Keys To The Shop : Equipping Coffee Shop Leaders

As we continue to see specialty coffee shops grow and expand into the furthest reaches of the globe, one thing remains an enduring value to customers. That feeling of belonging. A sense that the hospitality and the good will of those providing it are genuine makes every cup taste sweet and the memory of the experience even sweeter.

Perhaps no professional in recent years better embodies these values than today's guest, Monique (Mo) Maravilla!

Mo is a Filipino entrepreneur, coffee roaster, educator, traveler, and champion of joyful hospitality.

Her journey began on the guest side of the bar, appreciating the way a single cup could hold identity, story, and connection all at once. Her passion for community and representation led her to open Kindness and Mischief Coffee Roasters in the Highland Park neighborhood of Los Angeles in 2016. Noticing a severe lack of women — and particularly women of color — behind the bar, at the roaster, and at the helm of their own shops, she started learning to roast in 2017 and became the first Filipino woman roaster in Los Angeles. Coffee became her chosen medium to create meaningful connections, experiences, and safe, inclusive spaces for others, especially those in marginalized groups. After 12 years running K+M, Mo created Studio Tigre to continue to challenge what the coffee world looks and feels like, and who gets to lead it. Inspired by her Filipino heritage and the symbolism of the tiger, she built a brand that is boldly designed, radically anti-gatekeeping, and rooted in community. Her mission: help people feel confident, capable, and celebrated in the spaces where craft and culture meet — because when you're not offered a seat at the table, you build your own.

We discuss:

• Going from audiovisual engineering to coffee entrepreneurship
• The importance of community and authentic relationships in business
• Designing coffee spaces for joy, warmth, and connection
• Lessons learned from running Kindness and Mischief after 12 years
• The role of boundaries and self-awareness in in being an owner
• Studio Tigre as a creative extension and omakase coffee experience
• The journey of learning roasting and sharing knowledge
• Balancing passion, business growth, and personal well-being

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

[email protected]

of book a free call now:

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

Related episodes:

• 484: Demystifying Mentorship w/ Dr. Ruth Gotian, Author of "The Financial Times guide to Mentorship""
• 003: The Role of Mentorship in Specialty Coffee w/ Pete Licata
• 580: Four Cafe Leadership Mindsets to Adopt in the New Year
• 437 : The New Age of the Barista: Mindsets + Habits for Success
• 253 : Mindsets that Sabotage Success

SPONSORS!

"Your Brand Cafe" for all your Cups, Sleeves printing and much more!

The worlds best plant based beverages! The Barista Series!

Every Coffee Fest we sit down with presenters and speakers to talk about their field of expertise and learn from their experience in coffee.

This time we had a wonderful time talking with three professionals at Coffee Fest Chicago! We start with Lan Ho, Founder of Fat Miilk Vietnamese coffee bar in Chicago!

Lan Ho is the founder and CEO of Fat Miilk, a Chicago-based Vietnamese coffee company redefining the role of Robusta in modern coffee. Through a platform spanning direct sourcing, roasting, retail cafés, and consumer packaged goods, she is building a brand that connects origin to everyday ritual.

With a background in pharmacy, Lan brings a systems-driven mindset to an industry often led by tradition. She left a six-figure healthcare career to pursue entrepreneurship and has since been featured on CNBC and appeared on Gordon Ramsay's Food Stars. Fat Miilk opened its first Chicago storefront in 2024, with a second location in Naperville set to open this summer.

Deeply interested in consumer psychology, Lan approaches coffee through the lens of lifestyle, how people drink, feel, and connect through daily habits. She is a leading voice in advancing Robusta's place in the global coffee conversation.

Links:

https://fatmiilk.com/

http://instagram.com/fatmiilk/

Next we are talking about approachable and joyful coffee training and eduction with Miranda Haney of Barista Friend!

Miranda Haney is a coffee educator and consultant based in Austin, TX. She is the founder of Barista Friend, a mobile barista training service for home and professional baristas.

Hailing from a long line of teachers, Miranda is especially passionate about delivering information in a way that's engaging and easy to understand. She's a permanent fixture at the local latte art competitions, a two-time U.S. Barista Championships national competitor, runner-up in the 2024 Barista League, Denver, and currently serves as vice president of the Austin Coffee Collective. Most recently, she was a 2025 Coffee Sustainability Fellow with The Chain Collaborative.

Links:

https://www.instagram.com/baristafriend/

https://baristafriend.substack.com/

Finally we talk with Asia Vo of Loba Pastry and Coffee

Asia Vo is a Chicago-based artist devoted to curating intentional food and beverage experiences. In her present role as the Beverage Director of Loba Pastry, Vo honors craftsmanship through her continual pursuit of authentic creation and curiosity.

Links:

https://www.lobapastry.com/

https://www.instagram.com/asia__vo/

Go check out Coffee Fest Trade Shows Today!

www.coffeefest.com

Leading and managing are only as effective as your knowledge and understanding of the who, what, and why of your cafe. Sadly many people with the title of manager or in positions of leadership are going day-to-day putting out fires, chasing down tasks, but never getting ahead in developing and supporting their staff in meaningful ways.

Today on Shift Break we will be talking about some practical tools to start using in your leadership practice right away and how to think about the position you hold so you are able to grow yourself and grow others.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live webinar Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Sign up for 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]

OR... book a free call now to talk about working together

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

Related episodes:

How we think determines how we act. This is especially true when it comes to pressurized situations like the kind that we find in a busy coffee shop environment. We talk a lot about leader, ship, tactics, and principles, and aspire to be better leaders, but if we don't fix our thinking, our actions will not be effective in our efforts will fall flat.

On today's episode we will be discussing for major mind set shif that every coffee shop leader needs to make in order to properly serve the people they work with and for.

We cover:

• Teaching vs informing
• Working with vs dealing with
• Preemptive vs reactionary
• Effective vs impressive

Sign up for the leadership and management webinar below!

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

[email protected]

of book a free call now:

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

Related episodes:

• 484: Demystifying Mentorship w/ Dr. Ruth Gotian, Author of "The Financial Times guide to Mentorship""
• 003: The Role of Mentorship in Specialty Coffee w/ Pete Licata
• 580: Four Cafe Leadership Mindsets to Adopt in the New Year
• 437 : The New Age of the Barista: Mindsets + Habits for Success
• 253 : Mindsets that Sabotage Success

SPONSORS!

"Your Brand Cafe" for all your Cups, Sleeves printing and much more!

The worlds best plant based beverages! The Barista Series!

It's Founder Friday and I am so pleased to finally welcome the one an only Tim Wendelboe!

Tim Wendelboe runs his own roastery and espresso bar in Oslo, Norway where he imports, roast and serve high quality coffees.

Apart from winning 8 Nordic Roaster Competitions with his team, he was the 2004 World Barista Champion and the 2005 World Cup Tasting Champion and has also published several books on coffee. Tim spends a lot of time working together with the producers he buys coffee from in order to improve the quality of their coffees. He is also working on his own coffee farm, Finca el Suelo, in Colombia where he uses his knowledge in soil biology to grow coffee free from pesticides and mineral fertilizers.

This was a great time talking about a wide range of subjects all related to pursuing excellence in operations, trade, leadership, and craft.

In todays discussion we cover:

• Tim Wendelboe's coffee journey from 1998 to today
• Importance of systems and standards in coffee shops
• Competitive Coffee and Professional Growth
• Long-term relationships with coffee farmers and sustainability
• Roasting techniques and the shift to lighter roasts
• Staff training, retention, and creating a team-oriented culture
• Standards, Leadership, and Human-Centered Management
• Building Systems for Quality and Consistency
• The role of customer service and authenticity in coffee
• Future challenges in coffee quality and climate change
• Partnerships with Farmers and Sustainability Initiatives
• The importance of organizational knowledge and leadership
• The Future of Coffee and Customer Engagement

Links:

https://timwendelboe.no

https://www.instagram.com/timwendelboe/

Tim Wendelboe on YouTube

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

[email protected]

of book a free call now:

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

Related episodes:

• 252 : Founder Friday w/ Klaus Thompson of the Coffee Collective, Denmark
• 320 Founder Friday! w/ Francesco Sanapo of Ditta Artigianale, Florence, Italy
• 273 : Founder Friday w/ Anne Lunnel and Charles Nystrand of Koppi Coffee Roasters, Helsingborg, Sweden
• SHIFT BREAK! The New Classic Cafe: An Era of Understated Excellence
• 505: Maintaining Excellence in the Everyday Work of Coffee Shops w/ Maxwell Colonna-Dashwood

Seemingly in balance to our episode with Kwame Christian on big swings, we need to talk about small starts!

Making decisions about size, scope, and scale of our cafes can set us up for success or it can set us up for disappointment. I see this play out time and time again where people over commit to something and bite of more than they can chew. This leads to al sorts of downstream issues. Today on Shift Break we will be talking about the mentality of starting small in all aspects of your business and why it makes all the difference for the sustainability of what you create.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% when you bundle the last two in our series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Sign up for 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]

OR... book a free call now to talk about working together

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

Related episodes:

• 443: Keep Your Communication Simple! w/ Author Ben Guttmann
• Keep Systems Simple!
• SHIFT BREAK! The Best Strategy is Simplicity

Summer Webinar Series from Keys to the Shop®! Congratulations! You hired the right people! Now comes one of the most critical parts of the relationship between employee and employer, raining and onboarding. All too often we rush this process and engage in "trial by fire" training, we give people big manuals and handbooks and simply tell them "read this". How's that working for ya? I can tell you from working for 27 years in coffee and personally coaching over 85 cafes, this is common and this does not cut it. In this 2nd in the 3part webinar series, we are going to dive deep into the what, why, and how of setting up an effective training and onboarding system that will actually produce competence, confidence, and growth for both you and your staff. Your customers benefit by receiving better service, hospitality, and quality from a staff that is truly empowered. Date: July 30, 2026 | Time: 11:00 AM EST You will walk away with: 🔑 A time tested framework for training and onboarding 🔑 The ability to manage your time so you can plan for good training 🔑 Instructions on how to prepare yourself and the trainee 🔑 The knowledge of pitfalls to avoid 🔑 Confidence for accountability and management 🔑 Tools to help you begin to track performance 🔑 Insights from the live Q+A Excellence is not accidental and does not happen because of wishing it was so. It happens when we plan, train, and coach our staff through a system designed to deliver it every time. 👏Registration opens next week so stay tuned! 🔥You can purchase all 3 for a 20% discount. 🔑 Comment "keys" to be first in line for registration.

CLICK HERE TO REGISTER!

Sign up for 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]

OR... book a free call now to talk about working together

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

There is wisdom in taking well considered steps in your life and business. The trouble is that sometimes, when the best move is a big one, we can write it off as unwise or reckless. How can we overcome what holds us back from making the right big moves?

Well I am pleased to welcome back to the show someone who has lived out and navigated this problem. My friend and world renowned expert in communication and negotiation, Kwame Christian!

Kwame Christian, Director of the American Negotiation Institute. He is the author of two bestselling books: Finding Confidence in Conflict and How to Have Difficult Conversations About Race

He is a highly sought after keynote speaker and was a recent featured guest on the Mel Robbins Podcast.

Kwame is dedicated to empowering others and has helped countless individuals overcome the fear, anxiety, and emotion often associated with difficult conversations through a branded framework called Compassionate Curiosity.

As an attorney and mediator with a Bachelors of Arts in Psychology, a Master of Public Policy, and a Juris Doctorate (Law Degree), Kwame brings a unique multidisciplinary approach to making difficult conversations easier.

We discuss:

• Big swings mentality and its impact on success
• The role of identity in behavior change
• Overcoming fear and limiting beliefs
• Practical strategies for habit formation
• The concept of strategic luck and positioning
• The importance of honesty and self-awareness
• Playing small is often rooted in limiting beliefs and fear.
• Adopting an identity-based approach can accelerate behavior change.
• Small, consistent actions lead to big ripple effects over time.
• Practicing identity shifts through experiments and reminders is effective.
• Embracing uncertainty and adaptability is crucial in a changing world.

