Keys To The Shop : Equipping Coffee Shop Leaders

On this show we have talked about how leaders are typically seen by staff with some degree of skepticism and/or suspicion due to leaders having authority and how, over time, that gap is closed through building trust and empathy. If that does not happen then that usually leads to bitterness. What we haven't hit on yet is how bitterness can be generated from owners to the staff due staff not understanding what owners or leaders are responsible for. On today's shift break we are going to chat about how the desire for understanding can breed bitterness and what we should expect and do to keep things professional and build more trust in our business relationships. Episodes to listen to next: 248 : The 5 Elements of Resourcing your Team 244 : Top 10 Ways to Lose Employees 179 : What you MUST Know About Employee Culture w/ Stan Slap 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

Roasting practices have come a long way in the past few decades. Today enjoy an incredible wealth of information, resources, and sharing of technique to help us be better roasters. With all these tools a techniques available to us it can be hard to sort out the most helpful and practical bits to apply to our coffee roasting operations. This is precisely the problem today's iconic guest, Scott Rao, set out to solve with his latest book, "Coffee Roasting: Best Practices" Scott Rao has been in the coffee business for over 25 years as a cafe owner, roaster, consultant, and author. The Coffee Roaster's Companion and Coffee Roasting: Best Practices have influenced a generation of roasters and shaped the global roasting vocabulary and conversation. Scott's popular Instagram account @whereisscottrao offers expert-level tips and discussion about coffee brewing and roasting. I have known Scott for a long time and he has truly been a catalyst and force for deeper exploration of coffee brewing and roasting inspiring a lot of conversation and adoption of techniques that push the industry forward to higher levels of consistency and quality. In this conversation we are not only going to be diving deep into technical aspects of his new book, "Coffee Roasting: Best Practices" but we will also be talking about the philosophies and mindsets toward roasting that we have had in the past and need to have in the future if we are to grow and faithfully represent a coffee's potential to our customers. We will cover: Major shifts in roasting over the years What roast curves can and cannot tell you Most common mistakes roasters make How software revolutionized roasting Defining "Best Practices" 2 most important factors in approaching a new coffee Factoring in moisture levels Setting reasonable parameters How our roasting impacts the producer Sample roasting Development Time Ratio (DTR) How to cup others coffees to assess Scotts thoughts on what closely held beliefs will change in the future Links: www.scottrao.com Instagram : @whereisscottrao Related episodes to listen to next: RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind" 242 : A Conversation with James Hoffmann 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

We have an incredible range of options available to us when it comes to the green coffees we purchase. Right now our habit as an industry is to spot purchase small amounts of coffee from a wide variety of producers in hopes of getting the pest of the best. The trouble with this is that, while we might believe our method is helping promote great coffee, it is actually undermining the success of the producer and the process. On this 6th edition of RoR we will be exploring how buying from fewer producers but with a commitment to buy more from the ones we partner with, does more for them AND for the sustainability and thriving of specialty coffee. To do that we are talking with the author of the Roast Magazine article, "Buy Less, Do More", Ever Meister! Ever Meister has worked in the coffee industry for 20+ years in a wide range of capacities, but primarily she is a journalist, educator, and communicator whose work focuses on issues of access, equity, and ethics. She is the author of New York City Coffee: A Caffeinated History (The History Press, 2017) and the host of the coffee-marketing podcast In Good Taste on the Sprudge media network. In our conversation today we are going to explore the shifts in mindsets and actions needed to create lasting, long term, quality partnerships with producers that will truly do more good for all involved. We will cover: Why we buy so little from so many? Transactional vs relationship based buying Owning our behavior Commitment, Compromise, Communication Conflict resolution Risk distribution and mitigation Making incremental shifts Choosing partners through values Setting standards and expectations Utilizing a wider range of coffee form fewer producers Remaining competitive Links: Ever's email: [email protected] www.roastmagazine.com Subscribe to Roast Audio Articles! https://www.roastmagazine.com/audioarticles/ Related Episodes: RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters RoR #2: Exploring Quality Control w/ Spencer Turer of Coffee Enterprises RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee RoR #4: Practical Thermal Dynamics w/ Candice Madison of Royal Coffee / The Crown Oak RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind" Interested in coffee consulting? Let's talk! Email me: [email protected]

Hiring your friends or relatives can seem like a very convenient solution to the problem of staffing. After all, you know them well and trust them right? What more is there to consider? Well, as it turns out, a lot more. On today's shift break we are going to be discussing why hiring friends and family can breed toxicity and how you can build preventative measures to guard against it. Episodes to listen to next: 018: Hiring, Culture, and the Future of your Shop 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity 121 : Working from Your Strengths w/ Strengths Finder Guru, Lisa Cummings 066: Shaping and Developing your Team w/ Beth Garrison 221 : Building your People Program w/ HR Consultant Dana Goodwin Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

If there is one thing that is certain it is that, as you grow your roastery, you become pulled in a thousand different directions. The need to maintain the operation, drive sales, maintain relationships, improve quality, etc becomes overwhelming to the point where you are not sure if growing is a blessing or a curse. Luckily for use, as the industry of roasting continues to expand too too do the resources we have at our disposal to help us beat overwhelm and recapture time and energy. In this category RoastTools is leading the charge to help you streamline, optimize, prioritize and focus on the right things for your roastery to truly thrive, Today we are going to be talking with the founder of Roaster tools Jon Ewald. As the founder of the award-winning sales and operations software platform for coffee roasters, RoasterTools, Jon Ewalt spends his days strategizing, coding and talking with coffee roasters on how they can get more coffee out the door. Jon isn't just another developer who got the coffee bug; he spent eight years building a successful roastery with his wife in the tiny community of Bayfield, Wisconsin, where he developed systems that helped his small team roast, package and deliver thousands of pounds of coffee per week. They sold that business to focus on building (software) tools that help the roasting community achieve that same level of success. Jon is passionate about helping others avoid the mistakes he made, and freeing up founders to spend more time with the things that drive real change in their businesses: their team, their customers and the coffee itself. In today's conversation we will be covering: Entrepreneurship and Improving operations Developing systems and inventing RoasterTools Solution to burn out Scaling through automation and delegation Clarifying your identity and focus Current shifts in the industry How Roaster Tools helps roasters Managing Sales channels Curse of over optimization Episodes to listen to next: 217 : Should you roast your own Coffee w/ Joe Marrocco of List & Beisler 270 : A Conversation w/ Mark Michaelson of Michaelson Consulting! 152 : Essential Advice for Starting a Roastery w/ Jen Apodaca RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

