Keys To The Shop : Equipping Coffee Shop Leaders

The idea of transactional is not what most of us have in mind when we think about hospitality. We tend to think of that more in relational terms and hold the transactional out as the antithesis to hospitality. What if we are wrong? What if we are mischaracterizing transactions and in the process failing to give our customers the hospitality they want and need? Today we chat about these ideas and how our mindset surrounding this can help us through the business of the holidays and beyond. Links: Keys to the Shop Consulting Related episodes: Simple, Powerful, Hospitality 10 Reasons to Love the Customer The Consumer Revolution This Episode brought to you by ODEKO Painless and accurate ordering and inventory odeko.com/keystotheshop

While tea is a staple menu item in virtually every coffee bar around the world, our understanding of tea can be fairly limited and the selection of teas often stagnates over the years. Much of this maybe because we don't know where to start with tea and need some guidance in our approach and in setting up a dynamic tea menu. All this and more is what will be addressed on today's episode talking about tea with special guest, Jeffery Champeau, Vice President of Business Development at Rishi Tea! Rishi Tea and Botanicals has been an importer of organic teas and botanicals from the very best sources since 1997. Their Direct Trade is founded upon long-standing, personal relationships with growers who cultivate ecologically sustainable gardens in remote locations around the world. They offer a highly curated. variety of teas and botanicals from Ooolong, green , white, and pu-erh - to matcha, chai, botanicals, and more. Jeffery has been with Rishi since 2011 but has been fascinated by and immersed in the culture and world of tea for the better part of his life. He possesses a deep understanding of the history and culture of tea as well as its preparation and is passionate about advocating for the farmers who make it all possible. As Jeffery has traveled the world experiencing tea in many different settings I am excited to talk with him specifically about where we stand coffee shops his advice to help us present tea with the same care and mindfulness we give to our coffee. In this episode you will learn: A little history of Rishi and of Jeffery's path into tea How does Rishi curate their offerings? Building sustainable relationships with tea farmers Basics of tea and tasting tea What has changed in how coffee shops approach tea over the years What are we doing wrong Best practices should be adopted to make great tea How to build a great tea menu Links: www.rishi-tea.com Instagram Related Episodes: 037: Chocolate and Coffee w/ Brian Bykke 117 : Coffee and Cocktails w/ Amanda Whitt 039: Lessons from the Restaurant Industry w/ Eric Cattiatore Prima Coffee: Now listeners get 5% off their purchase (some restrictions apply) when they use promo code "HOLIDAY5" Visit : www.prima-coffee.com/keys Pacific Barista Series: Plant Based Performance Beverages www.pacificfoods.com/food-service

In just 7 years, Onyx Coffee Lab has become one of the industry's most recognizable, respected, and progressive coffee companies. Whether you know them from their championship performances on the barista, brewers, or roasting competition stage - their multiple Good Food Awards and Golden Bean coffees - or their effort in transparency and exquisite retail shops, Onyx Coffee Lab is an inspiration in presentation AND in substance to the global community of specialty coffee. Today we get to talk with one of the founders of this awesome company, Jon Allen, and dive into the details of how he and his wife, Andrea Allen, built, grew, and operate this business. I am thrilled to have been able to talk with Jon and to present this very insightful conversation to you all! Enjoy be sure to check the links below to learn more! In this episode you will learn about their: Vision and business philosophy Early and current expansion Discovery of strengths and weakness Delegation and appointing of leadership Development of their roasting program Approaches to hospitality Who they are aiming to serve as their primary audience Hiring practices Marketing and branding Links: Onyx Coffee Lab Onyx on Instagram Interview of Andrea Allen reflecting on her 2018 performance on "Legacy" What your Roaster wants you to Know w/ Mark Michaelson, Onyx Coffee Lab. Interested in Keys to the Shop Consulting services? Let's talk [email protected] Get on the Keys to the Shop email list and get the transcripts, bonus audio, and extra resources! Click Here! 5% off your purchases at Prima Coffee form now until January 31st! Just use the code "HOLIDAY5" when you visit this link! www.prima-coffee.com/keys

Shop Local! Small Business Saturday! Independently Owned! These are phrases we use to get people to come in to our stores and support the local economy. That's all well and good but do we deliver the quality people expect? Or do we rely a bit too much on being local to cover up for our shortcomings? Today we chat about this issue of using our small business status to excuse ourselves from improving and the better approach to delivering value where it counts. Related Episodes: How we Ruin the Specialty Experience 10 Reasons to Love the Customer Toxic Traditions Customer Experience vs Coffee Quality Acceptance of Dysfunction Feedback Culture This Episode brought to you by: Painless ordering and inventory with ODEKO odeko.com/keystotheshop www.keystotheshop.com/consulting

Opening a pop-shop is one of a number of great ways to get started in specialty coffee retail. It is a lower start up cost, you get to test the concept, and you get to know your community (and they, you) in the process. Today's guest, Nikki Outlaw, has just wrapped up her first year running her pop-up coffee shop, Anecho Coffee. In this conversation we get to hear about her journey into opening Anecho, her experiences in this first year, what she has learned about business, operations, and herself along the way. I hope you are encouraged by Nikki's story and the dedication she has to improving the business and providing great hospitality experiences to those Anecho serves. Enjoy! Links: Anecho Coffee Instagram Related Episodes: 115: Finding Success in Mobile Coffee 174: Saying yes to Business Opportunities 55: Personal Growth and Development w/ Jared Turby of Cat and Cloud Interested in Keys to the Shop Consulting services? Let's talk [email protected] Get on the Keys to the Shop email list and get the transcripts, bonus audio, and extra resources! Click Here! 5% off your purchases at Prima Coffee form now until January 31st! Just use the code "HOLIDAY5" when you visit this link! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

