Keys To The Shop : Equipping Coffee Shop Leaders

These days a lot of coffee shop owners are thinking about how they can add value for the customer. Of course this is a question that should be asked and right now with costs and competition the desire to add value is at an all time high as we seek to attract and retain customers. But are we going about it the right way? Today on Shift Break we will be talking about why you might not need to add any more value than you already offer, and then if you decide you want to add something to your program, what approach should you take to delight your guests. Related episodes: BLOG: Soul Searching in the New Landscape of Retail 432 : How to Win in Specialty Retail Coffee 173 : 5 Areas of Focus for Retailers 433: Winning Staff and Customer Loyalty 340 : Encore Episode of "10 Reasons to Love the Customer"! 443: Want Impactful Messaging? Keep it Simple! w/ Author Ben Guttmann 282 : How to Listen to your Customers 016: Raising the Bar on your Customer Experience w/ Michael Butterworth 453 : The Craft of Operations ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Besides hiring the right person for the role in your coffee shop, onboarding and training is the most important thing to get right so those you bring on and the customers who trust you brand, are set up for success. It is therefore little wonder why, when training and on-barding are skimped on, the hospitality, quality, and then sales go down as customers lose trust. Today we are going to be discussing how to approach the development and execution of onboarding and training in a way that creates the best chance for success. I would emphasis that this episode is one among many listed below that I feel need to be listened to in order to bring about an understanding of what tips, steps, and insight make sense to apply to your cafe. When it comes to operations and building these kinds of programs and systems, the engagement of leadership in curating them to serve their people is a never ending task. It helps to embrace the "always" nature of this part of running a cafe just as much as a barista will always be expected and hopefully take joy in, making and serving drinks. Related Episodes: 339 : What Good Barista Training Produces 235 : 4 Tips for Training your Staff 191 : Retraining your Staff on new Standards 424: Developing Menu and Hospitality Guides 330 : Establishing Systems in Your Coffee Shop 248 : The 5 Elements of Resourcing your Team 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles 271 : Why the Cash Register Controls Everything THERE IS STILL TIME!!! ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

When we talk about the virtues of hospitality, one of the ones that comes up a lot is kindness. The extension of this grace to others in spite of our mood is a discipline that requires us to find motivation beyond receiving thanks. Today on Shift Break we will be talking about why, if we are serious about kindness becoming what we are known for amongst other hospitality virtues, we need to support those intentions with consistent and excellent work supported by systems to make that work something people can count on. Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 424: Developing Menu and Hospitality Guides 330 : Establishing Systems in Your Coffee Shop 293 : Thoughts on Defining Professionalism ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Creating and maintaining an elevated standard of hospitality is no easy task. It not only requires strategies and systems, but it requires that those providing the hospitality also experience it themselves. That people-first focus on employee satisfaction and sustainability matched with a high standard of training and a structure of operations to support and nurture the culture is exactly what today's guests have created in their cafe. Today we get to talk with the owners of Fount Coffee and Kitchen in Morrisville, NC! Fount Coffee + Kitchen is owned by two husband and wife teams in Morrisville, North Carolina: Shawn and Kristen Preissner and George and Katie Kilgore. They are two local families that came together with a shared vision and passion for great coffee, food, and hospitality. They initially met in 2015, became great friends, put together a business plan, and opened the doors of Fount in December of 2018. Recognizing the need that existed in the Morrisville/Research Triangle Park community for both specialty coffee and a community gathering space, they sought to meet this need with premium menu offerings, elevated guest experience, and intentional workplace culture on the forefront of their mission. We discuss: The Founding Story of Fount Integration of corporate strategies that benefit small biz Why feedback from team members is crucial for continuous improvement. Fount Coffee's mission: to serve intentionally, excellently, and joyfully. Why the owners hold each other accountable to maintain discipline in operations. Prioritizing team morale and sustainability in the workplace. Celebrating team members' contributions. Why you should focus on financial health to allow for team investments. Efficient scheduling as a key to staff satisfaction. Barista work is more demanding than perceived. Why future growth must align with your values. Links: www.fountcoffee.com Instagram : @fountcoffee Related episodes: 391 : Founder Friday! w/ Megan Wilson of Spuds Coffee in Ft. Lauderdale, Florida 343 : Founder Friday! "Curated Edition" | Hospitality + Meeting People Where They Are 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 446: Building a People-First Coffee Tech Culture w/ Jason "Double J" Johnson, Black Rabbit Service Co. 472: Why Technical Skill as a Leader is Not Enough w/ Jonathan Raymond, Refound, Author: Good Authority ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

As we continue to navigate costs and the increasing competitive landscape of running a coffee shop, focusing on what is essential in your business has never been more crucial. Few guests have given us as salient and focused a treatment on how to prioritize than when we interviewed author and speaker Greg McKeown on his best selling book Essentialism. Greg is the CEO of McKeown Inc. His writing has appeared or been covered by The New York Times, Fast Company, Fortune, HuffPost, Politico, and Inc. Magazine. He is among the most popular bloggers for the Harvard Business Review and he has been interviewed on numerous television and radio shows including NPR, NBC, FOX, and as a regular guest on The Steve Harvey Show. Entrepreneur voted his interview at Stanford University the #1 Must-See Video on Business, Creativity and Success. McKeown is an world renowned public speaker and hosts "The Essentialism Podcast" where he interviews amazing people from all over the world about their experiences practicing essentialism in work and in life. In today's conversation we will be discovering how we can take the first steps in spending our time on the vital few -vs- the trivial many. www.gregmckeown.com Related Episodes: 436: Stop Burn Out! and Make Work Effortless w/ Greg McKeown | Best Selling Author "Effortless" 318 : Why Your Shop is Key to the Success of Coffee 018: Hiring, Culture, and the Future of your Shop 414: Secret Ingredients for a Successful Coffee Shop 329 : How to Teach Company Values to Your Staff ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Feedback. It is all too common to use this word. But do many of us actively pursue it as if it is foundational to the success of our businesses? Chances are not really. And in so doing we lose out on connection, relevancy , and have a harder time delivering value that creates momentum with our coffee. All because when we talk about relationship coffee, we tend to leave out the consumer. Today on this 32nd episode of Rate of Rise, brought to you by our friends at Mill City Roasters, we are sitting down with cofounder of Mirror Coffee Roasters in Bellingham Washington, Mark Kutrovski! Over the last 10 years, Mark has been running a small creative agency out of Bellingham, WA that helps clients grow their online presence on social media through engaging video and photo content. During that time, he had his coffee enlightenment that peaked my interest in coffee. He picked up a few part time jobs ranging from working at a local roastery to working behind bar just to learn more about the craft. His growing curiosity in coffee paired with his brother's experience in managing several cafes, they decided to join forces to start Mirror Coffee Roasters. In today's episode we explore the need for all roasters to pursue feedback in how they source, roast, and communicate value to their customers and why it is of particular importance right now! Links: https://mirrorcoffeeroasters.com/ Instagram: @mirrorcoffeeroasters Related episodes: RoR #25 : Training Up the Next Generation of Roasters w/ Steve Lee of Pocket Knife Consulting + Linea Caffe ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters 433: Winning Staff and Customer Loyalty 340 : Encore Episode of "10 Reasons to Love the Customer"! Our Sponsor for Rate of Rise! www.millcityroasters.com

Sorry to break it to you, but literally nobody who matters cares how you define yourself. In our quest to find belonging and quell the voice of our imposter syndrome, we tend to over define ourselves and posture in a way that limits our ability to run an effective and thriving coffee shop. Today on Shift Break we will be talking about how our assumptions about where we stand in the industry are not nearly as important to focus on as who we are serving and how we listen to what they and our business needs. Maybe this is just semantics, maybe this will actually open up a new way of thinking for you that bring about a healthier shop. In either case it is worth thinking about if only for the purpose of developing a habit of reflection and understanding. Related episodes: 317 : Encore Episode: Death by Comparison 227 : Connecting with Hearts and Minds 230 : Making room for Community in your Shop 181 : Organizational Self-Knowledge Your peers are not your Customers Who do we Serve? ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

