Keys To The Shop : Equipping Coffee Shop Leaders

The holiday rush is in full swing and many of us (most of us) are trying our best to just survive the frenzy. Shops are full of customers as well as friends and visiting family of our customers and it is a great time to not just survive the craziness but to increase our intentionality, presence of hospitality, and care for our staff and guest in spite of the pressure. Today on Shift Break we will be talking about how we can plan our energy, presence, and lean into ways to make the holiday time more than just a profitable time for finances, but also a time where we are reinforcing our values and bringing the our best selves to the work of coffee. Related episodes: 058 : Holiday Hospitality 254 : Holiday Hospitality Part 2 084 : Crushing the Rush : Tips and Best Practices for Busy Times 111 : Self Care 101: Taking care of yourself while taking care of others 176 : Harnessing Emotions at Work w/ Andrea Hoban of Oji Life Lab Episode 32: Making Order Out of Chaos Episode 57: SOPs FTW In my consulting work through KTTS Consulting, management and leadership structures are one of the main conversations we have. Working to create clarity, understanding, and systems for success in leadership has a compound effect on the rest of the business. Would you like to work with me 1:1 to help your cafe thrive in quality, operations, and people? Click below for a discovery call and lets have a conversation! https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Custom branded apps for your coffee shop: www.espressly.co The best and most revered espresso machines on the planet: www.lamarzoccousa.com

As the tools we use to craft coffee multiply, so too does the need for companies to keep the machines running well. Service techs are an essential segment of the industry and in an industry based on hospitality and service, it is important that a tech is able to not just diagnose and fix machines, but is able to work with people in a way that reflects the values of hospitality that equipment is meant to help produce. I am thrilled to finally get an opportunity to talk with someone whose history in coffee and mission with his company has been focused on community and a people-first culture from the beginning. Excited to welcome the co-founder of Black Rabbit Service Co., Jason "Double J" Johnson! Double J has been quite a while. Starting as a teenager in the mid 90's, he developed a deep passion for coffee, food, and hospitality. After moving to Portland Oregon in 2001 he worked for a handful of coffee houses (large and small) until finding work as a coffee technician for Stumptown Coffee. After a decade of honing his tech skills at Stumptown he is now a co-owner of Black Rabbit Service Co. Fast forward a few more years, Double J is now the writer, producer and host of Coffee Breath - A food and travel show based around coffee and cafe culture. Today we will be chatting about Double J's career, how he learned the industry and began tech work, the founding and development of Black Rabbit, and how they serve both their clients and their team with empathy and expertise. Links: www.blackrabbitservice.com www.coffeebreathshow.com Listen to these episodes next: RoR # 22 : Master Insights on Roaster Maintenance and Care w/ Doug Graf, Vintage Coffee 240 : What to do before your Build your Bar 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph 128 : Terry's Top 10 w/ Terry Ziniewicz : Best practices for how not to kill your espresso machine Hire Keys to the Shop Consulting to work with you 1:1 to transform your operations, quality, and people. Schedule a free discovery call now! https://calendly.com/chrisdeferio/30min Thank you to our amazing sponsors! 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

We are obsessed with innovation that tends to solve problems that are increasingly inconsequential to the customer. A race to put coffee in virtually any context all in the name of convenience may bring coffee to more people, but what does it do to the value of the coffee when we remove virtually all customer generated investment into the process. Today on Shift Break we will be talking about why a bit of inconvenience is ok and, in fact, may be a needed thing to allow the customer the buy in, personal investment, ritual, and connection with the product we are, in my opinion, rushing to devalue through wasteful mindless mass consumption. In my consulting work through KTTS Consulting, management and leadership structures are one of the main conversations we have. Working to create clarity, understanding, and systems for success in leadership has a compound effect on the rest of the business. Would you like to work with me 1:1 to help your cafe thrive in quality, operations, and people? Click below for a discovery call and lets have a conversation! https://calendly.com/chrisdeferio/30min Related episodes: Sustainability Series #4 : Consumer BLOG: Getting out of Work 432 : How to Win in Specialty Retail Coffee Thank you to out sponsors! Custom branded apps for your coffee shop: www.espressly.co The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Taking what you have learned over many years of working in coffee and creating your own roasting and cafe business is no easy task. It requires a strong enough "why" and a vision for the people that the roastery and shop wil serve. Cody Gordon did just that with the founding of Cerberus Coffee in Jacksonville, Oregon. In this conversation Cody and I discuss the journey taken from barista, manager, wholesale manager, and finally roaster and owner. We talk especially about the recent scaling of Cerberus, and the impact it has on how Cody and the team can serve their community and make a difference through community, good business, and great coffee. Links: www.cerberuscoffeeco.com https://cerberuscoffeeco.com/pages/the-wizard-cat-project IG: @cerberuscoffeeco Related episodes: RoR #6: Buying Less and Doing More w/ Ever Meister RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind" 361: Managing Roastery Relationships and Logistics w/ Corey Turner of Andytown Coffee Roasters Subscribe to Roast Magazine! https://www.roastmagazine.com/subscribe Visit www.roastertools.com for a free e-book and the best software to help you run a roastery!

The magic baristas can render from coffee relies on not just their skill and the incredible efforts from producers and roasters, but also on the quality of the equipment they have to work with. Over the past couple decades the quality and consistency of machines has improved in massive ways. Much of the reason for this lies with the way machine manufacturers and baristas have evolved their relationship on to the other. Today we will explore this evolution with the VP of Synesso Espresso Machines, Ryan Willbur! Ryan Willbur has been working within the Specialty Coffee Industry for over 15 years. His career has taken him from barista, to Account Management, Marketing, Sales, and Leadership. Along the way, Ryan has been a competitive barista, a coffee roaster, and has spent many hours learning and sharing about the technical workings of espresso and coffee equipment. Ryan is currently the Vice President of Sales & Marketing for Synesso Espresso Machines. In this role, he travels the world, building relationships with customers, and working to understand coffee culture in various markets. From his perspective, people are the core of the coffee industry, and Ryan believes wholeheartedly in building relationships as the best means of doing business. Today we are talking about the how machines, barista culture, and the industry have been shaped by the way we communicate and serve each others needs along the value chain. Links: www.synesso.com Ryan on IG: @RWILLBUR Listen to these episodes next: 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph 405: Beyond the Schedule w/ Wil Brawley of Schedulefly 089 : La Marzocco USA General Manager, Andrew Daday : Leadership, Innovation, service, heritage 408: Coffee Tools, Music, and Serving the Community w/ Anita Tam of Slow Pour Supply Co. Hire Keys to the Shop Consulting to work with you 1:1 to transform your operations, quality, and people. Schedule a free discovery call now! https://calendly.com/chrisdeferio/30min Thank you to our amazing sponsors! 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

