How do I find loyal staff and win loyal customers? This question and many like it has been asked thousands of times as we deal with incredible amounts of turn over in our shops. We have tried tricks, incentives, benefits of all kinds but they never seem to quite do the trick. Same with customers, we offer deal, discounts, and specials, and dance whatever dance we think will get them to come back and be engaged.  Today we are going to be exploring the idea of winning staff and customer loyalty and what it truly takes to achieve this in a responsible and effective way.  We cover: Why we assume people want to leave How to think about people  Communicating value and proving value through action integrity in other's focused operations Start by caring about the people you want to care Earning vs winning    Related episodes:  244 : Top 10 Ways to Lose Employees 390 : 7 Ways to be Consciously Competitive Differentiation Takes Time! Customer Loyalty  Getting Them In By Getting Out! You are not your Competition 181 : Organizational Self-Knowledge   Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com www.coffeefest.com  

Cafe standards are often a jumble of various people's ideas sourced from both far flung areas of the industry and the past habits of new staff. We are in a constant cycle of sending people away to outside places to learn what to do within our own walls. The problem with this is that we are constantly dependent on outside input but never truly using resources to build our own systems and standards that bring clarity and stability to the shop.  On today's shift break we will be talking about why you need to focus on and prioritize developing in house quality control and training standards vs perpetually outsourcing these things to your roaster, a consultant, or a certifying body.  Related episodes: 339 : What Good Barista Training Produces 301 : Hiring and Training for Excellence Blog post: Grocery Shopping and Training Success 235 : 4 Tips for Training your Staff 191 : Retraining your Staff on new Standards The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.  

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  

Effectively training up an apprentice roaster is key not only to your succession, the growth of your business, and the consistency of your quality, -but providing a great learning environment and approach to education and coaching will push the whole industry forward.  The key is to not only deliver processes, rules, and systems, but also opportunity for contribution, conversation, and room for your trainee to grow in maturity.  These are just some of the powerful things discussed in this Rate of Rise episode featuring, Steve Lee! Steve Lee began his coffee career in 1996 as a barista at Peet’s Coffee in the San Francisco Bay Area. After spending a number of years in the Training & Education Department of Peet’s, he moved on to help open the Roasting and QC Department at Intelligentsia Coffee’s Los Angeles Roasting Works, where he developed his love for the craft of roasting. Since then he has worked on a number of consultancy projects, worked as the Director of Coffee for Groundwork and the SPC Group in Korea, worked as a green importer for Odyssey Coffees, and has served as a judge for international coffee competitions. Throughout his coffee career, the main focus has been on craftsmanship, education, and fostering relationships across the supply chain for the betterment of the coffee industry as a whole. Steve spent two terms on the Roasters Guild Executive Council where he had served as the Vice Chair to the Education Committee and Vice Chair to the Events Committee, focusing on creating content for the RG Origin Trips.  Steve is currently the C.O.O. of Linea Caffe, a micro-roastery based in San Francisco, CA. In this conversation we discuss Steve's own now 25 year journey in being trained, becoming an educator, and the way he would love to see learning take place in roasteries that can deliver the most value for both the one being trained and the roasting company itself.  Links: https://www.pocketknifecoffee.com/ https://lineacaffe.com/   Related episodes: RoR Live! w/ Anne Cooper    Subscribe to Roast Magazine! https://www.roastmagazine.com/subscribe  

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  

Early on in the podcast (2019) I had Maxwell on to tell the story of Narrative and then 3 more times since then to discuss deeper topics related to running a great shop, dealing with challenges, and tools to success. I have known him for over a decade and believe he channels the kind of character and values the entire industry should aspire to.  Recently Maxwell made the decision to sell his ground breaking cafe, Narrative Coffee, to one of his long time baristas (Alex Sciarrotta...Himself an awesome leader and example) and move across the country to embark on a journey into the next chapter of his coffee career helping people open and run great coffee shops with Threadbare Coffee Consulting. In this discussion of Maxwell's final chapter with Narrative we talk about what led to this decision, values that guide him, what he is most proud of after 7 years of Narrative Coffee, his thoughts on what is key for cafe owners today to focus on, and what have is doing now as a coach with Threadbare.  I am honored to have been able to feature Maxwell's story on this show and hope you are inspired by this and the other conversations we have had the pleasure of having with Maxwell. Links: @maxwellthreadbare www.threadbarecoffeeconsulting.com www.narrativecoffee.com   Related episodes: 011 : Founder Friday w/ Maxwell Mooney, Narrative Coffee : hospitality / building relationships / coffee quality 038 : Founder Friday / Narrative Coffee Part 2 w/ Maxwell Mooney : His experience after opening his first brick and mortar COVID-19 Focus w/ Maxwell Mooney, Narrative Coffee, Everette, WA 351 : Pro Tips for Using Spreadsheets w/ Maxwell Mooney, Narrative Coffee   Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee   THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com   Reach out to KTTS! [email protected]  

What would you think if you went to a sit down restaurant an hour before close where, after seating you, they brought your food out in doggie bags "because we are closing soon and we don't want to have to do dishes". My guess is that it would seem pretty strange and even antithetical to the experience you were expecting. Hospitality is about serving people something that fulfills the promise our marketing makes to them. More than that it is about having a disposition of creativity, innovation, and focus on serving others above serving ourselves. Unless, of course, if it is inconvenient or means more dishes right? Today on Shift Break we are not just talking about the common situation of for here order being made to-go to save work for staff whose job is allegedly to serve people, but what this practice tells us about the state of service in the average cafe and how we can correct it.  Related episodes:  Hard work is hard Laziness & the Most Important Decision Are You Open? Things the Owner Can't do for You   The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

