In this episode of Bean There, Done That!, host Phil Di Bella is joined by marketing expert Natalie Shaw, co-founder of Yom Connect, to explore how hospitality businesses can use seasonal moments like Christmas to build emotional connections and drive real results. With over 25 years of marketing experience across Australia, New Zealand, and the US, Natalie shares how strategy, storytelling, and smart activations make all the difference in a crowded market.

They cover the rise of voice-based AI in hospitality, why consistency matters more than follower counts, and how perception and people are the secret sauce in modern marketing. Whether you're running a café or scaling a brand, this episode will inspire you to stop ticking boxes and start telling better stories.

Key Topics & Themes The 6 Ps of Marketing: People, Product, Price, Place, Promotion, Perception How emotional connection builds brand loyalty Why café owners should prepare early for Christmas The role of activations, consistency, and customer experience What social media platforms actually want from your content Using AI for productivity without losing the human touch The danger of cutting marketing during tough times

Key Takeaways Start your marketing with the outcome in mind Your staff are part of your marketing—train them to connect Emotional engagement drives loyalty and revenue Use activations to stand out in noisy seasonal periods Don’t post and pray—put small spend behind your best social content AI should boost creativity, not replace it Perception, quality, and consistency are your brand’s flywheel If you’re not telling your story, someone else is

Time-Stamped Key Points 00:35 – Meet Natalie Shaw from Yom Connect 02:00 – What performance media really means 04:30 – What’s working right now: brand activations 06:00 – Why marketing must align with customer experience 09:30 – The 6 Ps of Marketing and why “Perception” is everything 13:00 – Marketing starts at the front door: train your people 15:00 – How to use AI tools without losing creativity 20:00 – Voice AI for hospitality: saving time, keeping connection 23:00 – Low-budget, high-impact Christmas marketing ideas 26:00 – Social media: consistency over perfection 30:00 – Influencer marketing myths and mistakes 33:00 – Cutting marketing costs? Think again. 35:30 – Yom Connect’s “Under the Hood” audit explained 36:45 – Favourite branding stories and lessons

About Our Guest Natalie Shaw is the co-founder of Yom Connect, a boutique performance marketing agency delivering big-agency expertise with personal service. Her past work spans iconic brands like Mazda, Harvey Norman, IPA, and the North Queensland Cowboys. Natalie specialises in strategy-led campaigns that connect emotionally, convert commercially, and build brands people believe in.

Links & Resources Mentioned Yom Connect: yomconnect.com The Coffee Commune: thecoffeecommune.com.au Voice-based AI services: enquire via Yom Connect

Produced by The Podcast Boss

#BeanThereDoneThat #HospitalityMarketing #ChristmasCampaigns #CoffeeBusiness #MarketingTips #TheCoffeeCommune

In this high-energy and insight-packed episode of Bean There, Done That, Phil Di Bella is joined by renowned guest experience expert Mark Shaw. With decades of leadership in Australia’s top theme parks, Mark unpacks what makes a truly unforgettable guest experience and how emotional engagement is the secret sauce to sustainable business growth.

From building five-star teams to redefining recognition and reward systems, Mark shares practical frameworks, powerful stories, and a clear message: great culture is built by conscious choices, not corporate posters.

• Why guest experience trumps customer service
• The business value of emotional engagement
• How to recruit for attitude, not just skill
• Recognition that actually motivates staff
• Phones on shift? Handling distractions with clarity
• The ACE model for building standout teams
• Language, culture, and the power of calling them “guests” not “customers”

Mark Shaw is one of Australia’s leading experts in customer and guest experience, having led major brands like Westfield, Merlin Entertainments, Bounce Inc., and Adventure World. Under his leadership, Adventure World achieved the highest-rated theme park experience in Australia and doubled both its revenue and attendance.

Mark is the creator of the ACE Framework (Amazing Customer Experiences) – a people-first approach to building world-class service cultures. Today, he consults across industries to help businesses grow through emotional engagement and guest-centric thinking.

• Guest vs. Customer: Calling them “guests” changes your team’s mindset from transaction to hospitality
• Emotional engagement is measurable – It drives repeat business, loyalty, and referrals.
• Hire for attitude – Skills can be taught; intrinsic motivation can’t.
• Recognition matters more than reward – A simple “thank you” or peer-driven praise is often more effective than cash bonuses.
• Phone policy? Be clear, consistent, and empathetic—include it in contracts and inductions.
• Culture isn’t on the wall; it’s in the language, leadership, and everyday actions.

