The Book


The 12 steps to an awesome and profitable service culture”. Having worked in and with leading venues in the hospitality industry for over 30 years, Justin McGurgan has seen the very best and very worst of customer service and can attest to the value of ‘making a real connection’ with your customers.

We have an incredible opportunity because we work in an industry that touches people every day in a very personal way – the opportunities for human connection are extraordinary.

Raising The BARista – The 12 Steps to an Awesome and Profitable Service Culture provides a step by step process to arm all your people with the inspiration, knowledge and practical tools that they need to create stronger connections with the people they interact with every day.

The Author


Managing Director of Groundswell Leaders, Justin has run his own businesses for over 20 years. Justin loves working with motivated business owners or managers who are good at what they do but have a poor performing business because their strategic or operational actions are not optimised.

He loves to help business owners to increase their profitability and sustainability of the business. Justin’s formal qualifications include a Bachelor of Business Degree in Tourism, he is an author, presenter, coach and management consultant.

Keynote Speaking

Justin is a keynote speaker with great enthusiasm for business leadership and workplace culture. His favourite topics include:

Going from Good to Great

Engaging to Influence