Keys To The Shop : Equipping Coffee Shop Leaders

While we always want to assume our staff are aspiring for the highest standards, we know that they (just like us) need help. In the course of the day there are many opportunities to speak into the lives of your baristas as a coach and guide. Be this as it may, some of us avoid correcting staff and in so doing we create tension and an environment Today on Shift Break we will talk about the often feared subject of correction and why it is not only needed but a sign that you care about the success of your staff and the experience of your customer. More Power To Them Being the Point of Clarity Communicate, Duplicate, Repeat : Key habits that make information stick Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

One of the most important aspects of our business is how we welcome people into our space. Early on in the KTTS podcast I sat down with someone who I still consider to be one of the best examples of showing genuine hospitality in a way that is simple yet powerful. Today I am re-sharing with you all this interview with Phillip Paul Turner who at the time was a manager for Sunergos Coffee's 5th St. shop in Louisville. At this time I was still the operations manager for the company and got to see Philip living these principles regularly. I hope this episode really impacts the way you pursue hospitality in your shop. We cover: The right way to view people Simple methods for hospitality The welcome, acknowledge, include framework Why it is hard for us to execute The benefits over time Related episodes: 343 : Founder Friday! "Curated Edition" | Hospitality + Meeting People Where They Are 254 : Holiday Hospitality Part 2 058 : Holiday Hospitality 369: Encore Episode! How to be a Cash Register Hero 340 : Encore Episode of "10 Reasons to Love the Customer"! 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

Serving our customers well means being able to give them our best. This can only be done if we are constantly seeking to improve what we do. But not at the expense of who we are doing it for. Today on Shift Break we will be chatting about who it is we are really trying to impress and serve. Who we have in mind as our primary audience will be what guides our decisions, successes, and, in many cases, our failures. Related episodes: You are not your Competition Your Peers are not your Customers Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

You see it all the time, a barista is promoted to a role such as trainer, manager, cafe lead etc, but they quickly find that there is very little preparation that has gone into this role. They are either simply not doing much, but now they have a title, or they are doing far too much in an effort to make up for the bosses lack of planning the role prior to promotion. In both cases there is burn out and frustration that is completely avoidable, if we would invest into creating meaningful roles in the cafe. Today we will be exploring this topic and i will be giving your some pointers about how to create roles that deliver value to both the business, and the person occupying them. Related episodes: 373 : The Owner's Role: 5 Behaviors for Effectiveness 325 : How to Manage Your Trainers Blog: What is wrong with "Going above and beyond"? 383 : How to Train a Manager 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 hear it all the time, "My baristas just don't use the manual!" Of course it is frustrating to work into a document and resource only to have people forget or disregard it. Before you get too bent out of shape, you may want to ask yourself, do YOU use your manual? What about your managers? Today on Shift Break we are going to be talking about why you and your manager team need to integrate and adopt the regular usage of your manuals, guides, and docs if you want your staff to do the same. Related episodes: Your Employee Handbook is Worthless 329 : How to Teach Company Values to Your Staff Bridging the Values-Actions Gap Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

The culture of your management and leadership team is perhaps the most important one to focus on if you want the over all company culture to be healthy. What we see most of the time is that each manager or leader becomes an island, isolated, defensive and eventually burnt out striving in their own area without helping or being helped by others. Today we will be talking about essential behaviors that you need to cultivate in your in your management culture in order for both the individual and the business to thrive. Each of these behaviors will create a very healthy culture of mutual care that will be a catalyst for change across the cafe. After listening to this, please consider setting up a meeting with your team to work out how to make these a real practice. We Cover: Humility Support and uplift Pursue understanding Colaborative solutions Mindful actions and communication Related episodes: 261 : The Basics of Managing Managers 378: 5 Areas to Develop in Managers 229 : 7 Tips for New Managers 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 179 : What you MUST Know About Employee Culture w/ Stan Slap 329 : How to Teach Company Values to Your Staff 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's Founder Friday! Leaving a legacy and making an impact on the industry is something we all want for our businesses. Few companies get to the place where they can say they have not only achieved this but done so it a way that stays true to their values and traditions, while also artfully evolving with the changing landscape of coffee. Mr. Espresso in Oakland, CA is one such company. Established in 1978 and now celebrating 45 years in business, Mr. Espresso is a specialty coffee roasting company that has stayed true to the Italian coffee culture and roots of founder Carlo Di Ruocco while embracing innovation to inspire the next generation of coffee drinkers. In keeping with the sensibilities of the modern coffee consumer, Mr. Espresso is committed to responsible sourcing, sustainable production and investment in community. Offering wholesale beans, premium commercial brewing equipment, and service and training support, Mr. Espresso made its mark as one of the first full-service, coffee roasting retailers in the U.S. and has since become a trusted supplier to noteworthy restaurants, cafes, bakeries and coffee houses around the San Francisco Bay Area and nationally. Additionally, Mr. Espresso has expanded its online presence and grown its retail customer base well beyond the Bay Area. Mr. Espresso uses traditional wood-roasting methods over oakwood. This technique results in high moisture content and an increased retention of natural oils, producing a complex and full-bodied coffee with less acidity. Mr. Espresso has received numerous high-scoring reviews and accolades over its long history, and is a two-time Good Food Awards winner for its organic single-origin coffees. Founder Carlo Di Ruocco was awarded the 2015 Alfred Peet Passionate Cup, one of the Specialty Coffee Association's most prestigious awards. In early 2023, Mr. Espresso will open a cafe in downtown Oakland, not far from its roastery in Jack London Square. Today we are talking with Carlo DiRuocco's sons, John and Luigi DiRuocco, who Co-Own and run Mr. Espresso. Luigi Di Ruocco is Co-owner and Sales & Marketing Vice President of Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. An alumnus of Saint Mary's College, Luigi earned a double major in Business Administration and Economics, followed by two years in portfolio accounting. However, in 2001 at age 24, Luigi returned to the family business, drawn by the opportunity to make a meaningful contribution to the family enterprise. Currently, Luigi is at the helm of the newly opened – The Caffè by Mr. Espresso, in the heart of Downtown Oakland. John Di Ruocco is Co-owner and Vice President of Coffee for Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. After earning an undergraduate degree in architecture from UC Berkeley. After receiving his degree, he returned to the family business, learning the art of wood-roasting coffee from his father. John went on to become roastmaster in the early '90s, and eventually Vice President of Coffee. John has moved the company forward as a leader in both single-origin and blended coffees. John has been instrumental in expanding the offerings to reflect changing coffee preferences, adding distinguished lighter-roasted coffees, most often organic and fair trade in origin. In this conversation we discuss the rich history of this iconic company, their values, traditions, and how they have grown and evolved over the past 45 years! We discuss: The beginning of Mr. Espresso The importance of tradition and craft Creating an authentic product and brand Why wood roasting is unique in method and outcome How they source coffee and approach QC Evolving with the industry Knowing what to say no to and trusting your gut Advice for impact and longevity in coffee Offering a product that appeal widely but keeps tradition Links: www.mrespresso.com Instagram: @mrespressooak @thecaffeoak Listen to these episodes next! 081 : Founder Friday w/ David Schomer of Espresso Vivace 205 : Inside Caffe Florian, the World's Oldest Coffee Shop ! | Venice, Italy 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters 327: Founder Friday! w/ Phuong Tran of Lava Java 320 Founder Friday! w/ Francesco Sanapo of Ditta Artigianale, Florence, Italy 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]