In order to move to the next level of maturity and capacity, both as people and as a company, a coffee shop and its staff but be pursuing more than just checking off the day's work. Pursuing professional development is essential to bring efficiency, effectiveness, fulfillment, and even abundance into the conversation when we look at our operations. But what might that look like? Today we are going to be exploring how we can embrace professional development and provide consistent opportunities for growth to our staff as a way of investing both in them and the health of the coffee shop. In th midst of the price increases across the industry, this is yet another way to lean into relationships that will yield higher returns for all involved. We cover: Why professional development is essential for the growth of coffee shops How a leaner, well-trained team can provide better service How raising prices requires raising standards in quality and service Investing in staff training for better customer experience Why baristas should be treated as professionals, not just workers Systematic training as a crucial component for consistency and quality Business skills are just as important as coffee skills for success Leadership development is necessary for effective management Why we need to pursue a culture of excellence that benefits both staff and customers Remaining committed to developing profesionalization programs Related episodes: 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles Leaner Teams, Better Results 472: Why Technical Skill as a Leader is Not Enough w/ Jonathan Raymond, Refound, Author: Good Authority 426: Fostering a Culture of Continuous Improvement 339 : What Good Barista Training Produces 191 : Retraining your Staff on new Standards 489: Tips for Creating a Resilient Cafe ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Now is the time to start redirecting our gaze from competitions and accomplishing greatness on a stage serving judges that do not matter to our shops, and refocusing our attention on the judges that truly matter. Our customers. Today on Shift Break we will be talking about the phrase "Every customer is a judge". I used to hear it being spoken when I was involved in competitions in the early 2000s. How can we use the same energy we would put into a championship performance on behalf of of the customer and the experience they have in our shop? Related episodes: 340 : Encore Episode of "10 Reasons to Love the Customer"! 298 : A Trophy, or Atrophy? 151 : How to Respond and React to Negative Feedback : 5 Step Process 259 : Solving Toxic Customer Service Culture 181 : Organizational Self-Knowledge Icing on the Cake: Competitions vs. the Shop ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

We suck at fulfilling the implied or explicit promises we make through our coffee shop marketing. Smiling faces with beautiful drinks and a clean environment with plenty of verbiage about values and mission. Lots of good vibes. That all tends to fall away once the customer gets in the space and experiences the reality of our operations. This disconnect and over promise/underdeliver cycle is why customer lose trust in brands. The good news though is that we don't have to continue playing this well branded, poorly executed game. Today we are re-airing an episode from way back that is just as relevant as ever. We talking about how we ruin the specialty experience and what can be done to fix this so you can build trust back with customers and have more confidence in your self and your cafes ability to deliver what our marketing says we are about. Related episodes: 321 : Marketing and Moral Injury w/ Josh Tarlo of Kiss the Hippo 432 : How to Win in Specialty Retail Coffee 406 : Five Ways to Immediately Improve Your Coffee Quality Curbing their Enthusiasm : How we put a damper on the customer's experience and what to do instead ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

The search for a "superstar" barista seems to never die. It is a desire born from our tendency to attribute success and power to one person in-spite of the evidence around us that pretty obviously points to the opposite. But oh if we just hire a champion, a coffee person, a lightning rod of a personality, then all will be well! Today on Shift Break we will be talking about why this idea should die a quick and unceremonious death, and in its place we need to build a system of collective accountability to high standards that, unlike the weak and faltering light of the superstar, equips our whole team and allows us to actually shine. Related episodes: Bottling Your Best Barista SHIFT BREAK! With or Without Experience? Hiring the Best Baristas Icing on the Cake: Competitions vs. the Shop Curse of the Favorite Barista? ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Over the years, our collective philosophy and approach to coffee has taken many forms as we learn more about what the industry needs to thrive. We as individuals evolve our thoughts and views of coffee often starting with hubris and a strict puritanical view, then opening up to a wider, simpler, generous, and maybe even humble stance on the various ways coffee can be enjoyed and communicated. Today we are talking about one such journey with the Founder of Fieldwork Coffee and Director of the World Aeropress Championships, Tim Williams! Tim Williams is the director of the World AeroPress Championship, and founder of Melbourne's Fieldwork Coffee. Since the early 2000's, Tim's worked across a range of roles, including Workshop Coffee and Square Mile Coffee Roasters in London, and Intelligentsia Coffee & Tea in Los Angeles. On the sidelines, Tim's collaborated on a number of coffee initiatives including helping to develop Maison Kitsuné's 'Cafe Kitsuné, launching the Gitesi Project, and as a founding member of Coffee Common. Today, Tim lives in Melbourne and divides his time between Fieldwork Coffee, the World AeroPress Championship, running a small charity in rural Rwanda, and raising three kids with his partner, Leah. We talk about: Tim's journey into coffee The exploding London coffee scene The shaping forces of competitions and camaraderie Absolutism in coffee culture and its pitfalls. Understanding coffee requires recognizing its agricultural nuances. Tim emphasizes the importance of hands-on experience in coffee roasting. Cupping coffee critically is essential for quality control. Tim's philosophical shift from conquering coffee to celebrating its complexities. Why specialization allows for deeper expertise in coffee. Innovative approaches can streamline coffee release processes. Customer expectations are shaped by consistent quality. Why critical feedback is s necessary for growth in the coffee industry. How the World Areopress Championships champion fundamentals. The argument for taste as the most important aspect of coffee. Understanding brewing variables enhances coffee quality. How nuance in coffee brewing leads to better results. Links: www.worldaeropresschamionship.com @aero.press @fieldworkcoffee Related episodes: 242 : A Conversation with James Hoffmann 448: Founder Friday! Part 1 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor! 448: Founder Friday! Part 2 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor! 365 : Spilling the Beans on Global Coffee Culture w/ Lani Kingston 309 : A Conversation w/ Sarah Allen and Ken Olson of Barista Magazine 306 : A Conversation w/ 2004 U.S. Barista Champion, Bronwen Serna! 092 : Tony "Tonx" Konecny of Yes Plz : Consumer Accessibility, roasting, 3rd wave, subscription ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Coffee shops are created through intention and reflect the values and often the personality of first the ones who begin them, and then those who work in them and the community that makes it their regular destination. There is a mix of service and transaction, with various layers of relationship built on trust. Today on Founder Friday we explore the story of one coffee shop and roastery that does a great job embodying these elements to serve both the locals and tourists with warmth and provide a sustainable and fulfilling vocation for their staff. Thrilled to welcome to the show, Bow Smith of Rowan Coffee! Bow Smith is a coffee professional in Asheville, NC with nearly a decade of experience of barista work, roasting, and cafe management. Smith founded Rowan Coffee in 2020 with the goal of building a cafe and roastery grounded in integrity, hospitality, and creativity, while fostering fulfilling and lasting coffee careers. In this conversation we talk about: Bow's Experience as a Coffee Pro and Teaching Coffee The Ephemeral Nature of Coffee The Collaborative Efforts in Establishing Rowan Trust Is Crucial and Leadership in Coffee Shops Why Empathy in hiring is crucial for enhancing customer experiences Why Consistency in product is important, but experience is equally vital. Creating a Unique Cafe Experience Resilience in Community After Helene Building Culture in Business Links: www.rowancoffee.com Instagram: @rowancoffee Related and recommended episodes: 420: Design Meaningful Roles in the Cafe 483: Encore: 6 Essential Qualities of Coffee Shop Leaders 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 492: How to be The Best Coffee Shop SHIFT BREAK! Building Trust Credit ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