Between the moment a farmer hands over their crop, to the moment a barista hands a customer a cup of that same coffee, there is a complex system that will either bring hope and equity to those most vulnerable, or reinforce the hopelessness that is too common with those who cultivate the coffee we love. Today's guest grew up seeing this hopelessness on her families farm and decided to do something about it. I am so excited to welcome to the podcast a leader in innovative trade models and the owner of Peixoto Coffee, Julia Peixoto Peters! Julia Peixoto was born and raised in a coffee farming-family in Southern Brazil watching her father and relatives give their lives to produce the best coffees they could but, when it was time to sell those coffees, they were at the mercy of the ups and (mostly) downs of the commodities market. Julia wanted to do better for her family and farmers in her region, changing the equity of the coffee trading game from the middleman to the farmers, who bear the brunt of the risks involved in farming and harvesting coffee. Julia and her husband Jeff left their promising corporate careers to start Peixoto Coffee in Arizona in 2015 to produce, import, roast, and bring to the market coffees farmed at their own family-farm, challenging the status-quo of the market and the traditional profiles expected of Brazilian coffees. We discuss: Julia's life on the coffee farm The hardships producers face Leaving her career for her higher calling in coffee Developing skill and finding mentors Running a coffee shop with a deeper narrative The first steps in vertical integration The challenges of leadership and importance of systems Having faith that you can figure it out Sustainable relationships and long term commitment Hiring staff to represent the vision and story Links: www.peixotocoffee.com Instagram: @peixotocoffee Related episodes: 288 : The Truth behind Cheap Coffee w/ Karl Weinhold 335: A Better Business Model for Coffee Farmers w/ Thaleon Tremain of Pachamama Coffee 413 : Coffee Education and Training at Origin w/ Fabiola Solano of Soy Barista 348: Founder Friday! w/ Benito Burmudez of Cafe Unido, Panama City, Panama! Hire Keys to the Shop Consulting to work with you 1:1 to transform your operations, quality, and people. Schedule a free discovery call now! https://calendly.com/chrisdeferio/30min Thank you to our amazing sponsors! 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

The coffee shop environment is filled with more that just coffee. It is a swirling mix of emotions, thoughts, expectations, communication, action, interpretation of actions, and everything in between. In other words...Relationships. The hardest part of coffee is the people they say. And while it may be true, it is also true that people are integral to coffee and to the joy and fulfillment of the experience. On today's annual thankfulness themed Shift Break we will be talking about how the relationships and resources we have now are both a weight of responsibility but also a necessary fuel that we and the business are designed to run on in order to find sustainable success. Happy Thanksgiving! -Chris In my consulting work through KTTS Consulting, management and leadership structures are one of the main conversations we have. Working to create clarity, understanding, and systems for success in leadership has a compound effect on the rest of the business. Would you like to work with me 1:1 to help your cafe thrive in quality, operations, and people? Click below for a discovery call and lets have a conversation! https://calendly.com/chrisdeferio/30min Related episodes: Thankfulness and Giving Energy to the Positive Priorities and Deep Thankfulness 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown The Miracle of the Mundane: How curiosity helps our sustainability Thank you to out sponsors! Custom branded apps for your coffee shop: www.espressly.co The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Why do we overcomplicate things? Certainly details matter with SOPs , recipes, etc...but communication to our customers and staff can often be more confusing than helpful in delivering the impact and purpose we intend. The coffee shop is a dynamic place with a ton of inputs and noise swirling together. Having a simple clear way to communicate will help cut through the noise. Today we will be exploring how to do just that, and in turn how simple communication and messages can bring big results for cafes. I am happy to be joined today by author and expert in simple messaging, Ben Guttmann! Ben Guttmann is a marketing and communications expert and author of Simply Put: Why Clear Messages Win — and How to Design Them. He's an experienced marketing executive and educator on a mission to get leaders to more effectively connect by simplifying their message. Ben is former co-founder and managing partner at Digital Natives Group, an award-winning agency that worked with the NFL, I Love NY, Comcast NBCUniversal, Hachette Book Group, The Nature Conservancy, and other major clients. Currently, Ben teaches digital marketing at Baruch College in New York City and consults with a range of thought leaders, venture-backed startups, and other brands. In our talk we cover: The reason and ways we over complicate massages What makes a simple message impactful The negative impact of too many words How do we ensure the right result from our communication? Nobody cares and the paradox of choice Applying constraints to challenge ourselves The perception of confidence We can only care about so much Links: Buy the book : Simply Put! www.Benguttmann.com Ben Guttmann on LinkedIn Listen to these episodes next: 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 432 : How to Win in Specialty Retail Coffee BLOG: Good Communication is "For Here" 321 : Marketing and Moral Injury w/ Josh Tarlo of Kiss the Hippo Hire Keys to the Shop Consulting to work with you 1:1 to transform your operations, quality, and people. Schedule a free discovery call now! https://calendly.com/chrisdeferio/30min Thank you to our amazing sponsors! 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

Do we care what our customers think? If so, how do they know? When you talk to almost any operator of a cafe you will hear them say that they value the customer and their feedback. The question though is how are the customers supposed to deliver it and are you making it easy for them to do so? On today's Shift break we will be talking about how we can pursue customer feedback in a clear and meaningful way that builds trust, connection, and a sustainable coffee shop. Listen to these next! 282 : How to Listen to your Customers Feedback Culture : Making feedback a part of what you do not just something you sometimes do 196 : Understanding Customer Preferences w/ Peter Giuliano In my consulting work through KTTS Consulting, management and leadership structures are one of the main conversations we have. Working to create clarity, understanding, and systems for success in leadership has a compound effect on the rest of the business. Would you like to work with me 1:1 to help your cafe thrive in quality, operations, and people? Click below for a discovery call and lets have a conversation! https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Custom branded apps for your coffee shop: www.espressly.co The best and most revered espresso machines on the planet: www.lamarzoccousa.com

You hear it everywhere. Owning and running a business is hard, taxing, a battle even. And while there is truth to this, it is not the whole truth. In the entrepreneurial journey we have accepted, with no degree of irony, that it is a miserable business bringing joy to our communities through coffee. Don't buy it. Today we are going to be talking about the transformational role that confidence, celebration, and joy play in not only helping your business succeed, but in allowing you to find fulfillment and life through the running and growing of it. This is an incredibly important truth that needs to be given priority in our daily lives. Lets embrace confidence, celebration, and joy together through coffee! Listen to these next: 008 : Finding Joy in Coffee w/ Nathanael May 317 : Encore Episode: Death by Comparison 227 : Connecting with Hearts and Minds Emotions, Self-Sabotage, and Telling Ourselves the Truth 394 : Happy Coffee People w/ Wendelien van Bunnik 181 : Organizational Self-Knowledge Over Optimization Hire Keys to the Shop Consulting to work with you 1:1 to transform your operations, quality, and people. Schedule a free discovery call now! https://calendly.com/chrisdeferio/30min Thank you to our amazing sponsors! 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

High expectations are fine as long as they are coupled with the resources and tools to actually achieve them. No position in the cafe gets the short end of the stick of resourcing than the cafe manager. As baristas watch their manager lose their mind, they in turn pass on the opportunity. Come be a manager where there is more stress, more work, less time to do it, and more expectation. No thanks. Today on Shift Break we will be discussing how you can set up your manager with the structure and time they need to thrive in the role. Who knows, maybe people will actually see the position as an attractive role to aspire to rather than one that receives their pity. In my consulting work through KTTS Consulting, management and leadership structures are one of the main conversations we have. Working to create clarity, understanding, and systems for success in leadership has a compound effect on the rest of the business. Would you like to work with me 1:1 to help your cafe thrive in quality, operations, and people? Click below for a discovery call and lets have a conversation! https://calendly.com/chrisdeferio/30min Keep the conversation going! Listen to these episodes next: 261 : The Basics of Managing Managers 435 : Encore! It's OK to be the Boss, w/ Bruce Tulgan 425 : Some Thoughts on Supporting Your Manager 383 : How to Train a Manager Thank you to out sponsors! Custom branded apps for your coffee shop: www.espressly.co The best and most revered espresso machines on the planet: www.lamarzoccousa.com

