Keys To The Shop : Equipping Coffee Shop Leaders

We only have so much energy, time, and money to give to marketing our coffee shops. There is a lot of stress related to having the right strategy for getting people to become aware of you cafe and then visit and keep visiting. To make matters more worse, the consumer must wade through a sea of competitors who are applying similar social media and advertising strategies. So what do you invest into to give you a big return? Today on Shift Break we will be discussing what I believe is an often overlooked and little implemented strategy that will gain you a lot of long term customers. Best of all, it is not able to be duplicated and helps you stand out from the rest in a way the usual methods a cannot. 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 Listen to related episodes: 433: Winning Staff and Customer Loyalty 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 115 : Finding Success in Mobile Coffee w/ Tim Cox / Communion Coffee 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference Are You Open? 480: Focus on What Your Customers Love 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

Ian Fretheim, Director of Sensory Analysis at Cafe Imports, discusses the importance of sensory analysis in coffee industry using 'The Coffee Rose' software. They emphasize creating a common language for communicating coffee characteristics, improving tasting evaluations, and enhancing purchasing decisions. The podcast explores the significance of tools like 'The Coffee Rose' in improving customer experiences and effective communication in the coffee journey.

It is easy to talk about the things we want to improve, fix, and institute in the cafe. Trouble is that in all the talking of doing the how we need this or that, we tend to leave it there and wait until an opportune or ideal time comes along, rather than simply taking 1 small decisive step toward what we need. Today on Shift Break we talk about why we need to default to taking action more vs simply talking about and planning the perfect next step Disciplining ourselves to do this creates in us and our team the identity and capacity needed to manage the shop well. 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 Listen to related episodes: 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

Your customers count on you to create a wonderful cafe experience everyday. That is the implied or explicit promise of our marketing and what most of us aspire to deliver. The way we get there is by paying close attention to what our customers love and fortifying those element of the business through focused resourcing and training and improving as we go. What are some of the most important areas to focus on that will truly communicate to your customers that you take their patronage seriously and that we are here to serve? Today we are going to cover the main things customers love, why they are important, how to create a culture that maintains them, and what you can expect as a result. We cover: Preemptive service Thoughtful variety Empathy Attention to detail Cleanliness Consistency Follow through and acknowledgement Related Episodes: 098 : Loving the Closing Shift : Problems, solutions, and philosophy on work 424: Developing Menu and Hospitality Guides 282 : How to Listen to your Customers 433: Winning Staff and Customer Loyalty 340 : Encore Episode of "10 Reasons to Love the Customer"! Blog: The Customer of Tomorrow Thank you to our amazing sponsors! Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

In the cafe, it is easy to lapse into assuming that people who work for you, should also be available and responsive at all times even when off the clock. The lack of quick response from staff when off the clock to calls, emails, slack messages etc is often considered some sign that the employee is not right for the organization and can have a negative impact on how that employee is perceived and invested into. Today on Shift Break we talk about the importance of respecting the boundaries of personal and professional and how we should set healthy expectations for staff an ourselves in the coffee shop so we can avoid this toxic overlap. 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 Listen to related episodes: SHIFT BREAK: Owners, It's OK to Make Mistakes Specific Expectations and Due Dates High Expectations + Low Control Reasonable Expectations Good Baristas aren't born, they're Made 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

