Keys To The Shop : Equipping Coffee Shop Leaders

Coffee shops come in all shapes, styles, sizes, and focus on many different aspects of social experience and craft. If we look back we can see that certain themes emerge. Whether it is the 90's coffee shop with bold colors, self serve airpots, lots of sugar, and no wifi, the early 2000's sparse coffee temples with no sugar, or the modern coffee shops that seem to be serving anything but coffee as long as it sells. (that last one is me being cynical) The cafe will always be a bit of a litmus test for the culture. In today's Shift Break we will be talking about what I believe is emerging as a new classic coffee shop model and why it just may be the best version to come out yet owing to some timeless traits that may help us make actual progress. This episode was the response to a question a listener asked me. We exchange a few voice memos on IG and I thought it would make a great subject. If you have a question, please reach out!

CONSULTING + 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

There are many ways to mess up a perfectly good espresso machine. By contrast, virtually all of them are preventable if you follow only a few specific strategies to care for what is likely to most expensive piece of equipment in your store. Now another question, where can you find these best practices and techniques along with detailed "whys" behind the "whats" of espresso equipment maintenance? Lucky for us, it is not all in one book!

I am thrilled to welcome back to the show long time espresso tech and now author, Jon Ferguson!

Jon Ferguson has worked in specialty coffee for nearly 20 years, with hands-on experience in roasting, green coffee, equipment service, and barista training. He has owned and operated both a roasting company and a coffee tech service business. Jon has served as a volunteer sensory and technical judge for both regional and national coffee competitions, was a U.S. Brewers Cup and U.S. Cup Tasters runner-up in 2012, and has participated as an international juror for the Cup of Excellence on several occasions. A regular speaker at industry events like Coffee Fest, Specialty Coffee Expo, and World of Coffee, Jon has contributed to Barista Magazine, Daily Coffee News, and professional coffee blogs. Coffee Under Pressure: A Guide to Espresso Machine Ownership is his first book, blending his passion for service work with a deep respect for the effort it takes to keep machines running smoothly. Links: Buy on Barnes and Nobles

https://www.instagram.com/coffeeunderpressure/

Related episodes:

• 312 : How to Choose the Right Machine for Your Shop w/ Chad little of La Marzocco
• 128 : Terry's Top 10 w/ Terry Ziniewicz : Best practices for how not to kill your espresso machine
• 076 : Talking Tech! w/ Tom Ritz of Workhorse Customs : Best Practices for Machine Maintenance
• 537: Success as a Coffee Tech : Training and Relationships w/ Brady Butler W/ Trail Braze Coffee Academy
• 446: Building a People-First Coffee Tech Culture w/ Jason "Double J" Johnson, Black Rabbit Service Co.
• 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph

KEYS TO THE SHOP ALSO OFFERS 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

SPONSORS

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

www.arto.com

Visit @artobrick

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

www.pacificfoodservice.com

The only way to really know how your business is doing, is to know how your staff are doing. Do you know, to the person, how each staff member is doing with service, hospitality, and skill in crafting coffee? This seems like it should be a no brainer but an incredible number of owners simply assume rather than verify and in so doing they end up with problems that could have been avoided as well as missing opportunities that go unrecognized.

Today on Shift Break we will be talking about the need to not only now, but to participate the continual development of people, their skills, and the support of all who take on the work that makes the shop possible.

Related Episodes:

• Taste the Rainbow! : Menu knowledge, tasting, flavor, coffee cupping approach to your offerings
• 406 : Five Ways to Immediately Improve Your Coffee Quality
• 181 : Organizational Self-Knowledge
• SHIFT BREAK: Evil Owners and Lazy Baristas
• 485: Your Shop vs The Industry – How to Free Yourself From Dependency
• 424: Developing Menu and Hospitality Guides
• Good Baristas aren't born, they're Made

CONSULTING + 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

Almost every conversation you see online about coffee focuses on home coffee vs cafe. It is a very interesting and relevant topic in this time of explosive growth where tools, information, and good coffee itself abounds. Another aspect of this conversation though is less discussed and maybe even more relevant, in what ways are cafes themselves positioned to learn from what makes online educators so successful to make their own customers successful in enjoying their coffee. Today's guest is perhaps the best in the space in terms of deepening peoples fascination and enjoyment of coffee globally.

It is always an honor to welcome to the show, James Hoffmann!

