Keys To The Shop : Equipping Coffee Shop Leaders

It's Founder Friday and today we get to hear from the 2x Barista Champion of China and owner of M2M Roasters & Uni Uni Coffee , Jeremy Zhang. In this conversation we get a look into Jeremy's road to specialty coffee through competition and the founding of his coffee businesses M2M Roasters and Uni Uni Coffee. We discuss the challenges that came with opening in a Nanjing's relatively new coffee market that is just waking up to specialty coffee, hiring and training staff, how they approach training, quality control, operations, and his goals and mission for coffee in China. Jeremy's efforts are helping set the space for what specialty coffee can be in China and it' such an honor to get to talk with and learn from him on the show. Enjoy! Links: Jeremy's Instagram

It is easy for us to become jaded and to pass on our cynicism to the customer. How can we come along side them and be their guide tot this new world of specialty coffee and the your cafe? We chat a bit about this today on shift break.

Wholesale! It is a vital part of both your success as a roaster-retailer, and the success of specialty coffee globally. Setting up a program that is sustainable, true to your values, and serves your team and your customers well is an absolute priority. It is no small task to venture into the world of wholesale as there are a lot of complexities and hurdles that will need to be worked through along the way. Having a great foundation laid is the first step and today's guest, Sarah Richmond, does a fantastic job laying that foundation for us. We discuss integrity, values, servant leadership, systems, pitfalls to avoid in wholesale, books you should read, and 5 key steps you need to take in setting up a program that will bring joy and growth to you, your team, your business, and your customers. Honestly, Sarah is the kind of person any professional would want as a mentor and having her in the program is an absolute privilege. Please listen deeply and enjoy! LINKS: Books: Mindset by Carol Dweck Dream Team by Shane Snow Podcasts: Learning Leader w/ Ryan Hawk

Competitions are great for their ability to energize, challenge, and foster growth in baristas. The question is, are we doing the same for our staff? We chat about this important issue today's edition of Shift Break!

Baristas speak and we listen! Learning form others experiences and allowing the way we chart our course to be influenced by the best input from our peers is an essential element of healthy community. I was able to attend the Coffee Champs event in Nashville where I had many great conversations with professionals from all over the country. I recorded and am sharing 3 of those conversations. I interview Adam Jacksonbey of the soon-to-be-open "Tell Coffee" D.C., Kat Melheim of The Coffee People Zine and Roaster at Allegro Coffee in Denver, CO, and Kristina Jackson of Intelligentsia Coffee in Boston Mass. We talk about what drives them to pursue a career in coffee, what makes a great barista, what makes a great leader, what challenges did they have to overcome in heir careers, and how do they want to leave their mark on the industry. I hope you leave these interviews encouraged and inspired! Links: Adam: Twitter Kat: Coffee People Zine Allegro Coffee Instagram Kristina: Twitter Boston Intersectional Coffee Collective Intelligentsia

There is always room for more clarity in communication. This is especially true in the coffee shop where so much vital information can fall through the cracks when it gets busy. Today we chat a bit about how duplication and repetition creates a better chance at getting cafe-wide adoption of any initiative.

Our industry is blessed to have so many wonderful women contributing their greatness and inspiring us all. Laura Gonzalez knows this to be true and founded the Strong Women of Coffee project to help them tell their story and give them a voice. Today we chat with Laura about her experience in running this project and what she has learned along the way. We discuss common challenges women face in the industry, double standards, and also what practices we can adopt in the cafe that she believes would help give more opportunity to women and other marginalized groups. It was such pleasure to talk with Laura and I hope you gain some perspective and adopt some practices that make a difference in how you run your shop and lead your people. Links: www.strongwomenofcoffee.com Follow on INSTAGRAM

There is more to a business than just our vision and goals. When we create anything we are involved in a conversation. Today we chat about how to approach your goals and creative projects in a way that takes into account the big picture.

If we want healthy businesses that produce amazing coffee experiences then becoming better at training and teaching coffee needs to be a constant pursuit. There are hardly any books out there that speak directly to the situations coffee trainers find themselves in...until now! Anne F. Nylander has written the book "Training Principles for Specialty Coffee Professionals" and it acts as a guide book that is foundational for success as a trainer, and consequently the success of your trainees! In my conversation with Anne we go over each section of the small but mighty book and talk about the details behind each of the principles she writes about from her over 16 + years in coffee/consulting/training. Subjects include learning about learning styles, managing a room, dealing with disruption, planning, setting standards, training roles, and tracking performance. I love that we get to start off the year with such a useful episode with a ton of actionable insight! Links: www.annefnylander.com Instagram Twitter Linkedin

