Ever felt like the beauty industry treats multicultural skin and textured hair as an "afterthought"? Lola Maja is on a mission to change that narrative through Tones of Beauty. In this vibrant chat, Lola shares her journey from being a 14-year-old beauty enthusiast to becoming a world-renowned MUA and educator. We explore the massive expansion of the Tones of Beauty Expo at London ExCeL—a groundbreaking event that combines a high-level B2B trade show with CPD-certified education. From niche fragrances to "the ones to watch" in homegrown UK brands, Lola explains how this show provides a long-overdue platform for inclusivity. Whether you’re a salon owner, a buyer, or a brand looking to go global, this conversation is a masterclass in why specialized knowledge shouldn’t be a side-hustle—it should be the standard.

Ever felt like a headless chicken running between multiple locations, only to realise you were basically earning a McDonald's wage for the stress of it? Rachel Cobley has been there, done that, and bought the four salons to prove it. In this candid chat, we dive into the "busy-ness" trap that many salon owners fall into and why bigger isn't always better.

From her early days as a competitive swimmer to opening a cabin in her garden and eventually managing a team of 20, Rachel shares the highs, the lows, and the pivotal moment she decided to condense her empire into one thriving, profitable location. Whether you're struggling with staff retention post-lockdown or looking to reclaim your time through the "Part Time Profit System," this conversation is a masterclass in trusting your gut and building a business that serves your life—not the other way around.

Gut Instinct is Critical: Your intuition is often the most accurate guide when faced with difficult business decisions.

Quality Over Quantity: Managing one highly focused, profitable salon can be more rewarding and lucrative than overseeing multiple struggling locations.

The "Busy-ness" Trap: Being constantly busy does not equate to being profitable; efficiency and focus are the real drivers of success.

Resilience is a Muscle: You are almost always stronger than you think, especially when navigating industry-wide shifts like the post-lockdown era.

Systemise for Freedom: Building a "Profit System" allows the business to run for you, granting the freedom to pursue other passions like travel or art.

"Follow your gut instinct... when you can't make a decision, that is often the right one."

"You are stronger than you think you are... I would say that to many women especially."

"I could have been working at McDonald's... you're killing yourself sometimes for not really that much money."

"Busy equated to profitable... and it’s just not that at all."

"Your business just needs to be your profitable, lucrative friend that looks after everything."

00:00 – Meeting an Industry Epitome

02:05 – From the Pool to the Salon

04:40 – The First Business at 20

07:45 – Lessons in Teaching & Respect

10:15 – The Big Smoky London Era

14:35 – The High-Risk World of Early Lasers

21:10 – Building a Four-Salon Empire

24:45 – The Post-Lockdown Reality Check

28:30 – The Revelation of Downsizing

32:30 – Introducing the Part Time Profit System

38:15 – Two Golden Nuggets for Success

Walking into a clinic and seeing a wall full of certificates used to be enough to feel safe, but the reality behind those frames is becoming a bit of a minefield. With the aesthetics industry still finding its feet in terms of regulation, it’s easier than ever for practitioners to get caught out by "fast-track" courses that aren't worth the paper they're printed on. Magda Jizerska joined me to talk about why she’s obsessed with closing the gap between having a certificate and actually being verifiable. We dive into the recruitment headaches that led to the birth of Verifrr and why international qualifications need a much closer look. It’s not about being the "beauty police"—it's about protecting the practitioners who have put in the hard graft and ensuring the public gets the safety they deserve. If you care about the reputation of your clinic, this one is a non-negotiable.

Imagine walking away from a legal career to bet everything on a "cream box with batteries" in the middle of a 90s recession. That’s exactly what Dean Nathanson did, and 34 years later, CACI International is a global powerhouse found in over 100 countries. Dean joins the show to share the incredible "big top" origins of the brand, the moment Princess Diana’s endorsement sent demand through the roof, and why face-to-face relationships still trump digital clicks in the beauty world. We dive deep into the transition from treating muscle palsy to becoming the world’s most famous non-surgical facelift, and how CACI continues to innovate without losing the heritage that made it a clinic staple.

