Keys To The Shop : Equipping Coffee Shop Leaders

Whether you employ in-house techs or you need to work with outside coffee tech services, today's episode is a must listen! The cafe is a complex mix of many different professional relationships. The relationship between a shop and the coffee tech can be a tense one because it is centered around emergencies. In order to work well with the techs we hire, led our in-house techs, and serve our wholesale clients tech needs well, we need to explore the realities and perspectives of both parties. Today we are going to be talking with Hylan Joseph of Espresso Partners and the SCA's Coffee Technicians Guild. Hylan Joseph is West Coast Service Manager for Espresso Partners. He is also one of the founders and current chairs for the Coffee Technicians Guild through the Specialty Coffee Association. Hylan's career in coffee started in San Francisco in 1985 at a small café named the Blue Parrot Café. He was a dishwasher and training barista. For the last 16 years he has worked as a service operations manager serving both large and small customers through Espresso Partners. Through the Coffee Technician Guild, he wants to show baristas, store managers and people passionate about coffee that there can be career for them beyond the café. In this episode we will cover: Managing owner expectations Common issues in the field Mindsets under pressure Practicing hospitality as a tech Having your techs represent you brand well Service agreements Curating culture through subcontractors What does it mean to be "professional" How to communicate Choosing / hiring a tech that fits your needs Being detailed and keeping records Links: Espresso Partners Coffee Technicians Guild Related episodes: 076 : Talking Tech! w/ Tom Ritz of Workhorse Customs : Best Practices for Machine Maintenance 128 : Terry's Top 10 w/ Terry Ziniewicz : Best practices for how not to kill your espresso machine 197 : Getting the most from your Equipment w/ Melissa Vaiden of Counter Culture Coffee 175 : How to Keep your Cool : A Fridge, Cooler, and Ice Machine Masterclass w/ Luke Peterson of The Maintenance Department! 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

Stories from the Ground is a series of episodes that are designed to give you insights and guidance on how to thrive in the midst of the COVID crisis by hearing from amazing cafe owners and learning from their stories and experiences dealing with the shutdowns, caring for their staff, serving their customers, and keeping their businesses going. In our first installment of Stories from the Ground we are going to be talking with the owner of the award winning Sump Coffee, Scott Carey. Scott gives us a very vulnerable look into the life and thoughts of an owner in the middle of the biggest challenge most of us have ever faced. We learn about Sump's beginnings then dive into how Scott and his team experienced and are still experiencing the crisis and what tools, measures, and tactics they have used to continue their day-to-day. There is a lot of great wisdom here and I hope you are equipped and encouraged by it! Be sure to down load the "Spec Sheet" for this episode at the link below! "Stories from the Ground" is brought to you by Ground Control. Visit them to learn more about their amazing Cyclops Brewer. www.Vogacoffee.com Download the "Take Aways" from this episode. A PDF of all the takeaways and major points made by our guest! Visit Sump Coffee's Website Instagram

Hiring is already a daunting process. There is a lot at stake for both the employer and prospective employee. That said, we tend to find ways to make make it harder to find the right person than it has to be. In today's Shift Break we will be going into what I believe is the #1 mistake I and lots of other have made while interviewing people and how to do the opposite. Related episodes: 018: Hiring, Culture, and the Future of your Shop 165 : The Art of Deep Listening w/ Oscar Trimboli My Favorite Interview Question The Right People? Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

There are a ton of opportunities to create resiliency and a better normal through how we approach out our mindset, leadership, staff, business, and customers. As the COVID crisis is still upon us, the question remains, "What happens after this?" In today's epiodes I am presenting something I presented to the SCA on Post-COVID Coffee and outlining various areas and opportunities we have to improve and come out better than before. Preparation is key and viewing this time as an opportunity is essential. Some of the things we will cover are: Vulnerability and trust Crisis as an amplifier Building future proof operations Creating a positive culture Retaining emotional connections Don't forget about mutual empathy Rebooting your systems And a lot more... Links: 223 : Building a Financially Resilient Business w/ Andrew Carroll 232 : Rebuilding your Staff with Excellence w/ Dave Stachowiak All COVID-19 Focus and Relevant Episodes: On a Resilient Coffee Community Hope in Difficult Times w/ Kathy Turiano General Guidance on Talking with Banks and Landlords w/ Marshall Fuss, Attorney at Law Erica Escalante, The Arrow Coffeehouse Karl Purdy, Coffee Angel in Dublin, Ireland The Future of Retail w/ Doug Stephens Impact on the Supply Chain w/ Ricardo Pereira, COO, Ally Coffee Straight Talk for Coffee Retailers w/ The Retail Doctor, Bob Phibbs Jonathan Pascual of Taproom Coffee and Beer, Atlanta, GA Refining your Leadership and Systems in a Crisis Shift Break: Development in a Crisis Shift Break: Grace and Hight Standards Shift Break: Keep or Throw Away Maxwell Mooney, Narrative Coffee 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

"The little cafe, with a big heart." These words were spoken by Curtis Herrera who, along with his wife Miel, own Cafe Corazon in Kansas City, MO. Cafe Corazon is vibrant homage to Miel and Curtis' Latin roots (Argentina and Mexico respectively) and in the last year it has been open has quickly garnered praise for their warm hospitality, traditional drink including a wide selection of Yerba-mate, and their dedication to showcasing their culture in everything they set their hand to. In our conversation today we will hear their story and the passion and challenges that went into creating this unique space, the lessons they have learned, and their advice to others in the industry. Cafe Corazon is the epitome of authenticity and a fine example of what the future of the cafe space can look like when we celebrate our diversity and dedicate ourself to serving our communities while being true to ourselves all along the way. We discuss: Creating a safe place for the latin community Educating on culture Overcoming hurdles as minorities Staying true to your roots Building a traditional and creative menu Experiencing the hurdles of racism Hiring and training Growing as coffee professionals Eliminating pretension Dealing with COVID Links: http://cafecorazonkc.com Instagram Related Episodes: 097 : Founder Friday w/ Erica Escalante of The Arrow Coffeehouse 232 : Founder Friday w/ Blew Kind of Fanny Lou's Porch 225: Encore Founder Friday! Dorian Bolden of Beyu Caffe, Durham, NC 199 : Founder Friday w/ Mario Jimenez of Banana Dang Coffee, Oceanside, CA 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.pacificfoods.com/food-service

" Hey! Did you see what so-and-so is doing?" "Oh! look at what _______ is starting to sell?" It's comments like these that are often a sign that we are a bit too obsessed with our competition. What do we gain from this preoccupation? Not much. What do we lose? A lot. Today we will be talking about how you are not your competition and a healthy way to work toward betterment. Related Episodes: 046 : Death by Comparison : How we practice it and ways to avoid getting caught up in it Your Peers are not your Customers Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

How do you ensure that what you teach in training is effective for both the employee and the business? Well, there are many different elements but amongst those element are four foundational mindsets and practices that serve to hold everything together. Today we are going to be exploring how focusing on minimum viable skills, patience, real-life training, and tracking/follow-up will completely transform your training program and build better baristas. Related episodes: 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 178 : Training Masterclass w/ Emma Haines of London School of Coffee and Caffeina Consulting 130 : Anne Nylander | Training Principles for Specialty Coffee Professionals 053 : Training, Trust, and Community w/ Reggie Elliott Drink Drills! : Guidelines for using this powerful training tool in the coffee shop to get baristas ready for anything 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