In all the building of systems and curating of culture we do, the one culture that tends to get short changed is the managers. Whether it is just you and one manager or a team of admin staff, the relationship between leaders in a coffee shop is critical to focus on and develop. Today on Shift Break we will be talking about this important set of relationships and why it is critical to the health of the entire company. Stay tuned to next week's episode where we dive even deeper into this subject with some solid practical steps. Related episodes: Don't Forget Relationships Proactivity in the Owner - Manager Relationship 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aire Expectations for Growth Reasonable Expectations The Myth of Hands Off / Automated Leadership Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

For a long time the coffee you could get at home was limited in quality because the average home user, while able to purchase gear and coffee, was not able to match the commercial water quality of their favorite cafe. All that changed when ThIrd Wave Water democratized ideal water for coffee and helped unlock the potential for innumerable coffee lovers world wide. Taylor Minor is Co-Founder of Third Wave Water. With a passion for technology and having owned and ran his own roastery, Taylor eventually applied this experience to customizing his own water then, along with business partner Charles Nick, developed Third Wave Water. 3W Water was featured on Shark Tank and has been had a global impact on how people view and can access ideal water for the various coffees they brew. In our conversation wee discuss the genesis of 3W Water, the evolution of the industry, how they have grown along with it, the science behind the products, and Taylor's views on specialty coffee. We Cover: Cafe ownership and Beginning Third Wave Water Making great water accessible to the masses Philosophy on coffee quality Water make up for various roast styles Considerations for espresso Selecting the right water Importance of equipping your customers for success Links: www.thirdwavewater.com Related episodes: 347 : Brewing Coffee and a Career w/ U.S. Brewer's Cup Champion, Elika Liftee 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata 406 : Five Ways to Immediately Improve Your Coffee Quality 372 : Milk Steaming Master Class: Science + Craft w/ Morten Munchow and Emilee Bryant! RoR #17 : Evolving Our Approach to Cupping w/ Charlie Habegger of Royal Coffee 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

Part 2 of 2023 Coffee Fest Live Louisville, KY interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. For this part 2 we get to talk with Lauren Lathrop and Rob Arnold! First up is Lauren Lathrop of Mill City Roasters! For well over a decade Lauren has been a leading educator and impactful member of the coffee industry. From barista, to shop manager, to trainer some of the best brands and companies in the world, Lauren's approach to education creates progress and understand for all she teaches. That educational prowess is has, in recent years, been applied to roasting through Mill City Roasters where she helps roasters achieve quality and repeatability and gives them the keys to unlock their potential. At Coffee Fest I sat down with Lauren to discuss the most important aspects of training roasters and how we can not only learn well under instruction and give effective instruction, but how we can guide our own roasting education. ​​Next we chat with Rob Arnold of Pre-Game Coffee Rob is the founder, owner, roaster, and creative at Pre-Game Coffee here in Louisville, KY. For 4 years now Pre-Game has been the premier sports, coffee, and cocktail venue in Louisville and focuses on providing what is likely one of the most unique hospitality experiences in the city. Cocktails and signature drinks have been a focus since day one and Rob was able to talk with the attendees at Coffee Fest about the secrets to success with these beverages. I sat down to chat with Rob about that very thing so you too can benefit from his field tested approach to cafe cocktails and sig drinks! Links: Lauren: www.millcityroasters.com Rob: www.pregamecoffee.com Related episodes: 159 : Addressing Unconscious Bias w/ Lauren Lathrop of Mill City Roasters SPECIAL: Coffee Fest Live! Chicago 2022 Part 1 w/ Luke Waite, Kris Christian, and Perfect Cube SPECIAL: Coffee Fest Live! Chicago 2022 Part 2 w/ Marissa Childers, Jess Gulino, and Tony Dreyfuss 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 142 : Entrepreneur Interviews from Coffee Fest NYC! www.coffeefest.com

Part 1 of 2023 Coffee Fest Live Louisville, KY interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. To start us off on part 1 we are going to talk with Jackie Nguyen of Cafe Caphe! Jackie Nguyen is the founder of Cafe Caphe in Kansas City, MO. From broadway to coffee shop owner, Jackie has been a dynamo in the coffee scene of KC with Cafe Caphe. A space focused on highlighting Vietnamese coffee as well as marginalized communities, Jackie has lead the way for vibrant cafe culture. Part of her success is a strong and deep social media presence that connects people to her brand before even visiting. Today we get to chat with her about how we too can use our social platforms to connect and grow our community and our business. ​​Next we chat with Sean Roberson of West Lou Coffee! Sean Roberson is the founder and roaster at West Lou Coffee in Louisville, KY. A West Louisville native Sean fell in love with coffee roasting after a career in finance and has been running an growing West Lou coffee as a business based in West Louisville and with an aim to enrich and inspire locals in West Louisville and other overlooked and under resourced areas of cities world-wide. Today we chat with Sean about his journey in starting West Lou Coffee, the challenges, importance of his work, and advice to other who live in marginalized areas to start and build something for their communities as he has. Links: www.westloucoffee.com @westloucoffee www.cafecaphe.com @cafecaphe Related episodes: SPECIAL: Coffee Fest Live! Chicago 2022 Part 1 w/ Luke Waite, Kris Christian, and Perfect Cube SPECIAL: Coffee Fest Live! Chicago 2022 Part 2 w/ Marissa Childers, Jess Gulino, and Tony Dreyfuss 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 142 : Entrepreneur Interviews from Coffee Fest NYC! www.coffeefest.com

If we work with people long enough, we are going to face frustrations and challenges. Too often these normal relational issues go unresolved and solidify into something called resentment. Today on Shift break we will be talking about how boss and barista alike can fall into this trap and what to do to avoid the toxicity that results by leaving it unaddressed. Related episodes: Don't Forget Relationships Avoiding Toxic Loyalty Proactivity in the Owner - Manager Relationship Understanding and Bitterness Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

As an industry, our flavor preferences turn into what we market, which turn communicates a message about quality and what people should care about when it comes to "the best" coffees. Too often we are content to let the our message be incredibly narrow regarding flavors and preferences. Without context this leaves a lot of great coffee that may be more enjoyable for the consumer, at a disadvantage. On this Rate of Rise episode we will be talking about tools to bridge the flavor preference gap with coffee legend, Phil Beattie of Dillanos Coffee Roasters! Phillip Beattie is the Director of Coffee for Dillanos Coffee Roasters. He is an experienced coffee industry leader with over 20 years in roasting, sourcing and quality control. Known for his contagious energy and passionate leadership. He served as chair the Roasters Guild, been on international cupping juries, and has been a certified Q Grader. He had the privilege of roasting for two United States Barista Champions, once in 2015 and again in 2019. Phillip feels fortunate and blessed to work in the world of coffee. In our conversation Phil gives us wonderful insights on the state of roasting, how we market, and what tools or system changes are needed to correct the current imbalance that favors our own tastes vs that of the consumer. Links: www.dillanos.com Related Episodes: 282 : How to Listen to your Customers 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript RoR #17 : Evolving Our Approach to Cupping w/ Charlie Habegger of Royal Coffee Visit our sponsor ROAST MAGAZINE and subscribe!