While culture is a needed focus, today it has become the hottest buzz word that can mean almost anything. What is most useful these days as we rightly focus on culture is a lens through which to view it that brings clarity and helps guide us to take action in ways that serve our staff and ultimately the business.  Way back in the KTTS archives we had an interview with Stan Slap, author of one of my most recommended books, “Under the Hood : Fire up and Fine-tune your Employee Culture”  This book and Stan's perspectives are critical to understanding where we stand and how to work together to achieve great things.  Stan is the founder and CEO of SLAP company and has spent the last 3 decades specializing in achieving fierce support from manager, employee and customer cultures. They believe within each of these groups there is one problem that has the biggest impact on the enterprise and one solution that is most valuable, coveted and elusive. The SLAP company has cracked the code on these problems and their solutions are highest rated in many of the world's highest rated companies.  They are currently working in 44 countries countries and ahave achieved amazing results in employee culture at companies like Oracle, CNN, Timewarner, Google, Starbucks, eBay, Viacom, and Microsoft among many others.    In this episode you will learn about: 4 of the "7 Deadly Sins of Cultural Engagement"   How culture is formed and what it cares about Best practices for engaging and guiding a culture How do we fail our employees? Secrets to scaling culture How to create “cultural legends” Why you cannot coax a culture into giving you what you want Tactics for true communication How do customers factor into your employee culture?   Links: www.slapcompany.com  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  

Having an engaged staff that are motivated and inspired to not just get through the shift, but to truly invest into the cafe and help improve things is a dream shared by many owners. This culture where each individual team member takes ownership and finds creative ways to refine the operations, quality, and hospitality does not have to be just a dream!  Today we are going to be discussing what it takes to foster a culture of continuous improvement. What the looks like, doesn't look like, and some behaviors to both reward and watch out for along the way.  We discuss:  Leading by example Praise and recognition Clear communication When is improvement not needed What is the goal? Values and actions  Related episodes: 080 : Changing things in the Cafe : A workflow for Refinement 414: Secret Ingredients for a Successful Coffee Shop 336: A Cafe Leadership Masterclass w/ Selina Viguera of Blue Bottle Coffee   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  

So many things vie for our attention in the day-to-day work of the coffee shop. In the midst of the fires we need to put out, questions that need answers, and ideas everyone has (both good and bad) we have a general idea of what we are aiming for but sometimes lack specific actions that we can take to see the goal achieved.    Today on Shift Break we will be talking about how we can create urgency of action to achieve the vision and goal of the business by practicing concrete thinking. This helps clarify the chaos, and guides us to push things forward vs the procrastination that tends to result from overwhelm.  Related episodes:  Priorities and Deep Thankfulness Prioritizing your Work Imperfect Action and Finding Time Specific Expectations and Due Dates   The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

Managers hold the key to the success of the shop. They are tasked with taking all the people, place, and processes and making them work well together day to day. When a manager is correctly supported by the owner then they are able to do a great job and your whole business benefits. Without proper support, operations, morale, and the manager themself can easily fall apart.  Today we will be discussing some ways to bring on, bringup, and support a manager in the coffee shop that allows for learning and growth for both you and the manager you lead.  Related Episodes: 378: 5 Areas to Develop in Managers 221 : Building your People Program w/ HR Consultant Dana Goodwin 261 : The Basics of Managing Managers     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  

It is easy to get discouraged in running a cafe. There are a million things to do and the temptation to despair becomes worst when we hold an idealized version of ourselves and our work in our heads everyday. What are we working for and what are we working towards?  Today on Shift Break we will talk about two values and how to employ them in your work in the coffee shop so you can grow in a holistic and sustainable way, honestly and faithfully   Related episodes:  Authenticity and Performance Emotions, Self-Sabotage, and Telling Ourselves the Truth Vanity Metrics Priorities and Deep Thankfulness   The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

When it comes to our training and resourcing of staff we often have a desire for people to "get it" and to be detail oriented, but fail to give them much to "get" or to orient them to the details. This results in inconsistency and frustration in both customers and staff as baristas fill in the blanks that management should have all ready filled in. This is where a good guide comes in.  Today we will be chatting about developing a guide for the two most important areas in the cafe that need consistent excellence; the menu and hospitality We Cover: Why we tend toward generality  The reason menu and hospitality are most critical Embracing detail for quality internalization What to include and why Using and referencing your created tools Related episodes: 057 : SOP’s FTW! Success through Standard Operating Procedures 098 : Loving the Closing Shift : Problems, solutions, and philosophy on work 248 : The 5 Elements of Resourcing your Team 339 : What Good Barista Training Produces 235 : 4 Tips for Training your Staff   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  

I am so excited to present this Founder Friday with two people who are doing amazing things in coffee! I met them in the first year of their business in 2018 as clients and they have done a great job of growing their business with excellence and care. Today we get to talk with Danny and Michelle Quiroz of Reserva Coffee Roasters in McAllen, TX!   Danny Quiroz is also Managing Partner at Reserva Coffee Roasters. He earned a bachelor's degree in business administration from the University of Texas Rio Grande Valley. In his role as the in-house Roast Master, Danny is responsible for overseeing sourcing, roasting, and fulfillment operations. He is deeply committed to perfecting his roasts, ensuring that both guests and staff receive the highest quality product possible. Danny takes great pride in his journey as a roaster, starting from humble beginnings roasting small batches and now utilizing the Mill City MCR-30 roaster. Michelle Quiroz, a Managing Partner at Reserva Coffee Roasters in McAllen, Texas, holds a bachelor's degree in mechanical engineering and a master's degree in engineering management from the University of Texas Rio Grande Valley. Michelle is responsible for overseeing café operations and driving strategic growth for the organization. She places great importance on team-building and creating a welcoming environment for both staff and guests. Michelle's primary focus is establishing standardized café operations across all Reserva locations, having successfully launched three cafes in the past two years. In recognition of their work, they were named the Lower Rio Grande Valley’s Small Business Persons of the Year in 2020. We discuss: The journey to begin roasting Developing the concept and skills Going from roasting to a retail shop Feedback and evolving operations and offerings Scaling and weighing opportunities Hiring and management How past skills and work impact operations today Links: www.reservacoffee.com IG @reservacoffee   Listen to these episodes next! 256 : Founder Friday w/ Varat Vichit-Vadakan of Roots Coffee Roaster in Bangkok, Thailand 158 : A Management Masterclass w/ Jon Felix Lund, VP of Operations for Coava Coffee Roasters / Portland, OR 145: Founder Friday w/ Red Rooster Coffee Roasters co-founder, Haden Polseno-Hensley 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee   THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com   Reach out to KTTS! [email protected]    

