Keys To The Shop : Equipping Coffee Shop Leaders

Does this sound familiar? "You should shop here because we are local! ...or we support this cause! ...or we have this association!"? While our identity and associations in the community are beautiful and add depth to what customers might love about you, too often we can use these things as means to solicit support in ways that are as though we are guilt trip on people. There are many issues that arise from this that could damage not only your business but the thing you may want to support or represent. Today on Shift Break we will be talking about why no matter the nuances of your unique business, your success and value proposition needs first be the quality of how you serve in the cafe, then the nuances and details of the why will be best represented. When you get the order correct, this leads to a better chance of serving that cause and the community you want to support or reach. Related episodes: "Local" does not Equal Quality Make Your Problems More Specific 406 : Five Ways to Immediately Improve Your Coffee Quality 502: Creating Meaningful Coffee Experiences Differentiation Takes Time! 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 chris@keystothshop.com 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

Even with all the conversations and tools available to us around the subject of hospitality, it is easy to engage in the pursuit of it in a way that ends up not resonating and lacks meaning. We can go through the motions, inspired as we are by the example of others, and not see the magic we assumed would follow our efforts. So, what does running a coffee shop with meaningful hospitality look like? Today we are going to deep dive into this subject and breakdown for you in detail the areas, levels, and methods for engaging in and cultivating meaningful hospitality both across the bar and behind it. We cover: How meaningful hospitality as a lifestyle and conviction. Why aligning business values with operations is crucial Recognizing and rewarding positive actions How building trust takes time and consistent effort Every interaction should validate the customer's significance. Why protection and accountability is important in meaningful hospitality Where patience and understanding human needs is fit in effective hospitality Understanding individual needs is crucial for effective service Why systems should support the values of the business Consistent application of standards is essential for fairness Mutuality and co-creation enhance the hospitality experience Why emotional metrics are as important as numerical ones Continuous learning is vital for hospitality providers Letting go of outdated practices is necessary for growth This was originally a talk developed for a webinar put on by our coffee friend, Sarah Naylor of Day Break Coffee cart. See the link below to learn more about what she does! Link: www.daybreakcoffeecart.com Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 424: Developing Menu and Hospitality Guides 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 343 : Founder Friday! "Curated Edition" | Hospitality + Meeting People Where They Are Spiders and Customer Service 271 : Why the Cash Register Controls Everything The Broken Chair The Difference of Deference to your Staff Systems as Care 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 chris@keystothshop.com 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 value proposition of a coffee shop is not a complicated one. Kind service and hospitality in a clean and well organized space serving consistently great coffee. Boooring! At least that what it seems like we must be thinking. Why else would we be so obsessed with the new and novel at the expense of mastering the basics? Today on Shift Break we will be talking about why we should always focus our best energies and focus on the basics that effectively provide guest and staff with a fulfilling experience. It's not about entertaining ourselves with novelty and complexity as though we are too cool for the basics, its about hosting and serving others through the basics. Related episodes: 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 500! Reflections and The Role of the Coffee Shop in the Industry 485: Your Shop vs The Industry - How to Free Yourself From Dependency 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 chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

The act of creating a space is the core existence of the coffee shop operator. The way we set our minds to the task of serving through selecting colors, textures, material, ingredients, and of course our words and actions. This all creates a singular experience we call a cafe. Today's guest has a deep appreciation for and experience helping people build these spaces, quite literally one brick at a time. I am so pleased to welcome to the show, Armen Alajian of Arto Brick! Armen Alajian is a self-described dreamer and maker with a passion for making and merchandising products that help others create spaces of hospitality and warmth. He co-owns and operates Arto, a handcrafted tile business based in Gardena, California, part of the greater Los Angeles area, alongside his brother, Varoujan (Vod). Through his work, Armen aims to inspire and support the creation of beautiful, welcoming environments that bring people together. An Armenian-American with roots in Egypt, Armen draws on his rich cultural heritage and lifelong dedication to faith, family, and craftsmanship. Together with his wife, Sally, he is raising eight children, attempting to instill in them a sense of responsibility, creativity, and an ownership mindset. Sally is Armen's steadfast partner in both life and purpose, supporting his vision of building meaningful connections through his work. Guided by the principle to "Set and surpass expectations", Armen combines his love for making with an unwavering focus on service. His goal is not just to build products but to build connections—creating tools for others to design spaces where people can gather, share, and thrive. In this conversation we learn about: Arto Brick's history of craftsmanship. Why we should look to create unique spaces Why commerce is an integral part of culture and community building. How intentional design can create peaceful and inviting spaces. Material choices significantly impact the overall experience of a space. The idea that he people involved in a space contribute to its atmosphere. The importance of every element in a space working together harmoniously. How understanding customer intentions leads to better design outcomes. Unique manufacturing processes can create a sense of magic in products. Company culture and employee satisfaction / retention. Why we need gratitude in our hospitality Creating spaces of peace enhances customer experiences. Why community and connection are vital in the workplace. Striving for high aspirations and key learnings for leaders Links: www.arto.com Instagram @artobrick Related and recommended episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 511: The Art of Designing Unique Coffee Bars w/ Scott Magic of Magic Architecture SHIFT BREAK: Embrace Your Space SHIFT BREAK : 2 Tips for Bar Design 275 : The Changing Landscape of Cafe Spaces w/ Dr. Jennifer Ferreira 206 : The Emotional and Social Impact of the Cafe Space w/ Noa Berger 367 : Designing Your Coffee Shop for Community w/ Dr. Lisa Waxman 375 : Founder Friday! w/ Roland Horne of WatchHouse 205 : Inside Caffe Florian, the World's Oldest Coffee Shop ! | Venice, Italy 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 chris@keystothshop.com 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