We all know that in order for a business to be sustainable, it has to be profitable. We need financial margin in order to deal with the unexpected expenses and events, provide opportunities for others, fund growth as needed, and yes, pay ourselves! But what other kinds of margin are there in the cafe that can be just as important? Today on Shift Break we will be talking about why you need to maintain margin both in you finances and also with your energy and focus. In order to even begin benefiting from a thriving coffee shop, you and your people need to personally thrive. Be sure to listen to the episodes linked below... Related episodes: 436: Stop Burn Out! and Make Work Effortless w/ Greg McKeown | Best Selling Author "Effortless" 258 : Prioritizing your Mental Health in the New Year w/ Dr. Lara Pence 341: How to Think About Success ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Workflow and bar presence are the necessary foundation on which coffee shines. Lately I have been doing a lot of cafe design and training work. One of the central themes of training and design is that both the space and the people using it are effective in their role. Once the bar is built, it falls on us to bring it to life with our actions. Having a great bar presence and workflow is not just about efficiency, it is part of the substance of what our businesses are built on and without it, we are frustrated and held back in our ability to receive and give a great experience in the coffee shop. Today I want to share with you some tips on how you can conduct yourself and train your team to have workflow that works and a presence behind the bar that keeps you in control, confident, and able to communicate to the customer what you intend to communicate, not the desperate and frenetic feeling we tend to broadcast when or shops are busy. Coffee and coffee people's success both rely on professionals to dial in their tools AND themselves to produce something of worth that grows in demand and sustains the whole. How we work matters and I hope today's episode helps! Related episodes: 002: Master Your Workflow w/ Ryan Soeder 084 : Crushing the Rush : Tips and Best Practices for Busy Times 167 : Handing off the Shift : 4 Tips to Avoid Chaos ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

As most of you know, Starbucks has once again coopted a traditional drink and introduced it to their menu as a part of their "Back to Starbucks" campaign. The cortado, a 4 oz espresso and milk drink originating in Spain, has been a staple menu item in specialty coffee for decades. Only now it appears on the Starbucks menu as an 8oz drink. Of course we are all bracing for the wave of customers requesting a Starbucks fun-house- mirror version of this drink, much like the macchiato. But there is a whole lot more to discuss than just the bizarro versions of drinks we have to navigate. Today on Shift Break we will be talking about why this attempt at winning back trust with new drinks and branding efforts is a hollow but very familiar practice not reserved only for corporate giants who have lost their way. We too engage in this activity more than we'd care to admit. Let's go beyond the commiseration and talk about what we can learn from this moment in coffee and use it for the greater good Related episodes: SHIFT BREAK! Should You Up-Charge for Alternative Milks? 502: Creating Meaningful Coffee Experiences Building Trust-Credit 433: Winning Staff and Customer Loyalty ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in March 2025! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Many, dare I say, all of us, who fell in love with coffee can trace our beginnings to a moment when something we experienced in the cup surprised us with its depth and character. It was a catalyst that set us off in the pursuit of understanding and experiencing that kind of moment again and again. People are the same. Ubiquitous en mass, until you get to know the individual and through relating their stories and experiencing their character, we are often surprised by a depth that begins to teach us that there is more to them and we can, if we allow ourselves, begin to pursue that experience again and again in our own conversations, or by providing a platform for those conversations to take place. Like a coffee house. Or in the case of today's guest, a podcast. Ryan Woldt is a Wisconsin-born author, entrepreneur, and creative maker. He is currently the producer and host of the Coffee People and Coffee Smarter podcasts and a brand ambassador for Roastar, Inc., a coffee packaging company. Ryan is a self-described creative raccoon, always reaching for the next shiny creative project to add to his current collection. Having grown up in a family restaurant, he has continued to keep a foot in the door of the hospitality space for more than three decades. His passion for collaboration overlaps with his desire to make things. He is particularly drawn to projects in the hospitality space and recently launched a coffee collaboration celebrating the language of the Midwest called Yeah, No...Yeah Coffee with Minneapolis-based roaster Relative Coffee Company. (Ryan currently lives with his wife and dog in Southern California, where he procrastinates before deadlines by drinking coffee, riding his bicycle, or reading a book.) Today we get to hear Ryan's story of hospitality, creative pursuits, personal challenge and victory, and what he has learn creating a platform for the story behind the people of coffee. Links: Roast! West Coast Newsletter* - Signing up is the best way to support our effort. R!WC Youtube - video podcasts coming soon. 1st release 1/22/2025 Coffee People on Spotify Coffee People on Apple Podcasts Yeah, No...Yeah Coffee (Direct Link on Relative shop) Coffee + Cactus Coloring Book One Wild Life Co. Roastar Related episodes: 112 : The Power of Story w/ James Harper of Filter Stories Podcast 391 : Founder Friday! w/ Megan Wilson of Spuds Coffee in Ft. Lauderdale, Florida 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar.... - LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? - The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! Click below to fill out your application now! KEY HOLDER COACHING APPLICATION INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Whether it started purely as a quest for efficiency, or as a way to achieve consistency in a blend, pre-blending green coffee is a pretty staple practice for coffee roasters. The alternative, and perhaps original way of blending is the classic post-roast blend whose adherents tout its ability to give them ulitmate control of each coffee and thus better quality. Whether you do one or both of these methods of blending in your roastery, it always helps to explore the why behind them, and talk about the possible benefits and drawbacks of each. To help us understand this more I am thrilled to bring on to the show roasting educator extraordinaire and founder of Relative Coffee Co., Bryant Banker-Scannell! Bryant has helped launch the coffee careers of hundreds of new roasters through his work as lead roasting instructor and the heart of the in-house roastery at Mill City Roasters®. He also owns and operates Relative Coffee Co. which combines his passion of roasting, design, and photography to create a fun and tasty coffee brand. Based in Minneapolis, Bryant has worked in cafe and roasting positions since 2011. With over a decade of roasting experience, he believes coffee should be approachable, fun, and unique to your experience in the industry. We discuss: Bryant's Beginning in Coffee Education Based in Reality The Art and Science of Coffee Roasting The State of Blending Coffee Omni-Roasting vs. Individual Characteristics Pre-Blending vs. Post-Roast Blending The importance of Quality Balanced with Efficiency The Importance of Heat Management in Roasting Post-Roast Blending: Advantages and Considerations Links: www.relativecoffeeco.com Instagram: @relativecoffeeco Related episodes: ROR #24 : Perspectives on Roasting for Espresso w/ Jaroslav Tuček of Doubleshot, Czech Republic RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind" ROR #8 How Post-Harvest Processing Impacts Flavor w/ Siva Subramanian and Byron Holcomb of Olam Food Ingredients RoR #4: Practical Thermal Dynamics w/ Candice Madison of Royal Coffee / The Crown Oak Our Sponsor for Rate of Rise! www.millcityroasters.com

Does this sound familiar? "You should shop here because we are local! ...or we support this cause! ...or we have this association!"? While our identity and associations in the community are beautiful and add depth to what customers might love about you, too often we can use these things as means to solicit support in ways that are as though we are guilt trip on people. There are many issues that arise from this that could damage not only your business but the thing you may want to support or represent. Today on Shift Break we will be talking about why no matter the nuances of your unique business, your success and value proposition needs first be the quality of how you serve in the cafe, then the nuances and details of the why will be best represented. When you get the order correct, this leads to a better chance of serving that cause and the community you want to support or reach. Related episodes: "Local" does not Equal Quality Make Your Problems More Specific 406 : Five Ways to Immediately Improve Your Coffee Quality 502: Creating Meaningful Coffee Experiences Differentiation Takes Time! INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Even with all the conversations and tools available to us around the subject of hospitality, it is easy to engage in the pursuit of it in a way that ends up not resonating and lacks meaning. We can go through the motions, inspired as we are by the example of others, and not see the magic we assumed would follow our efforts. So, what does running a coffee shop with meaningful hospitality look like? Today we are going to deep dive into this subject and breakdown for you in detail the areas, levels, and methods for engaging in and cultivating meaningful hospitality both across the bar and behind it. We cover: How meaningful hospitality as a lifestyle and conviction. Why aligning business values with operations is crucial Recognizing and rewarding positive actions How building trust takes time and consistent effort Every interaction should validate the customer's significance. Why protection and accountability is important in meaningful hospitality Where patience and understanding human needs is fit in effective hospitality Understanding individual needs is crucial for effective service Why systems should support the values of the business Consistent application of standards is essential for fairness Mutuality and co-creation enhance the hospitality experience Why emotional metrics are as important as numerical ones Continuous learning is vital for hospitality providers Letting go of outdated practices is necessary for growth This was originally a talk developed for a webinar put on by our coffee friend, Sarah Naylor of Day Break Coffee cart. See the link below to learn more about what she does! Link: www.daybreakcoffeecart.com Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 424: Developing Menu and Hospitality Guides 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 343 : Founder Friday! "Curated Edition" | Hospitality + Meeting People Where They Are Spiders and Customer Service 271 : Why the Cash Register Controls Everything The Broken Chair The Difference of Deference to your Staff Systems as Care INTERESTED IN 1:1 CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

