Keys To The Shop : Equipping Coffee Shop Leaders

We talk a lot about engaging our customers and spend time, money, and effort to try to capture their attention in a crowded market. With so many things competing for their attention, what can a coffee shop do to keep their customers excited and loyal? Today on Shift Break we will be talking about ways that you can keep your customers excited and engaged without losing sleep or your identity in the process!

KEYS TO THE SHOP® 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

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

Related Episodes:

• 591: The Problem w/ Focusing On The Numbers vs The Guest Experience

• 525: Encore: Focusing on What is Essential w/ Greg McKeown
• SHIFT BREAK: Focusing on the Whole, Not the Part

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

Quitting a job is a normal part of any career. Problem is that sometimes we don't know when to quit and hang on too long to ours and even the cafe's detriment. When should you as a staff member quit? What does positive quitting look like? What does recognizing and quitting a bad situation look like?

Today on the show we will talk about some of the things to look out for in a coffee shop and in setting goals for your career, that will allow you to make that sometimes necessary decision to quit and move on. We will also talk to owners about what they can do to make sure that if a staff member does quit, it is not because of negative reasons, but because of life events, opportunities, and pragmatic career decisions.

Today we discuss:

• Toxic bosses and bad situations
• Values misfit
• Checking yourself first, then evaluating
• What normal hardship and challenges are and why you should not quit because of them.
• Quitting do to positive reasons and why it is a good thing
• What baristas can do to chose better cafes
• What owners can do to build better cafes and be better leaders

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

Related episodes:

• On "Quiet Quitting"
• 291 : What to do if Your Baristas Wont Listen to You
• 355: Baristas! 6 Essential Qualities to Get Yourself Hired
• 570: Myths Baristas Believe Part 1
• 556: Myths Coffee Shop Owners Believe Part 1
• SHIFT BREAK: Managers, You Don't Need To Do It All
• SHIFT BREAK: Don't Give Up
• Hard Work is Hard

Knowledge about coffee is one thing, but wisdom and true expertise? Well, that is quite another. While knowledge is widely and cheaply available and true wisdom and expertise that makes a business effective is only attained after living and experiencing the realities of the coffee industry over time. The difference is important because it means the difference between effective operations and solutions and just guessing. Coffee and coffee people deserve better. Today we are talking with a man who has lived enough coffee experiences for a few lifetimes and applies his hard earned insights to clients globally. I am honored to be talking with the one and only John Gordon of Silverback Coffee Solutions! John Gordon is an industry-leading coffee professional with almost three decades of experience spanning every facet of the global specialty coffee sector. He currently serves as the Director of Silverback Coffee Solutions, providing comprehensive coffee business consulting, project management, equipment design and development, roastery technical services and roaster training. A distinguished competitor and coach, John is a three-time UK Barista Champion (2010, 2011, 2013) and 2009 UK Latte Art Champion and the 2018 New Zealand Barista Champion. He has reached the finals of the World Championships multiple times ( 2009 WLAC 6th, 2011 WBC 6th, 2013 WBC 10th, 2018 WBC 6th ) and has coached highly successful competitors, including 2015 World Barista Champion Sasa Sestic and 2019 New Zealand Champion Dove Chen. Beyond the competition stage, John brings extensive technical expertise as a roaster technician and research and development specialist. His background includes serving as Production & Innovation Manager at Coca-Cola Amatil NZ and Operations Manager at Square Mile Coffee Roasters in London. He has held significant R&D consulting roles for major equipment manufacturers, including Sanremo Coffee Machines and Heylo/Carimali, where he managed engineering teams, directed 3D and mechanical design, built prototypes, and implemented Lean manufacturing principles. With a unique blend of high-level coffee experience, architectural and mechanical 3D design skills, and deep knowledge of roastery operations from green bean importing to production equipment installation, John continues to shape the future of coffee equipment and roastery workflows worldwide. Today we discuss:

