Keys To The Shop : Equipping Coffee Shop Leaders

It is a new era is specialty retail coffee. Great coffee can be found very easily in most major cities and people are making better coffee at home than they ever have. Add to this the ubiquity of RTD (Ready to Drink) coffee and a wide variety of convenience products. The retail coffee shop, with baristas making drinks and serving those drinks to customers, sits amongst this saturation with a problem, how do we create value? How do can you win in specialty retail coffee? On this episode we are going diving into some extremely important ways that you can not only stand out in a crowded marketplace, but give the customer unmatched value that draws their repeat business, and you sustainable success. Enter with an open mind and determine ahead of time, that if something resonates with you, that it will be the first step of your consistent pursuit to apply it and let it change you and your business. We talk about: Hospitality as priority Why convenience products are actually an indictment of the cafe Values and your digital identity Keeping marketing promises True accessibility and death of ego Listening to your customers Leadership reformation in the shop Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

The world of hospitality is filled with people who are either a great fit for the field, or not. Problem is that, for the number of coffee shops in operation today demand for great people is way higher than the supply. So how do we make sure we are hiring the best fit for our business? Today on shift break we will be exploring the number one most important thing you need to discover about a person before bringing them on to the team. Related episodes: 329 : How to Teach Company Values to Your Staff 301 : Hiring and Training for Excellence 278 : Making great Hiring Decisions 018: Hiring, Culture, and the Future of your Shop 366: A Conversation w/ Chris Baca of Cat and Cloud Coffee 014 : A Barista's Guide to Advancing: How to take full advantage of where you are and set yourself up for success in coffee The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

As professionals, our communication about coffee is only as good as our ability to truly tune in to the message that emerges from the many different voices that give shape to the story of coffee. In the noisy world innovating ways to connect people with meaningful narratives is crucial. Today we are going to talk with someone whose coffee subscription project invites people to interact with coffee in a new and unique way by blending quality coffee with interviews captured on vintage audio. I am so happy to welcome Alexander Roach of Boycott Coffee and the Alphabet Book of Coffee! Since 2010, Alexander has worked behind coffee bars in both Memphis and Seattle. In that time, he has ventured into owning/operating a cafe and roastery, Boycott Coffee, in Memphis, Tennessee. The Alphabet Book of Coffee is a independent project with a goal to produce an audio/tasting series that gives people an out-of-the-box exercise in how they consume and share coffee narratives. In our conversation we will discuss communication, how we learn, curating content, exploring deeper stories, and how we can lean on creativity to truly connect with people about and over coffee. Links: www.boycott.coffee https://www.alphabetbookofcoffee.com/ Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Ever wonder what's behind the fridge? Most of us have had the unique "pleasure" of finding out. The build up of cup lids, loose change, grime, and other organic matter / creatures is a great illustration of how we tend to avoid things that are out of sight, yet left un attended will have a negative impact of everything. On today's Shift Break we will be talking about how this applies also to the deeper integral parts of the cafe(leadership, communication, systems, culture etc) that we tend not to tend to but left un attended, they build up their own kind of grime that impacts everything. It's all about building with structural integrity from the foundation to the facade. Related Episodes: 181 : Organizational Self-Knowledge 293 : Thoughts on Defining Professionalism Excellence In The Things We Hate The Impact of Absence 2 Qualities of Quality Baristas The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Coffee is all about human connection. That we get to create both the beverage and the experience people have when enjoying it is at once a great responsibility, a joy, and an opportunity to change lives through our hospitality in each interaction. In our daily pursuit of providing this special moment we must start with a dedication to our craft and care for people that in many ways could be considered "Unreasonable". I am thrilled to welcome to the show someone who has created these moments for guests at the highest levels of global hospitality and is on a mission to champion "Unreasonable Hospitality" as a framework and philosophy that will benefit to anything we set our hearts and hands to do. Such a pleasure to welcome, Will Guidara! Will Guidara is the founder of Thank You, a hospitality company that develops world-class destinations and helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. Under his leadership, the restaurant received numerous accolades, including four stars from the New York Times, three Michelin stars and in 2017 was named number one on the list of the World's 50 Best Restaurants. He is also the cofounder of the Welcome Conference, an annual conference that brings together the best minds in the world of hospitality. A graduate Cornell University, he has coauthored four cookbooks, was named one of Crain's New York Business's 40 Under 40, and is a recipient of WSJ. Magazine's Innovator Award. In his latest book, Unreasonable Hospitality, he shares many of the lessons about service and leadership he learned over the course of his career in restaurants, and makes the case that any business can choose to be in the hospitality industry by taking ordinary transactions and turning them into memorable experiences. In the conversation we explore Will's own development and pursuit of hospitality through his career in restaurants, the birth of the idea of Unreasonable Hospitality, and the nuances of how it is applied in both life and the work of serving others. We cover: Choosing to focus on hospitality What is "Unreasonable Hospitality"? Applying the practice to your daily work Managing your own emotions as you serve Being the "Best" for the right people How to gain buy-in from a younger work force Metrics to focus on for hospitality Can we kill hospitality through systems? Staying motivated without awards Links: www.thankyou.nyc https://www.unreasonablehospitality.com/ https://www.thewelcomeconference.com/ Instagram: @wguidara Related episodes: 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner 424: Developing Menu and Hospitality Guides 058 : Holiday Hospitality 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters 224 : Essentialism: Focusing on what truly Matters w/ Greg McKeown 314 : The 6 Essential Qualities of Coffee Shop Leaders Keys to the Shop Coaching and Consulting! Click here to schedule a free consulting discovery call with KTTS Click here to book a formal one-on-one consulting call! Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com

