When a customer comes into our bar they expect that they will be taken care of and the best cafes strive to get the details of the guests visit right. Over time though, there is a migration away from the details. The customer begins to be familiar and with that familiarity there is a falling off of the vigilance and attention to detail that was what made them a customer in the first place.  Today we chat about this phenomenon and how we can re center our service to our best customers so they continue to feel cared for.         Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop   Clean that equipment with Urnex! www.urnex.com  

The most confusing moments in the day are when the shifts switch. People finishing tasks, gathering items to leave, and others coming in tying to get caught up to speed, get situated, and find their place. It can get chaotic and customers are often left wondering which one of the haired people behind the bar is going to notice that thy are waiting to be served. It rarely goes very well Unless of course, you have a plan. That is exactly what we are going to talk about today in this episode. With just a little bit of intentionality and communication we can take what is usually a tangled mess and straighten it out to something that sets up the staff for success and the customer for a good experience even if they do happen to show up during the switching of the shifts.   Links to related episodes: Working Clean(Shift Break) 4 Keys to an Effective Checklist(Shift Break) SOPs FTW You Need SOPs (Shift Break)    

From the Founder Friday vault we are diving into the subject of how to care for your staff, staff culture, and setting up yourself and your people for success with amazing past guests Lauren Crabbe of Andytown Coffee Roasters San Fransisco, Dorian Bolden of Beyu Caffe and Beyu Blu,Durham, NC -Jonathan Rubinstein of Joe Coffee Company NYC, and Kathy Turiano of Joe Bean Roasters in Rochester, NY.  I have pulled out some clips from each of these amazing founder's episodes that will address this subject. We have now had 30 conversations with some amazing founders here on the show and one of the things they all have in common is that the care for their people is of primary importance. In fact, the cornerstone of the most successful shops is that they are in constant, substantive conversation with their staff about their needs and the needs of the shop as they experience it.  I hope will inspire you to make the care for your staff a tangible and consistent foundation of your leadership and business.  LINKS: Founder Friday w/ Lauren Crabbe of Andytown Coffee Roasters www.andytowncoffeesf.com   Founder Friday w/ Dorian Bolden of Beyu Caffe / Beyu Blu www.beyucaffe.com   Founder Friday w/ Jonathan Rubinstein of Joe Coffee Company NYC www.joecoffeecompany.com   Founder Friday w/ Kathy Turiano of Joe Bean Roasters  www.joebeanroasters.com  

Sometimes it seems like everything is crashing down around you. You break a cup, your co-workers are annoying you, customers are frustrating, you're tired, you can sense that your are 2 seconds away from biting someone's head off, and it's only 8am! In short you feel like you're about to lose it.  We have all been there. The question is, how do we get ourselves out? How do we overcome this thing that threatens to overcome us?  Today we chat about some powerful things to do to reclaim emotional control of this familiar situation and I share a bit about my personal struggle with anxiety, and how the tools detailed in this episode have helped both on the bar and in life.       Inventory Magic with ODEKO! odeko.com/keystotheshop   Clean that equipment with Urnex! www.urnex.com      

When we listen, we tend to stay on the surface of what is being said but rarely ever venture into the deeper meaning of what is being communicated. This means we enter into dialogue with staff and customers only hearing a fraction of what can be perceived and as a result our personal and business relationships fall short of their potential.  Today we are going to take our listening skills to the next level and learn about the art of "Deep Listening" with our guest, Oscar Trimboli.  Oscar is an internationally recognized coach, mentors and speaker who spent over ten years with Microsoft Office leading the Australian division to great success. He created extraordinary opportunities for  through the "Microsoft Protege" program that gave young professionals in the company access to mentors and coaching.  Oscar is also the author of the new book "Deep Listening: Impact Beyond Words". In this book Oscar codifies into a very intuitive and easy to understand format the art of becoming and taking on the practice of being a Deep Listener. It is essentially a field guide that will transform you from the inside out and take your communication skills to a level that honors and explores the depth of each conversation you have.  In this conversation you will learn: The 125/400 rule How we miss each other in conversation Overcoming distraction The cost of not listening Simple actions to change of your physical state to prepare for listening What we gain from deep listening Tactics for fixing the way we listen Why listening to yourself is the first step The 5 levels of listening The 4 villains fo listening Please do yourself and everyone around you a huge favor by visiting Oscar's website: www.oscartrimboli.com Download the 5 Levels of Listening and buy the book: Deep Listening: Impact Beyond Words   Here are some related episodes: Shift Break: Feedback Culture Solving Co-Worker Conflict Confidence in Conflict  Shift Break: The One-on-One        

