Keys To The Shop : Equipping Coffee Shop Leaders

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.

Competitions don't have to be expensive, complex, or stressful! The Barista League is proof. Today we are talking with Barista League founder, Steven Moloney about this community focused, engaging, and refreshing competition. We discuss the benefits of this type of format, what people who attend are saying, his perspective on specialty retail, and advice for how we can support and liven up our shops and cities on our own. This is a great chat that will leave you encouraged to connect with and learn from your your fellow baristas and maybe even join the Barista League. Enjoy! LINKS: www.thebaristaleague.com Instagram Thanks to our Sponsors! www.prima-coffee.com www.pacificfoods.com

SHIFT BREAK #8 : We all have a bit of laziness in us. Throughout the day there are dozens of opportunities to make decisions that will either pave the way to excellence or to compromise and mediocrity. Who we become as people and an industry is built by of thousands these important decisional micro-moments. Today on Shift Break #8 we explore this subject and what you can do to break the cycle and create a personal culture of excellence that you take with you wherever you go. This is a critical episode so I hope you take it to heart and put it into action! Links/Resources: Do the Work - Steven Pressfield Leadership and Self Deception- The Arbinger Institute Mindset -Dr. Carol Dweck

As shifts go, the closing shift is normally not a covent one. We can suffer from boredom, lack of motivation, disillusionment, isolation, and end up feeling bitter toward our day-time counterparts who get to work more in the thick of the coffeehouse culture plus make better tips! Been there done that. I happen to find a certain beauty and nobility in a closing shift that makes me cherish the experience even in the midst of the hardships that come with it. So what if we could take another look at the closing shift and reframe it in a way that the close an honor rather than a punishment? Today we discuss the both the issues and the virtues of the closing shift and give managers and baristas practical solutions, steps, and tools to reframe the mindset around it and achieve a higher level of excellence and satisfaction. Thank you for listening and Enjoy! Related Episodes: Episode 46 : Death by Comparison Episode 56 : The Sleepwalking Barista Episode 31 : Essential Advice for New Baristas Contact me:[email protected] Remember to rate, review, and subscribe! THANKS TO OUR SPONSORS! WWW.PRIMA-COFFEE.COM WWW.PACIFICFOODS.COM

It's Founder Friday! Today we are honored to hear from the owner of The Arrow Coffeehouse, Erica Escalante. Erica is a 10 year veteran of the specialty industry and went from Starbucks barista to coffee shop owner. Her story is one of extraordinary hard work, dedication, building relationships, constant learning, vulnerability, and servant leadership. Her perspectives on communication, making business decisions, hiring, and where she draws energy and joy in her busy life will leave you refreshed and enlivened to work hard to do good. Enjoy! Links: www.thearrowcoffeehouse.com Instagram (Portland) Instagram (Damascus) Our Sponsors! www.prima-coffee.com www.pacificfoods.com

SHIFT BREAK #7 : At the heart of every health organization is a prioritized and regular system of communication that gives a voice and an ear to their staff. The one-on-one meeting is a very powerful tool to bring cohesion, give clarity, and increase morale across the company. In today's Shift Break we discuss what it looks like to implement this meeting and why it is so critical to a thriving and positive work culture. Links to helpful resources: Manager Tools Podcast on One-on-ones KTTS 004 : 10 steps to being a people first leader KTTS 018 : Hiring, culture, and the future of your shop

Did you say "Instant specialty coffee"?! Yup, that's right. Not only does it taste 300 times better than traditional instant but it may well change the way you think about accessibility, consumer engagement, and how we provide value to the end user. In this episode we are joined by the founder of Voila (One of the pioneers of instant specialty coffee) Kent Sheridan. Kent and I discuss the evolution of his company, the philosophy behind their process and approach to no-compromise quality. Does association with instant coffee damage the reputation of specialty or enhance its value? What is behind the rise of convenience specialty products, and what should retail shops take away and learn from this movement? Find out here and take some note because this is sure to give you some ideas for your approach to specialty and engaging a wider audience. Enjoy! Links: www.voila.coffee Instagram Twitter Related episodes: #92 : Yes Plz w/ Tony Konecny #69 : Hosting a Consumer Coffee Class #35 : The Consumer Revolution w/ Kevin Sinnot Our Sponsors: www.prima-coffee.com www.pacificfoods.com

