034: Making your Customers and Suppliers part of your Story with Mathew Hatcher

In this episode of The Remarkable Project Jay speaks with entrepreneur, community leader, and the acting Mayor of Eurobodalla on the NSW South Coast, Mat Hatcher, about why passion sets business up for success, how to immerse customers in your storytelling, and the power of language when delivering experiences.

Mat Hatcher was born in the US state of Alabama, but left when he was 19 and discovered Australia. Today, he definitely qualifies as an honorary Aussie thanks to his status as the youngest ever Mayor of Eurobodalla Shire on the south coast of New South Wales, a region which is home to visitor favourite Batemans Bay.

Prior to his appointment at the end of 2021, Mat was well known in and around the area for being an active presence in community affairs and support, jointly receiving Eurobodalla’s 2020 Local Hero Award for his bushfire recovery work.

Since 2003 he has been involved in managing bars and restaurants in the UK, USA and down under, racking up travel to over 75 countries in the process.  One of these trips, to East Timor, fuelled the creation of Moruya-based boutique coffee brand Guerrilla Roasters in 2018, with business partner Lewis McKenzie.  A strong ethical focus and hunger to go against the flow has defined the operation to date.

Remarkable Takeaways

Why understanding local culture is vital to competitive advantage in experience-first businesses such as hospitality.

How building your business around a passion-point sets up a story that customers and partners can really connect with.

The power of creating ambassadors rather than consumers, and the communal outlook you need to unlock it.

Remarkable Quotes

“If you think about what your customer goes through from the moment they arrive to the moment they pull away. And you really try to tick all those boxes. In the end you no longer have customers, you have family and you have ambassadors.”

“Some of our customers want to hear this amazing story about this amazing farm in Columbia. That we do so much with the family. Some people just want a bloody flat white.”

“Australians overall don’t like franchises in my opinion. They like that story and they want to connect with the local business, or with any business. They want to know that story and feel like they’re part of it.”

Connect with Mat

Follow him on Instagram, Facebook and Twitter

Learn more about his story and skillset via Linkedin