A coffee shop cannot survive without having excellent operational systems and tools that bring together and make consistent all the craft, values, and magic we want from a cafe experience Just like the work of a barista, 75% of what we do in ownership and leadership has to do with the things that happen off bar. The foundations of business. How we create, employ, and refine structures means the difference e between realizing potential and courting disaster. Today we are going to be talking with the great Laila Ghambari. An expert in operations and coffee shop training and management, all about achieving what she calls operational excellence. Laila Ghambari has nearly 20 years of specialty coffee experience. She won the prestigious title of United States Barista Champion in 2014 and was elected member of the Executive Counsel for the barista guild from 2012-2016. Her experience is in running multi-unit retail operations, training and education, as well as team and organizational leadership. This year Laila founded "by Laila Ghambari", her coffee and consulting business that is Providing Simple Tools Every Coffee Shop Needs to Achieve Operational Excellence. ​In this conversation we cover: ​🔑Laila's family legacy of coffee ​🔑Pursuing education and training ​🔑How winning the US barista championship helped her mindset approach to achievement and ​🔑Lean management and the role of gemba kaizen ​🔑managment of multi-unit retail ​🔑Defining operational excellence ​🔑Tools to begin and tools Links: www.lailaghambari.com IG: @LAILAGHAMBARI Listen to these Episodes next! SHIFT BREAK: Defining Excellence and Success 330 : Establishing Systems in Your Coffee Shop 057 : SOP's FTW! Success through Standard Operating Procedures SHIFT BREAK: Pull Out The Fridge 424: Developing Menu and Hospitality Guides 375 : Founder Friday! w/ Roland Horne of WatchHouse SHIFT BREAK: Ineffective Training Thank you to our amazing sponsors! www.groundcontrol.coffee www.pacificfoodservice.com

Quality is subjective. What is not subjective though, is that quality matters. That begs the question, how should we define quality and pursue it in an age of coffee where we want both excellence and inclusivity of expression of preference. Today on Shift Break we will be talking about why quality still matters and how we should think about what, how, and for whom are we crafting these coffee experiences. Related episodes: 406 : Five Ways to Immediately Improve Your Coffee Quality 393 : The Tyranny of Taste w/ Kosta Kallivrousis RoR #20 : Challenging the Status Quo w/ David Lalonde of Rabbit Hole Roasters, Montreal, Quebec 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 282 : How to Listen to your Customers Prioritize In-House Training and QC 426: Fostering a Culture of Continuous Improvement The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Working in coffee, you come across a lot of unexpected career pitfalls. Things that you may not have expected that can lurk just around the corner and lead us off track in our careers and our businesses. That should scare us. At least it should make us vigilant to pay attention and walk out our careers in a way that avoids these dangers. Today on this slightly Halloween themed episode we will be talking all about what I believe are the major coffee career and business pit falls to look out for and what to do to protect yourself from getting caught in their trap. We cover: The Industry Insecure bosses The path of least resistance Comparison Anger and lying to yourself Over commitment and boundaries Related episodes: When "Going above and Beyond" goes too Far Service, Spite, and Compromise 317 : Encore Episode: Death by Comparison 267 : The Power of Delegation Special: Grossest Stories from the Bar Blood Sucking Bosses! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

More than 23k youth age out of the foster care system each year. Many of these young people, because of the trauma and instability, end up at higher risk of addiction, homelessness, financial instability and worse. One man whose own past parallels those he seeks to serve, has been working to change this seemingly hopeless cycle through founding a coffee business that serves these youth and gives them a better chance for a brighter future. Miah Sommer is a social entrepreneur and the founder and Executive Director of Astute Coffee (formerly The Bike Union), a non-profit coffee shop that provides workforce development and life skills to youth who have been impacted by the foster care. Sommer is the past recipient of the Donna Tubach Davis Children's Advocate Award from Child Saving institute. He was also a speaker with TEDxOmaha, and has taught a workshop at Homeboy Industries' Global Homeboy Network in Los Angeles, CA. The Bike Union is a winner of the Excellence in Innovation through the Omaha Chamber of Commerce. Sommer Lives in Omaha with his wife Katie and their sons Henry and Charlie. Today we will be getting deep into the story of Astute Coffee, the stories of the people in it, and how it has evolved and made a real difference. An astute observer will see , that hospitality is about empathy, seeing in others a sameness and using this perspective to serve their needs with every cup we make. I hope this episode inspires you to reach out, pay attention, and soften your heart to all the humans we serve and serve with. (-This episode has potentially sensitive content -) Links: www.astutecoffee.org IG: @ASTUTE_COFFEE Related episodes: 180 : A Conversation with Rugid Grind Founders, Brian Washington and Averett Barksdale 192 : Freedom through Coffee w/ Esther Hope-Gibbs of Manumit Coffee 262 : Understanding the Homeless Community w/ Natalie Harris, Executive Director of The Coalition for the Homeless 106 : Changing Lives Through Coffee w/ Pamela Chng of Bettr Barista Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

It can be difficult to tell the difference between and employee who is not the right fit for your business, vs a barista who is is simply not the right fit for the role they are in. Many great employees have been unduly let go, passed over, or simply remain in ill-fitted positions because their boss is not able to tell the difference or may to even be paying enough attention to notice and take the right next action. On todays Shift Break we will be talking about how to discern between employees who need opportunity and shifting to flourish and those whose performance is not just a problem of execution but a sign of a deeper cultural and values clash. Knowing the difference could not only save their job but also your business. Related Episodes: 121 : Working from Your Strengths w/ Strengths Finder Guru, Lisa Cummings 278 : Making great Hiring Decisions 314 : The 6 Essential Qualities of Coffee Shop Leaders 336: A Cafe Leadership Masterclass w/ Selina Viguera of Blue Bottle Coffee 437 : The New Age of the Barista: Mindsets + Habits for Success The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Opening a running a successful cafe is no easy task. I requires passion as well as attention to the details around systems, relationships, and being able to grow yourself as a leader in that environment. Today we are going to be exploring one owners journey who not only has done this well, but has just published a book about her experience that gives others insights and tools to find success in their shops! Erin Young is the founder and CEO of Red Buffalo Cafe in Silverthorne, CO. A passionate small business owner and advocate, Erin has actively worked to build kind, conscious, and responsible communities. She has experienced the challenges and opportunities faced when considering improvements to business planning, recruitment and hiring, and other features that contribute to long-term business success. In addition to being a business owner, Erin is an active community leader who has served on several local non-profit boards and as a local elected official for various jurisdictions. Erin loves the outdoors and spending time with her family. Erin holds a master's degree in public administration from the University of Colorado Denver, School of Public Affairs. Erin's new book, The CEOwner, is the chronicle of Red Buffalo Cafe from inception to today. Additionally, it is a checklist for starting and succeeding in a small business. The CEOwner will approach business ownership using the lens of conscious business techniques and community improvement. In it she also covers the process of building and planning your business profile from the very beginning; moves along to suggestions in ethical business management; and finishes with how to create a legacy beyond you as the business owner. In this conversation we talk about Erin's journey and dive into the books main message and insights. I know this will be an encouraging episode! Links: https://redbuffalocafe.com/ https://redbuffalocafe.com/order-shipped-1/ols/products/the-ceowner IG: @redbuffalocafe Related episodes: 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 387 : Innovation and Building a Better Coffee Business w/ Miranda Caldwell 184 : Making Great Business Decisions w/ Dave Stachowiak 416 : People-First Principles for Growing Your Shop w/ Mike McFall of Biggby Coffee 414: Secret Ingredients for a Successful Coffee Shop Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