The value proposition of a coffee shop is not a complicated one. Kind service and hospitality in a clean and well organized space serving consistently great coffee. Boooring! At least that what it seems like we must be thinking. Why else would we be so obsessed with the new and novel at the expense of mastering the basics? Today on Shift Break we will be talking about why we should always focus our best energies and focus on the basics that effectively provide guest and staff with a fulfilling experience. It's not about entertaining ourselves with novelty and complexity as though we are too cool for the basics, its about hosting and serving others through the basics. Related episodes: 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 500! Reflections and The Role of the Coffee Shop in the Industry 485: Your Shop vs The Industry - How to Free Yourself From Dependency INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

The act of creating a space is the core existence of the coffee shop operator. The way we set our minds to the task of serving through selecting colors, textures, material, ingredients, and of course our words and actions. This all creates a singular experience we call a cafe. Today's guest has a deep appreciation for and experience helping people build these spaces, quite literally one brick at a time. I am so pleased to welcome to the show, Armen Alajian of Arto Brick! Armen Alajian is a self-described dreamer and maker with a passion for making and merchandising products that help others create spaces of hospitality and warmth. He co-owns and operates Arto, a handcrafted tile business based in Gardena, California, part of the greater Los Angeles area, alongside his brother, Varoujan (Vod). Through his work, Armen aims to inspire and support the creation of beautiful, welcoming environments that bring people together. An Armenian-American with roots in Egypt, Armen draws on his rich cultural heritage and lifelong dedication to faith, family, and craftsmanship. Together with his wife, Sally, he is raising eight children, attempting to instill in them a sense of responsibility, creativity, and an ownership mindset. Sally is Armen's steadfast partner in both life and purpose, supporting his vision of building meaningful connections through his work. Guided by the principle to "Set and surpass expectations", Armen combines his love for making with an unwavering focus on service. His goal is not just to build products but to build connections—creating tools for others to design spaces where people can gather, share, and thrive. In this conversation we learn about: Arto Brick's history of craftsmanship. Why we should look to create unique spaces Why commerce is an integral part of culture and community building. How intentional design can create peaceful and inviting spaces. Material choices significantly impact the overall experience of a space. The idea that he people involved in a space contribute to its atmosphere. The importance of every element in a space working together harmoniously. How understanding customer intentions leads to better design outcomes. Unique manufacturing processes can create a sense of magic in products. Company culture and employee satisfaction / retention. Why we need gratitude in our hospitality Creating spaces of peace enhances customer experiences. Why community and connection are vital in the workplace. Striving for high aspirations and key learnings for leaders Links: www.arto.com Instagram @artobrick Related and recommended episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 511: The Art of Designing Unique Coffee Bars w/ Scott Magic of Magic Architecture SHIFT BREAK: Embrace Your Space SHIFT BREAK : 2 Tips for Bar Design 275 : The Changing Landscape of Cafe Spaces w/ Dr. Jennifer Ferreira 206 : The Emotional and Social Impact of the Cafe Space w/ Noa Berger 367 : Designing Your Coffee Shop for Community w/ Dr. Lisa Waxman 375 : Founder Friday! w/ Roland Horne of WatchHouse 205 : Inside Caffe Florian, the World's Oldest Coffee Shop ! | Venice, Italy INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Delegation is a difficult, but necessary part of growing your coffee business. It is critical in helping you grow as well. Delegation of responsibility and authority is a response to the growth of the business that, while promising to expand your organizations capacity to steward that growth, tests your resolve. That is because of what we will call the "delegation dip". Today on Shift Break we will be talking about how you can (and must!) navigate the initial dip in performance associated with delegation in order to push through to the other side where it creates higher performance, capacity, and stability in the cafe. Related episodes: 267 : The Power of Delegation SHIFT BREAK: Don't Just Do It 475: Essential Tools for Cafe Management Messy Can Be Beautiful 362: How to Handle Growth in Your Coffee Shop INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

How do you brew great coffee at home? That question is probably one of the most searched and asked questions that has unleashed what seems like a never ending stream of educational platforms, curated lists, videos, and blogs. It is honestly both exciting and overwhelming. The new question might actually be, "how do I make sense of all my options to make great coffee at home?" That is where today's guest, Justin Piercy of Daddy Got Coffee steps in to help. Justin Piercy is the former sound engineer, family man, coffee enthusiast, and now full time home coffee education professional behind the popular, fun, and approachable platform, Daddy Got Coffee. His work has a lot to do with creating clarity for viewers to find what works for them to enjoy the coffee they buy at our roasteries and, in turn, this helps those home enthusiast become more discerning customers of the cafe. In this interview we explore not only Justin's own story of how he came to champion home coffee education, but also how home coffee as a category has influenced cafe culture and why it has been a force for good. We discuss: The Spark of the Coffee Enthusiast Navigating the Learning Curve The Intersection of Creativity and Logic Understanding the Coffee Enthusiast's Mindset The Impact of Home Brewing on Cafes Understanding Your Audience's Needs Defining Success in Coffee Business Intentionality in Coffee Choices Links: 360: Encore Episode! Hosting Consumer Coffee Classes: 7 Tips for Success 035 : The Consumer Revolution w/ Kevin Sinnott 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab 322 : A Conversation w/ LaNisa Williams of Barista Life L.A. Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Let's face it, the look, feel, and functionality of the physical coffee shop will always be an important part of showing hospitality to our guests. The issues we are faced with is one as old as time. We meticulously set up our spaces when we first open, get busy, and then slowly allow them to fall apart. We don't notice it so much because we are busy with other things, but the customers notices, and taken together, it has a dramatic impact on everything we put our hands to. Today on Shift Break we will be discussing the importance of taking very good care of your coffee shop. The space itself is a sacred one. The first place we encounter the truth of marketing claims about quality, community, specialty, excellence etc. In this new year lets determine to focus on keeping our shop as a way of keeping our promises and the first basic step in showing the hospitality we say we want to offer. Related episodes: 307 : 10 Simple ways to Level Up your Coffee Shop SHIFT BREAK: Focusing on the Whole, Not the Part The Impact of Absence 2nd First Impression : Tips for Welcoming Customers Back Working Clean : Tips for keeping the bar looking and working well while you work The Currency of Urgency 498: 10 Small Things to Fix in Your Coffee Shop This Week INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