Everyday we make decisions about both small and large things in the coffee shop. Often those decisions are made in a reactive way that is more born from a sense of urgency and FOMO than intentionality and right fit.   Today on Shift Break we will talk about 3 questions to ask when you are faced with any decision and how the habit of asking and answering them will transform your business.  Related episodes:  Making a Decision Pipeline Slowing down your Response Time 184 : Making Great Business Decisions w/ Dave Stachowiak   The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

Roasting for espresso is a tricky business. Not only are there multiple variables that inherently complicate the extraction process but there is also a wide variety of opinion is and preferences for what the final flavor experience should be like. On this Rate of Rise episode we will be talking about how one world renowned roastery roasts for espresso and how their technique and approach has evolved over their history. We are talking with Jaroslav Tuček, founder of Doubleshot in the Czech Republic.  Born and raised in Czech Republic and graduating High school in Arizona US, Jaroslav has been in coffee since 2002. Starting as a barista at Portola Cafe in California, he obtained AN M.A. in Canadian literature from SFU in Vancouver where he continued work in coffee with 49th Paralell. Upon return to The Czech Republic he worked for the first specialty roastery learning fromjeremy Raths.  In 2009-2010 he left to Panama together with my gf (current business partner as well) and spend one year working for Graciano Cruz and Maria Ruiz in Boquete, mostly learning about the farm level. He had the opportunity to be part of HiQ Coffee launch in the US, where he worked with Graciano Cruz and Willem Boot on a development project in Chalatenango in El Salvador. They started Doubleshot in 2010, sourcing green from people we met or worked with in Central America. Over the 13 years we opened 4 coffee shops, training center, and bakery in downtown Prague. However, wholesale is still the major part of our business. We took part in many World barista, brewers or coffee in good spirit competitions. Jaroslave also used to be a certified Q, SCAA Cupping judge, SCA AST etc. Nowadays, green bean buying and QC, together with managing different teams of people in marketing, social media, desing etc. Doubleshot employs around 90 people, and sells coffee all around the world   Links: https://www.doubleshot.cz/ https://www.instagram.com/doubleshotcz/ Related Episodes: ROR #23 : How to Close the Industry-Consumer Flavor Gap w/ Phil Beattie, Dillanos Coffee Roasters RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters 286 : Coffee Roasting Best Practices w/ Scott Rao 418: Founder Friday! w/ John and Luigi Di Ruocco of Mr. Espresso, Oakland, CA 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript     Visit our sponsor ROAST MAGAZINE and subscribe!     

One of the best options for getting started in coffee without as much risk is a coffee truck. Especially emphasized post-pandemic, mobile concepts like coffee trucks have grow exponentially and with it the need for reliable information on how to become successful in that context. Today we will be talking with one the go-to coffee truck authorities, Vincent LaVolpa of green Joe Coffee School!  Vincent discovered coffee while in the military working in the 16th Engineer Battalion of the 1st Armored Division as a driver eliminating IEDs. After this he became a paramedic with Albuquerque Ambulance for 7 years where coffee sustained him through that difficult work. In 2015 he started his first coffee trailer. By the end of year 2, he had a coffee truck, trailer and 4 carts. In 2018, my 3rd year in business, he opened Helix Coffee and Yoga, a coffee house and yoga studio collaboration with his wife. During this time, wrote his first book on coffee trucking. In 2019, they became pregnant with their second daughter and decided to close the shop. Vincent then dedicated himself full time to coffee consulting where I help people launch profitable mobile coffee businesses.  Today we will be talking with Vincent about practical knowledge, misconceptions, and keys steps to take in running a successful coffee truck.  We cover:  Evolution of Green Joe Creating and scaling the first truck Important lessons learned Working with the trades and planning the space Keeping it simple Flexibility Hiring for a coffee truck Misconceptions and considerations Links: www.greenjoecoffeeschool.com www.greenjoecoffeetruck.com   Related episodes:  115 : Finding Success in Mobile Coffee w/ Tim Cox / Communion Coffee 384 : How to Run a Successful Coffee Cart w/ Sarah Naylor of Daybreak Coffee Cart 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC 187 : A Conversation with Nikki Outlaw of Anecho Coffee   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  

While we always want to assume our staff are aspiring for the highest standards, we know that they (just like us) need help. In the course of the day there are many opportunities to speak into the lives of your baristas as a coach and guide. Be this as it may, some of us avoid correcting staff and in so doing we create tension and an environment  Today on Shift Break we will talk about the often feared subject of correction and why it is not only needed but a sign that you care about the success of your staff and the experience of your customer.   More Power To Them  Being the Point of Clarity Communicate, Duplicate, Repeat : Key habits that make information stick Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

