These days a lot of coffee shop owners are thinking about how they can add value for the customer. Of course this is a question that should be asked and right now with costs and competition the desire to add value is at an all time high as we seek to attract and retain customers. 

But are we going about it the right way? 

Today on Shift Break we will be talking about why you might not need to add any more value than you already offer, and then if you decide you want to add something to your program, what approach should you take to delight your guests. 

Related episodes: 

• BLOG: Soul Searching in the New Landscape of Retail
• 432 : How to Win in Specialty Retail Coffee
• 173 : 5 Areas of Focus for Retailers
• 433: Winning Staff and Customer Loyalty
• 340 : Encore Episode of “10 Reasons to Love the Customer”!
• 443: Want Impactful Messaging? Keep it Simple! w/ Author Ben Guttmann
• 282 : How to Listen to your Customers
• 016: Raising the Bar on your Customer Experience w/ Michael Butterworth 
• 453 : The Craft of Operations

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Thank you to out sponsors!

Everything you need for back of the house operations https://rattleware.qualitybystainless.com/

The best and most revered espresso machines on the planet: www.lamarzoccousa.com

 Besides hiring the right person for the role in your coffee shop, onboarding and training is the most important thing to get right so those you bring on and the customers who trust you brand, are set up for success. It is therefore little wonder why, when training and on-barding are skimped on, the hospitality, quality, and then sales go down as customers lose trust.

Today we are going to be discussing how to approach the development and execution of onboarding and training in a way that creates the best chance for success. I would emphasis that this episode is one among many listed below that I feel need to be listened to in order to bring about an understanding of what tips, steps, and insight make sense to apply to your cafe.

When it comes to operations and building these kinds of programs and systems, the engagement of leadership in curating them to serve their people is a never ending task. It helps to embrace the "always" nature of this part of running a cafe just as much as a barista will always be expected and hopefully take joy in, making and serving drinks. 

 Related Episodes: 

• 339 : What Good Barista Training Produces
• 235 : 4 Tips for Training your Staff
• 191 : Retraining your Staff on new Standards
• 424: Developing Menu and Hospitality Guides
• 330 : Establishing Systems in Your Coffee Shop
• 248 : The 5 Elements of Resourcing your Team
• 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles
• 271 : Why the Cash Register Controls Everything

THERE IS STILL TIME!!!  

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN 1:1 CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! 

www.arto.com

Visit @artobrick

The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com

When we talk about the virtues of hospitality, one of the ones that comes up a lot is kindness. The extension of this grace to others in spite of our mood is a discipline that requires us to find motivation beyond receiving thanks. 

Today on Shift Break we will be talking about why, if we are serious about kindness becoming what we are known for amongst other hospitality virtues, we need to support those intentions with consistent and excellent work supported by systems to make that work something people can count on. 

Related episodes: 

• 430 : Embracing “Unreasonable Hospitality” w/ Will Guidara | Thank You NYC + The Welcome Conference
• 424: Developing Menu and Hospitality Guides
• 330 : Establishing Systems in Your Coffee Shop
• 293 : Thoughts on Defining Professionalism

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Thank you to out sponsors!

Everything you need for back of the house operations https://rattleware.qualitybystainless.com/

The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Creating and maintaining an elevated standard of hospitality is no easy task. It not only requires strategies and systems, but it requires that those providing the hospitality also experience it themselves. That people-first focus on employee satisfaction and sustainability matched with a high standard of training and a structure of operations to support  and nurture the culture is exactly what today's guests have created in their cafe. 

Today we get to talk with the owners of Fount Coffee and Kitchen in Morrisville, NC! 

Fount Coffee + Kitchen is owned by two husband and wife teams in Morrisville, North Carolina: Shawn and Kristen Preissner and George and Katie Kilgore. They are two local families that came together with a shared vision and passion for great coffee, food, and hospitality. They initially met in 2015, became great friends, put together a business plan, and opened the doors of Fount in December of 2018. Recognizing the need that existed in the Morrisville/Research Triangle Park community for both specialty coffee and a community gathering space, they sought to meet this need with premium menu offerings, elevated guest experience, and intentional workplace culture on the forefront of their mission.

We discuss:

• The Founding Story of Fount
• Integration of corporate strategies that benefit small biz
• Why feedback from team members is crucial for continuous improvement.
• Fount Coffee's mission: to serve intentionally, excellently, and joyfully.
• Why the owners hold each other accountable to maintain discipline in operations.
• Prioritizing team morale and sustainability in the workplace.
• Celebrating team members' contributions.
• Why you should focus on financial health to allow for team investments.
• Efficient scheduling as a key to staff satisfaction.
• Barista work is more demanding than perceived.
• Why future growth must align with your values.