The Mud House stands as an amazing representation of where passion, genuine love of people, and a consistent pursuit of quality can take you. For 10 years now Casey and Jeremy Miller have been operating one of St. Louis' best coffee shops that gives their customers a taste of excellent coffee, food, and hospitality all under one roof. In this conversation they talk candidly about a host of subjects related to their journey opening and running The Mud House. We discuss the challenges of setting up the business, setting up the initial menu, the evolution and organic growth of their company's structure, how they hire, knowing your strengths, allocating money for repairs, leading by example, their vision for the ideal guest experience, and so much more. I am so pleased to have Casey and Jeremy cap off 2018 and I hope their words inspire you as we enter the new year! LINKS: WWW.THEMUDHOUSESTL.COM Instagram Twitter

SHIFT BREAK #33 : As this year comes to an end and many of us are reflecting on 2018 and planning on what we want to pursue in 2019. As we think and put together goals there is one thing that we tend to miss, and in so doing rob ourselves and others of something beautiful. Today we will chat about accurate reflection and how to invest into areas that truly make a difference personally and professionally. Thank you all for an amazing 2 years!

Your espresso machine is probably the most expensive thing you have in the shop. It is also the heart of your cafe's operation. Taking care of it should not be left to chance unless you want a pretty big repair bill or to have your ability to do business come to a complete stand still. To help us in our pursuit of maintaining a healthy espresso machine we are joined by the coffee industry's most experienced, respected, and knowledgable technician, Terry Ziniewicz!!! We will be talking about his top 10 best practices to make sure your espresso machine keeps working and looking beautiful for years to come. We talk about how to implement them and also how to empower your staff to take on some of these responsibilities. As this is airing on Christmas day, consider this a present from Terry, to you and your espresso machine! Be sure to check the instagram post of this episode for details on how you can win a free one year "Baskets Gaskets, Screens, and Screws" subscription! "U.S. shipping only" Links: www.caffewerks.com Caffe Werks on Instagram Upcoming Coffee Fest classes: Espresso Machine Preventive Maintenance Workshop Coffee Shop and Restaurant owner operators often don't think about the basic preventative maintenance of equipment until it is too late and it is cutting into their profits. This introduction to basic espresso machine maintenance will save you money in both long and short term. Properly maintained equipment will last longer and provide a higher quality cup of coffee for your customer. This 2.5 hour informational course covers the basics of preventative maintenance that is essential to keep your espresso machine functioning properly. This class is brought to you by Caffewerks and also offers participants a special offer to receive a free login to the Caffewerks video library of how to's as well as discounts on allied products. Advanced Espresso Machine Repair & Maintenance Workshop This hands on workshop focuses on the basic maintenance and repairs all café owner operators should know. Basic maintenance can save you hundreds of dollars in repairs that are quick and easy to remedy. Industry leader Terry Ziniewicz of Caffewerks will walk you through some of the most common repairs required to keep espresso machines in tip top shape and also provide valuable information on how to train your staff to be just as capable to troubleshoot common issues. This workshop will cover and is not limited to the following: • Basic Functions of an Espresso Machine • Parts Definitions • Daily, Weekly & Monthly Cleaning Schedules • Brew Group Maintenance • Pump Adjustment & Replacement • Steam Valve Repair & Replacement • Adjust & Replace Pressurestat • Drain Maintenance • Water Flow Trouble Shooting

SHIFT BREAK #32 : I love drink drills! They are an essential tool in any training I do because they work VERY well for bringing a up baristas practical bar skills and getting all staff on the same page. Today we are going to talk about what drink drills are and then cover some guidelines for conducting them effectively. When done well, and regularly, your baristas will be able to handle any scenario that comes their way. This episode is based off a question from KTTS listener Kara Lozano of Mile Square Coffee in Indianapolis, Indiana, USA. Thanks, Kara!

