Keys To The Shop : Equipping Coffee Shop Leaders

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

SHIFT BREAK #15 : In spite of our best intentions, we who are leaders in the cafe can often introduce chaos through the way we act without consideration for those who will be affected by our decisions and example. Today we chat about three things to keep in mind that will help you avoid introducing chaos into the bar, will help you retain staff, and will help you build a strong culture of trust and appreciation.

Changing lives through coffee! It is something we all want to take part in and learn how to do with our businesses and careers. Well, today's guest is doing just that and setting an example that should inspire all of us. We are having a conversation with Pamela Chng, the founder of Bettr Barista. Better Barista is a coffee organization built to make a lasting social impact by working with marginalize women and at risk youth in Singapore. We dig into her work, the history of why she set up this company, how it works, the challenges of training high standards in coffee and also helping train their students emotionally, and physically to better their lives and overcome the challenges they face. Pamela also lays out for us what we should do if we too want to use our business for social impact and effectively change lives through coffee. Pamela is basically a hero and this conversation is sure to inspire you to action. Enjoy! Links: WWW.BETTRBARISTA.COM INSTAGRAM TWITTER

SHIFT BREAK #14 : We explore that all too familiar cop-out, "It's not my Job", how giving into that notion will sabotage your career, and what to do and think instead.

Maria Cleaveland is a master of management, leadership, and organizational systems and process. She has spent over 30 years in hospitality leadership, the last 17 of which have spent in leading the charge in specialty coffee. Her journey has been one of taking on challenges and a wide variety of high level roles that shaped her into the professional she is today. In this conversation we talk about the arc her career and from it pull out amazing insights, advice, and life lessons that she has learned that will leave you motivated and equipped to better pursue the opportunities that this industry presents to you. It was a great honor to have Maria on the show and I hope you really enjoy this Leadership and Management Master Class. Links: Maria's Instagram Maria's Linkedin www.bext360.com www.Urnex.com

SHIFT BREAK #13 : What can we learn about hospitality from spiders? Today on Shift Break we talk about just that.

Giving feedback is not an easy task. We often psych ourselves out and/or procrastinate on delivering it, dreading the conversation and what might happen when we bring it up. This is especially true when the situation seems to be infused with tension. Fear not! Today we turn to coaching and communication expert (and past guest), Tom Henschel to help us navigate the task of delivering feedback effectively so you get the best possible outcome. We discuss why it is hard to give feedback, the importance of keeping things conversational, some key missteps that managers make when delivering feedback, and we explore a 4 step model that Tom uses with his clients that provides a great framework for that feedback conversation you need to have. We even act out a couple scenarios and direct them to give examples of what to do , and what not to do. This episode is immensely practical and important. Tom, of course, delivers priceless insights and advice that you won't want to miss. Be sure to go to www.keystotheshop.com/resources to download the PDF of the 4 step feedback model Tom has generously made available to KTTS listeners! Links: Tom's Company: www.essentialcomm.com Tom's Podcast: The look and Sound of Leadership Tom's last appearance on KTTS: ep. 52 Solving Coworker Conflict

SHIFT BREAK #12 : It is bound to happen. One day we are inspired, passionate, and the wind is in our sails , but the next we are down, weary, questioning our choice of career, and generally in a slump. The good news is that this is a normal occurrence and the even better news is that it may actually be good for us. Today we discuss the purpose of these dry spells and low points we are bound to encounter as we grow and how we can embrace them as vital elements in our long-term health and success.

Ervin Liz is an indigenous Colombian of the Nasa tribe who grew up on a coffee farm helping his family plant, pick, process, and sell their harvest. Years later co-founded The Colombian Coffee Connection where he imports, roasts, and sells the coffee sourced from his home in Colombia direct to the consumer and gives 10% of all profits to charitable initiatives on the farm. Relationship coffee does not get more intimate than that! In this interview we get to hear about Ervin's story, the company's founding, and Ervins perspective on the effectiveness of certifications and their impact on the farmer. We also discuss the trend of internal consumption of specialty coffee at origin, and what shops can do to best represent the farmer to their customers. This is a great opportunity to see the entire supply chain through the yes of someone who has literally done it all. Enjoy! Links: To learn more and buy coffee visit: www.thecollombiancoffeeconnection.com Use code:"Keys" to get 5% off your entire purchase and $5 per lb one coffee sold will also be donated to humanitarian relief "Coffee w/ Heart" Instagram Twitter Facebook Visit Our Sponsors! www.prima-coffee.com www.pacificfoods.com