Links:

www.fountcoffee.com

Instagram : @fountcoffee

Related episodes: 

• 391 : Founder Friday! w/ Megan Wilson of Spuds Coffee in Ft. Lauderdale, Florida
• 343 : Founder Friday! “Curated Edition” | Hospitality + Meeting People Where They Are
• 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017
• 446: Building a People-First Coffee Tech Culture w/ Jason “Double J” Johnson, Black Rabbit Service Co.
• 472: Why Technical Skill as a Leader is Not Enough w/ Jonathan Raymond, Refound, Author: Good Authority
•  

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN 1:1 CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! 

www.arto.com

Visit @artobrick

The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com

As we continue to navigate costs and the increasing competitive landscape of running a coffee shop, focusing on what is essential in your business has never been more crucial. Few guests have given us as salient and focused a treatment on how to prioritize than when we interviewed author and speaker Greg McKeown on his best selling book Essentialism. 

Greg is the CEO of McKeown Inc. His writing has appeared or been covered by The New York Times, Fast Company, Fortune, HuffPost, Politico, and Inc. Magazine. He is among the most popular bloggers for the Harvard Business Review and he has been interviewed on numerous television and radio shows including NPR, NBC, FOX, and as a regular guest on The Steve Harvey Show. Entrepreneur voted his interview at Stanford University the #1 Must-See Video on Business, Creativity and Success.

McKeown is an world renowned public speaker and hosts "The Essentialism Podcast" where he interviews amazing people from all over the world about their experiences practicing essentialism in work and in life.

In today’s conversation we will be discovering how we can take the first steps in spending our time on the vital few -vs- the trivial many.

www.gregmckeown.com

Related Episodes: 

• 436: Stop Burn Out! and Make Work Effortless w/ Greg McKeown | Best Selling Author “Effortless”
• 318 : Why Your Shop is Key to the Success of Coffee
• 018: Hiring, Culture, and the Future of your Shop
• 414: Secret Ingredients for a Successful Coffee Shop
• 329 : How to Teach Company Values to Your Staff

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN 1:1 CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! 

www.arto.com

Visit @artobrick

The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com

Feedback. It is all too common to use this word. But do many of us actively pursue it as if it is foundational to the success of our businesses? Chances are not really. And in so doing we lose out on connection, relevancy , and have a harder time delivering value that creates momentum with our coffee. All because when we talk about relationship coffee, we tend to leave out the consumer. 

Today on this 32nd episode of Rate of Rise, brought to you by our friends at Mill City Roasters, we are sitting down with cofounder of Mirror Coffee Roasters in Bellingham Washington, Mark Kutrovski!

Mark and his brother Seirgi both had a solid career in coffee before founding Mirror Coffee Roasters 5 years ago. Their brand has, from the beginning been focused on quality and guided by a consitent puruit of connecting with and getting feedback from their customers. Both consumers and wholesale customers. 

In today's episode we explore the need for all roasters to pursue feedback in how they source, roast, and communicate value to their customers and why it is of particualr importance nright now! 

Links:

https://mirrorcoffeeroasters.com/

Instagram: @mirrorcoffeeroasters 

Related episodes: 

• RoR #25 : Training Up the Next Generation of Roasters w/ Steve Lee of Pocket Knife Consulting + Linea Caffe
• ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters
• RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters
• 433: Winning Staff and Customer Loyalty
• 340 : Encore Episode of “10 Reasons to Love the Customer”!

Our Sponsor for Rate of Rise!

www.millcityroasters.com

Sorry to break it to you, but literally nobody who matters cares how you define yourself. In our quest to find belonging and quell the voice of our imposter syndrome, we tend to over define ourselves and posture in a way that limits our ability to run an effective and thriving coffee shop. 

Today on Shift Break we will be talking about how our assumptions about where we stand in the industry are not nearly as important to focus on as who we are serving and how we listen to what they and our business needs. Maybe this is just semantics, maybe this will actually open up a new way of thinking for you that bring about a healthier shop. In either case it is worth thinking about if only for the purpose of developing a habit of reflection and understanding. 