Delegation is a difficult, but necessary part of growing your coffee business. It is critical in helping you grow as well. Delegation of responsibility and authority is a response to the growth of the business that, while promising to expand your organizations capacity to steward that growth, tests your resolve. That is because of what we will call the "delegation dip". Today on Shift Break we will be talking about how you can (and must!) navigate the initial dip in performance associated with delegation in order to push through to the other side where it creates higher performance, capacity, and stability in the cafe. Related episodes: 267 : The Power of Delegation SHIFT BREAK: Don't Just Do It 475: Essential Tools for Cafe Management Messy Can Be Beautiful 362: How to Handle Growth in Your Coffee Shop 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 chris@keystothshop.com 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

How do you brew great coffee at home? That question is probably one of the most searched and asked questions that has unleashed what seems like a never ending stream of educational platforms, curated lists, videos, and blogs. It is honestly both exciting and overwhelming. The new question might actually be, "how do I make sense of all my options to make great coffee at home?" That is where today's guest, Justin Piercy of Daddy Got Coffee steps in to help. Justin Piercy is the former sound engineer, family man, coffee enthusiast, and now full time home coffee education professional behind the popular, fun, and approachable platform, Daddy Got Coffee. His work has a lot to do with creating clarity for viewers to find what works for them to enjoy the coffee they buy at our roasteries and, in turn, this helps those home enthusiast become more discerning customers of the cafe. In this interview we explore not only Justin's own story of how he came to champion home coffee education, but also how home coffee as a category has influenced cafe culture and why it has been a force for good. We discuss: The Spark of the Coffee Enthusiast Navigating the Learning Curve The Intersection of Creativity and Logic Understanding the Coffee Enthusiast's Mindset The Impact of Home Brewing on Cafes Understanding Your Audience's Needs Defining Success in Coffee Business Intentionality in Coffee Choices Links: 360: Encore Episode! Hosting Consumer Coffee Classes: 7 Tips for Success 035 : The Consumer Revolution w/ Kevin Sinnott 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab 322 : A Conversation w/ LaNisa Williams of Barista Life L.A. 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 Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Let's face it, the look, feel, and functionality of the physical coffee shop will always be an important part of showing hospitality to our guests. The issues we are faced with is one as old as time. We meticulously set up our spaces when we first open, get busy, and then slowly allow them to fall apart. We don't notice it so much because we are busy with other things, but the customers notices, and taken together, it has a dramatic impact on everything we put our hands to. Today on Shift Break we will be discussing the importance of taking very good care of your coffee shop. The space itself is a sacred one. The first place we encounter the truth of marketing claims about quality, community, specialty, excellence etc. In this new year lets determine to focus on keeping our shop as a way of keeping our promises and the first basic step in showing the hospitality we say we want to offer. Related episodes: 307 : 10 Simple ways to Level Up your Coffee Shop SHIFT BREAK: Focusing on the Whole, Not the Part The Impact of Absence 2nd First Impression : Tips for Welcoming Customers Back Working Clean : Tips for keeping the bar looking and working well while you work The Currency of Urgency 498: 10 Small Things to Fix in Your Coffee Shop This Week 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 chris@keystothshop.com 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

It's that time of year where we are collectively setting our sights on both the past and the future. What will this next year of 2025 hold for you and your coffee shop? The answer to that question is that your tends to be made up of the things you focus on most. So if we want to increase our chances of experiencing good things, we need to increase our focus on what good things we would like to see. Today you and I are spending some time together to focus on 7 words / areas that I believe are worthy of your focus in the New Year. Take these words and think on them, ponder and meditate on how to bring them into your personal practice, your communication and training of staff, and your cafes operations. If you can meaningfully integrate these things into the fabric of your organization in 2025, you will definitely have a good year. We discuss and explore: Presence Iteration Resource Discovery Joy Communication Quality Links: 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 173 : 5 Areas of Focus for Retailers 489: Tips for Creating a Resilient Cafe 181 : Organizational Self-Knowledge 453 : The Craft of Operations 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 Follow on Instagram! @Artobrick .... and tell them Chris sent you!