One of the most important aspects of our business is how we welcome people into our space. Early on in the KTTS podcast I sat down with someone who I still consider to be one of the best examples of showing genuine hospitality in a way that is simple yet powerful.  Today I am re-sharing with you all this interview with Phillip Paul Turner who at the time was a manager for Sunergos Coffee's 5th St. shop in Louisville. At this time I was still the operations manager for the company and got to see Philip living these principles regularly.  I hope this episode really impacts the way you pursue hospitality in your shop.  We cover: The right way to view people Simple methods for hospitality The welcome, acknowledge, include framework Why it is hard for us to execute The benefits over time Related episodes: 343 : Founder Friday! “Curated Edition” | Hospitality + Meeting People Where They Are 254 : Holiday Hospitality Part 2 058 : Holiday Hospitality 369: Encore Episode! How to be a Cash Register Hero 340 : Encore Episode of “10 Reasons to Love the Customer”! 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  

Serving our customers well means being able to give them our best. This can only be done if we are constantly seeking to improve what we do. But not at the expense of who we are doing it for. Today on Shift Break we will be chatting about who it is we are really trying to impress and serve. Who we have in mind as our primary audience will be what guides our decisions, successes, and, in many cases, our failures.    Related episodes: You are not your Competition   Your Peers are not your Customers   Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

You see it all the time, a barista is promoted to a role such as trainer, manager, cafe lead etc, but they quickly find that there is very little preparation that has gone into this role. They are either simply not doing much, but now they have a title, or they are doing far too much in an effort to make up for the bosses lack of planning the role prior to promotion. In both cases there is burn out and frustration that is completely avoidable, if we would invest into creating meaningful roles in the cafe.  Today we will be exploring this topic and i will be giving your some pointers about how to create roles that deliver value to both the business, and the person occupying them.  Related episodes: 373 : The Owner’s Role: 5 Behaviors for Effectiveness 325 : How to Manage Your Trainers Blog: What is wrong with “Going above and beyond”? 383 : How to Train a Manager   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  

I hear it all the time, "My baristas just don't use the manual!" Of course it is frustrating to work into a document and resource only to have people forget or disregard it. Before you get too bent out of shape, you may want to ask yourself, do YOU use your manual? What about your managers?  Today on Shift Break we are going to be talking about why you and your manager team need to integrate and adopt the regular usage of your manuals, guides, and docs if you want your staff to do the same.    Related episodes: Your Employee Handbook is Worthless 329 : How to Teach Company Values to Your Staff Bridging the Values-Actions Gap Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

The culture of your management and leadership team is perhaps the most important one to focus on if you want the over all company culture to be healthy. What we see most of the time is that each manager or leader becomes an island, isolated, defensive and eventually burnt out striving in their own area without helping or being helped by others. Today we will be talking about essential behaviors that you need to cultivate in your in your management culture in order for both the individual and the business to thrive. Each of these behaviors will create a very healthy culture of mutual care that will be a catalyst for change across the cafe.  After listening to this, please consider setting up a meeting with your team to work out how to make these a real practice.  We Cover: Humility Support and uplift Pursue understanding Colaborative solutions Mindful actions and communication   Related episodes: 261 : The Basics of Managing Managers 378: 5 Areas to Develop in Managers 229 : 7 Tips for New Managers 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 179 : What you MUST Know About Employee Culture w/ Stan Slap 329 : How to Teach Company Values to Your Staff 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    

It's Founder Friday! Leaving a legacy and making an impact on the industry is something we all want for our businesses. Few companies get to the place where they can say they have not only achieved this but done so it a way that stays true to their values and traditions, while also artfully evolving with the changing landscape of coffee. Mr. Espresso in Oakland, CA is one such company.  Established in 1978 and now celebrating 45 years in business, Mr. Espresso is a specialty coffee roasting company that has stayed true to the Italian coffee culture and roots of founder Carlo Di Ruocco while embracing innovation to inspire the next generation of coffee drinkers. In keeping with the sensibilities of the modern coffee consumer, Mr. Espresso is committed to responsible sourcing, sustainable production and investment in community. Offering wholesale beans, premium commercial brewing equipment, and service and training support, Mr. Espresso made its mark as one of the first full-service, coffee roasting retailers in the U.S. and has since become a trusted supplier to noteworthy restaurants, cafes, bakeries and coffee houses around the San Francisco Bay Area and nationally. Additionally, Mr. Espresso has expanded its online presence and grown its retail customer base well beyond the Bay Area.  Mr. Espresso uses traditional wood-roasting methods over oakwood. This technique results in high moisture content and an increased retention of natural oils, producing a complex and full-bodied coffee with less acidity. Mr. Espresso has received numerous high-scoring reviews and accolades over its long history, and is a two-time Good Food Awards winner for its organic single-origin coffees. Founder Carlo Di Ruocco was awarded the 2015 Alfred Peet Passionate Cup, one of the Specialty Coffee Association’s most prestigious awards. In early 2023, Mr. Espresso will open a cafe in downtown Oakland, not far from its roastery in Jack London Square. Today we are talking with Carlo DiRuocco's sons, John and Luigi DiRuocco, who Co-Own and run Mr. Espresso.    Luigi Di Ruocco is Co-owner and Sales & Marketing Vice President of Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. An alumnus of Saint Mary’s College, Luigi earned a double major in Business Administration and Economics, followed by two years in portfolio accounting. However, in 2001 at age 24, Luigi returned to the family business, drawn by the opportunity to make a meaningful contribution to the family enterprise. Currently, Luigi is at the helm of the newly opened – The Caffè by Mr. Espresso, in the heart of Downtown Oakland. John Di Ruocco is Co-owner and Vice President of Coffee for Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. After earning an undergraduate degree in architecture from UC Berkeley. After receiving his degree, he returned to the family business, learning the art of wood-roasting coffee from his father. John went on to become roastmaster in the early ‘90s, and eventually Vice President of Coffee. John has moved the company forward as a leader in both single-origin and blended coffees. John has been instrumental in expanding the offerings to reflect changing coffee preferences, adding distinguished lighter-roasted coffees, most often organic and fair trade in origin. In this conversation we discuss the rich history of this iconic company, their values, traditions, and how they have grown and evolved over the past 45 years! We discuss: The beginning of Mr. Espresso  The importance of tradition and craft Creating an authentic product and brand Why wood roasting is unique in method and outcome How they source coffee and approach QC Evolving with the industry  Knowing what to say no to and trusting your gut Advice for impact and longevity in coffee Offering a product that appeal widely but keeps tradition Links: www.mrespresso.com Instagram: @mrespressooak    @thecaffeoak     Listen to these episodes next! 081 : Founder Friday w/ David Schomer of Espresso Vivace 205 : Inside Caffe Florian, the World’s Oldest Coffee Shop ! | Venice, Italy 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga’s Coffee Roasters 327: Founder Friday! w/ Phuong Tran of Lava Java 320 Founder Friday! w/ Francesco Sanapo of Ditta Artigianale, Florence, Italy   Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee   THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com   Reach out to KTTS! [email protected]    