I am very excited for this Founder Friday! When we talk about coffee shops we often talk about culture, authenticity, and relationships. I have the immense pleasure of presenting to you a conversation with someone whose business and way of operating in the world of coffee exemplifies those things. Today we are talking with the dynamic Jackie Nguyen, founder of Cafe Cà Phê, a ground breaking Vietnamese coffee shop based in Kansas City, MO. Jackie is a first generation, Vietnamese American, daughter of a refugee. Born and raised in sunny San Diego, California. After graduating California State University, Fullerton with a BFA in Musical Theatre, she moved to New York City to pursue a career on Broadway. Some of her favorite jobs were performing on stage with Reba McIntyre, Ashlee Simpson, many holiday seasons with How The Grinch Stole Christmas the Musical and most recently traveling the country with the Broadway Revival Tour of Miss Saigon. After ten years of being a New Yorker, ten International and National Broadway tours, she decided to take a career pivot, relocate to KCMO and pour her heart into Cafe Cà Phê. Spending 8 years of being a barista, a trip to Vietnam last year, and a yearning for entrepreneurship, the idea of a Vietnamese coffeeshop was born. I have had the honor of having Jackie as a client since the start of her business and am so excited for you to hear the story of Jackie and Cafe Cà Phê's mission, development, and impact on the KCMO community and beyond. In this conversation we cover: Her unique way of researching the concept Pivoting from the world acting to coffee Responding to changes in the plan due to COVID The difference of the Vietnamese cafe culture Overcoming huge operational challenges Making a place for the KC Asian community Learning to run a coffee trailer from scratch Networking and building relationships Finding locations to pop-up and a long term residency Authentic expression and vulnerability What is next for Cafe Cà Phê Links: Instagram https://www.cafecaphe.com Episodes to listen to next: 281 : The Vietnamese Coffee Revolution w/ Sahra Nguyen of Nguyen Coffee Supply 279 : Founder Friday! w/ Daniel Brown and Nephthaly Leonidas of Gilly Brew Bar 199 : Founder Friday w/ Mario Jimenez of Banana Dang Coffee, Oceanside, CA 086 : Founder Friday w/ JoEllen Depakakibo / Pinhole Coffee 097 : Founder Friday w/ Erica Escalante of The Arrow Coffeehouse Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com

Systems, efficiencies, and optimizations of your business are needed elements to make sure it is healthy and thriving. There is, however, a dark side of optimization. When taken too far and left unchecked it becomes obsessive and starts to drain the life from the very thing it was meant to serve. In today's shift break we will discuss over optimization and how to balance your pursuit of systems and efficiencies with the heart of what makes your coffee shop run. Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

People open coffee shops for many reasons. Some good and some-not so good. It really all depends on how you approach the "why" behind your business that determines your success. In a time where the barrier to enter the coffee house space is quite low we see a deluge of new cafes opening and quickly struggling then closing due to a lack of proper preparation born from a lack of proper mindset going into it. On today's episode we will be chatting about five of the most common reasons people open a coffee shop and why they might not be the best reasons for beginning this journey. 1. The Dream 2. My Own Business 3. The Money Maker 4. The Community Hangout Space 5. The Vanity Shop Episodes to listen to next: 223 : Building a Financially Resilient Business w/ Andrew Carroll 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 202 : Mastering your Finances and Accounting w/ Keila Hill-Trawick of Little Fish Accounting 202 : Mastering your Finances and Accounting w/ Keila Hill-Trawick of Little Fish Accounting 022 : Founder Friday w/ Colin Harmon of 3fe Coffee, Dublin Ireland & Author of the new book, "What I know About Running Coffee Shops" 242 : A Conversation with James Hoffmann Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

Every shop has that one barista that seems to attract more attention the the rest. The comment is made by customers often about this person that they are my "favorite" barista. The question is, is this a good thing or a bad thing? Well as with any situation involving people-it depends. Today we are going to be discussing how we should approach and react to the issue of the "favorite barista" in a way that creates an improved experience for staff and customers alike. Listen to these episodes next: Exceptions to the Rule : Toxic Traditions Good Baristas aren't born, they're Made Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

Running a coffee house is all about making sure you are able to serve the needs of your customers and to do so consistently. In order to do that you need to be able to not only listen to them but you need to know how to then respond to what they say. For a ton of coffee shops there is either not enough listening going on causing the cafe to miss out on service opportunities, or there is too much where the shop ends up doing everything they hear the customer say out of fear they might lose them. There is a better way. Today we will be discussing the art of listening to your customers and how to determine what to put into action so that it serves both their interest as well as the interest of your shop. We cover: Market awareness Co-creation Asking for feedback Listening to the right things Dangers of listening Service and surprise Episodes to listen to next: Scaling Values 227 : Connecting with Hearts and Minds Source vs Supplement Building an Accessible Coffee Menu w/ Joe Marrocco 165 : The Art of Deep Listening w/ Oscar Trimboli Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

We like to be in control. The shop is your baby and you have all the authority in the world to assert yourself into the operations and correct things you see that are off. Trouble is that this is not always helpful and often can create more problems and confusion. Today on shift break we will be discussing the need to exercise self control and create structured communication in order to effectively solve problems, address concerns, and support your staff. Listen to these episodes next! 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 261 : The Basics of Managing Managers Don't You Forget About Me Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

"Vietnam is the future of specialty coffee!" Today we are going to unpack this statement and discuss how the Vietnamese coffee movement is creating opportunity for a marginalized coffee variety and people with our very special guest, Sahra Nguyen! Sahra Nguyen is the founder & CEO of Nguyen Coffee Supply the first-ever specialty Vietnamese coffee company importing and roasting in Brooklyn, New York. On a mission to transform the coffee industry through diversity, inclusion, and transparency, Nguyen Coffee Supply has been featured in the Wall Street Journal, VICE, New York Magazine, New York Times, Forbes, Fortune, and honored with the 2019 StarChefs Rising Star Award. Early January 2020, Imbibe Magazine featured Sahra Nguyen as one of the #Imbibe75 -- people, places, and directions that will shape the way you drink in 2020. She is a Gold House Collective Founder for Spring 2020 cohort, a leading network to celebrate and elevate the Asian American community. In this conversation we get to hear the story of how Sahra founded, grew, and now leads Nguyen Coffee Supply on a mission to flip the script, change the narrative, and create a place in specialty coffee for Vietnamese coffee and coffee culture. We cover: The current marginalization Vietnamese coffee Why Vietnam and robusta are the future of coffee The people behind the coffee Learning to import and roast and start her own supply chain Creating opportunity to improve Feedback to farmers and long term relationships Vietnam coffee culture Holistic perspectives on coffee origins Making room in our community for diverse expressions and origins Related Episodes to listen to next: 256 : Founder Friday w/ Varat Vichit-Vadakan of Roots Coffee Roaster in Bangkok, Thailand 247 : Founder Friday! w/ Ritesh Doshi, CEO of Spring Valley Coffee, Nairobi, Kenya 236 : Founder Friday! w/ Meil Castagna-Herrera & Curtis Herrera of Cafe Corazon! 209 : Founder Friday! w/ Linda Thach of Little Skips, Brooklyn, NY 171 : Founder Friday w/ Matt Chitharanjan and Namrata Asthana of Blue Tokai Coffee Roasters in India 279 : Founder Friday! w/ Daniel Brown and Nephthaly Leonidas of Gilly Brew Bar Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

