In this episode of "Beauty Business Matters," Susan Routledge sits down with the inspiring Sara Shoemark, founder of the multi-award-winning Glow Salons. Sara shares her journey from a young beauty therapy student to a successful salon owner with multiple locations. The conversation delves into her experiences in the beauty industry, the importance of training and supporting her team, and the little things that set salons apart in a competitive market. They discuss the significance of creating a welcoming environment for clients, the value of communication, and the power of flexibility in the workplace. Sara also highlights her commitment to continuous learning and development, both for herself and her team, while sharing insights on managing a multi-site business effectively. This episode is a treasure trove of inspiration and practical advice for anyone in the beauty industry. KEY TAKEAWAYS Emphasis on Personal Connection: Simple gestures like using a client's name, offering a warm welcome, or providing small comforts can significantly enhance the customer experience. Importance of Training and Development: Offering opportunities for professional development not only helps retain staff but also ensures high-quality service for clients. Flexibility in Work Environment: Providing flexible working hours and understanding individual team members' needs can lead to a happier workforce. Learning from Experiences: Both positive and negative experiences in the industry can provide valuable lessons. Community and Support: Maintaining connections with former team members and supporting their journeys fosters a sense of community. BEST MOMENTS "I always say I was never the best therapist but I was the only one. So I became extremely popular because there was no one else around." - Sara "I always think as well, Susan, does it matter when they're in work as long as they're fully booked?"- Susan "It's those small things that those clients see... It's a smile, it's feeling welcome, it's somebody just taking a moment to look up at you."- Sara "I always say to my team, you know, the thing is, if something happens, just say. It doesn't matter. It's real, isn't it?" - Susan "I do need to... get back into training as well... to keep my teams motivated and progressing with me." - Sara 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. 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 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://marketing.susanroutledge.com/blueprint-masterclass SPONSOR https://www.phorest.com/

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