Keys To The Shop : Equipping Coffee Shop Leaders

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

The search for a "superstar" barista seems to never die. It is a desire born from our tendency to attribute success and power to one person in-spite of the evidence around us that pretty obviously points to the opposite. But oh if we just hire a champion, a coffee person, a lightning rod of a personality, then all will be well!

Today on Shift Break we will be talking about why this idea should die a quick and unceremonious death, and in its place we need to build a system of collective accountability to high standards that, unlike the weak and faltering light of the superstar, equips our whole team and allows us to actually shine.

Related episodes:

Bottling Your Best Barista

SHIFT BREAK! With or Without Experience? Hiring the Best Baristas

Icing on the Cake: Competitions vs. the Shop

Curse of the Favorite Barista?

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

Over the years, our collective philosophy and approach to coffee has taken many forms as we learn more about what the industry needs to thrive. We as individuals evolve our thoughts and views of coffee often starting with hubris and a strict puritanical view, then opening up to a wider, simpler, generous, and maybe even humble stance on the various ways coffee can be enjoyed and communicated.

Today we are talking about one such journey with the Founder of Fieldwork Coffee and Director of the World Aeropress Championships, Tim Williams!

Tim Williams is the director of the World AeroPress Championship, and founder of Melbourne's Fieldwork Coffee.

Since the early 2000's, Tim's worked across a range of roles, including Workshop Coffee and Square Mile Coffee Roasters in London, and Intelligentsia Coffee & Tea in Los Angeles.

On the sidelines, Tim's collaborated on a number of coffee initiatives including helping to develop Maison Kitsuné's 'Cafe Kitsuné, launching the Gitesi Project, and as a founding member of Coffee Common.

Today, Tim lives in Melbourne and divides his time between Fieldwork Coffee, the World AeroPress Championship, running a small charity in rural Rwanda, and raising three kids with his partner, Leah.

We talk about:

• Tim's journey into coffee
• The exploding London coffee scene
• The shaping forces of competitions and camaraderie
• Absolutism in coffee culture and its pitfalls.
• Understanding coffee requires recognizing its agricultural nuances.
• Tim emphasizes the importance of hands-on experience in coffee roasting.
• Cupping coffee critically is essential for quality control.
• Tim's philosophical shift from conquering coffee to celebrating its complexities.
• Why specialization allows for deeper expertise in coffee.
• Innovative approaches can streamline coffee release processes.
• Customer expectations are shaped by consistent quality.
• Why critical feedback is s necessary for growth in the coffee industry.
• How the World Areopress Championships champion fundamentals.
• The argument for taste as the most important aspect of coffee.
• Understanding brewing variables enhances coffee quality.
• How nuance in coffee brewing leads to better results.

Links:

www.worldaeropresschamionship.com

@aero.press

@fieldworkcoffee

Related episodes:

• 242 : A Conversation with James Hoffmann
• 448: Founder Friday! Part 1 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor!
• 448: Founder Friday! Part 2 "Switching Gears" | w/ Doug Zell of Intelligentsia and The Meteor!
• 365 : Spilling the Beans on Global Coffee Culture w/ Lani Kingston
• 309 : A Conversation w/ Sarah Allen and Ken Olson of Barista Magazine
• 306 : A Conversation w/ 2004 U.S. Barista Champion, Bronwen Serna!
• 092 : Tony "Tonx" Konecny of Yes Plz : Consumer Accessibility, roasting, 3rd wave, subscription

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

Coffee shops are created through intention and reflect the values and often the personality of first the ones who begin them, and then those who work in them and the community that makes it their regular destination. There is a mix of service and transaction, with various layers of relationship built on trust.

Today on Founder Friday we explore the story of one coffee shop and roastery that does a great job embodying these elements to serve both the locals and tourists with warmth and provide a sustainable and fulfilling vocation for their staff.

Thrilled to welcome to the show, Bow Smith of Rowan Coffee!