• How Johns Curiosity and Technical Exploration Shaped His Career
• Innovations in Coffee Technology over the Years
• The Importance of Technical Knowledge
• John's Take on Balancing Taste and Technology
• Why We Should be Building Institutional Knowledge in Coffee
• Understanding Roaster Maintenance and Operations
• Enhancing Roastery Efficiency through Lean Practices
• How John Uses Time and Motion Studies for Improvement
• John Reflects of the Future of Coffee Roasting and Industry Trends

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

Related episodes:

• RoR # 22 : Master Insights on Roaster Maintenance and Care w/ Doug Graf, Vintage Coffee
• RoR Live! #9 : Roasting Innovation and Consistency w/ Scott Rao
• 478: Building Efficiencies Into Your Roastery w/ Scott Stouffer of Probat Coffee

Leaders have authority to make decisions, guide, delegate, affirm, coach, and grow the business and those they serve. The presence of a leader is only a benefit when that leader sees their authority as a tool for serving others and embraces a planned approach to using their presnce in the areas of the company that need it the most Today on Shift Break we will be talking about the practical ways you should be distributing your energy, attention, time, and presence in the cafe to serve the most people with the role you have been given.

Owners, this is a critical conversation to help you plan for both your own, and your management staff's presence and weekly work.

KEYS TO THE SHOP® 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

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

Related Episodes:

• 583: Unifying Teams Across Multiple Cafes
• 582: Maximizing Existing Opportunities in Your Cafe
• SHIFT BREAK! How to Have Healthy Communication Between your Cafe's Departments
• 520: Tips For Great Workflow and Bar Presence
• 4 Steps to Investing in Affirmation

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

Leadership and management are things we talk a lot about, but what does it take to actually make them a real process in the cafe? Most of what is in a job description is either unreasonable and poorly though through, or it is good but there is no real commitment from owners to see that it takes place. Today on Shift Break we will be talking about how we can we make it more than an aspiration and take action to give clarity and apply, and support others we delegate into leadership.

KEYS TO THE SHOP® 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

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

Related Episodes:

• SHIFT BREAK! Don't Overwhelm Your Managers
• How Should Managers be Appraising Staff?
• 141 : The 27 Challenges Managers Face w/ Bruce Tulgan
• SHIFT BREAK! How Does Your Staff Know They Are Doing a Good Job?

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

Employee turnover in specialty coffee shops is the most talked about and difficult issue deal with, it has been for a long time. There are many causes for high turnover and sadly owners and managers frequently try to lower turnover with methods that are not effective. This is mostly because the cause specific to your shop has not yet been identified.

On today's episode we are going to explore seven different reasons why you might be experiencing high turnover and what you can do to address each of those areas.

It's important that we are very curious and pursue understanding about the root causes of issues that come up in our coffee shops because a good solution applied to the wrong problem will not prove effective. It's my hope that this episode helps you get a handle on turnover in the café and is another step toward you. building a coffee shop that Has a thriving people first culture than keeps the best people on as long as possible

We discuss:

• Pay
• Culture Issues
• Clarity
• Progressing
• Leadership
• Normal Life
• Business limitations

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

Related episodes:

• 244 : Top 10 Ways to Lose Employees
• 179 : What you MUST Know About Employee Culture w/ Stan Slap
• 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe
• Bridging the Values -Actions Gap

Creating an excellent cafe experience is a work of commitment and dedication to caring for both the staff and the community that you serve. The coffee shop functions as a cornerstone of a healthy social structure in any city and advocating for it needs to sometimes go beyond the operations of the shop itself but extend into action taken to change the civil environment a cafe operates in.

Today I am very pleased to welcome to the show, Co-Founder of Kaffeine in London, UK, Peter Dore-Smith

Kaffeine is an award winning coffee shop business with 2 locations in London, UK whose stated aim is to be the one of the best coffee shops in the UK through tireless attention to every detail in quality and service. Peter Dore-Smith (originally from Melbourne) has been owner operator of the Kaffeine since its founding it in 2009. It stands today as a foundational cafe in the London coffee scene being one of the first to introduce customers to Aussie style coffee.

Today with two stores, Kaffiene is focused more than ever on the constant pursuit of excellence in the details and especially on making the work of the bar and the experience customers have, something transformative and beneficial to each persons life.