Related episodes: 

• 317 : Encore Episode: Death by Comparison
• 227 : Connecting with Hearts and Minds
• 230 : Making room for Community in your Shop
• 181 : Organizational Self-Knowledge
• Your peers are not your Customers
• Who do we Serve?

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Thank you to out sponsors!

Everything you need for back of the house operations https://rattleware.qualitybystainless.com/

The best and most revered espresso machines on the planet: www.lamarzoccousa.com

In order to move to the next level of maturity and capacity, both as people and as a company, a coffee shop and its staff but be pursuing more than just checking off the day's work. Pursuing professional development is essential to bring efficiency, effectiveness, fulfillment, and even abundance into the conversation when we look at our operations. But what might that look like?

Today we are going to be exploring how we can embrace professional development and provide consistent opportunities for growth to our staff as a way of investing both in them and the health of the coffee shop. 

In th midst of the price increases across the industry, this is yet another way to lean into relationships that will yield higher returns for all involved.

We cover:

• Why professional development is essential for the growth of coffee shops
• How a leaner, well-trained team can provide better service
• How raising prices requires raising standards in quality and service
• Investing in staff training for better customer experience
• Why baristas should be treated as professionals, not just workers
• Systematic training as a crucial component for consistency and quality
• Business skills are just as important as coffee skills for success
• Leadership development is necessary for effective management
• Why we need to pursue a culture of excellence that benefits both staff and customers 
• Remaining committed to developing profesionalization programs 

Related episodes: 

• 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles
• Leaner Teams, Better Results
• 472: Why Technical Skill as a Leader is Not Enough w/ Jonathan Raymond, Refound, Author: Good Authority
• 426: Fostering a Culture of Continuous Improvement
• 339 : What Good Barista Training Produces
• 191 : Retraining your Staff on new Standards
• 489: Tips for Creating a Resilient Cafe

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN 1:1 CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! 

www.arto.com

Visit @artobrick

The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com

Now is the time to start redirecting our gaze from competitions and accomplishing greatness on a stage serving judges that do not matter to our shops, and refocusing our attention on the judges that truly matter. Our customers. 

Today on Shift Break we will be talking about the phrase "Every customer is a judge". I used to hear it being spoken when I was involved in competitions in the early 2000s. How can we use the same energy we would put into a championship performance on behalf of of the customer and the experience they have in our shop?

Related episodes: 

• 340 : Encore Episode of “10 Reasons to Love the Customer”!
• 298 : A Trophy, or Atrophy? 
• 151 : How to Respond and React to Negative Feedback : 5 Step Process
• 259 : Solving Toxic Customer Service Culture
• 181 : Organizational Self-Knowledge
• Icing on the Cake: Competitions vs. the Shop

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Thank you to out sponsors!

Everything you need for back of the house operations https://rattleware.qualitybystainless.com/

The best and most revered espresso machines on the planet: www.lamarzoccousa.com

We suck at fulfilling the implied or explicit promises we make through our coffee shop marketing. Smiling faces with beautiful drinks and a clean environment with plenty of verbiage about values and mission. Lots of good vibes. That all tends to fall away once the customer gets in the space and experiences the reality of our operations. This disconnect and over promise/underdeliver cycle is why customer lose trust in brands. The good news though is that we don't have to continue playing this well branded, poorly executed game. 

Today we are  re-airing an episode from way back that is just as relevant as ever. We talking about how we ruin the specialty experience and what can be done to fix this so you can build trust back with customers and have more confidence in your self and your cafes ability to deliver what our marketing says we are about. 

Related episodes: 

• 321 : Marketing and Moral Injury w/ Josh Tarlo of Kiss the Hippo
• 432 : How to Win in Specialty Retail Coffee
• 406 : Five Ways to Immediately Improve Your Coffee Quality
• Curbing their Enthusiasm : How we put a damper on the customer's experience and what to do instead

ATTENTION CAFE OWNERS w/ 2+ Years of running your brick and mortar....

-

LOOKING FOR A COMMUNITY OF SUPPORT, ACCOUNTABILITY, INSIGHT, AND ENCOURAGEMENT? 

-

The Key Holder Coaching Group master-mind are now taking new applicants for our 4th cohort launching in march! 

Click below to fill out your application now!

KEY HOLDER COACHING APPLICATION

INTERESTED IN 1:1 CONSULTING AND COACHING?

If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 

[email protected]

of book a free call now: 

https://calendly.com/chrisdeferio/30min 

Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! 

www.arto.com

Visit @artobrick

The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com