Keys To The Shop : Equipping Coffee Shop Leaders

This Founder Friday we feature a couple who has been focused on giving their community excellence and warm hospitality for 13 years! Scaling deeper not wider, Tara and Martyn Knight have steadfastly cultivated something truly beautiful in Southsea Coffee Tara and Martyn Knight are the co-founders of Southsea Coffee in Portsmouth, UK. A community-rooted coffee shop known for speciality coffee, chef-led brunch and warm, inclusive hospitality. Over 13 years, they've focused on building a business that scales deeper, not wider with strong standards, strong people, and a place where locals genuinely feel at home. Tara and Martyn sit down with me to recount their history from day one, to present day and all the growth, lessons, principles, and philosophy that have guided their operation of Southsea for over a decade. It's very refreshing to find gems like Southsea Coffee and even more life giving to know that those behind it shine just as brightly as the business itself. Related episodes: 542: Founder Friday! w/ Nori and Tin Burmudez of Corridor Flow, Lomita, CA 535: Founder Friday! 30 Years of Coffee! w/ Ana Burgos and Amanda Jones of Hyperion Espresso, Fredricksburg, VA 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters Sign up for the February 11th Webinar all about PRINCIPLES FOR CAFE SUCCESS! https://keystotheshop.com/principles-for-cafe-success/ APPLICATIONS ARE OPEN! KEY HOLDER COACHING GROUPS Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting? Then you need to apply to join Key holder Coaching Groups! Applications are now open for Spring 2026 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min

Changing things in the cafe tends to focus on image and expression. Maybe we upgrade branding, focus our menu, change lighting, furniture etc. But what is even more important in the quest to make positive changes as your grow, it to pay attention to the heart of the operation that supports everything else. Today on Shift Break we will be talking about how to make sure you are growing both the heart and the outward aesthetics of your shop over the years. This is a great framework for those of you who feel it is time to level up or expand but want to also maintain and even improve the integrity of the cafe. Related episodes: SHIFT BREAK: Reassessing Growth 492: How to be The Best Coffee Shop SHIFT BREAK: Are You Growing With Your Business? Sign up for the February 11th Webinar all about PRINCIPLES FOR CAFE SUCCESS! https://keystotheshop.com/principles-for-cafe-success/ APPLICATIONS ARE OPEN! KEY HOLDER COACHING GROUPS Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting? Then you need to apply to join Key holder Coaching Groups! Applications are now open for Spring 2026 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min

In coffee shops, we don't just sell coffee. We sell a variety of retail items that are related to, support, and go with coffee and with our brand. But are we doing as good with our retail as we can be? Are leaving money on the shelf or losing opportunities to serve our guests more with truly well considered, sourced, displayed, and sold retail? Today on the show we have retail coach Wendy Batten! Wendy Batten is a retail coach and business strategist for independent small business owners and the host of the Creative Shop Talk podcast. With nearly 30 years of hands-on experience, she helps retailers grow profitably while designing a life they actually want. Known for grounded strategy, honest leadership, and a belief that success doesn't have to come at the cost of joy, Wendy coaches clients around the world from her tiny crooked cottage by the sea in Nova Scotia. We discuss: Wendy's Coffee Shop Genesis Lessons from the Coffee Shop The Emotional Toll of Entrepreneurship Designing a Business for Life Intentional Retail Strategies Understanding Customer Needs The Importance of Presentation Customer Psychology in Retail Training for Effective Retail Setting Boundaries While Being Kind Wendy's website: https://wendybatten.com/ CAFE OWNERS! KEY HOLDER COACHING GROUPS ARE BACK! Spring 2026 Applications are now open! Become a part of a small focused group of experienced coffee shop owners in this powerful mastermind cohort hosted by Keys to the Shop! APPLY HERE! Learn more at this link: https://keystotheshop.com/key-holder-coaching-groups/ KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com or book a free call now: https://calendly.com/chrisdeferio/30min Related episodes: 432 : How to Win in Specialty Retail Coffee Soul Searching in the New Landscape of Retail 211 : Straight Talk from the Retail Doctor, Bob Phibbs 173 : 5 Areas of Focus for Retailers The Hospitality Paradox : Preparing for the most critical & perplexing time in retail SPONOR The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