Ignore your baristas, but listen to podcasters. Ignore your staff, but listen to authors. It is too easy for us to immediately turn to outside resources and , in the process, discount and overlook the resources we have under our very noses. Today we chat about the proper mindset to have when you pursue resources and the problem of being blind to what we have. Related Episodes: 165: The Art of Deep Listening w/ Oscar Trimboli Shift Break: "I'm Sorry" Don't You Forget About Me Visit our sponsor Odeko to make inventory and ordering a breeze! odeko.com/keystotheshop

Growing and learning from the experiences of others is what this show is all about. A lot of growth and learning happened this past weekend in Tacoma during the Coffee Fest PNW trade show where I was able to record three interviews with people I met during my seminars. In order of appearance we will be hearing from: Scott Palmer who, along with his wife Alana is opening Palmer House in Grand Rapids, MI in the Spring of 2020. Next we talk with Kristine McRae who owns Bering Tea and Coffee in Nome Alaska. Finally we wrap up with Stephanie Kayser, Director Operations for Dalina in Vancouver, BC, Canada. All three of of these interviews offer unique insights that will help and encourage you in your coffee journey and it was a joy to get to meet them and hear their stories. Some of the things we will learn about are: Building a shop to truly serve the customer Listening to your staff Having empathy and the big picture in mind The importance of communication and constant learning Expect another one of these Coffee Fest interview episodes next time for Coffee fest NYC. This time with even more interviews and tons of value. Links: Dalina Bearing Tea and Coffee Recommended past episodes: 079 : Interviews from Coffee Fest Baltimore 2018 142 : Entrepreneur Interviews from Coffee Fest NYC! 2019 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 Go visit our awesome Sponsors! Prima Coffee: Now listeners get 5% off their purchase (some restrictions apply) when they use promo code "HOLIDAY5" www.prima-coffee.com/keys Pacific Barista Series: Plant Based Performance Beverages www.pacificfoods.com/food-service

Managers are looked to all day long as agents of clarity. Questions are a constant and this aspect of management is core to being able to drive results in creating a great culture and a successful bar. That said, it can be frustrating since you don't always have the answers and the steady drip of questions and need for clarifying information can wear you down. Today we are going to chat about the importance of being the point of clarity and the issue around it. Related episodes: Communicate, Duplicate, Repeat Creating a Feedback Culture Why it's OK to be the Boss w/ Bruce Tulgan More great episodes on www.keystotheshop.com/episodes Visit our sponsor Odeko to make inventory and ordering a breeze! odeko.com/keystotheshop

One of the world's most compelling cafes is also run by one of the world most iconic and trusted espresso machine companies. Located in the lobby of KEXP, the La Marzocco Cafe in Seattle, WA has been operating for almost 4 years. Every 4-6 weeks the cafe is taken over by different world-renowned roasting companies who design a full experience that represents their brand to the guests visiting the shop. La Marzocco Cafe staff and management are not only tasked with representing the coffee well in each residency, learning new workflows, and information - but they must also be able to communicate the ethos and vision of the resident roaster to the customers who come to experience what that particular roaster has has to offer. When you are essentially opening a new cafe every month you need systems, communication, and the right people to work in this environment of constant change. This is what we will be discussing today with the two people who head up this mammoth effort, Program Director, Amy Hattemer and Cafe Manager, Carolyn Reddy. Between the two of them we get an inside look at how the cafe came to be and how it operates such an amazing concept so successfully. In this conversation you will learn about: The genesis of the La Marzocco Cafe Their hiring and training process Operation of a residency The values that drive the cafe The importance of feedback Managing change seamlessly Links: www.lamarzoccousa.com La Marzocco Cafe on Instagram LaMarzocco Blog * Get the bonus audio and transcript! Get on the email list HERE! * Related Episode: 089 : Andrew Daday, GM of La Marzocco USA : Leadership, Innovation, Service, Heritage 163 : Lessons from Crush the Rush w/ Josh Littlefield 084 : Crushing the Rush Get amazing equipment from amazing people! www.prima-coffee.com Your cafe needs the plant-based beverage goodness of www.pacificfoods.com/food-service

Creating a new role in a coffee shop is often done when we face the prospect of losing on of our key staff members. We scramble and promise the world if they would just stay. This is missing the mark in several ways and today we will be chatting about a better approach that will actually serve the business and your staff better long term. Visit our sponsor! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop

Running a successful business is all about the quality of your decisions. Whether large or small, each one plays a part in shaping the company and either strengthening or compromising it. To help give us a frame-work and foundation for making quality decisions we welcome back to the show, Dave Stachowiak. Dave is the host and founder of Coaching for Leaders, a top-rated management podcast downloaded 10 million times. With more than 15 years of leadership at Dale Carnegie and a thriving, global leadership academy, he helps leaders discover practical wisdom, build meaningful relationships, and create movement for genuine results. Dave is also founder of the Coaching for Leaders Academy, a year-long leadership development cohort. The Academy is an intimate group of managers, executives, and business owners who work personally with him and other participant leaders to develop their leadership excellence -- and empower each other through global relationship building. Among other great things, you will learn about: Modeling habits The role vision plays How to develop courage The value of moving Community and accountability Links: www.coachingforleaders.com Dave on LinkedIn Book mentioned by Dave on Vision: Vivid Vision by Cameron Harold Related past episodes: 059 : Founder Friday! Joshua Boyt, Metronome Coffee 135 : Staying Motivated in the Midst of Difficulty Visit our sponsors! www.prima-coffee.com www.pacificfoods.com/food-service

This is a truly scary reality that so many cafe employees have had to deal with. Symptoms of getting bit by these bosses looks like overloaded schedules, no boundaries, burnout, stress, and unhealthy self-sacrifice to "prove" yourself to the company. Today we are going to chat about this reality and what we can do to avoid it, deal with it , and not to be a blood sucking boss ourselves. Be careful out there! Visit Our Sponsors! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

