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/

Susan Routledge sits down with Mark Maloney, the CEO and founder of Professional Beauty Magazine and Trade Exhibitions. They delve into the origins of Mark's company, discussing the challenges faced during its early years, including a lack of profit for the first seven years. Mark shares insights on the evolution of the beauty industry, emphasizing the importance of community and collaboration among salon owners and therapists. The conversation highlights the significance of education, the impact of recent economic changes, and the growing demand for advanced treatments.

KEY TAKEAWAYS

Industry Evolution: The beauty industry has transformed significantly over the years, becoming more democratic and inclusive, with a diverse range of professionals and clients engaging in beauty treatments.

Importance of Community: Building relationships within the industry is crucial. Salon owners and therapists often support one another.

Value of Education and Events: Events like trade shows and educational sessions are vital for professional growth.

Challenges and Adaptability: The industry faces challenges such as rising costs and economic pressures, but these can also lead to innovation and adaptation.

BEST MOMENTS

"The salon sector, beauty and hair, but particularly beauty, have a real care about their customers as their teams. And as well as some very savvy business people." - Mark

"I always think, you know, clients, if you get your branding right and get your ethos and what your business is about, right and show your expertise, clients are attracted to that." - Susan

"I think there'll be even more of a move to results-driven treatments and advanced treatments. I think that's still happening." - Mark

"I always like to say, fill in the application. It's like it's one of the best business plans you'll do." - 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 "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/

https://mag.professionalbeauty.co.uk/

In this episode, Susan broaches the topic of discounting in the salon and clinic industry. While she acknowledges that discounts can sometimes attract new clients, she emphasises the potential pitfalls of relying on them as a marketing strategy. Susan shares insights on how deep discounting can devalue treatments and harm a salon's reputation, urging owners to focus on retaining existing clients instead. She offers alternative strategies, such as using add-ons and planning promotions around popular treatments, while also highlighting the importance of understanding the reasons behind client retention issues.

KEY TAKEAWAYS

• Discounting should be approached with caution and not be a regular part of marketing strategies, as it can devalue services and lead clients to expect lower prices.

• Instead of offering discounts to attract new clients, salon owners should focus on understanding and addressing the reasons behind client attrition to retain existing clients.

• Offering add-ons to popular treatments can be a more effective strategy than discounting less popular services, encouraging clients to try new treatments without devaluing existing ones.

• Any discounts or promotions should be carefully planned and have a clear rationale, such as a new treatment launch or a special occasion, to maintain the perceived value of services.

• Salon owners can collaborate with suppliers to obtain products for promotions or events, which can help create excitement and engagement without incurring additional costs.

BEST MOMENTS

"I'm not saying never discount, but it has to be very, very carefully planned and not something that is just part of your marketing structure."

"Discounts can inadvertently show a client that you can afford to do the treatment at a far lesser price, or else why would you be doing the discount?"

"It's far easier to make past clients raving fans again with just a little bit of TLC rather than constantly chasing new business."

"Instead of thinking of discounts, use add-ons instead. A far better idea is to run a promotion on a busier treatment, linking it to an add-on."

"Always have a reason around it, but always as well, plan ahead, so make sure that you're proactive rather than reactive."

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/

Susan welcomes Amy Bates, a transformative figure in the beauty industry and founder of Beauty Rebellion. Amy shares her fascinating career journey, from her early days as a police officer to becoming a successful bridal hair and makeup artist, and ultimately focusing on body image and inclusion within the beauty sector. The conversation delves into the significant impact of societal standards on body image, the challenges faced by various underrepresented groups, and the importance of creating an inclusive environment in salons and spas.

KEY TAKEAWAYS

Career Evolution: The journey from being a police officer to a successful career in the beauty industry highlights the importance of following one's passion and the continuous evolution of professional paths.

Body Image Awareness: There is a significant need to address body image issues within the beauty industry.

Inclusion and Accessibility: Many individuals, including those with disabilities or different body types, face barriers when accessing beauty services.

