Why We Care About Our Reputation

October 7, 2020

Working in the aesthetic beauty industry for over 25 years has taught me a lot. I have had the pleasure of working with many lovely people, but have also come across, shall we say, some more shady operators.

My experience. Reputation matters!

That’s why ensuring the reputation of The SMART Group is the best it can be, is so important to our business. From the quality of treatments our products deliver (which we guarantee!), to their reliability and value, all the way through to our business sales processes, aftersales care and training – we set our bar high!

The reason I mention this, is because now we’re going one step further, with the launch of our customer satisfaction survey. The survey will allow us to continue to improve our services and tailor our products to the needs of our customers.

Better still, as an added win-win, for everyone who completes the survey we’ll also donate £25 to one of four charities: Mind, RSPCA, Cancer Research UK and CCHS UK (Congenital Central Hypoventilation Syndrome).

I therefore wanted to talk a little about the charities we have chosen:

Mind – www.mind.org.uk

In uncertain and scary times such as these, the work that Mind is doing is incredibly important for people all across the UK. Mind is a charity that focuses on raising awareness of mental health and providing information & assistance to those affected by mental health illnesses. It lobbies the government and local authorities on behalf of people with mental health issues to ensure that everyone gets the help and support they need to live a healthy, happy life. They believe that no one should have to face a mental health problem alone. In these difficult times, the services of Mind are surely going to be increasingly important.

Cancer Research UK – www.cancerresearchuk.org

Needing little introduction, we decided to support Cancer Research UK because of the sheer number of people cancer affects. Pioneering key research into cancer treatments and cures, Cancer Research UK aims to one day ensure all cancers are curable. They raise money to help scientists, doctors and nurses work together to help beat cancer. Donations are incredibly important at this time to get Cancer Research UK back on track after a pause in research during the initial Covid-19 outbreak.

RSPCA – www.rspca.org.uk

As a supplier to the beauty industry – we love people, but we love animals too! The Royal Society for the Prevention of Cruelty to Animals is a charity specialising in animal rescue and furthering the welfare cause for all animals. From pets, to farm animals, to wild animals, to animals being tested and experimented on, the RSPCA ensures that all are treated kindly, whether that is by following up on local calls or campaigning to change the law.

CCHS UK – www.cchs.uk

Compared to our other choices, our final charity is a little known organisation supporting those with Congenital Central Hypoventilation Syndrome. CCHS is a rare genetic condition that results in the abnormal development of the body’s nervous system during early childhood, which causes an inability to control breathing, particularly during sleep. This is a charity close to our hearts, providing networking opportunities and advocating for those who suffer with CCHS, as well as leading education and research into the disease.

If you’ve previously purchased a SMART Group product, and would like to take our survey to give us your views and to get another £25 winging its way to a deserving charity, please drop us a note in the comments below and we will send you the link – you won’t just be helping us out, but any one of these incredible causes.

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The Future of Laser Hair Removal: Faster Treatments, Better Experiences, Smarter Technology