This phrase is rarely heard in the cafe, especially not from leaders. Too many shop cultures are void of genuine and humble apologies as those with authority wrongly suppose that doing so would compromise their position. Nothing could be further from the truth. Today we will chat about the power of a good, heart felt apology, and three do when measures to take if you want it to make a difference.  This is such an important leadership skill and one that, if practiced well, can stop a huge number of dysfunctions from springing up further down the road.      Manage your inventory with ODEKO! odeko.com/keystotheshop   Clean that equipment with Urnex! www.urnex.com  

For so many people cold brew is the first step into the world of specialty coffee. In order to truly serve our customers well we need to make sure that, when we offer cold brew, we do it in a way that is engaging, fun, relatable, and helps showcase to them the vast possibilities of specialty coffee. Well, today we get the privilege to talk with the someone who has spent year exploring, tasting, and talking to creators of some of the best cold brew out there. Rachel Dillon is the host of "The Cold Brew Chick" podcast. A show that takes a deep dive into the multi-faceted world of cold brew and the story of those who produce it. Today she sits down with us and gives us 6 tips on how how we can level-up our cold brew game from all that she has learned from her own conversations and experiences as the ultimate cold brew consumer You will learn about: Why Nitro may not be for you What immersion cold brews can offer The power of samples  Flash chill vs cold brew The importance of integrity in marletign How to stand out when you bottle your cold brew Helpful and customer focused mentalities toward cod brew    Links: www.coldbrewchick.com Instagram     Related episodes: Consumer Revolution Decoding Decaf 10 Reasons to Love the Customer  

Huge problems come up for staff and customers when we are not on top of the may unique situations that spring up on the bar. In spite of trying to be preemptive and plan for all possible scenarios you will have baristas who make drinks differently, customers who are not charged for things they should be charged for, and many other types of exceptions that will be made on the bar without your knowledge. Customers end up frustrated at inconsistency and baristas end up confused. Today we are chatting about actions you can take to manage these exceptions now before they develop into toxic traditions later.    Manage your inventory with ODEKO! odeko.com/keystotheshop   Clean that equipment with Urnex! www.urnex.com  

There is no better feeling than when the cafe gets busy, the pressure is on, and you and your fellow baristas dig deep, communicate well, get orders out quickly, accurately, and keep the bar clean in the process. You just crushed it!  This is the idea behind La Marzocco USA's amazing team based competition, Crush the Rush. A competition who's aim is to re-create a rush in a cafe under but with even more pressure than normal and to test team's ability to handle that pressure with professionalism and grace.  Today we get to talk to the one and only, Josh Littlefield, Events Manager for La Marzocco USA & the man spearheading Crush the Rush and its 2nd country wide tour.  In our discussion we chat about the competition's creation, goals, format, and the lessons we can learn from the both the mistakes and successes of the many teams that have all competed in Crush the Rush.  You will learn about: Grace under pressure Recovery from mistakes Accuracy and speed Good communication when it counts Handling unforseen challenges The importance of cleanliness and organization  Be sure and follow the link below to find more info about signing up for Crush the Rush! LINKS: La Marzocco USA Instagram La Marzocco USA Blog   Listen to these related KTTS Episodes: Crushing the Rush   Drink Drills! Working Clean Order out of Chaos    

Caring for staff is one of the main functions of leadership. Unfortunately, the reality experienced by baristas the world over is that of a dysfunctional, ambivalent, sometimes toxic, or even abusive culture that disregards the welfare and voice of the employee and safe guards the disfunction of the system and the people who run it. Today we chat about how to approach this problem in a proactive way and the mindsets that will put you on the right path for properly care for the people who care for the shop.  Links: For more info and stories from the group of baristas that inspired this Shift Break please follow: @coffeeatlarge on Instagram   Below are curated links to past episodes that will act as a primer for being a great leader in the cafe: #67 : 6 Truths About Power #121 Working From Your Strengths #4 Leadership in the Cafe :10 steps to being a People First Leader #109 Leadership Abandonment Syndrome #13 Leadership and Management Master Class w/ Eva Attia #105 Leadership and Management Masterclass w/ Maria Cleavelend #28 Why It's OK to be the Boss w/ Bruce Tulgan #55 Personal Growth and Development w/ Jared Truby #18 Hiring, Culture, and the Future of your Shop #80 Changing Things in the Cafe   Shift Breaks: Don't You Forget About Me Would You Hire You? Self-Betrayal and the Art of Action People Not Objects Building Empathetic Systems Please Clarify Acceptance of Dysfunction  The Affirmation Vacuum  Toxic Vulnerability The One-on-One Manager Top 3    