Business Benefits of Inclusivity: Embracing body positivity and inclusivity can lead to increased client retention, referrals, and overall profitability.

BEST MOMENTS

"If you don't love what you do, it's very, very hard to stay in a good place mentally with it." - Amy

"We live in a society where the size of your body is really important... and there's so much negative emotion and anger towards bigger bodies." - Amy

"You are very right about the images when you just sort of think about it." - Susan

"Businesses that are actively inclusive are 33% more likely to outperform businesses that are not inclusive." - Amy

SPONSOR

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.

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/

SPONSOR

https://www.phorest.com/

In today's episode, Susan explores the critical topic of cash flow management for salon owners. She emphasises the importance of mindset and effective business systems in maintaining financial health. Susan challenges listeners to reflect on their attitudes towards money and encourages them to take responsibility for their current financial situations. By sharing insights on visualisation, goal setting, and the power of positive thinking, she inspires salon owners to shift their focus from scarcity to abundance.

KEY TAKEAWAYS

• A positive money mindset is crucial for salon owners. Focusing on abundance rather than lack can significantly impact financial outcomes.

• Salon owners must take 100% responsibility for their current financial situation. How they perceive and handle their circumstances can lead to either success or mediocrity.

• Imagining what it would be like to have a financial boost (like £30,000) can help salon owners set goals and create actionable plans to achieve them.

• To maintain cash flow, it's essential to establish and refine business systems and processes that support financial health and growth.

• Regularly writing down goals and dreams, along with actionable steps to achieve them, can help salon owners stay focused on their vision and create a roadmap for success.

BEST MOMENTS

"Are you killing your salon cash flow? Because sadly, I think a lot of you are."

"If you haven't changed your mindset, there's about a 90% chance that you'd end up in the same financial situation as you started with."

"You have to take 100% responsibility for your current situation."

"If you are just carrying on doing the same things, you are going to get the same results."

"Keep dreaming, keep writing everything down, and hopefully that £30,000 is going to be sitting in your bank account."

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/

In this episode of "Beauty Business Matters," Susan Routledge welcomes back the dynamic Vicky Ross for a deep dive into personal transformation and the power of mindset. Building on their previous conversation, they explore actionable steps for listeners to create the future they desire, emphasizing the importance of living life on one's own terms. Vicky shares her extensive background in NLP, hypnotherapy, and coaching, along with techniques to help individuals articulate their goals and overcome the fears and conditioning that often hold them back. The discussion highlights the significance of gratitude, the art of writing future letters, and the necessity of aligning one's mindset with their aspirations.

KEY TAKEAWAYS

Living Life on Your Terms: It's essential to identify what you truly want in life and to pursue it without being hindered by societal expectations or fears.

The Power of Future Letters: Writing a future letter can help individuals visualize their goals and aspirations.

Gratitude as a High-Vibrational Energy: Practicing gratitude daily can significantly shift one's mindset and energy.

Mindset and Attitude: The way you approach life—your attitude—can determine your success.

Self-Trust and Authenticity: Trusting your instincts and being true to yourself is vital for personal and professional growth.

BEST MOMENTS

"The biggest thing... is the person that they are today does not have the life that they want in the future. So to have that future, there's a different person living there." - Vicky

"I think it is that you're doing what's predictable or what is expected of you... a lot really, really struggle with being specific on what they want."- Susan

"The unconscious mind cannot process the negative... when you say I don't want to be broke, the only thing that your brain can process is I want to be broke."- Vicky

"Everything in your life is an extension of you. If you are in alignment... it doesn't matter what you do, it will work."- Vicky

SOCIAL & IMPORTANT LINK
www.vickyross.com

https://susanroutledge.com

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

https://www.tiktok.com/@beautybusinessmatters

https://marketing.susanroutledge.com/beauty-and-the-best-chapters

SPONSOR

https://www.phorest.com/

https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta

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.

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. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive.

She founded and has grown her clinic for 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She created the trademarked STABLE business formula and is the 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.