SHIFT BREAK #6 : Today we are exploring a mentality practiced in cafe leadership that is a microcosm of gentrification. Changing this behavior and mindset can stop coffee shops from being forces that aid in cultural displacement and turn into spaces that aid in cultural enrichment of both their internal and external communities. LINKS/RESOURCES: Liz Ogbu TED Talk: Healing vs. Displacing Communities Stan Slap's book: Under the Hood

In coffee shops we know a thing or two about being stressed! It can range from nagging to debilitating just with a single shift. If you want to experience more calm and peace of mind in the cafe, even in the midst of the business then this episode will definitely help. Today we are talking with celebrated mental wellness counselor and host of the Practice of the Practice podcast, Joe Sanok. Joe share a lot of great insights into the story behind stress, Brain optimization, how staff and owners can manage and reduce stress while at work, the relationship between systems and stress, and helps us walk away with some tools that will bring the well being that we need to sustain a long and healthy career begins the bar. Enjoy! LINKS: www.practiceofthepractice.com Our Sponsors: www.prima-coffee.com www.pacificfoods.com

SHIFT BREAK #5 : Conferences, trade shows, and podcasts all bring together people and ideas that help us grow and get answers to questions we have that unlock new levels in our careers. The question is, why wait until a conference comes around or an episode comes out to ask your question or connect with those ideas and people? Today on Shift Break we discuss our tendency to isolate ourselves until special events and the benefit of reaching out to those who we respect and can learn from in our industry. This has been a great help to me in my career and I hope this episode inspires you to take action and connect to the community in a deeper and more direct way. You can do it!

We all want a fulfilling career in coffee but often times we feel trapped and disappointed with where we are and cannot see the next move. Enter Lee Safar. Lee is the owner of "Map it Forward" and host of the "Map it Forward Live Podcast". She has amassed a world of experience and knowledge in her over 15 years of working in coffee and draws on both her expertise and other industry success stories to teach you how you can map out an amazing career, grow you business, and be a true professional. In this conversation we discuss how she came to start Map it Forward, what surprised her about the state of professionalism in baristas, what dysfunctional behaviors owners and managers engage in that hold themselves and others back, how to stop the blame game, creating a win-win for for both employer and employee, setting goals, and advice for what both baristas and leaders can do immediately to start to Map it Forward and build a successful coffee career. It was a great time chatting with Lee. She and her work are very much kindred spirits to KTTS on many levels and I hope you find thins episode to be inspiring and helpful. Enjoy! Links: MAP IT FORWARD www.mapitforward.org The MAP IT FORWARD PODCAST: www.youtube.com/mapitforward iTunes @imapitforward (IG) @imapitforward (FB) [email protected] Elixir Specialty Coffee: www.Elixirfy.Me | @elixirspecialtycoffee (Instagram and Facebook) [email protected]

SHIFT BREAK #4 : We are in the hospitality business and we recognize that the guest experience hinges on how they are treated. There is, however, a pervasive mindset and set of behaviors that make the customer an enemy in our minds and colors the way we think and act toward them, which ultimately damages their coffee experience and the industry at large. This week we talk about how we make the customer the enemy and what we can do to solve this toxic problem that lives in so many cafes.

Today we get to talk with the 2018 U.S. Brewers Cup Champion, Becca Woodard! It was such a pleasure to chat about the details that went into her fantastic performance, the fascinating story of her competition coffee, her personal drive and the message she delivered regarding changing systems, her mission as a specialty coffee ambasador, and some challenges to the coffee community around how we can become a more diverse and inclusive community. Becca is a humble and inspiring champion and you will be all the better for listening to her in this conversation. I hope you enjoy! Links: Becca Instagram Becca Twitter Boston Intersectionality Panel info George Howell Coffee Beccas Performance Video (Start and minute 2:02:27)

SHIFT BREAK #3 : Hiring is one of the most important things you will do for the benefit of the cafe and great questions are key in helping you decide who to bring on and who to not. Today I talk about my favorite interview question and why it has been so instrumental in helping me gain clarity around who to hire. I hope this is helpful to you!

