331: The New Client Journey: Why Faster Communication, AI and Trust Are Now Business Critical with Ramey Shehata from Podium Software

Has resilience become a lost art? When life or business changes unexpectedly, how do we find the confidence to take the next step? In this episode of the ABIC Podcast, we’re joined by Sue Sparrow, Founder and Director of Sparrow Insurance, to explore what resilience means for the people behind our clinics, salons and spas. With more than 30 years connected to the beauty and aesthetics industry, Sue brings insight into the moments that test business owners most. From client claims and equipment damage to illness and business interruption, we discuss how preparation, clear decisions and the right support can help owners navigate uncertainty. Together, we consider whether the pressure to keep going leaves us less prepared to adapt, ask for help or change direction. We also explore the risks owners overlook, the conversations they postpone and what deserves attention in the first 24 to 72 hours after a serious incident. For anyone carrying responsibility for clients, teams and livelihoods, this conversation explores how to build resilience before it is tested and find a way forward when things change. This episode is proudly brought to you by Sparrow Insurance.

What should clinic owners look for in a partnership that will create lasting value, rather than drain time, money and attention? In this episode of the ABIC Podcast, we’re joined by Nancy Abdou, Founder and Director of The Australian Dermal & Laser Institute. Nancy brings together clinical, educational and business experience to explore how clinics can make clearer, more confident partnership decisions. Together, we explore: The early signs that a partnership is likely to deliver long-term value. The difference between a genuine partner and a polished sales pitch. How to help a new treatment or device become part of everyday clinic practice.

What does it really take to build an independent aesthetics practice that can grow without consuming every hour of your week? In this episode of the ABIC Podcast, we’re joined by Max Hayward, co-founder of Aesthetic Nurse Software, to explore the business responsibilities that come with going independent — from consent and clinical records to client retention, stock and cash flow. Max shares how his mum Jo’s experience of starting her own aesthetics practice inspired a family solution that became a growing business, and what that journey taught him about supporting independent practitioners. Together, we explore: The practical challenges of moving from practitioner to business owner. Managing paperwork, clinical photography, treatment records and follow-up. The role of customer service and community in business growth. The business numbers independent practitioners need to understand. Three priorities for starting out, three for the next stage of growth, and practical steps established owners can take now. Whether you’re preparing to go independent or already running your own practice, this conversation offers practical insights into building a business that supports both your clients and your working life. This episode is proudly brought to you by Aesthetic Nurse Software.

What if the future of results-driven skin is not about doing more—but knowing when to pause?

Acne is often treated as a stubborn skin problem—but could stubborn thinking be part of the problem? In this episode of the ABIC Podcast, we’re joined by Kris Astroff for Circadia Australia to explore acne through the lens of circadian rhythm, inflammation, barrier recovery, sleep, stress, sebum and treatment timing. Together, we challenge some of the simplified and outdated narratives that continue to shape professional acne care. We examine why aggressive treatment can sometimes work against the skin, how its functions and needs change between day and night, and what therapists should consider when assessing skin readiness, treatment response and client lifestyle. We also discuss the pressure practitioners face to keep pace with evolving evidence, the importance of questioning supplier education and marketing claims, and how clinic owners can build a stronger culture of ongoing learning and evidence-aware practice. This clinically responsible conversation is for clinic owners, skin therapists, dermal clinicians, beauty therapists and educators who want to think more critically about acne and create more informed consultation and treatment practices. This episode is brought to you by Circadia Australia, ABIC Foundation Partner.