"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.
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From Rolls-Royce to SpaWell: Sara Young’s Unconventional Journey
Sunday, October 4, 2026 • Duration 47:11
What happens when you swap selling aircraft engines for building a thriving spa and wellness community? Sara Young, founder of SpaWell, drops in to share her brilliant journey from corporate flight cabins to creating the go-to network for spa professionals. We dig into why connecting the spa and beauty sectors is crucial, the real tea on managing early-stage startup expectations, and how to navigate the industry's recruitment challenges through new student initiatives. Plus, we discuss why AI can never replace authentic human touch and how wellness leaders desperately need to practice the self-care they preach. Packed with practical wisdom on embracing unexpected pivots and building genuine industry relationships, this conversation is an absolute must-listen for spa directors, salon owners, and therapists looking to elevate their business.
5 Key Takeaways
Community thrives on genuine connection and peer support rather than vanity metrics like online likes or immediate group activity.
Career paths in beauty and wellness are rarely linear, and skills learned in corporate sectors can bring fresh efficiency to spa leadership.
Unifying spa, salon, and education channels creates stronger career pathways and better workplace readiness for new graduates.
While AI streamlines operational tasks like diary management, it elevates the necessity and value of hands-on human connection.
Industry leaders must prioritize their own self-care and experiential downtime to avoid burnout and lead authentically.
Quotes
"While everyone else is sipping champagne in business class, I'd be there doing my AMP."
"Actually, it's much more important to get what people really enjoy and speaking to people and connecting with them."
"There's more power in connecting and chatting and getting to know each other."
"I don't think we should look at AI in our industry at all as replacing people. It just gives you more opportunity to be with people."
"I was in such a rush to get here and to get there... and actually enjoying the journey is so important."
Chapter Timestamps
00:00 – Connecting Spa and Beauty
01:08 – From Rolls-Royce to Spa Director
04:33 – Launching SpaWell & Mindset Shifts
09:37 – Breaking Industry Silos
15:32 – Evolving Communities for Therapists
23:01 – Tackling Recruitment & Education
31:05 – Human Touch vs. AI
35:03 – Retreats & Self-Care for Leaders
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.spa-well.com/about-us
https://uk.linkedin.com/in/sara-young-b2886162
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/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.
From Department Stores to Dove Spa: Lessons from a Beauty Legend
Sunday, September 27, 2026 • Duration 01:02:37
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
https://madeforlifefoundation.org/product/folk-you-cancer-18th-july-2027/
How To Connect With Our Guest:
hello@clinicmusthaves.com
https://onlyfootcare.com/
SPONSORSHIP
Book your Opportunity Review with The Smart Group:
https://www.the-smartgroup.co.uk/opportunityreview
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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.
Why Gut Health and Microbiome are the Future of Beauty
Sunday, September 20, 2026 • Duration 43:58
Ever wondered how much your gut health is secretly dictating your skin's glow? In this warm and inspiring conversation, host Susan Routledge sits down with naturopathic nutritionist Suzanne Hart, who shares her fascinating 33-year evolution from running a successful health and beauty salon to mastering holistic nutrition. Together, they explore how internal wellbeing directly impacts conditions like rosacea, acne, and migraines, highlighting why topical treatments are only half the battle. Suzanne breaks down the power of the microbiome, the dangers of ultra-processed foods, and simple lifestyle swaps that boost longevity without rigid dieting. She also reveals her upcoming education courses designed specifically to empower beauty therapists with practical nutritional knowledge. Packed with heart, industry experience, and actionable wellbeing insights, this episode is a warm reminder to never stop learning and to always run a business on your own terms.
5 Key Takeaways
Skin issues like rosacea and acne are deeply connected to gut health, making internal nutritional awareness essential alongside topical treatments.
Early life factors, such as birth method and infant feeding, play a fundamental role in shaping the lifelong microbiome.
Avoiding ultra-processed foods with five or more ingredients is a simple, effective strategy for improving long-term vitality.
Business growth isn't just about expanding headcount; scaling down to focus on core passions often creates greater profit and personal fulfillment.
Practical nutritional education allows salon professionals to provide deeper client care and better aesthetic results.
Quotes
"I've always looked at it as a holistic practice as opposed to focusing on one thing."
"Most of the illnesses we have are starting in the gut."
"If you've got five ingredients in something you're eating... we class that as a processed food and that's what we're trying to get people away from."
"Growing doesn't mean necessarily that you're more profitable... it has to be a business that works on your terms."
"Stick with things, even if it's really tough, honestly, to come out the other end and think, 'I did that.'"
Chapter Timestamps
00:00 Welcome & Toyah Willcox Beauty Roots
05:47 33 Years in Beauty & Business Evolution
08:15 Qualifying in Naturopathic Nutrition
12:00 Redefining Business Growth & Profitability
16:54 The Microbiome & Early Life Foundations
18:38 The Impact of Ultra-Processed Foods
24:08 Addressing Root Causes: Migraines & Gut Health
27:32 Launching Skin Nutrition Courses for Therapists
38:39 Golden Nuggets: Learning & Perseverance
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.suzannehartnutrition.co.uk/
https://www.instagram.com/suzannehartnutrition/
Susannehartnutrition@gmail.com
SPONSORSHIP
Find out more with The Smart Group's Laser Buyers Guide:
https://www.the-smartgroup.co.uk/diode-family-page
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.
