Beauty Business Matters

"Beauty Business Matters" is an essential podcast for ambitious beauty salon and skin clinic professionals. Host Susan Routledge delves into the heart of industry success, interviewing global business experts, outstanding beauty professionals, and leading CEOs from skincare, beauty, and aesthetic equipment companies. Each episode uncovers invaluable insights on thriving in the dynamic and competitive beauty market. From cutting-edge trends to time-tested strategies, listeners gain practical knowledge to elevate their businesses. Whether you're a seasoned owner or an aspiring entrepreneur, this podcast delivers the expertise needed to stay ahead in the ever-evolving beauty industry.

Beauty Business Matters is a arts podcast hosted by Susan Routledge, with 109 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Susan Routledge hosts Beauty Business Matters, a arts show with 109 episodes published.

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  Beauty Business Matters

  Why Salon Retail Is Missing the Mark (and How to Fix It)

  Aug 16, 202651 min

  Selling skincare doesn't have to feel like an uphill battle or an awkward sales pitch. It’s time to rethink what retail actually means in the salon and spa world. Beyond just bottles on a shelf, authentic retail is an essential extension of client care, connection, and long-term results. When therapists shift from "selling" to guiding clients on a personal wellness journey, everything changes—including the bottom line.  This conversation explores how to build genuine trust, why consultation is the true heart of any treatment, and how to navigate the rising tide of AI and automation without losing the priceless human touch. Discover how simple mindset shifts, actionable rules like the 70-20-10 communication framework, and authentic storytelling can help salons thrive in a rapidly changing industry.   5 Key Takeaways - Reframe Retail as Client Care: Skincare retail is an extension of treatment results and aftercare, not a hard sales pitch.   - The Consultation Is King: Building trust during the initial consultation drives up to 80% more lifetime client value.   - Master the 70-20-10 Rule: Spend 70% of time on the client, 20% on personal rapport, and 10% on professional recommendation.   - Embrace Storytelling: Sharing relatable, authentic stories makes product recommendations 22 times more memorable than facts.   - Balance AI with Human Touch: While automation handles admin, high-level human connection remains the ultimate industry currency. Direct Quotes "Retail isn't about selling for me... It's actually a communication tool. It's confidence boosting."   "The consultation is the most important part of the service. It's actually not even the treatment."   "Human connection is the currency of the next ten years."   "Always share from the scar and never the wound."   "Be your most authentic self at all times. Stop looking at other people." Key Timestamps 00:00 – Welcome & Reconnecting 03:00 – Why Salon Retail Is Still an Uphill Battle   06:36 – Skincare: Commodity vs. Luxury   14:16 – Why the Consultation Matters Most   23:04 – The Power of Story Selling & Authenticity   31:38 – The 70-20-10 Rule for Client Retention   35:32 – AI, Automation, and the Future of Beauty Touchpoints   42:55 – Golden Nuggets for Industry Success SOCIALS & IMPORTANT LINKS ⁠ https://susanroutledge.com https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters How To Connect With Our Guest: https://www.instagram.com/aibeautyconsultancy/ SPONSORSHIP Find out more with The Smart Group's Laser Buyers Guide: https://www.the-smartgroup.co.uk/diode-family-page ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta   This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠ HOST BIO  Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.

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  Beauty Business Matters

  Building a Fully Booked Beauty Business on Your Own Terms

  Aug 9, 202653 min

  Ever felt like your business is running you instead of the other way round? In this inspiring episode, Chicago-based skincare specialist Katt Philipps shares her remarkable journey from working as a special effects makeup artist in Hollywood to creating a thriving, fully booked skincare practice. Kat opens up about hitting complete burnout, coping with illness, and the life-changing business shifts that restored balance. Discover how setting clear boundaries, opening yearly bookings, and embracing retail transformed her workload—allowing her to work just one week on, one week off while maintaining higher financial security. Packed with honest insights on client trust, asking for help, and creating a business on your own terms, this is a must-listen for salon owners and beauty professionals. 5 Key Takeaways Build on Your Terms: You don’t have to follow traditional industry models; design a schedule and business structure that serves your life. Leverage Scarcity: Opening client bookings once a year creates natural demand, reduces last-minute cancellations, and guarantees consistent income. Retail Drives Results: Skincare products do the heavy lifting between appointments, ensuring lasting client results and boosting profit margins. Prioritise Health: Ignoring physical and mental strain leads to severe burnout—listen to your body before it forces you to stop. Ask for Support: Requesting help and asking questions is a powerful professional strength, not a weakness. 5 Selected Quotes "I want to be able to paint healthy on someone who wasn't." "Saying no to them is so hard, but because we now have online booking, I had so many people booking on my schedule." "My business didn't have to be what everybody else says it has to be." "If you're not educating your clients on what they should be using, somebody else will." "Don't be so proud that you don't ask for help. We can't be an island." Chapter Timestamps 00:00 – Welcome & Introduction 02:04 – From Hollywood Film Sets to Beauty Therapy 05:51 – Launching Graffin & Overcoming Initial Challenges 08:58 – The Reality of Burnout, Illness, and Overbooking 11:59 – The Breakthrough: Booking Out a Year in Advance 20:29 – Designing a Dream Schedule: Working 20 Weeks a Year 26:43 – Protecting Mental Health & Grounding in Nature 31:14 – Why Retail is Essential for Client Results and Revenue 42:24 – How Client Referrals and Loyalty Built the Brand 47:46 – Kat’s Golden Nuggets for Business Success SOCIALS & IMPORTANT LINKS ⁠ https://susanroutledge.com⁠ https://www.instagram.com/susan_routledge/⁠ https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beautydirectorsmasterclasswaitlist-9984 How To Connect With Our Guest https://www.instagram.com/grafin_beauty/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠ HOST BIO  Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.

