Fliss' Story
Helping Fliss step into her role and elevate Elite Skin Studio
When Fliss first came to me, she wasn’t lacking capability, she was lacking clarity in her position.
The business had been built and run by her parents, and while it had been passed over to her, that transition hadn’t fully settled. There was still a sense of overlap at the top, a lack of clear ownership, and an underlying uncertainty about who was truly leading the business day to day.
And when that isn’t clear at the top, it filters through everything. The team feels it. Decisions become slower. Leadership becomes heavier than it needs to be.
Clarity in Leadership
So our starting point wasn’t the business itself. It was her position within it. Clarifying roles, boundaries, and ultimately helping Fliss step into the leadership role that was already hers, but not yet fully owned. From there, we began to build.
We worked on how she showed up with her team, how to run effective team meetings, how to lead individual conversations, how to set expectations and introduce targets in a way that felt clear rather than forced. We looked at structure, at accountability, and at how to create an environment where the team could move forward with her, not rely on her for everything.
Direction
At the same time, we focused on the direction of the business itself. Fliss had a clear vision, to elevate Elite Skin Studio into a high-end skin clinic, known for the level of treatments it delivers. But the structure behind that vision needed strengthening.
So we introduced the foundations to support that next level: training plans, induction processes, and bringing in a stronger front of house so she could begin stepping out of the day-to-day and spend more time working on the business rather than constantly being pulled into it. A big part of the work was also around her own time, how she managed it, protected it, and used it more intentionally. Then, we stepped back.
Because real leadership isn’t built in constant conversation, it’s built in what happens when you’re left to lead.
Award-Winning
When we came back together, the shift was clear. The structure was there, the leadership was stronger, and the business was moving with more direction and confidence. From that place, we worked on pulling everything together for award entries, something she may not have considered before. And she won.
But more than the award, what stood out was her. The way she had stepped into her role, the way the business now reflected her vision, and the confidence that came with truly owning it.
Today, Fliss leads Elite Skin Studio with clarity, structure and a clear sense of direction for where it’s going next. And from my side, it’s always a privilege to step back and watch that evolution, while knowing I’m there when it matters.
“I’ve been working with Valerie and Amy for about a year now, and I currently do monthly coaching with them. Their support is so valuable, and they have really helped me lean into my role as a clinic manager and navigate the ups and downs of day-to-day clinic life as an owner/manager. They have also helped to implement a number of very helpful processes and tools which have enabled us to better analyse our performance on many different levels, from stock levels to revenue, and everything in between. If you are looking for help, guidance and reassurance in running a clinic and team and growing your business, then I wouldn’t hesitate to recommend The Delforge Group.”