Clinical Roots Matter: CACI technology originated from Dr. Thomas Wing’s work in muscle re-education for medical conditions like facial palsy before transitioning to aesthetic use.

The Power of Persistence: In the early days, Dean personally contacted features editors of every national newspaper to build brand awareness.

Celebrity Validation: Authentic endorsements from high-profile figures like Princess Diana and Barbara Windsor were pivotal in moving CACI from a niche clinical tool to a mainstream beauty must-have.

Strategic Partnerships: Securing flagship presence in Harrods and department store groups like ESNL was a cornerstone of their early distribution strategy.

Relationship-First Business: Maintaining a "CACI Community" through a dedicated road team ensures long-term loyalty that digital-only brands often struggle to replicate.

"I was a junior solicitor... and truth be told, I didn't really enjoy what I was doing."

"We had these articles come out in Harpers and Woman magazine and the Daily Mail, and we were inundated. Demand went through the roof."

"If a salon has a CACI machine, they will go 'I've got a CACI machine.' They don't say 'I've got a microcurrent machine.'"

"I think I knew it was going to be successful. Perhaps sometimes blindly so, but I just knew."

"I live and breathe what I do. I’m an absolute nightmare to live with because I live and breathe it."

0:00 – The Career Pivot: From Law to Microcurrents

Ever wondered why that viral skincare product left your skin irritated or patchy? It’s because for decades, the industry simply wasn't formulated with melanin in mind. Today’s guest is changing that narrative from the lab up. Dr. Vanita Rattan, a medical doctor and master cosmetic formulator, joins us to share her incredible journey from treating 40,000 hyperpigmentation cases in her London clinics to building a global brand that truly sees skin of colour.

We dive deep into the unique physiology of darker skin—from why our melanocytes are easier to trigger to why common ingredients like glycolic acid might be doing more harm than good. Dr. V explains her "science-first" approach to formulation, her refusal to take outside investment to maintain total authenticity, and how she successfully pivoted her entire career during the pandemic. Whether you're a skincare obsessive or a beauty entrepreneur, this conversation is a masterclass in purpose-led innovation.

Melanocyte Sensitivity: Skin of colour has larger, more reactive pigment-producing cells that are easily triggered by heat, friction, or harsh chemicals.

The Ceramide Gap: Melanin-rich skin naturally loses more ceramides over time, making a strong, hydrated skin barrier essential to prevent irritation and subsequent darkening.

Avoid Common Irritants: For those with higher melanin levels, it is best to avoid denatured alcohols, heavy fragrances, and essential oils that can lead to contact dermatitis and PIH.

Smart Ingredient Choices: Swap potentially irritating actives like glycolic acid for gentler alternatives like lactic acid or mandelic acid to achieve results without the risk of burning.

Education Over Marketing: Dr. V emphasizes the need for realistic expectations, noting that true skin transformation requires consistency and formulations backed by clinical data specifically for your skin type.

"I realized all of the treatments had been made for Caucasian skin and could lead to PIH—post-inflammatory hyperpigmentation."

"I use the best actives and the best ingredients... because I'm passionate about what I'm creating and who I'm creating it for."

"Education is everything, especially in an industry full of quick fixes and misinformation."

"I’ve never taken outside investment... so everything I share is based on genuine research, testing, and care."

"Skin of colour is easier to irritate and hyper-pigment... it requires more hydrating, less irritating, anti-inflammatory ingredients."

[00:00] Meet the Doctor Behind the Revolution

[04:20] Growing up in a Science-First Family

[08:15] The Melasma Discovery: Why the Industry Failed Me

[15:40] From 40,000 Clinic Cases to 40 Signature Products

[22:30] The Anatomy of Skin of Colour: Pigment, Pores, and Protection

[31:10] Creating a Viral Sensation: The Lip Pigmentation Kit

[45:50] Looking Ahead: SPF Innovations and Empowering the Next Generation

Ever wondered if that one-day "Masterclass" certificate is actually worth the paper it’s printed on? In this episode, Susan Routledge sits down with industry powerhouse Joan Scott, CEO of Habia (Hair and Beauty Industry Authority). They peel back the curtain on the confusing world of hair and beauty qualifications, revealing why the term "accredited" has become a dirty word in professional circles.

