The Audio Cafe: for Baristas, Coffeehouses, Coffee Lovers

INTRO: Part 2 of interviewing Bryan Reynolds from Anthem Coffee and Tea in Tacoma Washington. Last episode we talked about how you personally need to cast a vision for your employees to learn and model back to your customers. We also left off with a quote from a visual artist who worked with Bryan, talking about the great ambiance in the cafe, here is Bryan's response to that quote.

TIME 0:50 Levi: how did you build this culture? Bryan: it stems from his parents modeling this to him growing up, there was never a stranger to his parents, everyone was a guest. I wanted to make a cafe that had a different focus on customer service because my own first experience in coffee as a customer was an uncomfortable one. You can walk someone through the ordering process in a loving way, giving undivided attention and serve them well. Make the product worth coming back.

TIME 3:05 Levi: "We wont be held accountable for how much we have done, but for how much we have done of what he asks us to do" the take away from that in a cafe would be if we want to make something cool like a fancy wall, how is that really going to improve the customer and employee experience? Do you have a lesson to share? Bryan: the first time we adopted a virtual punch-card system to 'bring people back' but it ultimately it created an entitled customer for a number of reasons. We learned from that and changed it to a pre-load punch-card which has worked even better. We have had many other things that we wanted to do but never even launched. But as long as we learn from this and 'fail forward' then we are being made stronger. Its far more of a risk to not try than it is to take a risk.

TIME 8:15 Levi: "I know God will not give me anything I cannot handle, I just with He didn't trust me so much" your first big fear must have been starting Anthem, but what is the next biggest fear that is around the corner for Anthem? Bryan: success can lead to failure just as much as remaining dormant can, what scares me is if we coast if we let off the gas pedal. I'm constantly keeping myself tethered to the core values helps from becoming distracted. There's 60 of us on this team, there's a lot of moving parts. Which is why we focus on "Better before bigger." And it leads to 'how do we make little things like waiting in line better?' that question led to them creating a Anthem Coffee IOS app. A [customer] line is a good sign because it means there's something worth waiting for, but finding a way to skip the line ads value to some customers.

TIME 13:05 Levi: what is your 85/10/5 rule? Bryan: in the book Leading on Empty, the author unpacks this idea, there is 85% of what other people should be doing for you, 10% that you can train leaders to do, and 5% that only you can do. If you don't take care of you then you can't take care of others. I love conflict because what's on the other side of it, which is unity. From the book "Leading on Empty: Refilling Your Tank and Renewing You Passion, by Wayne Cordeiro.

TIME 17:40 Levi: who introduced you to coffee? Bryan: I was saving money for an engagement ring, so I started working at Cutters Point. I used to drink sweet sweet beverages (Black and White Hot Chocolate with Toasted Marshmallow) then a barista accidentally threw some shots into the drink (turning it into a mocha) and it was game-over, I loved the way it balanced the flavor and I was hooked from then on.

TIME 19:05 Levi: the White Chocolate Mocha is the 'Gateway Mocha.' What did you think of that first sip? Bryan: I don't drink sweet drinks as much, but I love an Espresso Macchiato, its like a mini-vacation for me. I love tasting different black coffees.

TIME 19:50 Levi: decaf or tea? Bryan: I would go decaf. There's something about the smell of coffee, it takes you away. My wife will brew a pot of coffee just for the smell in the house.

OUTRO Glad you listened to these 2 episodes, some topics we covered that I enjoyed learning were: giving employees light responsibilities to free your time up teaching them lower risk tasks and testing to see where they're sweet spot is. The small tasks is really part of setting up the "85/10/5% rule" and finding others to help handle 95% of that your workload. Do you remember that story of a customer loyalty program that had outstanding usage but went bust?

Well its time to say goodbye, I'll let Bryan send us off with this inspiration and challenge "Better before bigger."