There is far more going on behind the scenes of your numbers than just meeting your metrics. The money that flows in and out of the business is the life blood that represents health, trust, activity, and the growth of the whole. Trouble is we either focus on it alone, or we try not to focus on it at all. The best path is the integrated one. Today on Shift Break we will be talking about how we can think, talk, and act around the subject of money in the cafe in a healthy way, by embracing the meaning it has and tearing down ours and other's misconceptions about it. Related episodes: 160 : The Smart Way to Approach Money w/ Jill Schlesinger SHIFT BREAK! Why The Best Hospitality Starts With The Transactional! 576: Financial Stability Using Profit First for Coffee Businesses w/ Kim Logsdon of Caffeinate Your Cash Building Trust-Credit APPLICATIONS ARE OPEN! KEY HOLDER COACHING GROUPS Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting? Then you need to apply to join Key holder Coaching Groups! Applications are now open for Spring 2026 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min

When you have multiple cafes and a distributed staff, getting everyone on the same page in the operations can be very challenging. In fact, it happens to be the number one reason why businesses with 2+ locations start to see a downturn in quality of product, culture, and guest experience. Today on the show we will be answering a question from the KTTS listening audience about how to unify teams across multiple cafes. These tips come from a lot or personal experience doing things well and not so well, in addition to the lessons learned from our guests on the show and lessons learned through KTTS consulting. Your Standards Leadership Distribution Supporting Leadership Tracking and addressing issues with frequency and intention Communication and Accountability Meaningful all staff meetings KEY HOLDER COACHING GROUPS ARE BACK! Spring 2026 Applications are now open! Become a part of a small focused group of experienced coffee shop owners in this powerful mastermind cohort hosted by Keys to the Shop! APPLY HERE! Learn more at this link: https://keystotheshop.com/key-holder-coaching-groups/ KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com or book a free call now: https://calendly.com/chrisdeferio/30min SPONOR The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Related Episodes: SHIFT BREAK! How to Have Healthy Communication Between your Cafe's Departments SHIFT BREAK! The Urgent Need for Training in Today's Coffee Shop SHIFT BREAK: Reassessing Growth Scaling Values 507: How High-Level Systems Help Your Cafe Thrive w/ Preston Lee, The 30% Rule

Quality of the coffee, experience, service, and just about anything else in the cafe will always be something an owner and leader focuses on. These days we tend to concentrate our efforts on the acquiring of quality, instead of the creation of it. All the potential those great beans, your wonderful staff, and even our space have, is just potential until you take action and render, create, and realize that potential in the cup, in the moment, in the real life of the business. Today on Shift Break we will be talking about some ways that we should be thinking about quality, the need for constant focus, maintaining excellence, and the dangers of the claim that quality is something we have already achieved and can move on. Related episodes: 533: Principles of Quality Control SHIFT BREAK: Quality Still Matters 406 : Five Ways to Immediately Improve Your Coffee Quality KEY HOLDER COACHING GROUPS! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting? Then you need to apply to join Key holder Coaching Groups! Applications are now open for Spring 2026 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min

Making your cafe run better, improving service, increasing profitability, and leveling up quality and value for your guests naturally brings to mind a host of new and different services, products, and strategies that we believe we need to employ. But the truth is that we often only need to look deeper into the existing opportunities we have to find the solutions we seek. Today on the show we will be discussing a few areas of your shop that deserve a deeper look and more focus. Before you assume you have done all you can with what you currently have, listen to this episode and let it inspire you to maximize your existing opportunities! We will discuss: Your Community Your Current Menu Your Drink Quality Service + Hospitality Local Business Networks KEY HOLDER COACHING GROUPS ARE BACK! Spring 2026 Applications are now open! Become a part of a small focused group of experienced coffee shop owners in this powerful mastermind cohort hosted by Keys to the Shop! APPLY HERE! Learn more at this link: https://keystotheshop.com/key-holder-coaching-groups/ KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com or book a free call now: https://calendly.com/chrisdeferio/30min SPONOR The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com Related Episodes: SHIFT BREAK! The New Classic Cafe: An Era of Understated Excellence 505: Maintaining Excellence in the Everyday Work of Coffee Shops w/ Maxwell Colonna-Dashwood Defining Excellence and Success