Links:

www.kwamechristian.com

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

[email protected]

of book a free call now:

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

Related episodes:

• 222 : How to have Difficult Conversations about Race and Justice w/ Kwame Christian
• 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity
• 496: Hard Decisions and High Standards
• 184 : Making Great Business Decisions w/ Dave Stachowiak

I had a conversation with a successful cafe and roastery client recently. We talked about delegation and what was standing in the way of them giving tasks and authority to others. It came out that they were worried about relinquishing control and that they want things to be perfect. Of course this owner is in good company, we all have this feeling that ultimately holds things back.

Today on Shift Break we will be talking about how we can not just let go of the limiting beliefs preventing us from empowering others, but how we can reframe how we talk to ourselves about giving up control so our people, and out business can grow more fully into what it needs to be.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% when you bundle the last two in our series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Sign up for 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]

OR... book a free call now to talk about working together

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

Related episodes:

• 528 : Growing Yourself and Your Cafe Through Delegation
• SHIFT BREAK: The Delegation Dip
• 267 : The Power of Delegation
• SHIFT BREAK! Holding Baristas (and Yourself!) Accountable

Boardgames and coffee! The two were meant for one another. Gathering around a table to share an experience with your friends and family is core to how community happens.

In the last decade we have seen an explosion of gaming and coffee cafes meeting a need for connection over shared dice, boards, cards and cups.

Todays guest has been a pillar in this community for over 7 years and brings an incredible depth of knowledge and skill in hospitality, leadership, and culinary to the gaming table.

We are talking with Kevin Kerkhof of Hitherto Coffee and Gaming Parlour in Greenfield, IN!

Kevin J. Kerkhof is an entrepreneur, hospitality executive, educator, and culinary professional with more than 30 years of experience in foodservice, specialty coffee, retail operations, business development, and hospitality management. Throughout his career, he has built a reputation for combining operational excellence with a passion for culinary innovation, hospitality, team development, and creating exceptional guest experiences.

Since 2019, Kevin has served as the Founder, Principal Owner, and General Manager of Hitherto Coffee & Gaming Parlour in Greenfield, Indiana. Under his leadership, Hitherto has grown into a unique community-focused destination that blends specialty coffee, food service, tabletop gaming, retail, and events.

Prior to founding Hitherto, Kevin served as the Founding Chef and General Manager of Greyhouse Coffee & Supply Co. in West Lafayette, Indiana. During his tenure, he helped shape the organization's culinary and operational vision while providing leadership and oversight for hundreds of employees throughout the years. He played a key role in concept development, menu creation, facility design, budgeting, organizational leadership, and operational growth.

Kevin earned a Bachelor of Science in Hospitality and Tourism Management from Purdue University and an Associate of Applied Science in Culinary Arts from Johnson & Wales University.

He has worked with and supported organizations including McDonald's, Whole Foods Market, Ecolab, Tyson Foods, Purdue University, the Culinary Institute of America, and the Specialty Coffee Association.

In our conversation about his career and boardgame cafe concept we discuss:

• Journey into Hospitality and Culinary Arts
• The Influence of Agriculture on Culinary Pursuits
• Transitioning to Coffee and Greyhouse
• Leadership Lessons from Greyhouse
• The Evolution and Financial Challenges Starting Hitherto
• Navigating the SBA Loan Process
• The Concept of a Board Game Cafe
• Creating a Unique Customer Experience
• Selecting Games for the Community
• Staffing for a Dual Concept Cafe
• Managing a Board Game Cafe
• Event planning and managing game and coffee events
• Advice for Aspiring Cafe Owners

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency.

In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations.

Each webinar includes:

• Live instruction and Q&A
• PDF workbook
• One hour of virtual consulting for each live attendee
• Lifetime access to the recording

Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series.

REGISTER NOW FOR THE SUMMER WEBINAR SERIES!

[email protected]

of book a free call now:

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

Related episodes:

• 609: Lessons On Running a True Community Space w/ Blew Kind of D'griot Cafe | Philadelphia, PA
• 230 : Making room for Community in your Shop
• The Power of Questions and Connecting with Community
• SHIFT BREAK! How to Have Healthy Communication Between your Cafe's Departments
• 225: Encore Founder Friday! Dorian Bolden of Beyu Caffe, Durham, NC