Music in this episode by The Dirty Moogs, via https://starfrosch.com/hot-100/artist/the+dirty+moogs

Hello welcome - I have been talking to a few industry-pros about working IN and not ON your business. To help deep dive a bit let's spend some time hearing about how Anthem Coffee and Tea went from having an over-worked owner to a healthy and expanding cafe. Some topics we will cover that I enjoyed learning were: giving employees light responsibilities to free your time up, what is the 85/10/5% rule and finding others to help handle 95% of that your workload, a story of a customer loyalty program that had outstanding usage but went bust, and throughout the 2 part interview you will hear Bryan refer back to his clear vision and mission statement for his cafe which has clearly helped him stay focused while showing his employees how to win at customer service. TIME 1:05 ANTHEM INTRO

TIME 2:45

Levi: Asking about the guiding principals…. Bryan explains how he wants his team to show 'heroic hospitality' which brings people back. Also talks a little about his exact role as the owner which is to be a role model, help grow sales, and that people are being served well.

TIME 7:35

Levi: Anthem is a good example of a cafe that has co-workers who appear to be friends . Bryan explains: the line between customer and employee is blurred because the heroic hospitality is contagious and spreads to the customer base. Having this is a clear vision is a foundation.

TIME 8:50

Levi: when Anthem started did you think you would have an employee stay with you for 10 years? Bryan explains: finding the right employee who resonates well with your culture and core values will allow you to invest in that employee and grow them. "You have to identify people who have similar strengths and abilities and them replicate yourself in them so that you don't stay a prisoner to the J.O.B. you created. I want to create jobs, I want to create opportunities for people, I don't want to be the ceiling." Bryan also shares a warning if you get too hands off the business too soon, before you have modeled the culture that you want, then it will likely fade away into its own culture (good or bad) and not the vision you had.

TIME 12:20

Levi: "Solitude is a chosen separation for refining your soul, isolation is what you crave when you neglect the first" how did you get to that first point where you were able to step away for an hour/day/week and what do you wish you had don better? Bryan explains: he personally experienced burn-out at year 5. Then inserted a 'pattern interruption' in his life to help him gain clarity. Why are we afraid to leave our cafe? Is it because we fear to lose control? In order for our employees to win in the cafe requires that we show them exactly what winning looks like. Once we have trained our team correctly we can trust that we can take a step back.

TIME 17:55

Levi: "I drove hard on all cylinders, not realizing that being an entrepreneur means that everything you initiate by default you must ad to your maintenance list" What was the first task that you handed off first, how can a cafe manager test with small things first before handing off too much? Bryan explains: 16personalities.com is the starting point, beware of weaknesses so we know where to put people. Involvement equals ownership, getting people involved helps them become more responsible and the best thing is when they see a current process we use at the cafe they know of even better ways to streamline it.

TIME 22:20

Levi: Where did your shirt design "Let is happen naturally" come from? Bryan explains: it was a way to recognize when things were starting to bubble up or perhaps getting harder. It was a phrase we used as a team so we made it into a shirt. Also at that time we were using a lot of pour-over coffee brewing and were excited by that.

TIME 24:45

Levi: quoting Carlo "One thing that impressed me was Bryan's desire to build a hub for the community………."

OUTRO

Next episode Bryan will talk a little about his parents modeling customer service and a loyalty card that was supposed to 'bring customers back' but created an entitled customer. Sound good to you?

Music by The Dirty Moogs, via https://starfrosch.com/hot-100/artist/the+dirty+moogs

