More than a decade of customer care, community connection and commitment to the Gelatissimo brand earns Gary Wilson and his team top honours.
Building a successful business takes more than a great product. It takes consistency, adaptability and a genuine commitment to the people and community around you. For Gary Wilson, owner of Gelatissimo Toowoomba, these principles have been at the heart of his business since opening the store in September 2012.
That long-standing commitment has now been recognised, with Gelatissimo Toowoomba taking home the Customer Excellence Award at the recent Gelatissimo Franchise Conference.
The award recognises outstanding customer service, with results determined by twelve months of Google reviews and recent Voice of the Customer feedback, reflecting thousands of customer interactions across the network.
Competition was particularly close, with a number of stores all finishing within one point of each other. Toowoomba ultimately claimed the award, finishing 0.57 points ahead of the next store.
Building a business around community
Gary’s journey into gelato followed a career spanning more than 45 years in Australian aviation, including air traffic management, training and safety leadership. The discipline, attention to detail and operational expertise developed throughout that career have translated into the consistent standards and customer experience at Gelatissimo Toowoomba.
Gary’s commitment to Toowoomba extends well beyond the store. A long-standing member of the local community, he has supported a range of organisations, events and initiatives, including the Rangeville Hockey Club, Empire Theatre productions, cancer fundraising activities, Christmas Wonderland and local schools.
His contribution has also extended into local business leadership, serving as a board member of the Toowoomba Chamber of Commerce in 2023–24 and as President of City Heart Toowoomba Group Inc. from 2014 to 2018.
From creating special gelato flavours and promotions for the Toowoomba Carnival of Flowers to supporting community events and local partnerships, Gary has built strong connections across the region. It’s this genuine local involvement, combined with a consistent focus on customer experience, that has helped make Gelatissimo Toowoomba such a valued part of the community.
Adapting to keep customers coming back
Over more than a decade in business, Gary has also demonstrated the importance of adapting to changing customer needs and market conditions.
From responding to shifts in CBD foot traffic to tailoring the menu and promotions to Toowoomba’s seasonal climate, the business has continued to evolve while maintaining its focus on customer satisfaction.
Investments in store refurbishments and the implementation of Gelatissimo’s brand transformation have further enhanced the customer experience, creating a welcoming environment that reflects the quality of the brand.
This combination of consistent service, thoughtful local marketing and a willingness to evolve has helped Gelatissimo Toowoomba maintain its presence in the community over the long term.
A well-deserved recognition
The Customer Excellence Award celebrates the everyday interactions that shape how customers feel about a brand, from the quality of the product to the service they receive and the connection they feel with their local store.
For Gary and his team, the recognition is a testament to the work that goes into creating those experiences year after year.
Congratulations to Gary, Bela and the entire Gelatissimo Toowoomba team on this outstanding achievement. Their journey demonstrates the value of combining excellent customer service with genuine community connection and a long-term commitment to the Gelatissimo brand.
