High turnover is one of the biggest headaches for leaders, especially when working with a young workforce entering their very first jobs. Most businesses try to fix the problem with incentives, strict policies, or constant hiring cycles. But what if the solution is simpler… and more human?

In this episode, Chris Deferio, founder of Keys to the Shop and renowned voice in the coffee industry, shares why building people-first systems is the secret to reducing burnout, creating strong teams, and fostering long-term retention. Chris and Holli dig into the mindset shifts leaders need to make, how to interview for values instead of buzzwords, and why being a manager is really about stewardship—not authority.

Listen in to hear Chris’s story of perseverance after a frightening personal experience and how his lessons from specialty coffee apply to every industry with frontline teams.

In this conversation, Chris breaks down:

• The biggest barriers young workers face when entering the workforce for the first time.
• Why clear systems and people-first leadership prevent overwhelm and turnover.
• How to interview for values instead of “culture fit” clichés.
• The difference between good feedback and destructive criticism.
• A powerful mindset shift for employees to succeed in their first job (and beyond).

Ideas Worth Sharing:

• “Systems as a form of care... when you're looking at a schedule, when you're looking at the SOPs, and all of the tools you have at your disposal—these are lifelines for staff to know what the expectations of them are at work, how to win.” - Chris Deferio
• “Until you are an asset to the business, you're kind of a liability... you should see that as 'Oh, I really have to honor their investment in me by adding value past the onboarding, past the training, taking this seriously.’” - Chris Deferio
• “Leaders automatically have weight in their presence that they can't actually tell is there as much, but everybody else can. So you have to be aware of that extra weight that you have or else what your intentions are might not come through the way you think.” - Chris Deferio

Resources mentioned:

• SHIFT BREAK! Better Than Bad is Not Good - Keys to the Shop
• Setting the Table: The Transforming Power of Hospitality in Business by Danny Meyer
• Key Holder Coaching Groups

About the Guest

Chris Deferio is a leader, educator, and podcast host with over 25 years in the specialty coffee industry. As the founder of Keys to the Shop, he helps coffee shop owners and managers build healthy coffee shop cultures. A three-time latte art champion and sought-after speaker, Chris has trained teams around the world on leadership, hospitality, and retention strategies that work far beyond the coffee bar.

Connect with Holli:

Website: https://abacaresstaffing.com/

LinkedIn: https://www.linkedin.com/in/hollibeth

Connect with Chris:

Website: ⁠