Joan breaks down the vital difference between a government-regulated qualification and a "bedroom-run" accreditation, explaining how Habia sets the National Occupational Standards (NOS) that keep both practitioners and clients safe. From the rigors of teaching skills to the necessity of lifelong CPD (Continuing Professional Development), this conversation is a wake-up call for salon owners and therapists alike. Whether you’re a seasoned pro or just starting out, Joan’s insights into leadership from the heart and the pursuit of technical excellence will inspire you to raise your own bar.

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

SPONSORSHIP

⁠⁠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.

Are you accidentally running your business like a charity? In part two of this deep dive, top business coach Shari Teigman joins Susan Routledge to expose the common pitfalls that trap service-based entrepreneurs. From the "friends and family" pricing trap to the burnout that comes from having 50 different "bosses" (aka your clients), Shari reveals why most business problems are actually leadership problems in disguise.

We explore the "Year of the Maverick" and why the post-COVID landscape has made human connection—and expert boundaries—the most valuable currency in the beauty industry. If you've ever felt guilty for not working on a Friday or found yourself hiding behind your technical skills to avoid the "business" side of your business, this conversation will give you the permission you’ve been waiting for to step into your worth and lead with intention.

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

SPONSORSHIP

⁠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.

Ever wondered what it takes to build a beauty empire while navigating the most turbulent waves of personal loss and professional scrutiny? In this episode of Beauty Business Matters, host Susan Routledge sits down with the irrepressible Lisa Comber, a serial entrepreneur who has spent over 20 years turning grit into glamour. From her early days as a mobile technician in Gran Canaria to the helm of multiple high-performing salons and a regulated training academy, Lisa’s story is a masterclass in resilience.

We dive deep into the "messy middle" of business ownership—the sudden salon closures, the transition from solo therapist to team leader, and the grueling four-year battle with HMRC that threatened everything she built. Lisa shares with raw candor how she balanced the demands of a growing brand, Perfect 10, with the profound grief of losing her parents. Whether you are a budding therapist or a seasoned business owner, Lisa’s "Lisa-isms" and her relentless drive to be her own biggest cheerleader offer a grounded, witty, and deeply inspiring roadmap for anyone looking to master the beauty business.

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

SPONSORSHIP

⁠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.

If you feel like you’re doing everything “right” in your business but still feel completely disconnected from your results, you aren’t failing—you’re likely just wearing a mask that’s suffocating your success.

In this high-energy debut episode of Beauty Business Matters, host Susan Routledge sits down with the inimitable Shari Teigman, an international performance coach and creative strategist who splits her time between New York and the UK. Shari reveals the raw story behind the "Maverick" brand, moving from a high-stakes divorce and a "Stepford Wife" business model to becoming a powerhouse coach for elite entrepreneurs. This episode explores why authenticity is the ultimate competitive advantage and how to stop let the fear of success hold your business back.

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

SPONSORSHIP

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.

In this deeply human follow-up conversation, Susan welcomes back Alex Belisle-Springer from Phorest, fresh from the 2026 Phorest Summit, to go further into what really matters as technology accelerates: care, connection, community, and belonging.

Alex reflects on the ripple effect of his unforgettable 2024 Phorest Summit keynote (no longer publicly available), sharing how personal storytelling can transform the way we lead teams, serve clients, and design experiences. Together, Susan and Alex explore how salons, spas, and clinics can be intentionally built around belonging, through everything from consultations and language to seating layouts, client notes, and the smallest “you remembered me” moments.

They also unpack how AI (when used well) can support human connection, giving teams more time and insight to deliver care without losing the warmth that makes this industry so powerful.

KEY TAKEAWAYS

Belonging doesn’t happen by accident, it must be designed.

AI should empower connection, not replace it.

Small details create massive loyalty.

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

SPONSORSHIP

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.