Great coffee should be for everyone! For the consumer today though, specialty coffee can be complicated. But it does not have to be! Today we talk with industry legend Tony "Tonx" Konecny, Founder of Tonx Coffee, and Co-founder of Yes Plz (the people behind the $1 cup of coffee at Locol) all about his mission to remedy this issue. In addition to discussing Yes Plz and some of Tony's professional history that informs the companies philosophy we will talk about:challenging orthodoxy, intentional blending, pricing for accessibility, coffee subscriptions, on-boarding customers, the industries echo chamber and much more. Tony has a lot to say that I think will help shape our approach to customers in the shop and really make an impact on how "into" coffee they get. Throughout this talk ask yourself: What are we doing to help customers into specialty coffee in the shops? How can I apply these philosophies to how I act and speak with customers in the shop? What rules or orthodoxies am I holding onto that may need to be challenged in the name of progress? I hope you enjoy this interview! LINKS: YESPLZ.COFFEE KICKSTARTER INSTAGRAM TWITTER Thanks to our sponsors! www.pacificfoods.com www.prima-coffee.com

Boy do we have a great on in store for you! Talor Browne, Co-founder of Talor & Jorgen in Oslo, Norway chats with us on this May edition of Founder Friday. Talor is an absolute legend and through her career has been at the helm of some of the worlds greatest cafes and roasters. She and her business partner Jorgen opened Talor & Jorgen December 2017 and have put together what looks to be one of the industries most unique and fun concepts. In this discussion we talk about Talor's path in the coffee and culinary world, the back story of how Talor & Jorgen was founded, their mission and vision, the key to hiring the right people, and the lessons learned in the process. We touch on delegation, burnout, passion, growth, strengths, and the importance of keeping great coffee easy and fun! Talor has a lot of great advice to those of us in the industry and to those of us hoping to start a shop that is as much an authentic expression of our ethos as Talor & Jorgen is of theirs. Enjoy! LINKS: www.talorjorgen.no Re:co Talk Instagram

SHIFT BREAK! #2 : Management is often the first position we get promoted to within the cafe and it comes with a lot of added responsibility and pressure. From my own experience and observations over the years there are 3 things that effective managers put into practice and are always looking to get better at. In todays Shift Break we discuss what those things are and why they are so important. Thanks for listening and stay tuned for next week's Shift Break! [email protected]

While many of us can say that we are students of coffee and coffee shops, not many can say that we study it on an academic level the way or guest Dr. Jennifer Ferreira does. In this discussion Dr. Ferreira talks about her research into coffee shops, their impact in society, and the things that she has learned along the way. We discuss the cafe's place in society and its various roles, as well as its impact on the environment, the community, and the economy. We also discuss whether more is always better when it comes to the increasing number of specialty stores opening globally and what might be the next phase for the growth of the cafe industry. I hope you enjoy this chat and make time to discover Dr. Ferreira's work at the links below! Links: https://cafespaces.wordpress.com https://www.jennifer-ferreira.com https://twitter.com/jennywrenwatts Cafe Spaces Research Summary Barista Magazine Article on gentrification (see page 94) Have we reached peak coffee shop?

SHIFT BREAK #1 : Welcome to Shift Break! This is a new feature of Keys to the Shop that gives you quick and focused insights, tips, and tools you can use to thrive in the cafe. My hope is that if you are pressed for time you can take something away from these mini-episodes that will positively impact your life. Today I wanted to talk about anger and how you can overcome it when you are on shift. The 3 tips have proven effective in my own career and I hope they benefit you as well. Thanks for listening and stay tuned for next week's Shift Break! LINK: Solving Coworker Conflict: http://www.keystotheshop.com/podcasts/52-2/ [email protected]

Today we have the immense honor of talking with Andrew Daday, General Manager of La Marzocco USA! We dive into his leadership, values, and goals as he heads up one of the worlds most iconic and respected equipment manufacturing companies. Also in this conversation we discuss the critical importance of La Marzocco's relationship with the coffee shop, their vision for sustainability, how they serve such a wide and varied customer base while still pushing the envelope on quality, how innovation goes from idea to implementation, and throughout all this, Andrew give us some excellent management and leadership advice that will have a huge impact on the way you serve. I hope you enjoy this and are inspired! LINKS: www.lamarzoccousa.com LM on Youtube [email protected]