Once we see that there are changes that need to be made tyo improve our shops, we can tend to either freeze under the enormity of the task, or we can respond by going all out in a fast and intense bid to fix that area. In reality, neither of these approaches lead to great results. On today's Shift Break we will be talking about how we should be approaching making changes in the cafe by making Minimum Viable Changes over time and in the direction of our goals. 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 Embrace the Fallout Turning Radius Limiting New Things The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

What does it take to be successful as a barista or even just a coffee professional today? I believe the main differentiator for cafes is the experience and the main differentiator for baristas is how they approach their role. This will determine what they can glean from their current position and who they become in the process of carving out a career in coffee beyond the barista role. In this episodes I will be exploring some critical habits, attitudes, and mindsets that baristas must embrace to be successful and fulfilled as baristas in today's cafe landscape. Owners, managers, and leaders take note, even though I believe we all must hold ourselves accountable, the things we discuss are 100% things that your can help facilitate. Related Episodes: 031 : Essential Advice for New Baristas : Tips to help you successfully navigate and thrive in your new coffee career 162 : Discussing "Baristastainability" w/ Jenna Gotthelf of Counter Culture Coffee 347 : Brewing Coffee and a Career w/ U.S. Brewer's Cup Champion, Elika Liftee 331 : The 7 Deadly Sins of my Career Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

As we focus this week on balance and taking stock of the levels of energy and effort we put into our cafes, we must also consider the type of work we are taking on and how it alligns with our values and how we find meaning in it. On today's Shift Break we will be talking about the place rest and meaningful work has in helping us find fulfillment in the midst of the efforts Related episodes: 111 : Self Care 101: Taking care of yourself while taking care of others 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

How many times have we heard that we are supposed to give work our all? Give 100% or even 110%? And then we wonder how it is that professional baristas, managers, and owners burn out on a regular basis. I'd say it is high time we look at how we take on the work of the cafe work so that we can care for the health of ourselves, our people, while at the same time achieve even greater results. Too good to be true? Well today we will be talking with returning guest, author, speaker, and the world's leader in the subject of meaningful work, Greg McKeown! Greg McKeown has dedicated his professional life to uncovering counterintuitive ways to be very successful–without burning out. In this pursuit he has written two New York Times bestsellers, "Essentialism: The Disciplined Pursuit of Less", which has sold over one million copies and been voted by Goodreads as "The #1 Leadership and Success Book to Read in a Lifetime" and "Effortless: Make It Easier to Do What Matters Most". Together they have been published in 37 languages. McKeown is an exceptional public speaker and has spoken to hundreds of audiences as he has traveled to 40 countries around the world, including Apple, Facebook, Google, Microsoft and Nike as well as TED Fellows, SXSW and more He's the host of The Greg McKeown Podcast which has been ranked in the Top 5 of all Self Improvement podcasts and Top 10 in all Educational podcasts His work has been covered in print media including in The New Yorker, The New York Times, Time, Fast Company, Fortune, Politico, Inc., and Harvard Business Review. It's been covered on NPR, NBC, FOX and many times on The Steve Harvey Show. McKeown served for 7 years as a Board Member for Washington D.C. policy group Resolve and as a mentor with 2 Seeds, a non-profit incubator for agricultural projects in Africa. He has also been a speaker at non-profit groups including The Kauffman Fellows, Net Impact and Stanford University where he co-created the popular class, Designing Life, Essentially. He serves as a Young Global Leader for the World Economic Forum. He recently moderated a session at the Summer Davos in China called, Unpacking Social Innovation Models for Maximum Impact, and served as a panelist at the Sharpening Your Creative Edge working session at the Forum. McKeown did his Masters of Business Administration at Stanford's Graduate School of Business, his Global Leadership and Public Policy certificate at Harvard University's John F. Kennedy School of Government and is currently doing doctoral research at the University of Cambridge. In this episode we discuss: Why we burn out at work The revolutionary 85% rule and why margin matters Trust as the engine of business Identifying the priorities and taking first steps Case studies in effortless thinking across time Focusing on the lighter way vs the heavier way An incredible personal story from Greg's own family How we can lead others into effortless work Related episodes: 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 111 : Self Care 101: Taking care of yourself while taking care of others 420: Design Meaningful Roles in the Cafe 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters Prioritizing your Work The Power of "No" Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

Whether or not you are familiar with the 80's anti-pot commercial this episode references or not, the fact is that those who we lead are looking at the example we give them in our own performance. Even if we are not doing the same work. It is the way we conduct ourselves in any work that will influence the way others do their work. On today's Shift Break we will be exploring why your example is the primary way we can either inspire people to excellence, effectiveness and growth, or give them permission to allow low performance and standards for themselves and their work. Related episodes: 427 : Encore Episode: What you MUST Know About Employee Culture w/ Stan Slap 291 : What to do if Your Baristas Wont Listen to You 248 : The 5 Elements of Resourcing your Team 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Fully stepping into your authority is an act of service. Your position as a leader is meant to serve those you lead. But if you do not think it is ok to be the boss, you will simply be a bad an ineffective boss vs one that takes a strong, caring, and clear approach to the position. One of my favorite authors on management is Bruce Tulgan who wrote the book "It's OK to be the Boss. We had him on the show back on episode 28 in 2017 and I believe his work and message is an absolute must for us in specialty coffee retail. Bruce is the founder of Rainmaker Thinking and the author of more than 20 books including the best selling "It's OK to be the Boss" and "The 27 Challenges Managers Face" He is regarded the world over as a leading authority on management and leadership and is a regular contributor to Harvard Business Review and many other international publications. In this encore episode you will here both the original episode from 2017 as well as som commentary from myself on how to digest and apply these principles. Links: www.rainmakerthinking.com Bruce on LinkedIn Related episodes: 226 : The Art of being Indispensable at Work w/Bruce Tulgan 141 : The 27 Challenges Managers Face w/ Bruce Tulgan 378: 5 Areas to Develop in Managers 261 : The Basics of Managing Managers 244 : Top 10 Ways to Lose Employees Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Tanzania is well known the world over for growing and exporting wonderful and iconic coffees. Mostly every coffee professional has enjoyed a Tanzania Peaberry coffee. Yet, much like most coffee farming countries, Tanzanias internal consumption nd availability of great roasted coffee to locals was limited at the very best. Enter Leo Ferreira and Puzzle Coffee Shop. For the past 8 years now Leo, his wife, and team have been running and growing Puzzle Coffee as a hub of coffee education, excellence in roasting, quality, and hospitality. In those years Puzzle has been a catalyst for change in Tanzania as they source great local coffee, and origins beyond to expand horizons invest in the community. Leo is a certified AST in both roasting and Barista, a Q-Grader, a post graduate of the Coffee Excellence Program, and a sought after consultant/trainer. In this discussion we talk about the journey of putting it all together, lessons learned, keys to success, and what pieces of the puzzle Leo and the team are currently working on putting together. Links: @leomarinhoferreira https://www.puzzlecoffeeshop.com/ Related episodes: 247 : Founder Friday! w/ Ritesh Doshi, CEO of Spring Valley Coffee, Nairobi, Kenya 332: Founder Friday! w/ Iman Kusumaputra & Putri Yulandari of Kopikalyan, Jakarta, Indonesia 289 : Founder Friday w/ Ochen Simon Eidodo of Chariots Coffees, Uganda! 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 066: Shaping and Developing your Team w/ Beth Garrison Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com Reach out to KTTS! [email protected]