Recently Peter has been active in campaigning to lower VAT in the UK as the tax rate in harming coffee shops, pubs, and other shops similar.

This is the activism born from a desire to create better conditions to sustain the great difference coffee shops make in communities.

We cover:

• The Genesis of Caffeine and Coffee Culture
• Planning and Opening Caffeine
• Challenges in the Early Days
• Systems and Processes for Success
• Maintaining Quality and Brand Identity
• The Importance of Attention to Detail
• Navigating Trends and Staying Relevant
• Challenges Facing Small Coffee Businesses
• Grassroots Advocacy for Coffee Shops
• The Business of Coffee: Balancing Passion and Profit

Links:

Change.Org Petition to Lower VAT

https://www.instagram.com/indycoffeeguide/

Kaffeine on IG: @kaffeinelondon

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

Related episodes:

• The Power of Questions and Connecting with Community
• 352: Music, Culture, and Coffee w/ Hip Hop Artist, Propaganda
• Four Steps to Inspiring Your Staff
• 563: Founder Friday! w/ Jared Linzmeier of Ruby Coffee Roaster

I can hold an average weight business card in the furrow of my brow. Kinda proud of that. However in my career my natural resting face has inspired a lot of "interesting" assumptions.

Now, to some degree, there is a limit to what I can do, but in my work I want to make sure that what I want to communicate and display is actually clearly seen and felt. Today on Shift Break we will not just discuss my face, but we will discuss the importance of optics in the cafe and how each professional who desires to show hospitality should be open to adjusting how they present themselves in order to, like our friend Tom Henschel say on his podcast, be perceived in the work place the way we want to be perceived.

KEYS TO THE SHOP® 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

Related Episodes:

• SHIFT BREAK: Are You Open?

• SHIFT BREAK! The Trend of Backwards Hospitality

• SHIFT BREAK! Why The Best Hospitality Starts With The Transactional!

Roasting and brewing creates opportunity for mentorship and relationships that last longer than the sensory experience of the cup. Seriously pursuing technical excellence is a part of securing this opportunity and today's guest has been on a journey to bring both to the table. On this Rate of Rise we are talking with Purefi Coffee Roasters, Chris Johnson! Chris is the lead roaster and co-founder of Purefi Coffee Roasters in Spring, TX where they use the service of specialty coffee roasting to mentor the next generation and to partner with local and global initiatives that create positive change in the world. He enjoys roasting coffee and aims to excel at highlighting the quality and consistency of each coffee sourced, roasted, and brewed by his hands. We discuss: - His beginnings in coffee - How his story informs the vision and mission of Purefi - Highlighting the unique characteristics of each coffee - Why feedback from customers is crucial - Mentorship and relationship in the business - Sourcing simplicity - Having a wider variety for more customers

Related episodes:

• RoR #39: Making Big Impact with Small Batch Roasting w/ Adrian Seligman Founder of Scandinavian Alps Coffee Roasters!
• RoR#38 : A Better Way to Think About Roasting Dark, w Erik Johnson of Thinkwell Coffee
• RoR #34: Roasting for Different Cultivars w/ Rob Hoos | Rob Hoos Coffee Consulting
• RoR #30 : Challenging Dogma With Data w/ Coffee Roaster and Chemical Engineer Mark Al-Shemmeri

Our Sponsor for Rate of Rise!

www.millcityroasters.com

It is easy to become stuck in the ways that you first learned to do things. Especially if those ways have brought some degree of success. We take comfort in the familiar to the degree that even if it is not working, we will protect the known dysfunction rather than embracing something new better, but not known. Not to mention the fact that we can tend to reject it because we anticipate the resistance from staff. On today's episode we are going back to a very old podcast that addresses how you can successfully retrain your staff on new standards and navigate the change gracefully.

KEY HOLDER COACHING GROUPS 2026!

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 Spring 2026 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

Related episodes:

• SHIFT BREAK : Setting and meeting Standards in the Coffee Shop
• SHIFT BREAK! When Changing Things, Pay Attention to the Heart of the Business
• SHIFT BREAK! New Managers: Learning Before Changing
• 080 : Changing things in the Cafe : A workflow for Refinement