WEBVTT - Would you get beauty treatments in someone else's home?

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<v Speaker 1>Now, CNA 938 rewind.

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<v Speaker 2>So services at these home-based salons include anything from facials

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<v Speaker 2>to eyelashes, manicures.

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<v Speaker 2>You name it, you know, increasingly there are a lot

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<v Speaker 2>more services as well right now, and customers, they like

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<v Speaker 2>them apparently for the price, like you mentioned, flexibility and privacy. Yeah,

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<v Speaker 2>but it doesn't come without risks. So there have been

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<v Speaker 2>several cases in the news, right? In June last year,

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<v Speaker 2>for example, a beautician was unfortunately jailed and fined for

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<v Speaker 2>performing aesthetic procedures without a practicing certificate, despite being worn

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<v Speaker 2>by a

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<v Speaker 2>Authorities and then earlier this year, another one offered treatments

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<v Speaker 2>outside of outside of her home and she was jailed

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<v Speaker 2>for performing a medical procedure on a customer even though

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<v Speaker 2>she was not a licensed practitioner. So these are quite

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<v Speaker 2>severe cases, isolated as they are. So it begs the

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<v Speaker 2>question still, right? How do home-based salons insure and assure

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<v Speaker 2>potential customers.

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<v Speaker 2>that they do observe high standards of hygiene, they have

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<v Speaker 2>the necessary skills, qualifications. Let's find out more now from

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<v Speaker 2>one home-based owner. Her name is Cleo Chang. She offers

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<v Speaker 2>eyebrow embroidery services at her home. Cleo, good to have

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<v Speaker 2>you on the show. Uh, I, uh, have to apologize

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<v Speaker 2>for the state of my eyebrows. They're not they're not

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<v Speaker 2>the best at this very moment.

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<v Speaker 2>It's called drawing with a pencil every single morning. OK, so, um,

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<v Speaker 2>I need to ask you, what made you decide to

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<v Speaker 2>start a home-based salon? I mean, it's something that requires

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<v Speaker 2>a lot of equipment, a lot of hygiene practices. It

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<v Speaker 2>seems like a whole lot of trouble, so why did

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<v Speaker 2>you decide to move to a home-based business?

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<v Speaker 2>I think um from the start, I have always been

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<v Speaker 2>in an enclosed area like I was a bridal makeup

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<v Speaker 2>artist before, so then I had a studio space rental

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<v Speaker 2>with a photographer. So it's by appointments only. So it's

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<v Speaker 2>a space for me to do makeup trials and eventually

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<v Speaker 2>I brought embroidery.

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<v Speaker 2>So when during COVID, it sort of transited fully to eyebrow,

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<v Speaker 2>so I decided with rental costs increasing, I don't want

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<v Speaker 2>to pay a space that isn't mine, so I decided

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<v Speaker 2>to buy my own house and then it's just a

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<v Speaker 2>natural phase for me to go into a home-based business. Cleo,

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<v Speaker 2>the services you offer, they require a lot of trust

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<v Speaker 2>because the eye area, they're quite sensitive, right?

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<v Speaker 2>You're handling chemicals as well. What kind of certifications did

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<v Speaker 2>you have to obtain and how do customers know that

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<v Speaker 2>you are trustworthy?

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<v Speaker 2>Uh, certifications will be from the different teachers and different

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<v Speaker 2>schools that I've been to. So I went to different

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<v Speaker 2>teachers in Taiwan, Korea, Malaysia, and after every course, I

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<v Speaker 2>will get a certification from the certified teachers. So that part,

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<v Speaker 2>I think I'm quite safe. Then for hygiene and safety

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<v Speaker 2>is really based on my own standards, so I will

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<v Speaker 2>have I will clean, standardize everything and

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<v Speaker 2>I will wear gloves, masks, and I make sure I

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<v Speaker 2>use disposable needles for every single client, and I will

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<v Speaker 2>prepare the needles right in front of them so they

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<v Speaker 2>know that they get the new needles. And then because

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<v Speaker 2>it's in my own house, so I keep my house

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<v Speaker 2>really clean and tidy. So that's one thing I don't

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<v Speaker 2>think you get in the shop. OK, OK. So I guess,

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<v Speaker 2>I guess it's like a visual testimony, right? They come in,

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<v Speaker 2>they see that, OK, she's doing what's right and what's expected.

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<v Speaker 2>Uh, of anyone in that kind of role. So the

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<v Speaker 2>other thing that I wanted to ask you, Cleo is

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<v Speaker 2>the issue of security.