In August 2005 I flew into NOLA, on the flight from Seattle we could see the massive glowing storm in the Golf of Mexico. On one side of the clouds the sunset was painting it a gorgeous orange, but it was a thick cloud that quickly turned black and opaque. Looking out from the small airplane window I watched the cloud burst into electric blueish-purple as lightning strobe'd like a warning light. A fore-shadow and forecast of what was going to happen. Also a reflection of the very people who live in New Orleans. Fierce, strong, on one hand a guarded people that take care of themselves, and on the other hand very expressive of who they are through the arts (arts not just in galleries but also sculpted on top their buildings, painted on their bodies, heard in their voices as they sing on the streets, art they carry - worn deep into the wrinkles on their faces) Ten years after visiting NOLA and flying out the Monday before Hurricane Katrina, I came back. And this is where I found Lauren the owner of Solo Espresso. This is her story. SOLO ESPRESSO [Lauren Morlock, 1301 Poland Ave] Interview with bits of second track "memories" to break up interview OUTRO: For all the photos, including tattoos, barn doors, and the water line of where Katrina rested inside the cafe/house, visit AudioCafePodcast.com/61 See you next year? TIME 2:00 Start interview with Lauren from Solo Espresso Short Intro, bathtub in the bathroom in the back. Start simply. TIME 3:40 One step at a time, slow build / slow start as a pop-up. Follow opportunities as they come. TIME 4:15 Good point, contact these machines and see if there's a machine in the area around you, they may not be online on a website like Craigslist. Also, some owners contact the manufacturer to sell the machine rather than ever posting online. TIME 6:00 Bike or skate the coffee, so New Orleans and authentic. Don't forget to tell all your friends, make sure you invite them out or they will put it off. TIME 7:15 Slow start, but it can build form there and get legit. Also gives you time to discover what and how you really want to do this. TIME 7:30 Do things as you can afford to do them. What would it feel like to have a cafe and no debts? When I bought my coffee stand I felt I needed a certain machine and went into debt for it, I regretted that. TIME 7:45 First question, before starting a cafe, have you worked in a cafe before? Working in a cafe is a great piece of homework before buying a cafe. Lauren worked in coffee for 18 years before opening her shop. She worked at Starbucks in 2000, back when Starbucks did cuppings and was investing heavily in their baristas. She took advantage of getting training from different companies. After 15 years of working in a cafe you can pick up so many things about the cafe you want to own. Then, the next step IS finally opening a shop. TIME 10:40 Why was opening your basement to all of NOLa the logical next step? TIME 14:00 NOLA local tells his story of leaving New Orleans during Hurricane Katrina. That he couldn't swim, that his sister saved him. TIME 14:50 Here is an attitude here, a polished and tough/raw aesthetic here. Dark stained room but not a dark space. Minimalist, but not empty. Its special. "I think it's special because its my spot. Everything literally has a story." TIME 16:00 Shop-dog. Shanobie? Hamming people up for the pets. TIME 17:00 Same NOLA man, James Pierce, shares about his mom, dead for over 10 years and he still misses her. She lived to 84, switching from 3 cups of coffee a day to decaf, 10 kids, a bunch of grand kids. TIME 19:00 Flyer-ed the city when they started their cafe, that's how they found the woodworkers/builders/carpenters that led the build-out for the cafe. Hint: you know you have a cool cafe when people want to help build-out your space and turn into friends. TIME 21:30 "I woke up like 3 4 in the morning and didn't have shoes…" TIME 22:10 Getting the cash to start, a little bit of borrowing cash to put in the electrical/equipment/etc. Started with $10k. "Don't you want a bigger space? This is only 450 square feet." "With internet, we are so small and I feel that this shop is so intimate I've seen so many awesome things happen by not having internet. Conversations being made and people being introduced." All the customers are accessible. "If someone wants to steal internet or bring their own, I'm totally fine with that." "I have worked in a lot of cafes where someone has sit there for an entire day and game, or download from Napster, or porn" interesting balance when it is your actual house. TIME 26:30 Security for small shops, cool customers who live close, pad-locked room between cafe and house, give the robber whatever they want because a cafe can re-coop money but not a cool barista or life, give them what they want and get them out of here, sometimes you have to watch little kids that come in and are super cute, we have a dog here just hanging out for security. TIME 29:35 Jean-Baptiste Ulrick the taxi driver teaching me how to speak New Orleanian "You gotta eat them T's" TIME 30:10 For the neighborhood cafe, its almost rude not to come in to the neighborhood cafe, its a great place for the neighbors to meet each other. The power of thought, not being naive but don't manifest bad things like a robbery, we have wasp spray and smart employees. "Don't try to fool with us" TIME 34:30 "Tomorrow we're having Indian food and you invited me back, but it wasn't come back to the shop, it was an invitation to come back to the neighborhood and a welcoming hand to the community. It was very cool and powerful because that was a moment that will never happen again in any other shop, its a moment that exists just here." It creates great word of mouth and for advertising, leveraging their followers. "We do a food pop-up every Saturday" "Its nice to have an established food pop-up" create a demand for variety of food offerings. Started offering pop-ups to cross-promote with other vendors in the area. Also, microwaves are the devil. "I used to live at my shop too" TIME 38:30 Tell us about the name Solo Espresso, it seems more like a name, because you've been using the phrase "When we started solo" which could just be a phrase, or mean more… names can change over time. "We started as Dark Times Coffee" as a reference to the voodoo and other darkness that we celebrate here in New Orleans. People in New Orleans have all gone through so much darkness… because it can be a really heavy city to live in, among all the brightness." The inspiration came from a trip to Peru, and an epiphany to only serve coffee (no flavored syrups, food, or blended drinks). We originally started with just espresso, then there was an expanding demand for other drip coffee and pour overs, then growlers for cold brew.

