAYS Journey into Electrolysis: Natalie's career in beauty therapy began in 1989, where she initially struggled with electrolysis but eventually fell in love with the profession, particularly the impact it had on clients' self-esteem. Specialisation and Expertise: Over the years, Natalie has specialized in advanced cosmetic procedures, particularly in electrolysis, which has become increasingly popular as an alternative to laser treatments. Her focus on this niche has established her as a trusted expert in the field. Client Impact: The transformative effect of her work on clients is a significant motivator for Natalie. She shared poignant stories of clients whose self-esteem improved dramatically after receiving treatment for conditions that affected their appearance. BEST MOMENTS "I think when you become good at something, you then start to love it, you know, and that's what happened." - Natalie "Electrolysis is one of beauty's best kept secrets, you know, it's such a skill." - Natalie "It's finding someone that's hard because there aren't many of us that have done that advanced training or have the years of experience." - Susan "I think specialising, it's like a secret power, really. It's scary to do, but you can't live your life for other people." - Natalie HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication.  Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1 and 2.  She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide. USEFUL LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/