Dr. Steven Diep Introduction:
Hi everyone, welcome to Ju’s first podcast! I’m excited to have a special guest with us today—Jessica Welsh, the CEO, Director, and Founder of CQ Aesthetics. Thanks for joining us, Jessica!

Jessica Welsh:
Thank you for having me! We’re here at Tazoo for the annual Ju conference, and I’m thrilled to be part of this podcast series. I understand the goal is to explore different perspectives and journeys in the industry, so I’m happy to share mine.

Jessica’s Journey into Cosmetic Nursing

Dr. Steven Diep:
You’ve built a successful business and team, but let’s start at the beginning. Tell us a bit about how you got started.

Jessica:
I started in this industry about eight or nine years ago while working at a GP clinic in Rockhampton. At the time, the head doctor was doing injectables for family and friends. He eventually passed that responsibility on to me, and I saw an opportunity to bring this service to the town since no one else was offering it.

I studied at the Australian Academy of Dermal Science on the Gold Coast and earned my graduate diploma in cosmetic nursing. With the mentorship of my doctor, I opened my own business. Back then, as a registered nurse, I never imagined I could run my own clinic, but his guidance made it possible. Seven years later, I now have a team of six to seven staff members.

Building and Managing a Team

Dr. Steven Diep:
That’s incredible! Can you walk us through how you grew your team step by step?

Jessica:
It was definitely a journey. In my first year, it was just me. By the second year, I hired my first dermal therapist. By the third year, I was working six to seven days a week, doing everything from cleaning to reception. That’s when I decided to bring in another nurse. Although my first hire only stayed for six or seven months before starting her own business, it inspired me to help other nurses grow.

Over time, I added more team members, including two dermal therapists, three registered nurses (including myself), and a clinic coordinator, whom I hired after having my baby. It wasn’t an overnight process, but it’s been rewarding.

Hiring and Training Strategies

Dr. Steven Diep:
What do you look for when hiring new team members?

Jessica:
I look for highly driven individuals. I believe that if someone is motivated, I can mentor them to succeed. When I started, I had no one to guide me, so I want to be that mentor for others.

Dr. Steven Diep:
How do you train your team?

Jessica:
Thanks to Ju, we have access to excellent training courses. I encourage my team to train at Ju’s head office and participate in training days with reps who visit the clinic. I also personally train them in the methods I’ve learned over the years. Ongoing training is essential in this field. When I started, I flew to Sydney every eight weeks for training, and I encourage my team to have the same commitment to learning.

Overcoming Challenges

Dr. Steven Diep:
Was it difficult to delegate responsibilities and trust others with your clients?

Jessica:
Absolutely. It was tough to let go because the business is a reflection of me—it was my first “baby.” But I realized I had to trust myself and the people I hired. I look for team members who share my drive and passion, and I match clients with nurses based on personality to ensure a good fit.

Dr. Steven Diep:
How do you handle internal conflicts within the team?

Jessica:
Conflict is inevitable when you have different personalities working together. I’ve had to mediate disagreements, which isn’t easy because I’m a people pleaser. For example, two years ago, a dermal therapist and a nurse had a conflict. I had to sit them down and talk it through. It didn’t end well, but I learned that you can’t please everyone. You just have to do your best to manage the situation professionally.

Retaining and Mentoring Staff

Dr. Steven Diep:
How do you retain staff and keep them engaged?

Jessica:
I focus on building strong relationships with my team. I check in regularly to understand their goals and ensure they feel supported. I also pay competitive wages and foster a family-like environment where everyone is treated equally. Whether you’re a nurse or a dermal therapist, we all pitch in—even if it’s just vacuuming the clinic.

Host:
What’s your approach when a team member decides to leave and start their own business?

Dr. Steven Diep:
It’s inevitable that some nurses will eventually want to branch out. I try to support them and mentor them through the process. If someone leaves on a positive note, it reflects well on both of us. If they leave on a bad note or try to poach clients, I hold my head high and focus on my own business. Ultimately, no one can replicate what I’ve built.

Balancing Business and Family Life

Dr. Steven Diep:
What’s been the most rewarding part of your journey?

Jessica:
The most rewarding part is having a successful business that allows me to spend time with my 3-month-old baby while my team keeps things running smoothly. That balance between work and family life is something I’ve worked hard to achieve, and it’s still a learning process.

Dr. Steven Diep:
Any final tips for business owners looking to grow their team?

Jessica:
Trust yourself and your team. Invest in training and build a supportive environment. And remember, it’s okay to let go of some responsibilities—it’s all part of growing a successful business.

Dr. Steven Diep:
Thank you so much for sharing your journey, Jessica. It’s been inspiring!

Jessica:
Thank you for having me!

Key Takeaways:

• Start small and grow your team gradually.
• Look for driven individuals who align with your values.
• Invest in ongoing training and mentorship.
• Build a supportive, family-like work environment.
• Trust your team and delegate responsibilities to achieve work-life balance.