Time and color in the roasting process are inextricably linked. We are fairly used to using time as a tool but what about color? Turns out that the color of your coffee is actually one of the most important but under-utilized, and poorly tracked metrics for determining flavor in the final roasted coffee. On this 5th edition of the Rate of Rise series we are going to be talking with Morten Munchow, the co-author of the Roast Magazine article: Flavor Development-The Relationship Between Time and Color in Coffee RoastingMorten Munchow To help us dive into this Morten Munchow is the Founder of Coffee Mind a coffee roasting academy, research, and consultancy company based in Denmark. Morten is a scholar of biology who through over ten years of intense practical and scientific research and application gained a unique insights that have pushed the specialty coffee industry forward worldwide. He is a sought after speaker and presenter having published several papers in scientific journals. In our conversation today we will be discoing the relationship between time and color and how we as an industry need to start regarding color and its subsequent tracking as a primary tool in creating consistency, quality, and serving a product that delights our customers We will cover: Obsessing about minutia Reaching wrong conclusions Sensory impact of color Relationship between Tim and color Tracking color in your production Determining a starting color and your roasters range Developing intelligent intuition Investing in equipment Links: www.coffee-mind.com Instagram Example of color meter www.roastmagazine.com Subscribe to Roast Audio Articles! https://www.roastmagazine.com/audioarticles/ RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters RoR #2: Exploring Quality Control w/ Spencer Turer of Coffee Enterprises RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee RoR #4: Practical Thermal Dynamics w/ Candice Madison of Royal Coffee / The Crown Oak Interested in coffee consulting? Let's talk! Email me: [email protected]

When we seek to change things in our coffee shops we often underestimate the amount of time and investment it will take to actually turn things around. I have experienced this both in my consulting as well throughout my career in cafe management helping cafes scale and refine operations. On this shift break we will be discussing how to approach making big changes to your company in a sustainable and effective way. Episodes to listen to next: Communicate, Duplicate, Repeat : Key habits that make information stick 025 : Mastering the Art of Training w/ Dave Stachowiak : Coaching, Leadership, education , and how to communicate your coffee and barista knowledge so it sticks 191 : Retraining your Staff on new Standards Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

Questions and conversation. They are powerful tools to bring clarity and inspire action. Perhaps nobody knows this better than those of us whose job it is to ask questions of experts across our industry to bring understanding to a global audience. Today I am so please to be sitting down for a conversation with one such person. He is the host of The Coffee Podcast, Jesse Hartman! The Coffee Podcast has been a passion project for Jesse for 6 years now since its initial founding in 2015 with his best friend Wes. From a budding coffee nerd to an accomplish coffee professional managing and opening several shops, Jesse's growth in coffee inspired him to start the show to deliver the same coffee conversations that transformed him to the greater world to bringing clarity on a wide range of topics and inspiring action toward positive change. Today we get to hear about both Jesse's and the Coffee podcast's development over the years and the critical insights and lessons that have been gleaned from conversations with some of our industries foremost coffee experts. We cover: The romance of coffee vs the reality Bringing consumers into the fold The early years of TCP Learning through embarrassing mistakes How Jesse choses formats and topics for the show Sustainability, Conversation, and action Future of coffee Advice for retailers who want to effectively represent value chain Related Episodes to listen to next: 265 : Gaining Clarity on Transparency w/ Jonas Lorenz of The Pledge 072: Taking an Origin Trip w/ Kim Elena-Ionescu : How to go to origin in a mutual beneficial way 060 : Serving the Coffee Plant w/ Hanna Neuschwander, World Coffee Research 020 Joe Marrocco : Transparency, Origin Knowledge,and Your Shop : How to approach and apply coffee origin information to enhance, not detract, from the cafe experience 140 : A conversation w/ Erika Vonie, Director of Coffee at Trade Coffee 237 : Thoughts on Post -COVID Coffee Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com www.coffeefest.com

It's Founder Friday! Today we get the honor of hearing the story of Gilly Brew Bar in Stone Mountain, GA from Daniel Brown and Nephthaly Leonidas. Started by Daniel Brown who was quickly joined by Nephthaly Leonidas, Gilly Brew Bar was founded with the mission to help people re-imagine coffee culture. This mission serves their main purpose, which is to disrupt norms and build better communities. Gilly came to be as an effort to not only make waves in the coffee industry being black owned, but to change the narrative of what it means to be a coffee company serving in the community alongside an amazing gang of baristas. Gilly is unique also in that they serve coffee and tea elixirs to story-tell. With this experience comes a whole new way of thinking and operating. Humility, connection, and people focused service define what Gilly is all about. In today's conversation we are going to deep dive into the story of Gilly's founding, overcoming challenges of history and race, bucking the status quo and much more We cover: Setting the table for guests Not being just a coffee bar People focus Challenges in first year Overcoming racism and obstacles Customer feedback and leading with humility Becoming a light in the community The unique elixir beverages and their story Hopes for the future Related Episodes: 236 : Founder Friday! w/ Meil Castagna-Herrera & Curtis Herrera of Cafe Corazon! 222 : How to have Difficult Conversations about Race and Justice w/ Kwame Christian 177 : Founder Friday w/ Jonathan Pascual of Taproom Coffee and Beer in Atlanta, Georgia 116 : Understanding Gentrification w/ Dr. Stacey Sutton Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com

Ever get frustrated that your staff are not doing things the way you want? I'm guessing you have. In fact if you are like most leaders presented with an issue in the shop you have probably also said, "That "should" not be like that." or "They "should" know better." The question we need to ask though is-why should they? Today on this edition of shift break we will be discussing why using this word is often problematic and indicative of bigger issues with our communication and systems. Related episodes to listen to next! Communicate, Duplicate, Repeat Don't Waste Problems Being the Point of Clarity How to ruin a Game of Telephone Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

A lot of how successful a shop is depends on the people who work in it. In the specialty coffee retail industry we can tend to hire based desperation, convenience, or nepotism. What we end up with then is problems in the work and culture that manifest themselves either immediately or down the road. Instead we need to prioritize the hiring process as the main tool in creating a great cafe experience. In today's episode you and I sit down to talk about some best practices in the hiring process that will make getting the right fit for your cafe way more likely. Be sure to listen to the recommended episodes below that are related to this topic. We cover: Why "It's hard to find good people" is flawed Your values lens Applications and resumes Should you hire experienced or no-experience? Hiring for potential Interview tact and goals Related episodes: The Myth of the All-Star Team My #1 Interview Mistake The Right People? 232 : Rebuilding your Staff with Excellence w/ Dave Stachowiak My Favorite Interview Question 018: Hiring, Culture, and the Future of your Shop Visit our sponsors! www.prima-coffee.com/keys www.pacficfoodservice.com

Even though you might want to, you can't just chuck items in the garbage willy-nilly. I have been there, done that, and suffered the wrath. There is a better way to keep the menu fresh and get rid of items humanely and with deference to the customer and the staff. Today we will discuss this important part of curating a great menu. Interested in consulting or coaching? [email protected] Related episodes: 248 : The 5 Elements of Resourcing your Team 191 : Retraining your Staff on new Standards 080 : Changing things in the Cafe : A workflow for Refinement Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

