Keys To The Shop : Equipping Coffee Shop Leaders

Almost every conversation you see online about coffee focuses on home coffee vs cafe. It is a very interesting and relevant topic in this time of explosive growth where tools, information, and good coffee itself abounds. Another aspect of this conversation though is less discussed and maybe even more relevant, in what ways are cafes themselves positioned to learn from what makes online educators so successful to make their own customers successful in enjoying their coffee. Today's guest is perhaps the best in the space in terms of deepening peoples fascination and enjoyment of coffee globally. It is always an honor to welcome to the show, James Hoffmann! James Hoffmann is the co-founder of Square Mile Coffee Roasters, a multi-award-winning coffee roasting company based in East London. He was the 2007 World Barista Champion, having won the UK Barista competition in both 2006 and 2007. He has a YouTube channel with over 2.3 million subscribers, where he makes videos about anything and everything to do with coffee. He is the author of The World Atlas of Coffee (first edition 2014, second edition 2018, third edition 2025) and the Sunday Times bestseller How to Make the Best Coffee at Home (2022). We discuss: The Growing Appetite for Coffee Knowledge Shifting Perspectives on Coffee Education The Fun Side of Coffee Exploration Feedback and Community Engagement The Distinction Between Home and Cafe Coffee The Role of Hospitality in Coffee Experience The State of Coffee Innovation The Importance of Thoughtful Decision-Making Creating Unique Value in Coffee Content Community and Responsibility in Coffee Links: https://www.youtube.com/@jameshoffmann https://www.jameshoffmann.co.uk/ www.theworldatlasofcoffee.com Related episodes: 242 : A Conversation with James Hoffmann 404 : Education, Home Brewing, and Launching a Roastery w/ Kyle Rowsell, September Coffee 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab SHIFT BREAK! What Customers Value and How to Deliver It 480: Focus on What Your Customers Love Insights into the specialty coffee industry and its challenges. 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 fall 2025 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 SPONSORS Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

The great Danny Meyer said, "Policies are nothing more than guidelines to be broken for the benefit of our guests". I come back to this idea often when trying to balance the tension between the need for structure and boundaries, and the freedom to be flexible in them and sometimes in spite of them. Today on Shift Break we will be talking about when to break the rules you make in your shop, when not to, and why it is critical to delivering on great hospitality to be flexible in how you operate. Related episodes: 414: Secret Ingredients for a Successful Coffee Shop 549: The Power of Great Consistent Work Over Time The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year HIRE KTTS 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 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

Discover the delicate balance between systems and the human elements that make a cafe thrive. Explore why copying systems without context can backfire and learn the importance of including barista input while upholding brand standards. Uncover how systems can sometimes mask bad leadership and stifle accountability. The conversation emphasizes prioritizing relationships over rigid processes and highlights practical leadership habits that foster a collaborative culture. Remember, great cafes are built on people, not just systems!

Sharing is caring!...but when you overshare with your managers it can easily be the opposite. You have a lot on your mind and often not a lot of people to share it with. The closest person is most often the manager or GM and they "get" to hear all about your plans, hopes, crazy ideas etc. Feels good for you, but for them it can be a huge burden that distracts them from their main work. Today on Shift Break we will be talking about why oversharing is a trap that should be avoided and what your discourse and relationship to your management team should look like to avoid burnout, overwhelm, distraction, and confusion. Toxic Vulnerability : Barista care, leadership, vulnerability, thoughtful management, coffee culture, coffee family , professionalism SHIFT BREAK: Respecting Your Barista's Professional Boundaries 363 : Setting Boundaries in the Coffee Shop w/ Tom Henschel SHIFT BREAK: Don't Celebrate Unhealthy Wins SHIFT BREAK: Owners, It's OK to Make Mistakes HIRE KTTS 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 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

Exploring the essence of specialty coffee, the discussion emphasizes the importance of authenticity over imitation. Small cafes must prioritize community needs rather than mimic big chains, as seen with Starbucks’ closure of stores. The conversation also highlights the significance of practical hospitality, focusing on intention and care to enhance customer experiences. Owners are encouraged to develop organizational self-knowledge, ensuring their unique identity shines through while avoiding misleading market trends.