Creating a coffee bar and working in retail all boils down to practicing hospitality. We want to practice this on behalf of our guests and our staff but without taking a critical look at how and who we welcome in, we are not really showing hospitality. We need to look at our thoughts, behaviors, and actions critically in order to grow in any area of life and it is in that spirit that we are going to be exploring diversity today with one of our industry's most accomplished and impactful thought leaders on equity, diversity, and inclusion, Phyllis Johnson! Phyllis Johnson is the co-founder and president of BD Imports, an award-winning social enterprise focused on responsible sourcing of specialty coffees. The company is the recipient of numerous awards including, Responsible Business of the Year and Diverse Supplier of the Year. A pioneer of the women in coffee empowerment movement, Phyllis led the conversation at the United Nations to secure initial funding and work to support women in coffee initiatives. She has consulted for the United Nations International Trade Centre, leading the formation of the International Women's Coffee Alliance chapters in east Africa. She has had the pleasure of sharing her perspective and the value of working with women entrepreneurs at the World Trade Organizations and United Nations. Her work has been the subject case studies taught at Oxford University and Harvard Business School. Phyllis holds a Bachelor of Science degree in Microbiology from the University of Arkansas, Fayetteville and a Master's in Public Administration from the Harvard Kennedy School. She is the recipient of numerous awards including the Harvard Kennedy School, Barbara Jordan Award for Women's Leadership. Her work was recognized by a 2019 Maggie Award for Roast Magazine article, Strong Black Coffee, Why Aren't African Americans More Prominent in The Coffee Industry. Phyllis has served on numerous boards including the Specialty Coffee Association, the International Women's Coffee Alliance, Coffee Quality Institute, and the National Coffee Association In this episode we will be encouraged, challenged, and equipped with insights to take the first steps in making diversity a reality in the shop or anywhere we have influence. Among may things, we discuss: The power of self examination Getting over the fear found in discussing diversity The business benefits of a diverse shop culture Avoiding tokenization Unconscious bias and blind spots First steps to take and the scale of our action Links: www.bdimports.com Phyllis' Instagram Phyllis LinkedIn Related Episodes: 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 Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Today we are talking about scaling and transitions with the founder of Indie Coffee Roasters, Alec Tod! Founded in 2013 with a home roaster on his back patio, the business has undergone several stages of change and growth over the years to get them to where they are today in their new retail / roasting facility serving the people of Indianapolis, IN. Today we are not only hearing the story of Indie Coffee Roasters but we are focusing on life in the transition points. What was it like to scale the business and what was the impact it had on the relationships of those in charge of the business. It has been 7 years of pretty constant growth and change and Alec lays out what contributed to their success in navigating these inflection points behind the scenes. Some of the things you will learn: The role a solid vision plays in helping guide growth Finding great partners The benefit of taking on investor/partners How to decide what to buy and where to change Being comfortable with role displacement Learning to not let the business run you Avoiding burn-out Links: www.indiecoffeeroasters.com Instagram Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Sometimes we can overestimate how bad the customer is and in the process make ourselves out to be so very righteous. It is a reality in every bar I have seen that we are blind to the double standard for what we accept from the customer vs what we allow for ourselves. Today we talk about this pesky little habit and how we should move forward and away from our tendency to think we are always right. Related Episodes: 10 Reasons to Love the Customer Simple, Powerful Hospitality Self Care 101 Visit Our Sponsors! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

How well do you know your business? I'm not talking about the numbers and the stuff that is accessible through the POS or spreadsheets. I am talking about the life of the business and the people and cultures that make it up. The incredible number of intangibles that create the life of an organization. A lot of us assume we know well enough and instead to being curious and diving deeper into what we have, we search for answers, meaning, insight, etc outside of our organization. Today we are going to be chatting about 7 things to consider when seeking to have organizational self-knowledge. Just like having personal self-knowledge is critical to leading others well, organizational self-knowledge is critical to being able to lead your company. You will learn: Why proximity does not equal knowledge How we rob our staff of attention Attitudes and actions to inspire curiosity The key role of feedback How owners de-value baristas The needed balance to high standards Should you go for big or small changes? Related episodes: SB : Feedback Culture 80 : Changing Things in the Cafe 179 : What you MUST Know about Employee Culture Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

We tend to have a mindset toward systems that breeds a lack of clarity, break downs in communication, and generally an unpleasant and even toxic environment in the work place. Today we are going to chat about viewing systems as a primary form of showing care to staff and where to start in embracing them as such. Related episodes: SOPs FTW The Broken Chair 4 Keys to and Effective Checklist Building Empathetic Systems Visit Our Sponsors! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

Coffee is more than just a drink. It can also be a vehicle for change. Ending teen homelessness through coffee is the vision of today's guests, Brian Washington and Averett Barksdale, the founders of , Rugid Grind. Established in 2019, Rugid Grind is a for-profit coffee provider that, as of now, acts as the sole supporter and funder of The Oneighty Project, a nonprofit dedicated to ending teenage homelessness around the world. Through rigorous studying of the process and the building of their headquarters in Houston, Texas, they quickly built their branding into one that serves a greater purpose while also serving a quality cup of coffee. Rugid Grind is dedicated to giving our customers a quality beverage they can count on, but the goal they have committed ourselves to is much bigger than the beverage they serve. As pastors and frequent leaders of mission trips and outreach projects, Washington and Barksdale have seen the epidemic of teenage homelessness firsthand. Over a million American teenagers will go to sleep tonight without a home, and countless others are teetering on the verge of homelessness. The direct funding we provide to Oneighty helps them execute their vision of ending teenage homelessness and giving the at-risk teens of the next generation a greater chance at success. By purchasing, leasing, and developing houses and finding caretakers who are fit for roles of mentorship and parental guidance, Oneighty seeks to create safe, nourishing environments for homeless adolescents not only in Houston, but all around the world. In todays episode you will learn: What it took to found Rugid Grind and the vision behind it Their coffee learning curve and their adventures in trying to source coffee form Haiti What Brian and Averett experienced when introduced to the specialty community. How they plan to use coffee to end teen homelessness The value of action and having a vision that is bigger than yourself How a community can come together to support a worthy goal What shops can do to take action in their own towns Buy Rugid Grind coffee and support their vision! www.rugidgrind.com Instagram: @rugidgrindcoffee Related episodes: 106 : Changing Lives Through Coffee w/ Pamela Chng of Bettr Barista 139 : Founder Friday w/ Kusanya Cafe Co-Founder, Phil Sipka Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Bringing a new employee onto the bar is often a hasty effort. Unfortunately, when we do this, we end up paying for it in the long run. Today we chat about the sink or swim mentality of on-boarding and what managers need to practice in order to mitigate the negative consequences such a mentality produces. Sponsored by: Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