Steve Lee, a seasoned coffee expert with a rich background in roasting and education, shares his insights into training the next generation of roasters. He emphasizes the need for effective mentorship and hands-on learning, discussing his personal journey from barista to roaster. The conversation dives into innovative practices at Intelligentsia and tailored teaching techniques that enhance understanding. Lee advocates for nurturing talent through open communication and continuous growth, ultimately striving to elevate the coffee industry.

Now that you are the boss, manager, trainer, or leader, there is a lot of pressure to perform and prove yourself to those your lead AND to yourself. It is easy to question your legitimacy and fall prey to imposter syndrome. "I need to have the answers" is a thought that haunts us as anything less means we are not the right one for the job. On today's Shift Break we will be talking about how we can overcome these thoughts and help others do so as well, by shifting our mindsets about what it is that makes us the right person for the role in the coffee shop and embracing discover as one of our main acts of service. Related Episodes: 373 : The Owner's Role: 5 Behaviors for Effectiveness 420: Design Meaningful Roles in the Cafe The Affirmation Vacuum : How to make positive reinforcement a corner stone of your leadership and communication The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co.

Welcome to Part 2 of the Coffee Fest live on the show floor interviews from Anaheim, CA 2023! This time we are starting off with an interview with Steve Chang, Founder of Copa Vida Cafe! Currently the owner of Copa Vida Café (10 locations) as well as it's sister roasting company, True Beans Coffee Roasters and it's parent, HNF & Associates, Steve Chang has been in the Food Service business for over 17 years. He loves the Specialty Coffee world and feels a calling to create community through coffee, tea, and great food. In our conversation we talk about what it takes to open a successful coffee shop that also integrates food as well as the values and lessons that have been keys to Steve's success. Links: https://copa-vida.com/ Next we get to talk with Jon Ferguson of Coffee Tech Central! Jon Ferguson has been professionally involved within the coffee industry for over 15 years. Following his first specialty coffee cupping in 2005, he established and sold a small roasting company and continued his passion as a coffee buyer and broker for several national coffee programs. During his time as a barista, roaster, business owner, green buyer, and broker, he found a passion for the tools, equipment, and technology that allows our industry to thrive. In 2020, Ferguson established Coffee Tech Central where he focuses on espresso equipment sales, service, and support. Ferguson doesn't just sell equipment, he strongly advocates for his customers long term success through sharing industry experience, coffee knowledge and professional networking Jon and I discuss the ins and outs of buying used equipment. This is a conversation you don't want to miss! Links: https://www.coffeetechcentral.com/ Related episodes: 238 : Leading, Hiring, and working with your Coffee Tech w/ Hylan Joseph 375 : Founder Friday! w/ Roland Horne of WatchHouse 414: Secret Ingredients for a Successful Coffee Shop Sponsor: www.coffeefest.com