No matter where we are in specialty coffee, we have all benefited in some way from the influence of Starbucks and their immense impact on the world stage. Today we get to learn from someone who has not only been in specialty coffee since it first came on the scene in the 70's but has been at the forefront of Starbucks retail innovation and education for the better part of 23 years. I am so very honored to welcome to the show, Sr. Project Manager for Starbucks Global, Major Cohen! To say he has a passion for coffee would indeed be an understatement. Major's passion, curiosity, and fierce devotion to coffee, baristas and the customer experience has helped steer this global coffee powerhouse into it's most progressive expressions beginning with projects as Roy st. Coffee and Tea, 15th Ave Coffee and Tea, and the Reserve Roastery. In our discussion we cover the arch of his fascinating career. From his beginning a second career as a barista at 45 years of age - to gaining the trust of Starbucks executives to influence and educate global markets today. We talk about: Mentorship, keys to success in his career, the unofficial history of Starbucks, what was the catalyst for the company moving into the "3rd wave" framework? The balance of being a team player and being and independent operator, What were the challenges of establishing these concepts? How do these high-end experiences influence the other Starbucks stores? What can we do to advocate for our staff and also provide a great customer experience? There is a wealth of knowledge in this discussion. Consider this a short but densely packed mentorship session with one of specialty coffee's greatest success stories. I know you will walk away with an expanded mindset and a new found energy to approach your work with passion and curiosity. Enjoy! Links/resources: https://news.starbucks.com/ Email: [email protected] Related episodes: Episode 121 : Working from Your Strengths SUBSCRIBE HERE! Click here to vote for Keys to the Shop for "Best Coffee Podcast" in the 10th Annual Sprudgie Awards! STARBUCKS MISSION To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time. VALUES With our partners, our coffee and our customers at our core, we live these values: Creating a culture of warmth and belonging, where everyone is welcome. Acting with courage, challenging the status quo and finding new ways to grow our company and each other. Being present, connecting with transparency, dignity and respect. Delivering our very best in all we do, holding ourselves accountable for results. We are performance driven, through the lens of humanity. Gallup Q12 Questions Do you know what is expected of you at work? Do you have the materials and equipment to do your work right? At work, do you have the opportunity to do what you do best every day? In the last seven days, have you received recognition or praise for doing good work? Does your supervisor, or someone at work, seem to care about you as a person? Is there someone at work who encourages your development? At work, do your opinions seem to count? Does the mission/purpose of your company make you feel your job is important? Are your associates (fellow employees) committed to doing quality work? Do you have a best friend at work? In the last six months, has someone at work talked to you about your progress? In the last year, have you had opportunities to learn and grow? Please Visit our Sponsors! For the best in speciality coffee equipment: www.prima-coffee.com For the most amazing non-dairy performance beverages: www.pacificfoods.com

SHIFT BREAK #31 Regular staff meetings are one of the most important tools for energizing, equipping, informing, and affirming. In order to get the most out of these meetings we will be covering several tips that I have seen work wonders in conducting these gathers. With refinement and consistency the end result will be a more cohesive and well functioning cafe and an increase in staff morale. Links to related episodes: Episode 28: Why it's Ok to be the Boss w/ Bruce Tulgan The One on One

Kids! When you open a shop you are bound to be serving these little hot chocolate drinking future baristas right along side their single-origin cortado drinking parents. The question is, are they welcome?How do we view them? How do you serve them and still serve your older clientele well? What if we want to focus more on the grown ups? What are some best practices in serving families? Today we are exploring the topic by interviewing two different owners of two different cafes (The Old Barracks & Lucabe Coffee) who take drastically different approaches to the issue of catering (or not catering) to kids in the coffee shop. We will talk about their business, vision, and the intentions behind the policies they have in place that they feel best serves their chosen demographic. Each of them are fantastic coffee professionals running excellent shops. Their advice to us from their experiences is invaluable. Links: Lucabe Coffee Website Old Barracks Coffee Website Lucabe On Instagram Old Baracks Instagram Lucabe Coffee on Facebook Old Baracks Facebook Additional Links: https://www.coffeeculture.ie/consultancy/become-a-cafe-owner/ https://theoldbarracks.ie/spilling-the-beans/ https://theoldbarracks.ie/open-coffee-roastery/

SHIFT BREAK #30 One of the most important thing you can have in your journey through the coffee industry is patience. One of the most deadly is passivity. Today we use a helpful analogy to talk about trusting the process, playing the long game, building momentum, and advocating for yourself in the cafe. Related episodes: The Barista Slump Advice for New Baristas The Sleepwalking Barista

Negotiations...No matter what you do in coffee, you negotiate all the time. Whether it is for a raise, a better price from a supplier, or a lease for a new location. The question is not whether or not you negotiate, but do you do it well? Do you get taken advantage of? Do you put others on edge? The fact is that when we are faced with conflict around these small and large negotiations we often come in with an internal and then external posture that immediately ignites the situation and makes it harder, or impossible, to get what we want. This also leads to damaging our relationship with the other party. Today's guest, Kwame Christian is here to solve this problem for us! Not only is he the host of the wonderful, "Negotiate Anything" podcast, but he is also the author of the new best-selling book, "Nobody Will Play with Me: How to Use Compassionate Curiosity to Find Confidence in Conflict" In todays episode we dive into the compassionate curiosity framework 1. Acknowledging emotion 2. Getting curious with compassion 3. Engaging in joint problem solving We also unpack why it is necessary to deal with your own psychology first when entering a negotiation or conflict, clarifying what we actually want, we role play some scenarios for both baristas, and owners, and get deep into the mindset and methods needed to negotiate anything. When it comes to business we need to always be trying to position ourselves in a way that will get the best possible outcome. By following the advice in this episode you will be firmly on the road to confidently doing just that. LINKS: https://americannegotiationinstitute.com Book: Nobody Will Play with Me