• The Coffee Commune – The home of the Bean There, Done That podcast
• Mark Shaw – Guest Experience Specialist
  • LinkedIn Profile
  • Shaw Thing CX – Mark’s consultancy specialising in customer experience strategy

• 00:55 – Why guest experience matters more than ever
• 02:00 – Mark’s success at Adventure World: Doubling revenue and attendance
• 03:05 – The difference between 4-star and 5-star customer ratings
• 05:30 – Bruce Springsteen’s pep talk and emotional connections
• 07:00 – How guest expectations have evolved in the last 15 years
• 10:00 – Recruitment insights: The power of hiring one in seven
• 13:00 – Recognition over reward: The real impact
• 16:00 – How great team culture leads to higher reviews and loyalty
• 18:25 – “Love My Cafe” Awards and the community over coffee
• 20:30 – The simple power of eye contact and a smile
• 24:00 – Should staff have phones on shift? The balanced view
• 29:30 – Culture is a byproduct, not a slogan on the wall
• 32:45 – The six-pillar ACE framework for guest experience
• 36:00 – Recognition systems that scale from theme parks to cafes
• 39:00 – Leadership lessons: Why team language matters
• 42:00 – Guest vs. customer: Changing how we think changes how we serve

This episode is a masterclass in modern guest experience and team culture. Whether you’re running a café, retail business, or global brand, these lessons will change how you think about service. Tune in now on Spotify, Apple Podcasts, or your favourite platform.

✅ Produced by The Podcast Boss

In this episode of Bean There Done That, host Phil Di Bella sits down with Larry Prosser, Executive Director of Beyond Payments, to unpack the Reserve Bank of Australia’s proposed ban on card surcharges. They break down what this policy really means for consumers, merchants, and banks—and why the supposed “savings” for customers might actually backfire.

Larry explains how surcharges evolved, why compliance matters, and the hidden costs bundled into merchant fees. Phil pushes the conversation into real-world territory: shrinking café margins, the politics behind RBA decisions, and the practical steps small businesses must take now.

It’s an eye-opening look into the payments industry, packed with insights every business owner and everyday consumer needs to hear.

• The history of surcharging and RBA policy shifts

• Why banning surcharges may increase prices instead of lowering them

• The impact of shrinking café and hospitality profit margins

• How banks and POS providers bundle hidden fees into merchant services

• The ethical approach Beyond Payments takes with transparency and compliance

• The bigger picture: industry bodies, political motives, and small business survival

Larry Prosser is the Executive Director of Beyond Payments, Australia’s first fully compliant “fee-less” EFTPOS provider. Since 2013, Beyond Payments has helped thousands of merchants recover 100% of their merchant service fees through transparent and compliant surcharge mechanisms. Larry is a passionate advocate for small business, pushing for fairness, compliance, and practical solutions in the payments space.

More at: beyondpayments.com.au

• The RBA’s proposed ban on surcharges may sound good for consumers but will likely push prices up across cafés and restaurants.

• Merchant fees are not “free”—bundled POS solutions often hide costs in other ways.

• Debit card fees remain one of the most unfair charges facing consumers today.

• Transparency, compliance, and constant vigilance are essential for small businesses when choosing merchant service providers.

• Small business survival depends on understanding merchant fees and demanding fairness from banks and fintechs.

• Beyond Payments – beyondpayments.com.au

• The Coffee Commune – coffeecommune.com.au

• Time-Stamped Highlights:

  • 00:31 – Introduction to guest Larry Prosser and Beyond Payments

  • 02:19 – The rise of surcharges since 2013 and consumer adoption

  • 06:15 – How shrinking profit margins make merchant fees critical

  • 09:20 – The RBA’s proposed surcharge ban explained in plain terms

  • 12:10 – Why the ban will likely push prices higher, not lower

  • 14:28 – Interchange fees, card schemes, and hidden costs

  • 20:05 – The double-dipping problem with debit card fees

  • 26:00 – What business owners should do right now to protect themselves

  • 31:00 – Horror stories: POS providers forcing payment gateways

  • 33:45 – What the ideal system for merchants, banks, and consumers should look like

  • 36:40 – The risk of more café closures and the pressure on small business

Tune in now to understand the truth behind card surcharges, the RBA’s proposed changes, and what it all means for your local café or business. Bean There Done That is available on all major podcast platforms.