We have developed a mentality that if we can just get the right manual, the best onboarding, the most effective hiring process then all will be well and staff will magically fall in line and our shops will run smoothly. The truth? It's not that easy, no matter how hard you work on those things. Today we will be discussing this propensity, why it is dangerous, and how the real work begins and ends with hands-on leadership. Recommended episodes: 123 : The 10 Essentials of a Barista Manual 028 : Why it's Ok to be the Boss w/ Bruce Tulgan : A guide to defining and fighting the under management epidemic in your cafe so you can be the manager your staff need Systems as care 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it Don't You forget About Me 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader 179 : What you MUST Know About Employee Culture w/ Stan Slap Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

You are unique, but are you just marketing everyone else? How do you differentiate yourself as a business when the market has become so saturated with everyone saying the same things? Customers need clear messaging that delivers meaning, sets you apart, and drives loyalty to your shop. In a time where more than half of the ways we communicate with existing and potential customers is remote, having solid messaging is an absolute must. Today we are going to be discussing all of this with coffee marketing pro, Garrett Oden! Garrett is a coffee industry native who left the cafe to pursue coffee marketing as a freelance copywriter and content strategist. He helps brands like Caffe Nero, Amavida Coffee, Alternative Brewing, and others across the industry find and communicate meaningful messages to customers through website writing, content marketing, packaging, and beyond. Get ready to do a deep dive into actions and strategies that will help you make long term improvements to the way you represent your brand to the world. You will learn about: The problem with our messaging True differentiation Connecting with your core audience Clarity of mission and focus Holistic branding 3 core actions to take Where to put your message Actions and values Hierarchy of messaging intensity Links: www.coffeemarketingschool.com/keys Garret on LinkedIn Garrett on Twitter Related Episodes: Bridging the Values-Actions Gap 227 : Connecting with Hearts and Minds 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 059 : Founder Friday! Joshua Boyt, Metronome Coffee 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

We have a problem. Dreaming up a vision and writing out our list of core values, missions, etc. is an exciting and crucial part of any business. The problem is that most cafes stop there. The list of ideals an noble pursuits never make their way into reality and are soon relegated to only being invoked at staff meetings. So many of the issue we have with toxic work places, burned out staff, and needless turn over stem from the values-actions gap. Today we are going to discuss this issue and how you can make sure your values are not just nice ideas, but are lived out in the real life of the business. Interested in consulting & coaching : [email protected] Links to related episodes: 156 : Founder Friday w/ Lauren Crabbe, Co-Founder of Andytown Coffee Roasters, San Fransisco COVID-19 Focus : Jonathan Pascual | Taproom Coffee and Beer | Atlanta, Georgia Systems as Care 179 : What you MUST Know About Employee Culture w/ Stan Slap Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

Humility, serving wholesale clients, accessibility, and creating an inclusive community. These are some of the many topics discussed in this fantastic conversation with today's guest, Anthony Ragler! Native of Brooklyn, NY, Anthony Ragler is a coffee professional who combines his craft with his culture and upbringing to cultivate unique and individual experiences for those he encounters. From working as a wholesale manager, to roaster, and technician, Anthony's experiences allows for him to adapt and connect to many different perspectives and people within and outside the supply chain. Anthony is a 2019 Glittercat Barista Bootcamp Cohort member, a 2020 United States Barista Championship finalist, a 2020 Re:Co Symposium Fellow and currently works as the Regional Developer for Black & White Coffee Roasters in Wake Forest, NC. In this conversation we get to explore Anthony's evolution as a coffee professional and hear the lessons and insights he has gained over the years of serving others and working to create community and support diversity. This is definitely ranks up there as being one of my favorite conversations to date. After you listen you will know why. Enjoy! We discuss: Growing and learning through trials Serving your customer vs serving yourself Cultivating community for POC Learning roasting, wholesale, and support roles Benefits of competition Tips for wholesale support and service Tailoring your approach to the customer How to know if you did a good job The demand chain vs the supply chain Playing favorites Links: Anthony's Instagram Black and White Coffee Roasters Related episodes: 230 : Making room for Community in your Shop 183 : Exploring Diversity w/ Phyllis Johnson Your Customer's Relational Baggage 159 : Addressing Unconscious Bias w/ Lauren Lathrop of Mill City Roasters 133 : 5 Keys to Successful Wholesale w/ Sarah Richmond 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

Writing a job description is the first step in getting the right people in the right positions in your shop. They seem pretty straight forward but there are some elements that you need to consider when creating these documents that, if applied, will create a document that is truly a resource that benefits the business and the staff. Today we will cover some of these elements and why they are critical. Links to related episodes: Broken Chair Systems as Care You need SOPs Communicate, Duplicate, Repeat Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

As we seek to rebuild our staff in the midst of the pandemic, many different questions come up about re-hiring, deciding who not to bring back, how to decide who to promote, and generally how do we do this in a way that is good for everyone involved. It is not enamors easy task but today we are going to gain a lot of clarity about these topics and more as we talk with the always insightful, Dave Stachowiak. Dave founded Coaching for Leaders in 2011. Since them the podcast has been downloaded 12 million times and is consistently ranked as the #1 podcast in business, coaching, and management. Dave was named in Forbes as one of the 25 Professional Networking Experts to Watch in 2015 and has also been featured in U.S. News & World Report. He previously served as Senior Vice President with Dale Carnegie of Southern Los Angeles and led training programs for top organizations like the Northrop Grumman Corporation, The United States Air Force, the Boeing Company, and the University of California system. In our conversation today we will cover: Why it is an employers market Making smart hiring decisions The consequences of poor staff placement Longterm thinking vs rushed hiring Assessing readiness Adjusting our decision mindset Job Descriptions Choosing the right person for the role Immediate steps to take in the right direction Links: www.coachingforleaders.com Dave's past KTTS episodes: 184 : Making Great Business Decisions w/ Dave Stachowiak 025 : Mastering the Art of Training w/ Dave Stachowiak My past episodes on Dave's show: How to Lead Part-Time Staff 415: Employee Retention in Small Business, with Chris Deferio Related episodes: 172 : Why Tracking Performance is a Must! 074 : The Life Changing Power of Good Authority w/ Jonathan Raymond 028 : Why it's Ok to be the Boss w/ Bruce Tulgan : A guide to defining and fighting the under management epidemic in your cafe so you can be the manager your staff need 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

When is comes to community and serving the neighborhood well through the cafe, you'd be hard pressed to find a better example than Franny Lou's Porch, in Philadelphia, PA. Blew Kind began her entrepreneurial journey in 2010 with Leotah's Place in North Philly then, moving across the street and renaming it, she established Franny Lou's Porch. All along the way Blew's goals have been to create an inclusive, loving and distinctly human coffee shop experience. With an emphasis on activism, health, and the history, art, and culture of the black community, Franny Lou's Porch has been a dynamic for peace and change. In today's Founder Friday interview we are going to explore the genesis of Blew's coffee career and also that of her shop and the challenges, lessons, and experiences that she has had seeing this vision into fruition. This was a fantastic conversation and I hope it inspires you. We discuss: Faith in your vision Setting up a board for accountability Serving community and co-creating the culture Starting again after moving locations Overcoming financial burdens Experiences of being taken advantage of Strength of vision but reliance on community The maternal, non-heirachical business model Discussing black owned business, wealth generation What can coffee do to be more accessible and equitable? Creating a place of humans and love Links: www.frannylousporch.org https://www.gofundme.com/f/franny-lous-porch-covid-relief On Instagram Related episodes: 230 : Making room for Community in your Shop 139 : Founder Friday w/ Kusanya Cafe co-founder, Phil Sipka 183 : Exploring Diversity w/ Phyllis Johnson 116 : Understanding Gentrification w/ Dr. Stacey Sutton 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

