Keys To The Shop : Equipping Coffee Shop Leaders

"Customers are already dialed in." This is one of my favorite quotes from the interview I had with today's guest. The industry has largely been focused on educating customers about coffee but not very good about educating themselves about the customer, and even less concerned about meeting people where they are or even celebrating their tastes. How can we approach the regular people that make up most of our customer base in a way that edifies instead of discourages? That's what Matthew Bryce of Seven Sleepers Coffee Labs is here to talk about! Matthew Bryce is a results-driven leader with over a decade of experience enhancing customer service, retail and food service operations. A specialist in elevating customer experiences, optimizing processes, and driving measurable improvements in sales, team productivity and quality of engagement. With his extensive industry experience and people-first communal focus, his company Seven Sleepers Coffee Labs has been able to excite people about coffee through experiences and conversation. I am grateful for this discussion and hope you all are encouraged to take action on the insights Matthew shares. Link: https://www.instagram.com/sscoffeelabs/ Related Episodes:

• 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab
• 216 : Helping your Customers Brew at Home w/ Brian Beyke , I Brew my own Coffee Podcast
• 432 : How to Win in Specialty Retail Coffee
• Sustainability Series #4 : Consumer
• 360: Encore Episode! Hosting Consumer Coffee Classes: 7 Tips for Success

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

Being a manager in a coffee shop is not just about extra administrative tasks, its about leading and guiding people well through the work of the cafe. Many managers in bars around the world are kept buried in tasks and don't have a clear view of the landscape in front of them. This leads to avoiding essential conversations and a lack of growth in both the manager and the staff.

Today on Shift Break we will be talking about a great tool developed by Bruce Tulgan in his book "It's OK to be the Boss" called "The Manager's Landscape". I will go through the framework and show how you can utilize it to know how to effectively lead and manage the people you have best tasked with serving.

It only takes a moment to get this started so I would encourage you to take action after this episode and start applying these principles today!

Related episodes:

• 435 : Encore! It's OK to be the Boss, w/ Bruce Tulgan
• 378: 5 Areas to Develop in Managers
• 181 : Organizational Self-Knowledge
• 483: Encore: 6 Essential Qualities of Coffee Shop Leaders

KEYS TO THE SHOP®

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

Coffee shops are dynamic places that require a ton of focus on what seems like an endless sea of urgent things. Some are actually more important than others and learning what they are and training yourself and your staff to focus on and cultivate them from the start can help set the next years of your businesses life up for healthy operation and growth.

Today we are going to explore what areas you need to be focused on int he first year in order to make best use of your time. Areas that, if given serious investment, will make everything else work together.

This is not just for new businesses though. If you have been open a while and want to recalibrate, simplify, focus, and refine, this one is for you too.

Related Episodes:

• 317 : Encore Episode: Death by Comparison
• 436: Stop Burn Out! and Make Work Effortless w/ Greg McKeown | Best Selling Author "Effortless"
• 269 : What to Focus on after you Launch
• 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown
• 432 : How to Win in Specialty Retail Coffee
• 173 : 5 Areas of Focus for Retailers

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

Once we get a little bit of authority as a trainer, manager, or leader in the coffee shop we tend to dream about and focus on all the things we want to change. Unfortunately the projects that we know will improve things often do not get the reception we want from the boss and we feel dejected and frustrated.

Today on Shift Break we will be talking about the need to have patience and to prioritize the right work and projects in order to gain trust so the good things you want to do in the future are better received.

Related episodes:

SHIFT BREAK: Setting Staff Up For Success

SHIFT BREAK: Making Minimum Viable Changes

SHIFT BREAK: Managers, You Don't Need To Do It All

Flexibility for Owners and Managers

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

We are back with anew round of show floor interviews from Coffee Fest! This time we were in NYC at the Keys to the Shop booth and got four wonderful presenters and experts to chat about training, entrepreneurship, and trademarking law!

First up to talk about effective barista training strategies we have our friend Antoine Franklin!

Antoine Franklin (better known as "Twizz") born and raised in Cleveland, OH has 19 years of experience working in the coffee industry. Having many different job titles from barista to operations partner, to wholesale manager, LAWCO judging panel he's got a ton of experience and knowledge doing almost everything in the industry.

Instagram: @Twizz_3seas

Next we are chatting about training across multiple cafes with Mo Hashmi!