It's a very special Founder Friday. I am thrilled to welcome to the show the new World Brewers Cup Campion (and first female WBrC Champ!), Emi Fukahori!!! Not only is Emi the WBrC campion but she also runs the world-class cafe MAME Coffee in Zurich? Switzerland w/ her partner (and 2x Swiss Barista Champ Mathieu Theis. This conversation covers so much in term of Emi's journey in coffee to this point. From discovering coffee, to competitions, to owning and runnnng a shop, we get to hear what she has learned through all her experiences that have made her the inspiration she is. The first half we talk competition and go the behind-the-scenes of her amazing performance. We then talk about the world of coffee shops and her experiences and lessons learned from running MAME. She give a lot of great advice and insights. Theres a lot here so grab a cup and enjoy learning from World Brewers Cup Champion, Emi Fukahori! Links: MAME Instagram MAME Facebook https://mame-coffee.com Emi's Winning Performance

SHIFT BREAK #29 : On the road to starting a shop there are things you must learn and experience that will help you get established. Today, Tim Jones, Founder of Liturgy Beverage Company, joins us on the show for a quick look into the 5 most significant factors that helped him go from a barista to a business owner. Enjoy! If you'd like to contribute to Liturgy's Kickstarter click the link below: https://twitter.com/LiturgyBeverage Also find Time on Social media at the links below: Facebook Instagram Twitter

The Barista Manual, The Book of Knowledge, That Binder That Never Gets Updated...whatever you call it there is usually some assortment of documents lurking in the cafe that is meant to be a resource but is more a source of frustration. Writing a high quality manual for the shop is absolutely critical to establishing a baseline of expectations nd equipping the staff and leadership to successfully operate the business day-in and day-out. Today we will be going over the top 10 things your manual must have to truly be useful as well as actually used. I cannot overstate the importance of having a great barista manual. I hope this episode sets you up to write one that serves your cafe well! Please visit the links below for further learning! For resources on harassment and discrimination visit: The Coffee Too Project Related Episodes: 4 Keys to an Effective Checklist 6 Truths About Power SOPs FTW 10 Steps to Being a People First Leader

SHIFT BREAK #28 : On this years Thanksgiving I am so grateful for all of you listening to this show and for the amazing guests who have shared their knowledge and wisdom with us all! This is simply a note to remember gratitude as it is key to a fulfilling career. Links: Self Care 101 Finding Joy in Coffee w/ Nathanael May

Working the cash register is not often seen as legit barista work. We'd rather be on the machine because we are closer to the actual product. Fact is, the register is perhaps more important than the machine as it sets up the entire experience for the guest. Either they will get a great first impression or they will have a disappointing and frustrating one that colors the remainder of their visit. As a result of our view toward this section of the bar, baristas, managers, and owners alike, under-invest in it in favor of machine and drink training. There is a real opportunity to level up your shops service and quality by re-prioritizing the register to a place of honor. Today we will discuss these things plus 6 skills that should be taught and practiced at the register to ensure the guest gets a fantastic experience and that the shop runs smoothly and delivers a truly special experience. Enjoy! Links: Episode 45: Simple. Powerful. Hospitality. w/ Philip Paul Turner

SHIFT BREAK #27 : When people come in to our shops they have certain expectations shaped by experiences in restaurants, bars, and other cafes. The average experience is not so great and we have an opportunity to exceed expectations. One way we do this is but the quality of attentiveness and attention we give. Today we will talk about one way to help ensure that you are always focused on the needs of the customers first and foremost. Enjoy!