Fine robusta has been the hot topic of conversation in the specialty industry these last few years and for good reason. What was once relegated to the sidelines has been showing up on offering sheets and coffee menus of some of the world's best importers and roasters. With this in mind, knowing how to approach and roast this species of coffee is critical. As robusta secures its place in specialty coffee we need to do our part to do it justice when we bring it into our roastery and offer it to our customers. On this Rate of Rise we will be talking all about fine robusta with Cleia Junqueira! In 2005, Cleia's coffee passion ignited in Brazil, as she owned and operated her independent café training baristas. She partnered with the Beehive Institution Young Service, offering training to underprivileged youth and later produced an educational coffee DVD. Joining the Brazilian Association of Coffee Baristas (ACBB) in 2007, she judged barista championships and enhanced her coffee knowledge until late 2012. Cleia then coordinated at the Coffee Preparation Centre at Sindicafé-SP, earning a CQI Licensed Q-Grader Certificate in 2012 and becoming a Q-Robusta Grader in 2017. From 2017 to 2019 Cleia served on the SCA-UAE board of directors and spent six years, as a WCE Certified Judge. As Coffee Planet's Head of Coffee, she managed quality control and became well-versed in Middle East Coffee Industry Trends and Consumption while actively supporting the International Women's Coffee Alliance (IWCA). In this conversation we talk about our changing perceptions of robusta, how does it behave differently from arabica, what goes into roasting it well, and how can we ensure we are doing it justice with the tools at our disposal both in the roastery and the shop. Links: www.cleiajunqueira.com Cleia on LinkedIn Related episodes: ROR #24 : Perspectives on Roasting for Espresso w/ Jaroslav Tuček of Doubleshot, Czech Republic RoR #16 : Ideal Resting Times for Roasted Coffee w/ Joey Stazzone of Cafe Kreyol 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript Subscribe to Roast Magazine! https://www.roastmagazine.com/subscribe Visit www.roastertools.com for a free e-book and the best software to help you run a roastery!

We love to talk about setting each other up for success and pursuing excellence in what we do. In some ways we are like the person trying to order food in english to a server who does not understand the language, instead of translating, we think we should just say it louder and slower. Which makes things way worse. They are fine words, but without telling people what they mean, they become meaningless. On today's shift break we will be talking about why defining these terms before we use them in the shop is necessary for buy-in, good communication, and to achieve a specific level of excellence and success. Related episodes: 424: Developing Menu and Hospitality Guides 123 : The 10 Essentials of a Barista Manual 167 : Handing off the Shift : 4 Tips to Avoid Chaos 057 : SOP's FTW! Success through Standard Operating Procedures The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

How do I find loyal staff and win loyal customers? This question and many like it has been asked thousands of times as we deal with incredible amounts of turn over in our shops. We have tried tricks, incentives, benefits of all kinds but they never seem to quite do the trick. Same with customers, we offer deal, discounts, and specials, and dance whatever dance we think will get them to come back and be engaged. Today we are going to be exploring the idea of winning staff and customer loyalty and what it truly takes to achieve this in a responsible and effective way. We cover: Why we assume people want to leave How to think about people Communicating value and proving value through action integrity in other's focused operations Start by caring about the people you want to care Earning vs winning Related episodes: 244 : Top 10 Ways to Lose Employees 390 : 7 Ways to be Consciously Competitive Differentiation Takes Time! Customer Loyalty Getting Them In By Getting Out! You are not your Competition 181 : Organizational Self-Knowledge Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Cafe standards are often a jumble of various people's ideas sourced from both far flung areas of the industry and the past habits of new staff. We are in a constant cycle of sending people away to outside places to learn what to do within our own walls. The problem with this is that we are constantly dependent on outside input but never truly using resources to build our own systems and standards that bring clarity and stability to the shop. On today's shift break we will be talking about why you need to focus on and prioritize developing in house quality control and training standards vs perpetually outsourcing these things to your roaster, a consultant, or a certifying body. Related episodes: 339 : What Good Barista Training Produces 301 : Hiring and Training for Excellence Blog post: Grocery Shopping and Training Success 235 : 4 Tips for Training your Staff 191 : Retraining your Staff on new Standards The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

It is a new era is specialty retail coffee. Great coffee can be found very easily in most major cities and people are making better coffee at home than they ever have. Add to this the ubiquity of RTD (Ready to Drink) coffee and a wide variety of convenience products. The retail coffee shop, with baristas making drinks and serving those drinks to customers, sits amongst this saturation with a problem, how do we create value? How do can you win in specialty retail coffee? On this episode we are going diving into some extremely important ways that you can not only stand out in a crowded marketplace, but give the customer unmatched value that draws their repeat business, and you sustainable success. Enter with an open mind and determine ahead of time, that if something resonates with you, that it will be the first step of your consistent pursuit to apply it and let it change you and your business. We talk about: Hospitality as priority Why convenience products are actually an indictment of the cafe Values and your digital identity Keeping marketing promises True accessibility and death of ego Listening to your customers Leadership reformation in the shop Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

The world of hospitality is filled with people who are either a great fit for the field, or not. Problem is that, for the number of coffee shops in operation today demand for great people is way higher than the supply. So how do we make sure we are hiring the best fit for our business? Today on shift break we will be exploring the number one most important thing you need to discover about a person before bringing them on to the team. Related episodes: 329 : How to Teach Company Values to Your Staff 301 : Hiring and Training for Excellence 278 : Making great Hiring Decisions 018: Hiring, Culture, and the Future of your Shop 366: A Conversation w/ Chris Baca of Cat and Cloud Coffee 014 : A Barista's Guide to Advancing: How to take full advantage of where you are and set yourself up for success in coffee The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

