Guy Grossi on creating a memorable customer experience | #550

Guy Grossi on creating a memorable customer experience | #550

I’ve always held the view that us business owners can learn plenty about marketing and customer experience from the owners of 5-star restaurants. To test my theory I contacted Australia’s leading restaurateur in Guy Grossi. And let me tell you … he does not let us down! It’s a yum-diddly-scrumptious episode 550 of The (12 year-old, award-winning) Small Business Big Marketing podcast.


A Little More About Florentino’s Guy Grossi …

One area of marketing that fascinates and excites me more than most is the creation of a memorable customer experience. One that makes customers go wow, and tell all their friends for all the right reasons.

Sadly, in my experience, this doesn’t happen anywhere near enough.

One industry in which it does happen often is in 5-star restaurants and resorts. It’s really their bread and butter … given their customers are paying big dollars to be constantly swept off their feet.

So who better to ask how to create a memorable customer experience than Australia’s most well-known restaurateur in Guy Grossi, who owns and continues to work in establishments like Florentino (Australia’s oldest restaurant), and Ombra Salumi Bar in Melbourne’s Collins Street where I went a couple of nights ago and hoed down on the world’s best pizza.

He’s also the author of four beautiful cookbooks and has hosted TV shows such as Food Safari and Iron Chef Australia. Guy is literally an Australian institution. 

So pen and paper at the ready team as Guy explains how to create a 5-star customer experience, how to handle annoying customers, how to successfully launch a restaurant and plenty more. Oh, and he shares a recipe that’ll make your mouth water!

And if you’re thinking, I’m not in hospitality this episode is irrelevant, well … you’re wrong!

I started off by asking Guy what he loves about what he does.



Timbo’s Top 3 Attention Grabbers from his chat with Guy Grossi

  1. I loved the story he told about the waitress who went the extra mile and picked up the movie tickets so her guests could enjoy coffee and desert.
  2. I love how he goes about creating a personality for each restaurant he opens, then ensures that personality finds its way into every marketing touch point.
  3. I love how Guy and his team are constantly refining the customer experience they create for each restaurant, as opposed to creating it once and simply rolling it out. Constant innovation is the key!




Other chats with hospitality business founders on The Small Business Big Marketing Podcast

Episode 549 – The inspiring story of entrepreneur and quadriplegic Perry Cross

Episode 537 – This monthly subscription model saved Australia’s artisan cheesemakers

Episode 524 – Smart social media usage grew this third generation chocolate shop


Last Week’s Episode of The Small Business Big Marketing Podcast

Episode 538 – Four Pillars Gin has been named Best Gin In The World two years running


And here’s the interview with future Pink Floyd keyboard player Lachy Doley



Thanks for tuning in. May your marketing be the best marketing.





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