You've heard of FOMO, but what about the insidious FOLO? This is the Fear of Limited Options and is a big mental hurdle that most coffee bars have to leap over. If you want to run a healthy business and not have your menu built on a very shaky foundation then today's episode is for you. We are going to discuss what is behind FOLO, why you don't need to fall into or follow it, and what to do instead. Recommended episodes: Building an Accessible Coffee Menu w/ Joe Marrocco 219 : Building a Winning Food Program w/ Marilei Denila, Culinary R&D Manager, Go Get em Tiger Taste the Rainbow! : Menu knowledge, tasting, flavor, coffee cupping approach to your offerings "Local" does not Equal Quality Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

This is going to be a deep dive into some foundational ideas related to your shop and the way it exists in your community. I wasn't planning this episode but I really felt a gut-level urgency about the message. Thing is, if we want to build something that lasts and is resilient in the face of our resent and future challenges then prioritizing community what we should be doing. Do we we leave room for, or even really consider, the community when we set out to start and run our stores? What are the ramifications of not doing this and what are the benefits of focusing on it? Today I am sharing some deeper thoughts that tap into the roots of the what and why of our profession and I hope you listen with an open heart. Some things we will cover: Your experience-vs-the customer experience Co-creation and knowing your neighbors Connecting with and leaving room for community The relationship between the shop and the customer Stifling growth and giving up control The coffee bar as a platform for others Gentrification and cognitive dissonance The future of coffee bars and resiliency Conversational nature of your business 139 : Founder Friday w/ Kusanya Cafe co-founder, Phil Sipka 227 : Connecting with Hearts and Minds 181 : Organizational Self-Knowledge 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

There is an abundance of stress to go around right now. I'd say it is likely the most tense and uncertain time I have seen in coffee in my 20 years of working in retail. Stress leads to more stress and as someone who is prone to stress/panic attacks etc I feel this reality all too well. The question is, since it does not seem to be letting up, what do we do with it? Today I wanted to briefly chat about not stressing about stress and turning the tables on it to use it to our advantage. Please follow the links below for more helpful resources and to listen to the great talk by Kelly McGonigal that was the inspiration for this Shift Break. I love you all. You can do it. Links: TED Talk: How to make Stress your Friend by Kelly McGonigal Related Episodes: 095 : Dealing with Stress in the Cafe w/ Wellness Counselor, Joe Sanok 111 : Self Care 101: Taking care of yourself while taking care of others Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

Entering into a new role, or even just taking over a new cafe or team, is a daunting challenge. Many burn out and the experience leaves a bitter taste in their mouth and a lot of destruction in their wake. In the midst of the reshuffling during COVID there are a lot of opportunities to establish a new way of approaching management in the shop and in this episode I am going to be giving what I think may be some the most important practices to put in place to thrive as a new manager or to make your management new. As I recorded this I got the feeling that it may be one the most essential episode in the KTTS library on the subject. Please listen deeply and share widely. I can honestly say that if you practice these things consistently you will have a very strong foundation for the rest of your career. We will dig into and expound on: Pacing yourself Gaining clarity Meaningful change + Small wins Trust based relationships and leadership Communication standards One-on-Ones Scheduling your week Related and recommended episodes: 226 : The Art of being Indispensable at Work w/Bruce Tulgan 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 028 : Why it's Ok to be the Boss w/ Bruce Tulgan The One-on-One : How one meeting can dramatically impact your coffee shop's culture and morale. Visit our awesome sponsors! 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

Not everything we do is fun. Actually, there are a lot of dirty, time-consuming, repetitive tasks that we have to do everyday on order for the cafe to function. Even though these tasks seem rather dull, we can transform them into something of great worth and in the process push ourselves and our businesses forward. Today we are going to talk about how becoming a work alchemist will help you to turn the every thing you do into gold! Related Episodes: 098 : Loving the Closing Shift : Problems, solutions, and philosophy on work 121 : Working from Your Strengths w/ Strengths Finder Guru, Lisa Cummings Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

Leadership is a HUGE topic and it is easy to get overwhelmed with the never-ending opinions and techniques that are available these days. It is cruel in a way because in a time where we need good leadership the most we want to find good resources but the choice of what voice to listen to is often paralyzing. Enter todays guest, Alain Hunkins. Alain Hunkins is a sought-after leadership speaker, consultant, trainer, and coach. His recent book, Cracking the Leadership Code: Three Secrets to Building Strong Leaders launched as the #1 Bestselling New Release in Business Communication on Amazon. Over his twenty-year career, Alain has led over 2,000 groups in 25 countries. Clients include Wal-Mart, Pfizer, Citigroup, General Electric, State Farm Insurance, IBM, General Motors, and Microsoft. Alain has designed and facilitated seminars on numerous leadership topics, including teambuilding, conflict management, communication, peak performance, innovation, engagement, and change. Alain also serves on the faculty of Duke Corporate Education and has published over 400 articles on leadership. In today's conversation Alain is going to give us some key insights from his bestselling book on how we can elevate our leadership and the leadership of our managers by creating better connection, communication, and collaboration with our teams and customers plus the habits necessary to make these best practices truly stick You will learn about: What are the common traits and habits of the best leaders? How to spot institutional blind spots Self-awareness as the first step The role of feedback to advance your leadership Empathy Focusing on people over numbers Habits to make best-practices stick Much more! Links: www.crackingtheleadershipcode.com www.alainhunkins.com Related Episodes: 212: Refining your Leadership and Systems in a Crisis 179 : What you MUST Know About Employee Culture w/ Stan Slap 181 : Organizational Self-Knowledge 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown Visit our awesome sponsors! 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

We assume that if nobody is complaining and life seems to be going along smoothly that all is well. We enact the popular mantra of "Well, no news is good news!" In reality though, "no news" is bad news. Why do we think this way? Today we will be discussing why no news is bad news and what kind of mindset and actions we need o be cultivating in order to be in the know and certain about the true state of our coffee shops. Related Episodes: 227 : Connecting with Hearts and Minds Building a Culture of Feedback Fear and Trust Fear or Inspiration Visit our awesome sponsors! Elevated batch brew and so much more! Ground Control Cyclops Brewer Solid, cafe quality espresso for an accessible price: www.flairespresso.com

More than communication, we need connection! As we move forward through the current retail landscape the currency of connection with our guests and also our staff becomes more valuable. A focus on connection and conversational communication is what will separate the sustainable businesses from the unsustainable. Today we will be diving into the need for reaching the hearts and minds of our customers and staff and some practical tips that will help pull out out of the theoretical, utilitarian, numbers focused reality we are used to, and into the relational reality of what people experience in our stores and what drive resiliency and long-term healthy growth. We will learn about: Communication vs. Connection Numbers and false positives Developing guest experience intuition Being curious about the whole story Self auditing and Gemba Kaizen Training your team to connect You staff as your customer Related Episodes: 009 : How to Approach Data and Metrics w/ Simon Ouderkirk Building an Accessible Coffee Menu w/ Joe Marrocco 201 : Igniting your Curiosity w/ Cody Gough The Broken Chair 030 : Casey Underkofler : Matching Your Service to Your Quality 035 : The Consumer Revolution w/ Kevin Sinnott 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