As stated in the podcast, this was recorded and unedited in real time while day-drinking. As a matter of fact, these very show notes are being typed while drinking. What started out as a joke conversation last night, "Hey, what would it be like if there was a cafe who had the sole purpose of being a first date location for online dating?" After a night and morning of drinking, why not talk more about this and record it, without playback, or editing?

These are the talks that baristas have with other baristas after hours... Topics: Name of cafe? "Ghost Roasters" the multi-roaster concept. How do we handle tips? Different rooms for different online dating sites like Bumble/Tinder/OK Cupid/ POF/et cetera. Should the staff be single or taken? People of interest mentioned: Christain Ott, Alexandra LittleJohn, Panda in NYC

INTRO Do you go on cafe or bar crawls? This fall in Madison, Wisonsin I got to do the CaffeineCrawl.com event, big event with a lot of logistics and moving parts. Lots to organize, great exposure for local cafes and super fun for the local community. For me as an attendee it was a great chance to see the whole local scene at one time, stopping into shops that I haven't been into before. This episode can be thought of as an extension of the Yelp (episode 54) podcast we did, making a special event and getting people out to see you. TIME 2:55 : Local coverage… Sadie from CaffeineCrawl.com took to getting local coverage for JBCCoffeeRoasters.com and all other cafes, reaching out to all media know about. It was important to have a killer after party to end the whole day off on a great note as a whole group of coffee crawlers, all were invited. TIME 3:35 : Levi's comments… If you're going to setup an event you may not be able to get TV coverage, but what about at least setting the event up on Facebook/Yelp/CouchSurfing/MeetUp/Twitter #YourTown/other sites like local paper? This is SO IMPORTANT. Think of the next thing, what is the next event you want to promote? The Crawl had a TNT, then after the TNT a local bar to grab drinks? Make sure to leave off with a "Thank you for visiting our cafe and don't forget about our next event…" TIME 4:45 : Cafe-Collaboration… When planning make your first goal to have shops shine in the way they feel comfortable and proud of and is unique to them. Make sure that the samples being served are totally delicious and wonderful, also test to make sure the team can make multiple samples back-to-back-to-back. TIME 6:00 : Levi's comments… Work ON your business not just IN your business. As Sadie talks to cafes she learns about different roasters who want to have a small pop-up because they don't have a local retail location. Like JBC, hosting a party because they don't have retail space at this time, it was perfect for them to open the roastery and welcome people in. Serve a drink you're proud of and make sure the other spots aren't serving that drink as well. TIME 7:10 : Putting together routes... Pair businesses that work together well, could be a few surprises along the way, especially little snacks to eat. Craft beverages and foods fit together. This is a chance to meet the makers in the background of the local community. TIME 8:40 : Levi's comments… If you make an event will there be an over-arching theme such as "Coffee in the spring" or "Coffee drinks made without dairy" or "Meet the makers"? Think about what you can do that is super special. What about 1980's theme, each location playing their favorite '80s tunes all day? TIME 9:50 : How to prepare, catering to customers… You need 10-15 minutes of great intro to your cafe for people to listen to, you will repeat this the whole day so practice it! Bridge the gap of enthusiast and pro barista. Meet customers where they are at, whether you're a hip 4th wave or a Java Jive Cafe with free wifi. Good chance for someone to see what the community can offer them, this is a chance for people to pick their new favorite cafe in town. Encourage guests to ask if someone has questions. Leave plenty of time for the community to chat. Important for everyone to feel comfortable and welcome. TIME 12:50 : Levi's comments… This is a great chance for you to make an elevator speech for your business, from there stretch it to a 10 minute pitch. TIME 14:10 : Columbus Ohio recap… Old and New contrast, things that don't seem to fit can be special, even for their contrast. Some may even say that "the obstacle IS the way." TIME 16:35 : Levi's comments… You can make cafes that don't really 'fit together' and make it work, collaborate, rising tide raises all ships. That next weekend after an event like this be sure to have a post-event hangout for all the staff(s) who worked the event, re-give a briefing of your speech and best practices you noticed. After all, this event is as much for you as it is for the people who are attending it. TIME 17:30 : How can you be a great cafe to work with?… Being accessible is key. Check your email, be alert when serving drinks. TIME 19:35 : Levi's comments… Prepare, have everything setup the day or week before so you can attend to last minute details and also be promoting the actual event the day before, rather then not at all after the fact. Have fun. Check in with everyone face to face that is working the event to see if they are alright. Appreciate them, make sure they are supported. Drink the drinks they are working on and provide feedback like "I think people are really going to like this part of your presentation." TIME 21:10 : National drink trends… Nitro coffee on Draft, bridging the gap between craft beer and coffee. Impressive baristas working hard to master niches. Coffee/Cocktails (like gin with coffee). TIME 24:00 : Levi's comments… Get out there and host something special for everyone. Don't be afraid to try something totally different. Contact other businesses in your area and get something special going, who knows where it will lead to =]