Growing you coffee shop is about more than just adding locations. Growth has to do with developing internal resilience, culture, and practices that are life giving to those who work in the business and to you as the owner. Ultimately the path for sustainable growth is a people-first path and today we are talking with someone who has a lot of experience charting that path. I am thrilled to welcome back to the show, Mike McFall of Biggby Coffee! BIGGBY is a fast-growing coffee franchise with over 350+ locations across the U.S. Within the company, Mike has worked every position, from minimum-wage barista to his current role of Co-CEO. Grow, the second book in Mike's three-book series, picks up where Grind leaves off–when an entrepreneur is in the midst of the bootstrapping entrepreneurial phase and asking, "what's next?" The book offers a strategic blueprint for entrepreneurs trying to reach the promised land of stability and sustainability in their businesses. Filled with real-life examples from Mike's 26 years of experience, Grow plants the seeds to help readers recreate themselves as the leaders their organizations need them to be and take their business from chaos to calm. In this conversation we dive into some of the most critical element outlined in his book that, if applied and practiced, will definitely help you grow your business the right way. We cover: How to recognize the lessons you learn in business Telling the truth Becoming irrelevant Providing emotional stability Cultivating trust Mastering time management and prioritizing Being a constant learner and helping others do the same Links: www.Michaeljmcfall.com www.biggby.com Related episodes: 263 : Founder Friday w/ Mike McFall, Co-Founder of BIGGBY Coffee! 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 223 : Building a Financially Resilient Business w/ Andrew Carroll 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 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

All of us have had the conflicted emotions of having baristas that are simply amazing but then also knowing that those baristas will eventually leave the coffee shop. Try as we may, most staff will not be long term and this can either cause you to feel defeated, or you can embrace it and the opportunity these exemplary employees bring. Today on Shift break we will be talking about how we can lean on the examples of our best staff to essential bottle that magic and allow our systems and structures to be shaped by their example and the ideas their work brings to the business. Related episodes: The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year 181 : Organizational Self-Knowledge Your Employee Handbook is Worthless Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Learning how to listen is the cornerstone of effective and transformative communication. In the hustle and fast paced daily activities of the coffee shop, it is easy to forget about listening and truly understanding what is being said beyond the words we hear. Add to this that emotions are often high, listening deeply and well can seem daunting. Thankfully we have a guest on the show today who is a listening expert and has built incredible resources to help show use exactly how to listen! Oscar Trimboli is an author, host of the Apple award-winning podcast Deep Listening and a sought-after keynote speaker. His third book is how to listen – discover the hidden key to better communication – the most comprehensive book about listening in the workplace. Along with the Deep Listening Ambassador Community, he is on a quest to create 100 million deep listeners in the workplace. Through his work with chairs, boards of directors, and executive teams, Oscar has experienced first-hand the transformational impact leaders can have when they listen beyond words. In this conversation we dig deep into the principles of listening, especially when emotions cloud our mind. Through deeply personal examples, role playing scenarios, and impactful insight, Oscar lays out a master class in listening here on his second appearance on KTTS. Enjoy! Links: www.oscartrimboli.com We discuss: The listening compass Our agendas Creating and preparing for understanding Listening when emotions are high Assumptions and anxiety Tools for recharging your listening battery Related episodes: 165 : The Art of Deep Listening w/ Oscar Trimboli 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity 104 : How to Deliver Difficult Feedback w/ Tom Henschel 399: Encore Episode! How to Change Things in the Cafe 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

Especially important for the younger generation is access to the wisdom and experience of those who have gone before. Older coffee professionals can also benefit from the drive and perspectives of the younger. Problem is that we tend to only converse with and stick to your own age group and the benefit of cross generational communication is lost. On today's Shift Break we will be talking about mentorship and the importance of seeking these intergenerational relationships and the benefit it brings not only to our own development as individuals, but to the industry as a whole. Related episodes: 349 : Talking About 21st Century Coffee w/ Kenneth Davids 397: Diversity and The Color of Coffee w/ Keith Hawkins, The Color of Coffee Collective 127 : Passion and Curiosity: A conversation w/ Starbucks Global Sr. Project Manager, Major Cohen 003: The Role of Mentorship in Specialty Coffee w/ Pete Licata 339 : What Good Barista Training Produces 228 : Cracking the Leadership Code w/ Alain Hunkins Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

The barrier of entry for getting a coffee shop open is lower than ever. Many have the idea that if they can get the shop open, then they have succeeded. But the test is not only about whether you can open a shop, or even if you can keep it open, but how do you make something that is truly great and successful? On today's episode we will be talking about a few ingredients that must be present in the mix of a coffee shop from the beginning in order for all the components we assemble in the race to open, to work together and create something truly greater than the sum of its parts. These things are not readily apparent but are necessary nonetheless, and are what separates the average coffee shop from one that is long lasting and impactful. We cover: Culture of caring Service mindset internal and external Its not just a recipe of the assembly…it's the soul Make the intangible tangible Long term success is based on roots and patience Self knowledge and acceptance of risk in refinement Values in action Not getting mired in the details but tending to them / Ability to judge success in mission and big picture Listen to these episodes next: 374: Opening a Coffee Shop: Fantasy vs Reality (w/ bonus commentary)" 283 : 5 Bad Reasons to Open a Coffee Shop 329 : How to Teach Company Values to Your Staff 223 : Building a Financially Resilient Business w/ Andrew Carroll 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 141 : The 27 Challenges Managers Face w/ Bruce Tulgan 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 mean, I like variety as much as the next person, but overly complex menus are overwhelming and create confusion for customers who rely on us to curate our offerings that meets their needs in a way that delivers quality over quantity. On today's Shift Break we will be talking about how the pursuit of a simplified menu can be a powerful tool for hospitality and, in the end, creates a more memorable experience that customers are excited to share with others. Related episodes: Building your Coffee Shop's Capacity from Simplicity Leaner Teams, Better Results Some Tips on Signature Drinks Sacrificing Productivity Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

In order to train people in coffee and barista skills you have to not only be a student of your subject, but also a student of your students and their unique context. In recent years we have seen an incredible explosion of coffee eduction in producing countries where the landscape of learning is among the most unique given their deep relationship with coffee. Today we will be talking with an educator whose commitment to learning and bringing understanding to this context is making great impact. I am excited to be chatting with Fabiola Solano of sOY barista in Costa Rica! As a certified with the Coffee Diploma and Authorized SCA Trainer (AST) in 2018, Fabiola began her preparation as a barista in 2013. She also has a bachelor's degree in business administration, a degree in marketing, and a specialization in hotel operations management. She is currently studying for the Certificate of Advanced Studies in Coffee Excellence at the Zurich University of Applied Sciences. She has dedicated herself to content creation since 2015 for her blog Soy Barista, always focusing on updated and relevant data for the Spanish-speaking community We cover: Fabiola's entry into coffee The unique landscape of Costa Rican coffee culture Training and educating on foundational information The importance of certifications and career tracks Best practices for training baristas Exploring all levels of quality Practical results of education on the local industry over time Links: https://www.soybarista.com/en/home @soybaristacr Listen to these episodes next: 294 : At Origin Roasting Revolution w/ Luis Fernando, founder of Amor Perfecto! 348: Founder Friday! w/ Benito Burmudez of Cafe Unido, Panama City, Panama! 335: A Better Business Model for Coffee Farmers w/ Thaleon Tremain of Pachamama Coffee 313 : Coffee Education and Training w/ Michael Phillips of Blue Bottle Coffee 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

Setting up and maintaining a roaster for functionality, safety, and quality output is perhaps the biggest challenge of roasting. There are many variables and trades that go into it and it is easy to skip some steps, be less than detailed, and rush the project. I don't need to tell you, that is s a recipe for disaster. Perhaps nobody in roasting tech knows this more than the man who gets called to both set up roasters, and swoop in and deal with all sorts of emergency situations and repairs. Today on RoR we are talking with the legend, Doug Graf of Vintage Coffee. Doug Graf has been rooted in the roasting, and roasting tech, repair and installation world for over three decades. From running his own family business for twenty years- to full time instal, repair, and consulting work for roasters over ten years, Doug Graf has maybe literally seen and worked on it all. Through his consulting company, Vintage Coffee, he provides consulting, training, repair and maintenance, plant design, and start up for coffee roasters of every size. Vintage is also a service representative for Canada for Loring Smart Roasters. As you might guess, he is also a very active member of the roaster guild where he generously shares his hard earned wisdom and runs the roasters tent at the guild retreats. In our conversation we talk with Doug about his career and focus on his advice and insights on how we should approach setting up and caring for our roasters and roasting spaces, and what the most common mistakes are related to maintenance to help us avoid needless troubles in the roastery. We cover: Task frequency Wait time and working with the trades Planning and patience Trusting experts Major mistakes we make Checklists and systems Anticipating the investment The DIY trap Intuition's role Links: www.vintagecoffee.ca Vintage Coffee on IG Related Episodes: 152 : Essential Advice for Starting a Roastery w/ Jen Apodaca RoR #9 Inside the Roaster's Tool Kit w/ Kat Melheim of Black and White Coffee and The Coffee People Zine RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee Visit our sponsor ROAST MAGAZINE and subscribe!

