Get To Know Gary Roser From Harvey Norman

Having refined his retail and customer service skillset over the course of his already extensive career, Gary’s philosophy is simple: understand your customers, empower your team, and never settle for “good enough.”

“We're very customer-centric, and customers need and want that. There's no reason why our customers should have anything less than the best that could be offered,” says Roser.

With a background spanning fast food, telecommunications, and the travel industry, Gary’s path to Harvey Norman wasn’t quite linear. From facilitating the opening of multiple McDonald’s stores to launching a Telstra branch, Gary brings with him a proactive, people-first approach to his role as a proprietor at Harvey Norman, Ayr.

“Our sales and service experience is different to our competitors,” says Roser. "You go into (other stores), you pick your thing, and you go to the checkout and you buy your thing… whereas in Harvey Norman, you're talked to three or four times throughout the process, and the thing that you're looking for is explained properly.”

Spending most of his lifetime in Airlie Beach, Gary has long called North Queensland home. He and his team use this local familiarity to their advantage.

“We are very lucky that we know the area quite well,” says Roser. “We know what the town likes, we know what the people like, so it’s easier for us to help our customers, because we understand that our customers here are different to some in the bigger cities.”

A firm believer in the ‘work hard, play hard ’notion, when Gary’s not overseeing the floor or serving customers, you’ll likely find him glued to a football match, out with mates, or enjoying quality time with his eight-year-old daughter.

“An amazing part of my role is to help my team develop throughout their journey, both in their Harvey Norman career and personal goals, says Gary.

“After all, a full-time employee only spends 22% of their week at work. I encourage my team to do their best at work but then also go and have as much fun as possible with their family and friends. Go and enjoy the amazing lifestyle living in the Burdekin offers”

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