The sustainability of the barista profession is a subject that needs to be talked about more. Trouble is that we have accepted that the kind of turn-over we see within the ranks of baristas is how it will always be and cannot be helped. In truth, much of what contributes to a barista leaving their job or leaving coffee is entirely preventable by focusing on "Baristastainability" My guest today, Jenna Gotthelf, is an 8 years specialty coffee veteran and educator with Counter Culture Coffee. Jenna spearheaded this critical professional development project that is based on the results of a globally circulated survey of owners, managers, and baristas. The survey asks professionals about their training, being valued at work, human resources, compensation, working conditions, and other very pointed questions that shed light on some root causes for employee turn-over and professional burn-out.  In this conversation we will be talking with Jenna about some of the results of the survey and what kinds of actions and steps can be taken to correct course and build a more sustainable barista profession that in turn builds a stronger retail coffee industry.  This is important work and I am so glad for Jenna taking this on!      LINKS: The presentation "Baristastainability" will be available at the link below soon. Stay tuned! www.counterculturecoffee.com/learn   

Drive-Thru coffee stands play a huge part in spreading the good word of specialty coffee. The convenience they offer makes both consuming coffee and getting into the business of coffee more accessible. Today on Founder Friday we are talking with a real drive-thru success story,  Jasmine Diedrich Wilson, Owner of the Diedrich Espresso!  Jasmine started the company at 19 years old and has been at it for eight years. She started with two stands and now has a whopping sixteen. This is an all women owned and run organization that not only serves great coffee and hospitality to their customers but also gives back the their community every chance they get. Jasmine is a wonderful business woman who, in the beginning, learned a lot of hard lessons and has since developed an inspirational skill for leadership, management, and the know how to run a multi-site coffee business. We will learn about: Jasmine's story and the evolution of Diedrich Espresso Leading by empowering others Overcoming your past leadership mistakes Dealing with criticism for how you got your starting capital Elements of a successful drive through Curating the culture across multiple locations Ideal drive-thru menu Achieving hospitality in a drive-thru What are the financial standards for determining staffing levels? Choosing locations  ENJOY!    Links: WWW.DIEDRICHESPRESSO.COM 

As your competition increases, standing out becomes more of a struggle. We chase ways to be unique and often we grab hold of trends, products, and concepts that end up looking more like desperation than authentic expressions of your business and brands. Today we chat about the fact that differentiation, the kind that matters most, comes with time and is well worth waiting for.   _______________________ Take a moment and visit our awesome sponsors!  The best cleaner for your coffee equipment:  www.urnex.com Amazing AI purchasing agent that predicts, fulfills, and manages your shop inventory!  www.odeko.com    

Managing money can be super stressful. This is especially true when you own and operate a coffee shop, the margins are thin, and there seems to be more going out than coming in. To help us work through our approach to our money we are talking with the Emmy Award nominated and Gracie Award winning financial analyst for CBS News, Jill Schlesinger!  Jill is the host of the "Jill on the Money Podcast" of the nationally syndicated radio show, "Jill on the Money" which one the 2018 Gracie Award for best national talk show.  Jill appears on CBS radio stations all over the country and covers the topics of economy, markets, investing, and all things financial. She translates complicated business and economic news into understandable relatable topics for everyday people.  Jill is also the author of the new book, "The Dumb Things Smart people do with Their Money" where she reveals 13 costly mistake we are likely making right now with our money and how much of what causes us to make these mistakes are emotional blindspots related to our mindset on toward money.  We dive into this idea and more in this episode as Jill details smart and stable ways to approach money. The result is a conversation that will definitely set you on the a course for a more peaceful relationship with your finances.  In this conversation you will learn about: Developing a balanced mindset toward money Achieving and enjoying your goals  What mistakes small biz owners make Why it’s important to pay yourself  Developing endurance as an entrepreneur Who to take advice from A framework for making decisions  Good practices once you are profitable Investing in your employees and business Creating an environment consistent with your values Setting the financial tone in your business  LINKS: www.jillonmoney.com    

Coffee is too cheap, and we all want customers to pay more for specialty coffee. How can we more effectively shift customers over to paying more, is it through higher quality or better experiences? Today we chat about why elevation of the customer experience is the ultimate leveraging tool for creating sustainable value and ultimately will be what determines whether people will consistently pay more. 

What we think and how we act are inextricably linked. In the world of hospitality how our views and assumption about others influences everything form how we serve customers -to who we promote to leadership positions in the cafe. A large part of what contributes to our behavior is actually under the radar and as such goes unaddressed. Today we making a conscious effort to tackle and talk about unconscious bias w/ special guest , Lauren Lathrop of Mill City Roasters!  Lauren works as part of the education team at Mill City Roasters in Minneapolis, where she recently moved after 10 years in Portland, OR. She is an Authorized SCA Trainer, a Head Judge for the United States Barista Championship, and a certified judge for both the World Barista and World Brewers Cup Competitions. She has worked in the coffee industry for over 12 years as a barista, assistant manager, and retail coffee educator. She has also competed in Barista Competitions, earning a spot in the finals at the 2012 Northwest Regional Barista Competition. She now serves as Vice Chair for the US Barista Competitions Committee and has developed a number of new training programs for competitions, including an Unconscious Bias Training for Judges. In todays episode you will learn about: The evolution of the Unconscious Bias Training and its impact on the competitions Our tendencies for bias in customer serve and in the shop Why unconscious bias is not intrinsically bad What can do to address it personally What we can do to address it systemically Helpful mindsets to adopt in the journey to explore unconsious bias LINKS: www.millcityroasters.com Lauren's email: [email protected]  

Everyday we have the opportunity to act on thoughts we have that would benefit others and never follow through. There is a whole world of encouragement lying dormant inside each of us that could greatly contribute to harmony within the bar and ease the relational tension that is such so prevalent in cafes around the world.  Today we discuss the concept of self-betrayal and how not engaging in it can bring everyone to a higher level.    www.keystotheshop.com [email protected]  

Being a manager in coffee ain't easy. There is no end to the number of different issues vying for your attention on any given day and it can seem like you are constantly trying to keep your head above water. Managers are the most important leaders in specialty retail and in order to do our best work we need to learn from the example of others. Today get to learn from the experiences of someone who has seen great success in cafe management, Jon Felix Lund. Jon has been in coffee for close to 15 years and Currently VP Of Operations for Coava Coffee Roasters in Portland, OR where he has spent the last 6 years. He started as a trainer and quickly moved into management from there. With an emphasis on developing his team, constantly improving communication, and deftly planning for the future the things that he will need to succeed, Jon is the perfect person to help us learn in this management masterclass Some of the things you will learn:  Relying on your team Delegating responsibly  Focusing your time Good communication Planning out your time Coddling vs challenging staff Vulnerability as a manager Finding system solutions. Embracing confrontation Advancing as a barista Where ever you are in your journey as a manager you are sure to get something useful and empowering from this conversation. Enjoy! LINKS: www.coavacoffee.com www.thegreatnorthpdx.com     Have questions or comments? Want training or consultation?  [email protected] www.keystotheshop.com    

Sometimes we can give ourselves a pass when it comes to being the type of professional that we want employees to be. Practicing self-awareness is tricky when the work continually distracts you but it is necessary in order to not become a hypocrite at work. Today we talk about why it is important to ask yourself this question and what to do once you have answered. 

The beautiful thing about coffee is getting to explore the stories of all the wonderful individuals who make up the specialty community. Today we we do just that.  In this series of four short interviews from the show floor at Coffee Fest Indianapolis we get to sit down with Stephen Garcia, General Manager at Commissary Barber & Barista, Indianapolis, IN  / Andy and Sarah Hassler, Owners of Blue Mind Roasting, Indianapolis, IN / Lizath Zorrilla, Co-Owner of La Finca Coffee House, St. Francis, WI  / Natassa Contini, Owner of the nations first dog cafe, Chateau Le Woof  in Astoria, NY As we dive into their stories we get to hear about the pressures of ownership, self-care, team management, pursuing opportunities operating a hybrid model cafe, delegation, confronting racial bias in the shop, growing a business sustainably, managing power dynamics between boss and employee, and a whole heck of a lot more.  I hope you enjoy getting to know these folks. I definitely think you will find something that will encourage, inspire, or equip you for the road ahead no matter where you are in your coffee journey. LINKS: Commissary Barber & Barista Commissary IG  Blue Mind Roasting Blue Mind IG La Finca Coffee House La Finca IG Chateau Le Woof Chateau Le Woof IG   WWW.COFFEEFEST.COM  Need consulting or training for your shop? Lets talk! [email protected]    

“Like walking into your granny’s kitchen.” That’s the goal Andytown Coffee Roasters founders Lauren Crabbe and Michael McCrory have for what people experience when they walk into their shops in the Outer Sunset of San Fransisco.   Starting as a single 600 sq ft shop, Andytown currently employs 49 people over 5 locations— four public-facing coffee shops and one private office cafe. All pastry, baking and coffee roasting is done in-house and they have a thriving wholesale  business as well.  Today we get the honor of sitting down with co-founder, Lauren Crabbe to hear a detailed account of the founding, evolution, and the values that drive Andytown Coffee Roasters. This is sure to inspire!  In this episode you will learn about: The challenges and pleasant surprises that arose when Lauren and Michael first opened.  The value of starting small Connecting with customers Delivering genuine  hospitality even when busy The importance of delegation How they have grown their business Lauren's metrics for business success Links: WWW.ANDYTOWNCOFFEESF.COM INSTAGRAM  

Tracking staff performance can be difficult when you are putting out fires and being pulled in a thousand different directions. Things fall through the cracks and that means we miss growth opportunities with staff who end up feeling forgotten about and not noticed. Today we talk about this issue and how to take action so you can track progress and deliver specific and meaningful feedback that will bring clarity for yourself as well. Links: Shift Break: Leadership Abandonment Syndrome     Do you need help in your shop? Reach out!  [email protected] www.keystotheshop.com/consulting  

Less Bitter, More Glitter. That is one of the mottos for Glitter Cat Barista, a new barista competition training program designed to give  marginalized and underrepresented communities the resources to shine on the competition stage and address the problem of representation in the USBC.  In it's first year Glitter Cat has made substantial impact on the diversity seen in barista competitions with four of the ten participants advance from qualifiers to nationals where two first time competitors made it to semifinals and one third-year competitor made it to finals.  All of this is the brainchild of today's guest, T. Ben Fischer. T. Ben is a 6 year coffee industry veteran and has placed 2nd and 3rd in the USBC (2018, 2019) He is currently based in New York City as a Coffee and Retail Trainer for Blue Bottle Coffee. He joins us today to talk all about Glitter Cat's founding, the journey he has been on, and the lessons learned along the way. In this episode you will learn: T.Ben's professional history and the catalyst for Glitter Cat What Glitter Cat does, and how it addresses the problem of representation in competitions, what it has accomplished in the 1st year.  What support and resource can do Lessons for how to organize and take action on what is important to you Being prepared for the ups, downs, and nitty gritty tasks  What owners can do to open their doors to and support underrepresented people. Plans for year 2 at Glitter Cat I am so glad we got to have T. Ben on the show. He is a great example of what one person with a vision and the willingness to act can do to make a difference.  Enjoy! LINKS: WWW.GLITTERCATBARISTA.COM Instagram   www.keystotheshop.com/glitter [email protected]  

Communication is the cornerstone of a harmonious team. Problem is that we tend to see things that need correction and don't feel comfortable bringing them up to each other. Today we chat about how a mutual agreement between coworkers can help propel growth and prevent strife. Links: Shift Break on Gossip Solving Co-Worker Conflict w/ Tom Henschel  

Decaf coffee has been much maligned over the years but it has been getting steadily better. What once was a joke amongst "serious" coffee nerds is now being focused on with the same care as its caffeinated counter part thanks to the efforts of companies like Swiss Water.  But while the death of "Death before Decaf" is eminent (I hope) there still remains a lot of confusion and bias around the subject and decaf drinkers around the world are suffering because of it. Today we welcome the amazing Mike Strumpf to the show. Mike is the Director of Coffee at Swiss Water Decaffeinated Coffee and has an impressive list of coffee credentials – a Licensed Q Grader, Education Coordinator for the Canadian Chapter of the SCA, Authorized SCA Trainer (AST) in Green Coffee and Sensory, member of the Coffee Skills Program (CSP) Green Coffee Creators Group, SCA Barista Competitions Group Past Chair, and Head Judge for the World Barista Championship to name a few. In this conversation he is going to give us an education and perspective shift on decaf and the critical role it plays in our specialty coffee community. Some of the things you will learn in this episode: How Mike's perspective has changed on Decaf since working with Swiss Water How the industry has shifted over the years to more fully embrace Decaf Swiss Water quality control measures How Swiss Water's Decaffeination process works Reasons why you should be embracing decaf Super practical tips for roasting and brewing decaf in your business I hope you enjoy this episode with a coup of decaf (or regular) coffee and that it helps you lean into what is a blind spot for so many of us.  Be sure and visit the link below to get Swiss Water in your business!  LINKS: www.swisswater.com    

Expanding to a second shop is exciting but it can complicate things when the move to grow is not based on a solid foundation. Today we are chatting about some helpful things to consider before you decide to make the leap. 