It's Founder Friday! Partnerships in coffee bars can be tricky things. You really have to make sure you have complimentary character traits as well as a unified s12et of values to help guide you through the ups and downs of business in a the cafe and roastery. Today we are talking with a couple of guys who have combined forces and have shown what is possible when these things are in place and you have a passion to serve and advance both people and coffee. We are talking with Kyle Ramage and Lem Butler of Black and White Coffee Roasters! Kyle and Lem are industry legends in their own rights. Each of their carerers has spanned the decades and has been punctuated with competition success. Lem and U.S. Barista Champion in 2016, and Kyle as U.S. Barista Champion in 2017. Along their careers they have been deeply involved in retail, roasting, and have been integral members of the global coffee community through their work and examples. The founding of their cafe and roastery in 2017 was the combination their individual talents to create something new, powerful, and needed in the coffee space. They have been making waves in the industry since them striking a balance between accessible coffees, more extreme coffees, serving their staff and customers, and continuing to invest in competitions and the professional development of competitors. This conversation is a look at their history, the development of Black and White, their own growth as owners, and the how of their approach to running one of the most respected brands in coffee. We discuss: Careers and competition Training and complimentary strengths The founding of Black and White Taking on an existing customers base and staff Self awareness Listening to customers Developing a fresh approach to coffee Investing in their baristas The need to market coffee differently Creating inroads in roasted coffee offerings Where we need to go as an industry Links: www.blackwhiteroasters.com Instagram: @blackwhiteroasters Listen to these episodes next! 396 : Founder Friday: Before + After Edition! w/ Jonathan Pascual of the Newly Opened Opo Coffee. 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC 273 : Founder Friday w/ Anne Lunnel and Charles Nystrand of Koppi Coffee Roasters, Helsingborg, Sweden 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]

There is a shortcut for everything these days. Automation, templates, and other tools would give you the impression that you can automate of be hands off with your leadership and that your aim is to continually seek more ways to remove yourself. On today's Shift Break we will be talking about how this idea, while appropriate in some aspects of the business, is a recipe for disaster in others. Listen to these related episodes next: 028 : Why it's Ok to be the Boss w/ Bruce Tulgan Baristas Are Not Magic Motivating Staff Through Culture You Can't Automate Quality Proactivity in the Owner - Manager Relationship Over Optimization Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Opportunities for specialty coffee still abound in certain areas of the American South. With those opportunities comes challenges of communicating coffee in a way that both meets people where they are, and helps open them up to new experiences that expand their enjoyment. Today we are talking with someone who has not only been communicating to his customers through the coffee he roasts, but also through a podcast designed to be an entertaining AND educational. We are chatting with Kenneth Thomas of Umble Coffee! Kenneth Thomas is host of the very popular Coffee 101 podcast and interviews coffee experts weekly from around the world. He is owner and head roaster at Umble Coffee Co, an online and wholesale coffee company. Kenneth and Umble Coffee have been ranked as one of the top specialty coffee roasters in the United States consistently for the last several years. He is also a physician and chemical engineer - both of which lend expertise to Umble's mission of sourcing and roasting the best coffees from around the world in a way that optimizes for taste quality and health. In my conversation with Kenneth we will cover how his own curiosity sparked his obsession and business, how he crafts customer service through roasting excellent coffee in an approachable way, and the importance of always learning and providing opportunities to learn for himself, his customers, and listeners. We Cover: Discovering coffee and roasting Listening to customer feedback Blue ocean opportunity Meeting people where they are Coffee and health Advice for coffee roasters in coffee desserts The importance of always learning and teaching Don't sit on innovation Links: www.umblecoffee.com Coffee 101 podcast Listen to these related episodes next! 387 : Innovation and Building a Better Coffee Business w/ Miranda Caldwell 184 : Making Great Business Decisions w/ Dave Stachowiak 286 : Coffee Roasting Best Practices w/ Scott Rao 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab 063 : What Your Roaster Wants you to Know w/ Rob Hoos, Author, Modulating the Flavor Profile of Coffee 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata 370: Founder Friday! w/ Tony Dreyfuss of Metropolis Coffee Company, Chicago, Illinois 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

The foundation of the building determines the stability of what is built on it. When it comes to building a coffee shop business your growth cannot out pace the degree to which you invest in the relationships and the culture at the heart of it. On today's Shift Break we will be talking about the need to increase engagement, resourcing, communication, and meaningful connection as you get business and the business develops in size and scope. This is a very important topic and one that I hope you take to heart and put into practice. Listen to these related episodes next: 248 : The 5 Elements of Resourcing your Team 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 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aire Expectations for Growth Reasonable Expectations Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Tenacity, humility, and curiosity. Whether you are working as a barista, competing, opening your own shop and roastery, these are character traits that are essential for success. Today we are talking with someone whose long career in coffee has been characterized by these values. We are chatting with the new U.S. Barista Champion, Isaiah Sheese! Isaiah Sheese is the Owner of Archetype Coffee located in Omaha, Nebraska. He has been working in the coffee industry for almost 20 years in various roles from barista, to QC cupper, green buyer, janitor, and now owner. He has competed in the US Barista Championships for 9 years, judged for 2 years, and placed top 6 in 8 of the 9 qualifiers. He finished 5th in 2020 and is now the 2023 US Barista Champion. In my conversation with Isaiah we get to talk about his beginnings in coffee, the early experiences of competition, starting and running Archetype, and the pursuit of hospitality while also pushing coffee forward. We Cover: Entering the coffee industry Discovering barista competitions Challenges of taking the next step in career What moments changed the game in competition Pursuit of excellence How judging changed things Starting a business and meeting customers where they are The importance of community trust for cafe success Tenacity in competition and the evolution of Archetype His winning routine and how they approached it differently Links: www.drinkarchetype.com FOLLOW! @ARCHETYPEROASTERS Isaiah Sheese on Instagram @isaiahsheese Listen to these related episodes next! 394 : Happy Coffee People w/ Wendelien van Bunnik 390 : 7 Ways to be Consciously Competitive 320 Founder Friday! w/ Francesco Sanapo of Ditta Artigianale, Florence, Italy 045 : Simple, Powerful Hospitality w/ Philip Turner 343 : Founder Friday! "Curated Edition" | Hospitality + Meeting People Where They Are 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 not so much the fear of change that keeps us from moving forward in the areas we know are necessary. It is the fear of what will happen when we implement the change. The fall out, we imagine, is too much to handle and so we stay where we are. On today's Shift Break we will be talking about why you need to embrace the fallout related to needed change and how doing so in a people-first way will, in spite of the inconveniences, lead to a better outcome. Listen to these related episodes next: 301 : Hiring and Training for Excellence 191 : Retraining your Staff on new Standards 080 : Changing things in the Cafe : A workflow for Refinement 179 : What you MUST Know About Employee Culture w/ Stan Slap Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