Today we talk with the new U.S. Barista Champion, Cole McBride! Cole has always given 110% effort to improving both his own craft and being an advocate for specialty coffee and those around him. In his 15 years of professional coffee work he has gleaned an impressive amount of wisdom, skill, and perspective that is clearly on display both on the stage and in this conversation. We cover everything from his career's development, competition history, some deep dives into the details of his winning performance, lessons learned from challenges, how intention and awareness are key elements of being a successful barista, and his quest to uplift the barista in his role as an ambassador for specialty coffee. This conversation is packed! I was very much energized and inspired by Cole and I hope you feel the same way. Enjoy! LINKS FOR COLE: TWITTER EMAIL: [email protected] INSTAGRAM

Today we talk with Coffee Masters Champion, Agnieszka Rojewska! She is the multi-time Polish Barista champion, Latte Art champion, and now Coffee Masters champion, a trainer, consultant, and all around inspiration! In this conversation we chat about her packed completion schedule, pushing yourself outside your comfort zone, her experience as a cafe owner and manager folding in lessons from competition into day-to-day operations, the importance of the customer being our focus, and how we can create opportunity to advance our careers. It was an honor to talk with Agnieszka and I know you will get something valuable from this conversation. Links: Instagram Twitter Interested in Keys to the Shop Consulting? Email: [email protected] or call at 502-715-1465

Warmth, hospitality, community, kid songs...this episode has it all! Today we get the chat with the founder of Pinhole Coffee, JoEllen Depakakibo! JoEllen's shop, Pinhole Coffee, is an amazing little cafe nestled in the Bernal Heights neighborhood of San Fransisco. For four years now she has been living her dream of owning a coffee shop that is also conduit and hub for art and community. We talk about her coming up in coffee, how she decided to open her own place, the challenges of getting started, the values that drive her, how they show hospitality to each other and the customer, hiring, and her advice on how to create a solid community focused business. Enjoy! Links: www.pinholecoffee.com INSTAGRAM FACEBOOK Logo Artist Joey Artist Leah Rosenberg Architect : bcooperative.com Mitsuko Tanaka ceramict

It is often the little things that we allow or that escape our attention that will ruin the specialty experience for our customers in our shops. Today we discuss ways that we create unnecessary roadblocks to customers having a truly great experience in the cafe and what to do about it. We give you a framework to use in rooting out issues and cover some of the main points that are likely hiding in plain sight. When we give these behaviors a pass or let these details slip over time, we end up holding our industry back from being truly effective at the store level in representing specialty coffee well. Links: Episode #57 SOPs FTW! Colin Harmon's Book James Hoffman's video about being your own customer

"We got slammed!", "Today was intense!", "It was crazy!" ...If you have ever said this then today's episode is for you. In the cafe we all experience rushes differently based on how well prepared we are. A sudden pop of business or sustained time of having a line out the door can be either the time to shine or to shift into survival mode. A rush is one of the most critical times for your business to make a great and lasting impression. Today we will explore some helpful tips and best practices that will give you more of an opportunity to embrace those times with confidence and crush the rush! Links: Episode 2 "Mastering Your Workflow" w/ Ryan Soeder Interested in training & Consultation? Contact me here: [email protected] / 502-715-1465

I love recommending great books! In this episode we talk about 6 books that I think are critical to your professional development. They cover everything form hospitality, coffee knowledge, operations, management, personal growth, and vocational calling and should be a part of your library. I want to do more episodes like this so keep an eye and ear out for tools focused episodes and a "Round 2 " of books for you to read. It is my hope that at least one if not all these books have profound impact on your work and life. I know they have in mine. Enjoy! WWW.KEYSTOTHESHOP.COM [email protected]

What role does delivery of flavor, knowledge, and consistency play in giving your company the depth and soul needed to truly execute on a high level of quality over the long haul? Is specialty coffee scaleable? How do we think and act in order for our businesses to succeed long term? Great questions that we get answers to and more as we welcome Cosimo Libardo, Managing Director of Toby's Estate Coffee to the show! Cosimo's role in the industry has been one of leading innovation both in the way we work with coffee and think about it. His expertise in the business of specialty really shines through as we discuss things that are crucial to not only our business success but the success of specialty as a concept in the global market. Go to www.keystotheshop.com and enter your email for the show notes. Also reach out to me with comments, questions etc. [email protected] Links for this episode: www.tobysestate.com.au @tobysestatecoffee / Instagram @tobysestateaustralia / Facebook