It seems like the conversation we have around what can be done for staff to create more value, longevity, etc never gets around to a place where you can look at what you are doing and have done and say, you know what, that's pretty good, that is enough. Honestly it feels weird even typing it because we do want to be always maintaining and cultivating value. Today on Shift Break we will be chatting about when it is ok to look at the things you offer to your staff and say it is enough, when to pick back up the search for more value, and how not to let that natural tension drive you and your business into the ground with fear. Related episodes: SHIFT BREAK! Engaging in the Right Conversations (or how not to accept undue guilt) SHIFT BREAK! Why Following Through is the Key to Better Coffee Shops SHIFT BREAK! Holding Baristas (and Yourself!) Accountable SHIFT BREAK! Adding Value in the Cafe SHIFT BREAK: Adjusting Our View of Labor Cost CONSULTING + COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com

Many years ago in 2012, myself and a small team of people along with Coffee Fest Trade Shows had the pleasure of developing and running a competition called "America's Best Coffee House". The first of it's kind team cafe competition that was, IMO, the most accurate to real cafe work competition ever made. To this day it remains unmatched in showcasing true-to-life barista skills that working baristas regularly engage in. We shipped and assembled on the show floor a fully functional coffee bar across the country 3x a year. (From POS, pour-over bar, back bar with sinks, front bar etc. the works!) Through a stringent application process including video submissions, written apps, and secret shopping, we invited cafe teams made up exclusively of 3 current baristas from that company to run this bar with a 10 min open shift, 30 min live bar serving actual customers from the show floor who also had weighted judging slips on their receipts, and a 10 min closing shift. Along with our own standard cafe menu they were required to make, they brought their own coffee, sig drinks, pour over kettles etc. We had 3 judges judging all aspects of the competition and the teams never knew when the drinks they made would be judge by us since secret shoppers in the queue were instructed to deliver a range of drinks at random. It was fantastic, complicated, effective, and expensive to produce (hence why we closed up shop in 2015) but the lessons we learned from the display of teamwork, cleanliness, communication, workflow, QC, hospitality, and more were incredible. In this episode I am going to reminisce back to those competitions a bit and talk about the lessons and insights that were drawn from those intense real-life competitions and how they apply directly to your cafe. Will we ever see this competition rise up once more? Maybe not. But we can all raise our own standards and each pursue being the "Best Coffee House" where we are for the people we serve and serve with. Be sure to click the link below for a video produced during that time to see a slice of what we did. (Shout out to Joshua Boyt, Jesse Harriott, Jessica Rice, Terry Ziniewicz, Ryan Soeder, Pete Licata, Danny Loeschen, Aaron O'neal, and the Coffee Fest director at the time, David Heilbrunn.) We discuss: Integrity Real life vs on stage How time finds you out Prepare yourself for the unexpected You never know ow who is judging Team work Having a plan but being flexible Trusting the standards Links: Video montage of America's Best Coffee House Related Episodes: 492: How to be The Best Coffee Shop 298 : A Trophy, or Atrophy? SHIFT BREAK! Every Customer is a Judge KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING AND COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com or book a free call now: https://calendly.com/chrisdeferio/30min SPONOR The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

It could be roasting, kitchen, drive thru, bakery, or any other area of where special focus is required or different systems and staff work all under the same brand and even under the same roof. When you have multiple departments you need to create a plan to bring prevent silos and promote harmony. Today on Shift Break we will be talking about the methods you can adopt to ensure that the different staff and areas of the cafe are able to function harmoniously through empathy, cross training, systems, and a culture of mutual support. Related episodes: 489: Tips for Creating a Resilient Cafe 507: How High-Level Systems Help Your Cafe Thrive w/ Preston Lee, The 30% Rule 330 : Establishing Systems in Your Coffee Shop CONSULTING + COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com of book a free call now: https://calendly.com/chrisdeferio/30min Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/ The best and most revered espresso machines on the planet: www.lamarzoccousa.com