Nobody likes to feel bad. In fact in management we are somewhat obsessed with avoiding negative emotions, confrontation, and challenging our staff out of a sense of self preservation or keeping the peace. We believe that if things feel good in the short term then things will go well long term. That is not necessarily the case. Today we are going to be discussing the approach of long-game management and why utilizing this way of leading will create long term stability, mutual respect, and ultimately a resilient coffee shop. Related episodes: 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity 104 : How to Deliver Difficult Feedback w/ Tom Henschel 052 : Solving Coworker Conflict w/ Tom Henschel 074 : The Life Changing Power of Good Authority w/ Jonathan Raymond 028 : Why it's Ok to be the Boss w/ Bruce Tulgan Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

Are you a "go-to" person? How do you show up at work in a way that gains trust and makes you an essential and indispensable member of the team? These are important questions to answer right now as many teams are being re-built and companies need to rely on their staff to come through more than ever. Today we welcome back to the show, regular guest and one of my favorite authors on leadership, career, and management, Bruce Tulgan! Bruce is the founder of Rainmaker Thinking and the author of more than 20 books including the best selling "It's OK to be the Boss" and "The 27 Challenges Managers Face" He is regarded the world over as a leading authority on management and leadership and is a regular contributor to Harvard Business Review and many other international publications. Bruce's brand new book, The Art of Being Indispensable at Work, cracks the code and, in typical fashion for his work, gives a practical and detailed road map for how to become the go-to person in your cafe without succumbing to burn-out and over commitment. It is a book that is the epitome of timeliness as we seek to create value in our roles that leads to more security, trust, and growth. This is a very critical subject. Not only to apply to your own career, but also to help you facilitate these behaviors in those you lead. In this episode you will learn about: Vertical alignment What is true influence Steps to being a go-to person Mistakes we make and beating overcommitment How to say yes and no Playing the long game Get the right things done Building trust Professionalizing your work Links: www.rainmakerthinking.com Bruce on LinkedIn Bruce on Twitter Related Episodes: 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 141 : The 27 Challenges Managers Face w/ Bruce Tulgan 028 : Why it's Ok to be the Boss w/ Bruce Tulgan 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

As we struggle through COVID and seek also to care for our staff, show hospitality, and address the needs of our community around racial justice, we need to lean on the example of people who have excelled in those areas that we seek to improve. Dorian Bolden was a guest on Founder Friday back in August of 2018 and was one of my favorite interviews ever. He has built a Beyu Caffe to be a solid, profitable, community focused, cafe even in the midst of the economic down turn of 2008. Dorian's values drive the company to be "The ultimate community gathering space" that puts a clear emphasis on diversity, inclusion, and hospitality. Another reason why I loved this interview was how much Dorian shares about his own journey as an owner learning the ropes or entrepreneurship and having to over come some pretty significant personal and professional challenges. I hope that Dorian's example and experiences help you, inspire you, and give you a focus on how you can run a great business and also help serve your community by making hospitality and diversity a part of your shops DNA. Links: www.beyucaffe.com Related Episodes: 183 : Exploring Diversity w/ Phyllis Johnson 116 : Understanding Gentrification w/ Dr. Stacey Sutton 045 : Simple, Powerful Hospitality w/ Philip Turner 132 : Baristas Speak Vol. 3 : Interviews from Coffee Champs, Nashville 2019 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

We all can have a difficult time with serving the public. These days we may be putting on a literal mask, but if we are honest, we have been wearing a metaphorical mask for a while now. Much of how we show up on at work has to do with how we show up outside of work. If we want to thrive I the shop and bring in people who will create a genuinely caring culture then we have to focus ourselves outwardly. Today we are going to be talking about how we can cultivate a wholistic approach to service that will ease stress, create great experiences for staff and customers alike, and give you more energy for what you do because of who you are. Related Episodes: Your peers are not your Customers 055 : Personal Growth & Development w/ Jared Truby, Cat & Cloud Coffee 019 : 10 Reasons to Love the Customer w/ Chris Deferio 176 : Harnessing Emotions at Work w/ Andrea Hoban of Oji Life Lab Making the Customer the Enemy 031 : Essential Advice for New Baristas : Tips to help you successfully navigate and thrive in your new coffee career Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

What is essential? Many of us have been forced into a place of asking this question for the sake of survival and are now looking to create a new way forward for ourselves, our businesses, and our families. If we want our work and life to be imbued with purpose, joy, clarity, and thriving then we need to embrace this question not as just a survival tactic but as a normal state of being. We need to become Essentialists. Today I am honored to welcome to the show, Greg McKeown, author of the Wall Street Journal and New York Times best selling book, "Essentialism: The Disciplined pursuit of Less" Greg McKeown has dedicated his career to discovering why some people and teams break through to the next level—and others don't. This book challenges core assumptions about achievement to get to the essence of what really drives success. Greg is the CEO of McKeown Inc. Clients include Adobe, Apple, Google, Facebook, Pixar, Salesforce.com, Symantec, Twitter, VMware and Yahoo!. His writing has appeared or been covered by The New York Times, Fast Company, Fortune, HuffPost, Politico, and Inc. Magazine. He is among the most popular bloggers for the Harvard Business Review and he has been interviewed on numerous television and radio shows including NPR, NBC, FOX, and as a regular guest on The Steve Harvey Show. Entrepreneur voted his interview at Stanford University the #1 Must-See Video on Business, Creativity and Success. McKeown is an accomplished public speaker. He has spoken to hundreds of audiences around the world and is also the host of the new show "The Essentialism Podcast" where he interviews amazing people from all over the world about their experiences practicing essentialism in work and in life. In today's conversation we will be discovering the genesis of Essentialism and how we can take the first steps in overcoming the frazzled and overwrought lives we lead and spend our time on the vital few -vs- the trivial many. You will learn about: What is Essentialism? How to discern the trivial from the vital Working out what is priority Protecting "The Asset" Taking the first steps Finding space for life and clarity Showing up as your best self What is vital for your business Practicing essentials in the midst of change Making room for Gratitude and creativity Links: www.gregmckeown.com The Essentialism Podcast Related Episodes: 008 : Finding Joy in Coffee w/ Nathanael May 181 : Organizational Self-Knowledge 184 : Making Great Business Decisions w/ Dave Stachowiak 212: Refining your Leadership and Systems in a Crisis Prioritizing your Work The Power of "No" Thankfulness : The key to joy in the journey Managers Top 3 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

Making hasty decisions about who you put into what position has always been the Achilles heal of the cafe. As we work to put our shops back together we are going to be under even more pressure to fill positions throughout the organization and the temptation will be to do this faster than may be healthy. Today we are going to talk about the importance of slowing down to make good decisions on who you bring back and put in place in the cafe so you can Both fill a need in the moment without a lot of regret later on. Related Episodes: 018 : Hiring, Culture, and the Future of Your Shop My Favorite Interview Question Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