One of the hardest things to make consistent in the coffee shop is your espresso. There are so many variables that contribute to the final product, not to mention the number of different baristas tasked with making coffee daily. can be very overwhelming and inevitably we throw in the towel and end up with a let than optimal product. Well good news! Today we get to dive into the science of optimizing your espresso with coffee scientist Samo Smrke! Samo Smrke is a scientific associate at the Zurich University of Applied Sciences (ZHAW) in the group of prof. Yeretzian. He is involved in coffee research projects in collaboration with industry partners and in fundamental research on various topics of coffee chemistry and coffee science. He is leading a module of the Coffee Excellence continuing education course at ZHAW, and various other educational programs with partners of ZHAW. Samo is actively participating at coffee conferences, is one of the co-authors of the SCA Freshness Handbook and Water Handbook and has contributed to scientific papers and book chapters about coffee. In this episode we discuss several major factors that need to be considered and optimized in order to always have the consistent and excellent espresso you want to serve on your coffee bar. We cover: Samo's journey into coffee Ideal resting times and CO2 Aroma and taste variance in coffees What causes crema Various roast levels and decaf The grinder's role Steps to take in addressing problematic coffee The importance of tracking and systems The science communities role in tandem with professional baristas Links: Samo's Instagram Account @samosmrke https://www.zhaw.ch/en/about-us/person/smrk/ Listen to these related episodes next! 372 : Milk Steaming Master Class: Science + Craft w/ Morten Munchow and Emilee Bryant! 350 : The Physics of Filter Coffee w/ Jonathan Gagné 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript RoR #16 : Ideal Resting Times for Roasted Coffee w/ Joey Stazzone of Cafe Kreyol 389: How to Approach Modern Coffee Processing w/ Christopher Feran 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

Like you, I have been to and conducted my fair share of cafe meetings. And also like you, I have seriously questioned the effectiveness of these get togethers. In fact, in many cases meetings can hurt more than help. How do we avoid this? On today's Shift Break I will be taking you through a few big mistakes that contribute to bad or ineffective meetings, and what to do instead to make sure your gatherings are assets to the business and not liabilities to culture. Related episodes: Communicate, Duplicate, Repeat : Key habits that make information stick Turning the Ship My #1 Interview Mistake 229 : 7 Tips for New Managers 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 244 : Top 10 Ways to Lose Employees 179 : What you MUST Know About Employee Culture w/ Stan Slap Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

The world of coffee is saturated with suppliers of tools and equipment. Most are seeking the transaction and chasing the opportunity the current market has afforded them. Precious few suppliers are truly passionate about their customers in a meaningful way that results in the love and respect of the barista community. Slow Pour Supply is one such company, because Anita Tam is one such person. Anita Tam is the owner and founder of Slow Pour Supply Co., a socially driven coffeetools company that is dedicated to serving coffee people and small businesses around the world. Prior to coffee Anita spent decades in the world of professional music as both a professional classical musician, instructor, and conductor. She discovered a passion and fascination for the craft and science of coffee that set her on a course to not only work in coffee but to establish Slow Pour as a platform to foster the same discovery for baristas globally through quality tools. Anita is a long time certified AST with the SCA and you can find her and her team at almost any coffee event or competition spreading joy and positivity and serving the community. Today we are going to be getting to know a bit about Anita's entry into coffee, the passionate and philosophies that drive her, and how she approaches business and relationships in coffee with wholistic generosity. We cover: The link between music, art, and coffee Founding slow pour and guiding principles Passion for the product and end user Milk pitchers, brewers, and tools as catalysts The need for in person connection and community Creating, serving, and passing on gifts Peace through the circular flow of experiences Thoughts on the future of coffee Links: www.slowpoursupply.co @slowpoursupply Listen to these episodes next! 127 : Passion and Curiosity: A conversation w/ Starbucks Global Sr. Project Manager, Major Cohen 089 : La Marzocco USA General Manager, Andrew Daday : Leadership, Innovation, service, heritage 136 : Nourishing the Barista's Soul: A conversation w/ Deb Kaminski of Pacific Natural Foods 324 : Encore Episode! Organizing the Community w/ Espresso State of Mind Founders, Javier Alvarez and Joseph Gonzalez 394 : Happy Coffee People w/ Wendelien van Bunnik Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com

On this Rate of Rise episode I am thrilled to get to have a conversation with the new U.S. roasting Champion, Andrew Coe of Elevator Coffee in Portland, OR Andrew Coe is the owner and roaster at Elevator Coffee in Portland, OR, founded in 2016. Andrew launched his professional roasting career by winning the first Cascadia Cup roasting competition at Buckman Coffee Factory, a co-roasting facility across the street from his cafe, using a Behmor 1600. He currently operates out of another co-roasting facility in NE Portland called Roast, which is home to a fully customized 1938 12kg Probat (probably one of the cooler machines in town). Andrew also private label roasts for Two Stroke Coffee. He has a masters degree in Mathematics from Oregon State University, and worked as a Transportation Planner prior to coffee. In our conversation we chat about Andrew's entry into coffee, competition, and insights learned over his career In our conversation we cover: Community and its role in learning Key turning points in his understanding of roasting Methods and disciplines for consistency Favorite part of the competition Collecting, curating, and using data How his career experience helped in roasters competition Optimizing green and roasted coffee Links: www.elevator.coffee Instagram @elevatorcc + @andrewcoaecoffee Related Episodes: 286 : Coffee Roasting Best Practices w/ Scott Rao RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind" 147 : U.S. Roasting Champion, Shelby Williamson of Huckleberry Roasters, Denver, CO 026 : What Your Roaster want you to Know w/ U.S. Roasting Champion, Mark Michaelson, Onyx Coffee Lab Visit our sponsor ROAST MAGAZINE and subscribe!

It's Founder Friday! I just learned of the news that the original sidewalk bar for Espresso Vivace is going to be closing permanently. This is very sad news given the rich history of that cafe and the impact it's had on so many. So today I thought it would be a great idea to re-air a conversation I had with David Schomer back in Feb of 2019! Since its founding in 1988 Espresso Vivace has been home to David's groundbreaking and paradigm shifting experiments with espresso coffee and drink presentation. His work has been foundational and formative in the lives of countless professionals around the world. In this interview I get to talk with We discuss: The early years of Vivace David's philosophy on service What he wants customers to experience in his stores His desire to remain small and impactful What makes a great espresso Hiring The secret to longevity how he has personally grown over these 3 decades of meticulous pursuit of his espresso ideal There is a lot to take away and be inspired by here. Enjoy! Links: www.espressovivace.com Instagram Listen to these episodes next! 323 : Reflecting on 5 Years of Keys to the Shop w/ my Wife Lynnsy Deferio 128 : Terry's Top 10 w/ Terry Ziniewicz : Best practices for how not to kill your espresso machine 349 : Talking About 21st Century Coffee w/ Kenneth Davids 376: Career, Coffee Quality, and Advancing the Industry w/ Mat North, of Raw Material 205 : Inside Caffe Florian, the World's Oldest Coffee Shop ! | Venice, Italy 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]