As goes the culture, so goes the company. This is just a fact. All of us want to be able to say that our employee cultures are strong, vibrant, and dedicated to the vision we have set for the company. Unfortunately though, it aint that easy. Today we are addressing this with what I believe may be the most powerful series of insights you've ever heard on employee culture and how to work for and with it to amazing success. I am so pleased to be talking with the amazing, Stan Slap, author of one of my most recommended books, "Under the Hood : Fire up and Fine-tune your Employee Culture" Stan is the founder and CEO of SLAP company and has spent the last 3 decades specializing in achieving fierce support from manager, employee and customer cultures. They believe within each of these groups there is one problem that has the biggest impact on the enterprise and one solution that is most valuable, coveted and elusive. The SLAP company has cracked the code on these problems and their solutions are highest rated in many of the world's highest rated companies. They are currently working in 44 countries countries and ahave achieved amazing results in employee culture at companies like Oracle, CNN, Timewarner, Google, Starbucks, eBay, Viacom, and Microsoft among many others. I don't know of a more potent example of what good and bad employee cultural engagement than the elbow-to-elbow laboratory that is the coffee bar. This episode is absolutely a game changer and foundational listening if you want to create and lead an amazing employee culture. In this episode you will learn about: 4 of the "7 Deadly Sins of Cultural Engagement" How culture is formed and what it cares about Best practices for engaging and guiding a culture How do we fail our employees? Secrets to scaling culture How to create "cultural legends" Why you cannot coax a culture into giving you what you want Tactics for true communication How do customers factor into your employee culture? There is honestly so much more here and I implore you to get the book "Under the Hood", listen to this episode several times, take notes, and see how big of an impact these insights have on your company. Links: www.slapcompany.com Remember to sign up to be put on the Keys to the Shop email list to get weekly resources, bonus audio from todays guest, transcripts, and more. Just click HERE to sign up! Related Episodes: 083: 6 Essential Books for your Professional Growth 6 Essential Books for your Professional Growth 018: Hiring, Culture, and the Future of your Shop Visit our awesome Sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

There are many qualities that contribute to being a solid professional in the coffee shop. Today we are going to focus on two particular qualities that are very critical to get right in the beginning and can set you up for success in the future. Please share this and the related episodes below with your barista staff! Related episodes: ep14: A Barista's Guide to Advancing ep31: Essential Advice for New Baristas ep56: The Sleepwalking Barista Sponsored by: Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

We all know that training is one of the most critical skills to master in the professional coffee world. Entire careers are made or broken by the influence of a great or a terrible training experience. It stands to reason then that we would go out of our way to find the best examples of training done right and learn from their sucCess in helping others grow their skills. Today that is exactly what we are doing as we talk with the amazing, Emma Haines of London School of Coffee and Caffeina Consulting. Emma is a SCA AST Barista Skills, Sensory & Brewing and has worked in hospitality and catering training for the last twelve years. For the last eight years, she has focused on coffee training, in particular specialty coffee training and how to incorporate specialty elements into commercial environments. She works all over Europe and beyond and is a resident trainer at London School of Coffee.She has a strong passion for inclusivity, as reflected in her role on the SCA Equity, Diversity & Inclusivity Taskforce. Emma's delivery of training ensures that the ability to grow to love coffee and turn it into a passion is available to all, regardless of background. The heart of what drives Emma is summed up in how she describes her role as trainer, "Facilitating a students learning journey" and in this conversation you will be given many insight into how you can better facilitate your students learning journey. I am so excited to share this interview with you all! We discuss: Emma's unique road to training Her philosophy and approach Methods for facilitating true learning Being confident and caring Providing a safe place for questions How to encourage learning vs rote memorization How to balance what people want vs what they really need Managing outcomes Links: www.londonschoolofcoffee.com www.caffeinaconsulting.com Related Episodes: Training Masterclass w/ Gwylim Davies Mastering the Art of Training w/ Dave Stachowiak Training Principles for Specialty Coffee w/ Anne Nylander Visit our awesome Sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Coffee! Beer! Founder Friday! Today we get to talk with founder and owner of Tap Room Coffee and Beer in Atlanta, GA. Jonathan founded Tap Room in 2014 and since then has seen great success creating amazing coffee and beer experiences for both his staff and customers. As an Atlanta native he and the shop have been embraced by the community very well and have a deep passion to serve that community with all they have. In addition to running Tap Room, Jonathan serves as a coach and consultant for entrepreneurs and coffee startups. He has a passion for genuine personal connection and helping others discover and fulfill their life's calling. As you will see in this interview, Jonathan strives to maintain a healthy balance between business, being involved in the community and church, and living a joy-filled life with his wife and four kids. This conversation dives into the story of what led Jonathan to start Tap Room and the details of operating the shop, recent expansion, balancing life and work, and managing all the relationships and responsibilities that come with owning your own coffee retail business. In our conversation we cover: Risk and business relationships Customer retention Hospitality to staff Building relationships Balancing life and entrepreneurship Funding the shop Different set up and build out for beer and coffee Advice to other coffee business people Don't sleep on this interview! It is sure to inspire, inform, and get you thinking about ways you too can create more margin for life amidst work while still having excellence in you shop. Links: www.taproomcoffee.com Taproom on Instagram Sprudge Feature on Ground Floor Coffee Ours Sponsors! www.prima-coffee.com www.pacificfoods.com/food-service

