Brian: 0:10

Well, welcome back to the Bureau Beach Podcast. This is part two of our interview here with Kylie here from New Glow by Kay. So, Kylie, in this episode, I'm excited to learn more. Probably Shauna's more excited because I'm excited to learn more about the day-to-day, like what it's like running a skincare business. And you mentioned during last episode, I made some notes here, so I can kind of put this out there as you're thinking about what you want to talk about. You talked about the custom, how you do everything custom, but then also you talked about, which I love this, you talked about taking, you know, looking at photos to see how your clients have progressed. I love that. So I would love to learn more about what does the day-to-day look like running a skincare? And you can touch on some of those things as well.

SPEAKER_02: 0:53

Yeah. So with like, you know, people don't see a lot of like the background and be like, oh, well, she just comes in, does her facials, goes home. Yeah, yeah. No. Living the life. I'm like living the life here. And I'm just like, hey, I don't do anything else. I don't have to do anything. No. I have to, you know, usually like to start off the day, I come at least 45 minutes before anything. I need to set up, especially if it's like a long day. So like my longest day has been like from like 10 a.m. all the way like to 8:30.

Shawna: 1:20

Oh man.

SPEAKER_02: 1:20

Yeah. And it's just like you gotta set up. Okay, I have to calculate, okay, how many things I have to, like, for example, like the towels. I calculate, okay, how much am I gonna need for this treatment? Okay, now let's add an extra one just in case, put it in there. I have to do sanitation, which it's not like, oh, let me take some Lysol. Right. Like it's just like it's like deep cleaning, like think of like how a hospital disinfects your things. Yeah. That's what we have to do. Yeah. Because not only like, you know, clients are trusting us, you know, with themselves or coming into a space. You want to make sure everything is just like ready for them. Right. So I make sure like I triple clean everything.

Brian: 1:53

So, like when you talk about that, so that's a really good point. I love that you're pointing this out. This is so good to learn more about this. Because I'm sure there's people that are thinking, like, well, I'm not gonna go there because I'm afraid of germs and stuff like that. So tell me a little bit about the deep cleaning process. Like, what is that like?

SPEAKER_02: 2:09

Okay, so with deep cleaning, we I use like three products. So I use a barbicide, which is I don't know if you've ever seen like it's like a blue liquid, like hairstylists used to clean stuff. I don't know if you've ever seen that. Yeah. So we use the same thing um for like our brushes, like you know, like for like masks, um, any like extraction tools, um, any like metal pieces or like that we use like for certain like machines. Everything has to get cleaned with like a like regular soap and then put into the disinfectant. While that's doing that, I'm spraying everything down with something called cava side. It kills basically any germ, almost every germ you can think of. So just like anything, like any like like um airborne things, okay, stuff that like sticks to the surface. Everything has to be sprayed down. Like hospital stuff, like hospital grade. Everything that's been touched, even I do everything, like even if I like went past it. I'm just like, okay, let me like everything because I'm like, I don't want to risk anything. Yeah, yeah. I I've heard like horror stories of like people going to places like, oh my God, I like got this infectious disease. I'm like, oh my God. I'm like, I'm gonna be scared to go there. I'm like, I don't want my clients to be scared to come somewhere. I'm like, like they can like besides like smelling like oh, like my pumpkin spice, like you can smell like traces of this like cleaning product because I deep clean, everything gets clean, right? And then like a lot of laundry to do. Like, people don't see that. Like, I come home with like this huge like bag of laundry.

Brian: 3:31

I mean, do people just leave their clothes here? And like it's like that's good. I don't want this, I got this new glowing face, I need a new outfit.

SPEAKER_02: 3:38

Come back actually, open the secret door in the wall. Yeah, it's like a home war jump sheet and jump.

Brian: 3:42

I remember I did not expect laundry. Yeah, so please.

