Diana Richardson, the founder of Orchids Retreat, believes that everyone deserves to feel confident and content with their looks, and the retreat offers a variety of treatments to meet a variety of demands. Their services are not only economical, but also safe and painless, since they employ industry-approved, cutting-edge technology.
Diana specializes in establishing individualized programs that respond to the particular needs of each client as a Dermalogica Brand Ambassador and renowned Skin Expert. Her specialty includes Chemical Peels, Mesotherapy, and Customized Facials, all of which seek to promote and maintain healthy skin.
Below are highlights of the interview conducted between World’s Leaders and Diana Richardson:
Describe who you are as a person, inside and outside of the workplace.
Both inside and outside of the workplace, I’m positive, motivated, and a trailblazer. I lead by example and look to inspire others through knowledge, experience, and encouragement.
Describe your background, and what did you do before you started/joined the beauty industry?
Describe my background. Usually that question is brought up because of my accent. I don’t fit in anywhere because there’s a bit of a Canadian twang from my birthright, a lot of an American twang from my education, and a British twang from living here for twenty years. My husband is a Geordie, so I also now have a bit of that thrown in the mix, haha.
If your question is relating to my work experience, I’ve always worked in customer-facing roles that focus on high levels of customer service: first-class cabin crew for Virgin Atlantic, managing a bar and restaurant, working in retail for Guess clothing, and also lifeguarding, which taught me lifesaving skills that have been a thread through many other elements of my training and working environments.
Tell us about the inception of the company. How did it all start?
Orchids Retreat has evolved as I’ve lived through several different chapters in my beauty industry career, and there are a few with over two decades of experience.
Orchids was a name I chose for two reasons: the flower has an oriental origin, which I admire for many of the culture’s ethos, but more importantly to me, it was the name. Orchids mean ‘la belle’ and la belle means ‘beauty’ so with every new company and chapter, beauty is a large part of it.
Orchids Hideaway was my first company, which I set up in my bedroom, which evolved into a spare bedroom and then onto a treatment room above a hair salon, becoming its first commercial premise. Orchids Hideaway was sold in 2011, when Orchids Retreat bloomed.
Orchids Retreat was created as a bespoke rural retreat and a lifestyle business that complimented a young family. This grew into a six-treatment-room, multiple-award winning salon that has recently been acquired by a London conglomerate.
The next chapter for Orchids is now Orchids Retreat Beauty and Wellbeing, an atelier that promotes intrapreneurs in a community working environment. We have worked with both industry experts and solopreneurs, and Diana has coached beauty therapists to design their own destiny. She has encouraged them to set up their own businesses and empowered them to become their own bosses and create their own economy.
Which are the major services of the company and how do the company to get ahead in the competition? What value-added services does the company provide?
Our top services are always skincare treatments, followed by ‘necessities’ such as waxing, threading, and lash and brow treatments. We pride ourselves on helping our clients put their ‘best face forward’ naturally. We promote advanced skin treatments that maintain healthy, glowing skin and educate our clients on the best home care regimes for their skin type and lifestyles. We build relationships with our clients, as healthy skin is a team effort both in the treatment room and at home.
Diana has created her own Signature D Bespoke treatments, which offer an advanced facial plus an additional option to customize with any beauty or holistic treatments. Clients can book with her for 60, 90, or 120 minutes and create their own bespoke treatments that focus on their skincare concerns and wellbeing needs.
We pride ourselves on a high level of customer service and care, from booking, consultation, customized treatments, aftercare, and follow-up. We always endeavor to go the extra mile and leave a lasting memory with our loyal clientele.
What are the most important aspects of a company’s culture? What principles do you believe in and how do you build this culture?
Our company culture is like the movie Yes Day, in that we endeavor to always say yes. This is how we can help, this is what we can do, and this is what we can create to promote the best customer experience and treatment packages to fulfill our clients requests.
As a company, we support our team and enable a work life balance. We promote education and personal development. We continually adapt to our team members requests and working requirements to enable and empower them to build their own eco-system.
What is the significance of innovative ideas in the company?
Diana loves innovation and creation! Over the years, she has developed several new treatments, one of which is a deep tissue massage routine that incorporates shiatsu, trigger point, Swedish, Thai, and hands-free methods to customize a treatment to suit each client and protect the welfare of the therapist, ensuring a long term career in the industry.
Diana has also created and successfully launched several facials that have sold numerous courses and been recognized through both National and International industry awards.
Innovation brings a fresh approach to our treatment menu and promotes our motto of helping clients put their best face forward. We offer individual, customized treatment plans for seasonal and annual healthy skin programs. She is inspired by listening to clients feedback, observing their skin responses, and designing bespoke packages and treatments to support each client’s skin health journey.
What are your responsibilities as the CEO of the company? What is the happiest part of your daily routine?
As CEO, ultimately, everything falls on your shoulders. It’s important to build a business structure that suits your goals, dreams, and exit strategy. Ensure the team is aware of and believes in the North Star and company ethos. Empower your team to free up your time to help build and grow the business. It’s important to have the infrastructure in place to enable your team to work confidently and take ownership of their role within your organization. Clear goals, strategies, and regular guidance are important in building a successful self-run business.
My favorite part of my day… I love sunrises and all that they represent. My favorite part of the day is walking my dog along the beach and watching the sunrise over the sea. Where the sea meets the sky feeds my soul and reminds me that our opportunities are endless. Anything is possible, and each day is a fresh start.
What advice would you give someone going into a leadership position for the first time?
My biggest lesson about building an award-winning team without burning out as a leader is to develop a power team. Ensure there are proper policies and procedures in place that the whole team helps to create, follow, and develop. Employ a manager to deal with the daily running of the business. Outsource as many tasks as possible to free up your time to focus on growing the business.