As professionals, our communication about coffee is only as good as our ability to truly tune in to the message that emerges from the many different voices that give shape to the story of coffee. In the noisy world innovating ways to connect people with meaningful narratives is crucial. Today we are going to talk with someone whose coffee subscription project invites people to interact with coffee in a new and unique way by blending quality coffee with interviews captured on vintage audio. I am so happy to welcome Alexander Roach of Boycott Coffee and the Alphabet Book of Coffee! Since 2010, Alexander has worked behind coffee bars in both Memphis and Seattle. In that time, he has ventured into owning/operating a cafe and roastery, Boycott Coffee, in Memphis, Tennessee. The Alphabet Book of Coffee is a independent project with a goal to produce an audio/tasting series that gives people an out-of-the-box exercise in how they consume and share coffee narratives. In our conversation we will discuss communication, how we learn, curating content, exploring deeper stories, and how we can lean on creativity to truly connect with people about and over coffee. Links: www.boycott.coffee https://www.alphabetbookofcoffee.com/ Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Ever wonder what's behind the fridge? Most of us have had the unique "pleasure" of finding out. The build up of cup lids, loose change, grime, and other organic matter / creatures is a great illustration of how we tend to avoid things that are out of sight, yet left un attended will have a negative impact of everything. On today's Shift Break we will be talking about how this applies also to the deeper integral parts of the cafe(leadership, communication, systems, culture etc) that we tend not to tend to but left un attended, they build up their own kind of grime that impacts everything. It's all about building with structural integrity from the foundation to the facade. Related Episodes: 181 : Organizational Self-Knowledge 293 : Thoughts on Defining Professionalism Excellence In The Things We Hate The Impact of Absence 2 Qualities of Quality Baristas The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Coffee is all about human connection. That we get to create both the beverage and the experience people have when enjoying it is at once a great responsibility, a joy, and an opportunity to change lives through our hospitality in each interaction. In our daily pursuit of providing this special moment we must start with a dedication to our craft and care for people that in many ways could be considered "Unreasonable". I am thrilled to welcome to the show someone who has created these moments for guests at the highest levels of global hospitality and is on a mission to champion "Unreasonable Hospitality" as a framework and philosophy that will benefit to anything we set our hearts and hands to do. Such a pleasure to welcome, Will Guidara! Will Guidara is the founder of Thank You, a hospitality company that develops world-class destinations and helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. Under his leadership, the restaurant received numerous accolades, including four stars from the New York Times, three Michelin stars and in 2017 was named number one on the list of the World's 50 Best Restaurants. He is also the cofounder of the Welcome Conference, an annual conference that brings together the best minds in the world of hospitality. A graduate Cornell University, he has coauthored four cookbooks, was named one of Crain's New York Business's 40 Under 40, and is a recipient of WSJ. Magazine's Innovator Award. In his latest book, Unreasonable Hospitality, he shares many of the lessons about service and leadership he learned over the course of his career in restaurants, and makes the case that any business can choose to be in the hospitality industry by taking ordinary transactions and turning them into memorable experiences. In the conversation we explore Will's own development and pursuit of hospitality through his career in restaurants, the birth of the idea of Unreasonable Hospitality, and the nuances of how it is applied in both life and the work of serving others. We cover: Choosing to focus on hospitality What is "Unreasonable Hospitality"? Applying the practice to your daily work Managing your own emotions as you serve Being the "Best" for the right people How to gain buy-in from a younger work force Metrics to focus on for hospitality Can we kill hospitality through systems? Staying motivated without awards Links: www.thankyou.nyc https://www.unreasonablehospitality.com/ https://www.thewelcomeconference.com/ Instagram: @wguidara Related episodes: 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 424: Developing Menu and Hospitality Guides 058 : Holiday Hospitality 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 314 : The 6 Essential Qualities of Coffee Shop Leaders Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Effectively training up an apprentice roaster is key not only to your succession, the growth of your business, and the consistency of your quality, -but providing a great learning environment and approach to education and coaching will push the whole industry forward. The key is to not only deliver processes, rules, and systems, but also opportunity for contribution, conversation, and room for your trainee to grow in maturity. These are just some of the powerful things discussed in this Rate of Rise episode featuring, Steve Lee! Steve Lee began his coffee career in 1996 as a barista at Peet's Coffee in the San Francisco Bay Area. After spending a number of years in the Training & Education Department of Peet's, he moved on to help open the Roasting and QC Department at Intelligentsia Coffee's Los Angeles Roasting Works, where he developed his love for the craft of roasting. Since then he has worked on a number of consultancy projects, worked as the Director of Coffee for Groundwork and the SPC Group in Korea, worked as a green importer for Odyssey Coffees, and has served as a judge for international coffee competitions. Throughout his coffee career, the main focus has been on craftsmanship, education, and fostering relationships across the supply chain for the betterment of the coffee industry as a whole. Steve spent two terms on the Roasters Guild Executive Council where he had served as the Vice Chair to the Education Committee and Vice Chair to the Events Committee, focusing on creating content for the RG Origin Trips. Steve is currently the C.O.O. of Linea Caffe, a micro-roastery based in San Francisco, CA. In this conversation we discuss Steve's own now 25 year journey in being trained, becoming an educator, and the way he would love to see learning take place in roasteries that can deliver the most value for both the one being trained and the roasting company itself. Links: https://www.pocketknifecoffee.com/ https://lineacaffe.com/ Related episodes: RoR Live! w/ Anne Cooper Subscribe to Roast Magazine! https://www.roastmagazine.com/subscribe

Now that you are the boss, manager, trainer, or leader, there is a lot of pressure to perform and prove yourself to those your lead AND to yourself. It is easy to question your legitimacy and fall prey to imposter syndrome. "I need to have the answers" is a thought that haunts us as anything less means we are not the right one for the job. On today's Shift Break we will be talking about how we can overcome these thoughts and help others do so as well, by shifting our mindsets about what it is that makes us the right person for the role in the coffee shop and embracing discover as one of our main acts of service. Related Episodes: 373 : The Owner's Role: 5 Behaviors for Effectiveness 420: Design Meaningful Roles in the Cafe The Affirmation Vacuum : How to make positive reinforcement a corner stone of your leadership and communication The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Welcome to Part 2 of the Coffee Fest live on the show floor interviews from Anaheim, CA 2023! This time we are starting off with an interview with Steve Chang, Founder of Copa Vida Cafe! Currently the owner of Copa Vida Café (10 locations) as well as it's sister roasting company, True Beans Coffee Roasters and it's parent, HNF & Associates, Steve Chang has been in the Food Service business for over 17 years. He loves the Specialty Coffee world and feels a calling to create community through coffee, tea, and great food. In our conversation we talk about what it takes to open a successful coffee shop that also integrates food as well as the values and lessons that have been keys to Steve's success. Links: https://copa-vida.com/ Next we get to talk with Jon Ferguson of Coffee Tech Central! Jon Ferguson has been professionally involved within the coffee industry for over 15 years. Following his first specialty coffee cupping in 2005, he established and sold a small roasting company and continued his passion as a coffee buyer and broker for several national coffee programs. During his time as a barista, roaster, business owner, green buyer, and broker, he found a passion for the tools, equipment, and technology that allows our industry to thrive. In 2020, Ferguson established Coffee Tech Central where he focuses on espresso equipment sales, service, and support. Ferguson doesn't just sell equipment, he strongly advocates for his customers long term success through sharing industry experience, coffee knowledge and professional networking Jon and I discuss the ins and outs of buying used equipment. This is a conversation you don't want to miss! Links: https://www.coffeetechcentral.com/ Related episodes: 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph 375 : Founder Friday! w/ Roland Horne of WatchHouse 414: Secret Ingredients for a Successful Coffee Shop Sponsor: www.coffeefest.com

Welcome to Part 1 of the Coffee Fest live on the show floor interviews from Anaheim, CA 2023! It was a pleasure to kick things of with coffee legend and returning guest, Kenneth Davids! Kenneth has been involved with coffee since the early 1970s and has published three books on coffee, including the influential Home Roasting: Romance and Revival, now in its second edition, and Coffee: A Guide to Buying, Brewing and Enjoying, which has sold nearly 250,000 copies in five editions. His latest book, 21st Century Coffee: A Guide, is an unprecedentedly thorough survey of specialty coffee in all of its aspects, authoritative yet engaging. Ken's workshops and seminars on coffee sourcing, evaluation and communication have been featured at professional coffee meetings on six continents. He is Professor Emeritus of Critical Studies at the California College of the Arts in San Francisco. In 1996 he was awarded a Special Achievement Award for Outstanding Contributions to Coffee Literature by the Specialty Coffee Association of America. In our conversation we discuss emerging coffee processing, the evolution of consumer coffee culture and the inevitable adoption and accessibility of experimental coffee. Links: www.kennethdavidscoffee.com Next we here from Madeleine Longoria Garcia of Pacific Coffee Research! Madeleine is an owner of Pacific Coffee Research - a coffee roastery, education center, and consulting company based in Kailua Kona, Hawaiʻi. She has worked in coffee since 2010, filling a myriad of roles from barista to cafe manager to coffee picker! With Hawaiʻi as her home since 2014, she is active in the local coffee community as a committee chair with the Hawaiʻi Coffee Association and board member of the Synergistic Hawaiʻi Agriculture Council. Madeleine believes access to information and education is at the core of building a more resilient coffee industry. We chat with Madeleine about the need for quality control programs both in the wider industry and right in your own coffee shop. This is a very useful conversation if you want to see your consistency and quality improve dramatically. Links: www.pcr.coffee Related episodes: 349 : Talking About 21st Century Coffee w/ Kenneth Davids 339 : What Good Barista Training Produces ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles Sponsor: www.coffeefest.com