SPEAKER_02: 3:44

Oh no, yeah, like basically, like I use like wraparounds, like their robes, um, towels, because I go through a lot of towels. Um, I use like three to like three sheets per client, like on the bed, like regular sheet on top, and then like the regular one on top for like warmth if it's like a cold day. Like that's it piles up, especially if you have multiple clients that day. It's just like I go home late at night after I because I basically you're cleaning, like you do facials. Like I say, like my longest has been like an hour and a half. You're cleaning more than you're doing facials. That's what people have to understand. When you're in this business, you're cleaning, restocking, like writing down things you have to buy, things you need to like, you know, like you know, like refill, stuff like that. All this stuff. Okay, did I text this client? Even in between clients, I'm getting calls and all that stuff, and I'm getting texts and I'm like, oh my God. And I give myself like 30 minutes in between, right? Because I need time. Like, okay, like I'm checking them out. Oh, yeah. Okay, here, let's take out this, you know, product, stuff like that. They come out. I'm cleaning. Well, I'm cleaning. I'm like, okay, go through messages. Um, I have an assistant online that does stuff for me, but like still have to go through it, make sure everything's okay. And then okay, 30 minutes. Oh, let's go to the next client. We're doing this, we're doing this. After that, it's like an ever-ending cycle until even after I go home. Like, I'll come home, do my lot, like the laundry for the day, and I'm still answering. I'm still you never stop working. Yeah. Like you always like, if my clients need something, I'm like, okay, I'm gonna answer this for you. Like, I do have a cutoff time, obviously. I need to like at some point I need to cut off for that on my clients. It's a lot. Yeah. I'm most I swear I think I'm mostly on the phone at this point. And it's not like, you know, recreational. No, I'm like on the phone, yeah, working. Right, exactly. Oh my gosh, yeah. Yeah, that does sound like a lot. It is a lot. No, but but you know, I guess when I come in and I'm working, I don't really realize it's a lot because I do like what do I do like what I do. Yeah. And it's like I'll I can do like what is it like from like 10 a.m. to like eight, and I'm like, I blink and I'm like, wow, okay. Like some days like that. I'm like, oh, I did it. Okay. I'm going home now.

Shawna: 5:45

All right. So the really exciting stuff. Let's talk about all the services that you offer. Okay. So I offer a lot.

SPEAKER_02: 5:52

My main thing, like I said before, is like customized facials. Um, yeah, because some clients they come in during their lunch break.

SPEAKER_04: 5:59

Oh.

SPEAKER_02: 5:59

So if I've had them before, I'm like, okay, they want, they already know what they want. Like, okay, I want to do like derma planning and I can do that in 30 minutes because they have a lunch break. They'll go go to work afterwards and like, okay, we're fine. 60 minutes. Um, each one of them, even though I had do like a client consultation like the first time, um, I still like recap. Okay, are we still dealing with this? How is it with this? You know, how's your skin? I still touch base on it anyway. I'm not gonna go in and like just like assume, okay, everything's fine. Let me just keep doing this. And like maybe they're suffering, like some kind of like sensitivity that week. And I'm like, oh, wait, I shouldn't have done that. I always want to make sure touch base with them, make sure everything's okay. Anything changed. If it did change, what changed, stuff like that. Um, I do back facial sometimes, not as popular, but I do offer them that I do chemical peels. I only do chemical peels during the winter time because of the fact since chemical peels, after you do it, your skin's so sensitive because you're so many like layers of skin are just like shedding off. It's sensitive to the sun and heat. Yeah. And we live in a place where it's really hot and there's a lot of heat. So I tell them, okay, I only and most of us do offer it like only during the winter and the fall. Cooler season, less risk for hyperpigmentation. That makes sense. Because some of them, like, oh, I'm gonna get a chemical peel today. I'm going to the beach tomorrow. No, you're not. I'm like, respectfully, we're gonna do something else if we went to the beach tomorrow. I am not gonna because it's your name on the line as well. But yeah, so you gotta like be so careful. And I'm like, okay, we only offer this during the fall and the winter because of so-and-so reasons. I explain it to them, they understand. And I'm like, I do male facials too. Oh, yeah, because with male facials, men produce 30% more oil than women. So with them, you can go a little bit like you know, like with exfoliation-wise, you can do it if they don't have any like pre-existing like like skin conditions, like eczema, psoriasis, stuff like that, they can do like more like in-depth things. So they really love like microdermigration, right? Basically, how I explain it, it's like very soft sandpaper on your skin. Okay, that's yeah.

Brian: 8:05

That's like that's probably like, yeah, that was a word I do not understand.