Welcome to Part 1 of the Coffee Fest live on the show floor interviews from Anaheim, CA 2023! It was a pleasure to kick things of with coffee legend and returning guest, Kenneth Davids! Kenneth has been involved with coffee since the early 1970s and has published three books on coffee, including the influential Home Roasting: Romance and Revival, now in its second edition, and Coffee: A Guide to Buying, Brewing and Enjoying, which has sold nearly 250,000 copies in five editions. His latest book, 21st Century Coffee: A Guide, is an unprecedentedly thorough survey of specialty coffee in all of its aspects, authoritative yet engaging. Ken's workshops and seminars on coffee sourcing, evaluation and communication have been featured at professional coffee meetings on six continents. He is Professor Emeritus of Critical Studies at the California College of the Arts in San Francisco. In 1996 he was awarded a Special Achievement Award for Outstanding Contributions to Coffee Literature by the Specialty Coffee Association of America. In our conversation we discuss emerging coffee processing, the evolution of consumer coffee culture and the inevitable adoption and accessibility of experimental coffee. Links: www.kennethdavidscoffee.com Next we here from Madeleine Longoria Garcia of Pacific Coffee Research! Madeleine is an owner of Pacific Coffee Research - a coffee roastery, education center, and consulting company based in Kailua Kona, Hawaiʻi. She has worked in coffee since 2010, filling a myriad of roles from barista to cafe manager to coffee picker! With Hawaiʻi as her home since 2014, she is active in the local coffee community as a committee chair with the Hawaiʻi Coffee Association and board member of the Synergistic Hawaiʻi Agriculture Council. Madeleine believes access to information and education is at the core of building a more resilient coffee industry. We chat with Madeleine about the need for quality control programs both in the wider industry and right in your own coffee shop. This is a very useful conversation if you want to see your consistency and quality improve dramatically. Links: www.pcr.coffee Related episodes: 349 : Talking About 21st Century Coffee w/ Kenneth Davids 339 : What Good Barista Training Produces ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles Sponsor: www.coffeefest.com

In the face of necessary reality checks and the inherent ups and downs of starting and running a coffee shop, there must always exist the foundational idea that "You can do this" and "It is possible". That belief in possibility is what drives today's guest whoI am honored to call a good friend, Michael Ryan of Threadbare Coffee Consulting. Michael is a published author, international speaker, and Certified Business Coach. He is a Licensed Q Grader, SCA Certified Instructor, and Level 1 Wine Sommelier. He is also a Certified Health & Wellness Coach. Michael has over 13 years of experience in the coffee industry during which he has worked everywhere from the headquarters of Starbucks to local coffee companies. He spent 8 years as the Operations Manager for a multi-location cafe + roastery that was doing $5MM+ in annual revenue. Michael has been working with clients doing training, coaching, and consulting. His clients have included startups, importers, roasters, cafes, and companies doing all of the above. Michael is an expert in building a healthy cafe + roastery business that takes great care of people, starting with the owner. In our conversation we talk about Ryan's work to help people build great businesses and what the key principles and practices are to achieve success and fulfillment in the process. Links: https://threadbarecoffeeconsulting.com/ @Threadbarecoffeeconsulting Related Episodes: 374: Opening a Coffee Shop: Fantasy vs Reality (w/ bonus commentary)" 414: Secret Ingredients for a Successful Coffee Shop 302 : Data's Roll in the Success of your Shop w/ Mark Calhoun and Jim Strarcev of Perfect Cube 129 : Founder Friday w/ Casey & Jeremy Miller of The Mudhouse, St. Louis, MO 108 : Founder Friday w/ Dorian Bolden of Beyu Caffe in Durham, NC 283 : 5 Bad Reasons to Open a Coffee Shop Key Holder Coaching Group is launching in September! 🔑 Key Holder Coaching Groups will be hosted by myself and consist of a curated group of 5 coffee shop owners. ​ ​🔑 We will meet together 2x per month for 2 hours over a 6 month period. ​ ​🔑 This structured group will allow each member to have multiple hot seat opportunities to present specific issues to the group and gain insight, feedback and direction to help them develop themselves, their people, and their business. ​ ​🔑 In addition we will be consistently updated on each others progress and have opportunity to speak into each others lives. ​ ​🔑 Key Holder Coaching members will have access to each other via the Signal app as well. ​ ​I am very excited to begin what I believe will be the first of many groups! CLICK HERE to fill out the application to join the group Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com 30 years of resourcing you with the best products and education! www.coffeefest.com Use Code: "KEYS" for 50% General Admission