James Hoffmann is the co-founder of Square Mile Coffee Roasters, a multi-award-winning coffee roasting company based in East London. He was the 2007 World Barista Champion, having won the UK Barista competition in both 2006 and 2007. He has a YouTube channel with over 2.3 million subscribers, where he makes videos about anything and everything to do with coffee. He is the author of The World Atlas of Coffee (first edition 2014, second edition 2018, third edition 2025) and the Sunday Times bestseller How to Make the Best Coffee at Home (2022).

We discuss:

• The Growing Appetite for Coffee Knowledge
• Shifting Perspectives on Coffee Education
• The Fun Side of Coffee Exploration
• Feedback and Community Engagement
• The Distinction Between Home and Cafe Coffee
• The Role of Hospitality in Coffee Experience
• The State of Coffee Innovation
• The Importance of Thoughtful Decision-Making
• Creating Unique Value in Coffee Content
• Community and Responsibility in Coffee

Links:

https://www.youtube.com/@jameshoffmann

https://www.jameshoffmann.co.uk/

www.theworldatlasofcoffee.com

Related episodes:

• 242 : A Conversation with James Hoffmann

• 404 : Education, Home Brewing, and Launching a Roastery w/ Kyle Rowsell, September Coffee
• 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab
• SHIFT BREAK! What Customers Value and How to Deliver It
• 480: Focus on What Your Customers Love

Insights into the specialty coffee industry and its challenges.

KEY HOLDER COACHING GROUPS!

Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?

Then you need to apply to join Key holder Coaching Groups!

Applications are now open for fall 2025 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS

KEYS TO THE SHOP ALSO OFFERS 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

SPONSORS

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

www.arto.com

Visit @artobrick

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

www.pacificfoodservice.com

The great Danny Meyer said, "Policies are nothing more than guidelines to be broken for the benefit of our guests". I come back to this idea often when trying to balance the tension between the need for structure and boundaries, and the freedom to be flexible in them and sometimes in spite of them. Today on Shift Break we will be talking about when to break the rules you make in your shop, when not to, and why it is critical to delivering on great hospitality to be flexible in how you operate.

Related episodes:

• 414: Secret Ingredients for a Successful Coffee Shop
• 549: The Power of Great Consistent Work Over Time
• The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year

HIRE KTTS 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

Systems are a necessary part of running a great coffee shop, but they do not make the shop great. As much as I talk about systems and structures on this show, the truth is, there are some problems with even the best systems when they are not part of a larger focus. Something that brings it all together.

On this episode we are going to be talking about why cafes are far more than systems, what problems can arise when systems are made the end and not the means, and what you can do in your shop to make sure that you have things in their right order.

Related Episodes:

• 330 : Establishing Systems in Your Coffee Shop
• Empathetic Systems
• Encore Episode : 6 Truths about Power
• Keep Systems Simple!
• 507: How High-Level Systems Help Your Cafe Thrive w/ Preston Lee, The 30% Rule

KEYS TO THE SHOP ALSO OFFERS 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

SPONSORS

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

Sharing is caring!...but when you overshare with your managers it can easily be the opposite. You have a lot on your mind and often not a lot of people to share it with. The closest person is most often the manager or GM and they "get" to hear all about your plans, hopes, crazy ideas etc. Feels good for you, but for them it can be a huge burden that distracts them from their main work.

Today on Shift Break we will be talking about why oversharing is a trap that should be avoided and what your discourse and relationship to your management team should look like to avoid burnout, overwhelm, distraction, and confusion.

• Toxic Vulnerability : Barista care, leadership, vulnerability, thoughtful management, coffee culture, coffee family , professionalism
• SHIFT BREAK: Respecting Your Barista's Professional Boundaries
• 363 : Setting Boundaries in the Coffee Shop w/ Tom Henschel
• SHIFT BREAK: Don't Celebrate Unhealthy Wins
• SHIFT BREAK: Owners, It's OK to Make Mistakes

HIRE KTTS 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

Who you are cannot be what someone else is or is not. What makes you unique and valuable is not born from comparative analysis and cold execution n what you think a "wimning" formula is. Making and keep specialty coffee special is a simple exercise in growing in knowledge, wisdom, and consistent conversation with yourself, your team, your community, and the greater world around you. Trouble is that we often want to skip the meaningful parts, and borrow other peoples identities as our own in hopes of success.

On today's episode we will be talking about what makes the small independent specialty retailer special. Why Starbucks closure of 400 stores is a warning for us to distance ourselves from the false notions of learning good business from big business, and the simple steps and philosophies that lead to sustainable and fulfilling cafe operation.