Try as we might, the reality is that eventually even the best staff will leave our shops for another job or career. How they leave is largely up to us as leaders. Some will exit on bad terms for reasons related to bad management or their own personal behaviors that are an ill fit. Others will have been wonderful team members and right fit for the role, but need to move on. In all cases there is much to learn that we miss out on when we don't conduct exit interviews. Today on Shift Break we will be talking about why you need to strive to conduct exit interviews with all your employees when they leave your shop and how it will benefit you, the business, and especially your future staff. 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 Listen to related episodes: 278 : Making great Hiring Decisions 301 : Hiring and Training for Excellence 018: Hiring, Culture, and the Future of your Shop 221 : Building your People Program w/ HR Consultant Dana Goodwin 232 : Rebuilding your Staff with Excellence w/ Dave Stachowiak 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 world of coffee and coffee shops is changing rapidly. The variations of business models that serve innumerable contexts globally require intentionality in how we pursue innovation and how we stay aware of the flavors and expressions that define the specialty coffee world. Today we are joined by a perpetual champion of coffee experiences and resident industry optimist, Andre Eiermann! Andre's coffee journey started as a coffee trader in Switzerland. He moved shortly after to Kenya and Tanzania and spent most of his time on coffee farms, in cupping rooms and in dry mills. In the laboratory he cupped sometimes 800 cups of coffee a day. After his time at origin, Andre worked for several coffee roasters in marketing across Europe. He gained a deep understanding of the coffee industry – from whole beans, R&G, instant to the ready-to-drink category. The last years have been especially exciting for him: once Andre entered the specialty coffee world, he founded a coffee academy, launched a specialty coffee range, worked as a trainer and competed and judged in barista competitions. In 2017 he reached the semifinals of the World Barista Championship in Seoul, while working as a marketing director. Afterwards Andre deepened his coffee science knowledge during a collaboration with the Zurich University. This research project culminated in the scientific publication "Extraction of single serve coffee capsules: linking properties of ground coffee to extraction dynamics and cup quality" in Nature Science Reports. In addition, André is a certified Arabica Q-Grader as well as an AST for the Specialty Coffee Association. Andre published his book "INSPIRE and GET INSPIRED" to share his passion for specialty coffee. He then continue his coffee journey in Melbourne where he worked as the General Manager for Victoria Arduino. Finally Andre is back in his home country Switzerland, where he joined Eversys in the Swiss mountains. We cover: Andre's Journey into the Coffee Industry The Importance of Sensory Skills Authentic Storytelling in Marketing Creating a Memorable Customer Experience Balancing Customer Needs and Wants The Role of Innovation in Shaping Demand The Future of Coffee Shops The Potential of Automation in Coffee Shops Investing in People and Training Financial Management for Coffee Shop Success Delivering Excellent Products and Service The Value of No-Fuss Coffee and Great Customer Service Links: Instagram: @andre_eiermann https://www.eversys.com/en/ Related Episodes: 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 445: Evolution of the Machine-Barista Relationship w/ Ryan Willbur of Synesso Coffee Systems 432 : How to Win in Specialty Retail Coffee 393 : The Tyranny of Taste w/ Kosta Kallivrousis ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters 082 : Knowledge and Flavor w/ Cosimo Libardo 447: Understanding the Business of Coffee w/ Maxwell Colonna-Dashwood Thank you to our amazing sponsors! Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Setting up and optimizing your roastery for compliance, efficiency, and sustainable quality output is not just something to be done once in the beginning. The disciplined pursuit of building and refinement should be the primary focus of operators in order to best serve the business and all the people that rely on it. Looking out at all the areas of the roasting space, it can be overwhelming to begin that journey, so today we are talking with one of the best practitioners of roastery engineering, Scott Stouffer, CSO of Probat! As CSO at Probat SE, Scott Stouffer leads sales globally for Probat Coffee. Scott was previously the VP of Sales and Service for Probat Inc., the US subsidiary of Probat. Scott previously worked in supply chain operations for Starbucks Coffee Co and in R&D for Kraft General Foods (now Mondelez). Scott has a BS in Chemical Engineering from Purdue University, West Lafayette, IN. In our conversation we discuss: Managing and engineering efficiencies in coffee roasteries and why it is crucial for optimizing processes and meeting environmental requirements Compliance with regulations and permits for all roasteries, regardless of their size Technology and automation play a significant role in improving workflow and maintaining consistent quality Various considerations for roasting operations based on scale, location, and customer requirements Tips on maximizing the use of space in the coffee roastery Schedule roasting days based on workload to optimize labor efficiency Seek advice and gain insights and solutions from industry peers fore improving operations Reducing waste and optimizing processes Links: www.probatusa.com Scott on LinkedIn Related Episodes: 286 : Coffee Roasting Best Practices w/ Scott Rao RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee RoR # 22 : Master Insights on Roaster Maintenance and Care w/ Doug Graf, Vintage Coffee 361: Managing Roastery Relationships and Logistics w/ Corey Turner of Andytown Coffee Roasters RoR #9 Inside the Roaster's Tool Kit w/ Kat Melheim of Black and White Coffee and The Coffee People Zine Thank you to our amazing sponsors! Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

Numbers tell a story, but not the whole story. Though the number of times someone purchases an item on your menu may indeed mean that they prefer it to other options, what data cannot tell us is whether or not customers who generate those numbers are truly enjoying what they receive or are they quietly tolerating it. Today on Shift Break we will be talking about the need for cafes to fill in the details that numbers alone cannot and why our main focus should be to be connected to the customer experience in the real world of the shop over and above the digital record of their experience on a graph in the office. 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 Listen to related episodes: Reasonable Expectations Proactivity in the Owner - Manager Relationship Blood Sucking Bosses! Things the Owner Can't do for You 427 : Encore Episode: What you MUST Know About Employee Culture w/ Stan Slap 366: A Conversation w/ Chris Baca of Cat and Cloud Coffee 291 : What to do if Your Baristas Wont Listen to You 067 : 6 Truths About Power : The Responsible Approach to Power Dynamics in the Cafe 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

Two of the most important things that help coffee farmers are market access, and being able to invigorate the younger generation to work in and advocate for coffee farming. While at the SCA Expo in Chicago this year I tasted some amazing coffees from Colombia that were presented by today's guest who has taken one the challenge to represent her family's farm and many other small farmers in Colombia while also inspire the next generation in the process. Yolima Taborda Rojas is the founder of Paisa Coffee and a native Colombian and daughter of coffee farmers. Her dream has always been to share the love she has for coffee with the world. I believe the best cup of coffee is achieved when both farmers and roasters work together to improve quality and add value. ‍ Yolima was born and raised on Finca la Vega farm, which is currently one of Paisa's partner farms. At Paisa Coffee they have some of the most special coffees to offer to the world. Coming straight from origin gives Yolima the opportunity and honor to speak on behalf of her family and neighbor farmers to share with coffee roasters what they want to show and what they have to offer through long-standing relationships with coffee farmers in Colombia We cover: Growing up in a coffee family in Colombia the importance of education and the value of coffee to their livelihood. Yolima's journey from the farm to college in Medellin and eventually to the United States Discovering the potential of direct trade and started her own coffee business, bridging the gap between farmers and roasters. The importance of feedback from roasters Why managing risk in the coffee business requires a conservative approach and a willingness to experiment with smaller changes. How education and technology play a key role in empowering the next generation of coffee farmers. Why supporting both specialty and commercial coffees is important for the sustainability How consumers have the power to drive change by asking questions, seeking information, and supporting ethical and sustainable practices Links: https://www.paisacoffee.net/about @paisacoffeellc Related Episodes: 319 : A Conversation w/ World Barista Champion, Diego Campos of Colombia! 103 : The Colombian Coffee Connection w/ Ervin Liz Sustainability Series #2 : Importing & Roasting 335: A Better Business Model for Coffee Farmers w/ Thaleon Tremain of Pachamama Coffee Thank you to our amazing sponsors! Get the best brewer and tool for batch espresso, iced lattes, and 8 minute cold brew! www.groundcontrol.coffee The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com