It's Founder Friday!!! I am honored to have David Schomer of Espresso Vivace join us on the show as his company celebrates it's 30th year. Since it's founding in 1988 Espresso Vivace has been home to David's groundbreaking and paradigm shifting experiments with espresso coffee and drink presentation. His work has been foundational and formative in the lives of countless professionals around the world. In this interview I get to talk with David about the early years, his philosophy on service and what he wants customers to experience in his stores, why only 3 shops in 30 years, what makes a great espresso, hiring, the secret to longevity, how he has personally grown over these 3 decades of meticulous pursuit of his espresso ideal, and much more! There is a lot to take away and be inspired by here. Enjoy! Links: www.espressovivace.com Instagram Reach out to KTTS! [email protected]

Changing things in the shop can either make things better or make things worse. Of course you need to have a good idea or solution, but, once you have that, it is all about HOW you go about implementing the change. Today I am presenting to you some guidelines, A workflow of sorts, that will help you make changes that stick and actually build rapport in the process. We have all been a part of a shop where the leaders make changes in less than ideal ways and cause needed stress. We also have likely been the ones to rush a project or solution into existence and felt the blowback from the staff. My hope is that this episode will aid you in your ability to institute changes successfully. Enjoy! Questions? Comments? Want to explore working with KTTS Consulting? email me! [email protected] -or call- 502-715-1465 Related episodes: EP 74: The Life Changing Power of Good Authority EP 67 : 6 Truths About Power

Hey! Coffee Fest Baltimore 2018 was fantastic and I got to visit and chat with three fantastic people for this KTTS episode. What are people looking for at an event like this? What are the things you, as a coffee retailer should be pursuing and focusing on as you go out to acquire knowledge and build your business? How can you cultivate confidence and stay motivated even though you are brand new to the industry? What does a trade show like Coffee Fest hope to offer those who make the investment to attend? All these questions and more are answered in these interviews. We get to hear about from Matt Milletto (Water Avenue Coffee & ABCS), Stephen Zimmerman (KTTS super fan and business owner at "The Coffee Enthusiast: A Brewing Company" aka:TCE) , and Coffee Fest Show Director, Erika Lowery. I love doing interviews form events like this. Be it a throw down, conference, trade show, or live from a shop. The energy and passion is just so inspiring and I hope that you feel the same way listening to this episode. Did you know Keys to the Shop now offers consultation and training for you and your cafe? It's true! If you want to find out how KTTS can help you unlock the potential of your career or cafe email me or call: [email protected] 1-502-715-1465 LINKS: www.CoffeeFest.com Stephen Zimmerman: The Coffee Enthusiast: A Brewing Company TCE : Instagram Matt Milletto: Water Avenue Coffee www.BaristaExchange.com

Tasting coffee gives us a window into where the coffee came from and what it's potential can be. Those who work in green buying and sensory analysis are tasked with tasting the truth of a coffee and deciding how it will turn up on retail shelves the world over. Today we are talking with 2014 U.S. Cup Tasters Champion, Amanda Juris to explore green buying, cupping, sensory analysis, and how our decisions on the cupping table and score sheet impact what the customer ultimately gets in the cafe. You will leave this conversation with some tips on how to build a solid tasting protocol for your operation and a deeper understanding of what our perceptions and descriptions as professionals do to sway those of the consumer. Enjoy! Got questions? Feedback? Want to ask about training and consulting? [email protected]

We all want to find the right job, right? For many of us though we end up having to settle on something that does not quite fit and end up feeling stuck. How can we take the first steps in the direction of a career that is perfect for us? What is involved in taking charge of and setting the direction for your career? Today to help us make the critical decisions that lead to happiness at work we are joined by the host of the "Happen to Your Career" podcast, Scott Anthony Barlow. We discuss the framework he uses with his clients to help fit them into the right vocation, pitfalls that trip us up in our pursuit of meaning at work, what bosses and leaders can do to stop trapping people in ill fitted roles, and what we can expect as we set out on this journey. I'm a BIG fan of Scott's work and I hope this conversation helps you happen to you career! Links: www.happentoyourcareer.com www.whatfitsyou.co https://www.gallupstrengthscenter.com KEYS TO THE SHOP NEWS! Did you know KTTS is now offering consultation, coaching, and training for you and your shop?! Tis' true If you are interested in finding out how KTTS can help unlock the potential of your cafe you can email: [email protected]