How we respond to negative feedback will have a big impact on how our business grows. The trouble is that we tend to not take kindly to negative feedback and respond with either dismissiveness, avoidance, or defensiveness. We leave a lot of value on the table when we don't embrace critique and use it to our advantage. Today we are re-airing an episode from 2 years ago that takes you through my 5 step process for responding and reacting to negative feedback in a way that opens up lines of communication, builds good will, and actually strengthens your business in the process. Let's dig in! We cover: Why we get defensive The value of our staff and customers Deciding your response ahead of time Humility and self-reflection Refining the feedback Filling in missing info Responding with generosity Recommended episodes: Building a Feedback Culture Coffee Compass Article: The Wrath of the One Star Review Shift Break: Stop Lying Shift Break: Creating a Feedback Culture VISIT OUR SPONSORS! Pacific Barista Series Prima Coffee

In conversation with employees we are often too quick to accept the first answer or the first explanation of and issue. In order to help we need to have the right information. Unfortunately, often due to the power difference between boss and employee, the information only scratches the surface. Today we will be discussing how exercising positive doubt and being curious can help open people up as well as open more solutions to the issues being communicated. Related episodes to listen to after: Toxic Vulnerability 074 : The Life Changing Power of Good Authority w/ Jonathan Raymond 229 : 7 Tips for New Managers 104 : How to Deliver Difficult Feedback w/ Tom Henschel 052 : Solving Coworker Conflict w/ Tom Henschel 151 : How to Respond and React to Negative Feedback : 5 Step Process Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

Welcome to the last episode in the "Thinking Differently" series brought to you by Ground Control! We are ending on an amazing episode this week as we are going to be talking with the amazing, James Combs of Combs' Coffee in Corinth, Texas! James Combs founded Combs' Coffee in 2013 by visiting East Africa on a sourcing mission with a friend that he met while working in the finance industry. He fell in love with tea and coffee while visiting the birthplace of coffee and seeing how incredibly difficult it is to produce. Upon the arrival of the first shipment of coffee James began roasting coffee with arguable the worlds smallest solar powered coffee roasting operation at his house in Corinth, Texas. Fast forward 8 years and James is now operating the worlds largest solar powered coffee roasting operation with a 30 KW solar array and 3 commercial machines housed within a 100+ year old Coca Cola bottling facility. He currently imports tea & cacao as well as offers local wine and craft beer. James is also a Q-Grader, COE judge, and certified Wine Taster. In our conversation with James we are going to be covering a lot of ground as we explore his tenacious pursuit of building a highly sustainable and quality focused coffee business that also gives back to his local and global community. Fittingly, James has a boundless energy to offer all the current and future projects at Combs' Coffee. Whether we are talking about building a hydro battery, the virtues of mason jars for whole bean coffee, or creating platforms for other businesses to thrive and be sustainable, Combs' Coffee is anything but your typical coffee company, they are the epitome of thinking differently! We cover: Discovering coffee and tea Pusuing Q grader His radical commitment to sustainability Scaling sustainable values First impressions of the industry and early challenges Learning roasting and embracing challenges Creating structures and project to serve the community Building a legacy Running sustainable cafes Upcycling, recycling, eliminating waste Amazing future plans Facilitating opportunities for others Be sure to check out the bonus content only available on www.groundcontrol.coffee/ktts as we continue the conversation with James and talk about: How do we start out pursuing sustainability on our business? Doing more with less Embracing the hard way Being consistent with your business path Hopes for the future of coffee Links: https://www.combscoffee.com https://combscoffeeorigins.com http://cabstation.net Related Episodes: Special! "Thinking Differently" Series | Filipino Coffee w/ Ron Dizon of Teofilo Coffee! Special! "Thinking Differently" Series | 1% Better w/ Paul Magda of Pause Coffee House Want to brew things differently? Visit our Sponsor! www.groundcontrol.coffee/ktts

How do I make more money? Which areas of the business can I adjust to increase my profitability? These are the questions on the minds of most coffee entrepreneurs. Running a coffee bar means you make your money via low profit margins that compound when scaled. It is not as easy as simply introducing a new flavor, choosing the right rewards program, or offering tempting discounts and deals. In fact, a lot of the usual tactics are money drains not money makers and are definitely not sustainable. Many of the ways to make more money are hiding in plain sight. In today's episode we are going to talk about six proven methods for increasing your shop's revenue that are both achievable and sustainable. Not to mention they offer the benefit of strengthening your companies foundations and culture in the process. We will cover: Service + Speed Well curated specialty item programs Cost + Inventory Retail placement Getting out of your shop Investing in culture Related episodes to listen to next: 223 : Building a Financially Resilient Business w/ Andrew Carroll 211 : Straight Talk from the Retail Doctor, Bob Phibbs 184 : Making Great Business Decisions w/ Dave Stachowiak 173 : 5 Areas of Focus for Retailers 160 : The Smart Way to Approach Money w/ Jill Schlesinger The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoodservice.com

When we serve coffee, who are we serving? If you were to listen in on many conversations about coffee over the counter you would think we are just serving ourselves based on the narrow range of coffees we tend to favor as professionals. We serve both the customer and the farmers interest and how we do or do not cultivate enthusiasm for all the coffees we offer has huge implications for our industry's future not to mention the health and sustainability of your own business. On today's shift break we are going to chat about cultivating a new mindset that will help us show up at work ready to serve our customers both in our communities and on the farm. Related episodes: Building an Accessible Coffee Menu w/ Joe Marrocco How to talk to Customers about Coffee The Dark Roast Night of the Soul 270 : A Conversation w/ Mark Michaelson of Michaelson Consulting! Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com sb

Welcome to the next episodes in the "Thinking Differently" series brought to you by Ground Control! On today's episode we are going to be talking with the co-founder of Pause Coffee House in Sacramento California, Paul Magda! Paul and his business partner Edward are 1st generation immigrants who for the past 6 years have worked diligently to create Pause Coffee House and have learned and grown an enormous amount in the process. Their background is primary in construction and fabrication with a dash of medical experience but they entered the coffee space with a dedication to making Pause Coffee House the best experience for their staff and customers possible. Their story is one of managing incredible amounts of change with the mantra of being 1% better everyday. In today's conversation with Paul we will be discussing their start-up story, their personal and operational challenges taking on and changing an existing business, and how they have thrived through partnerships, teamwork, and a focus on the operations of the business. We cover: Opening the business and early mistakes Being creative in problem solving Change management Growing as leaders Testing vision for authenticity Leaning on other people for help Learning the coffee business while dealing with cover Being 1% better daily Developing the operations Be sure to check out the bonus content only available on www.groundcontrol.coffee/ktts as we continue the conversation with Ron and hear some pretty amazing advice for operators and owners who also want to make a difference with their business! Links: www.pausecoffee.house Instagram Related Episodes: Special! "Thinking Differently" Series | Filipino Coffee w/ Ron Dizon of Teofilo Coffee! Want to brew things differently? Visit our Sponsor! www.groundcontrol.coffee/ktts