Oh boy is this a critical episode! Which one of us does not want to have more financial security? Especially these days? It is not an understatement to say that the future of your cafe hinges on how well you manage your money now and how well you understand money's role in your business. So many of us are rebuilding from the COVID crisis and in need of guidance on how to create financial resiliency in order to both thrive in the coming recession and be prepared for other normal financial challenges that come our way. Today's episode is going to deliver an extraordinary amount of information and actionable insights for you to build a financially sound business in the midst of uncertain times. We are joined by financial planner, CPA, and consultant Andrew Carroll of www.cfoandrew.com Andrew Carroll has been advising people on business and their financial lives for over ten years. He has helped countless people and businesses with their taxes, investments, insurance, business strategy, operations, mergers and acquisitions, and accounting. As a CPA he specializes in personal finances and also specializes in management accounting where he helps bring understanding to how we use numbers to make decisions. He has an incredible gift of being able to articulate and break down financial concepts into language that is not only relatable and understandable, but really connects to the heart of what we need to hear. This conversation is value-packed with insights that will change the way you see and run you business for the better. We discuss: Our relationship with money and why money isn't real How to build a war chest Creating financial strategy Creating resiliency Why you need to raise your prices Profitability and managing profit Zombie businesses PPP and EIDL Loan guidance Self-insurance and the waterfall system How to set your business goals Links: www.cfoandrew.com Means of Production Podcast Related episodes: 160 : The Smart Way to Approach Money w/ Jill Schlesinger 202 : Mastering your Finances and Accounting w/ Keila Hill-Trawick of Little Fish Accounting 184 : Making Great Business Decisions w/ Dave Stachowiak 210 : The Future of Retail w/ Doug Stephens | CEO of The Retail Prophet 211 : Straight Talk from the Retail Doctor, Bob Phibbs 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

You won't get it right...at least not right away. This is the nature of our pursuit in coffee and the relationships we have within it. These days we are surrounded by opportunities to engage in ways that can lead to greater depth o of relationship and a better quality of experience in the cafe. The problem is, we are often paralyzed by fear. Fear of failing, fear of saying the wrong thing or doing the wrong thing. We want to wait until we have the perfect or the best, before we engage. Today, we are going to talk about the idea of taking action to achieve higher degrees of imperfection and how we can work toward a goal with grace to produce an outcome that builds up and deepens everything around us. Links: Fear and Trust Feedback Culture One on ones Difficult Conversations about Race and Justice The Art of Deep Listening w/ Oscar Trimboli Example > Words Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

Throughout history the coffee shop has been a catalyst for conversation. The subject of that conversation is as wide and varied as your clientele and your community. There are subjects of conversation that are very niche and only apply to a few people, and then there are subjects that are happening on a large scale and are relevant and impactful to everyone. Race and Justice is one of those subjects and the cafe as a modern 3rd place institution needs to be able to interact with it well in order to serve well. We have several different relationships that we manage in the cafe space. Employees, customers, followers, and purveyors. As leaders we need to make space for, and engage in, these difficult conversations. Today we are going to discuss how to approach these difficult conversations with my good friend, Kwame Christian, Director of the American Negotiation Institute. Kwame is best selling author of the book Confidence in Conflict, a sought after speaker, and the host of the worlds #1 negotiation podcast Negatiate Anything. Kwame is dedicated to empowering others and has helped countless individuals overcome the fear, anxiety, and emotion often associated with difficult conversations through a branded framework called Compassionate Curiosity. As an attorney and mediator with a Bachelors of Arts in Psychology, a Master of Public Policy, and a Juris Doctorate (Law Degree), Kwame brings a unique multidisciplinary approach to making difficult conversations easier. In this episode we are going to explore how to approach these difficult conversations and the issues that can arise around them. In this conversation we will cover: The importance of Empathy Compassionate curiosity Creating space and generating understanding Consequences of inaction How to gain self awareness Embracing awkwardness and imperfection Owning issues and building relationships Addressing social issues Emotional labor Links and resources: www.americannegotiationinstitute.com Free Negotiation Guides Related episodes: 183: Exploring Diversity w/ Phyllis Johnson 125: Finding Confidence in Conflict w/ Kwame Christian 159: Addressing Unconscious Bias w/ Lauren Lathrop 116: Understanding Gentrification w/ Dr. Stacey Sutton 139: Founder Friday w/ Phil Sipka, Kusanya Cafe 220 : Founder Friday w/ Sarah Barnett Gill 067: 6 Truths about Power 165 : The Art of Deep Listening w/ Oscar Trimboli 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

In this time we need to take a good look at ourselves and how we are using the power we have been given. In the cafe, authority and power is a gift that is meant to be you used for the benefit of others. Yet, just we have seen in recent days, power often corrupts and is used as a weapon against those for whom it was supposed to benefit. What is the purpose of the authority we have been given? How do we view and use the power we have in the cafe? Today I am re-airing an episode called "6 Truths about Power" from 2018 that I believe will help set us on the right course. The principles here are applicable both in the shop and beyond. My hope is that we can refine our approach and actions to build a better future. Related Episodes: The Broken Chair Systems as Care The Art of Deep Listening w/ Oscar Trimboli Example > Words The Power of Good Authority w/ Jonathan Raymond Exploring Diversity w/ Phyllis Johnson Founder Friday: Kusanya Cafe Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

We are in the people business. Having a great people program is a critical part of being able to thrive as a small business since the degree to which you care for your people, and they feel cared for, directly impacts how they care for the business and its customers. Now, more than ever, we need to lean into creating a people-first strategy for doing business in the future and today we will be learning from one of the best in HR the foundational elements that contribute to a great people program in your shop. Dana Goodwin is an HR consultant working with clients in specialty coffee, food service, and retail. She partners with leaders to create intentional people programs and help find solutions to HR challenges. Her specialties include workplace culture, recruiting operations, and retention strategy. Dana has been working in retail and hospitality for over 20 years. She holds a master's degree from the University of Gastronomic Sciences in Colorno, Italy and has led teams and recruiting and HR operations at Eataly, Dickson's Farmstand, and Blue Bottle Coffee. This is a very good conversation the covers a wide range of HR related strategies, and concerns. I hope this empowers you in your efforts to truly care for your people in a systematic and intentional way. You will learn about: Communication and transparency Leading while being vulnerable Approaching your staff in a crisis Creating space for focusing on people Asking questions and listening The power of consistency and follow up Managing the tension of the employer-employee relationship Setting expectations and giving clarity Planning and systems Tracking Navigating legalities Links: Dana is offering the KTTS audience free 30 minute advisory calls! Contact her here: LinkedIn [email protected] More resource: EEOC Website Related Episodes: 123 : The 10 Essentials of a Barista Manual 104 : How to Deliver Difficult Feedback w/ Tom Henschel 151 : How to React and Respond to Negative Feedback The Affirmation Vacuum Feedback Culture 194 : Encore Episode! Leadership in the Cafe 213 : Coping with Corona using Emotional Intelligence w/ Andrea Hoban Join the community! Keys to the Shop on Mighty Network 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