By Dee Malan • June 25, 2026

The aesthetics industry has spent years talking about laser hair removal in terms of technology. More power. Faster treatment times. Better cooling. Larger spot sizes. While these innovations have undoubtedly improved clinical outcomes, they've also distracted attention from a far more important question: What actually drives growth for a clinic? The answer isn't simply owning a better laser. In today's market, where many clinics have access to excellent technology, competitive advantage is shifting away from the device itself and towards how that technology is used to improve profitability, efficiency and client retention. That's a significant change in thinking, and it's one that many businesses are still overlooking. Laser Hair Removal Has Become a Business Strategy For many clinics, laser hair removal is the treatment that introduces a client to the business. A course typically involves six to eight appointments, creating months of regular contact rather than a single transactional visit. That's a commercial opportunity that shouldn't be underestimated. Every appointment allows practitioners to strengthen relationships, educate clients and identify other concerns they may not have originally booked to address. The clinics generating the greatest long-term value are no longer viewing laser as a standalone treatment; they're using it as the beginning of a wider patient journey. As client acquisition costs continue to rise and competition becomes increasingly local, maximising the lifetime value of existing clients is often more profitable than continually chasing new enquiries. Faster Treatments Don't Just Benefit Patients When manufacturers talk about speed, the conversation usually centres around patient convenience. While shorter appointments are undoubtedly attractive, the commercial impact for clinics is arguably far more significant. Reducing treatment times creates additional capacity without increasing staffing levels or extending clinic hours. Over the course of a year, those seemingly small efficiencies can translate into hundreds of additional appointment slots, improved utilisation of expensive equipment and greater revenue potential from the same physical space. Technology should therefore be assessed not only by how quickly it treats a patient, but by how effectively it improves the productivity of the business behind it. Stop Buying Technology. Start Solving Problems. One of the biggest misconceptions in aesthetics is that growth comes from continually investing in the latest device. In reality, successful clinics rarely buy equipment simply because it's new. They invest because it solves a commercial challenge, whether that's increasing capacity, improving patient satisfaction, reducing treatment times or opening opportunities for complementary treatments. The question isn't "Is this better technology?" It's "Will this make our business stronger?" That shift in thinking often separates clinics that consistently grow from those that continually compete on price. Looking Ahead Laser hair removal will continue to evolve, and advancements in speed, comfort and technology will remain important. However, the clinics that lead the next phase of the industry are unlikely to be those with the longest list of devices. They'll be the businesses that understand technology is only valuable when it delivers measurable commercial outcomes. The future of laser hair removal isn't simply faster treatments, better experiences and smarter technology. It's using those advancements to build a more profitable, efficient and resilient clinic.

You’ve Built a Successful Laser Business… What Comes Next?

By Dee Malan • June 22, 2026

You’ve Built a Successful Laser Business… What Comes Next? For many salon owners, laser hair removal has been a game-changing addition to their business. It attracts committed clients, creates opportunities for treatment programmes, and generates reliable recurring revenue. But once your laser offering is established and performing well, an important question often follows: What comes next? As the aesthetics industry continues to evolve, many successful laser businesses are looking for ways to expand their treatment menu, increase client spend, and strengthen client retention. For some, the answer lies in a natural next step: skin. Is Skin Your Thing? If you've already built a loyal client base through laser hair removal, chances are many of those clients are interested in more than just hair reduction. They're also concerned about skin health, ageing, pigmentation, acne scarring, texture, redness, and overall skin quality. By introducing advanced skin treatments, salons can begin serving a wider range of client concerns while building on the trust they've already established. The beauty of adding skin treatments is that you're often speaking to the same client. Instead of constantly searching for new customers, you're expanding the services available to the people who already know and trust your business. Increase Client Spend Without Increasing Footfall Growing a business doesn't always mean attracting more clients. Sometimes the biggest opportunity comes from increasing the value of each client journey. Advanced skin treatments can help create treatment plans that span multiple appointments, support ongoing maintenance programmes, and introduce complementary retail opportunities. This allows salons to increase revenue per client while delivering a more comprehensive treatment experience. Rather than being known for one service, you become a destination for results-driven aesthetic treatments. Strengthen Client Retention The most successful aesthetic businesses understand that retention is often more valuable than acquisition. While laser hair removal naturally creates repeat visits, advanced skin treatments can provide even more opportunities for long-term client relationships. Many skin concerns require ongoing treatment plans, seasonal maintenance, or progressive treatment journeys. This creates regular touchpoints with clients and helps keep your business front of mind long after their laser course has finished. When clients can achieve multiple goals under one roof, they're less likely to look elsewhere. Become a Destination Salon Today's clients are increasingly looking for clinics and salons that offer expertise rather than individual treatments. They want personalised recommendations, treatment plans tailored to their concerns, and a trusted professional who can guide them through their aesthetic journey. Expanding into skin allows your salon to position itself as a destination for advanced aesthetic treatments rather than simply a laser provider. This not only enhances your reputation but can also help differentiate your business in an increasingly competitive market. Why Advanced Skin Treatments? For salons considering their next move, advanced skin technologies can offer several advantages: High-value treatment programmes Strong profit margins Growing consumer demand Opportunities to treat multiple skin concerns Increased client retention Enhanced business positioning Treatments such as RF microneedling, skin rejuvenation, skin tightening, collagen stimulation, and advanced facial treatments are becoming increasingly popular as clients seek visible, long-term results. Building on Your Success The skills, consultation process, and client relationships you've developed through laser hair removal have already laid the foundation for growth. Adding advanced skin treatments isn't about starting again—it's about building on what's already working. For many salon owners, expanding into skin has become the natural next chapter in their business journey. It's an opportunity to increase revenue, strengthen client loyalty, and position your salon as a leader in advanced aesthetic treatments. So if your laser business is thriving and you're thinking about the future, perhaps it's time to ask yourself: Is skin your thing?