Mo Hashmi works at Hidden Grounds Coffee as their Director of Coffee & Education. Since beginning his career in coffee, Mo has trained countless baristas in advanced coffee brewing techniques across New Jersey and New York. Currently Mo leads the roasting operation of Hidden Grounds Coffee and is in charge of sourcing, profiling, and quality control. In 2023, Mo received his SCA Roasting certification.

https://www.instagram.com/momakescoffee/

https://thehiddengrounds.com/

Now we get to dive into the history and lessons learned from one of the founders of famed NYC coffee company, Cafe Grumpy!

Caroline Bell is the Co-Founder and CEO of Café Grumpy, a specialty coffee company founded in Greenpoint, Brooklyn, in 2005. A Certified Q Grader and PCQI, Caroline leads the green coffee buying and fosters relationships with coffee producers, with a focus on Central America. Since its launch, Café Grumpy has expanded to 11 locations across New York City, Miami, and New Jersey. Passionate about quality, sustainability, and community, Caroline is dedicated to building a supportive team and fostering a positive work environment. Through her continued work, she is helping to shape the specialty coffee industry—one cup at a time.

https://cafegrumpy.com/

https://www.instagram.com/cafegrumpy

Lastly we get into the land of trademarks and the legal protections your brand needs with Maria Sinatra!

Maria Sinatra focuses her practice on offensive and defensive Lanham Act and Copyright Act litigation in federal courts throughout the country. Maria has experience with disputes involving anti-counterfeiting actions, trademark and trade dress infringement actions, trademark dilution claims, false advertising issues, and copyright infringement litigation. She regularly advises clients on brand management issues, including how to secure, protect, and police trademark rights.

Reach out to and follow Maria on Linkedin:

https://www.linkedin.com/in/maria-sinatra-86b851163/

All these interviews took place at Coffee Fest and you should a trade sho you should seriously consider attending!

www.coffeefest.com

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

Maintaining the functionality of your equipment is one of the main tasks involved in running a shop. You yourself may wan to be trained in machine tech, you may want to hire a teach or tech company to service your cafe's equipment, or you might want to raise up an internal technician.

Today on the show we are goping to talk about training technicians and how to coffee techs and owners alike should approach the relationship that helps keeping things working the way they should.

To do this I am talking with one of the best educators in the world of coffee technician training, Brady Butler of Trail Blaze Coffee Academy!

Brady Butler is an Authorized SCA Trainer who has been leading barista, brewing, and coffee technician training classes since 2009. Over his coffee career, Brady has also worked as a barista, a coffee equipment technician, and in wholesale customer support. He was co-lead for the SCA's Brewing Content Creator Group, a Lead Author for the Coffee Technicians Program, and a member of the Service Layer Education Committee. He currently owns Trail Blaze Coffee Academy, an independent training company based in Charlotte, NC.

We learn about:

• Brady Butler has a background in engineering and coffee tech.
• Why understanding the function of coffee equipment is crucial for technicians.
• Training should focus on understanding systems rather than memorizing components.
• Building relationships with technicians is essential for cafe success.
• How you should see mistakes in training environments as opportunities for learning.
• Explaining his role in the Coffee Technicians Program and its aim to provide a global standard for technician training.
• Preventive maintenance
• Understanding water treatment is essential for coffee quality.
• Why Brady thinks techs should have foundational barista training.
• How techs can help stabilize the churn in the coffee industry.
• Techs as trainers themselves: Why simplifying complex topics for clients is important.
• Advice for in-house techs: in-house tech services require careful planning and resources.
• Contextualizing recommendations based on coffee types is vital.
• Why an eyes wide open approach is necessary for tech decisions.

Links:

VISIT THE TRAIL BLAZE WEBSITE! https://trailblazecoffee.com/courses/

Related Episodes:

• 446: Building a People-First Coffee Tech Culture w/ Jason "Double J" Johnson, Black Rabbit Service Co.
• 445: Evolution of the Machine-Barista Relationship w/ Ryan Willbur of Synesso Coffee Systems
• 312 : How to Choose the Right Machine for Your Shop w/ Chad little of La Marzocco
• 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph

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

There are an incredible number of tasks associated with running a coffee roastery. The busy work of keeping things going often gets in the way of working on the main areas that will actually move the needle and build a successful operation.

Today's guest comes to us with a lot of experience working in roasteries and consulting operators in the areas that he has identified as "The Core 7" essential areas of roastery operations. I fact, he has written a whol book about it!

Today on this 34th episode of Rate of Rise, brought to you by our friends at Mill City Roasters, we are talking with Luke Waite of Pomelo Coffee Consulting!