Produced by The Podcast Boss

#Coffee #Hospitality #SmallBusiness #Payments #Australia #Fintech #Podcast

In this episode of Bean There, Done That, host Phil Di Bella sits down with Vince Konig

and Jodie Castle from Link Business Brokers to unpack the realities of selling a hospitality business. From legal pitfalls to boosting your business’s value, they share candid insights, real-life stories, and a step-by-step approach to becoming exit ready. Listeners will learn why selling a business is not just about finding a buyer, but about preparation, timing, and strategy — often months or years in advance. Whether you’re a first-time café owner or a seasoned hospitality entrepreneur, this episode is packed with practical advice to help you get top dollar when you decide to sell.

• What “exit ready” really means in the hospitality industry
• Common blind spots that reduce business value
• Legal, financial, and operational must-haves before selling
• The power of documented systems and processes
• Creative deal structures beyond a simple sale
• How emotions can derail negotiations — and how to manage them
• Current trends in café and restaurant valuations
• Why proactive planning beats reactive selling every time

Vince Konig – Co-director at Link Business Brokers Brisbane, specialising in hospitality sales with firsthand experience as a bar and restaurant owner. Jodie Castle– Business broker at Link with over 20 years in food service, manufacturing, and events. Passionate about empowering clients with the right strategy and preparation to achieve successful exits.

• Start early – The best time to prepare for a sale is well before you want to sell
• Get your legals right – Secure a strong lease, register your IP, and choose the right business structure
• Know your numbers – Accurate financials are non-negotiable
• Systemise – A business that runs without you is worth more
• Be open to creative deals – Earnouts and vendor finance can unlock higher valuations
• Compliance counts – Contracts, insurance, and staff superannuation must be in order
• Proactivity wins – Engage a broker before you think you’re ready

• Link Business Brokers – www.linkbusiness.com.au
• Link Business Brokers LinkedIn – https://www.linkedin.com/company/link-business-brokers-au/
• Coffee Commune – www.coffeecommune.com.au

• 00:00 – Introduction to Bean There, Done That and the Coffee Commune
• 00:36 – Meet Vince & Jodie from Link Business Brokers
• 02:10 – Why being “exit ready” starts from day one
• 04:48 – Legal must-haves: leases, licensing, and business structures
• 07:40 – Financial readiness: why up-to-date and accurate numbers matter
• 09:10 – How early appraisals can boost your sale price
• 12:50 – Blind spots: over-reliance on the owner & missing systems
• 14:40 – Key levers to maximise your business valuation
• 16:30 – Deal structures: earnouts, vendor finance, and partnerships
• 19:20 – The importance of staff contracts and compliance
• 22:12 – Managing the emotions of selling and buying
• 28:40 – Current café market trends and profitability realities
• 36:00 – Vince & Jodie’s top advice for business owners considering a sale
• 38:30 – Closing thoughts: activity in the market & why now is a good time to prepare

Produced by The Podcast Boss #HospitalityBusiness #CoffeeIndustry #BusinessBroker #CafeOwner #ExitReady #SmallBusinessSale #HospitalityTips

In this episode of Bean There Done That, host Phil Di Bella sits down with Barry Wilkinson of SW Brokerage for an eye-opening discussion about finance, business strategy, and the evolving landscape of hospitality. Together, they dig into the current financial climate, the practicalities of buying and selling hospitality businesses, and the real challenges faced by café owners today. Barry shares war stories from decades in the industry, demystifies common misconceptions, and gives actionable advice to help listeners navigate uncertain times.

• The realities of finance in hospitality today

• How business valuations are changing post-pandemic

• The process (and pitfalls) of selling and buying hospitality businesses

• The importance of understanding your financials – and what most owners get wrong

• Real-life stories from the brokerage trenches

• Advice for both new and established hospitality entrepreneurs

Barry Wilkinson is the founder and principal of SW Brokerage, a firm specialising in the sale and acquisition of hospitality businesses across Australia. With decades of hands-on experience, Barry has helped hundreds of café and restaurant owners navigate the complex process of buying and selling, offering unmatched industry insight and a reputation for straight-talking, practical advice. His passion for hospitality and deep financial knowledge make him a trusted voice for anyone looking to succeed in the café world.

• Know Your Numbers: Many business owners don’t truly understand their financial position. Accurate, up-to-date records are essential for both survival and sale.

• Valuation Has Changed: What made a business valuable pre-pandemic isn’t always true now. Buyer expectations, risk tolerance, and market realities have shifted.

• Be Ready to Sell: Whether or not you plan to sell, running your business ‘sale-ready’ (with clear processes and financials) is the safest bet.

• It’s Never “Just About the Coffee”: Success in hospitality is about much more than great products—it’s about leadership, adaptability, and resilience.

• Expert Guidance Matters: The right broker can save time, money, and heartache. DIY approaches often miss hidden pitfalls.