In a country torn by war one organization is literally sowing seeds of peace and hope through coffee. Mighty Peace Coffee is a next generation impact company working directly with coffee cooperatives in the Democratic Republic of Congo to end poverty and conflict, bring about economic transformation through community and capacity-building, and international advocacy.  Today we get to talk with 3 of the leaders of this organization: Liza Elena Pitsirilos, JD Stier, and Jim N. Ngokwey (See their bios below!) They take us behind the scenes of Mighty Peace and discuss the founding, evolution, mission, and challenges they face in fighting for the people of the DRC. We also discuss their quality control, approach to marketing, and what hey believe is needed from retailers to help smaller producing countries like the DRC gain more traction and success in the global specialty market. This is a great organization doing fantastic work and I hope you are inspired by this interview!     LINKS: WWW.MIGHTYPEACECOFFEE.COM Get roasted Congolese Coffee delivered : Patreon Monthly Membership  Mighty Peace Coffee on Facebook Email for green buyers: [email protected]      Guest Bios: Liza Elena Pitsirilos / CEO, Partner  Born and raised in New York City, Liza has developed her executive Midas touch as an expert educator, wellness leader, and successful entrepreneur, leading Fortune 500 corporate culture creation, coaching, and sales team retreats. After earning a political science degree from the University of Wisconsin, Liza spent the following decade working overseas with high risk communities earning a Master's Degree in Education, working with immigrant populations, and mastering the art of corporate leadership through facilitating workshops and trainings for over 200 companies. In 2018, she began her Mighty Peace Coffee adventure. Liza leads the all-women executive team from her homes in Madison and NYC, where she emphasizes family values, time with loved ones, respect for the land, environment, and planning sustainably for future generations. Liza leads health and wellness retreats for women in Miami, NYC, and all those a part of the Mighty Peace tribe.    JD Stier / Chairman, Partner Born in Atlanta Georgia in the 1970s, raised by a civil rights attorney father and catholic faith leader mother, and with social justice at his core, JD began visiting the African Great Lakes as a university student alongside his housemate, a refugee from African Great Lakes conflicts. Over the decades, JD has worked with local communities as an organizer, human rights defender, award winning documentary filmmaker, and an advocate ally for the Congolese-led development of local economies. Invited to keynote at Harvard, Yale, Oxford, LSE, and over 100 centers for thought and policy leadership, JD argues the key to Congo peace is in charting its own economic path forward.  After having been asked to support local coffee cooperatives, JD offered to assemble the international business and marketing team needed to support the Congolese coffee cooperatives as they transform local economies. JD served in the Obama White House and has founded and led myriad initiatives aimed at ending armed conflicts and spurring economic development, including Stand With Congo. JD lives in New York City and Madison, Wisconsin with his true love, Liza, CEO of Mighty Peace Coffee.    Jim N. Ngokwey / Partner, Business Development Jim N. Ngokwey was born in Senegal, lives in New York City, hails from the Democratic Republic of Congo and is a proud Pan-African. He is passionate about Africa, business and development and is committed to using his expertise and resources to empower African entrepreneurs and drive wealth creation. He is also actively involved in various non-profit organizations, as a management team member in Young African MBAs, a non-profit with a mission to bridge Africa’s management talent gap. He also proudly volunteers for Malaika, a school for girls in Kalebuka, in the Democratic Republic of Congo. As part of his work with the Sub-Saharan Africa Chamber of Commerce, he conducted an exploratory trip to the Democratic Republic of Congo to study the country’s business environment. The outcome was the DRC Investment Opportunity Report which focused on the risks and rewards of investing in SMEs in the country. He is proud to lead Mighty Peace Coffee’s Business Development and is excited to play a role in helping the organization reach its immense potential. 

We all feel awkward and impatient when we start in a new position. How we develop in these times will determine who and what we become later on. Today on shift break, a bit of encouragement and perspective to help those of you who have just been dropped into a new environment or a new role. 

So you want to start a coffee roastery. Well there is a lot that goes into it and an overwhelming amount of information you can access to help you along the way. Rarely, though, do you get the opportunity to sit down with someone who is expert in both roasting coffee as well as helping other people establish their own roasting businesses. Today we get that opportunity as we talk with the great, Jen Apodaca!  Roasting since 2005, she has experience on scores of different types of equipment, has roasted for Blue Bottle, Intelligentsia, and Royal Coffee. She is the Vice Chair of the Roasters Guild, the founder of #shestheroaster, and currently runs The Pulley Collective Co-Roasting space in Oakland and has launched her own roasting business, Mother Tongue Coffee.  She has helped countless people get their start in roasting, and today we get to count ourselves among those who have learned from her guidance.  In this episode you will learn about: Selecting a roaster What do you need to set up a roaster The pro and con of using the SCA cupping form Customer focused roasting Developing yourself and your coffees Responsible use of instruments Guidance for inventory The best mindset for success   LINKS: Jen on Instagram Mother Tongue Coffee #shestheroaster    

Sometimes hospitality opportunities are just inconvenient. Often times we straight-up struggle to do anything more than the basic requirements of our job let alone talking to customers or extending ourselves past what we feel like in the moment. Today we talk about this tension and how to handle it in a way that lifts everyone up.     LINKS: Shift Break: Laziness and the most important decision Simple, Powerful Hospitality  "The War of Art" by Steven Pressfield   

We don't like to hear negative feedback. We get defensive and immediately start looking for ways to dismiss it rather than digging in to see if there is value there. I get it, the coffee shop is your baby, you take you profession personally. Handled the right way though, negative feedback can be your best friend. Today on Keys to the Shop we are going to explore a 5 step process I have used for a long time to process critical feedback whether it is coming from a customer in the store, someone on Yelp, or from an employee.  LINKS: Coffee Compass Article: The Wrath of the One Star Review Shift Break: Stop Lying Shift Break: Creating a Feedback Culture      VISIT OUR SPONSORS! Pacific Barista Series Prima Coffee  

On this Founder Friday we are taking a look into the before and after of Torpedo Coffee in Denver, CO. I was able to interview Kyle Wells at the Coffee Fest trade show in Denver June 2018 before ehe opened his new shop. We then sat down and talked last week about how things have played out, what has he learned, and what advice does he have for others from the now 7 months of running Torpedo Coffee.  This episode is all about: What things look like in reality vs. the original idea Holding plans loosely Listening to feedback Pivoting quickly How to prepare yourself to embrace the things you cannot change or can't prepare for.  Torpedo is experiencing great success and is providing great coffee, connection, and community to their neighborhood. I am so thrilled to present this 2 in 1 interview with you today.  Enjoy!    LINKS: WWW.TORPEDOCOFFEE.COM Instagram Twitter Facebook     VISIT OUR SPONSORS! Pacific Barista Series Prima Coffee      

It is something we all do in ways we don't really think of as damaging. Lying to ourselves and others comes in the form of often well-meaning affirmation but, in the end, holds people back and erodes trust.  Today shift break we talk about how the lysing we do and the way forward toward a more truthful and trustworthy communication.   

Celina is about to celebrate her 2 year anniversary of joining the specialty coffee community having started with no knowledge of coffee as a roasting assistant at the great Merit Coffee in Austin, TX. Through hard work, curiosity, and integrity she has worked her way to head roaster and leads a team of people producing some of the best coffee you can find. Today we sit down and explore her story as a newcomer to coffee and what she has experienced in her first, very busy, 2 years as a coffee professional. In this episode you will learn: How to approach learning as a newbie How we put un helpful pressure on ourselves to look good How Merit supports its employees through opportunity and healthy systems of communication What Celina lessons Celina has learned  Tips for leading people Quality control principles for approachable coffee Celina's advice to people entering taking on new positions and challenges How owners can support their staff and set them up for success LINKS: WWW.MERTICOFFEE.COM  Merit Coffee on Instagram     VISIT OUR SPONSORS! Pacific Barista Series Prima Coffee        

"Just show them the ropes" is a phrase we use when giving baristas the extra responsibility of helping bring up a new hire. This usually is done with little warning and almost never with any extra compensation for the barista who now must work twice as hard. Today we discuss this practice of designating unofficial trainers in the on-boarding process and how to approach it in a fair way. 

We all want to extract the most out of our coffee. There are many methods and tools used to achieve maximum flavor but only a few machines offer innovation in a way that creates a substantial jump forward in brew quality and consistency. The Ground Control brewer is one of those machines and today we get to talk with the inventor of this machine, Eli Salomon, Co-founder and CEO of Voga Coffee.  Eli has roots in academia as well as in the coffee community having been on the ground floor (pun intended) of an innovative coffee equipment company then, seeing a need in the industry for higher quality batch brew coffee.  In this episode you will learn:  What led Eli to the world of coffee and equipment innovation What inspired the invention of the Ground Control brewer Details of how the brewer works to extract more than people though they could get from a batch brewer Extraction science and what sets it apart from others How this can brewer help sustainability and contribute to the cafe experience Eli's perspective on where the industry is heading and how the Ground Control is helping push things forward.  It was great to talk with Eli and learn more about this great brewer. I hope you enjoy this episode and check out the links below for more information on the brewer as well as a helpful map Eli has made for us to locate shops in the U.S. (and some international locations) where the brewer can be experienced.   SHOW LINKS: Ground Control Cyclops Information Sheet www.vogacoffee.com U.S.+ International Map of ground Control Brewers Instagram   Thanks to our sponsors! Pacific Barista Series Prima Coffee      

It's easy to write off someone and treat them in a way that dehumanizes for the sake of convenience. We tend to make ourselves out to be better, and others worse. Today we chat about treating people you work with in the cafe with like they are people...not objects.  *Stay tuned for next week's Shift Break as we talk about the problem with using regular staff to bring new people "up to speed" and my proposed solution.      www.keystotheshop.com/consulting      

Roasting is a hard job that happens behind the scenes. Even the championship itself is somewhat isolated from view! That is why I am  so excited to share this talk with you. Not just because we get to learn more about roasting but because we get to learn from the Champ herself, Shelby Williamson of Huckleberry Roasters, Denver, CO!  In our conversation today we explore Shelby's path into coffee roasting as a profession, what a day in the life looks like as head roaster at Huckleberry, how she goes about developing coffee profiles, her experience as a woman in the coffee roasting space, what has contributed to her success as a roaster, and of course details about the roasting competition and what she did to prepare for it and win.  This conversation is loaded with insights and advice and I hope you enjoy it!    Links: Instagram Huckleberry Roasters   HEY! Be sure to visit our sponsors at EXPO in Boston!  Pacific Barista Series: Booth #776 Prima Coffee: Booth #418

With an abundance of available resources we tend to horde knowledge and never truly apply it to our lives. Is our quest to learn getting in the way of our growth? Today on Shift Break we talk about how to learn and grow in a way that truly makes a difference.   