MUSIC : The Dirty Moogs, Clause. Podington Bear, Now Son. Podington Bear, Movin On Up. Podington Bear, Now Son.

MUSIC (Podington Bear: Gravy) Topic 1) Tulsa, coffee crawling 2) Meeting baristas 3) Get out there and try stuff 4) Samuel Smith Insight: 1) Ask baristas 'where should I go next' us yelp 2) Cold Brew nitro with vanilla and cream 3) Maple Soda uses shelf stable ingredients that don't expire or dial in Reason to interact: 1) Map of the places I went 2) Maple Soda and Sparkling Green Tea recipe 3) Photos of the drinks Hello, Tulsa Cafe Crawl What to look for on Yelp to find cool cafe 1) Stars 3-5 2) Number of reviews and photos 3) Keep track on your favorites list 4) Checkout podcast #54 Time 2:18 Visit the show notes for ISI Whipped cream recipes. I've seen some sped-up extraction recipes. How can you tell if its real ice? …It melts. Time 3:45……. Different levels of carbonation for different brands Real Maple or Honey does change the mouth feel, LINK to brands and their level of carbonation. Sometimes a high level of carbonation is great because some recipes have a lot of other ingredients competing for the total volume of the drink itself. Time 4:44 Espresso Tonic recipe, Levi uses just a hint of espresso in his recipe to allow for coffee to be the background flavor, rather than having it dominate the flavor profile. Thought - why don't we look at espresso as a background flavor? Time 6:50 Owl Puccino signature drink, the name plays into what the cafe used to be called. What about a signature drink called the Al-Puccino, and it can be made with almond milk? Time 8:30 Foolish Things Coffee Company, don't be foolish, ask questions. Oak Aged Cold Brew Float - was cool, you can use a brand like Time & Oak to get those flavors. They used local ice cream but not enough, lost the woody-flavor but like the idea and it was fun. Cold Brew Soda with Blueberry Shrubs at Starbucks. Time 13:00 Do the next thing, hop on Yelp and find a cafe then ask the barista 'where should I go next?' and they may direct you to some wonderful place or party that only the locals know about. I also use Yelp to bookmark places I will visit in the future when you're in that town. Time 15:30 Why don't we list the barista that came up with that signature drink like they do at fancy bars?