In all the building of systems and curating of culture we do, the one culture that tends to get short changed is the managers. Whether it is just you and one manager or a team of admin staff, the relationship between leaders in a coffee shop is critical to focus on and develop.  Today on Shift Break we will be talking about this important set of relationships and why it is critical to the health of the entire company.  Stay tuned to next week's episode where we dive even deeper into this subject with some solid practical steps.  Related episodes: Don't Forget Relationships Proactivity in the Owner - Manager Relationship 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aire Expectations for Growth Reasonable Expectations The Myth of Hands Off / Automated Leadership Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.    

For a long time the coffee you could get at home was limited in quality because the average home user, while able to purchase gear and coffee, was not able to match the commercial water quality of their favorite cafe. All that changed when ThIrd Wave Water democratized ideal water for coffee and helped unlock the potential for innumerable coffee lovers world wide.  Taylor Minor is Co-Founder of Third Wave Water. With a passion for technology and having owned and ran his own roastery, Taylor eventually applied this experience to customizing his own water then, along with business partner Charles Nick, developed Third Wave Water. 3W Water was featured on Shark Tank and has been had a global impact on how people view and can access ideal water for the various coffees they brew. In our conversation wee discuss the genesis of 3W Water, the evolution of the industry, how they have grown along with it, the science behind the products, and Taylor's views on specialty coffee.      We Cover: Cafe ownership and Beginning Third Wave Water Making great water accessible to the masses Philosophy on coffee quality Water make up for various roast styles Considerations for espresso Selecting the right water  Importance of equipping your customers for success Links: www.thirdwavewater.com   Related episodes: 347 : Brewing Coffee and a Career w/ U.S. Brewer’s Cup Champion, Elika Liftee 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata 406 : Five Ways to Immediately Improve Your Coffee Quality 372 : Milk Steaming Master Class: Science + Craft w/ Morten Munchow and Emilee Bryant! RoR #17 : Evolving Our Approach to Cupping w/ Charlie Habegger of Royal Coffee   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    

Part 2 of 2023 Coffee Fest Live Louisville, KY interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. For this part 2 we get to talk with Lauren Lathrop and Rob Arnold!  First up is Lauren Lathrop of Mill City Roasters!   For well over a decade Lauren has been a leading educator and impactful member of the coffee industry. From barista, to shop manager, to trainer some of the best brands and companies in the world, Lauren's approach to education creates progress and understand for all she teaches. That educational prowess is has, in recent years, been applied to roasting through Mill City Roasters where she helps roasters achieve quality and repeatability and gives them the keys to unlock their potential.  At Coffee Fest I sat down with Lauren to discuss the most important aspects of training roasters and how we can not only learn well under instruction and give effective instruction, but how we can guide our own roasting education.    ​​Next we chat with Rob Arnold of Pre-Game Coffee Rob is the founder, owner, roaster, and creative at Pre-Game Coffee here in Louisville, KY. For 4 years now Pre-Game has been the premier sports, coffee, and cocktail venue in Louisville and focuses on providing what is likely one of the most unique hospitality experiences in the city. Cocktails and signature drinks have been a focus since day one and Rob was able to talk with the attendees at Coffee Fest about the secrets to success with these beverages. I sat down to chat with Rob about that very thing so you too can benefit from his field tested approach to cafe cocktails and sig drinks!   Links:  Lauren: www.millcityroasters.com   Rob: www.pregamecoffee.com   Related episodes: 159 : Addressing Unconscious Bias w/ Lauren Lathrop of Mill City Roasters  SPECIAL: Coffee Fest Live! Chicago 2022 Part 1 w/ Luke Waite, Kris Christian, and Perfect Cube SPECIAL: Coffee Fest Live! Chicago 2022 Part 2 w/ Marissa Childers, Jess Gulino, and Tony Dreyfuss 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 142 : Entrepreneur Interviews from Coffee Fest NYC!   www.coffeefest.com  