SPEAKER_02: 8:09

Like, think of a like sandpaper attached to a pen, and the middle of the pen is suctioning air. So while you're scraping away any like gunk on the skin, it's taking it. Taking away. Oh there you go. That's how I explain it to my milk. That's great. So they love that because it's just like it helps exfoliate their skin. Um, I do that. They they like hydrofacials. I don't know if you've ever heard of that one. Similar to what I'm talking about, right? Similar to microderm abrasion in the sense that it like does like a vacuum sort of. So with this, it uses water instead of just air. So while it's cleaning out your pores, so like sort of just like flushing them out, it's gonna be infusing you with like either a serum or like an exfoliant, right? Oh so they like that too, because especially they just are around like the nose area, they're more just like oily. Yeah, they love that. So my clients love that one's one that you can do all year round. It's no downtime. You just come in, come out, you're good. That's it. Yeah. But it's like it's like a deep treatment. That one's really popular. For sure. Yeah. And they want to just have like, or like they're gonna go see family. They want to have like that fresh, like you know, skin for them. Yeah. So that one's like for men and women. Um, I did start offering like I do it sometimes for certain people that I know, like like um beard facials. That one's another thing. People don't know how like, you know, beard facials.

Brian: 9:26

Beer.

SPEAKER_02: 9:26

Beer beard.

Brian: 9:27

Beard.

Shawna: 9:28

I was like not beer, no.

SPEAKER_01: 9:32

Oh my god.

Shawna: 9:33

Another thing that might draw some more men like beard.

SPEAKER_01: 9:36

Okay, I was like beard. I was like, beard facials?

SPEAKER_02: 9:39

I'm like because like, you know, with like you since you have facial hair there, like there's still skin under that that needs to be addressed, right? And there's like if you're using like a leave-in conditioner for your beard, like some people have like a longer beard, it stays there, like the residual. And most of the time you can't clean it very well. So with like you come into an esthetician, some not all of us offer some of us do like a like a side specialty, like some people do. Like you just like do like maybe like 30 minutes, you just deep clean it. Just like shampoo, like you know, just like like regular, like facial like soap. You do, you know, that's like a deep clean, right?

Brian: 10:11

Because I've seen some crazy beards. I mean, you're probably like getting like a rake or something.

SPEAKER_02: 10:16

No, I'm not in a dad scar, yeah. No, but like I've had it done and they like it. Wow, that's very interesting. I'm sure, yeah, that's yeah. They add it to a regular facial like, hey, you want to add it? Like right while you're here. I'm like, okay, cool, they'll do it. I'm like, okay. Yeah. And we do I do paramedical um tattooing because I am licensed in that. Um, it's more like for like scar camouflaging, like if you have like a surgical surgery scar or just like, you know, stuff like that. Um, you can do like scar cover-ups with that. Um, I am gonna have someone come in and do like um 3T tattooing for like massectomy patients. We're gonna have that come in soon. We're still working on it, trying to work out the process. I am gonna be eventually bringing in like permanent makeup, like just like the lip area, like a natural. There's like I because I know there's like a lot of types of like like um like lip blushing, like you know if you've heard of it. Yes, just like tattooing your lips, right? I like the one and the natural look. I went to a convention for it like during the summertime. I'm like, okay, I'm gonna get this because I got the tattoo license originally for um, because I do something similar to um micro-needling. So it's micro-channeling, same similar process instead of you doing like going like in circles with the needle, you're just doing stamping motions.

unknown: 11:25

Okay.

SPEAKER_02: 11:25

Yeah, but in Florida, like if you want to do something like that, you gotta have like a tattoo license because of the depth. Oh, okay, I got it for that. But I'm like, hey, if I'm doing this, I already have the license for it. Might as well get in something else that's absolutely I can use it for. Definitely one thing. Right. So I'm working on that. Um, I do offer not it's not as popular, but I do have it. It's like needless like lip injections. Yeah, it's like a new thing, like people have like got it into and like, okay, I, you know, I got the certification for it. It was fun. It's like the same thing. It uses hyaluronic acid because it is a natural, it's like a similar component to something that we already have in our body. It's not like regular, you know, like the plastic, you know, stuff like that. So with it, it's gonna be the same thing six to 12 months at last, and then you know, do like your touch-ups and stuff like that. Instead of using a needle, it uses pressurized air. Wow. So it just like pushes in the product, yeah.

Brian: 12:14

Wow. I mean, and I know there's a lot of treatments you offer. Like, uh, what's the best way for people to find out about all the treatments that you do offer?

SPEAKER_02: 12:23

Um, usually I post about them on my Instagram. So I'll go like, okay, like you know how there's like three boxes on Instagram when you're posting stuff. Middle box is talking about my services, the rest of it is like before and afters. Oh, that's cool. Smart. Yeah. Yeah. I like that. My idea, it was my marketing manager's idea. Excellent. I can't take credit for that one.

Brian: 12:44

That's good. So with everything that like all the different services that you offer and the new services that are coming and stuff, like I'm curious, like, how do you how do you decide what a client needs? Like, let's say they come in and like, I don't know what I need. So, how do you start going down that path?