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<v Speaker 2>So these are complete strangers walking into your home. I mean,

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<v Speaker 2>your home is your private space. I I don't know.

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<v Speaker 2>I have an ick about this. I'm so sorry. But I, I,

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<v Speaker 2>I want to get your perspective on this because you

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<v Speaker 2>run a business from your home and trust goes both ways, right?

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<v Speaker 2>You are opening as much as the customers need to

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<v Speaker 2>trust you, you are also opening your door to your home,

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<v Speaker 2>to them. What do you do to ensure that they,

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<v Speaker 2>these new clients are trustworthy? Do you screen them? Do

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<v Speaker 2>you do any sort of thing like that?

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<v Speaker 2>Oh, I think it's difficult to screen every client. I

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<v Speaker 2>don't do that, but what I do is that before.

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<v Speaker 2>Before they book the appointment, they do have to place

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<v Speaker 2>a deposit with me to confirm the appointment, and it's

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<v Speaker 2>not a really small sum. So I think if they

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<v Speaker 2>are willing to put the money down, then they are

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<v Speaker 2>serious to show up to do their eyebrows. So that

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<v Speaker 2>is my security, yeah. And I don't allow men in

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<v Speaker 2>the house. So if they are worried about their own

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<v Speaker 2>personal safety, I allow them to bring in a

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<v Speaker 2>Female companion to sit with them during the whole process.

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<v Speaker 2>And for their part, because I'm quite active on social media,

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<v Speaker 2>so you can see my videos. I do skincare videos

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<v Speaker 2>with my husband who is an aesthetic doctor, so they

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<v Speaker 2>actually know more about me before they come. Yeah, so

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<v Speaker 2>I think they should feel quite safe. OK. Just out

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<v Speaker 2>of curiosity, do you do these eyebrow treatments on men

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<v Speaker 2>as well?

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<v Speaker 2>I know. So after I got married that I decided

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<v Speaker 2>just ladies only. OK, fair enough, fair enough, fair enough. So, uh, Cleo,

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<v Speaker 2>there have been several cases of home-based salons having run

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<v Speaker 2>into the law in the news. Andrew was mentioning it

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<v Speaker 2>as well, you know, the few rotten apples. Sometimes also customers,

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<v Speaker 2>they leave bad reviews, which may not necessarily be the

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<v Speaker 2>fault of yours. How do you manage these?

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<v Speaker 2>Um, I'm not so worried about the illegal services people

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<v Speaker 2>are providing because, uh, I'm not doing them myself and

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<v Speaker 2>it's quite clear cut what services I'm providing.

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<v Speaker 2>Um, for some people, they do, um, maybe a little

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<v Speaker 2>bit older people, they don't really have that much trust

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<v Speaker 2>on home-based business. So I do have a lady who

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<v Speaker 2>came and then she saw, Hey, this is Homebase. And

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<v Speaker 2>then immediately I can feel her confidence levels just drop.

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<v Speaker 2>And then during the consultation, it's just we are just

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<v Speaker 2>not wiping.

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<v Speaker 2>So then I told her, why not we just cancel

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<v Speaker 2>this service, I return you a deposit, then you can

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<v Speaker 2>find someone else you have more trust with. So this

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<v Speaker 2>is the I guess the worst experience I have. OK,

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<v Speaker 2>and and it's about managing their expectations as well, yeah, uh,

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<v Speaker 2>because they don't necessarily know. So, um, you

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<v Speaker 2>are not only competing with brick and mortar stores, you're

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<v Speaker 2>also competing with other uh eyebrow embroideries out there on

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<v Speaker 2>social media, on in home-based businesses. So how do you,

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<v Speaker 2>how do you differentiate yourself? How do you market yourself

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<v Speaker 2>to be different from the rest amidst all of this competition?

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<v Speaker 2>I think for me it's quite unique because I started

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<v Speaker 2>out as a bridal makeup artist. So that is my

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<v Speaker 2>first clients are my brides who hired me for their

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<v Speaker 2>wedding day and then they came back for their brows.

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<v Speaker 2>So from there just word of mouth just took off.

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<v Speaker 2>So

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<v Speaker 2>So my clients are new referrals and as mentioned, um,

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<v Speaker 2>I did a lot of social media reels. I'm very

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<v Speaker 2>active there. So I guess uh a part of them

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<v Speaker 2>just make them trust me a little bit more from there. Yeah.

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<v Speaker 2>So, uh, and just really quickly here, how many clients

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<v Speaker 2>on average do you get a month? New clients. New clients.

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<v Speaker 2>I didn't count, so probably new clients, maybe 3. OK. Yeah,

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<v Speaker 2>that's pretty healthy. OK, Cleo, uh, this has been really great. Uh,

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<v Speaker 2>stay on the line, we'll get you to chip in

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<v Speaker 2>at the end here. I want to bring in your

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<v Speaker 2>customer apparently, uh, she

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<v Speaker 2>It's Stacy. Uh stacy Cheng is one of Cleo's customers, uh,

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<v Speaker 2>and there's a little bit of a surprise at the end,

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<v Speaker 2>but we'll save that for later. Stacy, uh, good to

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<v Speaker 2>have you on the show, by the way. Thanks for

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<v Speaker 2>joining us. So what made you decide, what convinced you

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<v Speaker 2>that it was all right to get your eyebrows done

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<v Speaker 2>in someone's house? Hi, good morning, guys.

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<v Speaker 2>Oh, so for me, uh, I got introduced to Cleo

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<v Speaker 2>by our very good friend, Jeremy Jumanzi, who's a photographer.

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<v Speaker 2>So he was very closely with makeup artists and he

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<v Speaker 2>has a great eye for beauty. So when he recommended

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<v Speaker 2>me Cleo.

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<v Speaker 2>I trusted his recommendation completely and we're just curious, so

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<v Speaker 2>your first time visiting Clio, what was that like? What

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<v Speaker 2>was the biggest concern you had going in? I understand that,

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<v Speaker 2>of course, you know, it was a recommendation, but I

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<v Speaker 2>suppose you have a bit of, you know, like what

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<v Speaker 2>to expect apprehension. I didn't think that much because I

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<v Speaker 2>think it came from.

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<v Speaker 2>My very good friend. So then I was, yeah, I

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<v Speaker 2>trusted him completely and I went in, uh, feeling very

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<v Speaker 2>confident that I'm going to have like really good eyebrows. Wow, OK,

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<v Speaker 2>have you heard of experiences from friends or peers, other

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<v Speaker 2>customers who may have had, uh, apprehension, maybe bad experiences

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<v Speaker 2>as well?

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<v Speaker 2>For me, I think I've seen like my friends or

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<v Speaker 2>people online that like don't really have very good brows

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<v Speaker 2>and then when I found out oh they went to

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<v Speaker 2>another home base salon. So then that was a bit scary.

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<v Speaker 2>So I think having a very good portfolio before you go, um,

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<v Speaker 2>should be one of the the factors before you choose

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<v Speaker 2>to choose a homebase. Are there any other home-based beauty

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<v Speaker 2>businesses that you've patronized, since Clio.

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<v Speaker 2>Um, so we did go for facial at a home-base salon,

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<v Speaker 2>me and my friends, and it turns out very well,

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<v Speaker 2>and then I also recommended my mom and my mom

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<v Speaker 2>recommended her friends. Ah, the separation. So you only strictly

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<v Speaker 2>go to a home-based business if it comes highly recommended

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<v Speaker 2>by friends. Word of mouth is a very important testimony

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<v Speaker 2>for you.

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<v Speaker 2>Yeah, for sure, because I don't know like uh you're

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<v Speaker 2>going to someone's house and you know they're going to

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<v Speaker 2>close the door behind you and you just never know

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<v Speaker 2>what's behind that door, right? That is exactly my apprehension. OK,

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<v Speaker 2>so here's the surprise bit here. We understand that Cleo

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<v Speaker 2>has somewhat influenced you and motivated you to go start

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<v Speaker 2>something of your own as well. Tell us more, Stacy.

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<v Speaker 2>Oh yeah, OK. Creo is like super supportive and encouraging

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<v Speaker 2>about learning and always constantly upgrading herself. So she is

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<v Speaker 2>the one that actually motivated me to take a leap

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<v Speaker 2>of faith and start something new. So I am newly

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<v Speaker 2>launching my lashli business. It's called Lash Mason. So it's

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<v Speaker 2>newly launched. I'm pretty excited about that. OK.

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<v Speaker 2>OK, congratulations. Are you operating based of your home out

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<v Speaker 2>of your home or what is the model like? So

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<v Speaker 2>right now my services is a house call, so I

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<v Speaker 2>go to your house so we can be comfortable in

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<v Speaker 2>our house, but then you would have a lot of

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<v Speaker 2>gear to bring with you, right, every time.