There is a little problem we need to talk about that may not seem like a biggie but can wear away at morale and breed needless frustration. The bar area can sometimes attract a variety of staff members who are not on shift or are from other departments. Over time the bar starts to be treated as a pantry or lounge and not a professional work environment. Today we are chatting about this devolutionary phenomenon and some solutions to aid in developing respect for the bar and the people who are tasked with its upkeep. Please take a moment to visit our sponsors! Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

We will always have our emotions with us at work. In the fast-paced customer facing work of coffee retail we can cycle through a whole host of emotions in just one shift and not all of them are helpful to the situations we find ourselves in. One way we have tried to deal with it is by denying our emotions and detaching. Today's guest is going to challenge us to become emotion scientists and embrace the emotions we have at work to harness them for both great business outcomes and our over-all health as we engage in daily emotional labor. I am so pleased to welcome to the show, Andrea Hoban! Andrea is Co-Founder and head of learning at Oji Life Lab, and has more than twenty years of experience in leading large teams and building business. She is a certified executive coach and leadership development practitioner who has helped hundreds of professionals learn to harness their emotions to achieve their goals. At Oji, she is reimagining the way we learn skills like emotional intelligence to directly impact the quality of our lives. I believe this episode is one of the most important ones you can listen to. Emotional intelligence has such a profound impact on not only our careers and personal lives, but on those we lead and the people we serve. If we want strong people, teams, and businesses then harnessing our emotions at work is the first step in that direction. In this episode you will learn about: The correlation between emotions and achieving business outcomes How the leaders emotions impact the company How to use negative me potions for good Mood regulation Increasing self-awareness Noticing blindspots and biases Healthy approaches to emotional labor and much more! Links: www.ojilifelab.com Andrea Hoban on LinkedIn Related Episodes: Deep Listening w/ Oscar Trimboli Self Care 101 Dealing with Stress in the Cafe w/ Joe Sanok Need reliable equipment and even more reliable service? Check out our sponsor, Prima Coffee! www.prima-coffee.com

When it comes how we divide our attention and energy we can tend to skew to one side or another. This leaves us with too much focus on one area and not enough in another which ultimately makes a sustainable coffee job impossible. Today on Shift Break we are going to talk about the importance of recognizing the need for balance and how to achieve it on shift for a great career. Effortless Inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

When the fridge goes down, the ice machine is not making ice, and the display case is making weird sounds...it's time to call a tech ASAP! Well that is exactly what we did in this episode. Today we get to talk to master refrigeration technician, Luke Peterson of The Maintenance Dept. The point of this conversation today is to give you the knowledge and tools you need to properly care for the other pieces of non-coffee equipment that keep our businesses running well. Not many of us take measures to install, use, and maintain our refrigeration equipment properly and as a result we end up out of commission and paying huge bills. This can all be avoided and Luke is here to tell us how! Be sure and subscribe and share this episode with a friend! LINKS: The Maintenance Department Our Sponsors: www.prima-coffee.com www.pacificfoods.com

Bar backing is one of the most important roles in the cafe. Either as a dedicated position or as a set of responsibilities shared, when it is embraced and executed well, it makes the whole shift successful. Today we chat about this critical part of the bar and some mindsets and best practices for bringing it into focus and working as a bar back with joy and pride.

How do you decide which opportunity for expansion is good and which one is not for you? If you are in business you will get offers to open a location in many different contexts but when you are knee deep in operating your first store it can be challenging to see the next step clearly. Today we are getting the perspective of one entrepreneur who is expanding to a second location within the first year of opening his first shop. Kyle Wells is the co-owner of Torpedo Coffee in Denver, CO and a past Founder Friday guest. I wanted to bring Kyle back to give us insight into his own process of accessing opportunities and making the decision to say yes to one of many the have been made since opening. Kyle and his wife Falene are are true entrepreneurs and Kyle communicates very clearly and with a balanced perspective about that life and in this interview he lays out a lot of very useful information that you can use to help you on your own journey In the conversation you will learn: How this opportunity won Kyle over The signs that you are ready to say yes to expanding How to prepare yourself for the added responsibility How to prepare you team and invest into the current culture The importance of delegation, systems, and trust The importance of working "on" your business not "in" it Kyles advice for how to assess opportunity Links: @Torpedocoffee @theclosequarters www.torpedocoffee.com Founder Friday w/ Kyle Wells "Before and After" Need consulting or training? Lets talk! [email protected] www.keystotheshop.com/consulting

Customers impression of your business is going to be filtered through the lens of their past experiences in coffee. Unfortunately that is too often a bad thing and the memory of bad experiences far outlasts the memory of a good one. Today we chat about the important role we play in delivering positive experiences to re-write the script for our customers and their default view of coffee and service work in general. For consulting and training contact : [email protected] Or visit: www.keystotheshop.com/consulting Related Episodes: 10 Reasons to Love the Customer Simple, Powerful, Hospitality w/ Philip Paul Turner Why YOU are Key

To be successful in retail coffee today you need to be able to give your time and attention to the things that will truly make a difference. The standards for what makes a truly great and sustainable shop is as high as it has ever been. Today we are going to be talking about five areas that are critical for you to focus on in today's retail coffee industry. I cannot tell you how strongly I feel about the importance of these points as I have seen many shops either fail or succeed based on their omission or adoption of them. Please take the time after listening to reflect on your situation and see how you can take steps to improve in these five areas: Hospitality as Priority Accessibility Genuine on-line presence Customer Education to Equip Quality Leadership and Accountability In this episode you will learn: The place of hospitality in a shop to fuel success Why quality coffee is not enough The next level of customer education Managing expectations and living values on-line The critical state of leadership in shops and what to do about it www.keystotheshop.com/consulting [email protected] Related episodes: Social Media 101 6 Truths About Power Good Authority Instant Specialty Coffee Hosting Consumer Coffee Classes 10 Steps to Being a People First Leader

It is easy to be so focused on comparing yourself and your business to what you see in the industry that you end up ignoring your customers and the community your shop serves. Today we are chatting about this all to common mentality and what it looks like to be put the priority on serving your actual customers.