How Micro-Loans and Community Power Transform Global Lives
Sunday, September 13, 2026 • Duration 31:30
Ever wondered how a small loan can transform a life half a world away? In this chat, host Susan Routledge sits down with Tracy Horner, Head of Lend With Care, to explore how microfinance is empowering entrepreneurs in low-income countries. From supporting hair and beauty micro-businesses to setting up community savings groups, small investments can ignite massive, lasting change. They unpack the power of micro-loans, share incredible stories from the field, and dive into their shared upcoming adventure: cycling across Tanzania to raise funds for Care International. Discover how getting involved in purposeful fundraising can lift up communities, build resilience, and spark real transformation.
5 Key Takeaways
Micro-loans enable individuals in low-income areas to build sustainable businesses.
Over 80% of micro-loans supported by Lend With Care directly back female entrepreneurs.
Repayment rates for micro-financing remain exceptionally high at roughly 98.5%.
Group fundraising and fitness challenges foster deep personal and professional connections.
Entrepreneurship provides vital self-esteem, economic independence, and pride globally.
5 Short Quotes
"I needed something to train for."
"We wanted to find a way of bringing supporters closer to our work..."
"A hundred percent of that loan goes to the entrepreneur."
"You get to see the best of people because it's people that donate to charity."
"People the world over are incredible."
Key Timestamps
00:00 - Welcome & Taking On the Tanzania Cycle Challenge
02:50 - The Origins of Lend With Care & Care International
06:50 - How Micro-Loans Empower Global Micro-Entrepreneurs
14:15 - Preparing for the Tanzania Ride & Meeting Local Groups
20:43 - Sponsorship, Community Support, and Getting Involved
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://lendwithcare.org/
https://www.careinternational.org.uk/
https://www.youtube.com/watch?v=NBp71VDFO0o
SPONSORSHIP
Book your Opportunity Review with The Smart Group:
https://www.the-smartgroup.co.uk/opportunityreview
https://www.phorest.com/gb/
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. 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.
The Art of Ageing Well: Ditching Botox for Tailored Skin Journeys
Sunday, September 6, 2026 • Duration 37:43
Ever feel like you're stuck on the back-to-back treatment treadmill, trading endless hours for single bookings? Edinburgh's premier skin specialist, Liz McCamron, joins the show to share how she completely transformed her practice by ditching one-off facial menus in favour of high-ticket, bespoke skin journeys. Liz dives into her 30-year career evolution, explaining how she helps clients achieve radiant results and age gracefully without relying on botox or fillers. We explore why treating skin as an ongoing 3-to-9 month journey creates far better outcomes, how to break free from standard price caps by charging for genuine expertise, and why investing in mentorship and staying in your own lane are the ultimate keys to long-term success.
5 Key Takeaways
Bespoke, multi-month skin journeys deliver far superior client results than one-off, isolated treatments.
Clients pay for expert guidance, consultation, and holistic care rather than generic equipment or products.
Moving to structured, long-term programs prevents therapist burnout while increasing profit margins.
Independent research and white papers should drive equipment purchases—not fleeting social media trends.
Investing in mentors and business strategists allows skin specialists to focus on their true zone of genius.
Direct Quotes
"I grown up at 17 thinking that everybody had a monthly facial, everybody had a manicure and pedicure."
"I moved away from one-off treatments a long time ago."
"To create a change in skin... that can take some time."
"I think it's important to not look sideways at what other people are doing."
"I recognise that my expertise is delivering the treatments and looking after my clients."
Key Timestamps
00:00 – Welcome & Introducing Edinburgh's Top Facialist
01:33 – Early Inspirations & Entering the Beauty Industry
05:03 – Building Mulberry House & Creating an Opulent Sanctuary
07:01 – Selecting Treatments Based on Clinical Science over Trends
10:00 – The Shift: From Quick Treatments to Bespoke Skin Journeys
14:41 – Charging for Expertise Over Equipment RRP
21:22 – Unlocking New Client Demographics & Bridal Journeys
25:42 – Choosing Skincare Brands & Scottish Brand Ambassadorship
32:27 – 30 Years of Wisdom: Staying in Your Lane & Mentorship
34:15 – Expanding the Practice & Gleneagles Residency
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:
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/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.
CBD in Beauty: From Side Hustle to Salon Rituals
Sunday, August 30, 2026 • Duration 37:25
Ever wondered how CBD actually works beyond the industry buzzwords? Host Susan Routledge chats with former teacher turned CBD founder Jackie Taylor about her journey building Taylor CBD. From starting as a mobile therapist wearing 80s white dress uniforms to researching cannabinoid science at the British Library, Jackie shares how topical CBD interacts with body receptors to ease joint pain and muscle stress. Learn how salon and spa owners can elevate client wellness using Habia-endorsed massage rituals, custom CBD tea blends, and pillow sprays. Plus, discover practical business tips on costing treatments properly and surrounding yourself with the right experts.