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<v Speaker 2>Yeah, I would have to, yeah, so I mean, I

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<v Speaker 2>drive and I would just have to be a very

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<v Speaker 2>good packer, I guess. And any plans to start your

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<v Speaker 2>own home-based business? Maybe brick and mortar if it's successful.

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<v Speaker 2>I would still go, I would still rather choose the

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<v Speaker 2>home-based business. Yeah, I think it's just more convenient like

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<v Speaker 2>time wise you get a lot of flexibility. You don't

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<v Speaker 2>have to wake up that early. For me, that's like

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<v Speaker 2>the biggest problem.

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<v Speaker 2>Oh trust us, we know we know. So, we just

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<v Speaker 2>want to bring you into the conversation now. Would you

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<v Speaker 2>say that, you know, uh, one of the biggest takeaway

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<v Speaker 2>or one of the takeaways rather, you know, uh, is

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<v Speaker 2>that you are able to share your knowledge with your

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<v Speaker 2>customers and build a bond. It seems you guys started

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<v Speaker 2>out as a customer, uh business relationship and now you

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<v Speaker 2>guys are good friends as well. Mhm.

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<v Speaker 2>Uh, yeah, uh, actually our relationship, my relationship with a

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<v Speaker 2>lot of clients started off that way.

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<v Speaker 2>And uh from brides to eyebrow clients, so I get

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<v Speaker 2>to meet them every year. Yeah, so it slowly blossom

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<v Speaker 2>and we always keep in touch on social media. And

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<v Speaker 2>would you say this is what makes it the most

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<v Speaker 2>rewarding part of running your home-based business? Oh yes, because

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<v Speaker 2>it's very personalized. I mean, some clients doesn't have to

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<v Speaker 2>talk to me 2.5 hours procedure. sorry to me a lot.

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<v Speaker 2>So that's why she broke me down and we are

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<v Speaker 2>friends now. But a lot of my clients will choose

0:12:30.599 --> 0:12:32.679
<v Speaker 2>not to talk and I'm totally fine with that. So

0:12:32.679 --> 0:12:35.320
<v Speaker 2>we just sit in silence. It's OK. OK, so you

0:12:35.320 --> 0:12:37.478
<v Speaker 2>have to ask, Stacy, so the first time when you

0:12:37.479 --> 0:12:41.119
<v Speaker 2>went to Cleo, you pressurize you pressured as well to

0:12:41.119 --> 0:12:45.880
<v Speaker 2>have conversation with Cleo, Stacy? I'm just a really chatty

0:12:45.880 --> 0:12:48.289
<v Speaker 2>person and I didn't think that I wasn't supposed to

0:12:48.289 --> 0:12:50.799
<v Speaker 2>talk my eyebrows, right?

0:12:51.710 --> 0:12:53.750
<v Speaker 2>Because I think when you talk, it just moves the

0:12:53.750 --> 0:12:57.229
<v Speaker 2>whole face. It just does. It does, it does. You

0:12:57.229 --> 0:12:59.709
<v Speaker 2>know what, uh, we hope that we didn't break this

0:12:59.710 --> 0:13:04.109
<v Speaker 2>friendship of yours, but ladies, you have been wonderful. Thank

0:13:04.109 --> 0:13:07.429
<v Speaker 2>you so much for talking to us about home-based businesses,

0:13:07.510 --> 0:13:09.510
<v Speaker 2>the ins and outs, and what to watch out for,

0:13:09.630 --> 0:13:12.358
<v Speaker 2>especially just in case, uh, you know, you.

0:13:12.419 --> 0:13:14.299
<v Speaker 2>End up with a botched job. You know what to

0:13:14.299 --> 0:13:18.210
<v Speaker 2>look out for testimony always. Uh, thank you very much

0:13:18.210 --> 0:13:20.569
<v Speaker 2>to you both. Uh, all the best to you, Stacy,

0:13:20.580 --> 0:13:22.820
<v Speaker 2>and all you all the best to you as well, Cleo.

0:13:23.049 --> 0:13:26.729
<v Speaker 2>Thank you, thank you. OK, that was, uh, Stacy Chung.

0:13:26.809 --> 0:13:32.059
<v Speaker 2>She was a customer at Cleo Cheng's home-based eyebrow embroidery business.

0:13:32.250 --> 0:13:33.090
<v Speaker 2>It's a home-based business.