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  Beauty Business Matters

  Are You Addicted to Stress? How Your Mind Blocks Manifestation

  Aug 2, 20261h 3m

  Manifesting gets a reputation for being a bit woo-woo, but the truth is you are doing it every single second without even realising it. Joined by the brilliant Vicky Ross, this conversation dives deep into the real mechanics of how frequency, brainwaves, and childhood conditioning shape our day-to-day lives. From breaking free of the body’s addiction to stress and emotional drama to shifting money mindsets and healing the relationship with yourself, it’s time to stop letting past stories dictate the future. Packed with practical wisdom on daily gratitude and stepping out of survival mode, this episode will completely change how you view your own power to create a thriving life and business. 5 Key Takeaways Constant Creation: Manifestation isn't an switch you turn on; every thought, emotion, and frequency continuously shapes reality. Survival Mode Blocks Creativity: High stress keeps the brain in high beta waves, trapping the body in fight-or-flight and preventing problem-solving or dreaming. The Identity Split: Childhood conditioning creates adapted personalities designed for approval, which can unconsciously block adult success. Emotional Addiction: The body gets addicted to the internal chemicals of emotions like worry or drama, often seeking out stress to get its fix. Gratitude Elevates Frequency: Daily gratitude actively shifts vibrational energy out of low states, allowing aligned goals to naturally unfold. 5 Quotes "Every single person is manifesting all the time... it's the good and the bad of manifesting." "The outside world exists to show the inside world's problems." "When your body's in high stress... you're not resting and digesting... ultimately your body starts to break down." "As much as it's easy to get addicted to things like drugs and alcohol... we get addicted to the chemicals of the emotions." "Gratitude has got one of the highest vibrational frequencies, it's highest energy." Podcast Chapters 00:00 – Welcome back & Demystifying Manifestation 02:53 – How the Outside World Mirrors Your Inside Reality 05:10 – The Unconscious Mind, Safety & Survival Mode 07:44 – High Stress, Brainwaves, and Physical Breakdown 12:00 – Understanding Frequencies, Emotions, and Nature 17:00 – Childhood Conditioning and the Identity Split 29:00 – Emotional Addiction & Breaking the Stress Cycle 31:10 – Money Mindset: Relationship, Energy & Frequency 40:00 – Setting Intentions, Patience, and Real-Life Alignment 52:20 – The Power of Gratitude & Rewriting Your Internal Story SOCIALS & IMPORTANT LINKS ⁠ https://susanroutledge.com ⁠https://www.instagram.com/susan_routledge/ ⁠⁠https://www.tiktok.com/@beautybusinessmatters ⁠⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters ⁠ See how Vicky can help you: https://www.vickyross.com/   SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max  ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠ HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.

  ListenShow Notes
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  Beauty Business Matters

  How Expertise and Tiered Pricing Can Transform Your Salon

  Jul 26, 202652 min

  Ever wondered what it takes to turn salon ownership from a stressful hobby into a thriving, structured business? In this episode, multi-award-winning salon owner Justyna Rostek shares her incredible journey—from moving to the UK with basic English to building a top-performing Guinot franchise. Discover why salon owners need to charge based on their experience, how to pre-sell treatments before investing thousands in new equipment, and why mastering the entire client journey is key to client retention. Plus, Justyna reveals the vital skin cancer detection training that ultimately saved her husband’s life. Packed with practical, warm advice, this conversation is essential listening for any salon owner looking to elevate their business and balance their life. Key Takeaways Become an expert before an entrepreneur: Gain experience across various salons to learn the business and make mistakes on someone else's payroll. Charge according to expertise: Tiered pricing stops owners from being overworked while giving them time to train their team. Pre-sell before buying equipment: Test the market and pre-sell courses to ensure a fast return on investment before purchasing costly devices. Guide the client journey: Frame recommendations around solutions to problems, then give clients space to decide without talking them out of the sale. Invest in health detection training: Skin cancer awareness training equips therapists with life-saving skills to protect clients and loved ones. Direct Quotes "Become an expert before you become an entrepreneur." "Charge according to your expertise." "Go out there and make mistakes on somebody else's payroll." "Therapists look at it from the point of 'oh, but I enjoy doing brows'... rather than make money." "You're not selling, you're advising." Timestamp Chapters 00:00 – Welcome to Beauty Business Matters 01:23 – Early Days: From Poland to London 08:48 – Taking the Leap into Salon Ownership 13:08 – The Franchise Model & Business Structure 20:43 – Crunching Numbers & Smart Equipment Buying 28:12 – Guiding the Client & Master Sales Techniques 35:12 – MASK Training & Saving a Life 43:14 – Justyna’s Top Golden Nuggets for Salon Success SOCIALS & IMPORTANT LINKS https://susanroutledge.com⁠ https://www.instagram.com/susan_routledge/⁠ https://www.tiktok.com/@beautybusinessmatters⁠ https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠ Follow Justyna Rostek on Instagram!: https://www.instagram.com/justyna.rostek/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠https://www.phorest.com/⁠ ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠ This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠ HOST BIO Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.