We really do tend to put too much emphasis on what is wrong with us and others. We focus on our weaknesses and simply overlook our strengths. This missing a huge piece of what makes a successful and fulfilling career. Do you want to be able to identify your strengths and use them at work? Would you like to be able to spot the strengths of the people on your team and help them view their roles through the lens of their natural talents? Then today's episode is for you! We are exploring all of these things with Strengths Finder guru Lisa Cummings of Lead Through Strengths. We cover details of what Strengths Finder assessment is and then talk about practical ways to understand and apply it in the cafe that will unlock new levels of morale and productivity for you and your staff. Don't miss this one! LINKS: www.leadthroughstrengths.com Lead Through Strengths Podcast! The Assessment : www.gallupstrengthscenter.com List Of Adjectives – Lead Through Strengths – StrengthsFinder

SHIFT BREAK #26 : Gossip, we have all done it and in the moment it feels good to commiserate, but gossip is a poison that destroys culture and relationships in the cafe. When things annoy you and the opportunity arises to participate in tearing down a co-worker, what should you do instead? How should we be investing into building community in the cafe by building each other up? Today we talk about this very critical issue and I hope it helps you address it with your staff and in your own career. Link: Ep 52 : Solving Coworker Conflict w/ Tom Henschel

SHIFT BREAK #25 : When the weather turns cooler and the holidays get closer, business gets busier. Ironically, at the same time as our shop pick up steam, we seem to lose it. Our capacity to show hospitality tends to drop in the presence of heavy traffic but it is precisely these times where great hospitality is most needed. On this edition of Shift Break we talk about this issue and some solutions to implement as we enter into the busy holiday season. Need training or consultation? Email: [email protected]

Social media is a vast landscape filled with both great and terrible representations of people's brands. At best we enhance a customer's view of us and create an even bigger fan -At worst we introduce confusion, boredom, or anger into the relationship and drive people away. In order to give customers a truly excellent representation of your business on-line you need to know the fundamental best practices that lay the foundation for success. In today's episode we chat with coffee marketing professional, Jenn Chen Jenn guides us through several critical areas that we need to be on top of with our company's social media. When should you outsource? What are the absolute no-no's of social media? How do you engage with people online? All of these and more are answered by one our industries brightest and most sought after media pros. Enjoy! LINKS: www.jennchen.com Twitter: @THEJENNCHEN IG: @THEJENNCHEN Airline Study Brands That Take a Stand When to Outsource Blog Posts

Training baristas effectively is a hugely important task. When done well, it sets them up for long term success in the cafe and in their career. When done poorly, it leaves them without essential tools for understanding the nature of coffee and the work of a barista which leads to frustration and stagnation. If you want learn to excel as trainers then look no further because we have the privilege of talking with 2009 WBC Champion and barista trainer, Gwilym Davies! In this episode we talk about his hospitality based training, the evolution of training approaches over the years, why we should check our ego, needs vs. wants, how to structure your training sessions, preparing yourself to train others, and many other very helpful and practical insights that will help you become a great and effective trainer! LINKS: www.gwilymdavies.cz Instagram @gwilymbarista Twitter @gwilymbarista

It's Founder Friday! Today we get to sit down and learn from the founders of Phil and Sebastian Coffee Roasters, Phil Robertson and Sebastian Sztabzyb! In the course of 11 years, Phil and Sebastian have gone from a small farmers market stall, to an award winning and internationally respected roaster retailer with 5 thriving cafes, a robust wholesale program, and roasting and sourcing operation that regularly pushes the boundaries of quality coffee and raises the bar for the specialty coffee industry. In this conversation we talk about an incredible range of subjects from the challenges and lessons of their formative years with staffing, leadership, operations, and service standards- to their philosophy and practices in green sourcing , quality control, roasting, and training. We cap it all off with some really great advice for those looking to venture into the world of cafe/roastery ownership. I am in awe of the pace that Phil and Sebastian sustain in their pursuit of great coffee and after listening to this interview I think you will agree. Be sure to visit their website to learn even more! Links: www.philsebastian.com Instagram: @Philandseb Twitter: @philandseb

Shift Break #24 : Every day, in coffee shops around the world, baristas notice things that are broken, see things that can be improved, and have ideas that could take the cafe to a new level. The problem is that so much of it never gets heard. Today we will be talking about how managers can give voice to these ideas and also how baristas should go about relaying them. Amazing things happen when you make improvement a grassroots effort when barista and manager are working to help each other make the best cafe possible.

Coffee and cocktails. Baristas and Bartenders. These are basically two sides of the same bar. Today we are going to get to know the craft cocktail and bartending side a little better with the help of coffee and spirits professional, Amanda Whitt! We will be talking about Amanda's journey to becoming a pro in both disciplines, the way bartenders think about drink building and flavor, making great coffee cocktails, mistakes we make combining the two, and tons of insights and tips for how to successfully integrate spirits into your beverage program. Plus we chat about the use of cold brew in coffee cocktails, etiquette for using others recipes, and tresources for further learning. When these two worlds successfully meet it showcases both the coffee and the spirits in new delicious ways. I hope this episode inspires some great drinks! Links: Amanda's Instagram www.gazregan.com The Bartenders Bible -Gary Regan I'm Just Here For The Drinks -Sother Teague https://www.uscoffeechampionships.org/cigs-qualifying-competition/

SHIFT BREAK #23 : We all have had moments where a customer orders something "Off Script" and depending on our attitude we can either see it as an annoyance and hassle, or as an opportunity. Today we discuss how we can see these alterations and requests as opportunities for showing genuine hospitality and truly serving the needs of the guest and what we can practically do to make it a matter of policy.