Clean and well functioning equipment is definitely one of the keys to the shop! Problem is that we tend to lose those keys and end up with problems that could have been prevented with some basic attention to regular maintenance. To talk with us about best practices and key areas to invest time, attention, and resource into we have Tom Ritz, Owner of Workhorse Customs in Portland, OR. Tom brings us a clear, simple, and wise perspective on how we can best take care of the workhorses in our cafe so they keep on working well for our cafe *Bonus* Sign up on the Keys to the Shop email list when prompted at www.keystotheshop.com and receive Tom's Step-by-Step instructions for changing your "Baskets, Gaskets, Screens , and Screws" and tips on changing your water filtration! Helpful links: www.workhorsecustoms.com Workhorse on Instagram

It's Founder Friday! Today we get to chat with one of the key players in the Seattle coffee shop scene, Jill Killen. For the past 16 year she has run coffee shops and has been dedicated to serving and investing into her staff and the community through them. We talk about her start in coffee, how she became the owner of three different shops, the passion and moxie that drove here (and still drives her), her philosophy on hospitality and hiring, how she maintains the accessibility of the cafes amid higher operating costs and much more. It was an interview packed with great tips for owners and inspiration for coffee pros everywhere. Links: www.cloudcitycoffee.com www.royaldrummer.com www.eldiablocoffee.com IG: Cloud City El Diablo Coffee Royal Drummer Coffee

Good authority changes lives and can change the world! It all starts with with how we show up for the people we lead and the way we facilitate both theirs and our growth in a people-first culture. In the current climate where being a boss or having authority is rightfully met with skepticism, having the road map and the tools to build a new way of being a leader is critical. Today we talk with Jonathan Raymond, CEO of Refound, and author of the book, "Good Authority:How to Become the Leader Your team Is Waiting For" In this episode you will learn what is behind dysfunctional or toxic examples of authority, the power of vulnerability to build trust, the kindness of feedback and managing expectation, why nobody cares if you're sorry, and why we need to have the audacity to think we all can change the world. I don't say this lightly when I say this may be one of the most important episodes we've ever done on the show. I highly encourage you to settle in, open up, and get ready to learn how to practice Good Authority. -Chris Links: www.refound.com Book: Good Authority Related Episodes: 10 Steps to Being a People First Leader 6 Truths About Power Got questions, comments, or feedback? [email protected]

Do you want to be awesome at your job? Of course! We all do. Today we will be discussing the foundational principles and focuses that will get you there and grow you even further if you're there already. I am thrilled to welcome to the show, the host of the Awesome at Your Job Podcast, Pete Mockaitis. Pete is an incredibly talented career coach and his show has featured hundreds of professionals all weighing in on what it takes to thrive at work. The 6 areas we discuss today are the common link between all the experts Pete has encountered and learned over the years and, if applied, will truly make you awesome at your job or take you to the next level in your career. Enjoy! -Chris [email protected] LINKS: WWW.AWESOMEATYOURJOB.COM [email protected] Books/ Authors Mentioned: The One Thing -Jay Papasan/Gary Keller Getting Things Done -David Allen Team Up -Pete Mockaitis Seth Godin Blog Happier -Tal Ben-Shahar Radical Candor -Kim Scott Cognitive Bias Cheat Sheet

The Origin Trip. A pinnacle moment for any barista and a regular part of business for roasters and importers. As "The Origin Trip" has become a more fashionable, marketable, and regular occurrence in specialty coffee there are questions and tensions come up. What is the true value of an trip to origin? How does it benefit the farmer? Is it worth the expense involved? Are we really advancing coffee? How can we approach the trip and make it mutually beneficial? To answer these questions and give us some solid insight on how to think about travel to origin we are joined by Kim-Elena Ionescu, Chief Sustainability Officer at the SCA (Specialty Coffee Association) I hope this episode gives you a better understanding of our part to play in the producer/retailer relationship and that if you find yourself going to origin you would be better equipped to make all around rewarding one. Enjoy! Links for Kim-Elena Ionescu VIDEOS: Farm Workers: Is Labor the Next Crisis for Coffee? Mo' Money, Mo' Quality, and other Myths About Microlots Working for Workers: Lessons of Labour Shortages SCA Research Papers: https://store.sca.coffee/collections/research Got 4 minutes? Why not fill out a quick listener survey? https://www.surveymonkey.com/r/MP5JRSH