Today we have an incredible number of options to increase efficiency and outsource everything we do, including the things that people would normally assume come from you as a creator. This presents a problem that I believe is based either upholding or violating a common trust between the consumer and the provider. Today on Shift Break we will be talking about the use of A.I., white label coffee, authenticity, and what I believe is the necessity for us to fight for the integrity of our communication. Related episodes: 227 : Connecting with Hearts and Minds 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 321 : Marketing and Moral Injury w/ Josh Tarlo of Kiss the Hippo Bridging the Values-Actions Gap Commit Before You Communicate Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Out of all the reasons that may be contributing to customers either loving or avoiding your shop, the quality of your drink beverages actually ranks pretty high. The trouble is, we all tend to assume that we have pretty much achieved a level of quality that "should" be sufficient to attract and keep customers and in that assumption we are lulled into a place of security and chance down other means to bring in more people are areas to refine, all the while our coffee is literally leaving a bad taste in people's mouths. On today's episode I am going to be sharing five things that you can do in your cafe that will absolutely level up and improve your coffee quality. When your marketing and word of mouth brings customers in to the store, both you and them will be confident that you can deliver a truly consistent specialty coffee experience worthy of the hype. Let's lean into the uncomfortable and embrace the refinement of quality as a constant pillar of who we are and how we operate! Related episodes: "Local" does not Equal Quality DETAILS 235 : 4 Tips for Training your Staff 191 : Retraining your Staff on new Standards Taste the Rainbow! : Menu knowledge, tasting, flavor, coffee cupping approach to your offerings Drink Drills! : Guidelines for using this powerful training tool in the coffee shop to get baristas ready for anything 307 : 10 Simple ways to Level Up your Coffee Shop Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com

When it comes to leadership, the power and authority that is inherent in the position creates a need for higher degrees of responsibility to facilitate and support those being led. Be that as it may, for those who are being led, this is not a reason to outsource to other personal responsibility and accountability in your work and career. On today's Shift Break we will be discussing some things that are not really able to be provided for you by "the company" or your boss, but re up to you to bring to the table for the sake of your own flourishing in work and in life. Related episodes: Shift Break: Hard Work is Hard 355: Baristas! 6 Essential Qualities to Get Yourself Hired 331 : The 7 Deadly Sins of my Career The Barista Slump : Thoughts on how to deal with times of love-loss, uncertainty, hardship, and weariness in your coffee career 292 : How to Take Charge and Drive Your Career w/ Ed Evarts Episode 31 : Essential Advice for New Baristas Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Technology and tools are meant to serve people, not the other way around. As we multiply apps, software, snd services in the name of optimization and ease, it can become harder to truly connect as we begin relying on these innovations to replace the very relationships that will sustain our coffee shops. The tech for making the schedule in your cafe is one of these areas that has seen an enormous amount of growth and proliferation over the years. Amongst these options stands a company that has been consistently and decisively people focused, radically simple, and hospitality minded in their quest to truly serve their clients the way their clients serve guests. I am thrilled to be talking with Wil Brawley of Schedulefly! Wil is Co-Owner of Schedulefly, a simple online restaurant employee scheduling platform that has served over 17,000 independent hospitality businesses since 2007. He is also host of the Restaurant Owners Uncorked podcast and author of two Restaurant Owners Uncorked books. In this conversation we will be talking about the genesis of Schedulefly, how they have stayed simple and effective for these past 16 years, and what Wil has learned as he has built relationships with and heard the stories of cafe and restaurant owners. We cover: The story of Schedulefly The schedule's role in your businesses operation Why integrations are not all they are cracked up to be What hospitality looks like between service provider and client Leaning into relationships The art of saying no and knowing who you are Lessons Will has gleaned form interviews on the podcast and in writing his books The need for simple people first hospitality and systems Links: www.schedulefly.com Related episodes: 170 : Why your Inventory Counts w/ Albert Amar and Pierre-Francois Rio of SwiftCount 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 089 : La Marzocco USA General Manager, Andrew Daday 302 : Data's Roll in the Success of your Shop w/ Mark Calhoun and Jim Strarcev of Perfect Cube 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

"If only the boss would listen to my ideas this coffee shop would be so much better!" We all have ideas for how to improve different aspects of the cafe. Many times I have been frustrated when my really great ideas were not met with the same enthusiasm I had. What gives?! On today's Shift Break we will be talking about why your ideas may not be received well and how to pitch your ideas with the consideration, planning, and empathy it takes to make get buy-in and be taken more seriously. Related episodes: Doing What You Want -vs- Doing What is Needed Using Slow Times Well as a Barista Taking Offense to Critique How to Talk to Each Other Proactivity in the Owner - Manager Relationship Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Creating in depth, engaging, and ultimately helpful educational content is no easy task. Today the number of options we have for gear, techniques, and the coffee itself are daunting to say the least. It is this vast field of options that energizes the home enthusiast to passionately pursue coffee and for some they get into it so much, they turn pro. That is the case with today's special Guest, Youtube and TikTok creator and now coffee roastery owner at September Coffee, Kyle Rowsell. For years now Kyle has been inviting his followers along his journey humbly pursuing knowledge and know how around coffee, gear, and brewing. As Kyle has been growing his platform and help countless people achieve tasty coffee at home , he has also created and now launched with his wife a new roastery called September Coffee In this conversation Kyle breaks down his journey, coffee philosophy, goals with his platforms, and the story of launching his new roasting business, September Coffee. We cover: Finding coffee and following a nw career path Content creation and representing the coffee industry to consumers The evolution of how consumers view coffee at home How cafe need to embrace the prosumer and why it matters Starting a Roastery Making decisions on what kind of coffee to roast How the professional role as biz owner differs from the creator role How does consumer purchasing in small amount impact green demand Links: www.september.coffee Kyle Rowsell YouTube Kyle Rowsell's IG @kyle.rowsell Related episodes: 242 : A Conversation with James Hoffmann 372 : Milk Steaming Master Class: Science + Craft w/ Morten Munchow and Emilee Bryant! 347 : Brewing Coffee and a Career w/ U.S. Brewer's Cup Champion, Elika Liftee 035 : The Consumer Revolution w/ Kevin Sinnott 282 : How to Listen to your Customers 069: Hosting Consumer Coffee Classes : 7 Guidelines Interested in leveling up your coffee shop or setting up 1:1 coaching? 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

There are no shortcuts to creating something meaningful, dynamic, and sustainable. But that does not stop us from thinking that that there are! Whether you are leaning on the idea that you just need the perfect or award winning barista and then you will be successful, or if you can just get the right template, tool, or menu all will be well, you will be sorely disappointed. On today's Shift Break we will be talking about the impulse we have to want this magic thinking to be true and what kind of thinking we need to employ instead that will actually work over time. Related episode: Grass Roots Improvement: Tapping into the power of your staffs observations and ideas Patience & Passivity : Career Advice for the Long Game The Miracle of the Mundane: How curiosity helps our sustainability Learning -vs- LEARNING Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Most all of us are driven by a desire to create something that makes an impact. Be it through food, or through coffee, we craft an experience and hope that the values and culture that drives us shines through with each plate and cup served. In many ways, we are relaying a story through our craft in hopes that that story and experience will be accurately captured and told by others. Through his writing, that is exactly what today's guest does in the culinary world. Today we are talking with award winning author and founder of TASTE, Matt Rodbard. Matt Rodbard is a writer, editor, and author of food and culture books with more than two decades of experience working in television, magazines, book publishing, and online media. He's the author of Koreatown: A Cookbook, a New York Times Bestseller, Food IQ, a Publishers Weekly Bestseller, and the Founding Editor of online food and culture magazine TASTE, winner of two James Beard Foundation Awards. He's the host of the long-running podcast TASTE, a show featuring conversations with the most interesting people in food, cookbooks, media, and more. In this conversation we explore Matt's career, what he has learned writing about food, chefs and the culinary industry, how coffee can learn from the world of restaurants, and how the craft of cooking, writing, and coffee are connected. We cover: Matt's development as a writer and storyteller The deeper meaning of food and culture The difficulty of writing to effectively reflect heart and soul What the biggest issues are in the restaurant world today Awards and staying in touch with pleasing guests Accessible luxury and rooted experiences Why the flavor wheel in coffee needs to be thrown out What coffee needs to do to improve and learn from our culinary counterparts Links: https://tastecooking.com/ https://www.instagram.com/taste/ Related episodes: 219 : Building a Winning Food Program w/ Marilei Denila, Culinary R&D Manager, Go Get em Tiger 393 : The Tyranny of Taste w/ Kosta Kallivrousis Coffee and Cocktails Coffee and Chocolate Interested in leveling up your coffee shop or setting up 1:1 coaching? 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