Every Coffee Fest we get to sit down with some very cool presenters to chat about their businesses, area, of expertise, and insights that will help you run a better cafe. The last show of the year took place in Minneapolis, MN and was a wonderful time of sharing, community, and value. Even though my equipment decided (after 8 years of service) to die on the spot of my first interview, we got to catch up with two presenters over Zoom and have some very helpful conversations. Today we are presenting to you my interview with Jaime Becker-Finn of Makwa Coffee and Frederick Dubose of Sun Bean Coffee! We start with Jaime Becker-Finn Jamie Becker-Finn is the founder and owner of Makwa Coffee, a community centered craft coffee shop that opened in Roseville, MN in 2022. Jamie is a descendant of the Leech Lake Band of Ojibwe and named the shop after her clan - "makwa" is the Ojibwe word for black bear (pronounced "muck-wuh"). In a sea of suburban chain stores, Makwa Coffee is proud to be a unique and values-driven space where queer folks, Native folks, and the entire community is welcomed. In addition to running the shop, Jamie is an attorney and is also wrapping up eight years of service in the Minnesota House of Representatives, where she chaired the House Judiciary Committee. Jamie grew up on the rez near Cass Lake and goes home often. She loves her people, her dogs, live music, books and soccer. Links Instagram: @makwacoffee https://www.makwacoffee.com/ Next up we have Fredrick Dubose After dedicating over 20 years to mentoring and supporting young people, Fredrick recognized that creating a physical space where the community could gather and engage was the next step in his mission to foster connection and growth. This vision became a reality when he opened SunBean Coffee Shop. His experience in youth work taught him the value of creating safe, inclusive environments where people can thrive. SunBean became that space for not only young people but for the entire neighborhood. Fredrick saw an opportunity to continue his mentorship by hiring local youth, offering them not just employment but life skills, a sense of responsibility, and a platform to contribute to their community. SunBean is a local institution known for its welcoming atmosphere and positive impact. His coffee shop has become a space for conversation, creativity, and collaboration, hosting community events and offering a venue where people from all walks of life can connect. Fredrick's transition from youth work to business ownership is a testament to his belief that community service and entrepreneurship can go hand in hand, each reinforcing the other to create lasting change." Links https://sunbeancoffeemn.com/ Instagram: @sunbeancoffeemn 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 chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min

For this last Founder Friday of 2024 we are featuring a story that I believe really embodies the spirit of entrepreneurship that fuels so many coffee shops. From a cart in the pandemic, to a thriving cafe and catering business, Thrd Coffee, Lead by Raoul Adwan, has shown what is possible when you build with passion and focus. Raoul Adwan is a Chicago native of Mexican and Bolivian descent who turned a passion for coffee into a thriving business. Raoul launched his venture during the pandemic with the help of a stimulus check, starting off with a single coffee cart offering street-side brews. What began as a humble pop-up operation quickly gained traction, and within four years, Raoul's business expanded to a brick-and-mortar location (currently in the works for his second shop) , complemented by multiple carts equipped with top-tier coffee gear. Today, Raoul leads one of Chicago's top coffee catering operations, serving corporate spaces and buildings across downtown with full-service coffee bars. His innovative approach and commitment to quality have positioned his business for rapid growth, with projected 2024 sales of over $600K and total gross revenue (starting from 2020 to now) hitting $1.15M. Raoul's journey is a testament to entrepreneurial spirit and community-driven success. Links: https://www.thrdcoffee.com/ @THRDCOFFEECO Related episodes: 453 : The Craft of Operations 432 : How to Win in Specialty Retail Coffee Creative Avoidance : Thoughts on Long-game Management 169 : Designing the Guest Experience w/ Dr. Lisa Waxman 115 : Finding Success in Mobile Coffee w/ Tim Cox / Communion Coffee 422: Coffee Truck Success w/ Vincent LaVolpa of Green Joe Coffee School 384 : How to Run a Successful Coffee Cart w/ Sarah Naylor of Daybreak Coffee Cart 385 : Founder Friday! w/ Arick Davis and Sarah Laman of Last Mile Cafe, Grand Rapids, MI 187 : A Conversation with Nikki Outlaw of Anecho Coffee 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 Follow on Instagram! @Artobrick .... and tell them Chris sent you!