Time 1:10 - Levi talks about the Reversed Irish Coffee recipe, his new favorite coffee cocktail. Time 4:40 - "Where is the industry going with beverage recipes, to mocktails?" Talk a little about bottomless portafilters and the MAVAM espresso machine. Also the DaVinci Gourmet Iced Coffee syrup was mentioned for restaurants that don't have an espresso machine. Time 5:40 - There is no new origin or ingredients on the market, like the past the stories that spice traders would make up to keep from finding their spices. Barista Meets Barman presentation in TOTC, you have just one machine and one area to make things for coffee. For a bar there may be multiple bar stations. Time 7:10 "What I like about going to a cool cafe is that I know I'm going to get a beverage from someone who loves beverages." Baristas are being more and more serious and well studied on their craft. Time 7:30 - "How do we come up with an idea for a new syrup?" is asked and Levi talks about challenges with that. Time 8:10 - Booze Milkshake recipes you say? I'm in but it really is work, even though it sounds like a total dream. Time 8:25 - Peach Chipotle coffee recipes? Peach Chipotle White Mocha? Sprite-Asada recipe? How are you thinking about recipes with coffee in them, do you have to use a whole 1-2 oz shot or do you use just a little espresso in your recipes? Have you tried an Espresso Tonic with just a little (0.25 oz) espresso in it? What are you assuming incorrectly about approaching coffee recipes? Why don't you pull all of your ingredients out and look at what you have? Time 10:30 - EOFire.com question "If you woke tomorrow in the same world but you knew no one, what would you do?" has helped me come to new ideas. Look at what you can create when you forget all of your assumptions about hurdles. As the book title says, "The Obstacle is the Way" Time 12:25 - Fruit Loop Frappe "It looks like a clown went to art school" Time 13:25 - Why not try to do that crazy business idea? What are you doing to up your game as a barista? That is where I met great people like Laila Ghambari. One of my coffee epiphanies came from just different dosing of espresso weight then tasting the difference. Time 15:55 - "Super Natural" natural opportunities in life that you can turn into learning or opportunities. Laila taught us all the basics. Caffe Ladro in Seattle used a head Coffee Trainer, a manager at each cafe, then also a Coffee Educator to each of the 11 locations so each location has the same coffee experience. Time 18:30 - Coffee books with bizarre recipes, trying all the recipes was really fun. Gilligan's Island Latte, Marzipan Latte, making fun drinks like that. Time 19:40 - using the perfect brown bananas. Bananas actually are an easy and great analogy for learning about flavor, green/yellow/brown banana. Red Velvet Mocha recipe. Time 21:10 - Do the weird unexpected twists, such as using dynamic texture or dynamic temperatures together. Chia seeds can be hydrated into a Chia Chai Soda, Chia Chai Aperol Spritz recipe (is it carbonated? I think I spoke incorrectly there oops!). Time 26:10 - The big take away of look what you can add to these businesses, be scrappy on how to start out, an make sure you properly evaluate your talent.

Some of the highlights from this podcast will include:

People are the biggest thing in your business, the right people bring in all the best opportunities.

Levi talks a little about oatmeal coffee? Yum or no?

How do you convince people to work in one area over another, such as the register over the espresso machine? Conflicts disguised as opportunity, a conflict brings up a topic that clearly needs to be addressed.

What its like to start a cafe, get married, and go back to school all at the same time. It's very hard but it can be done if you focus and have support. On the flip side having a cafe during a divorce, how do you turn this around.

What its like to work from 4:30A to 6:30P to get your cafe up and running on its feet? Its better to have a more time to work ON your business rather than always be working IN your business.

What its like to attend and speak at a CoffeeFest.com event 6 times per year.

What to look for when opening your first coffee house? How do you pick the right location? What should you change at a cafe if you buy it and are the new owner? Does it help to grow up in an entrepreneurial household? How do you move from being a barista to being a cafe owner? How do you find a business that is missing you?

Summer, 2015, Levi and Corey sit down to talk about how coffee shops should use Yelp to get new customers. Levi uses the app several times per week and used to have an account for his own coffee stand.

This episode you will learn about the overall strategy you should use when starting a Yelp page, how to reward fans, dealing with negative reviews, and rewarding your staff for a job well done.