Markets shift and trends change, impacting how we do business as retailers and also how consumers perceive and interact with what we offer. In the last few years there have been incredible amounts of change taking place that we would do well to both pay attention to and embrace as we strive to meet the consumer where they are as well as do our part to help shape the market. To help us wrap our heads around what is happening now in the landscape of cafe spaces and global trends is past guest and researcher Dr. Jennifer Ferreira! Dr Jennifer Ferreira is a Research Fellow in the Centre for Business in Society (CBiS) at Coventry University. She is an active member of both the Economic Development and Inclusive Economies cluster and the Sustainable Production and Consumption cluster within CBiS. A large part of her research interest is in the expansion and development of the coffee and coffee shop industries, in particular the role of coffee shops and coffee shop cultures in different locations and economies, the importance of sustainability, and the role of the circular economy. She has publish many studies as well as articles the you can find on her website www.cafespaces.wordpress.com. In our conversation today we are going to discuss the most relevant movements in the market that impact both consumers and brick and mortar retailers. We cover: Chain stores and growth trends Customer education in coffee Cafes reactions to COVID The spread t suburbia Home coffee brewing Sustainability and the story of coffee Digital interactions Markets to pay attention to Best next steps for coffee retailers Related Episodes: 090 : Researching the Cafe w/ Dr. Jennifer Ferreira 206 : The Emotional and Social Impact of the Cafe Space w/ Noa Berger 198 : The Evolution of the Coffee Shop w/ Prof. Jonathan Morris 140 : A conversation w/ Erika Vonie, Director of Coffee at Trade Coffee The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoodservice.com

Thermodynamics is what makes coffee roasting possible. Having an understanding and control of it is what makes great roasting possible. But what aspects of thermodynamics should we be familiar with and what methods of controlling it are best? In this month's installment of the Rate of Rise series to you by Roast magazine we will be addressing these questions and much more with none other than Candice Madison. Candice Madison has worked in specialty coffee for over a decade, as an accomplished barista, roaster, and trainer. She is a Q Arabica Instructor for the Coffee Quality Institute, an Authorized Specialty Coffee Association (SCA) Trainer, teaching on SCA certified campuses, as well as at the annual SCA Event, World of Coffee and Coffee Roasters Guild Retreat. A past World Coffee Events Head Judge, Candice is currently the Director of Roasting at The Crown: Royal Coffee Lab and Tasting Room. She oversees production roasting for the Tasting Room, as well as contributing to the Crown Jewel program, and hosting original and SCA roasting education. She is also a published writer on a range of topics concerning specialty coffee. Additionally, Candice was a member of several SCA committees, including the Equity Diversity and Inclusion Task Force, Candice is the Vice President of the Coffee Coalition for Racial Equity (CCRE). In our conversation today we are will diving deep into the practical knowledge, application, and methods for harnessing the power of thermodynamics in the roasting process. We will cover: Difference between heat and thermal energy Systems that impact roasting What probes actually measure How to control and track thermal energy Understanding your machine Main mistakes made in the roasting process What to measure to monitor thermal energy Between batch protocol and how much data is too much Learning and teaching roasting Does your roaster make your coffee taste particular ways? Cupping against data and managing reactions in the roaster Practical next steps to control thermal energy in your roaster Links: www.royalcoffee.com Royal IG Candice IG www.roastmagazine.com Subscribe to Roast Audio Articles! https://www.roastmagazine.com/audioarticles/ RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters RoR #2: Exploring Quality Control w/ Spencer Turer of Coffee Enterprises RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee Interested in coffee consulting? Let's talk! Email me: [email protected]

When we want to delegate authority, install a manager, or hire a barista we rely on a job description. We know the power a well formed and detailed job description has for setting up expectations and communicating clearly the what and why of the work, but what about owners? Today we will chat about how a job description is not just good for your staff, but vital for you as well. Related episodes: Tips on Job Descriptions Systems as Care Should You be Behind the Bar Right Now? 248 : The 5 Elements of Resourcing your Team 267 : The Power of Delegation Visit our Sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer The best espresso machines in the world! www.lamarzoccousa.com

Welcome to the first in a series of three episodes focused on "Thinking Differently" brought to you by Ground Control! On today's episode we are going to be talking with the owner of Teofilo Coffee Company, Ron Dizon. Teofilo started as a farmers market stand roasting and serving Filipino coffee. Having been born in the Phili[oiines and raised in the U.S. in a Filipino household, Ron turned the obsession of Filipino Coffee into a passion built to give back to the Philippines. Over the years as Teofilo has grown, Ron has learned a lot about operating what is now his brick and mortar shop as well as his pop-ups and roasting operation. In our discussion with Ron we get to hear about his journey in starting, growing, and running Teofilo and the extraordinary opportunities that have resulted from his relentless pursuit of doing hard things and thinking differently about coffee and business. We cover: Understanding Filipino coffee Approaching business differently Big ideas and small beginnings Sourcing and opening up opportunities for Fillipino coffee Evolution of quality control in roasting and brewing Working with and supporting the community Striving to be better and trying to fail Inspiration from community Be sure to check out the bonus content only available on www.groundcontrol.coffee/ktts as we continue the conversation with Ron and hear some pretty amazing advice for operators and owners who also want to make a difference with their business! Links: https://www.teofilocoffeecompany.com YouTube Instagram Want to brew things differently? Visit our Sponsor! www.groundcontrol.coffee/ktts

U.S. Coffee in Good Spirits champion Matt Foster is here to guide you to specialty drink success! We all want to have a menu that includes unique signature beverages that we love making and customers love drinking. Trouble is, making creative specialty drinks that in your shop that are delicious, practical, AND profitable is not an easy task. It requires intentionality, knowledge of ingredients, and discipline to consider all the areas of the business you menu will impact. As we set our sights on future seasonal and signature drink menu plans I thought it would be great to have the specialty beverage champion himself, Matt Foster of The Annex - Coffee and Foods in St. Louis ! Matt is a long time specialty coffee pro whose fascination with beverages and coffee started at an early age even before becoming a bartender and barista. On top of being a barista he was also the wholesale trainer for Kaldis Coffee in St. Louis and is now the FOH - and Beverage Manager for The Annex - Coffee and Foods. In 2019 Matt won the U.S. Coffee in Good Spirits Championship, a competition combining his two favorite things - coffee and cocktails. Obviously Matt has a deep knowledge of both these areas and knows what it takes to be successful when creating a menu. In this episode we dive into a ton of practical information, best practices, and advice that will not only help you create and execute a successful menu, but help you strengthen your team and community in the process. We cover: Early career and inspiration Competition shaping creativity Finding yourself and authentic expression through creativity Meeting people where they are while expressing yourself Difference between barista work and bartending work Depth vs breadth of knowledge Bridging the gap between industries The most common hurdles to making great creative drinks First steps and considerations to implement a great menu Workflow considerations and keeping it practical How to propose new drinks to your boss What Matt's perspective on what we need to be focusing on right now in the industry to be inclusive and find common ground. Links: Matt's Instagram The Annex - Coffee and Tea Related Episodes: 117 : Coffee and Cocktails w/ Amanda Whitt 002: Master Your Workflow w/ Ryan Soeder 163 : Lessons from Crush the Rush w/ Josh Little Field 031 : Essential Advice for New Baristas : Tips to help you successfully navigate and thrive in your new coffee career The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoodservice.com

