We recently sat down with Arlena Phillips, owner of Beau Skin Clinic in Ōtorohanga, for a relaxed conversation about what really shapes the client experience behind the scenes.
Fresh off multiple wins at this year’s NZ Beauty Awards, Arlena shared how her team creates an environment that feels instantly welcoming — and why something as simple as music has become one of the most powerful (and underrated) tools in the room.
Setting the tone from the start
“The music that we play all depends on what treatments we have booked in for the day,” Arlena explains.
Throughout the clinic, playlists are carefully chosen to match the rhythm of the space. During consultations, the atmosphere is often upbeat and conversational — creating a relaxed, friendly environment where clients feel comfortable chatting and asking questions.
But as soon as it’s time to begin a treatment, the shift is intentional.
As soon as we’re ready to do the facial, we’ll switch the music. It automatically changes the mood to ‘OK, we’re going to relax now.’”
At Beau Skin Clinic, music isn’t an afterthought - it’s part of the overall experience.
"People often say to us, ‘it’s just so relaxing as soon as you walk in here’ - and I think the music plays a really big part in that.”
That immediate sense of calm doesn’t happen by accident. It’s built through small, considered choices that shape how clients feel from the moment they arrive.
For Arlena and her team, variety matters too.
“Generally, a little more upbeat - it’s nice to switch things up and make things a little more interesting… listening to whale music gets a bit boring after a while.”
That balance between calm and energy keeps the space feeling genuine and engaging - for both clients and staff.
A simple decision with a bigger impact
Like many business owners, Arlena wasn’t initially aware that playing music in a commercial setting requires a licence.
I didn’t actually know that you had to be licensed to play music in your business.
But once she understood the role of licensing, the decision was straightforward.
“When OneMusic reached out to me - it was an absolute no-brainer.”
Supporting the people behind the music
For Arlena, it’s not just about compliance - it’s about doing the right thing.
As a business, we have a role in supporting artists… because they’re businesses too.
That connection between local businesses and the creators behind the music they rely on is an important part of keeping the wider industry thriving.
At Beau Skin Clinic, the atmosphere isn’t left to chance. It’s thoughtfully shaped - from the way clients are welcomed, to the playlists that guide each stage of their visit.
Often, it’s the smallest details that leave the biggest impression. And in many cases, it’s the music that brings it all together. Whether you’re creating a calm, welcoming space or simply want to play the music your team and customers love, it’s important to make sure you’ve got the right permissions in place.
Learn more about music licences for beauty and wellness businesses here.
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