Part 1 of 2023 Coffee Fest Live Louisville, KY interviews! In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better. To start us off on part 1 we are going to talk with Jackie Nguyen of Cafe Caphe! Jackie Nguyen is the founder of Cafe Caphe in Kansas City, MO.  From broadway to coffee shop owner, Jackie has been a dynamo in the coffee scene of KC with Cafe Caphe. A space focused on highlighting Vietnamese coffee as well as marginalized communities, Jackie has lead the way for vibrant cafe culture. Part of her success is a strong and deep social media presence that connects people to her brand before even visiting.  Today we get to chat with her about how we too can use our social platforms to connect and grow our community and our business.    ​​Next we chat with Sean Roberson of West Lou Coffee! Sean Roberson is the founder and roaster at West Lou Coffee in Louisville, KY. A West Louisville native Sean fell in love with coffee roasting after a career in finance and has been running an growing West Lou coffee as a business based in West Louisville and with an aim to enrich and inspire locals in West Louisville and other overlooked and under resourced areas of cities world-wide. Today we chat with Sean about his journey in starting West Lou Coffee, the challenges, importance of his work, and advice to other who live in marginalized areas to start and build something for their communities as he has.  Links:  www.westloucoffee.com @westloucoffee   www.cafecaphe.com @cafecaphe   Related episodes:  SPECIAL: Coffee Fest Live! Chicago 2022 Part 1 w/ Luke Waite, Kris Christian, and Perfect Cube SPECIAL: Coffee Fest Live! Chicago 2022 Part 2 w/ Marissa Childers, Jess Gulino, and Tony Dreyfuss 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 142 : Entrepreneur Interviews from Coffee Fest NYC!     www.coffeefest.com  

If we work with people long enough, we are going to face frustrations and challenges. Too often these normal relational issues go unresolved and solidify into something called resentment.  Today on Shift break we will be talking about how boss and barista alike can fall into this trap and what to do to avoid the toxicity that results by leaving it unaddressed.  Related episodes:  Don't Forget Relationships  Avoiding Toxic Loyalty  Proactivity in the Owner - Manager Relationship  Understanding and Bitterness Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.  

As an industry, our flavor preferences turn into what we market, which turn communicates a message about quality and what people should care about when it comes to "the best" coffees. Too often we are content to let the our message be incredibly narrow regarding flavors and preferences. Without context this leaves a lot of great coffee that may be more enjoyable for the consumer, at a disadvantage.  On this Rate of Rise episode we will be talking about tools to bridge the flavor preference gap with coffee legend, Phil Beattie of Dillanos Coffee Roasters! Phillip Beattie is the Director of Coffee for Dillanos Coffee Roasters.  He is an experienced coffee industry leader with over 20 years in roasting, sourcing and quality control. Known for his contagious energy and passionate leadership. He served as chair the Roasters Guild, been on international cupping juries, and has been a certified Q Grader. He had the privilege of roasting for two United States Barista Champions, once in 2015 and again in 2019. Phillip feels fortunate and blessed to work in the world of coffee. In our conversation Phil gives us wonderful insights on the state of roasting, how we market, and what tools or system changes are needed to correct the current imbalance that favors our own tastes vs that of the consumer.    Links: www.dillanos.com Related Episodes: 282 : How to Listen to your Customers 196 : Understanding Customer Preferences w/ Peter Giuliano Transcript RoR #17 : Evolving Our Approach to Cupping w/ Charlie Habegger of Royal Coffee Visit our sponsor ROAST MAGAZINE and subscribe!     

Growing you coffee shop is about more than just adding locations. Growth has to do with developing internal resilience, culture, and practices that are life giving to those who work in the business and to you as the owner. Ultimately the path for sustainable growth is a people-first path and today we are talking with someone who has a lot of experience charting that path. I am thrilled to welcome back to the show, Mike McFall of Biggby Coffee! BIGGBY is a fast-growing coffee franchise with over 350+ locations across the U.S. Within the company, Mike has worked every position, from minimum-wage barista to his current role of Co-CEO. Grow, the second book in Mike’s three-book series, picks up where Grind leaves off–when an entrepreneur is in the midst of the bootstrapping entrepreneurial phase and asking, “what’s next?” The book offers a strategic blueprint for entrepreneurs trying to reach the promised land of stability and sustainability in their businesses. Filled with real-life examples from Mike’s 26 years of experience, Grow plants the seeds to help readers recreate themselves as the leaders their organizations need them to be and take their business from chaos to calm. In this conversation we dive into some of the most critical element outlined in his book that, if applied and practiced, will definitely help you grow your business the right way.  We cover: How to recognize the lessons you learn in business Telling the truth Becoming irrelevant Providing emotional stability Cultivating trust  Mastering time management and prioritizing  Being a constant learner and helping others do the same Links: www.Michaeljmcfall.com www.biggby.com   Related episodes: 263 : Founder Friday w/ Mike McFall, Co-Founder of BIGGBY Coffee! 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 223 : Building a Financially Resilient Business w/ Andrew Carroll 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017   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  

All of us have had the conflicted emotions of having baristas that are simply amazing but then also knowing that those baristas will eventually leave the coffee shop. Try as we may, most staff will not be long term and this can either cause you to feel defeated, or you can embrace it and the opportunity these exemplary employees bring.  Today on Shift break we will be talking about how we can lean on the examples of our best staff to essential bottle that magic and allow our systems and structures to be shaped  by their example and the ideas their work brings to the business.    Related episodes: The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year 181 : Organizational Self-Knowledge Your Employee Handbook is Worthless   Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.  