I am thrilled to get to feature Anne Lunnel and Charles Nystrand of Koppi: Fine Coffee Roasters on this month's Founder Friday! Founded in 2007, Koppi not only established itself as of Sweden's preeminent third wave coffee companies but also as one of the world's best roasters. Both Anne and Charles have one the Swedish Barista Championship and additionally Anne has won the Swedish Brewers Cup finishing 6th in the world. Their business was established as a roaster retailer in their home town of Helsingborg where they focused on sourcing and serving amazing coffees through a dense of relationship and sustainability. After 1 years they made a dramatic with to only roasting that both simplified their life and their business resulting in an even more healthy company. In today's conversation with these world class roasters we will be exploring their story from founding through present day and the lessons, experiences, and values that have guided them along the way. We cover: Early days of barista work and competition The learning curve to starting a retail/roaster Principles of quality and doing coffee differently in Sweden Sourcing values of relationship and accessibility The move to close the retail shop Lessons in personal and professional balance Advice and hopes for the coffee industry today Links: www.koppi.se Instagram Related Episodes: 252 : Founder Friday w/ Klaus Thompson of the Coffee Collective, Denmark Founder Friday! w/ Adam Obrátil of Industra Coffee, Brno, Czech Republic 171 : Founder Friday w/ Matt Chitharanjan and Namrata Asthana of Blue Tokai Coffee Roasters in India The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoodservice.com

We need systems in the coffee shop. As we pursue them it can be easy to complicate the process and end up with something that was meant to be helpful but ends up being intimidating or not useful at all. Today we are going to talk about the virtues of keeping your systems simple and how doing so will actually create more momentum for positive change. Related episodes: 057 : SOP's FTW! Success through Standard Operating Procedures Systems as Care Interested in over the phone consultation? Reach out! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

How we talk about coffee, relay information about coffee, and represent coffee to our customers and consumers in general, not only determines their attitude toward coffee but will literally shape the coffee industry. Often we get bogged down with details, side tracked with minutia, and overwhelm people in our bid to show them how precious coffee is to us. What is needed is a distilled and approachable treatment of the industry the opens up opportunities to more learning. That is what today's guest has accomplished through his new book Coffee for Dummies. I am thrilled to welcome back to the show, Major Cohen! Major Cohen is a coffee lover who has enjoyed a dream realized. After being a teacher of photography and film at the high school level for 20 years, his second career brought his passion for teaching and passion for coffee into alignment and he worked as a coffee educator for more than 25 years for Starbucks. His work for Starbucks began in 1995 when, as a Barista, he leveraged his passion and curiosity for coffee and business and after 8 years in operations in 5 roles was invited to move to the Seattle headquarters and join the coffee team. In the next 17 years he had the opportunity to be part of some of Starbucks most innovative efforts, and during his final 7 years traveled extensively in Asia as a coffee educator and brand ambassador. Although recently retired from Starbucks, Major is continuing his involvement with education in his role as an Authorized Specialty Coffee Association trainer, AST, and has written his first book, Coffee for Dummies. In today's conversation with Major we get to hear the story of how this book came to be, what went into deciding its content and we dive deep into discussion about communicating with consumers about the drink we all love! We cover: Connecting past and present day industry Creating impactful and simple content Distilling the topics The danger of making coffee too precious What makes information valuable Opening doors to further learning How we can effectively communicate with customers Links: Buy the book here! Wiley Link to Starbucks video: https://coffeeexperiences.starbucks.com Related Episodes: 127 : Passion and Curiosity: A conversation w/ Starbucks Global Sr. Project Manager, Major Cohen 242 : A Conversation with James Hoffmann 198 : The Evolution of the Coffee Shop w/ Prof. Jonathan Morris 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoodservice.com

Going from a single store store to multiple locations brings with it the question of how to replicate the culture and values across the shops. Making continuity between your various retail expressions a reality will take some purposeful planning and actions. Today on shift break we are going to talk about a couple key actions you can take to scale your companies values as you grow. Related episodes: Are you Excited? Bridging the Values-Actions Gap Example > Words Before you Expand Interested in over the phone consultation? Reach out! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

One of the most neglected areas of the bar happens to also be the most important. The register. Not because it is where we handle money (although that is important) but because it is where we make first impressions and guide the experience of both the customer and our coworkers. The register controls everything but we treat this station as though it is simply a place to avoid when on shift or a place to hastily put new underprepared baristas. If we hope to win people over to specialty coffee and deliver a great experience then we need to start focusing at least equal amounts of energy on how we prepare ourselves and others to working this station with the respect it deserves. Today we are going to be discussing behaviors and habits that are core to creating an excellent service and work experience beginning at the cash register. We cover: The status quo for register work How the register steals the experience Skewing positive Urgency Being detailed Communication Warmth and Empathy Related Episodes: 122 : How to be a Cash Register Hero : 6 Essential Skills Episode 45: Simple. Powerful. Hospitality. w/ Philip Paul Turner Shifting the Shadow Shift 167 : Handing off the Shift : 4 Tips to Avoid Chaos The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

Hiring a great team is the aim of every cafe. Often when we look for the right person we end up looking for the perfect individual vs the perfect fit for the team and culture of our shop. We want an all-star team but what we get can often just be a big collection of egos that don't work well together. Today we will be talking about the myth of the all star team and how we can approach hiring in a way that creates harmony in the work. Related Episodes: 121 : Working from Your Strengths w/ Strengths Finder Guru, Lisa Cummings 232 : Rebuilding your Staff with Excellence w/ Dave Stachowiak 226 : The Art of being Indispensable at Work w/Bruce Tulgan 221 : Building your People Program w/ HR Consultant Dana Goodwin Interested in over the phone consultation? Reach out! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

Coffee roasting legend Mark Michaelson is back on the show! Mark has spent the last 9 years as the Head Roaster for onyx Coffee Labs in NW Arkansas whee he was instrumental in helping them forge a path to being one of the worlds most respected coffee companies. One top of this Mark is the 2017 U.S. Roasting champion and top 12 finisher in the World that same year. Mark is an active member of the Roasters Guild and in addition to being a champion himself has roasted coffee for other champions including the Colombian Brewers Cup champion and also for 2020 U.S. Champion and Co-Owner of Onyx Coffee Labs, Andrea Allen. So suffice it to say, Mark has had a very successful career in coffee roasting and has been an inspiration to production roasters all over the world. In this conversation, as Mark Ventures out in his own Consulting business, we are going to be taking a look back at his time in front of the roaster and learning a great deal about how he has developed as a professional and gaining some wonderful and practical insights into the world of production roasting that will definitely help you on your own coffee roasting journey. We cover: Trust the process What he has learned in 9 years of roasting Most common new roaster mistakes Quality control approach Including the team in feedback and trusting baristas Roasting trends Mark loves and trend Mark hates Listening to customers Investing in people Links: www.michaelsonconsulting.com Instagram Related Episodes: 026 : What Your Roaster want you to Know w/ U.S. Roasting Champion, Mark Michaelson, Onyx Coffee Lab 196 : Understanding Customer Preferences w/ Peter Giuliano The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