Coffee shops have become a symbol of gentrification, a process that is made up of a mix of opportunism, policy, and politics resulting in the displacement of communities. As people who tout the love of community and people as being core in our values this issue should worry us. Understanding gentrification is key to being able to take steps in fighting it. Today on the show we are talking with one of the world foremost authorities on the issue of gentrification, Dr. Stacey Sutton. Dr. Sutton is Assistant Professor of Urban Planning and Policy in the College of Urban Planning and Public Affairs (CUPPA) at the University of Illinois Chicago. In this conversation we discuss her work in researching gentrification, the misconceptions people have about it, what is the difference between urban renewal and gentrification, what mindsets do we harbor in retail that contribute to the momentum of gentrification, what is coffee's role in this and how can we take the first steps to being part of the solution? I am so honored to have Dr. Sutton on the show. This is a huge subject and I would encourage you to research further and use this episode as a springboard for learning more about the unpleasant realities of gentrification. I have provided lots of links below to help in this process. Please do reach out to you local schools of urban planning and neighborhood associations to start a dialogue. The coffee shop is often called the 3rd place. A location where people go to gather that is not work or home that contributes to the deep bonds of a community. We cannot hope to offer a great third place unless we put as much effort into how we place ourselves and serve in communities as we do in the coffee we aim to serve those communities. When we do this I think we will see disinvestment and displacement begin to slow, and coffee, for these communities, can move from a symbol of displacement, to a true expression of place. LINKS: Dr. Sutton's Faculty Page Talk at TEDx NY Dr. Sutton Lecture at CUPPA (Spotty Audio) EMAIL: [email protected] Resource: Next City Journal Links to Published Research (Prefaces) Sutton, Stacey. 2018. "Gentrification and the Increasing Significance of Racial Transition in New York City 1970-2010" Urban Affairs Review Sutton, Stacey. 2014. "Are BIDs Good for Business? The Impact of BIDs on Neighborhood Retailers in New York City" Journal of Planning Education Research, 34(3): 309-324. Sutton, Stacey. 2010. Rethinking Commercial Revitalization: A Small Business Perspective Economic Development Quarterly, 24(3): 352-371. Sutton, Stacey. 2007. Dissertation: "Contested Spaces and Countervailing Practices: Inner-City Revitalization and the Agency of Neighborhood Minority Entrepreneurs" Podcasts: Episode 25 of Boss Barista: "There was Nothing Here Before This!" Ashley and Jasper talk with great clarity about the ugliness of gentrification

SHIFT BREAK #22 : One of the main sources of stress and chaos in the coffee bar is the absence of clearly defined standards and procedures for the work. Turn over is, in part, due to a constant feeling of uncertainty related to the quality and accuracy of ones work. Developing and well thought out set of Standard Operating Procedures (SOPs) is one of the most important elements in solving this problem and many other problems in the cafe. They create clarity, certainty, and achievable goals. Today we talk about the importance of SOPs and some of the main steps you will need to take to successfully put them into practice. Be sure to also listen to these episodes: KTTS 057: SOPs FTW KTTS 007: 4 Keys to an Effective Checklist Visit our Sponsor: Square Payroll www.square.com/go/keys

Mobile coffee service is an incredibly important element to a successful coffee operation. Be it farmers markets, luncheons, weddings, or concerts- breaking out of your four walls is the perfect way to get the word out about your brand to your community. It is, however, not without its challenges and does require you to take account of some key differences that you must prepare for to be successful. That's where today's guest Tim Cox comes in. As Co-owner of a brick and mortar shop (Communion Cafe) AND owner of a mobile coffee business (Rail Cart Espresso)he is uniquely positioned to teach us all about what it takes to find success in mobile coffee. We discuss the technical needs, menu design, pricing, site prep, contracts, managing customer expectations, and much more. Get ready for mobile coffee success! Links: www.communioncafe.com