It's that time of year where we are collectively setting our sights on both the past and the future. What will this next year of 2025 hold for you and your coffee shop? The answer to that question is that your tends to be made up of the things you focus on most. So if we want to increase our chances of experiencing good things, we need to increase our focus on what good things we would like to see. Today you and I are spending some time together to focus on 7 words / areas that I believe are worthy of your focus in the New Year. Take these words and think on them, ponder and meditate on how to bring them into your personal practice, your communication and training of staff, and your cafes operations. If you can meaningfully integrate these things into the fabric of your organization in 2025, you will definitely have a good year. We discuss and explore: Presence Iteration Resource Discovery Joy Communication Quality Links: 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 173 : 5 Areas of Focus for Retailers 489: Tips for Creating a Resilient Cafe 181 : Organizational Self-Knowledge 453 : The Craft of Operations Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Every Coffee Fest we get to sit down with some very cool presenters to chat about their businesses, area, of expertise, and insights that will help you run a better cafe. The last show of the year took place in Minneapolis, MN and was a wonderful time of sharing, community, and value. Even though my equipment decided (after 8 years of service) to die on the spot of my first interview, we got to catch up with two presenters over Zoom and have some very helpful conversations. Today we are presenting to you my interview with Jaime Becker-Finn of Makwa Coffee and Frederick Dubose of Sun Bean Coffee! We start with Jaime Becker-Finn Jamie Becker-Finn is the founder and owner of Makwa Coffee, a community centered craft coffee shop that opened in Roseville, MN in 2022. Jamie is a descendant of the Leech Lake Band of Ojibwe and named the shop after her clan - "makwa" is the Ojibwe word for black bear (pronounced "muck-wuh"). In a sea of suburban chain stores, Makwa Coffee is proud to be a unique and values-driven space where queer folks, Native folks, and the entire community is welcomed. In addition to running the shop, Jamie is an attorney and is also wrapping up eight years of service in the Minnesota House of Representatives, where she chaired the House Judiciary Committee. Jamie grew up on the rez near Cass Lake and goes home often. She loves her people, her dogs, live music, books and soccer. Links Instagram: @makwacoffee https://www.makwacoffee.com/ Next up we have Fredrick Dubose After dedicating over 20 years to mentoring and supporting young people, Fredrick recognized that creating a physical space where the community could gather and engage was the next step in his mission to foster connection and growth. This vision became a reality when he opened SunBean Coffee Shop. His experience in youth work taught him the value of creating safe, inclusive environments where people can thrive. SunBean became that space for not only young people but for the entire neighborhood. Fredrick saw an opportunity to continue his mentorship by hiring local youth, offering them not just employment but life skills, a sense of responsibility, and a platform to contribute to their community. SunBean is a local institution known for its welcoming atmosphere and positive impact. His coffee shop has become a space for conversation, creativity, and collaboration, hosting community events and offering a venue where people from all walks of life can connect. Fredrick's transition from youth work to business ownership is a testament to his belief that community service and entrepreneurship can go hand in hand, each reinforcing the other to create lasting change." Links https://sunbeancoffeemn.com/ Instagram: @sunbeancoffeemn INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min

For this last Founder Friday of 2024 we are featuring a story that I believe really embodies the spirit of entrepreneurship that fuels so many coffee shops. From a cart in the pandemic, to a thriving cafe and catering business, Thrd Coffee, Lead by Raoul Adwan, has shown what is possible when you build with passion and focus. Raoul Adwan is a Chicago native of Mexican and Bolivian descent who turned a passion for coffee into a thriving business. Raoul launched his venture during the pandemic with the help of a stimulus check, starting off with a single coffee cart offering street-side brews. What began as a humble pop-up operation quickly gained traction, and within four years, Raoul's business expanded to a brick-and-mortar location (currently in the works for his second shop) , complemented by multiple carts equipped with top-tier coffee gear. Today, Raoul leads one of Chicago's top coffee catering operations, serving corporate spaces and buildings across downtown with full-service coffee bars. His innovative approach and commitment to quality have positioned his business for rapid growth, with projected 2024 sales of over $600K and total gross revenue (starting from 2020 to now) hitting $1.15M. Raoul's journey is a testament to entrepreneurial spirit and community-driven success. Links: https://www.thrdcoffee.com/ @THRDCOFFEECO Related episodes: 453 : The Craft of Operations 432 : How to Win in Specialty Retail Coffee Creative Avoidance : Thoughts on Long-game Management 169 : Designing the Guest Experience w/ Dr. Lisa Waxman 115 : Finding Success in Mobile Coffee w/ Tim Cox / Communion Coffee 422: Coffee Truck Success w/ Vincent LaVolpa of Green Joe Coffee School 384 : How to Run a Successful Coffee Cart w/ Sarah Naylor of Daybreak Coffee Cart 385 : Founder Friday! w/ Arick Davis and Sarah Laman of Last Mile Cafe, Grand Rapids, MI 187 : A Conversation with Nikki Outlaw of Anecho Coffee Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Labor cost is probably the number one most worried over metric in the cafe. Of course, like any other metric that signifies the health of the business, your labor cost needs to be something you pay attention to and control. But the way many cafes approach labor cost can be akin to sawing off the branch they sit on. Short term gain, long term detriment. In a time where the need for talent acquisition and wages are on the rise, it is time we take a fresh look at ways to grow and maintain profitability. Today on Shift Break we will be talking about ways to view your labor cost in light of the whole business, how to prioritize your focus and energy, and why your investment into labor may not need to be as tightly controlled as you have been led to believe. Related episodes: 341: How to Think About Success 009 : How to Approach Data and Metrics w/ Simon Ouderkirk : Simon shows us how we should be thinking of numbers and their relation to our shops, baristas, and businesses 302 : Data's Roll in the Success of your Shop w/ Mark Calhoun and Jim Strarcev of Perfect Cube 244 : Top 10 Ways to Lose Employees INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Music and coffee seem to just go together. If you are into one, the other is not far behind. Both coffee and music inspire and create community that fuel's our lives. Today's guest began his coffee journey as a full time touring musician and was immediately hooked. His journey took him from e-commerce and pop-ups, to now his own brick and mortar store. Today we are chatting with Acey Slade of the weird and wonderful, Cat Fight Coffee! Catfight Coffee was formed in 2020 by career musician Acey Slade (Dope, Joan Jett and the Blackhearts, Til Lindemann of Rammstein) and his wife Meiling (a Taiwanese native) when both saw their respective careers put on hold due to Covid Lockdown. Acey, having had a previous background in the coffee industry and Meiling having a successful career in beauty industry. They put their experience to work and Catfight Coffee was born as e-commerce business. Today Catfight Coffee is available in over 80 retail outlets across North America. Roasting and distribution in the UK will begin in early 2023 as will the first retail outlet in Asia. We cover: From Music to Coffee: The Birth of Catfight Coffee Pop-Ups and Community Engagement Balancing Personal Taste with Customer Preferences Branding and Marketing Strategies Creating a Welcoming Coffee Shop Environment Building the Brick and Mortar: Challenges and Insights The Importance of Customer Experience Learning from the First Week of Operations Hiring for Success in the Coffee Business Personal Growth as a Business Owner Advice for Aspiring Entrepreneurs Links: https://www.catfightcoffee.com/ IG : @catfightcoffee Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

There is no doubt about it, having a training lab is a wonderful asset to have for elevating the quality of your training...until it isn't. Truthfully, much like any tool, it depends on how it is used and whether it is part of a bigger picture. Today on Shift Break we will be talking about the good and the bad of training labs. You don't necessarily need one, but if you do have a lab or are wanting to create one, then this episode will help you create it and use it in a way that produces more than just classroom knowledge, but real world skill. Related episodes: 505: Maintaining Excellence in the Everyday Work of Coffee Shops w/ Maxwell Dashwood SHIFT BREAK: Minding Our Business SHIFT BREAK: Detail Oriented Staff Starts With You You Need to Prioritize In-House Training! INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Ideas are like green coffee seeds. They are bundles potential cultivated by earnest hands that are then received by others who take them and develop them further. The final rendering of that seed can and does often result in something beautiful. This is how I think of mediums like podcasts, videos, and, of course, books. Today I want to share with you 5 books that I believe speak to areas of our lives and businesses that will bring inspiration, perspective, comfort, and growth. They are all special and I hope you take the time to dive into one or all of them sometime soon so you can see what grows from the seed of those ideas in your life. Links: Celebrating the Third Place Shopkeeping What to Remember When Waking Unreasonable Hospitality The Art of being Indispensable at Work The Practicing Mind Related episodes: 083: 6 Essential Books for your Professional Growth 137 : Essential Books for your Professional Development vol.2 : Five books to help you grow Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

The title of today's episode sounds like a no brainer, but you may or may not be surprised to know that it is way easier than you think to be this way when traIning baristas. It is not something that we set out to do, but is born from a confluence of insecurities, myopic focus, passion, and assumption. I say this as someone who has certainly lived it and wants to help you avoid making the same mistake. Today on Shift Break we will be talking about how you can approach training in a way that lessens or avoids entirely the things where you are perceived as a jerk, in favor of being seen as an advocate and resource for success. It can be done! Related episodes: SHIFT BREAK! How Long Should it Take To Train a Barista? You Need to Prioritize In-House Training! 331 : The 7 Deadly Sins of my Career 074 : The Life Changing Power of Good Authority w/ Jonathan Raymond 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