Learning how to listen is the cornerstone of effective and transformative communication. In the hustle and fast paced daily activities of the coffee shop, it is easy to forget about listening and truly understanding what is being said beyond the words we hear. Add to this that emotions are often high, listening deeply and well can seem daunting. Thankfully we have a guest on the show today who is a listening expert and has built incredible resources to help show use exactly how to listen! Oscar Trimboli is an author, host of the Apple award-winning podcast Deep Listening and a sought-after keynote speaker. His third book is how to listen – discover the hidden key to better communication – the most comprehensive book about listening in the workplace. Along with the Deep Listening Ambassador Community, he is on a quest to create 100 million deep listeners in the workplace. Through his work with chairs, boards of directors, and executive teams, Oscar has experienced first-hand the transformational impact leaders can have when they listen beyond words. In this conversation we dig deep into the principles of listening, especially when emotions cloud our mind. Through deeply personal examples, role playing scenarios, and impactful insight, Oscar lays out a master class in listening here on his second appearance on KTTS. Enjoy! Links: www.oscartrimboli.com We discuss:  The listening compass Our agendas Creating and preparing for understanding Listening when emotions are high Assumptions and anxiety Tools for recharging your listening battery Related episodes: 165 : The Art of Deep Listening w/ Oscar Trimboli 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity 104 : How to Deliver Difficult Feedback w/ Tom Henschel 399: Encore Episode! How to Change Things in the Cafe   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  

Especially important for the younger generation is access to the wisdom and experience of those who have gone before. Older coffee professionals can also benefit from the drive and perspectives of the younger. Problem is that we tend to only converse with and stick to your own age group and the benefit of cross generational communication is lost.  On today's Shift Break we will be talking about mentorship and the importance of seeking these intergenerational relationships and the benefit it brings not only to our own development as individuals, but to the industry as a whole.  Related episodes: 349 : Talking About 21st Century Coffee w/ Kenneth Davids 397: Diversity and The Color of Coffee w/ Keith Hawkins, The Color of Coffee Collective 127 : Passion and Curiosity: A conversation w/ Starbucks Global Sr. Project Manager, Major Cohen 003: The Role of Mentorship in Specialty Coffee w/ Pete Licata 339 : What Good Barista Training Produces 228 : Cracking the Leadership Code w/ Alain Hunkins Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.

The barrier of entry for getting a coffee shop open is lower than ever. Many have the idea that if they can get the shop open, then they have succeeded. But the test is not only about whether you can open a shop, or even if you can keep it open, but how do you make something that is truly great and successful?  On today's episode we will be talking about a few ingredients that must be present in the mix of a coffee shop from the beginning in order for all the components we assemble in the race to open, to work together and create something truly greater than the sum of its parts.  These things are not readily apparent but are necessary nonetheless, and are what separates the average coffee shop from one that is long lasting and impactful.  We cover:  Culture of caring Service mindset internal and external Its not just a recipe of the assembly…it’s the soul Make the intangible tangible Long term success is based on roots and patience Self knowledge and acceptance of risk in refinement Values in action Not getting mired in the details but tending to them / Ability to judge success in mission and big picture Listen to these episodes next: 374: Opening a Coffee Shop: Fantasy vs Reality (w/ bonus commentary)” 283 : 5 Bad Reasons to Open a Coffee Shop 329 : How to Teach Company Values to Your Staff 223 : Building a Financially Resilient Business w/ Andrew Carroll 239 : 5 Best Practices for the Best Small Business w/ Henry Lopez 141 : The 27 Challenges Managers Face w/ Bruce Tulgan   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  

I mean, I like variety as much as the next person, but overly complex menus are overwhelming and create confusion for customers who rely on us to curate our offerings that meets their needs in a way that delivers quality over quantity.  On today's Shift Break we will be talking about how the pursuit of a simplified menu can be a powerful tool for hospitality and, in the end, creates a more memorable experience that customers are excited to share with others.  Related episodes: Building your Coffee Shop's Capacity from Simplicity Leaner Teams, Better Results Some Tips on Signature Drinks Sacrificing Productivity Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.

In order to train people in coffee and barista skills you have to not only be a student of your subject, but also a student of your students and their unique context. In recent years we have seen an incredible explosion of coffee eduction in producing countries where the landscape of learning is among the most unique given their deep relationship with coffee. Today we will be talking with an educator whose commitment to learning and bringing understanding to this context is making great impact. I am excited to be chatting with Fabiola Solano of sOY barista in Costa Rica! As a certified with the Coffee Diploma and Authorized SCA Trainer (AST) in 2018, Fabiola began her preparation as a barista in 2013. She also has a bachelor's degree in business administration, a degree in marketing, and a specialization in hotel operations management. She is currently studying for the Certificate of Advanced Studies in Coffee Excellence at the Zurich University of Applied Sciences. She has dedicated herself to content creation since 2015 for her blog Soy Barista, always focusing on updated and relevant data for the Spanish-speaking community We cover:  Fabiola's entry into coffee  The unique landscape of Costa Rican coffee culture Training and educating on foundational information The importance of certifications and career tracks Best practices for training baristas Exploring all levels of quality Practical results of education on the local industry over time  Links: https://www.soybarista.com/en/home @soybaristacr   Listen to these episodes next: 294 : At Origin Roasting Revolution w/ Luis Fernando, founder of Amor Perfecto! 348: Founder Friday! w/ Benito Burmudez of Cafe Unido, Panama City, Panama! 335: A Better Business Model for Coffee Farmers w/ Thaleon Tremain of Pachamama Coffee 313 : Coffee Education and Training w/ Michael Phillips of Blue Bottle Coffee   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  