This Founder Friday is a wild, unique, and refreshingly honest experience. Today we are going to be talking with the one and only Sarah Barnett Gill, the owner of Mama Mocha's in Auburn, AL. Sarah has been in coffee since 2003 and for the last 7+ years has been operating one of the most unique, authentic, and welcoming coffee shops around. Mama Mocha's is a beacon of diversity, love, and simple honest enjoyment of people and coffee. In the pursuit of this Sarah has worked hard to grow her business from a small roastery in a $200/mo room of a bookstore to an established community icon of great coffee and charming hospitality that wins peoples hearts and taste buds. This conversation covers a wide range of topics from the expected to the quit un-expected. Sarah is not afraid to take bold stands and is equal parts serious business woman, and fun loving protector of the marginalized. Plus, like me, she loves a good dark roasted coffee. So, buckle up, this is going to be a refreshing and wild ride. You will lean about: Starting small and building slowly Facing initial challenges Rejecting the 3rd wave Taking bold stances Diversity and Inclusivity Fighting cultural ignorance The balance between love and ass kicking Establishing a Unique Culture Dark roast revival Dealing with COVID and caring for your people Links: www.mamamochas.com Instagram Related Episodes: 183 : Exploring Diversity w/ Phyllis Johnson 108 : Founder Friday w/ Dorian Bolden of Beyu Caffe, Durham, NC 155 : A Conversation w/ T. Ben Fischer of Glitter Cat Barista 159: Addressing Unconscious Bias w/ Lauren Lathrop 116: Understanding Gentrification w/ Dr. Stacey Sutton 139: Founder Friday w/ Phil Sipka, Kusanya Cafe 067: 6 Truths about Power 165 : The Art of Deep Listening w/ Oscar Trimboli Join the community! Keys to the Shop on Mighty Network 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

Everyone in the shop is on high alert! Updates and changes to rules and regulations are happening almost daily and we are, as staff, very tuned into to the landscape of how things should be done in the shop. What about the customers though? Should we expect them to be just as vigilant and aware? How do we empathetically enforce the new normal with our patrons? Today we will be talking about the COVID communication bubble and how we can get out of it when our customers come back in. Related Episodes: Communicate, Duplicate, Repeat : Key habits that make information stick Being the Point of Clarity Elevate your to-go coffee! Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve! BARATZA GRINDERS

Coffee shops are not necessarily known for having the best food in town. That is the way it has been for a very long time. Recently though, we are seeing in increase in the number of coffee shops investing time, money, and passion into their food programs and customers are taking note. It is so critical, especially now to create a food program that is marked by intentionality and excellence. To help us develop a winning food program we are talking to Marilei Denila, the Culinary Research and Development Manager for the amazing Go Get em Tiger in Los Angeles ,CA. GGET has become the standard bearer for high quality coffee and food in the specialty coffee world and their menu items are frequently winning top spots in "Best of" lists in LA. Marilei's leadership and discipline have played a huge role in this process and in this conversation she will be sharing with us a ton of foundational insights that will equip you in creating a next level food experience at your cafe. You will learn about: Community specific menu design Systems for inventory and Quality control Staffing and scheduling Being creative and still relatable Should you chase trends? Managing the financial realities Smart product ordering and use Links: www.gget.com Instagram Related Episodes: A Conversation w/ Kyle Glanville and Charles Babinski of G&B and Go Get em Tiger Coffee and Cocktails Coffee and Chocolate Systems as Care Communicate, Duplicate, Repeat Feedback Culture Working Clean Your Inventory Counts 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

As shops slowly start to open to customers there are a ton of things to keep in mind and manage. Many of those things we have covered through other episodes or interviews some of which are available below. This time I want to cover 3 things that will be crucial to get right to welcome back those customers and take advantage of this 2nd chance to make a first impression. We will be talking about why cleanliness, clarity, and creativity are crucial to the success of your business and how to execute on them to make lasting impact. Related Episodes: Elevating Cold Brew/Matt Bushman Coping w/ Corona using Emotional Intelligence w/ Andrea Hoban Harnessing your Emotions at Work 10 Essentials of a Barista Manual Working Clean Simple, Powerful, Hospitality SOPs 10 Reasons to Love the Customer Batch Brew like you never thought possible: Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve BARATZA GRINDERS

Not all bold brew is created equal! The difference between offering your customers an average experience vs an outstanding one comes down to basics, attention to detail, creativity, and a craft mindset toward the liquid juggernaut that is cold brew. As the cold brew season ramps up we need to elevate our cold brew offerings and boy do we have just the person to help us do it. Matt Bushman is the Co-Founder of Alto Cold Brew, a company whose mission is to help shops elevate their cold brew through innovative products, unique perspectives, shared knowledge, and events. In the years since founding the company Matt and his business partner Joey Ruiz have not only created a great product but they have also created a robust and growing bank of resources to help their customers raise their cold brew game. Today we get tactical and practical as we talk with Matt all about the basics of good cold brew, the overlooked essentials of execution, creativity, pit falls to avoid, sanitation, and solids steps you can take today to bring your cold brew to a higher level. Summer is almost here. As economies begin opening back up, and people start heading back out to their local coffee shop, NOW is the time to take stock of how your cold brew program and really take it to the next level. You will learn about: How Alto was created What makes quality cold brew Sanitation concerns Creative menu ideas Logistics and operations that scale How to approach cold brew as a craft Offering more to your customers The importance of systems Cold brew in the time of COVID Links: www.altocoldbrew.com Instagram Related episodes: 6 Tips for Cooler Cold Brew w/ the Cold Brew Chick, Rachel Dillon 175 : How to Keep your Cool : An Ice Machine, and Cooler Maintenance Master Class w/ Luke Peterson of The Maintenance Department Coffee and Cocktails w/ Amanda Whitt 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

Alternative forms of income have been helping keep many of you in business during the crisis. The grocery/pantry model has been a very interesting and successful pivot that allows you to continue serving the needs of your community beyond coffee. One of the best examples of this model is being conducted by Penstock Coffee out in Highland Park, NJ. Penstock is a Good Food award winning roastery established in 2009 by Ben and Jessica Shellack. These are some of the best people you will meet in coffee and their commitment to do right by all the people involved in the supply chain shows in all they put their hands to, including how they have responded to the current crisis. Today I sit down with Ben to get the details of their very successful grocery program. How did they start? What are the logistics and legalities? How did they set it up and how do they manage it? What are their quality control measures? These are some of the many questions answered in this in depth look at the grocery/pantry model. As we are still very much in the middle of this mess, I hope this episode helps equip and empower you to perhaps take on a similar project in your business. Links: www.penstockcoffee.com Penstock on IG Complete list of COVID-19 related past episodes: On a Resilient Coffee Community Hope in Difficult Times w/ Kathy Turiano General Guidance on Talking with Banks and Landlords w/ Marshall Fuss, Attorney at Law Erica Escalante, The Arrow Coffeehouse Karl Purdy, Coffee Angel in Dublin, Ireland The Future of Retail w/ Doug Stephens Impact on the Supply Chain w/ Ricardo Pereira, COO, Ally Coffee Straight Talk for Coffee Retailers w/ The Retail Doctor, Bob Phibbs Jonathan Pascual of Taproom Coffee and Beer, Atlanta, GA Refining your Leadership and Systems in a Crisis Shift Break: Development in a Crisis Shift Break: Grace and Hight Standards Shift Break: Keep or Throw Away Maxwell Mooney, Narrative Coffee Jeanine Niyonzima-Aroian JNP Coffee, Burundi John King of Walkie Talkie Coffee Remote coaching and consultation: www.keystotheshop.com/consulting