Bow Smith is a coffee professional in Asheville, NC with nearly a decade of experience of barista work, roasting, and cafe management. Smith founded Rowan Coffee in 2020 with the goal of building a cafe and roastery grounded in integrity, hospitality, and creativity, while fostering fulfilling and lasting coffee careers.

In this conversation we talk about:

• Bow's Experience as a Coffee Pro and Teaching Coffee
• The Ephemeral Nature of Coffee
• The Collaborative Efforts in Establishing Rowan
• Trust Is Crucial and Leadership in Coffee Shops
• Why Empathy in hiring is crucial for enhancing customer experiences
• Why Consistency in product is important, but experience is equally vital.
• Creating a Unique Cafe Experience
• Resilience in Community After Helene
• Building Culture in Business

Links:

www.rowancoffee.com

Instagram: @rowancoffee

Related and recommended episodes:

• 420: Design Meaningful Roles in the Cafe
• 483: Encore: 6 Essential Qualities of Coffee Shop Leaders
• 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe
• 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference
• 492: How to be The Best Coffee Shop
• SHIFT BREAK! Building Trust Credit

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

We all know that in order for a business to be sustainable, it has to be profitable. We need financial margin in order to deal with the unexpected expenses and events, provide opportunities for others, fund growth as needed, and yes, pay ourselves! But what other kinds of margin are there in the cafe that can be just as important?

Today on Shift Break we will be talking about why you need to maintain margin both in you finances and also with your energy and focus. In order to even begin benefiting from a thriving coffee shop, you and your people need to personally thrive.

Be sure to listen to the episodes linked below...

Related episodes:

• 436: Stop Burn Out! and Make Work Effortless w/ Greg McKeown | Best Selling Author "Effortless"
• 258 : Prioritizing your Mental Health in the New Year w/ Dr. Lara Pence
• 341: How to Think About Success

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

Workflow and bar presence are the necessary foundation on which coffee shines.

Lately I have been doing a lot of cafe design and training work. One of the central themes of training and design is that both the space and the people using it are effective in their role. Once the bar is built, it falls on us to bring it to life with our actions. Having a great bar presence and workflow is not just about efficiency, it is part of the substance of what our businesses are built on and without it, we are frustrated and held back in our ability to receive and give a great experience in the coffee shop.

Today I want to share with you some tips on how you can conduct yourself and train your team to have workflow that works and a presence behind the bar that keeps you in control, confident, and able to communicate to the customer what you intend to communicate, not the desperate and frenetic feeling we tend to broadcast when or shops are busy.

Coffee and coffee people's success both rely on professionals to dial in their tools AND themselves to produce something of worth that grows in demand and sustains the whole.

How we work matters and I hope today's episode helps!

Related episodes:

• 002: Master Your Workflow w/ Ryan Soeder
• 084 : Crushing the Rush : Tips and Best Practices for Busy Times
• 167 : Handing off the Shift : 4 Tips to Avoid Chaos

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 most of you know, Starbucks has once again coopted a traditional drink and introduced it to their menu as a part of their "Back to Starbucks" campaign. The cortado, a 4 oz espresso and milk drink originating in Spain, has been a staple menu item in specialty coffee for decades. Only now it appears on the Starbucks menu as an 8oz drink. Of course we are all bracing for the wave of customers requesting a Starbucks fun-house- mirror version of this drink, much like the macchiato. But there is a whole lot more to discuss than just the bizarro versions of drinks we have to navigate.

Today on Shift Break we will be talking about why this attempt at winning back trust with new drinks and branding efforts is a hollow but very familiar practice not reserved only for corporate giants who have lost their way. We too engage in this activity more than we'd care to admit. Let's go beyond the commiseration and talk about what we can learn from this moment in coffee and use it for the greater good

Related episodes:

• SHIFT BREAK! Should You Up-Charge for Alternative Milks?
• 502: Creating Meaningful Coffee Experiences
• Building Trust-Credit
• 433: Winning Staff and Customer Loyalty

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 2025!

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