In the face of necessary reality checks and the inherent ups and downs of starting and running a coffee shop, there must always exist the foundational idea that "You can do this" and "It is possible". That belief in possibility is what drives today's guest whoI am honored to call a good friend, Michael Ryan of Threadbare Coffee Consulting. Michael is a published author, international speaker, and Certified Business Coach. He is a Licensed Q Grader, SCA Certified Instructor, and Level 1 Wine Sommelier. He is also a Certified Health & Wellness Coach. Michael has over 13 years of experience in the coffee industry during which he has worked everywhere from the headquarters of Starbucks to local coffee companies. He spent 8 years as the Operations Manager for a multi-location cafe + roastery that was doing $5MM+ in annual revenue. Michael has been working with clients doing training, coaching, and consulting. His clients have included startups, importers, roasters, cafes, and companies doing all of the above. Michael is an expert in building a healthy cafe + roastery business that takes great care of people, starting with the owner. In our conversation we talk about Ryan's work to help people build great businesses and what the key principles and practices are to achieve success and fulfillment in the process. Links: https://threadbarecoffeeconsulting.com/ @Threadbarecoffeeconsulting Related Episodes: 374: Opening a Coffee Shop: Fantasy vs Reality (w/ bonus commentary)" 414: Secret Ingredients for a Successful Coffee Shop 302 : Data's Roll in the Success of your Shop w/ Mark Calhoun and Jim Strarcev of Perfect Cube 129 : Founder Friday w/ Casey & Jeremy Miller of The Mudhouse, St. Louis, MO 108 : Founder Friday w/ Dorian Bolden of Beyu Caffe in Durham, NC 283 : 5 Bad Reasons to Open a Coffee Shop Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission

Early on in the podcast (2019) I had Maxwell on to tell the story of Narrative and then 3 more times since then to discuss deeper topics related to running a great shop, dealing with challenges, and tools to success. I have known him for over a decade and believe he channels the kind of character and values the entire industry should aspire to. Recently Maxwell made the decision to sell his ground breaking cafe, Narrative Coffee, to one of his long time baristas (Alex Sciarrotta...Himself an awesome leader and example) and move across the country to embark on a journey into the next chapter of his coffee career helping people open and run great coffee shops with Threadbare Coffee Consulting. In this discussion of Maxwell's final chapter with Narrative we talk about what led to this decision, values that guide him, what he is most proud of after 7 years of Narrative Coffee, his thoughts on what is key for cafe owners today to focus on, and what have is doing now as a coach with Threadbare. I am honored to have been able to feature Maxwell's story on this show and hope you are inspired by this and the other conversations we have had the pleasure of having with Maxwell. Links: @maxwellthreadbare www.threadbarecoffeeconsulting.com www.narrativecoffee.com Related episodes: 011 : Founder Friday w/ Maxwell Mooney, Narrative Coffee : hospitality / building relationships / coffee quality 038 : Founder Friday / Narrative Coffee Part 2 w/ Maxwell Mooney : His experience after opening his first brick and mortar COVID-19 Focus w/ Maxwell Mooney, Narrative Coffee, Everette, WA 351 : Pro Tips for Using Spreadsheets w/ Maxwell Mooney, Narrative Coffee Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com Reach out to KTTS! [email protected]

What would you think if you went to a sit down restaurant an hour before close where, after seating you, they brought your food out in doggie bags "because we are closing soon and we don't want to have to do dishes". My guess is that it would seem pretty strange and even antithetical to the experience you were expecting. Hospitality is about serving people something that fulfills the promise our marketing makes to them. More than that it is about having a disposition of creativity, innovation, and focus on serving others above serving ourselves. Unless, of course, if it is inconvenient or means more dishes right? Today on Shift Break we are not just talking about the common situation of for here order being made to-go to save work for staff whose job is allegedly to serve people, but what this practice tells us about the state of service in the average cafe and how we can correct it. Related episodes: Hard work is hard Laziness & the Most Important Decision Are You Open? Things the Owner Can't do for You The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

While culture is a needed focus, today it has become the hottest buzz word that can mean almost anything. What is most useful these days as we rightly focus on culture is a lens through which to view it that brings clarity and helps guide us to take action in ways that serve our staff and ultimately the business. Way back in the KTTS archives we had an interview with Stan Slap, author of one of my most recommended books, "Under the Hood : Fire up and Fine-tune your Employee Culture" This book and Stan's perspectives are critical to understanding where we stand and how to work together to achieve great things. Stan is the founder and CEO of SLAP company and has spent the last 3 decades specializing in achieving fierce support from manager, employee and customer cultures. They believe within each of these groups there is one problem that has the biggest impact on the enterprise and one solution that is most valuable, coveted and elusive. The SLAP company has cracked the code on these problems and their solutions are highest rated in many of the world's highest rated companies. They are currently working in 44 countries countries and ahave achieved amazing results in employee culture at companies like Oracle, CNN, Timewarner, Google, Starbucks, eBay, Viacom, and Microsoft among many others. In this episode you will learn about: 4 of the "7 Deadly Sins of Cultural Engagement" How culture is formed and what it cares about Best practices for engaging and guiding a culture How do we fail our employees? Secrets to scaling culture How to create "cultural legends" Why you cannot coax a culture into giving you what you want Tactics for true communication How do customers factor into your employee culture? Links: www.slapcompany.com Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission

Having an engaged staff that are motivated and inspired to not just get through the shift, but to truly invest into the cafe and help improve things is a dream shared by many owners. This culture where each individual team member takes ownership and finds creative ways to refine the operations, quality, and hospitality does not have to be just a dream! Today we are going to be discussing what it takes to foster a culture of continuous improvement. What the looks like, doesn't look like, and some behaviors to both reward and watch out for along the way. We discuss: Leading by example Praise and recognition Clear communication When is improvement not needed What is the goal? Values and actions Related episodes: 080 : Changing things in the Cafe : A workflow for Refinement 414: Secret Ingredients for a Successful Coffee Shop 336: A Cafe Leadership Masterclass w/ Selina Viguera of Blue Bottle Coffee Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission

So many things vie for our attention in the day-to-day work of the coffee shop. In the midst of the fires we need to put out, questions that need answers, and ideas everyone has (both good and bad) we have a general idea of what we are aiming for but sometimes lack specific actions that we can take to see the goal achieved. Today on Shift Break we will be talking about how we can create urgency of action to achieve the vision and goal of the business by practicing concrete thinking. This helps clarify the chaos, and guides us to push things forward vs the procrastination that tends to result from overwhelm. Related episodes: Priorities and Deep Thankfulness Prioritizing your Work Imperfect Action and Finding Time Specific Expectations and Due Dates The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Managers hold the key to the success of the shop. They are tasked with taking all the people, place, and processes and making them work well together day to day. When a manager is correctly supported by the owner then they are able to do a great job and your whole business benefits. Without proper support, operations, morale, and the manager themself can easily fall apart. Today we will be discussing some ways to bring on, bringup, and support a manager in the coffee shop that allows for learning and growth for both you and the manager you lead. Related Episodes: 378: 5 Areas to Develop in Managers 221 : Building your People Program w/ HR Consultant Dana Goodwin 261 : The Basics of Managing Managers Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission

It is easy to get discouraged in running a cafe. There are a million things to do and the temptation to despair becomes worst when we hold an idealized version of ourselves and our work in our heads everyday. What are we working for and what are we working towards? Today on Shift Break we will talk about two values and how to employ them in your work in the coffee shop so you can grow in a holistic and sustainable way, honestly and faithfully Related episodes: Authenticity and Performance Emotions, Self-Sabotage, and Telling Ourselves the Truth Vanity Metrics Priorities and Deep Thankfulness The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

When it comes to our training and resourcing of staff we often have a desire for people to "get it" and to be detail oriented, but fail to give them much to "get" or to orient them to the details. This results in inconsistency and frustration in both customers and staff as baristas fill in the blanks that management should have all ready filled in. This is where a good guide comes in. Today we will be chatting about developing a guide for the two most important areas in the cafe that need consistent excellence; the menu and hospitality We Cover: Why we tend toward generality The reason menu and hospitality are most critical Embracing detail for quality internalization What to include and why Using and referencing your created tools Related episodes: 057 : SOP's FTW! Success through Standard Operating Procedures 098 : Loving the Closing Shift : Problems, solutions, and philosophy on work 248 : The 5 Elements of Resourcing your Team 339 : What Good Barista Training Produces 235 : 4 Tips for Training your Staff Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission

I am so excited to present this Founder Friday with two people who are doing amazing things in coffee! I met them in the first year of their business in 2018 as clients and they have done a great job of growing their business with excellence and care. Today we get to talk with Danny and Michelle Quiroz of Reserva Coffee Roasters in McAllen, TX! Danny Quiroz is also Managing Partner at Reserva Coffee Roasters. He earned a bachelor's degree in business administration from the University of Texas Rio Grande Valley. In his role as the in-house Roast Master, Danny is responsible for overseeing sourcing, roasting, and fulfillment operations. He is deeply committed to perfecting his roasts, ensuring that both guests and staff receive the highest quality product possible. Danny takes great pride in his journey as a roaster, starting from humble beginnings roasting small batches and now utilizing the Mill City MCR-30 roaster. Michelle Quiroz, a Managing Partner at Reserva Coffee Roasters in McAllen, Texas, holds a bachelor's degree in mechanical engineering and a master's degree in engineering management from the University of Texas Rio Grande Valley. Michelle is responsible for overseeing café operations and driving strategic growth for the organization. She places great importance on team-building and creating a welcoming environment for both staff and guests. Michelle's primary focus is establishing standardized café operations across all Reserva locations, having successfully launched three cafes in the past two years. In recognition of their work, they were named the Lower Rio Grande Valley's Small Business Persons of the Year in 2020. We discuss: The journey to begin roasting Developing the concept and skills Going from roasting to a retail shop Feedback and evolving operations and offerings Scaling and weighing opportunities Hiring and management How past skills and work impact operations today Links: www.reservacoffee.com IG @reservacoffee Listen to these episodes next! 256 : Founder Friday w/ Varat Vichit-Vadakan of Roots Coffee Roaster in Bangkok, Thailand 158 : A Management Masterclass w/ Jon Felix Lund, VP of Operations for Coava Coffee Roasters / Portland, OR 145: Founder Friday w/ Red Rooster Coffee Roasters co-founder, Haden Polseno-Hensley 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com Reach out to KTTS! [email protected]

Everyday we make decisions about both small and large things in the coffee shop. Often those decisions are made in a reactive way that is more born from a sense of urgency and FOMO than intentionality and right fit. Today on Shift Break we will talk about 3 questions to ask when you are faced with any decision and how the habit of asking and answering them will transform your business. Related episodes: Making a Decision Pipeline Slowing down your Response Time 184 : Making Great Business Decisions w/ Dave Stachowiak The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Roasting for espresso is a tricky business. Not only are there multiple variables that inherently complicate the extraction process but there is also a wide variety of opinion is and preferences for what the final flavor experience should be like. On this Rate of Rise episode we will be talking about how one world renowned roastery roasts for espresso and how their technique and approach has evolved over their history. We are talking with Jaroslav Tuček, founder of Doubleshot in the Czech Republic. Born and raised in Czech Republic and graduating High school in Arizona US, Jaroslav has been in coffee since 2002. Starting as a barista at Portola Cafe in California, he obtained AN M.A. in Canadian literature from SFU in Vancouver where he continued work in coffee with 49th Paralell. Upon return to The Czech Republic he worked for the first specialty roastery learning fromjeremy Raths. In 2009-2010 he left to Panama together with my gf (current business partner as well) and spend one year working for Graciano Cruz and Maria Ruiz in Boquete, mostly learning about the farm level. He had the opportunity to be part of HiQ Coffee launch in the US, where he worked with Graciano Cruz and Willem Boot on a development project in Chalatenango in El Salvador. They started Doubleshot in 2010, sourcing green from people we met or worked with in Central America. Over the 13 years we opened 4 coffee shops, training center, and bakery in downtown Prague. However, wholesale is still the major part of our business. We took part in many World barista, brewers or coffee in good spirit competitions. Jaroslave also used to be a certified Q, SCAA Cupping judge, SCA AST etc. Nowadays, green bean buying and QC, together with managing different teams of people in marketing, social media, desing etc. Doubleshot employs around 90 people, and sells coffee all around the world Links: https://www.doubleshot.cz/ https://www.instagram.com/doubleshotcz/ Related Episodes: 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 286 : Coffee Roasting Best Practices w/ Scott Rao 418: Founder Friday! w/ John and Luigi Di Ruocco of Mr. Espresso, Oakland, CA 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript Visit our sponsor ROAST MAGAZINE and subscribe!

One of the best options for getting started in coffee without as much risk is a coffee truck. Especially emphasized post-pandemic, mobile concepts like coffee trucks have grow exponentially and with it the need for reliable information on how to become successful in that context. Today we will be talking with one the go-to coffee truck authorities, Vincent LaVolpa of green Joe Coffee School! Vincent discovered coffee while in the military working in the 16th Engineer Battalion of the 1st Armored Division as a driver eliminating IEDs. After this he became a paramedic with Albuquerque Ambulance for 7 years where coffee sustained him through that difficult work. In 2015 he started his first coffee trailer. By the end of year 2, he had a coffee truck, trailer and 4 carts. In 2018, my 3rd year in business, he opened Helix Coffee and Yoga, a coffee house and yoga studio collaboration with his wife. During this time, wrote his first book on coffee trucking. In 2019, they became pregnant with their second daughter and decided to close the shop. Vincent then dedicated himself full time to coffee consulting where I help people launch profitable mobile coffee businesses. Today we will be talking with Vincent about practical knowledge, misconceptions, and keys steps to take in running a successful coffee truck. We cover: Evolution of Green Joe Creating and scaling the first truck Important lessons learned Working with the trades and planning the space Keeping it simple Flexibility Hiring for a coffee truck Misconceptions and considerations Links: www.greenjoecoffeeschool.com www.greenjoecoffeetruck.com Related episodes: 115 : Finding Success in Mobile Coffee w/ Tim Cox / Communion Coffee 384 : How to Run a Successful Coffee Cart w/ Sarah Naylor of Daybreak Coffee Cart 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC 187 : A Conversation with Nikki Outlaw of Anecho Coffee Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission