Interview with the award winning co-founder of Mayfair Aesthetics Matthew Rundle

Welcome back to another episode of the Serial Stress Killer podcast with your host Chris Hackett. In this episode, Chris interviews Matthew Rundle,  the award-winning co-founder of Mayfair Aesthetics, one of London’s leading laser hair removal clinics. Chris talks about how he came to setting up his company, the fundamentals and values for his business, and how he keeps his stress levels low.

Key Takeaways

What Is Aesthetic Clinics? We are a series of small boutique clinics focused on laser hair removal. Our lasers are really up to date so that they work for all skins types not just fairer skins types which have meant that we have been able to open our potential customers to everyone. We keep standards really high as we are small and only use laser hair removal, so we aren’t running around doing lots of different jobs and doing them less well.

Is It More Stressful for a Business Owner to Keep High Standards? I would be more stressed if the service we do at Mayfair Aesthetics wasn’t delivering to a high quality of service. That would be stressful. We place a lot of emphasis on quality of customer service and ensuring that our customers get the best possible experience

Design The Experience To Avoid the Problems I’d Seen Before. Matthew highlights that his experience working for other companies in the beauty industry and seeing day to day problems they had in their business has been fundamental to the thinking behind his business. So one of the aims of the business was to solve a lot of these problems from day one. For example, having electronic medical records of customers rather than in paper form. That has saved time and lowered potential stress levels

Having a Signed Agreement of the Expected Results. It’s really important that this is signed at the start of a course of treatment. This has helped prevent and avoid a lot of problems and complaints. This makes sure that the expectations of the customers are managed effectively and reduces complaints. It helps to make sure your staff are healthy and are less stressed so they aren’t having to deal with unhappy customers.

What Do You do to Look After Your Staff’s Mental Health? The way I wanted the business to run was for staff to be able to get on with their job and not have to deal with the problems of a badly run business. From day one we decided that we weren’t going to operate like previous places that I had worked in. We added extra time in our appointments so staff aren’t rushing around, and you allow customers to be a little late, it means that everyone is more relaxed

How Big A Problem are Unhappy Customers if You’re not set up Correctly? In the service industry that is where the biggest stress comes from. Other areas like stock or cash flow can also be stressful if you have managed them badly. We always try to make sure that we have lots of stock that will last for weeks. Being prepared for possible problems and trying to avoid them is a key aspect.

Was running Mayfair Aesthetics what you Expected? It is similar to how I have run other businesses before as a General Manager. I have been in roles in the past where I was doing everything where company owners had abdicated their interest in the company. But not having to report to someone else who I didn’t trust and think has been a positive experience as I have 25 years experience in the beauty industry which has given me valuable experience and insight into the business.

Do you consciously do things to keep your stress levels low? Additionally, to the business, I do some management consultancy where I go in and help other companies. I can help sometimes improve their marketing, PR to help them improve their sales. That’s very rewarding but I also enjoy reading, seeing friends and making sure I sleep well.

Specialise Rather than go for lots of different types of treatments. Specialism has been a key business model for us. We have focused in on one treatment which has meant that we are able to deliver a high-quality service and not get bogged down with other areas. Our location is essential all of our stores are close to a tube station so that you can extend your potential customer base out of the area you work in. The building and environment have to be beautiful, with a strong logo. Your pricing strategy has to be effective as well. If you are charging low prices why is that and can you deliver the same level of service with those prices.

Best Moments

‘It’s all about being very well prepared in each clinic to ensure that the standards are kept high.’

‘Design The Experience To Avoid the Problems I’d Seen Before’

‘Set up the expectations of your customers from the start.’

‘Being prepared for possible problems.’

‘Training is paramount.’

‘Your have the independence but also the accountability when you run your own business.’

‘Getting enough sleep is really key.’

‘Specialism has helped to develop our business.’

‘Make sure your staff are 100% trained.’

‘Good reviews are key from your customers.’

‘Know all aspects of your business.’

ABOUT THE HOST

After many years of dealing (badly) with personal stress for over 20 years, Chris Hackett is on a mission to help people understand and overcome stress and anxiety by tackling the problem head-on.

Contact Method

Contact the show

Website: serialstresskiller.com

Facebook Group: https://www.facebook.com/groups/serialstresskiller

Instagram: https://www.instagram.com/serialstresskiller

Email: [email protected]

Support the show - https://www.patreon.com/serialstresskiller

What’s been your favourite episode so far? Connect with Chris to let him know - [email protected]

About The Guest

Matthew Rundle

Matthew is the co-founder of Mayfair Aesthetics, one of London's leading laser hair removal clinics. Mayfair Aesthetics has won 2 awards this year for Aesthetic Clinic of the Year and thriving in a competitive industry where many businesses are failing.

Matthew has worked in the industry for more than 20 years and has worked in many toxic work environments with negligent business owners where high levels of stress were often a daily occurrence.

 

Matthew is an expert in making businesses profitable early on by getting the infrastructure right from the outset. By doing so, he minimises the stress within the business by avoiding unnecessary problems so he can focus on the bigger picture

Contact Method

https://www.mayfair-aesthetics.co.uk/

https://www.facebook.com/MayfairAesthetics/

https://twitter.com/mfairaesthetics

See omnystudio.com/listener for privacy information.

Welcome back to another episode of the Serial Stress Killer podcast with your host Chris Hackett. In this episode, Chris interviews Matthew Rundle,  the award-winning co-founder of Mayfair Aesthetics, one of London’s leading laser hair removal clinics. Chris talks about how he came to setting up his company, the fundamentals and values for his business, and how he keeps his stress levels low.

Key Takeaways

What Is Aesthetic Clinics? We are a series of small boutique clinics focused on laser hair removal. Our lasers are really up to date so that they work for all skins types not just fairer skins types which have meant that we have been able to open our potential customers to everyone. We keep standards really high as we are small and only use laser hair removal, so we aren’t running around doing lots of different jobs and doing them less well.

Is It More Stressful for a Business Owner to Keep High Standards? I would be more stressed if the service we do at Mayfair Aesthetics wasn’t delivering to a high quality of service. That would be stressful. We place a lot of emphasis on quality of customer service and ensuring that our customers get the best possible experience

Design The Experience To Avoid the Problems I’d Seen Before. Matthew highlights that his experience working for other companies in the beauty industry and seeing day to day problems they had in their business has been fundamental to the thinking behind his business. So one of the aims of the business was to solve a lot of these problems from day one. For example, having electronic medical records of customers rather than in paper form. That has saved time and lowered potential stress levels

Having a Signed Agreement of the Expected Results. It’s really important that this is signed at the start of a course of treatment. This has helped prevent and avoid a lot of problems and complaints. This makes sure that the expectations of the customers are managed effectively and reduces complaints. It helps to make sure your staff are healthy and are less stressed so they aren’t having to deal with unhappy customers.

What Do You do to Look After Your Staff’s Mental Health? The way I wanted the business to run was for staff to be able to get on with their job and not have to deal with the problems of a badly run business. From day one we decided that we weren’t going to operate like previous places that I had worked in. We added extra time in our appointments so staff aren’t rushing around, and you allow customers to be a little late, it means that everyone is more relaxed

How Big A Problem are Unhappy Customers if You’re not set up Correctly? In the service industry that is where the biggest stress comes from. Other areas like stock or cash flow can also be stressful if you have managed them badly. We always try to make sure that we have lots of stock that will last for weeks. Being prepared for possible problems and trying to avoid them is a key aspect.

Was running Mayfair Aesthetics what you Expected? It is similar to how I have run other businesses before as a General Manager. I have been in roles in the past where I was doing everything where company owners had abdicated their interest in the company. But not having to report to someone else who I didn’t trust and think has been a positive experience as I have 25 years experience in the beauty industry which has given me valuable experience and insight into the business.

Do you consciously do things to keep your stress levels low? Additionally, to the business, I do some management consultancy where I go in and help other companies. I can help sometimes improve their marketing, PR to help them improve their sales. That’s very rewarding but I also enjoy reading, seeing friends and making sure I sleep well.

Specialise Rather than go for lots of different types of treatments. Specialism has been a key business model for us. We have focused in on one treatment which has meant that we are able to deliver a high-quality service and not get bogged down with other areas. Our location is essential all of our stores are close to a tube station so that you can extend your potential customer base out of the area you work in. The building and environment have to be beautiful, with a strong logo. Your pricing strategy has to be effective as well. If you are charging low prices why is that and can you deliver the same level of service with those prices.

Best Moments

‘It’s all about being very well prepared in each clinic to ensure that the standards are kept high.’

‘Design The Experience To Avoid the Problems I’d Seen Before’

‘Set up the expectations of your customers from the start.’

‘Being prepared for possible problems.’

‘Training is paramount.’

‘Your have the independence but also the accountability when you run your own business.’

‘Getting enough sleep is really key.’

‘Specialism has helped to develop our business.’

‘Make sure your staff are 100% trained.’

‘Good reviews are key from your customers.’

‘Know all aspects of your business.’

ABOUT THE HOST

After many years of dealing (badly) with personal stress for over 20 years, Chris Hackett is on a mission to help people understand and overcome stress and anxiety by tackling the problem head-on.

Contact Method

Contact the show

Website: serialstresskiller.com

Facebook Group: https://www.facebook.com/groups/serialstresskiller

Instagram: https://www.instagram.com/serialstresskiller

Email: [email protected]

Support the show - https://www.patreon.com/serialstresskiller

What’s been your favourite episode so far? Connect with Chris to let him know - [email protected]

About The Guest

Matthew Rundle

Matthew is the co-founder of Mayfair Aesthetics, one of London's leading laser hair removal clinics. Mayfair Aesthetics has won 2 awards this year for Aesthetic Clinic of the Year and thriving in a competitive industry where many businesses are failing.

Matthew has worked in the industry for more than 20 years and has worked in many toxic work environments with negligent business owners where high levels of stress were often a daily occurrence.

 

Matthew is an expert in making businesses profitable early on by getting the infrastructure right from the outset. By doing so, he minimises the stress within the business by avoiding unnecessary problems so he can focus on the bigger picture

Contact Method

https://www.mayfair-aesthetics.co.uk/

https://www.facebook.com/MayfairAesthetics/

https://twitter.com/mfairaesthetics

See omnystudio.com/listener for privacy information.