  ListenShow Notes
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  Beauty Business Matters

  Shifting from Beauty to Skin: The Power of Pivoting Your Salon

  Jul 19, 202640 min

  It takes an immense amount of courage to completely flip a business model when you're already running a highly successful, multi-award-winning clinic. Tessa Roszkowski joins the conversation to share the incredible journey behind her 20 years in the beauty and aesthetics industry, including the defining moment she decided to step back, close a branch, and completely drop traditional beauty treatments to focus solely on high-level skin results. This honest dialogue explores what it really takes to navigate massive industry shifts, manage an expert team with zero turnover, and rebuild authentic client trust in a world saturated by fleeting social media trends and automated AI consultations. From fighting major health battles while managing payroll from a hospital bed to restructuring opening hours for a truer sense of personal harmony, this is a masterclass in resilient, heart-led leadership. Discover why staying in your lane and prioritizing deep client education over shiny new trends is the ultimate secret to long-term business survival. Key Takeaways The Power of the Pivot: Streamlining a massive service menu to focus entirely on a core niche—like shifting from general beauty to advanced skin health—can dramatically boost business longevity and client results.   Brand Identity Over Trends: Resisting the urge to chase every fleeting industry fad or "shiny penny" piece of equipment preserves long-term brand integrity and prevents costly financial mistakes.   Earned Trust Through Education: Empowering clients with deep, transparent education about their specific skin needs is the absolute best way to cut through online misinformation and build an authentic bond.   People-First Leadership: Nurturing a team through clear protocols, extreme empathy, and structural support creates an empowered environment that fosters virtually zero staff turnover.   5 Direct Quotes "We completely pivoted and changed our business during that period... our focus now is just skin."   "I believe the balance is in the relationships that you have... to give you the flexibility and not have that guilt to go and do what you need to do."   "Be leaders in what you do and don't follow trends... it's so easy to just jump on that bandwagon."   "The more your team are looked after, the more everything, the whole machine just runs smoothly."   "Just empower them with the right information about their skin, because then they'll make the right choices easily." Key Timestamps & Chapters 00:00 Celebrating 20 Years of Multi-Award-Winning Business Success   02:27 The Evolutionary Journey from Beauty Junior to Flagship Owner   04:48 Making the Radical Decision to Drop Beauty and Focus Entirely on Skin   11:25 Rebuilding Authentic Trust Against Saturated Online Trends and AI   12:58 Empowering Clients Through Honest Education Over Faddish Marketing   23:33 Navigating Personal Health Storms While Guarding Your Business Core   33:11 Cultivating a People-First Culture to Achieve Zero Team Turnover SOCIALS & IMPORTANT LINKS ⁠https://susanroutledge.com⁠ ⁠https://www.instagram.com/susan_routledge/⁠ ⁠https://www.tiktok.com/@beautybusinessmatters⁠ ⁠https://marketing.susanroutledge.com/beauty-and-the-best-chapters⁠  Find out more about Tessa Stevens Health and Beauty:  https://www.tessastevens.com/ SPONSORSHIP Book your discovery call with The Smart Group: https://www.the-smartgroup.co.uk/contact?utm_medium=cpc&utm_source=google&utm_campaign=pixal-diode-p-max ⁠https://www.phorest.com/⁠  ⁠https://share.hsforms.com/1Z3Q1VRM8TNqfn11f4cZyPA1c4ta⁠  This Podcast has been brought to you by Disruptive Media. ⁠https://disruptivemedia.co.uk/⁠  HOST BIO  Susan Routledge is a distinguished figure in the beauty industry with over 38 years of experience. As a multi-award-winning salon owner and international business consultant, she's recognized among the top UK industry influencers for her passion and dedication. Known for her down-to-earth, light-hearted approach, Susan is an international speaker and established awards judge. She founded the exclusive Beauty Directors Club, a global membership community for salon, clinic, and spa owners, offering business resources and multi-expert advice. Susan also created the online "Salon Success Freedom" program to help beauty businesses thrive. Susan founded and has grown her clinic of 36 years in Co. Durham into the largest independent beauty salon in Northeast England. She is the creator of the trademarked STABLE business formula and author of "The Little Book of Client Retention" and the world's No. 1 bestsellers "Beauty And the Best" 1, 2 and 3. She serves on the Professional Board for BABTAC, helping to represent and raise industry standards, and on the advisory board for the prestigious PHAB Service Stars. Susan's expertise continues to shape and elevate the beauty industry worldwide.

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