Luke Waite is the founder and principal consultant of Pomelo Coffee Consulting and the creator of the Core 7, a framework designed to help coffee roasters achieve lasting success. His background includes transforming struggling cafés, cold brew companies, and coffee roasters into efficient, profitable, and sustainable businesses. In 2024, he launched Junto, a peer-driven coaching group for roastery owners that fosters growth through camaraderie, feedback, and accountability. Luke is a seasoned public speaker, regularly presenting at the Specialty Coffee Expo, regional coffee festivals, and to groups of international coffee professionals. He also serves on the management committee for the Coffee Writers Guild, advocating for writers' ethics and journalistic integrity in coffee writing. His book on the Core 7, offers a practical guide to help roastery owners effectively manage their businesses. Endorsed by industry veterans, the book is set for a summer 2025 release and is available for pre-order!

Links:

https://www.pomelocoffeeconsulting.com/

Related episodes:

• 416 : People-First Principles for Growing Your Shop w/ Mike McFall of Biggby Coffee
• 361: Managing Roastery Relationships and Logistics w/ Corey Turner of Andytown Coffee Roasters
• 328 : Relationships and Resiliency w/ Xavier Alexander of Metric Coffee

Our Sponsor for Rate of Rise!

www.millcityroasters.com

When you onboard baristas, the work is just beginning. Part of the privilege of leadership is to provide ongoing coaching and training to all staff. This creates the kind of quality and excellence we want customers to experience and the kind of ongoing education you give to staff will determine if they are well equipped to serve.

Today on Shift Break we will be talking about the two kinds of ongoing training and education and why having the proper order and emphasis on each is critical.

Related episodes:

536: What It Means to Set Up Staff For Success

SHIFT BREAK! The Necessary Death of the Superstar Barista

SHIFT BREAK! How Not To Be a Jerk When Training Baristas

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

The world of cafe management is full of great ideas that, if applied well, would indeed change things for the better. The idea around leader ship role being primarily about "setting people up for success" is one of those principles. The trouble is it often stops with just the idea and is not as often applied in a tangible way.

Today we are going to explore what it really means to set your staff up for success in the daily operations of the café in a way that is helpful for the business, customer service, and the barista themselves.

Related Episodes:

• 437 : The New Age of the Barista: Mindsets + Habits for Success
• 244 : Top 10 Ways to Lose Employees
• 248 : The 5 Elements of Resourcing your Team

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

Simplicity, focus, community, and legacy. These are some words that I feel apply to the steady and excellent service of Hyperion Espresso these last 30 years of operation. When you can measure your business in decades and look back with pride and a full heart, you now you have crafted something lasting and valuable. Today we are going to explore the story of Hyperion Espresso in Fredricksburg, VA w/ co-founder Ana Brugos

Born in Madrid, Spain Ana got a degree in Advertising at Universidad Complutense. Moved to Seattle, WA to study art in 1992. She met Dan Peterson and, with his friend Steve Sollien, decided to move to Fredericksburg, VA to open a coffee shop, Hyperion Espresso, in 1994.

Dan and Ana married that fall. After 5 years, Steve moved west while Dan and Ana continued and grew with the business.

Over the years they expanded the seating and serving area, tried a satellite location that didn't work, increased revenue as the area developed. In the last 20 years they were able to detach somewhat from the business thanks to GM, Amanda Jones. In 2024, after successfully overcoming set backs like lack of employees and economic downturns, particularly COVID 19, they sold Hyperion Espresso to Jack Scholl owner of Roadmap Coffee.

I am thrilled to get to look back in time with Ana and Amanda and learn what great things can be accomplished when you have clear focus and a simple goal to serve you community well!

We discuss:

• How Hyperion was born
• Cultural Influences on Coffee
• Community Building and Customer Engagement
• Transitioning Roles and Responsibilities
• Core Values and Business Ethos
• Navigating Industry Trends and Changes
• Creating a Unique Customer Experience
• Focusing on Core Offerings
• Building a Strong Team Culture
• Navigating Employee Dynamics
• Sustaining Passion and Community Engagement

Links:

www.hyperionespresso.com

Related episodes:

• 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters
• 320 Founder Friday! w/ Francesco Sanapo of Ditta Artigianale, Florence, Italy
• 081 : Founder Friday w/ David Schomer of Espresso Vivace
• 205 : Inside Caffe Florian, the World's Oldest Coffee Shop ! | Venice, Italy

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