Setting up and maintaining a roaster for functionality, safety, and quality output is perhaps the biggest challenge of roasting. There are many variables and trades that go into it and it is easy to skip some steps, be less than detailed, and rush the project. I don't need to tell you, that is s a recipe for disaster. Perhaps nobody in roasting tech knows this more than the man who gets called to both set up roasters, and swoop in and deal with all sorts of emergency situations and repairs. Today on RoR we are talking with the legend, Doug Graf of Vintage Coffee.  Doug Graf has been rooted in the roasting, and roasting tech, repair and installation world for over three decades. From running his own family business for twenty years- to full time instal, repair, and consulting work for roasters over ten years, Doug Graf has maybe literally seen and worked on it all. Through his consulting company, Vintage Coffee, he provides consulting, training, repair and maintenance, plant design, and start up for coffee roasters of every size. Vintage is also a service representative for Canada for Loring Smart Roasters. As you might guess, he is also a very active member of the roaster guild where he generously shares his hard earned wisdom and runs the roasters tent at the guild retreats.  In our conversation we talk with Doug about his career and focus on his advice and insights on how we should approach setting up and caring for our roasters and roasting spaces, and what the most common mistakes are related to maintenance to help us avoid needless troubles in the roastery.  We cover:     Task frequency Wait time and working with the trades Planning and patience Trusting experts Major mistakes we make Checklists and systems Anticipating the investment The DIY trap Intuition's role Links: www.vintagecoffee.ca Vintage Coffee on IG  Related Episodes: 152 : Essential Advice for Starting a Roastery w/ Jen Apodaca RoR #9 Inside the Roaster’s Tool Kit w/ Kat Melheim of Black and White Coffee and The Coffee People Zine RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee Visit our sponsor ROAST MAGAZINE and subscribe! 

It's Founder Friday! Partnerships in coffee bars can be tricky things. You really have to make sure you have complimentary character traits as well as a unified s12et of values to help guide you through the ups and downs of business in a the cafe and roastery. Today we are talking with a couple of guys who have combined forces and have shown what is possible when these things are in place and you have a passion to serve  and advance both people and coffee. We are talking with Kyle Ramage and Lem Butler of Black and White Coffee Roasters!  Kyle and Lem are industry legends in their own rights. Each of their carerers has spanned the decades and has been punctuated with competition success. Lem and U.S. Barista Champion in 2016, and Kyle as U.S. Barista Champion in 2017. Along their careers they have been deeply involved in retail, roasting, and have been integral members of the global coffee community through their work and examples.  The founding of their cafe and roastery in 2017 was the combination their individual talents to create something new, powerful, and needed in the coffee space. They have been making waves in the industry since them striking a balance between accessible coffees, more extreme coffees, serving their staff and customers, and continuing to invest in competitions and the professional development of competitors.   This conversation is a look at their history, the development of Black and White, their own growth as owners, and the how of their approach to running one of the most respected brands in coffee.  We discuss: Careers and competition Training and complimentary strengths The founding of Black and White Taking on an existing customers base and staff Self awareness Listening to customers Developing a fresh approach to coffee Investing in their baristas The need to market coffee differently Creating inroads in roasted coffee offerings Where we need to go as an industry Links: www.blackwhiteroasters.com Instagram: @blackwhiteroasters   Listen to these episodes next! 396 : Founder Friday: Before + After Edition! w/ Jonathan Pascual of the Newly Opened Opo Coffee.   380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga’s Coffee Roasters 359 : Founder Friday! w/ Nigel Price of Drip Coffee Makers NYC 273 : Founder Friday w/ Anne Lunnel and Charles Nystrand of Koppi Coffee Roasters, Helsingborg, Sweden     Visit our awesome Sponsors! GROUND BREAKING BREWING MADE SIMPLE! www.groundcontrol.coffee   THE BEST PLANT-BASED BEVERAGES ON THE PLANET! www.Pacificfoodservice.com   Reach out to KTTS! [email protected]    

There is a shortcut for everything these days. Automation, templates, and other tools would give you the impression that you can automate of be hands off with your leadership and that your aim is to continually seek more ways to remove yourself.  On today's Shift Break we will be talking about how this idea, while appropriate in some aspects of the business, is a recipe for disaster in others.  Listen to these related episodes next: 028 : Why it’s Ok to be the Boss w/ Bruce Tulgan  Baristas Are Not Magic Motivating Staff Through Culture You Can't Automate Quality Proactivity in the Owner - Manager Relationship Over Optimization    Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com   Custom branded mobile apps for your shop! www.espressly.co.

Opportunities for specialty coffee still abound in certain areas of the American South. With those opportunities comes challenges of communicating coffee in a way that both meets people where they are, and helps open them up to new experiences that expand their enjoyment. Today we are talking with someone who has not only been communicating to his customers through the coffee he roasts, but also through a podcast designed to be an entertaining AND educational. We are chatting with Kenneth Thomas of Umble Coffee! Kenneth Thomas is host of the very popular Coffee 101 podcast and interviews coffee experts weekly from around the world.  He is owner and head roaster at Umble Coffee Co, an online and wholesale coffee company.  Kenneth and Umble Coffee have been ranked as one of the top specialty coffee roasters in the United States consistently for the last several years.  He is also a physician and chemical engineer - both of which lend expertise to Umble’s mission of sourcing and roasting the best coffees from around the world in a way that optimizes for taste quality and health.  In my conversation with Kenneth we will cover how his own curiosity sparked his obsession and business, how he crafts customer service through roasting excellent coffee in an approachable way, and the importance of always learning and providing opportunities to learn for himself, his customers, and listeners.  We Cover: Discovering coffee and roasting Listening to customer feedback Blue ocean opportunity Meeting people where they are Coffee and health Advice for coffee roasters in coffee desserts The importance of always learning and teaching Don't sit on innovation Links:  www.umblecoffee.com Coffee 101 podcast Listen to these related episodes next! 387 : Innovation and Building a Better Coffee Business w/ Miranda Caldwell 184 : Making Great Business Decisions w/ Dave Stachowiak 286 : Coffee Roasting Best Practices w/ Scott Rao 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab 063 : What Your Roaster Wants you to Know w/ Rob Hoos, Author, Modulating the Flavor Profile of Coffee 168 : How to get the Best from your Coffee w/ WBC 2013 Champ, Pete Licata 370: Founder Friday! w/ Tony Dreyfuss of Metropolis Coffee Company, Chicago, Illinois 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