This is absolutely critical! One of cornerstones of running a coffee bar is the ability to stay in tune with the performance of the people that work in it. Having a system for tracking behavior that is either praise worthy or in need of correction is a must. Many shops that just shoot from the hip when it comes to correction or affirmation end up seeing their best people frustrated and their problem people hide out too long in the ranks, spreading toxicity to the others. Today we are going to talk about some ideas and steps you can take to make tracking a performance a reality in your cafe so you can have a vibrant and thriving team the knows that the leaders are paying attention and are there to facilitate their success. In this episode you will learn: The importance of tracking performance How to prepare yourself to launch a system and actually stick to it. Ideas for tracking and rewarding praise worthy behavior A step by step process for corrective action The cultural hazards of correction applied poorly Your role as a coach in the corrective process The importance of having a balanced view of your staff Links to related episodes: The Affirmation Vacuum Why its OK to be the Boss Interested in consultation or training for your coffee business? Reach out and lets have a conversation! Reach out! [email protected] www.keystotheshop.com/consulting

The Indian specialty coffee market is growing by leaps and bounds. Today's guests Matt Chitharanjan and Namrata Asthana and their company, Blue Tokai Coffee Roasters, are part of the reason why Indian people are switching from instant and drink more amazing Indian coffee at home and in cafes. From humble beginnings working shoulder-to-shoulder packaging their roasted coffee in a home's 2 spare rooms - to now 25 cafes, over 300 staff, and partnerships with over 25 Indian coffee estates, Matt and Namrata have been able to build an incredible business that makes Indian coffee the star, creates amazing coffee professionals pouring resources and training into their staff, and successfully introduces the average Indian coffee consumer to the wonders of specialty coffee grown in their own backyard. I had such a great time talking with Matt and Namrata, I know you will find this to be inspirational especially if you are a coffee pro or business owner in a producing country. In this episode you will learn about: The specialty landscape in India How Blue Tokai started, scaled, and structure their business The challenges of operating in a producing country How they overcame the hurdles and won the trust of the farmers The value of connecting with your customers on their level How blue Tokai has empowered their female staff What role presence and communication plays in breaking through harmful social norms What Blue Tokai does to continually develop their quality as they grow LINKS: WWW.BLUETOKAICOFFEE.COM More about Matt and Namrata: Namrata Asthana - Co-Founder Namrata graduated from Vanderbilt University with a major in Psychology and a minor in Anthropology. After working in design in Chicago, she moved to New Delhi to work with the American India Foundation where she managed the Service Corps Fellowship (now the Clinton Foundation Fellowship) for three years. Namrata then worked with PepsiCo India as the Communications Manager for four years and moved onto working as Communications Director for the Centre of Development Finance at the Institute of Finance Management and Research. In addition to this, Namrata has also worked with Alliance India and has authored a book on migration and education for the American India Foundation's Learning and Migration Programme. In 2012, she co-founded Blue Tokai Coffee Roasters with her husband, Matt Chitharanjan. Matt Chitharanjan – Co-Founder Matt graduated from NYU's Stern School of Business with a B.S. in finance in 2003. He spent a number of years working in economic research and real estate investing for a boutique consulting firm and hedge fund in Berkeley, California before pursuing an M.A. in economics from the University of British Colombia. After graduating in 2008, he spent several years working on impact evaluation in international development in Jordan and the U.S. before moving to India in 2011 to work on SME access to finance research with IFMR. In 2012, he decided to put his past roasting experience to good use by starting Blue Tokai Coffee Roasters with his wife, Namrata Asthana. www.keystotheshop.com/bluetokai

Which one best describes how staff react to your presence in the cafe? The problem is that, no matter what, management will always be seen in a different light than a barista. The authority managers carry creates a certain tension and that tension either will lead to people fearing you, or being inspired by you. Today we will chat about embracing your authority, breaking down needless tension, and investing in your staff to create a culture that sees your authority in positive light and avoids the all to common fear based authority that drive people from your business. Related Episode: 6 Truths About Power This episode was inspired by a talk I gave to the wonderful retail managers of Phoenix Coffee. If you want me to come to your business for training/ workshops./ or speaking contact me here: [email protected]

What you have on your shelf is of the utmost importance. Tracking it and evaluating its performance is key to being able to make good decisions that will increase the health of your business. Unfortunately we in coffee tend to rely on either our own personal knowledge of what we can see on our shelves or on very rudimentary systems that don't give us enough information. Today we are going to be exploring the importance of accurate counting and tracking of your stores inventory with special guests Pierre-Francois Rio and Albert Amar of SwiftCount. Swiftcount is a cloud-based inventory management solution suitable for small to midsize businesses in a variety of industries. It has been designed to make taking inventory simple, accurate, and easy to manage. Especially nice is the reporting it gives you on the back-end to help you track the flow of inventory, profitability, performance, and more. Albert and Pierre take us through why the company was formed and detail a ton of examples, mindsets, and actionable solutions we can take to get a hold of our inventory which is life blood of our shops. I hope you take notes and apply what is presented today because the importance of this aspect of our businesses cannot be over-stated! In this episode you will learn: What inventory tracking does for your businesses' cost of goods and cash flow Why we tend to rely on faulty ways of measuring this important area of business. Examples of businesses that have seen success from proper inventory management How SwiftCount works The steps we can take to get a hold of our inventory today The mindset to infuse into yourself and your culture so that these practices last well into the future. LINKS: WWW.SWIFTCOUNT.COM Need consulting of training for your coffee business? Reach out! www.keystotheshop.com/consulting Visit our sponsors!!! www.prima-coffee.com www.pacificfoods.com

Being self-aware is over-rated. Why? Because without action following it up, self-awareness becomes useless and quickly creates a situation where we seek scoring status points for being aware and then never do anything about it the thing we are aware of. In short, our self-awareness becomes a vanity virtue and we, and those we lead, suffer for it. Today we chat about this problem and what actions we can take to take action and complete the self-awareness journey.