SPEAKER_02: 12:59

So, usually when they come in, like I said, introductions, we talk about their skin. When they're talking to me, I'm already like thinking of stuff like okay, what would be good for them for this? Like if they're telling me, okay, I want to work on like my finelines and wrinkles, right? I'm like, okay, we're talking about it. Like I gauge, okay, is it like like very deep filines and wrinkles? Is it superficial? If it's superficial, we can do like a light chemical peel, or like we can add a product at home for this, or like we can do this treatment if it's deeper. I'm like, okay, we can do this treatment or like a deeper chemical peel, or like I just gauge it. I'm like, okay, we're dealing with like, you know, LaFeline's wrinkles. What's the severity of it? It's not severity. Okay, let me just like narrow down my what I know and my um treatments into what would be best for them. And I tell them, okay, I have these many options for you. I start from the lightest to the more like advanced one.

Shawna: 13:50

Sure.

SPEAKER_02: 13:50

Okay. I'm like, listen, I'm never gonna give you, like, okay, especially if they've never like had a facial before. Some people, for example, never had peels before. I'm not gonna say, you know what? I'm gonna do this like medium level, like deep peel on your skin, and let's hope for the best. No, I'm gonna work you up to it. Not only like just like because it's good for your skin, your skin wants to get introduced introduced to a new thing, but also like for them, like to calm their feels or their fears. Some of them are scared of it. They've seen a lot of things on Instagram or like on TikTok, like, oh my god, like, I don't know about that. Like with like derma planing, like it's sort of you're shaving your face for women. That's what it is. And so they're like, oh, like, does my hair grow back thicker? Oh yeah. Or like, oh my god, like, is it you know, stuff like that? Like, listen. And I explain to them, listen, it's not gonna make your hair grow thicker. You know, I don't know how to ease them into them. Like, yeah, but like, but I tell them, listen, no pressure. If you don't feel comfortable doing this, I have other options. We don't have to do this. Yeah, exactly. I have something that will be similar results without this, and it's fine. It's whatever you want to do. I'm giving you the options, you tell me what you're comfortable with. That's so good.

Brian: 14:49

I figured that's probably something that happens a lot, is some people come, they just really have no idea where to go, like what the next step is.

SPEAKER_02: 14:55

That's what I do with my clients. Like when they come in, like they'll call me. I'm like, hey, like, I want to book a facial, but I don't know. I'm like, okay, I always start with my custom facial because that one you can't, that one's basically whatever we're talking about. I always start light. I usually say, okay, my first facial with any first-time client is gonna be just like very gentle, hydrating. I want to get the feel of your skin, how it reacts to certain things. Um, you know, how it feels, how it does, you know. I just want to like, you know, it's me, like even though they're talking to me, I'm like gauging everything. Sure. Right. I want to see how everything is. Um, and then after that, we make a plan. And that's how I usually listen, just book a custom facial. We'll go from there. Everything that you you any questions you anything, we're gonna answer it while we're in the treatment room. That's why I added that's awesome. Yeah. Yeah. Like the first time clients, I add an extra 30 minutes. It's like an hour and a half of just 30 minutes of us talking, and then okay. And I tell them before I start something, I'm like, okay, here's how the treatment's gonna go. I'm gonna do this first, first, second, third, last thing. It's everything you're gonna expect for the facial. So if they're relaxing, I don't have to be as talking as much. Yeah, I want them just to be at ease. I don't want to be like, okay, we're gonna do cleansing and then and then the treatment. And then randomly I just start massaging their shoulders.

Shawna: 16:04

Like, it's like, what are you doing? She's going off script. I don't know what's happening.

SPEAKER_02: 16:07

I don't know what happened here. I don't know why we went from like there and like why she's massaging my hands. I'm confused.

SPEAKER_04: 16:14

That's so great.

SPEAKER_02: 16:15

Yeah, I want them like to just, you know, they know what to expect. That's like they know, okay, I'm gonna be doing this, this, and this. Um, you know, and just like if you have any questions in between, you stop me, we talk, and we continue.

Brian: 16:27

Well, I mean, I think that's a good sign though, too. Like, you know, I think that as we talked about earlier in part one, about you know, there's probably a lot of people that get into this line of work just because of the money. And I know we've stepped into areas, stepped into businesses, and we're like, they just wanted to get us in and out the door, and you could tell very quickly. And you're like you're saying, like the first time you're gonna sit down for an extra 30 minutes to really ask questions, get to know, get to know you. That is that is a sign of someone that's doing it, not just about making money. Uh, and I think those type of things is what really starts setting businesses apart, especially uh in the future of people coming into local places and working with them. So there's a difference there. It shows that you care and uh and that you value them too, and you want that to have that relationship going.

