Beauty Business Matters
From Department Stores to Dove Spa: Lessons from a Beauty Legend
What does nearly five decades in the beauty industry actually look like behind the scenes? To celebrate the 100th interview episode of Beauty Business Matters, host Susan Routledge sits down with industry icon Fran Hayter for a deeply honest, joyful conversation. From driving a double-decker bus through Jordan to running 152 salons and launching Dove Spa globally, Fran shares the wild highs and tough lessons of her legendary career. Beyond corporate success, the discussion dives into breaking taboos around cancer touch therapy, supporting clients through local Tea & Therapy events, and why older clients should never be made invisible. Packed with heart, sharp business insights, and plenty of laughs, this milestone chat is a masterclass in resilience, compassion, and living life to the absolute fullest 5 Key Takeaways Beauty Beyond Aesthetics: Compassionate care, such as accredited Cancer Touch training, ensures vulnerable clients are never turned away when they need comfort most. Protecting Health First: Overworking seven days a week leads to severe burnout and long-term health consequences that no financial payoff can fix. Valuing Senior Clients: Older demographics hold significant purchasing power and deserve respect, connection, and tailormade attention. Silence the Inner Critic: High achievers often struggle with self-doubt, but sharing worries openly prevents unnecessary stress. Embracing New Doors: Career success comes from embracing unexpected risks, collaborating with competitors, and continuing to learn at any age. Quotes "I want to get to the pearly gates and say, I own nothing, but I've been everywhere." "Do not treat old people like they are 12 and don't make them invisible." "When you work in the service industry, it is tough. You do not make the profit you make selling product." "Worrying has absolutely no outcome. It's just wasted energy." "Get on well with your competitors. Don't go against them because nobody gains from that." Chapter Timestamps 00:00 - Celebrating 100 Episodes with Fran Hayter 02:08 - London College of Fashion & Early Travel Adventures 06:02 - Heading Up Beauty at Selfridges & Regis 14:50 - The Rise of Dove Spa & Product Development 19:13 - Consultancy, Burnout, and the Reality of Overworking 23:31 - E-Commerce Ventures & Podiatry Innovations 28:48 - The Made for Life Foundation & Cancer Touch Therapy 41:18 - Folk U Cancer & Expanding Community Support 48:38 - Mindset, Managing Self-Doubt, and Respecting Older Clients 57:08 - Reflections, Remote Work, and What’s Next SOCIALS & IMPORTANT LINKS https://susanroutledge.com https://www.instagram.com/susan_routledge/ https://www.tiktok.com/@beautybusinessmatters https://marketing.susanroutledge.com/beauty-and-the-best-chapters How To Connect With Our Guest: hello@clinicmusthaves.com SPONSORSHIP Book your Opportunity Review with The Smart Group: https://www.the-smartgroup.co.uk/opportunityreview https://www.phorest.com/gb/ HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.