SHIFT BREAK #21 : Working a busy bar AND keeping it clean is one of the biggest challenges we face in the cafe and the importance of how we present the space to customers cannot be understated. Working clean is the key to having a clear head, a ready bar, efficient service, and a cafe that communicates security to the customer. Today we chat about some elements of working clean that will help you create a culture of cleanliness that both you and your customers will love. Related Episodes: Episode 84: Crushing the Rush Episode 2 "Mastering Your Workflow" w/ Ryan Soeder 4 Keys to Creating an Effective Checklist

Sprudge is here!!! Founders, Jordan Michaelman and Zachary Carlsen join me on the show talk about their new book, "The New Rules of Coffee". In this conversation we unpack their creative process deciding what to include in the book, their goal for the content and tone taken in writing these "rules", and what this book means for both consumers and pros. We dive into select rules from each section of the book and discuss everything from snotty baristas, coffee's colonial heritage, mine and Zachary's grandmother's "special" coffee, why you don't need fancy equipment to make great coffee at home, and how coffee can save the world. Jordan and Zachary have been on the leading edge of what is going on in specialty coffee for the better part of a decade through their work with Sprudge. The distillation of what they have learned, seen, and experienced as integral members of the specialty community is written out in an approachable, gently challenging, and refreshingly practical way in this book. With consumers being both our livelihood as professionals, and the main audience for this book, it would behoove us to take note of these New Rules of Coffee. Enjoy! Links to learn more about Sprudge and the book tour: www.sprudge.com Sprudge on Instagram Become a Stockist: [email protected] This Episode is brought to you by: www.prima-coffee.com www.pacficfoods.com

It's Founder Friday! Today we are welcoming the great Matt Milletto of Water Avenue Coffee to the show! This conversation is packed with extremely valuable insight from someone who not only runs his own shop and roastery but has spent year educating and training others to do the same thing. We discuss his path to choosing coffee from growing up with coffee as the family business, the consulting and training at Bellissimo Coffee Advisors, the founding and running of Water Avenue Coffee, and how they prioritize community and partnerships based on their core values. Matt has an unparalleled body of experience in retail coffee and in this talk he delivers so much great advice and wisdom learned from the front lines of specialty coffee. Links: www.wateravenuecoffee.com www.onlinebaristatraining.com www.coffeebusiness.com Books: Small Giants Blue Ocean Strategy

SHIFT BREAK #20 : Today we welcome the first ever guest to the Shift Break series, Joe Marocco! A little while ago Joe posted a brilliant piece on his FB page that he has now graciously given to Keys to the Shop in audio form. Joe is the Coffee Educator at Mill City Roasters in Minneapolis, MN and has been in specialty coffee since 2005. He has been a barista, manager, educator, and leader in the Barista Guild of America. He was also the Director of Education for Cafe Imports and is the Chair of the Membership and Communications Committee for the Roasters Guild Executive Council. This distillation of advice is gold to young and old coffee pros alike who are looking to set a trajectory that will guide them to a fulfilling coffee career. I hope you enjoy Joe's words and wisdom! Links: www.millcityroasters.com KTTS Ep. 20 : Transparency, Origin Knowledge, and Your Shop w/ Joe Marrocco Mill City Roaster School on You Tube

Stories are at the heart of all we do and to truly know coffee, you must know more than dry facts, you must know the story of the people behind it. James Harper has dedicated himself to discovering and giving a platform to the untold stories of the coffee industry on his new podcast, Filter Stories. In this conversation we talk about James' story and how he came to begin such a project, what are the problems with the way we tell stories now in the industry, what can we do to better understand the stories around us and why is that important for us personally and professionally? James gives us examples from both his personal life and from the lives of those he has interviewed to lay out a framework for us that will give clarity and direction for how story can be, not just another buzz word we use to sell coffee, but a powerful vehicle for how we build a caring and close community. Links: www.filterstories.org Instagram Visit Our Sponsors! Need equipment? www.prima-coffee.com Best Non-Dairy Options! www.pacificfoods.com

SHIFT BREAK #19 : Pumpkin spice everything! It's all too convenient to jump on the bandwagon of hating on this, and other, seasonal flavors that may feel to mass marketed for our taste. Today we talk about the best practices and mentality we should have when seasonal flavor expectations are hoisted upon us, and how to view them as a chance to further engage the community and enjoy things together. So grab a pumpkin spice latte and enjoy this episode!