• 00:00 – Introduction to the episode and Barry Wilkinson’s background

• 03:15 – Why finance is the “hot topic” in hospitality right now

• 07:30 – What most café owners get wrong about business valuations

• 11:50 – Common mistakes made when selling (and buying) a business

• 15:20 – Barry’s most surprising “war story” from the field

• 19:05 – The shift in buyer behaviour and what it means for sellers

• 23:40 – Key advice for new hospitality entrepreneurs

• 28:10 – How SW Brokerage works and what makes a good broker

• 31:45 – Final thoughts: why adaptability is the biggest asset in 2025

• Coffee Commune

• SW Brokerage

• DOSH

Like what you heard? Don’t miss this deep dive into the financial realities of hospitality—listen to the full episode now on your favourite podcast platform (Spotify, Apple Podcasts, Google Podcasts, and more).

Produced by The Podcast Boss

coffee, hospitality, business, finance, SW Brokerage, Phil Di Bella, Barry Wilkinson, podcast, café owners, business sale, business advice, Coffee Commune, Australia, #BeanThereDoneThat #CoffeePodcast #HospitalityBusiness #BusinessAdvice #SWBrokerage

In this essential episode of Bean There, Done That, host Phillip Di Bella sits down with Karla Vosloo, Account Manager at Stellar Insurance Brokers, to demystify the world of insurance for small business owners—especially those in hospitality. Karla shares invaluable insights on how insurance has changed since COVID, the hidden pitfalls of underinsurance, and why every café or restaurant owner needs to rethink their risk exposure in a world of rising premiums and unpredictable weather events. It's a must-listen for any operator who thinks insurance is just paperwork—until disaster strikes.

• How COVID transformed consumer and business behaviour around insurance
• Why insurance premiums are skyrocketing—and what you can do about it
• Cyclone Alfred and real-world lessons on flood cover and business interruption
• The risks of underinsurance, non-disclosure, and not reading the fine print
• The importance of tailored insurance solutions for cafés and small businesses
• Cybersecurity and why every business, no matter the size, needs protection
• Employment liability in hospitality: growing risks and legal reforms

• 00:00 – Intro to the show and the value of learning from those who've "bean there"
• 00:50 – Karla Vosloo from Stellar Insurance joins the show
• 02:20 – Insurance pre-COVID vs. post-COVID: a major industry shift
• 04:00 – Insurance premium increases vs. utility cost increases
• 05:10 – The Cyclone Alfred example: Why disasters impact everyone’s premiums
• 07:00 – What 'insurance pooling' really means for you
• 08:00 – The rise of self-insurance and its serious risks
• 09:00 – Business interruption: a surprisingly affordable yet critical policy
• 12:22 – The danger of non-disclosure and underreporting claims
• 14:50 – The types of cover every café should consider
• 17:30 – Management liability and employment disputes post-COVID
• 20:12 – When to review your insurance policy (hint: more than once a year)
• 26:12 – Common reasons claims are rejected—and how to avoid them
• 28:30 – Tips for ensuring a smooth claims process
• 29:30 – How tech and AI are shaping insurance risk assessment
• 30:20 – Cyber insurance: rising threats and how to protect yourself
• 33:30 – Final thoughts: proactive over reactive insurance thinking

ABOUT OUR GUEST

Karla Vosloo is an experienced insurance broker and trusted account manager at Stellar Insurance Brokers. With a passion for small business and a talent for simplifying complex insurance concepts, Karla helps clients navigate risk, tailor policies to their real needs, and avoid common industry pitfalls. Her background in both Australia and New Zealand gives her a broad and practical perspective—especially relevant in today’s climate-impacted economy.

Connect with Karla: 🔗 LinkedIn 🏢 stellarinsurance.com.au

• Insurance has changed—you must reassess your policies annually.
• Business interruption insurance is often overlooked but can be a lifesaver.
• Full disclosure is essential—even minor claims or activities can impact future coverage.
• Cyber attacks are rising, and insurance can now help offset these increasingly common threats.
• Public liability, fit-out, contents, and management liability are non-negotiable for cafés and hospitality businesses.
• Documentation is everything—keep inventories, receipts, and visual proof to avoid claim delays.
• Brokers provide peace of mind, extended credit terms, and better policy clarity vs. online insurers.

• Stellar Insurance Brokers
• The Coffee Commune
• Tim Die (HR Cartel) – previous episode on industrial relations
• Australian Fair Work Act Updates – March 2025
• Recommended: CCTV, cloud backups, and cyber audits for small businesses

Produced by The Podcast Boss