I was having a conversation with my wife and son about the practice of "decafing" customers and when anyone would take it upon themselves to do that. Ultimately it boils down to a decision we make in the moment to maintain integrity and hight standards for ourselves, or to create precedent within ourselves to let spite rule our actions. In today's Shift Break we will be talking about how we can and do easily fall into pettiness and spite and how we can avoid this trap that ultimately ends up, more than anything else, damaging us and the coffee industry. Related episodes: Managing Anger : Tips on how to deal with getting angry behind the coffee bar in a healthy way Gossip: How this toxic element destroys community in the coffee shop and what to do instead Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

When you think about success in roasting coffee, you will more than likely be concerned first and foremost with quality. While quality is critical, it is not the only factor. And success itself is more than a measure of your businesses profit, but how your business profits others. A new and more expansive view of quality and success is one of the things that characterizes today RoR guest. In this episode of Rate of Rise we are going to be talking with, David Lalonde of Rabbit Hole Roasters! David is the co-founder (along with biz partner Sophie) of Rabbit Hole Roasters in Montreal, Quebec. Roasting tasty coffee is obviously important for him, but challenging the coffee status quo is what drives him. By learning about coffee's inequalities, building long lasting relationships at origin and centering small holder farmers, he hopes to change the narrative, one that is not based primarily on cup score. Rabbit Hole Roasters is known for hight quality coffee, accessible offerings, and a desire to create momentum for equity along the entire value stream. Rabbit Hole is also the Roast Magazine 2023 Mirco-Roaster of the Year! In our conversation we will be talking about David's entry into coffee, starting rabbit Hole, and the mission to take on the important and hard topics of the coffee industry through conversation and through the operation of Rabbit Hole Roasters itself. In our conversation we cover: Entering the coffee scene Developing the ethos and values choosing import partners crafting an accessible and impactful offering Longterm relationships and farmer commitments Why quality is not the most important thing Running a successful business Developed coffee and expanding our marketing Asking the hard questions and giving a platform to needed conversations Links: www.rabbitholeroasters.com Rabbit Hole Roasters in IG: @RABBITHOLEROASTERS Related Episodes: Sustainability Series #2 : Importing & Roasting RoR #17 : Evolving Our Approach to Cupping w/ Charlie Habegger of Royal Coffee 376: Career, Coffee Quality, and Advancing the Industry w/ Mat North, of Raw Material 393 : The Tyranny of Taste w/ Kosta Kallivrousis 223 : Building a Financially Resilient Business w/ Andrew Carroll RoR #6: Buying Less and Doing More w/ Ever Meister Visit our sponsor ROAST MAGAZINE and subscribe!

In the hospitality industry, a guiding ethos that drives many successful coffee bars, restaurant, and bars alike, is the concept of generosity. When we operate with a heart to give and serve, we innovate ways to make that ethos a reality. Unfortunately there are many cafes that operate with the idea that they should only pay what they can get away with and have a less than generous disposition that leads to all sorts of problems. That fact that this later disposition is so common is one of the reasons today's guest started down the road to innovate a way to create a generaous payment system that both challeneges the status quo and cares for the needs of the coffee shop's staff. Today we are talking with Mike Schroeder of Oddly Correct in Kansas City, MO. Mike Schroeder is a drummer turned aerospace engineer turned drummer turned co ffee roaster turned problem solver and business owner. Mike is brothers-in-law with Oddly's founder Gregory Kolsto and Oddly's first employee (in 2011) and is now being trusted to steer the ship. In this conversation we dive into the story and values of Oddly Correct and how they flipped the script on the traditional way wages are viewed and can today provide their staff with a consistent living wage. We cover: Beginning oddly Crafting the values Making decisions Expanding mindfully The why behind projects and initiatives Valuing your team Guaranteeing a living wage Pushback from the industry Rolling it our and seeing the impact Continual improvement Advice for how to apply this structure Links: www.oddlycorrect.com Boss Barista interview w/Mike Related episodes: 227 : Connecting with Hearts and Minds 329 : How to Teach Company Values to Your Staff 162 : Discussing "Baristastainability" w/ Jenna Gotthelf of Counter Culture Coffee 291 : What to do if Your Baristas Wont Listen to You Bridging the Values-Actions Gap Scaling Values Interested in leveling up your coffee shop or setting up 1:1 coaching? 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

Part 2 of 2023 Coffee Fest Live NYC interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. This time we are joined by Jesse Harriott, Jenna Gotthelf, and Anu Menon! To start us off on part 2 we are going to talk with Jesse Harriott of Copper Horse Coffee! Jesse is a long time friend of mine and Co-founder of Copper Horse Coffee in Ithaca, NY. He has been serving coffee for 20 years, Roasting, training, and consulting for 18 years and has accumulated a lot of recognitions and awards at Coffee Fest, Golden Bean, and has amassed an incredible amount of wisdom and experience over these decades of coffee craft and leadership. In this conversation we discuss what is at the core of a successful coffee shop's operations. ​​Next we chat with Jenna Gotthelf of Counter Culture Coffee. Jenna Gotthelf is an advocate for creating progressive and approachable learning opportunities for anyone who brews coffee. Jenna is based in NYC and is the wholesale education manager for Counter Culture Coffee, where she oversees the barista training program carried out in Training Centers across the country. Jenna is also a long time US Coffee Championships competitor and has placed everywhere from first to last to somewhere in the middle in Brewers Cup and Barista Competitions Jenna and I discuss the need for coffee bars to educate their customers in ways that empower them and give them tools for success and how to meet them where they are in their coffee journey. Finally we are talking with Anu Menon of Driftaway Coffee. Anu Menon is a founder at Driftaway Coffee, a sustainability-focused direct-to-consumer coffee roaster based in Brooklyn, NY. An engineer-turned-marketing consultant, she leads Customer Experience & Sustainability at Driftaway and is passionate about building an approachable, equitable & transparent coffee value chain. Anu sits down with me to talk about how we can reach out to our customers via digital platforms and what practical steps we can take to create access, change, and culture regardless of physical location. Links: www.copperhorsecoffee.com www.counterculturecoffee.com www.driftawaycoffee.com Related episodes: 162 : Discussing "Baristastainability" w/ Jenna Gotthelf of Counter Culture Coffee SPECIAL: Coffee Fest Live! Chicago 2022 Part 1 w/ Luke Waite, Kris Christian, and Perfect Cube SPECIAL: Coffee Fest Live! Chicago 2022 Part 2 w/ Marissa Childers, Jess Gulino, and Tony Dreyfuss 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 142 : Entrepreneur Interviews from Coffee Fest NYC! www.coffeefest.com