I feel as though this question is constantly on the mind of owners. It is a question born from a desire to have a well trained staff that makes the quality of the work more consistently great, as well as a desire to be an effective trainer and have the staff "get it" quickly. Throw in a little bit of owner insecurity as they are learning all this stuff themselves too, and you get a recipe for miscommunication, assumption, and frustration that seems to be in the background of the question. Trouble is we often will default to assuming that the manor and amount of training we are doing is surely not the issue, and instead the issue lies with the staff. Truth is a little less straight forward. Today on Shift Break we will be talking about how long you should expect to train staff, and how to know that you have truly put in a good and appropriate amount of planning, structure, and effort before seeking to address the one being trained. Related episodes: Insecurity in Management SHIFT BREAK: Evil Owners and Lazy Baristas 330 : Establishing Systems in Your Coffee Shop 506 : Critical Workflows Every Coffee Shop Needs 496: Hard Decisions and High Standards 235 : 4 Tips for Training your Staff 339 : What Good Barista Training Produces SHIFT BREAK: Respecting Your Barista's Professional Boundaries Reasonable Expectations INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Creating a cafe space is about finding a fitting home for the equipment and people behind the counter who will use it. It is about finding a synthesis, a flow, and a feeling that is functional and remarkable all at once. The life of the business is either helped or hampered by the decisions we make in designing the space. In the many choices and acts of creation we engage in, both in opening, and then in tending to our shops, we bring forth something unique for us and our guests to partake in. Today's guest has designed some of the most unique spaces and coffee shops and is here to share his wisdom! Scott Magic is an award-winning and published architect whose principles lie in strong detailing, room making and using materials to bridge the past with present. While primarily working in the Hospitality and Beverage sector, his expertise includes retail, office spaces, historic renovations, adaptive reuse projects and unique single-family homes. Prior to founding MAGIC, he helped grow the acclaimed architecture firm, Michael Hsu Office of Architecture and the worked for architect-developer Jonathan Segal. Scott holds a Bachelor of Architecture degree from the University of Oregon. His Austin-based firm is purposely kept small, to maintain quality and engagement in all aspects of the work. The firm's current projects are scattered throughout Texas, California and the Saudi Arabia. He has designed many amazing cafe spaces including the groundbreaking, Meteor Cafe, Fox Trot, Intelligentsia Austin, and Proud Mary Portland, Congress In this episode you will learn about: The Journey into Architecture Understanding Coffee Shop Functionality How flow and layout impact customer experience. Designing Unique and Memorable Spaces How lighting plays a crucial role in the ambiance of a coffee shop. The Importance of Human Connection in Design Creating Iconic Spaces with Intentionality Future Trends in Coffee Shop Design Links: www.scottmagic.com Related episodes: 367 : Designing Your Coffee Shop for Community w/ Dr. Lisa Waxman 169 : Designing the Guest Experience w/ Dr. Lisa Waxman 448: Founder Friday! Part 1 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor! 448: Founder Friday! Part 2 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor! 240 : What to do before your Build your Bar Embrace Your Space SHIFT BREAK : 2 Tips for Bar Design Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

One of the beautiful things about working in coffee today is the connectivity that is available to players in the value stream. Those who want to make the biggest difference, both use and innovate better versions of these various avenues for connection to build trusting and generous relationships that bring thriving and understanding. Today's guest live and breaths this mission. I am so honored to welcome to the show, Beamlak Bekele! Beamlak has experience working as a Green Coffee Export Manager, Logistics and Documentation Supervisor, and Coffee Quality Control Specialist. She is the 2nd-place national barista champion, and currently working as the project coordinator for IWCA Ethiopia. Being raised in a family that has worked in the Ethiopian Coffee industry for decades, Beamlak is interested in learning how to bring origin country perspectives to international coffee dialogues and how to design gender-inclusive and sustainable operational systems in coffee businesses. Beamlak has also just returned from a tour in the United States after participating in the Cxffee Black barista exchange progam and being a guest at Nossa Familia In this conversation we explore her upbringing in coffee, career, perspectives on trade, and the importance of better systems and trust in coffee relationships. You will learn about: Family Legacy in Coffee Production Education and Its Impact on Coffee Understanding Transitioning into Professional Coffee Roles Ethics in Coffee Trade and Farmer Benefits Empowering Women in the Coffee Industry Building Sustainable Relationships in Coffee Trade Ethiopian Coffee's Unique Value Proposition Connecting Trade and Consumer Experience The Role of Baristas in Coffee Culture Transforming Consumer Perceptions of Coffee Community and Collaboration in the Coffee Industry Links: Beamlak on IG @HUMANS_OF_COFFEE Related episodes: 488: Founder Friday! Honoring Coffee's Root w/ Bartholomew Jones of Cxffee Black! 451: Business Growth, Integrity, and Coffee Farmer Equity w/ Martin Mayorga of Mayorga Coffee 397: Diversity and The Color of Coffee w/ Keith Hawkins, The Color of Coffee Collective 413 : Coffee Education and Training at Origin w/ Fabiola Solano of Soy Barista 335: A Better Business Model for Coffee Farmers w/ Thaleon Tremain of Pachamama Coffee Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

It's Founder Friday! I am so thrilled to feature people who have become friends through getting to know them at coffee vents over the years. They have launched their own coffee house and made something as unique as they are themselves. Nicolas and Krystal Tanaka are siblings and the proud owners of Kohiko Coffee House, located in Sugar Land, Texas. They've combined their unique backgrounds and extensive experience in the coffee and food & beverage industries to create a space that brings quality coffee and Japanese hospitality to the Houston community. Nic, the visionary behind Kohiko, shared his passion and vision for the coffee house after his first trip to Japan. He had already begun his journey as a barista in a specialty coffee shop in Sugar Land. He approached Krystal with the idea during her time pursuing her MBA, which led to them working together on an entrepreneurial project in her final semester. This is where they saw that their passions and strengths complemented each other. As Peruvian and Japanese Americans, they felt particularly connected to bringing something unique and special to Sugar Land. They honed in on the idea of bringing quality coffee with Japanese hospitality to Houston. After Nic became a two-time Coffee Fest World Latte Art Champion and Krystal graduated from her program, they chose to pursue this endeavor together. Their family has always inspired and motivated their journey. Their grandfather, Roy Tanaka, an entrepreneur who instilled Japanese values and compassion, played a key role in shaping their vision. Their youngest brother, Kenji, continues to inspire them as he makes a name for himself in the coffee world. They are grateful for their community who helped motivate and encourage them to turn their dream into a reality! Today we are exploring their story in 2 parts. First we talk with them on their first day being open. Next we catch up with Nic and Krystal after five months of operation. These conversations presented back-to-back give us deep insight into the values, vision, plans, and life of the business from conception to full open and growing. I love the whole Tanka family and after you listen to today's episode I think you will too! Enjoy! We discuss: The journey to deciding to open a shop The Challenges of Being Your Own General Contractor Embracing Japanese Hospitality and Quality The Importance of Transparency and Openness in Service Building a Positive Work Environment through Communication Exceeding Expectations on the First Day Navigating Personal and Professional Life The Impact of Viral Success Adapting to Demand and Building a Team Why transparency and openness are key aspects of service Scaling Operations: The Ice Dilemma Strategic Growth: Balancing Innovation and Stability Resilience in Entrepreneurship: Staying Grounded Links: www.kohikocoffeehouse.com Instagram: @kohikocoffeehouse Related and Recommended Episodes: 396 : Founder Friday: Before + After Edition! w/ Jonathan Pascual of the Newly Opened Opo Coffee. Founder Friday! w/ Adam Obrátil of Industra Coffee, Brno, Czech Republic' 150 : Founder Friday w/ Kyle Wells of Torpedo Coffee, Denver, CO : Before & After Episode 489: Tips for Creating a Resilient Cafe 240 : What to do before your Build your Bar Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Did you know that, in spite of all the work you do for others, the sacrifices you make to run your business and do what you can for your staff, plus the positive impact on your community, the you are ACTUALLY evil and/or complicit in the demise of coffee and the people in coffee? Well, if you listen to the conversations, articles, and headlines being created about you by people who don't know you and the details and nuances of the work you do, you'd be tempted to take on that accusation and guilt as statement of fact and forget about the good work and proof to the contrary in a bid to chase social standing among people whose job it is to find fault above all else. Not a great idea. Today on Shift Break we will be talking about why it is critical that you choose to participate in and give energy to the right conversations so we can create virtuous cycles instead of downward spirals. I am thankful for you all and the good you do for people through coffee everyday! Related episodes: Faithfulness and Honesty SHIFT BREAK: Minding Our Business Thankfulness and Giving Energy to the Positive Your Peers are not Your Customers Priorities and Deep Thankfulness 485: Your Shop vs The Industry - How to Free Yourself From Dependency INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Coffee brings people together for all sorts of reasons. One of the beautiful ways coffee is used is as a vehicle for change in areas of our world that desperately need it. Nowhere is change more needed than in the realm of human trafficking and exploitation. I am thrilled to talk with a couple of professionals on the front lines of this fight. We are talking with Jenny Barber and Jake Jiron of Talitha Coffee Roasters! Jenny Barber, Cofounder of Talitha Coffee Roaster has spent the past 14 years becoming an expert on the topic of Human Trafficking. Determined to make a positive difference after witnessing the devastating, intergenerational impact of the issue from a young age Jenny founded Talitha Coffee Roasters. Their mission is to end Human trafficking and support survivors, one sip at a time. They do this By creating job opportunities, providing support for survivors of human trafficking, and partnering with experts as well as individuals and organizations seeking to benefit others. Jenny herself is a survivor of childhood exploitation. Today, she's a mother of 6, college graduate, business and non-profit leader, and tireless advocate. Jake Jiron, originally from Bakersfield, CA, began his journey in specialty coffee in 2016 after graduating from San Diego State University. Starting as a farmer's market pop-up coordinator, he quickly expanded his roles to include admin tasks, invoicing, delivery driving, and ultimately transitioned into sales. Over the past seven years, Jake's focus has been on selling coffee and managing wholesale customers, turning his passion into a dedicated career. Inspired by the mission and vision of the company, he knew he wanted to be part of something bigger that made a tangible difference in people's lives. Believing he could use his skills to support those in need of employment and opportunity, he made the decision to join Talitha Coffee. In this conversation we discuss: Building a Business with Purpose: The Talitha Model Creating Employment Opportunities for Survivors The Importance of Quality in Coffee and Mission Alignment Navigating Relationships with Wholesale Accounts Training and Supporting Survivors in the Workplace Empowering Survivors Through Care Plans Onboarding and Workforce Readiness Celebrating Growth and Skills Development Fostering Long-Term Relationships Partnerships for Impact and Support Links: www.talitha.com Instagram: @talithacoffeeroasters Related episodes: 106 : Changing Lives Through Coffee w/ Pamela Chng of Bettr Barista Founder Friday! Youth, Foster Care, and Human Connections Through Coffee | w/ Miah Sommer of Astute Coffee in Omaha, NE 334 : How to Approach Deescalation w/ Melissa Tucker of Mind Over Matters and Pathways to Peace 180 : A Conversation with Rugid Grind Founders, Brian Washington and Averett Barksdale 192 : Freedom through Coffee w/ Esther Hope-Gibbs of Manumit Coffee Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Ah the age old debate. Should you hire someone who is experienced working in coffee? On onhand they have skills that may be helpful and on the other they might have bad habits you need to address. Or should you hire someone without experience? Their first exposure to coffee will be at your shop and you get to train them up on your standards from the start. At the same time they ma take longer to train and could experience bore inertia getting used to the work a coffee shop requires Today on Shift Break we will be talking all about how to decide between potential employees with varied experience backgrounds so you have the best chance of hiring the right person for the role. Related episodes: SHIFT BREAK: Minding Our Business SHIFT BREAK: Hiring based on Staff Preference vs Business Needs SHIFT BREAK: Wrong Fit For the Role, or Wrong Fit For Your Business? Raising Your Hiring Standard INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

When you think about the things that make the biggest difference in culture, hospitality experience, staff morale and the profitability of your coffee shop, you would be forgiven for being overwhelmed. There are so many moving parts in food and beverage operations it's hard to know what lever to pull to make a difference. Well the good news is that, according to today's guest, when you apply focus and systems to the most critical 30% of those areas that make up you cafe, you will transform the business and go from striving, to thriving! I am very pleased to welcome to the show, Preston Lee of The 30% Rule! With over 20 years in the business and being a part of 25 restaurant openings, Preston is on a mission to help independent restaurant owners gain the knowledge and best practices on how to best train, lead, and nurture their staff to build a robust culture. Ultimately leading to the highest level of consistency and customer retention. Today we talk with Preston all about how some hard lessons learned early on in his carrier shaped him and what he does now to help hospitality businesses with their culture, sales, training, and quality. This is a really motivating talk that I hope focuses you on the right areas to make the biggest difference in your coffee shop. In this conversation we layout the plan for: The Importance of Training and Development Systems and Structure in Hospitality Setting Expectations and Accountability The Importance of Systems for Job Security Focusing on the 30% That Matters Expectations for Turning Around Operations Training as the Key to Change Links: Instagram: @the30rule Instagram: @the_30_rule www.the30percentrule.com Related episodes: 330 : Establishing Systems in Your Coffee Shop 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 453 : The Craft of Operations 339 : What Good Barista Training Produces Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

In recent weeks Starbucks has announced it will no longer charge for plant-base alternative milks. This comes after efforts from activists claiming discrimination. Starbucks aside, the conversation about up-charging for alt milk has been going on for a while now with people who feel strongly on either side of the topic. Today on Shift Break we will be talking about whether or not you should be charging for alternative plant based milk options, how to approach this from a practical business perspective, why it's not a great idea to be so obsessed with what major retailers do, and how not to be bullied or guilted into conforming but rather make sound decisions. Related episodes: 184 : Making Great Business Decisions w/ Dave Stachowiak 181 : Organizational Self-Knowledge 223 : Building a Financially Resilient Business w/ Andrew Carroll 136 : Nourishing the Barista's Soul: A conversation w/ Deb Kaminski of Pacific Natural Foods 485: Your Shop vs The Industry - How to Free Yourself From Dependency INTERESTED IN CONSULTING AND COACHING? If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