5 Key Takeaways
Topical CBD acts on CB1 and CB2 receptors as a natural anti-inflammatory to turn down pain signals directly at localized discomfort points.
Quality CBD products must clearly state their milligram concentration on the label to ensure therapeutic effectiveness.
CBD massage rituals allow therapists to deliver deep relief with less physical strain on their own hands and wrists.
Habia-endorsed training equips therapists with both essential cannabinoid knowledge and structured treatment protocols.
Successful business growth requires surrounding yourself with experts and budgeting for costs to exceed initial estimates.
5 Quotes
"If you can survive doing that, you can survive doing everything."
"CBD stands for cannabidiol, and it's not from cannabis, it's actually from the hemp plant."
"You are turning down the pain that you feel in the brain... and increasing those anti-inflammatory compounds."
"If you're used to doing deep tissue massage, actually you don't need to work so hard because the CBD does it for you."
"Surround yourself with experts... when you start out, you think you're the expert in everything. Believe me, you know nothing."
Chapter Timestamps
00:00 – Welcome & Early Mobile Beauty Days
04:14 – From Teaching Business Studies to CBD Research
07:24 – The Science: How CBD & Receptors Work
11:03 – Spotting Quality CBD & Product Shelf Life
13:03 – Menopause, Sleep & CBD Teas
17:00 – Creating the Taylor CBD Brand & Treatments
20:34 – Habia-Endorsed Training for Therapists
28:53 – Contraindications & Client Suitability
32:44 – Future Plans for Salon Wellness
33:53 – Golden Business Nuggets & Contact Info
SOCIALS & IMPORTANT LINKS
https://susanroutledge.comhttps://www.instagram.com/susan_routledge
https://www.tiktok.com/@beautybusinessmattershttps://marketing.susanroutledge.com/beauty-and-the-best-chapters
How To Connect With Our Guest:
https://partners.taylorscbd.com/
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
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.
Why Your Salon Needs LinkedIn: The Untapped Goldmine for Beauty Businesses
Sunday, August 23, 2026 • Duration 55:19
Unlock the untapped potential of LinkedIn for your salon or clinic! In this episode, Chris Taylor from Social Selling and Chris Taylor Online reveals why LinkedIn is no longer just a stiff CV platform, but an absolute goldmine for beauty businesses.
Discover how to turn your profile into a powerful digital directory to connect with local clients, build credibility, and generate leads without spending a penny on ads. Chris breaks down a simplified 4-step content funnel, shares exactly what to say in your Direct Messages to avoid sounding "salesy," and explains why you don't need thousands of followers to win.
Whether you're a clinic owner looking to attract high-paying clients or simply wanting to increase your local visibility, this conversation provides actionable strategies to transform your network into a predictable pipeline.
5 Key Takeaways
Reframe LinkedIn for Business: It's not a CV site; it's a digital directory for targeted, local networking. Quality Over Quantity: You don't need a massive following.
Connecting with 40-50 local professionals a week builds a highly profitable, compounded network.
The 4-Step Funnel: Simplify your marketing into four easy steps: who you are, what you do, how good you are, and who wants to buy. Master the Direct Message:
Treat DMs like real-life networking. Don't pitch immediately; focus on starting genuine conversations as if you were in the same room.
Share Availability Softly: Post your open appointments as helpful updates for your network, not as desperate sales pitches.
Direct Quotes
"Attention for me is the currency... that is what I'm trying to get more of."
"I treat LinkedIn like a phone book really."
"You do not need a big audience to win."
"The biggest issue with social media is our expectations are set for an account... not a human."
Key Timestamps
00:00 – Welcome & Guest Introduction
04:15 – Why LinkedIn is an Untapped Opportunity for Salons
12:30 – Building a Powerful, Localized Network
19:45 – The 4-Step Content Funnel
27:10 – The Right Way to Use Direct Messaging (DMs)
34:20 – Overcoming the Fear of Being "Salesy"
41:50 – Golden Nuggets for LinkedIn 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://christayloronline.comhttps://www.youtube.com/c/christayloronline
SPONSORSHIP
Book your Opportunity Review with The Smart Group:
https://www.the-smartgroup.co.uk/opportunityreview
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. 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.
Why Salon Retail Is Missing the Mark (and How to Fix It)
Sunday, August 16, 2026 • Duration 53:10
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.
Building a Fully Booked Beauty Business on Your Own Terms
Sunday, August 9, 2026 • Duration 53:15
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 Opportunity Review with The Smart Group:
https://www.the-smartgroup.co.uk/opportunityreview
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.
This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/
Are You Addicted to Stress? How Your Mind Blocks Manifestation
Sunday, August 2, 2026 • Duration 01:05:29
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.
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