Instead of being a normal part of our professional development, self-care is often a last resort after we have pushed ourself past where it was healthy in a bid to further our career and serve well. Today we chat about some practical ways that you can integrate self-care into your daily life and avoid the burn out that is inevitable when it is not made a priority. We also talk about what managers and leaders can do to help facilitate and inspire self-care in their staff. This is a massively important practice and there are many ways to go about it. I hope this episode helps inspire you to make self-care and kindness to yourself a cornerstone of your professional, and personal, life. Enjoy! Visit our sponsors! www.prima-coffee.com www.pacificfoods.com

SHIFT BREAK #18 : Today we talk about one of the most powerful practices for creating a healthy workplace. Affirmation. In leadership, it is easy for us to veer off into being overly critical, nitpicky, and to focus on the problems and negatives as a default modes of operating. Unfortunately this tends to push affirmation and positive reinforcement aside and leaves staff starved for recognition while creating a crisis of morale. In this episode we discuss some practical ways to make affirmation a cornerstone of your leadership and communication. Related Episode: 004: Being a People-First Leader Sponsor: Square Payroll www.square.com/go/keys

Coffee education can often be a mixed bag. While resources presenting information on coffee and barista work abound, it is hard to come by reliable and well researched best practices that will genuinely help you make better coffee. Enter Matt Perger and Barista Hustle. Arguably one of the best coffee education platforms in the world, Barista Hustle focuses on providing trustworthy foundations in coffee education that you can build your knowledge base on and advance knowing it is built on sure footing. Matt's own propensity for wanting to solve tricky problems in the coffee industry along with relying on a strong community of like minded coffee professionals has fueled the success of Barista Hustle and impacted the global coffee scene in a massive way. Today we sit down with him to discuss what drives him in his pursuit of helping the world make better coffee, the founding principles of Barista Hustle, the importance of being expert in the basics, in-house training, proper use of outside resources, how the educational modules are built, the new Barista Hustle Unlimited education Subscription service, and Matt's advice for what we should focus on in the retail coffee world to do better in training and education. I am so thankful and honored to print this conversation to you and I hope you both enjoy and benefit from it! Stay tuned in through the end to hear a clip from upcoming Guest, James Harper's "Filter Stories" podcast. James will be talking with me about the power of story in an episode airing on September 25th. www.filterstories.org Links for Barista Hustle: www.baristahustle.com Facebook Instagram Twitter

SHIFT BREAK #17 : Being vulnerable in leadership is a great quality but it can turn into something toxic when it becomes an excuse for bad behavior that drives people away and damages their confidence in you and the business. Today we chat about ways to recognize this and make sure to be on the positive and professional side of vulnerability for the benefit of the staff and yourself.

There is an interesting phenomenon in the cafe where as you move up support, communication, and development tends to be harder to come by. The result is managers and other leadership staff feeling abandoned and burned out as they are left to navigate the complexities of their work solo. It does not have to be like this and on today's episode we discuss why this happens, and some solutions what for both owners and managers. Enjoy!

It's Founder Friday and boy do we have a great episode in store for you today! Today we welcome Dorian Bolden, Owner of Beyu Caffe in Durham, NC. Beyu (be-you) is designed to be "The Ultimate Community Gathering Place" and has been serving Durham through great coffee, cocktails, food, and live jazz for almost 10 years. He is now opening his second shop, Beyu Blue, on the Duke University campus and I was lucky enough to catch up with Dorian amidst all the business surrounding that project to explore the story behind this dynamic company. It was absolutely refreshing and inspiring. In this interview we talk about the early years establishing the business, his vision for an inclusive and diverse community space, the challenges of work-life balance, cash flow, delegation, caring for the culture, hiring, letting the shop take on a life of it's own, the importance of mentorship, and what brings him the most joy as an owner after all these years. I hope you enjoy this conversation as much as I did! Links: www.beyucaffe.com Instagram Twitter

SHIFT BREAK #16 : Latte art competitions are fun and inspire us to greater heights of presentation and skill. They can also, when taken without context, frustrate and paint a literally unrealistic picture for aspiring baristas. Today I share some of my thoughts on how to balance the real world with the competitive one.

Live from Los Angeles! G&B Coffee and Go Get Em Tiger are two of the best shops you can find in this world. Since the beginning owners Kyle Glanville and Charles Babinski have used the multi-roaster to critical acclaim. They have now, however, taken the massive step to roasting all of their own coffees. In this interview Kyle and Charles sit down with me in their new roasting space and talk about this transition, why they made the decision, what made it apparent that it was the right thing to do for them, and what they did to prepare to do it successfully. We also chat about their methods for quality control, business philosophy, retail concept development, and their plans for future shop growth. Their advice and insight is priceless as it is earned on the back of the grit of real world experience building what they want to become, and arguably already is, an L.A. institution. Don't miss this one! Links www.gandb.coffee(sign up for the mailing list) Go Get Em Tiger Instagram G&B Instagram Twitter