Joe is back! This time for a shift break episode focused on building a coffee menu from the ground up that is tuned in to meet your customers, and their taste buds, where they are on their coffee journey. NOW is the time to really drill down and focus on customizing your offerings for accessibility, ease of use, wider availability, and thinking through how you will set the customer up to thoroughly enjoy the roasted coffee you sell on the shelf. In this shift break we discuss the mentality, tools, and actions needed to build a great coffee program for the people! Links: www.list-beisler.coffee Joe on Instagram Joe on Twitter List and Beisler on Instagram CLICK TO JOIN THE MIGHTY NETWORK! Related episodes: 026 : What Your Roaster Wants You to Know w/ U.S. Roasting Champion Mark Michaelson 063 : What Your Roaster Wants You to Know w/ Rob Hoos Joe gives Career Advice 20 : Transparency and Origin Knowledge in the Cafe w/ Joe Marrocco Batch Brew like you never thought possible: Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve BARATZA GRINDERS

Ah roasting coffee, many shop owners are planning what they want their business to look like in the future and how they can make it more resilient and roasters/retailers seem to have some more flexibility in what they can do in this crisis. the idea to roast coffee for yourself can seem fairly simple but there are more issues to consider than one may think. What is the case for and against roasting your own coffee and how can you make the right choice for your business? What are the key considerations to work through that determine if you will be a good roaster or a bad one? Today we get to really explore this subject and generally the art of being a great roaster with the ever insightful, Joe Marrocco! Joe is heading up the U.S. division of German based green coffee importer List and Beisler and has been an accomplished coffee professional since 2005. Joe has been a barista, a café manager, a roaster, an educator, a leader in the Barista Guild of America, and a barista competitor. Prior to List and Beisler he was the long time Sr. Sales Associate and Director of Education at Café Imports, and Educator in collaboration with Mill City Roasters and is widely considered the go-to guy in the industry for deeply useful and practical knowledge in all things roasting. I am thrilled to have Joe back on the show to explore the subject of becoming a roaster and whether it is the right move for you to make or the worst move you could make. In typical Marrocco fashion, Joe lays out several well reasoned approaches to both sides of the issue and we leave having gained clarity and direction. In this episode you will learn: Why you should or should not start roasting The logistical concerns behind the scenes Do you save actually money? The metric of joy and health Questions and Factors in profitability Benefits of retail before wholesale Manual vs automation in roasting equipment Tips for being a good roaster and avoid being a bad one Trends vs authenticity Links: www.list-beisler.coffee Joe on Instagram Joe on Twitter List and Beisler on Instagram Related episodes: 026 : What Your Roaster Wants You to Know w/ U.S. Roasting Champion Mark Michaelson 063 : What Your Roaster Wants You to Know w/ Rob Hoos Joe gives Career Advice 20 : Transparency and Origin Knowledge in the Cafe w/ Joe Marrocco 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

Operations, People, and Quality. These are three areas I focus on with all of my clients. Each on contains a myriad of subjects and components that we explore in detail to bring the whole business to a higher level. Today I want to discuss a few ideas within each of these categories that I believe are critical for you to pour energy into right now so you can enter into post-COVID business better than when this all started. I cannot stress enough how important I think this particular conversation is and I hope it helps your thrive well into the future. Related Episodes: One-on-ones Filtered Thoughts Podcast interview about "The Future of the Coffee Shop" http://keystotheshop.com/employeeculture/ http://keystotheshop.com/organizationalknowledge/ Changing things in the Cafe The Life Changing Power of Good Authority SOPs FTW Batch Brew like you never thought possible: Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve BARATZA GRINDERS

Walkie Talkie Coffee was founded by Lindsey and John Kind in the Summer of 2019. The result of a ton of planning, dreaming, and raising support, the shop was an immediate hit offering coffees from Heart in Portland , OR, amazing service and hospitality, and a goal to create great social and coffee experiences for their neighborhood. Not even a one year in, Walkie Talkie is now facing what is arguably our industries most challenging time. In spite of this, Lindsey, John, and crew have been handling this with grace and a positive outlook that is rooted in their mutual concern and care for one another and the people they serve. In this conversation I sit down with John King to hear how this all unfolded, the challenges of being a first year business going through this crisis, what they have done, how they keep going, and what they see for the future. If you are in Canton, OH definitely swing by Walkie Talkie. I hope you enjoy this conversation. Links: Walkie Talkie Coffee Instagram All COVID-19 Focus and Relevant Episodes: On a Resilient Coffee Community Hope in Difficult Times w/ Kathy Turiano General Guidance on Talking with Banks and Landlords w/ Marshall Fuss, Attorney at Law Erica Escalante, The Arrow Coffeehouse Karl Purdy, Coffee Angel in Dublin, Ireland The Future of Retail w/ Doug Stephens Impact on the Supply Chain w/ Ricardo Pereira, COO, Ally Coffee Straight Talk for Coffee Retailers w/ The Retail Doctor, Bob Phibbs Jonathan Pascual of Taproom Coffee and Beer, Atlanta, GA Refining your Leadership and Systems in a Crisis Shift Break: Development in a Crisis Shift Break: Grace and Hight Standards Shift Break: Keep or Throw Away Maxwell Mooney, Narrative Coffee Jeanine Niyonzima-Aroian JNP Coffee, Burundi Keys to the Shop Consulting: www.keystotheshop.com/consulting [email protected]

Home brewing is gaining more and more ground as our customers, who would normally come in to he shop, are brewing at home and looking for ways to replicator's the coffee they love in the shop. This time in coffee history will likely lead to a permanent rise in the number of people brewing coffee at home and subequently a rise in whole bean sales. How we show up for them and help facilitate their success with our coffee really matters. We need to embrace and equip the home brewer and to help us do that we are hearing from the one and only, Brian Beyke, of the I Brew my own Coffee Podcast. Brian is the Director of Coffee for Quills Coffee, Co-host of the Unwrapped Chocolate Podcast, and lover of all things bourbon and whiskey. He is also the host of the I Brew my own Coffee Podcast, an award winning podcast hosted by himself and Bryan Schiele talking about the stories, coffee, gear, techniques, philosophies, and people that make up the wonderful world of home coffee brewing. IBMOC is now officially and has relaunching after 3 years with Mr. Beyke at the helm. Today we will be talking with Brian about our role in the shop to help people successfully brew coffee at home and build trust while doing it. We cover: Accessibility and trust Importance of water Understanding the customers Communicating with customers effectively The state of home brewing compared to the industry Where we need to focus as we look to the future post-COVID Links: IBMOC Podcast IBMOC Instagram Brian's Instagram Unwrapped: A conversation About Chocolate Related Episodes: 37: Chocolate and Coffee w/ Brian Beyke Supplying and Selecting Equipment w/ Steve Rhinehart Consumer Revolution w/ Kevin Sinnott Hosting Consumer Coffee Classes How to Taste Coffee w/ Steve Cuevas 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

