In this episode of Beauty Business Matters, host Susan welcomes Marianne Page, a systems and training expert with over 27 years of experience at McDonald’s, to talk all things team building, leadership, and the systems that make a beauty business thrive.

Marianne shares her journey from corporate life to becoming a sought-after speaker and consultant, revealing what really drives employee engagement, retention, and growth in the beauty and service industries. Together, she and Susan dive into the power of creating “sticky systems”, proven structures that help you hire the right people, train them effectively, and ensure processes are actually followed.

They explore how culture, not just compensation, drives performance. From onboarding to ongoing feedback, Marianne explains how business owners can create confident, self-sufficient teams that feel truly valued. Plus, Susan highlights the common pitfalls salon owners face when documenting systems that no one ends up using.

Whether you're a salon owner, clinic manager, or any service-based entrepreneur, this episode offers actionable insights for building a high-performing team, creating a supportive culture, and scaling sustainably.

KEY TAKEAWAYS

Hiring the right people is just the start — consistent, quality training and feedback are what build lasting confidence and loyalty in your team.

Financial incentives alone don’t retain staff. Employees stay where they feel supported, seen, and like they’re part of something bigger.

Marianne outlines four key system types: sexy systems (marketing), security systems (finance), service systems (delivery), and sticky systems (team development). Without sticky systems, the rest fall apart.

Performance reviews aren’t about critique — they’re tools for clarity, confidence, and connection between business owners and their teams.

BEST MOMENTS

“Hiring the right people, giving them that level of training, and then giving them feedback is what builds confidence.” – Marianne

“Most people work in a business to feel part of it. That’s what engages them, feeling valued.” – Marianne

“If you want to engage people, give them all the training you can to help them feel confident, and then really challenge them.” – Marianne

“So many owners document their systems, only to find no one is following them. That’s where sticky systems come in.” – Susan

Susan Routledge is a multi-award-winning salon owner, beauty industry consultant, and founder of the Beauty Directors Club. With over 38 years in the industry, she’s the creator of the STABLE business formula, author of The Little Book of Client Retention, and a leading voice for sustainable business growth. Susan also serves on BABTAC’s Professional Board and the advisory panel for PHAB Service Stars.

Connect with Susan:

susanroutledge.com

@susan_routledge

@beautybusinessmatters on TikTok

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mariannepage.com

mariannespeaks.co.uk

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Produced by Disruptive Media