Want to know what goes into hosting a killer throwdown that energizes your baristas and brings the community together? Well your in luck because today we are talking with the creator of one of the nation's biggest and most successful throwdowns, Justin Shepherd! Justin owns Spencers Coffee in Bowling Green, KY and has been hosting the "My Old Kentucky Throwdown for 7 years. With a 64 competitor bracket, thousands in prizes, and 10s of thousands raised for autism awareness, this throwdown is one we should surely be learning from.  In this conversation Justin covers in-detail the most critical things you need to do to make sure your throwdown goes down without a hitch and is not just thrown together.  These tips are  super insightful, practical, and born from years of learning by doing.  Enjoy!   Links: www.spencerscoffee.com/kytnt Instagram  

Today on Founder Friday we get to hear from Haden Polseno-Hensley, Co-Founder of one of my favorite coffee companies, Red Rooster Coffee Roasters in Floyd, Virginia! The values that drive the company, the quality of the people, the way they invest in their community and staff, and the quality of their coffee... all reasons why I admire Red Rooster and am excited to share this interview with you all today.  We get to talk about the evolution of their business, learning how to roast coffee, revamping operations, how they divide the business between retail and roasting, what they do to invest in staff, the story behind opening a day care in their shop, and advice for roaster retailers.  Links: www.redroostercoffee.com Instagram    

When we think of the work we do on a daily basis we are not typically prone to describing it as "fascinating". For many of us it is a mundanity that we want to escape from. Today on Shift Break we are chatting about how a shift in perspective in the shop regarding the world we take for granted can help energize and sustain us. 

The Champ is in the house! 2019 U.S. Barista Champion, Sam Spillman of Dillanos Coffee Roasters joins me for this very special episode. In our conversation we discuss the evolution of her coffee career, her love for the community, what drives her as a professional, competition, challenges she has faced developing as a competitor, her first origin trip, balance in the pursuit of a goal, and what went into and inspired her stellar winning presentation. I hope you are inspired by this interview with Sam. She is truly a humble champion who is equal parts amazing technical skill and compelling professional passion.  Enjoy! LINKS: Instagram Sam's Performance Skip to - 5:13:40 in the live stream video www.dillanos.com  

Professionalism is a loaded word that has been discussed a lot lately. It is a trait many of us want to be perceived as having but are sent mixed signals from bosses or judges as to what is, or is not, professional. Today we chat about professionalism and the need for a nuanced understanding of it that celebrates diverse expression of it. I hope you take the time to reflect on this one as I often see this element being responsible for a lot of the stagnation in coffee retail today.   

It's an honor to welcome to the show the director of the 2nd Barista movie "Baristas", Rock Baijnauth! The first movie "Barista" was a huge success and brought the barista competition world to a very global audience. We are now only a month away from the release of the follow-up to that film, Baristas. In this episode I got to talk to Rock about the process involved in filming, the goals he and his crew had in making these movies, why highlight coffee as a film maker, who is in this film, what can we can expect from the movie, and what he has experienced and learned from the professional barista world through creating these documentaries. He also gives some advice to anyone hoping to make a documentary film of their own!  Enjoy!   Links: http://baristafilms.com Twitter Facebook Instagram  

It is easy to get caught up in the pursuit of the top position in any endeavor and base our value on the results. How we approach our goals will determine what we get out of it. Today we chat about winning, losing, and perspectives to help us stay grounded as we reach new heights. 

I am so excited to share these interviews from the show floor at Coffee Fest NYC! I had the chance to interview the amazing British Coleman & Shabria Quinn Robinson who are in the very early planning stages of their business, "Pour Coffeehouse and Lounge" in Saginaw, MI. Then I got to interview Owner Peter Moses who is right in the middle of building out his company, "Mighty Oak Roasters" in Astoria, NY. Finally I chatted with Ryan Vaxmonsky, Owner of the retail/roaster business, Evermore Coffee Roasters which is now 1 1/2 years in business. Each of these wonderful people brings a unique and inspiring perspective on the coffee industry and the road to business ownership. I hope you enjoy hearing their stories and learning, getting motivated by their passion, and learning form their experiences. Links to visit: http://mightyoakroasters.com https://www.evermorecoffee.com   CHECK OUT OUR NEW WEBSITE!      

It is often the case that we create systems in the cafe and then lose connection with the real impact those systems have in the lives of the staff and customers. Today we talk about the need for empathy in developing systems that serve the shop as well as those caring for the shop.