The design of your shop communicates the level of care you have for your customer and the community. Crafting the details of your space to evoke a sense of connection to place and a feeling of hospitality that matches the quality is absolutely critical. Today we are going to learn about the specific physical and social dynamics that guests look for in a coffee shop with special guest, Dr. Lisa Waxman! Dr. Lisa Waxman, Ph.D. is an award winning professor and chair of the Interior Architecture + Design department at Florida State University. Her research includes topics related to the design of spaces that foster community, sustainable design, and design for special populations. She also serves on the board of directors for the Council for Interior Design Accreditation (CIDA). Dr. Waxman has many scholarly and creative works to her name but we will be focused on one particular study "The Coffee Shop: Social and Physical factors Influencing Place Attachment" In this study we learn of the 5 design considerations that customers most appreciate as well as specific social dynamics that all together influence whether or not a customer will feel a special attachment to the shop, which in turn inspires return business! We dive into this study in today's interview and hit on several other great points to consider when you approach the design of your space. I am truly excited for this episode and the impact it can have on the landscape of specialty coffee retail. LINKS: "The Coffee Shop: Social and Physical factors Influencing Place Attachment" Article: https://www.inc.com/geoffrey-james/coffee-shops-build-employee-loyalty-according-to-science.html Dr. Waxman's Full Bio Please take time to visit our sponsors! WWW.PRIMA-COFFEE.COM www.pacificfoods.com

We communicate either care or apathy depending on how we conduct ourselves on the bar. The way we expertly handle all the work necessary to provide a great experience in the cafe is by nurturing a sense of urgency in all we do. This means the difference between run of the mill, low expectation experiences - and amazing service and quality that wins customers and gives life to your work. Today we are chatting about urgency and the critical role it plays for you and your business. Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

Dialing in your coffee can be hit or miss. There are so many factors to consider for the extremely large variety of coffees we are tasked with brewing. Methods, recipes, and philosophies abound yet still the complexity of brewing remains a barrier to getting the best from your coffee. That is the problem that todays guest, 2013 WBC Champ, Pete Licata has set out to solve in his new book, "How to get the Best from your Coffee". In the book Pete identifies and expounds on 4 fundamentals in brewing: Water, Device & Filter, Grinding, and Variables. He takes readers through his process of identifying key practices and insights into each of those categories that will yield a predictably great cup every time, whether or not you are familiar with that coffee. In this conversation you will learn: How to choose temperature based on coffees density Which material is best for brewing What about our water makes a coffee shine? Is grind uniformity truly the best for brewing? The importance of questioning and curiosity Why our obsession with celebrity is regressive So much more! Go get this book: "How to get the Best from your Coffee" www.licatacoffeeconsultants.com

When a customer comes into our bar they expect that they will be taken care of and the best cafes strive to get the details of the guests visit right. Over time though, there is a migration away from the details. The customer begins to be familiar and with that familiarity there is a falling off of the vigilance and attention to detail that was what made them a customer in the first place. Today we chat about this phenomenon and how we can re center our service to our best customers so they continue to feel cared for. Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

The most confusing moments in the day are when the shifts switch. People finishing tasks, gathering items to leave, and others coming in tying to get caught up to speed, get situated, and find their place. It can get chaotic and customers are often left wondering which one of the haired people behind the bar is going to notice that thy are waiting to be served. It rarely goes very well Unless of course, you have a plan. That is exactly what we are going to talk about today in this episode. With just a little bit of intentionality and communication we can take what is usually a tangled mess and straighten it out to something that sets up the staff for success and the customer for a good experience even if they do happen to show up during the switching of the shifts. Links to related episodes: Working Clean(Shift Break) 4 Keys to an Effective Checklist(Shift Break) SOPs FTW You Need SOPs (Shift Break)

From the Founder Friday vault we are diving into the subject of how to care for your staff, staff culture, and setting up yourself and your people for success with amazing past guests Lauren Crabbe of Andytown Coffee Roasters San Fransisco, Dorian Bolden of Beyu Caffe and Beyu Blu,Durham, NC -Jonathan Rubinstein of Joe Coffee Company NYC, and Kathy Turiano of Joe Bean Roasters in Rochester, NY. I have pulled out some clips from each of these amazing founder's episodes that will address this subject. We have now had 30 conversations with some amazing founders here on the show and one of the things they all have in common is that the care for their people is of primary importance. In fact, the cornerstone of the most successful shops is that they are in constant, substantive conversation with their staff about their needs and the needs of the shop as they experience it. I hope will inspire you to make the care for your staff a tangible and consistent foundation of your leadership and business. LINKS: Founder Friday w/ Lauren Crabbe of Andytown Coffee Roasters www.andytowncoffeesf.com Founder Friday w/ Dorian Bolden of Beyu Caffe / Beyu Blu www.beyucaffe.com Founder Friday w/ Jonathan Rubinstein of Joe Coffee Company NYC www.joecoffeecompany.com Founder Friday w/ Kathy Turiano of Joe Bean Roasters www.joebeanroasters.com

Sometimes it seems like everything is crashing down around you. You break a cup, your co-workers are annoying you, customers are frustrating, you're tired, you can sense that your are 2 seconds away from biting someone's head off, and it's only 8am! In short you feel like you're about to lose it. We have all been there. The question is, how do we get ourselves out? How do we overcome this thing that threatens to overcome us? Today we chat about some powerful things to do to reclaim emotional control of this familiar situation and I share a bit about my personal struggle with anxiety, and how the tools detailed in this episode have helped both on the bar and in life. Inventory Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