If this least year has shown us anything, it is that life is unpredictable and can sometimes throw a wrench into our plans, causing us to go into emergency mode. What do we do when this happens? What is our plan for when the roastery goes down? If you are like most busy owners, you probably don't have much of a plan in place for when these things happen. Having a robust and well rehearsed contingency plan can literally save your business and those who depend on it. But where do you start and what should you plan for? To help us figure this all out we are talking with Andi Trindle Mersch of Philz Coffee! Andi Trindle Mersch is Director of Coffee, Tea, and Sustainability with Philz Coffee. In these roles, she oversees coffee and tea sourcing and quality and leads company wide sustainability efforts. Andi has held a variety of responsibilities throughout more than 26 years in specialty coffee. She has published numerous trade journal articles and lectured nationally and internationally on many topics in the coffee sector and more recently in sustainability. She has held a number of leadership and board roles within the broader specialty coffee industry and is currently serving on the Food 4 Farmers Board of Directors and the newly formed Coffee Coalition for Racial Equity. Today Andi will expand on her 2 part Roast Magazine article on Coffee Plant continuity Planning and give us practical and insightful advice to take the first and best steps in making contingency planning a reality for your roastery. We cover: Why it is critical to have a plan 1st steps in getting started Parts of your bunisess to prioritize Including all players in the planning Investment of time and money Choosing contingency partners Serving well in an emergency Planning in phases The benefit of networking and mutuality The ROI I hope you enjoy! This episode is brought to you by Roast Magazine! Visit them and subscribe over at: www.roastmagazine.com Subscribe to Roast Audio Articles! https://www.roastmagazine.com/audioarticles/ Links: https://www.philzcoffee.com https://www.linkedin.com/in/andi-trindle-mersch/ Related Episodes: RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters RoR #2: Exploring Quality Control w/ Spencer Turer of Coffee Enterprises 184 : Making Great Business Decisions w/ Dave Stachowiak Interested in coffee consulting? Let's talk! Email me: [email protected]

Talking about, even announcing to our staff, what we are going to do and what we intend to do is a behavior displayed by leaders under the title of "Casting Vision". The question must be asked though, how many of those plans actually come to fruition and how many end up just being abandoned? Today we will be talking about the power your words have and the necessity to communicate responsibly to those you lead in the coffee shop. Related Episodes: 244 : Top 10 Ways to Lose Employees 261 : The Basics of Managing Managers 228 : Cracking the Leadership Code w/ Alain Hunkins Interested in over the phone consultation? Reach out! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

Starting a coffee bar means you have to focus on several hundred different things at once. It can be maddening! All of this to get to the point where you can open the doors and finally let people enjoy what you and your team have created. But what happens after you launch? Where do you put all that energy you have been used to spending getting ready? Today we are going to cover several key areas that you need to focus on after you launch your shop in order to create the best chance of success. Even if you are well along in your shop's life, you will still benefit from today's episode because it is never too late to give proper focus to the core elements of your business and each time you open a new location you will want to make sure these areas are well covered. Related episodes: 173 : 5 Areas of Focus for Retailers 181 : Organizational Self-Knowledge 184 : Making Great Business Decisions w/ Dave Stachowiak 191 : Retraining your Staff on new Standards Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

I am so excited to share this interview with Adam Obrátil, the co-founder of one of the Czech Republic's most well known and foundational cafes, Industra Coffee! Founded in 2013, Industra brought a newer specialty coffee experience to the Czech coffee scene that was just beginning to get established. Both Adam and his partner Petra Střelecká are long time coffee pros who cut their teeth in some of London's busiest cafes before starting the shop. Both Adam and Petra have competition experience and Petra is 3x Czech Brewers Cup Champion and 6th place finisher at WBrC. Through the years of running the shop they have grown from just the two of them working behind the bar, to now a staff of 10 people serving a large and loyal, growing customer base. In my conversation with Adam we learn about their history, their road to ownership, the biggest lessons along the way and how they have approached service, quality, delegation and what their plans are for the future! Early cafe experience The journey to ownership Bringing a new style of coffee to the Czech scene Attracting all ages from a traditional culture Hiring for hospitality Navigating the different between being a barista vs owner Growing and delegating in order to scale Handling COVID Serving community and supporting each other Plans for the future Links: Instagram https://www.industracoffee.cz Related Episodes: 107 : Kyle Glanville & Charles Babinski of G&B Coffee and Go Get em Tiger 129 : Founder Friday w/ Casey & Jeremy Miller of The Mudhouse, St. Louis, MO Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

How people experience the service we provide them has a lot to do with the pace we keep in the process. Sometimes we go too fast! Sometimes we go too slow! What is the balance here? Today we are going to talk about how to properly apply speed and intentionality behind the bar to produce an experience that customer will want to come back for again and again. Related Episodes: 163 : Lessons from Crush the Rush w/ Josh Little Field 084 : Crushing the Rush : Tips and Best Practices for Busy Times 002: Master Your Workflow w/ Ryan Soeder 045 : Simple, Powerful Hospitality w/ Philip Turner Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

We have a control problem. Specifically we don't like to give up our control of the processes and operations of our cafes out of fear for what might happen when others take the wheel. The difference between a successful shop that has capacity to both care for its people and grow and one that is stifled and limited, comes down to your ability to delegate. Today we will be talking about wha delegation is, what it can do when practiced responsibly, and how to begin the process of changing the way you act and think as a leader in the coffee shop. We cover: Fear driven control The danger of not delegating Testing your systems Building your people Delayed gratification Expanding capacity Cultivate trust Related Episodes: Don't just do it Prioritizing your Work 248 : The 5 Elements of Resourcing your Team Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

I hear all the time how we want baristas to be excited, motivated, up-selling, engaged etc. Those are all great ideals and goals. The problem is that we tend to expect that to just appear out of thin air. How we invest into those who we rely on to represent the business determines what kind of representation they give. Today we will. be talking about the truth that, if you want to have staff the are excited about your business, you have to be excited about them! Listen to these related episodes: Bridging the Values-Actions Gap The Affirmation Vacuum 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 Need consulting or coaching? Reach out to KTTS Consulting! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

The health of our bodies plays a huge role in determining the quality of our life both at work in the shop and outside of work. When we are pursuing our health holistically we are making an investment that pays us back immeasurably. The question is, how do you begin to approach caring for our physical health in a way that equips us to thrive? Today we are going to explore this subject with special guest Dr. David Dahl! Dr. David Dahl DPT, CAFS is the owner and operator of Linchpin Performance based in Louisville, KY. Dave has worked as an outpatient physical therapist for the majority of his career treating and caring for the old, the young, the athlete, and the sedentary. Linchpin Performance is a company dedicated to helping active adults bypass the need for expensive surgery, pills, or injections. Working directly for people, Linchpin Performance is in a position to make decisions that are best for one's particular goals and aspirations. At Linchpin Performance they place a high emphasis on teaching, listening, and guiding people in their health and wellness journey. In this conversation we cover: What leads to our physical ailments The end result of repetitive stress What pain means Discovering our why Prioritization The interconnected nature of the body Holistic health Surviving vs thriving Using good stress Links: www.linchpinperformance.com Instagram Health related episodes: 095 : Dealing with Stress in the Cafe w/ Wellness Counselor, Joe Sanok 176 : Harnessing Emotions at Work w/ Andrea Hoban of Oji Life Lab 213 : Coping with Corona using Emotional Intelligence w/ Andrea Hoban of Oji Life Lab 258 : Prioritizing your Mental Health in the New Year w/ Dr. Lara Pence Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