SPEAKER_02: 17:12

Um, so and clients can tell if you're being genuine, even if you like try faking it, they're gonna know. It's like even on the phone, I'm just like, okay, like even if I'm having a horrible day, I'm gonna smile. They can hear people, they can't see, but they can hear or smile. I guess like the mouse, like when you're talking, they can hear it, right? So if you're just like, oh, welcome to Negle, like you can tell. Like, you gotta like change, like even if you're having a horrible, it's not your client's fault you're having a horrible day. Yeah, you don't take it out on your customers, yes. Okay, like you have to learn to like just like take everything, shove it down until you get home. And then after you deal with it afterwards, yeah, because they can tell. And like, okay, like they don't know, like even if you're having a horrible day, they don't know you're having a horrible day. Maybe they're just like, oh, like maybe she's just like that. Like she just has a horrible personality. Yeah, you don't want that, especially if you're like, you know, like like we've discussed before, like, you know, it's hard to have like a business that's not part of a chain. You want to make sure you're standing out and like people remember you. So if they remember you for a good personality, that's good. If they remember you for the opposite, it's not good. So you want to make sure you like that first good impression.

Shawna: 18:15

Yeah. Yeah. And because like you pointed out, in a you know, competitive market, all they need is one reason to go to somebody else because there's somebody else down the road. So if the reason is because you made them feel unwelcome or like, you know, like uh they annoyed you or whatever. And that's something that I'm noticing in a lot of different businesses around town. Like, you know, if I go somewhere and someone makes me feel bad, I'm like, not a problem. There's someone else right there. I'll just go across the street. So it it doesn't take a lot to make someone want to go somewhere else. So yeah, it's beautiful that you're thinking through all of these things on such a deep level, you know, so early in your career. No, yeah.

SPEAKER_02: 18:59

No, no, and like I've had clients come up to me and are like from like New York, for example, and you're like, listen, I've been in New York City. Like, I've been to a lot of places and you've been like one of them, like the ones that are so personal with your clients. Because another thing I do, I like yeah, like for my first time clients, I text them today afterwards. Like, how's your skin doing? Like, how like is everything okay? Like you liked everything awesome. You try a new product, how is that working for you?

Brian: 19:28

That's keep doing what you're doing because those are the things that sets a brand apart because it shows that you care. You know, I love that. I mean Me too.

Shawna: 19:37

One of the things that, you know, I said I told you my bosses are business coaches, and one of the things they say is fortune is in the follow-up, and that's what you're doing already. That follow-up, it really sets you apart.

Brian: 19:49

A lot of people do not do the follow up anymore.

SPEAKER_02: 19:52

Yeah, I realize I'm like, because I have friends who are in the industry and they'll do it, but like when I'm like talking to other people in like, you know, certain like you know, they're talking about like their aftercare. I'm like, well, I just wait until I see them the next the next time. Well, if it works for you, I'm not gonna judge you over that. If that works for you, me personally, I want

Brian: 20:10

make sure what I did was good for you because some people even if they get like let's see a reaction they won't tell you because you're scared because you didn't open that you know you didn't have that open communication with them I tell them listen anything that happens like if it's like after the facial a question you get like I don't know like a weird spot somewhere that you don't know what happened you text me okay I'll if I don't have an answer for you I'm gonna get you an answer like you know it's gonna I'm gonna help you some of them freak out especially like let's say like after chemical peels oh my god like is it normal like my skin's still peeling after a few days yes it is you don't have to Google it okay Google's gonna tell you you're dying yes Google's gonna say a matter of life if you want to know there's still hope just text me exactly Google will say you have some kind of like I don't know like peeling disease I don't know not that okay all you do a little bit but just like give it a few more days and after that just like if there's like any irritation okay here put some cortisone on yeah that helped now this has been really good episode two has been really good thank you so much Kylie and uh so I do want to challenge everybody so as she mentioned earlier that you can tell if somebody's smiling just when you're hearing it so there's a little text option in our show notes so just go ahead and start bomb bombarding us with text. Like if you think we're smiling just hit that little link that says text us let us know you're smiling and we'll let you know if you're right or wrong. But uh I'm excited to get into part three where we're gonna learn why Vero what do you love about Vero so with that Pleater neighbor