It is time for the first the 2023 series of Coffee Fest Live interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. To start us off we are going to talk with Jordan Brown followed by Anand Patel Jordan Brown has been on the distribution side of Coffee for close to a decade. He is all about bringing products and helping shops. Reset culture . Currently he serves as the Vice President of sales for Shoreline Supply Co and hosts a podcast " Drinking Coffee While Talking Coffee With Jordan Brown." I got to talk with Jordan about how we can go about knowing what product are right for our shops and our values. ​​Next we chat with Anand Patel. Anand is the co-founder of Hidden Grounds Coffee. Back in 2013, Anand and his team of coffee crusaders decided that the world had suffered enough from the scourge of bad coffee. They took it upon themselves to become the ultimate taste testers, sacrificing their taste buds so their customers don't have to suffer the same fate. They've been able to expand their coffee business to 7 retail locations and in our conversation Anand gives us his secrets to scaling mindfully in order to achieve lasting success. links: www.shorelinesupplyco.com Drinking Coffee, while Talking Coffee Podcast www.thehiddengrounds.com www.coffeefest.com

Creating a moment of delight and excellence is what we all want to do when we set up our shops and make coffee for others. We also want to be delighted ourselves with the things we create and feel a sense of pride in each and every drink. Given the range of beverages we serve, that is pretty rare to find. But at least one place manages to strike this balance and has been doing so with singular focus for the past 8 years. Today we get to talk with the owner of the Award winning cafe, Endorffeine in Los Angeles, CA, Jack Benchakul! Jack is a biochemist who turned to small business to find more meaning and fulfillment in work. This set him on a path to pursue craft first through the pastry arts and finally in the coffee industry after one life changing cup of coffee. Jack learned all he could at home then as a barista before starting Endorffiene with his cousin Ttaya Tuparangsi in 2015 with the goal to pursue a balanced and refined coffee experience unlike any that was currently available. Jack's integrity, knowledge of craft and science, and constance in this pursuit has not only gained Edorffeine nority from famous food writers like Jonathan Gold and Bill Addison, gained Endorffeine, but also recognitions such as "Best Coffee Shops in the U.S. from Food and Wine and on of the "101 Restaurants, Dishes, People, and Ideas from The LA Times. Beyond these things, Endorffeine is firmly established in the coffee community and garners the respect of their industry peers world wide. In today's conversation with Jack we will be exploring the story of Endorffeine and their unique approach to creating beauty, balance, and community one cup of coffee at a time. We cover: Jacks Journey from Biochemistry to pastry to coffee The coffee epiphany that set his course Establishing Endorffeine and its mission Staying consistent over time Pursuing customer facing work as an introvert Values based Menu curation and refinement What is the "deep fight" Pride in operation and ownership What the pandemic revealed Connecting with customers Advice to other owner on integrity and patience Links: www.endorffeine.coffee Instagram: @endorffeine Related episodes: 375 : Founder Friday! w/ Roland Horne of WatchHouse 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC 252 : Founder Friday w/ Klaus Thompson of the Coffee Collective, Denmark Interested in leveling up your coffee shop or setting up 1:1 coaching? 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

Ever find yourself saying or hearing things like "Well, we go through it!" or "That was so crazy, welcome to Saturdays!" or "That's just the way it is here!" and many other phrases that draw attention to some very difficult situation of common happening on the bar? I certainly have and often these things are said with a ting of resignation by people in positions who may actually have the ability to do something about it. In today's Shift Break we will be talking about how we tend to glorify and resign ourselves to chaos and dysfunction and why we find ourselves embracing these problems as inevitable or even rites of passage, versus using our influence and abilities to try to innovate ways to alleviate needless stresses. Related Episodes: Facilitating Success Fix the Small Stuff! : Management, Morale, Coffee Bar Culture 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe 373 : The Owner's Role: 5 Behaviors for Effectiveness Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

The market place of coffee has seen rapid expansion of drive thrus and concepts focused on quick service. There is no doubt that customers appreciate speed when it comes to their coffee, better than speed though is speed plus service. These are the areas that today's guest is focused on delivering and continually enhancing in one of the country's fastest growing fast coffee concepts, Scooter's Coffee. Jaime Denney joined Scooter's Coffee as the Vice President of Franchise Operations in November of 2022 to focus on initiatives aimed at increasing the speed and effectiveness of drive-thru service. Denney is a highly energetic and passionate, results-oriented operations leader with a proven record of achievement in the quick service restaurant industry. She has experience leading large cross-functional teams, delivering business results, and implementing foodservice solutions. Prior to joining Scooter's Coffee, Denney was Vice President of Brand Operations at Jamba, where she worked cross-functionally with teams to drive franchise operational excellence and deliver quality training and support. She helped successfully migrate Jamba to a new POS system and implemented digital enhancements to set franchisees up for success during the COVID-19 pandemic. Denney, who has 15 years of coffee industry experience, also held leadership roles with Starbucks, Tropical Smoothie Café and Aramark. With 613 locations and no sign of slowing, there is a good chance you have a Scooters Coffee near you. Today we are going to get an inside look into what makes this company tick, the values that drive its drive thru empire, details about how Scooter's Coffee operates, and what we in the independent cafe community can learn from our corporate counterparts. I hope you all enjoy and learn a lot! We cover: Choosing markets for expansion Training managers Setting goals for speed Competing in the local market place Managing costs amid inflation Keeping things simple to help speed and service The limits of speed as a value Service and consistency Serving franchisees Wages, benefits, and culture Networking and tools for refinement Links: www.scooterscoffee.com Related episodes: 127 : Passion and Curiosity: A conversation w/ Starbucks Global Sr. Project Manager, Major Cohen Episode 121 : Working from Your Strengths 161 : Founder Friday Drive-Thru Edition w/ Jasmine Diedrich Wilson of Diedrich Espresso 384 : How to Run a Successful Coffee Cart w/ Sarah Naylor of Daybreak Coffee Cart 163 : Lessons from Crush the Rush w/ Josh Little Field Interested in leveling up your coffee shop or setting up 1:1 coaching? 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

Your staff need you to empower them. We like to think that we do this but many times it amounts to surface level communication and resourcing that is out of step with the day to day reality your staff live. In today's Shift Break we will be talking about a few questions you can ask yourself that will help you truly empower you staff to succeed in their work and give you peace of mind in the process. Related Episodes: A Shift Break...on Shift Breaks Helping Managers Avoid Burnout Communicate, Duplicate, Repeat : Key habits that make information stick Empowering Staff to make the right Call Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

From the first day you open the doors to your coffee shop one thing confronts you as a constant. Change. In order to run a healthy business we have to embrace changing things in the cafe in order to provide for the needs of the people and the operations that support them. The problem we run into though is when we act as though change is a nusance and in response we either refuse to change things, or we rush changes in order to get them over with. Inevitably this results in a lot of needless frustration and lost potential. On today's episode we are re-airing an old episode (episode 80 for Feb of 2019) talking about how we should go about changing things in the coffee shop with respect to what your people need and in a way that makes the change actually stick. I would encourage you to listen to this episode and have in mind a couple changes that you know need to be made in your shop. After listening, take the first step to make these changes using the workflow and see the difference it makes! Related Episodes: 191 : Retraining your Staff on new Standards 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 339 : What Good Barista Training Produces 307 : 10 Simple ways to Level Up your Coffee Shop 291 : What to do if Your Baristas Wont Listen to You Interested in leveling up your coffee shop or setting up 1:1 coaching? 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