Case Study: The Lip Lab Ballarat achieves personalised, high-touch customer experiences and expanded client reach with Timely

The Lip Lab - Customer Case Study

The Lip Lab Ballarat, opened by Sarah Emmanuel and Jenna Gnoato, is a licensed branch of the Australian Lip Lab concept that lets customers create bespoke lipsticks with a technician’s help. The owners faced the challenge of entering a competitive cosmetology market, differentiating their branch, and addressing widespread poor customer service and the risk of relying on a single product line.

They responded by expanding beyond custom lipsticks to offer BYO foundations and concealers, a makeup studio, beauty/tan/pedicure rooms, and a colour-matching service—paired with personalised, expert one-on-one service. The approach diversified revenue, strengthened the brand, and attracted clients from across Victoria and Australia, leaving customers satisfied and loyal.

The Lip Lab

Sarah Emmanuel

Business Partners