The way customers and staff experience our cafes is based many experiences and moments taken together to form what they know as our culture or brand. Each experience can be broken down into many different parts that happen within even one visit and the smart operator knows that unless there is a plan set up ahead of time for how we want those moments to go, then we will provide less than stellar service. The customer loses out on experiencing our best, and we lose out on keeping good customers and good staff. Today we are going to be talking about a few critical workflows I believe every coffee bar needs to have detailed nd trained on in order to serve people very well every day. Take this episode as an assignment and go create these for your shop as soon as you can! Include the staff and launch these as guiding processes so your coffee shop will thrive. In this conversation we layout the plan for: Menu Workflows Change workflows Customer Experience workflows Related episodes: 399: Encore Episode! How to Change Things in the Cafe 307 : 10 Simple ways to Level Up your Coffee Shop 291 : What to do if Your Baristas Wont Listen to You 191 : Retraining your Staff on new Standards 424: Developing Menu and Hospitality Guides 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 058 : Holiday Hospitality Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Training your staff is easily one of the most important things to get right if you want to set them up for success and make sure your customers are getting a great experience every time. Every place has their own way of doing training and most of it is cobbled together from different sources in a desperate bid for a positive outcome. The result if all to often a staff that is under prepared, frustrated leadership, and guest experiences inconsistent standards. Today on Shift Break we will be talking about the absolute best way that every coffee bar should be training their staff in order to bring provide excellence day in, and day out. I know that seems like a big statement. All coffee shops? Yes, I truly believe and have seen time and again, that if you apply this approach in your shop you will see a real and substantial improvement in morale, consistency, and quality Related episodes: 235 : 4 Tips for Training your Staff 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles 301 : Hiring and Training for Excellence 339 : What Good Barista Training Produces 191 : Retraining your Staff on new Standards 178 : Training Masterclass w/ Emma Haines of London School of Coffee and Caffeina Consulting 130 : Anne Nylander | Training Principles for Specialty Coffee Professionals SHIFT BREAK: Detail Oriented Staff Starts With You You Need to Prioritize In-House Training! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Innovation and an obsession with what is "new" has long been a primary force capturing the imagination of coffee pros and entrepreneurs. Trouble is that the novel and new, while it may be good at grabbing or capturing attention, is not great at keeping and sustaining us, or our businesses for that matter. In fact, innovation and constantly looking for something have the opposite effect than what it seems to promise. Enter the idea of maintenance over innovation and everyday excellence. I recently came across a post from today's guest on linkedIn detailing his thoughts on this and I knew immediately we needed to bring him back on the show to talk this out! I am thrilled to welcome back to the show Maxwell Colonna- Dashwood! This will be a very conversation that will illuminate the path that I believe all of us need to be walking in the coffee shop space. As always, Maxwell's keen insights serve as a guide and a resource to better shops and better coffee. In this conversation we discuss: Innovation vs. Maintenance in Coffee The Importance of Hospitality in Coffee Shops Understanding the Value of Consistency Important Shifts in Innovation Perspectives The Role of Personal Identity in Coffee Innovation Why we need to focus on the fundamentals in coffee shops Navigating Staff Dynamics + Customer Experience Balancing Innovation and Consistency in Coffee Shops Customer Engagement in Hospitality Long-Term Vision in Coffee Shop Operations Links: www.maxwelldashwood.com @mcolonnadashwood Related episodes: 339 : What Good Barista Training Produces SHIFT BREAK: Defining Excellence and Success SHIFT BREAK: Pull Out The Fridge 480: Focus on What Your Customers Love Three Questions for Better Cafe Decisions SHIFT BREAK: Don't Focus on Coffee Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Today on Founder Friday we go to Azerbaijan to talk with the founder of a coffee shop and roastery that is at the heart of the national specialty coffee movement, Parvix Dadashov, of Untied Coffee Beans! Parviz is Founder and CEO of United Coffee Beans project, a trailblazing coffee business in the realm of specialty coffee in Azerbaijan. Parviz graduated from Tourism and Management University and has accumulated invaluable experience in the dynamic Food & Beverage sector. As a visionary entrepreneur, his journey with United Coffee Beans began in April 2017, where he set out to redefine coffee experiences in Azerbaijan. United Coffee Beans is a community, an experience, and a journey. The business revolves around the meticulous import, roasting, and distribution of specialty coffee beans in Azerbaijan. As pioneers of the Third Wave Coffee Movement in Azerbaijan, they are committed to delivering freshly roasted specialty coffee that consistently delights the senses. They do coffee equipment distribution, importing top-tier products for our local market. AND they run United Coffee Academy where they share knowledge and expertise, contributing to the growth of the local industry and fostering the skills of aspiring baristas. This was a really cool conversation hearing his evolution in the world of hospitality and how he built this business to create community and unite people through coffee! We cover Parviz's journey into coffee from a summer job and evolution through tourism and hospitality Founding United Coffee Beans to introduce specialty coffee to Azerbaijan. Overcoming skepticism due to his country's strong tea culture. Education and community engagement as keys to building a coffee culture. Creating a welcoming environment for customer experience. The importance of storytelling in coffee. Bridging tradition and innovation in coffee culture. The potential of the coffee community of Azerbaijan Links: Instagram: @unitedcoffeebeans Website: https://www.ucb.az/az Related Episodes: 434 : Founder Friday | Leo Ferreira | Puzzle Coffee Shop, Tanzania! 364 Founder Friday w/ Sarah Alakeel of Hjeen Coffee in Saudi Arabia 332: Founder Friday! w/ Iman Kusumaputra & Putri Yulandari of Kopikalyan, Jakarta, Indonesia 171 : Founder Friday w/ Matt Chitharanjan and Namrata Asthana of Blue Tokai Coffee Roasters in India

Coffee is great! Keeping it consistently great in the shop is a challenge and there are many tactics and tools to apply in learning more about coffee and applying what we learn in the shop. But what happens when we allow our pursuit of more coffee knowledge become a distraction from focusing on needed areas of improvement and maintenance in the cafe? Today on Shift Break we will be talking about how our focus on coffee, while needed to a degree, can become an escape from confronting, focusing on, and growing in other very important areas of the business and the relationship with people we manage in the shop. Stay tuned for a new episode next week with returning guest Maxwell Dashwood talking about the need for maintenance of excellence in contrast to our pursuit of innovation and novelty. Related episodes: SHIFT BREAK : Trends You Can Ignore 502: Creating Meaningful Coffee Experiences 469: Unremarkable Hospitality and Cafe Terroir SHIFT BREAK: Reassessing Growth 390 : 7 Ways to be Consciously Competitive 275 : The Changing Landscape of Cafe Spaces w/ Dr. Jennifer Ferreira 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

The coffee industry, specifically the coffee shop, has been changing. Trends and fads come and go, but movements are born from a collective need to evolve and mature toward a better way of operating professionally. It is not the trends that you need to worry about not getting in line with, but the movements. Today we will be covering five areas that have been changing in the coffee shop sector that I believe every owner and operator needs to embrace. These areas cover a virtually all corners of your business from the coffee itself, to the people making it, and how you lead and grow as a leader. In this conversation we discuss: Embracing the Five Movements in Coffee Prioritizing Hospitality in Coffee Shops Building Social Identity and Online Presence Creating Accessible Coffee Products Focusing on Customer Success Reforming Leadership in the Coffee Industry Related episodes: 502: Creating Meaningful Coffee Experiences 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference Building an Accessible Coffee Menu w/ Joe Marrocco 6 Truths About Power 069: Hosting Consumer Coffee Classes Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com Follow on Instagram! @Artobrick .... and tell them Chris sent you!

So many great ideas come from conversations, trade shows, podcasts, books, and videos. Ideas and epiphanies that will make your coffee shop better and solve problems that have plagued you and your team for too long. But how do you take the first step to apply those ideas why you feel you don't have the time. On today's episode of Shift Break we will answer frequent question I get asked when I am speaking at a conferences and with clients, how do I find the time to do these things when I am already as busy as I am? Good news, it is simpler than you think. Related Episodes: 399: Encore Episode! How to Change Things in the Cafe 489: Tips for Creating a Resilient Cafe 498: 10 Small Things to Fix in Your Coffee Shop This Week SHIFT BREAK : Evolution Through Small Steps If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected] of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

We all say that guest experience is the most important thing. I would agree, but exactly what do we mean by this? In today's marketplace we are hyper focused on efficiency over effectiveness. The result is that what passes for what we believe makes a great coffee experience, is something unsustainable, ineffective, but flashy and largely based on a trend instead of truly fulfilling the core needs of a customer in our coffee shop. Today we will be discussing what a truly meaningful guest experience needs to get right before skipping to the bells and whistles that are poor replacements for the basics done well. In this conversation we discuss: Customer desire for something that can fit into the fabric of their lives. Why the word 'experience' can mean many things, often leading to confusion. Meeting baseline expectations is crucial for customer satisfaction. Innovation and focusing on people, not just technology. How trust is built through consistent service and quality. Basic beverages should be executed with excellence. Hyper branding does not compensate for poor service. Unique experiences should come after mastering the basics. Customer experience is about hospitality and care. Why doing basics well transforms businesses Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 489: Tips for Creating a Resilient Cafe 045 : Simple, Powerful Hospitality w/ Philip Turner 424: Developing Menu and Hospitality Guides Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Want a beautiful coffee shop? All your hard surface, stone, and brick needs! www.arto.com