Are Clients Becoming More Sceptical of Beauty Claims? Why Evidence Matters Now More Than Ever

By Dee Malan • May 28, 2026

The beauty industry has never been more visible than it is today. Social media has opened the doors to endless treatment trends, dramatic before-and-afters and bold promises around what certain technologies can achieve. But whilst visibility has increased, so has scepticism. Today’s clients are more informed, more cautious and more selective about where they spend their money. They are researching treatments before booking, comparing providers online and questioning claims more than ever before. For salons and clinics, this shift is changing the way treatments are sold, positioned and delivered. The Rise of the Informed Client A few years ago, many clients relied heavily on recommendations from salons or word-of-mouth. Now, they often arrive at consultations already armed with information from TikTok, Instagram, Reddit, Google reviews, online forums and even AI. They have seen conflicting opinions, unrealistic results and treatments marketed as “miracle solutions” that may not always deliver long-term outcomes. As a result, many clients are becoming more cautious about what they believe and who they trust. This does not mean clients are losing interest in aesthetic or beauty treatments. In fact, demand continues to grow. However, expectations around transparency, professionalism and proof are evolving rapidly. Why Beauty Claims Are Being Questioned The accessibility of social media marketing has made it easier than ever for businesses to promote treatments. Whilst this has created opportunities for salons and clinics, it has also contributed to an increase in exaggerated claims and misinformation. Clients are becoming increasingly aware that: Filters and lighting can distort results Viral trends are not always backed by evidence Some treatments are oversold online Not every treatment is suitable for every individual Because of this, trust is becoming one of the most valuable assets a salon or clinic can build. Clients no longer simply want to hear that a treatment “works.” They want to understand: Why it works How it works Whether results are realistic What evidence supports it Whether the technology is reputable and clinically backed The Shift Towards Evidence-Based Beauty As the industry matures, evidence-based beauty is becoming increasingly important. Salons and clinics that invest in professional-grade, clinically-backed technology are often finding it easier to build long-term trust and credibility with their clients. This is where treatment consultations are becoming especially valuable. A consultation is no longer just a step before booking. It is an opportunity to educate clients, manage expectations and demonstrate expertise. When salons can confidently explain the science behind a treatment, the expected outcomes and why a specific technology has been chosen, clients are far more likely to feel reassured. Clinically-backed devices also help support these conversations. Instead of relying solely on trends or marketing language, salons can focus on treatment rationale, technology standards and real-world results. Transparency Is Becoming a Competitive Advantage One of the biggest shifts happening within the beauty industry is the move away from overpromising. Clients increasingly value honesty over perfection. In many cases, being transparent about treatment plans, timelines and realistic expectations can actually improve client trust and retention. This includes: Explaining that multiple sessions may be required Being honest about downtime or limitations Recommending alternative treatments when appropriate Prioritising suitability over sales Salons and clinics that take this approach are often building stronger, longer-lasting client relationships because they are positioning themselves as trusted professionals rather than simply service providers. Why Technology Choice Matters More Than Ever In an increasingly competitive market, the technology a salon or clinic chooses says a great deal about their business. Clients are becoming more aware of the difference between low-cost trend-led devices and established technologies backed by training, support and clinical credibility. Investing in trusted technology not only supports treatment outcomes, but also strengthens client confidence during consultations and throughout the treatment journey. As client scepticism grows, professionalism, education and evidence are quickly becoming the foundations of successful beauty businesses. Final Thoughts The beauty industry is evolving, and so are client expectations. Today’s clients are not simply buying treatments. They are buying trust, expertise and confidence in the experience they are investing in. For salons and clinics, this presents a real opportunity. Businesses that focus on transparency, education and clinically-backed technologies are likely to stand out in a market where credibility matters more than ever. At SMART Group, we believe the future of beauty lies in combining innovative technology with honest, evidence-led conversations that help salons build trust, loyalty and long-term growth.