It's Founder Friday!!! Today we get to sit down with Justin Hartman who is the Founder of the standard bearing OZO Coffee Company. Justin brings a very down to earth perspective to all he undertakes. We discuss his journey into coffee working as a barista in the best shops he could find, the founding and evolution of OZO Coffee from one small shop using other roasters to now 4 busy cafes with a thriving (Good Food Award Winning)roasting operation. We also dive into management, leadership, scaling the business, the challenges of growth, hiring, and Justins 3 pieces of advice to other shop owners. There is a lot here and I know you will walk away informed and inspired! LINKS: Ozo Coffee Co. Instagram Twitter [email protected]

SHIFT BREAK #11 : When it comes to work that needs to get done in the shop the default for a manager can be to just do it ourselves. It's faster and at least we know the job will get done correctly. This, however, is a mistake and will ultimately lead to longterm negative consequences for both you and the employee to whom the task should have been delegated. In today's Shift Break I talk about the trap of just doing it yourself and why it is best to lean into the work of investing in delegation, training, and helping develop the skills of others.

There are countless details that go into setting up a great coffee shop. At the top of the list of priorities are the legal considerations that provide you with a foundation on which to build your dream cafe in a way that won't turn that dream into a nightmare. Today we welcome long time attorney and general counsel to the Specialty Coffee Association, World Coffee Events, and Coffee Quality Institute, Marshall Fuss! We dive into 5 critical areas where most shops run into trouble and Marshall details how you can avoid mistakes in each of them. This is a VERY practical and valuable episode that gives you some serious keys to being a legally sound and thriving shop. I can't think of a better subject for ep.101 than some legal 101. Enjoy! Links: Marshall's Website Free help from retired business pro's S.C.O.R.E.

SHIFT BREAK #10: We take our coffee very seriously. We obsessively taste, cup, evaluate, and discuss all to perfect the way we extract and serve it to the guest. Not so, however, for the rest of the menu that is not a small milk drink or straight espresso or brewed coffee. We tend to hold certain alterations and items in contempt. Today we chat about how we can raise our game by becoming serious about getting to know and appreciate the whole menu and, in so doing, be able to offer a much better customer experience.

Wooo Hooo! It's the 100th episode of Keys to the Shop!!! Thank you so much for listening to and supporting this show! I can think of no better way to use this time than to highlight what a critical role you all play in the industry. Today I want to talk to you about why you are the the key. You can provide others with insights, inspiration, and tools that will have a positive impact on your circle of influence no matter what you do in the industry or how long you've been doing it. I hope that after todays episode you feel confident to take what you have and put it to work even more within specialty coffee community. I can't tell you how humbled and honored I am to be able to do this work on this platform and I will always work to make what is done here increasingly valuable and impactful for you and your success. Thank you! GIVEAWAY ALERT! In honor of the 100th episode I am giving away a mini-library consisting of these books: What I know About Running Coffee Shops -Colin Harmon (Donated by Prima Coffee) It's OK to be the Boss -Bruce Tulgan Setting the Table -Danny Meyer To enter the contest: Follow Keys to the Shop & Prima Coffee on Instagram In the comments section of this episode's IG post:Tag a friend & Leave a comment telling everyone your favorite episode of KTTS. Winner announced Thursday July 19th! Links: Remember the first episode? Ep: 001 Intro and What to Expect Why it's OK to be the Boss w/ Bruce Tulgan Founder Friday w/ Colin Harmon Leadership and Management Master Class w/ Eva Attia

SHIFT BREAK #9 : One of the best ways we can make a big difference in the cafe is by taking care of the small stuff. Unfortunately we all know that the small problems like broken timers, leaky sinks, and rotting sponges tend to accumulate quickly and become a real morale killer for baristas and point of stress for management. Today we chat about why you should resist the Siren song of resigning yourself to these little dysfunctions and take on the habit of consistently fixing the small stuff.