Nick Palumbo is the Founder of Gelato Messina, one of the most-loved gelato brands in Australia (if not, the world!). Known for their creative specials, Gelato Messina is obsessive about the quality of their product, to the point where they even bought a dairy farm! In this episode, Nick shares how Gelato Messina’s attention to detail results in delivering an exceptional experience to customers, even when they’re stuck waiting in a queue.   Resources mentioned: Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 32:49): Quality and craftsmanship really matter. Control all the inputs to your experience. Specials can be used to add excitement to a product range. Think about the physical experience people have with your service. Look for moments of frustration and how you can turn them into positive experiences.