One of the most needed but conspicuously missing pieces of the coffee shop puzzle is accountability. Both leaders and baristas need accountability in order to thrive but we neglect to put in place as a real process because we are afraid of what it might uncover in us, or in them. Today we will be discussing the two ways we tend to respond to accountability and what our responses indicate regarding our attitudes toward work and even our fit for the role itself. Related Episodes: 173 : 5 Areas of Focus for Retailers 158 : A Management Masterclass w/ Jon Felix Lund, VP of Operations for Coava Coffee Roasters / Portland, OR 156 : Founder Friday w/ Lauren Crabbe, Co-Founder of Andytown Coffee Roasters, San Fransisco 181 : Organizational Self-Knowledge Need consulting or coaching? Reach out to KTTS Consulting! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

Transparency. We see it increasingly being used as a tool to signify responsible commerce and trade among coffee roasting companies. But what is it exactly? Are we approaching it in a meaningful way? How do we define and practice transparency in a way that will actually make the difference we want to see it make? These are questions that will get answered today as we talk with Jonas Lorenz, co-author of The Pledge. The Pledge was designed to function A common code for transparency reporting in green coffee buying. Companies that sign The Pledge agree to share publicly a fixed set of variables when reporting on green coffee purchases. The aim is to create a common standard for transparency reporting that is applicable throughout the coffee world. With a degree in political science, and 10 years in the coffee industry, Jonas dreamt of combining the ideas of the "direct trade/quality/appreciation for the product" approach of specialty coffee with the "farmer centric/ fair share of profits for all stakeholders in the industry/respect for people and planet" approach of the fair trade movement. Co-Authoring The Pledge did just that. In our conversation today we will be exploring how to meaningful define and practice transparency. We cover: Price as the foundation of transparency Approach and mindset Negative litmus test Relationships with farmers How to get started in transparency Sharing information with our customers The dire state of poverty at origin The ripple effect of adopting transparency Being honest about where you are Links: https://www.transparency.coffee/pledge/ https://www.transparenttradecoffee.org Related Episodes: 252 : Founder Friday w/ Klaus Thompson of the Coffee Collective, Denmark 153 : Exploring the Peace Trade in the Congo w/ Mighty Peace Coffee 060 : Serving the Coffee Plant w/ Hanna Neuschwander, World Coffee Research 020 Joe Marrocco : Transparency, Origin Knowledge,and Your Shop : How to approach and apply coffee origin information to enhance, not detract, from the cafe experience Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

What is it we mean when we refer to "Quality?" If we take that a step further we might ask, how can we control quality? These questions are top of mind for most coffee roasters who, amidst a sea of complexity and moving parts, are desperately interested in providing a consistently excellent end product to their customers. Today we are going to dive into the topic of understanding quality, quality control, and taking the first steps in making it a real part of your operation so you can comfortably navigate the multi faceted issue. To do that we are talking with one of our industries brightest minds (and palettes), Spencer Turer! Spencer is the Vice President of Coffee Enterprises, the first independent laboratory in the United States dedicated to quality analysis of coffee and a global leader in coffee quality testing and consulting throughout the farm-to-cup supply chain. Spenser has been a professional coffee taster, analyst, and quality control expert since 1992 having previously held positions as General Manager, Sales Operations (Coffee Division), Mitsui Foods, Coffee Specialist, Kerry Food & Beverage, Waukesha, WI, and Supply Chain Manager / Coffee Technologist - Product Development, Dunkin' Donuts Additionally he is a member of American Society for Testing & Materials Evaluations: Food & Beverage Committee. Green Coffee Association Specialty Coffee Arbitration Panel and an ambassador with International Women's Coffee Alliance. As a long time Q Grader, co-founder of the Roasters Guild and widely published author, Spencer's incredible breadth of experience and expertise is going to help us tackle this question of quality as we discuss the how to approach the concept and the main issues we need to consider in our operations both large and small. I hope you enjoy! We cover: Defining quality Intrinsic vs extrinsic quality Factoring in the consumers preference Consistency First steps in QC Factors that contribute to quality Being able to identify issues and replicate success Danger of "Selling your problems" Balance of systems of control ' How we set our own definitions Addressing the complexity of the supply chain Choosing the right things to measure This episode is brought to you by Roast Magazine! Visit them and subscribe over at: www.roastmagazine.com Links: www.coffeeenterprises.com Specialty Coffee Professionals LinkedIn Group Spencer's Audio Article: "Defining and Measuring Quality in Coffee From Production to Preparation" Related Episodes: RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters 078 : Exploring Green Buying and Sensory Analysis w/ Amanda Juris Interested in coffee consulting? Let's talk! Email me: [email protected]

I get it. You love coffee! You listen to this show after all and you cup, brew, read about, and live coffee. Your customers however, do not. Mostly they just drink it and if we are honest, that sometimes bothers us. How we talk to customers about coffee is more than just telling them what we know about it. It is about giving them the tools and understanding to enjoy it. Today we are going to chat about how to meet customers where they are to help the continue to come get coffee from us! Related Episodes: 085 : How we Ruin the Specialty Experience Dark Roast night of the Soul Taste the Rainbow Curbing their Enthusiasm Building accessible menu w/ Joe Marrocco Need consulting or coaching? Reach out to KTTS Consulting! [email protected] Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

On today's episode we get to have a conversation with Abner Roldan who, along with his wife Karla Quiñones founded one of Puerto Ricos best coffee shops, Cafe Comunion. Abner is also Puerto Rico's latte art champion 2014 & '15, a member of the Barista Magazine Editorial Board AND the recent Sprudgie Award winner of Best Coffee Podcast! (La Crema) In this interview we start right at the beginning to learn about Abner's entry into coffee, the story of founding Cafe Comunion, starting his award winning podcast, and his experiences as he has grown as a coffee professional serving both the Puerto Rican coffee community and the Spanish speaking coffee community globally. We cover: Starting in coffee and building a career Starting the shop Deciding to building in Puerto Rico Connecting community Why the industry needs to expand its reach to other cultures Inspiring other businesses Not forgetting about your culture, language , and roots How to welcome more people and offer better resources Links: Abner's IG Cafe Comunion IG Related Episodes: 236 : Founder Friday! w/ Meil Castagna-Herrera & Curtis Herrera of Cafe Corazon! 061 : You Don't Know Beans about Brazil w/ Kelly Stein, Coffea Podcast 072: Taking an Origin Trip w/ Kim Elena-Ionescu : How to go to origin in a mutual beneficial way 103 : The Colombian Coffee Connection w/ Ervin Liz Need consulting? Reach out! [email protected] The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service