The Injex Difference

By Louise May

What started as a two-person venture between sisters Kate and Emma Taylor has grown into a thriving network of clinics across South-East Queensland. With backgrounds in beauty therapy and cosmetic nursing, the pair launched Injex Clinics with a clear purpose: to strip away the sales pressure often found in the industry and offer treatments that deliver real, meaningful results. While the business has evolved in size and technology, that original ethos of genuine care still runs through everything they do.

Mocha Beauty Editor Louise May chats with Kate about the Injex journey, what’s shaped the brand along the way, and how smart systems like Shortcuts Salon Software have helped keep the business connected, efficient, and client-focused, across every location.

Tell us about Injex Clinics. What was the inspiration behind starting the business, and how has it evolved since then?

We began as just my sister (Emma) and I. We had both worked in clinics in different capacities, she was a Cosmetic Nurse, I was a Beauty Therapist, and we didn’t love the pushy sales side of some clinics, so wanted to change that and just provide treatments we thought would bring a genuine benefit, not just hit a target. With this ethos and over the years, we’ve grown into four beautiful clinics across South-East Queensland. While our treatments and technology have evolved, our purpose has stayed the same: to deliver real results with genuine care.

How many do you have in your team? How do you ensure they stay at the forefront of the cosmetic and dermal industry?

We have a team of 40 amazing women (and a few men) from Registered Nurses and Doctors to Beauty Therapists, Lash Artists, and our incredible admin team. Keeping our team at the top of their game is a huge priority for us. We invest heavily in training and development, run regular in-clinic education, provide many training opportunities and encourage continuous learning. We take care of our team, and they in turn take care of our clients.

Injex has a unique approach to staff remuneration. Why was this important to you, and how has it shaped your clinic culture? Our remuneration model is a little different, and that’s by design. When we started, all the clinics we knew were paying a low base rate + commission. We decided on paying a higher rate and no commission. This fostered genuine client interactions as staff did not feel like they had to sell ‘xyz’ to actually get paid, they were less stressed, and clients were happier because they were getting real, genuine advice.

You’ve expanded to several locations across Brisbane –what have been the biggest learnings in scaling a multisite cosmetic clinic?

Scaling comes with its fair share of lessons! One of the biggest things we’ve learnt is the importance of consistency not just in service delivery but in systems, team support, and communication. Each clinic has its own personality, but we want every client to walk through the door and have the same Injex experience. Clear processes, great tech, and an amazing team have been key to managing growth without losing our personal touch.

You use Shortcuts Salon Software, why did you choose to partner with Shortcuts? What was the standout for you?

We looked at a few different systems, but Shortcuts stood out because it could grow with us. It offered everything we needed under one roof, appointment booking, staff management, client communication, reporting and it’s customisable, which was a big plus.

The best thing about it is the support, I shoot an email off to the team and get a reply that day, the team is absolutely fabulous. I love that 24/7 you can get a hold of someone as well, which is great for those early morning starts or late nights in the office! It’s also super user-friendly for the team, which makes onboarding a breeze.

With multiple locations, how does Shortcuts help you manage appointments, staff schedules, and day-to-day clinic operations?

Shortcuts is honestly like our HQ. It keeps everything running smoothly across all four clinics.

We can check bookings in real-time, adjust rosters on the fly, and stay on top of day-to-day operations without the usual chaos. It saves so much time and gives us full visibility into what’s happening at each site. I will be overseas sipping pina coladas and still be able to keep an eye on everything from my phone or laptop! It’s brilliant and gives me peace of mind when I do have to be away.

Client experience is everything — how does Shortcuts support you in providing a seamless booking and consultation journey?

From the moment someone books online to their post-treatment notes, Shortcuts helps us keep it smooth and professional. Clients love how easy it is to book especially after hours, and our team loves how streamlined the consultation tools are. It means we can focus less on admin and more on creating a great client experience.

Do you use any automated marketing features within Shortcuts? If so, how have these tools helped drive client retention?

We do! The automated reminders and marketing tools are amazing! We use them all! They help us stay in touch without it being overwhelming. Whether it’s a birthday message, a follow-up after a consult, or a gentle nudge for clients who haven’t visited in a while, it’s all happening behind the scenes and makes a huge difference to client retention.

Has Shortcuts made a difference in how you track performance across clinics? What reporting or dashboard tools do you use most?

Definitely. The reporting side of Shortcuts gives us a clear snapshot of how each clinic and team member is tracking. We look at things like appointment volumes, service breakdowns, and rebooking rates regularly. Having that data at our fingertips helps us make smarter decisions and adjust quickly when needed.

How does Shortcuts integrate with your client communication strategy, from SMS confirmations to aftercare follow-ups?

It’s been a game-changer for communication. Clients get automatic SMS reminders, confirmations, and even follow-ups which has seriously reduced no-shows and increased client satisfaction. We are also able to send before and aftercare which keeps us compliant. Whenever there’s technology that can take some pressure off processes for our admin team, it’s a win-win all round.

What’s one feature in Shortcuts that you or your team couldn’t live without, and why?

Oh gosh, probably console! With so many moving parts and four locations to manage, having a centralised, real-time view of bookings is absolutely essential. It keeps everything running smoothly and makes life a whole lot easier for both the team and our clients.

What’s next for Injex Clinics? Anything exciting coming up over the next 12 months?

We’re always looking into new treatments, products, and devices, we always trial everything in clinic for a while before offering it to clients to make sure we’re happy with the outcomes. But over the next 12 months, we’re focusing on deepening our client education, streamlining our systems even more, and continuing to grow our team. It’s all about staying ahead of the curve while holding onto that Injex heart our clients know and love.

@injexclinics @shortcutssoftware