Related Episodes:

• Excellence In The Things We Hate
• 181 : Organizational Self-Knowledge
• 523: Encore: How We Ruin Specialty Coffee Experience
• The Quality Standards Equation
• How to talk to Customers about Coffee
• SHIFT BREAK! What Customers Value and How to Deliver It
• SHIFT BREAK! Adding Value in the Cafe

KEYS TO THE SHOP ALSO OFFERS 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

SPONSORS

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

I am excited to share with you another set of conversations from Coffee Fest! This time form Los Angeles 2025! We start with a discussion focusing on the growth of trining and education in coffee and baristas skills in underserved communities w/ LaNisa Williams of Barista Life LA LaNisa has been in the coffee industry for a total of 20 yrs but the last 10 yr have been devoted to the specialty coffee industry. She is the owner and founder of Barista Life LA/ Hustlers Cup and Black in Brew. Barista Life LA is a full service brand providing education, private consultations, and events in Los Angeles As a veteran at the forefront of accessible coffee education and culture I believe coffee is for all. She has embraced the passion for becoming a coffee master as a way of creating a more sustainable life for for herself and making opportunities for so many others while pursuing educational opportunities and giving back to my community as well as welcoming newcomers to the coffee industry.

Link:

https://www.instagram.com/baristalifela/?hl=en

Next we get to talk all about effective management and working to serve a team of people as a leader through communication and operational excellence w/ Kat Padlan!

Kat Padlan is the Founder of KapeBayan, a coffee consultancy focused on creating equitable, human-centered café spaces, and currently serves as Operations Manager at Lucky's Coffee Roasters in Southern California.

With over a decade of experience in the specialty coffee and hospitality industry, Kat is passionate about cultivating environments that uplift both guests and teams, especially within marginalized communities. From managing café operations and building educational programming to consulting for emerging coffee businesses, her work centers around accessibility, transparency, and cultural connection. Kat believes inclusivity isn't a trend, but the backbone of a thriving coffee culture and strives to make that a reality in every space she touches.

Link:

https://www.orderluckys.coffee/

https://kapebayan.com/

We then get to chat about working to serve wholesale clients and help ensure their success through training and focus on the right things to make the biggest difference w/ Darrell Baskin!

Darrell Baskin is the Sales Manager & Training Director, for Groundwork Coffee. He has been working in the coffee industry for 14 years. He has held many roles over time including barista, manager, trainer, director, competition judge and most recently sales manager. Darrell is passionate about the sharing of knowledge and support that helps to build a stronger, more inclusive coffee industry for all.

Link:

https://www.groundworkcoffee.com/

Finally we are talking all about taking the journey of learning through competition and business and how to use that experience to deliver real value for your coffee shop customer w/ Seidy Selivanow!

Seidy Selivanow is the co-founder of Kafiex Roasters in Vancouver, Washington, where she combines her passion for coffee, community, and education. A nationally recognized competitor, she placed 7th in the 2025 U.S. Barista Championship and 8th in 2024, bringing creativity and storytelling to the stage through her signature drinks and presentations celebrating her Mexican heritage.

Beyond competition, Seidy is deeply committed to mentorship and education. She has taught classes at Coffee Fest in both English and Spanish, presented in Mexico City at Exploradores de Café, and spoken two years in a row at the Women-Powered Coffee Summit. She also volunteers regularly with Cup of Excellence Mexico and serves on the Raise the Bar Committee, supporting scholarships for the underrepresented people in coffee.

Link:

https://www.kafiex.com/

Related Episodes:

CHECK OUT FUTURE COFFEE FEST SHOWS!

WWW.COFFEEFEST.COM

Yeah sure your staff take the customer's order, give them the change, and direct them to the pick up area, but you want more! Trouble is, even though you have talked about it and told them, you don't see a change. What gives?!

Today on Shift break we will be talking about the often desired, always vaguely communicated, and angst inducing topic of how to get baristas to meaningfully engage your customers. The goal is to help you take this on as a collaborative project, one in which much of the onus rests first on yourself and then the staff.

Related Episodes:

• 527: Thoughts on How to Approach Training and Onboarding
• 018: Hiring, Culture, and the Future of your Shop
• Motivating Staff Through Culture
• 291 : What to do if Your Baristas Wont Listen to You

HIRE KTTS 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