Susan Routledge sits down with Katie Lowndes, a former therapist from the northeast of England who has carved out an impressive career in the beauty industry. Now based in Melbourne, Australia, Katie shares her remarkable journey from working as a therapist to becoming a key figure in Elemis, where she has played a pivotal role in building distribution in Australia and New Zealand. The conversation delves into Katie's experiences on cruise ships, her transition into training and management, and her passion for continuous learning and personal development. With valuable insights on sales, team dynamics, and the importance of asking the right questions, this episode is packed with golden nuggets for anyone looking to thrive in the beauty business.

KEY TAKEAWAYS

Embrace Continuous Learning: Always seek opportunities to learn and grow, whether through formal education, training, or personal development. This mindset can lead to new career paths and enhance your skills.

Value Feedback: Be open to receiving feedback from others, whether it's from colleagues, mentors, or clients. Listening and reflecting on this feedback can help you identify areas for improvement and personal growth.

Utilize Questions in Sales: Effective consultation and sales hinge on asking the right questions. Engaging clients with thoughtful inquiries allows you to understand their needs better and tailor your recommendations accordingly.

BEST MOMENTS

"Questions are your biggest ally... If you just took the time and actually genuinely asked what's going on and what do you use, they feel amazing because someone's listened to them." - Katie

"Sales has left till the very last end thing... But it has to be where not only asking questions, but listening to the answers as well." - Susan

"Don't be scared to invest money... Sometimes people are scared to address things that could really make a big difference." - Katie

USEFUL LINKS

https://susanroutledge.com

https://www.instagram.com/susan_routledge/

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 "Bea 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.

Susan Routledge interviews David Alpert from IIAA and Environ, celebrating the remarkable 30-year journey of their family-owned business. David shares insights into the company's humble beginnings, the challenges faced while establishing Environ Skincare, and the innovative strategies that propelled their success, particularly during the 2008 recession. The conversation delves into the importance of training, the evolving landscape of the skincare industry, and the vital role of skincare professionals in delivering results-driven care.

KEY TAKEAWAYS

Entrepreneurial Journey: The company started over 30 years ago with founders Tracy and David arriving in the UK with no connections or money.

Community and Family Business: Despite being perceived as a large corporate entity, the company remains privately owned and operates as a family business.

Value of Training and Expertise: Continuous training and education are crucial for skincare professionals.

Impact of Economic Conditions: The 2008 recession was a turning point for the company, as they chose to invest in growth while competitors were cutting back.

BEST MOMENTS

"We often joke that we've been a 30-year overnight success. It took a lot of hard work, sweat, and tears, but we could see that we were making progress." - David

"It's just so lovely to know the story behind it. All those like, you know, jumping in a car and just like having some products in a car." - Susan

"During a downturn, what you need to do is show value for money. And value for money has absolutely nothing to do with price." - David

"What we're starting to understand is that actually the importance of the work that you guys are doing is vastly underestimated in terms of the impact." - David

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 "Bea 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/

In today's episode, Susan addresses two frequently sought after initiatives: the Beauty Directors Club and the Beauty Roundup events. She explains that the Beauty Directors Club, established in 2018, is a private membership for established beauty salon and skin clinic owners, fostering a supportive community focused on business excellence. Susan highlights the club's achievements, including collaborations for charity and the creation of bestselling books that inspired the Beauty Roundup events. These events, held in various cities, feature inspiring stories from members and provide valuable networking opportunities, all while promoting business growth and community engagement.

KEY TAKEAWAYS

• This is a private membership created in 2018 for established beauty salon and skin clinic owners, aimed at providing a supportive platform to celebrate successes and tackle challenges in the beauty business.

• Members of the Beauty Directors Club benefit from a close-knit community that fosters collaboration, mentorship, and shared learning experiences, including weekly sessions with industry experts and social discussions.

• These events were inspired by the success of the bestselling books written by members and serve as networking opportunities where salon owners can share their business insights and learn from each other.

• The Beauty Directors Club is involved in charitable efforts, including setting up business loans for aspiring salon owners in developing countries and participating in fundraising activities for the Hair and Beauty Charity.

• Beauty Roundup events are two-hour sessions held during exhibitions, featuring inspiring speakers and valuable networking opportunities, along with goodie bags and a prize draw to enhance the attendee experience.

BEST MOMENTS

"Beauty Directors Club is a private membership that I created back in 2018 for exclusively for established beauty salon and skin clinic owners."

"It's quite hard to explain, because we are such a close network, and so supportive, but it is as well where we are all striving to take our business to a whole new level."

"We've also collaborated together to raise money for charities. It's lovely because then it's like a loan that they pay back then we help someone else."

"What we've brought together as well is the networking event. Everyone says that they get so inspired by listening to everyone else."

"The events are two hours long and then we always have fantastic goodie bags as well because the suppliers always are so, so supportive."

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 "Bea 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/

SPONSOR

https://www.phorest.com/