When we listen, we tend to stay on the surface of what is being said but rarely ever venture into the deeper meaning of what is being communicated. This means we enter into dialogue with staff and customers only hearing a fraction of what can be perceived and as a result our personal and business relationships fall short of their potential. Today we are going to take our listening skills to the next level and learn about the art of "Deep Listening" with our guest, Oscar Trimboli. Oscar is an internationally recognized coach, mentors and speaker who spent over ten years with Microsoft Office leading the Australian division to great success. He created extraordinary opportunities for through the "Microsoft Protege" program that gave young professionals in the company access to mentors and coaching. Oscar is also the author of the new book "Deep Listening: Impact Beyond Words". In this book Oscar codifies into a very intuitive and easy to understand format the art of becoming and taking on the practice of being a Deep Listener. It is essentially a field guide that will transform you from the inside out and take your communication skills to a level that honors and explores the depth of each conversation you have. In this conversation you will learn: The 125/400 rule How we miss each other in conversation Overcoming distraction The cost of not listening Simple actions to change of your physical state to prepare for listening What we gain from deep listening Tactics for fixing the way we listen Why listening to yourself is the first step The 5 levels of listening The 4 villains fo listening Please do yourself and everyone around you a huge favor by visiting Oscar's website: www.oscartrimboli.com Download the 5 Levels of Listening and buy the book: Deep Listening: Impact Beyond Words Here are some related episodes: Shift Break: Feedback Culture Solving Co-Worker Conflict Confidence in Conflict Shift Break: The One-on-One

This phrase is rarely heard in the cafe, especially not from leaders. Too many shop cultures are void of genuine and humble apologies as those with authority wrongly suppose that doing so would compromise their position. Nothing could be further from the truth. Today we will chat about the power of a good, heart felt apology, and three do when measures to take if you want it to make a difference. This is such an important leadership skill and one that, if practiced well, can stop a huge number of dysfunctions from springing up further down the road. Manage your inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

For so many people cold brew is the first step into the world of specialty coffee. In order to truly serve our customers well we need to make sure that, when we offer cold brew, we do it in a way that is engaging, fun, relatable, and helps showcase to them the vast possibilities of specialty coffee. Well, today we get the privilege to talk with the someone who has spent year exploring, tasting, and talking to creators of some of the best cold brew out there. Rachel Dillon is the host of "The Cold Brew Chick" podcast. A show that takes a deep dive into the multi-faceted world of cold brew and the story of those who produce it. Today she sits down with us and gives us 6 tips on how how we can level-up our cold brew game from all that she has learned from her own conversations and experiences as the ultimate cold brew consumer You will learn about: Why Nitro may not be for you What immersion cold brews can offer The power of samples Flash chill vs cold brew The importance of integrity in marletign How to stand out when you bottle your cold brew Helpful and customer focused mentalities toward cod brew Links: www.coldbrewchick.com Instagram Related episodes: Consumer Revolution Decoding Decaf 10 Reasons to Love the Customer

Huge problems come up for staff and customers when we are not on top of the may unique situations that spring up on the bar. In spite of trying to be preemptive and plan for all possible scenarios you will have baristas who make drinks differently, customers who are not charged for things they should be charged for, and many other types of exceptions that will be made on the bar without your knowledge. Customers end up frustrated at inconsistency and baristas end up confused. Today we are chatting about actions you can take to manage these exceptions now before they develop into toxic traditions later. Manage your inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

There is no better feeling than when the cafe gets busy, the pressure is on, and you and your fellow baristas dig deep, communicate well, get orders out quickly, accurately, and keep the bar clean in the process. You just crushed it! This is the idea behind La Marzocco USA's amazing team based competition, Crush the Rush. A competition who's aim is to re-create a rush in a cafe under but with even more pressure than normal and to test team's ability to handle that pressure with professionalism and grace. Today we get to talk to the one and only, Josh Littlefield, Events Manager for La Marzocco USA & the man spearheading Crush the Rush and its 2nd country wide tour. In our discussion we chat about the competition's creation, goals, format, and the lessons we can learn from the both the mistakes and successes of the many teams that have all competed in Crush the Rush. You will learn about: Grace under pressure Recovery from mistakes Accuracy and speed Good communication when it counts Handling unforseen challenges The importance of cleanliness and organization Be sure and follow the link below to find more info about signing up for Crush the Rush! LINKS: La Marzocco USA Instagram La Marzocco USA Blog Listen to these related KTTS Episodes: Crushing the Rush Drink Drills! Working Clean Order out of Chaos

Caring for staff is one of the main functions of leadership. Unfortunately, the reality experienced by baristas the world over is that of a dysfunctional, ambivalent, sometimes toxic, or even abusive culture that disregards the welfare and voice of the employee and safe guards the disfunction of the system and the people who run it. Today we chat about how to approach this problem in a proactive way and the mindsets that will put you on the right path for properly care for the people who care for the shop. Links: For more info and stories from the group of baristas that inspired this Shift Break please follow: @coffeeatlarge on Instagram Below are curated links to past episodes that will act as a primer for being a great leader in the cafe: #67 : 6 Truths About Power #121 Working From Your Strengths #4 Leadership in the Cafe :10 steps to being a People First Leader #109 Leadership Abandonment Syndrome #13 Leadership and Management Master Class w/ Eva Attia #105 Leadership and Management Masterclass w/ Maria Cleavelend #28 Why It's OK to be the Boss w/ Bruce Tulgan #55 Personal Growth and Development w/ Jared Truby #18 Hiring, Culture, and the Future of your Shop #80 Changing Things in the Cafe Shift Breaks: Don't You Forget About Me Would You Hire You? Self-Betrayal and the Art of Action People Not Objects Building Empathetic Systems Please Clarify Acceptance of Dysfunction The Affirmation Vacuum Toxic Vulnerability The One-on-One Manager Top 3