Today we are hearing from Jeanine Niyonzima-Aroian, the Founder and President of JNP Coffee, Burundi Coffee importer and exporter in operation since 2012. Jeanine grew up in Burundi and left to pursue her education earning an MBA from Northwestern University's Kellogg School and had a 20-plus-year international business career that helped her find her way back to Burundi and to coffee. It was at a "Cup of Excellence" competition that she recognized the potential of the exceptional coffees of Burundi. She saw the opportunity to promote these coffees in the global market as a means of helping the farmers, her people. Today JNP Coffee is known for the award-winning specialty coffees they source and the good works and leadership they provide at origin. As a licensed Q grader, she continues to advance the global specialty coffee industry. Her business model is driven by quality coffee and is based on strong producer partnerships, sharing knowledge, promoting gender equality, and supporting education in financial literacy and leadership, all to empower the farmers and their families in her native country. Today we are talking with Jeanine about how JNP is responding to the current crisis and also how things look on the ground for the farmer she works with in Burundi. This is a very important discussion as it give perspectives on the relationship between producers and consumers that I believe will inspire how we conduct business as retailers in the future. It's all about empathy, connection, resiliency, and working with each other to increase access to the great coffees our customers have yet to discover. Links: JNP Coffee Burundi Friends International All COVID-19 Focus and Relevant Episodes: On a Resilient Coffee Community Hope in Difficult Times w/ Kathy Turiano General Guidance on Talking with Banks and Landlords w/ Marshall Fuss, Attorney at Law Erica Escalante, The Arrow Coffeehouse Karl Purdy, Coffee Angel in Dublin, Ireland The Future of Retail w/ Doug Stephens Impact on the Supply Chain w/ Ricardo Pereira, COO, Ally Coffee Straight Talk for Coffee Retailers w/ The Retail Doctor, Bob Phibbs Jonathan Pascual of Taproom Coffee and Beer, Atlanta, GA Refining your Leadership and Systems in a Crisis Shift Break: Development in a Crisis Shift Break: Grace and Hight Standards Shift Break: Keep or Throw Away Maxwell Mooney, Narrative Coffee Keys to the Shop Consulting: www.keystotheshop.com/consulting [email protected]

The way we have seen people rise to the challenge, amp up communication, take on a sense of urgency, solve problems, and create a culture that is agile and empathetic is truly inspiring. It's the stuff that defines being "In this Together". The question is, where does this all go once the crisis has subsided? Will our urgency, connection, and togetherness fade away? Today we will be chatting about the need to use this time to craft a future for our shops where these qualities continue in the daily work and fabric of our shops. Batch Brew like you never thought possible: Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve BARATZA GRINDERS

As we continue our focus series on the COVID-19 crisis and it's impact on specialty coffee, we get talk someone who has been leading the charge for business agility, staff/customer safety, and creating systems to support it all. Maxwell Mooney is the Owner of the award winning shop, Narrative Coffee in Everette, WA. A past guest on the show, Maxwell consistently brings a clear, level headed, and well thought through perspective to the table. What I enjoy most about Maxwell and his leadership is the integrity that drives what he does and allows him to make tough calls. In this conversation we will be discussing, from beginning to present day, how the crisis unfolded for him and his team. Among other things we will cover: Not joining the "Cult of hustle" Creating and executing plans Hospitality in every context Making tough calls for safety Managing emotional impact on staff Leading in the midst of exhaustion and hard life circumstances Links: www.narrativecoffee.com Founder Friday: Narrative Coffee part 1 Founder Friday: Narrative Coffee Part 2 COVID-19 Focused episodes: On a Resilient Coffee Community Hope in Difficult Times w/ Kathy Turiano General Guidance on Talking with Banks and Landlords w/ Marshall Fuss, Attorney at Law Erica Escalante, The Arrow Coffeehouse Karl Purdy, Coffee Angel in Dublin, Ireland The Future of Retail w/ Doug Stephens Impact on the Supply Chain w/ Ricardo Pereira, COO, Ally Coffee Straight Talk for Coffee Retailers w/ The Retail Doctor, Bob Phibbs Jonathan Pascual of Taproom Coffee and Beer, Atlanta, GA Refining your Leadership and Systems in a Crisis Shift Break: Development in a Crisis Shift Break: Grace and Hight Standards Shift Break: Keep or Throw Away Keys to the Shop Consulting: www.keystotheshop.com/consulting [email protected]

Never before has it been more important to invest in your companies communication and marketing than right now. Connection to our customers and also our staff is the life blood of the cafe and drives everything we do. Additionally, the health of your shop is determined in large part by the health of the relationships you create with the consumer and those relationships are driven by how you communicate. What are the guiding principles for effective communication? How are small businesses uniquely positioned to build great relationships? And how can we find clarity on strategy and methods that are sustainable long-term? All of these questions and more are going to be answered in today's master class on communication and marketing wit special guest, Spencer M. Ross, PHD. Spencer M. Ross, Ph.D., is Assistant Professor of Marketing (and specialty coffee enthusiast) at University of Massachusetts Lowell's Manning School of Business. His dual research interests focus on the intersection of marketing and public policy and on consumer engagement with digital marketing. In the transformative consumer research/public policy context, Ross is primarily focused on sustainable consumption behaviors; he has published work in the European Journal of Marketing and the Journal of Business Ethics on consumer dispositions toward prosocial consumption versus self-interest. He has also published on consumer sustainability issues in the Journal of Business Research, Journal of Public Policy & Marketing, and Journal of Consumer Affairs, and presented on consumer sustainability at the 2019 SCA Coffee Expo. Today Spencer breaks down principles and approaches to guide you as you invest in your customer relationships through communication. Amongst other topics we cover: How communication fits in your companies larger strategy Being Consumer-centric Tuning into local Consistency Investing in customer relationships Advantage of agility Internal marketing Creating a communication strategy that is doable long term Links: Spencer on Instagram Spencer on Twitter Paper on "Sustainable Decision Making" JOIN THE KTTS MIGHT NETWORK!!! https://keys-to-the-shop.mn.co 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

It's Founder Friday! Today I am excited to present this live interview with the Co-Founder of Mighty Oak Roasters in Astoria, NY, Peter Moses! You may recognize Peter because he was one of a few people I interviewed on the floor of the 2019 Coffee Fest NYC trade show. At that time they were very much in the planning and build- phase but now Mighty Oak has taken root in Astoria and has gown to quickly become THE spot in the neighbor hood for amazing wood-roasted coffee and an ambiance that is second to none. Mighty Oak has deigned their 1,000 sq.ft. space to not only house a cafe but also all of their roasting and production which is one of the world most sustainable operations. In this interview we go deep into their story, their operations, values, and plans. It was a thrill to see something like this come to fruition and I have no doubt you will get great value from this interview with Peter. Amongst other things we talk about: Wood-fire roasting and its advantages Building a cafe space and roastery at the same time Space challenges Researching design and workflow Leading and hiring people Letting the business tell you how to grow Receiving feedback from staff Expansion insights Personal growth as an owner Links: www.mightyoakroasters.com 142: Entrepreneur Interviews from Coffee Fest NYC (Featuring Peter Moses) 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

Within the fight to stay open there is a pervasive sentiment that we are "letting people down". I have seen and heard this from many sources of late, including from myself. This is a pretty familiar feeling for those of us in customer service jobs and this current context highlights it to the extreme. But is it true? Are you letting people down when you close your doors, or severely adjust service, or close a location indefinitely? Today we are going to chat about this idea and I want to offer some encouragement and perspective that will help balance this thought in our mind and also help you get rooted in what the reality truly is. Sponsors: Batch Brew like you never thought possible: Ground Control Cyclops Brewer Amazing grinders making great coffee easy to achieve BARATZA GRINDERS