I am excited to share with you another set of conversations from Coffee Fest! This time form Los Angeles 2025! We start with a discussion focusing on the growth of trining and education in coffee and baristas skills in underserved communities w/ LaNisa Williams of Barista Life LA LaNisa has been in the coffee industry for a total of 20 yrs but the last 10 yr have been devoted to the specialty coffee industry. She is the owner and founder of Barista Life LA/ Hustlers Cup and Black in Brew. Barista Life LA is a full service brand providing education, private consultations, and events in Los Angeles As a veteran at the forefront of accessible coffee education and culture I believe coffee is for all. She has embraced the passion for becoming a coffee master as a way of creating a more sustainable life for for herself and making opportunities for so many others while pursuing educational opportunities and giving back to my community as well as welcoming newcomers to the coffee industry. Link: https://www.instagram.com/baristalifela/?hl=en Next we get to talk all about effective management and working to serve a team of people as a leader through communication and operational excellence w/ Kat Padlan! Kat Padlan is the Founder of KapeBayan, a coffee consultancy focused on creating equitable, human-centered café spaces, and currently serves as Operations Manager at Lucky's Coffee Roasters in Southern California. With over a decade of experience in the specialty coffee and hospitality industry, Kat is passionate about cultivating environments that uplift both guests and teams, especially within marginalized communities. From managing café operations and building educational programming to consulting for emerging coffee businesses, her work centers around accessibility, transparency, and cultural connection. Kat believes inclusivity isn't a trend, but the backbone of a thriving coffee culture and strives to make that a reality in every space she touches. Link: https://www.orderluckys.coffee/ https://kapebayan.com/ We then get to chat about working to serve wholesale clients and help ensure their success through training and focus on the right things to make the biggest difference w/ Darrell Baskin! Darrell Baskin is the Sales Manager & Training Director, for Groundwork Coffee. He has been working in the coffee industry for 14 years. He has held many roles over time including barista, manager, trainer, director, competition judge and most recently sales manager. Darrell is passionate about the sharing of knowledge and support that helps to build a stronger, more inclusive coffee industry for all. Link: https://www.groundworkcoffee.com/ Finally we are talking all about taking the journey of learning through competition and business and how to use that experience to deliver real value for your coffee shop customer w/ Seidy Selivanow! Seidy Selivanow is the co-founder of Kafiex Roasters in Vancouver, Washington, where she combines her passion for coffee, community, and education. A nationally recognized competitor, she placed 7th in the 2025 U.S. Barista Championship and 8th in 2024, bringing creativity and storytelling to the stage through her signature drinks and presentations celebrating her Mexican heritage. Beyond competition, Seidy is deeply committed to mentorship and education. She has taught classes at Coffee Fest in both English and Spanish, presented in Mexico City at Exploradores de Café, and spoken two years in a row at the Women-Powered Coffee Summit. She also volunteers regularly with Cup of Excellence Mexico and serves on the Raise the Bar Committee, supporting scholarships for the underrepresented people in coffee. Link: https://www.kafiex.com/ Related Episodes: CHECK OUT FUTURE COFFEE FEST SHOWS! WWW.COFFEEFEST.COM

Yeah sure your staff take the customer's order, give them the change, and direct them to the pick up area, but you want more! Trouble is, even though you have talked about it and told them, you don't see a change. What gives?! Today on Shift break we will be talking about the often desired, always vaguely communicated, and angst inducing topic of how to get baristas to meaningfully engage your customers. The goal is to help you take this on as a collaborative project, one in which much of the onus rests first on yourself and then the staff. Related Episodes: 527: Thoughts on How to Approach Training and Onboarding 018: Hiring, Culture, and the Future of your Shop Motivating Staff Through Culture 291 : What to do if Your Baristas Wont Listen to You HIRE KTTS 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 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

Knowing all the information and having all the coolest and best gear does not means your shop will succeed. For the purpose of todays conversation let's just say all the things we assemble under the roof of out shop are just the bricks. What's the mortar that holds t all together? People! Today we get to chat all about how to focus on people to fuel the best retail experience for both staff and customers alike w/ Mike Cosentino! Mike Cosentino, CEO of Big Peach. Big Peach is one of the largest and most recognized specialty retailers in North America, with business units spanning the Specialty Running (Big Peach Running Co.) and Bicycling (Big Peach Ride + Run) retail segments. Headquartered in Atlanta, the company serves athletes and fitness enthusiasts of every level beyond its brick-and-mortar locations through a dynamic e-commerce platform (BigPeachRunningCo.com) and innovative mobile retail experience (Big Peach On-Wheels). His new book, It's Not the Bricks, It's the Mortar: Optimize Your Retail Business for Lasting Success offers a battle-tested framework for service-driven retail organizations… from a current operator. No formalities. No fluff. This is not content from an academic researcher, industry consultant or ghostwriter. This is entrepreneur Mike Cosentino sharing powerful lessons from decades of experience, while still leading his own retail enterprises. Whether accelerating growth or withstanding the unexpected, his systems favor the confident empowerment of others – – while disfavoring the constant oversight often required by most leaders. The book includes two life-altering personal events that every reader will relate to, reminding us that success in this industry can't be achieved on hustle alone. Related episodes! 446: Building a People-First Coffee Tech Culture w/ Jason "Double J" Johnson, Black Rabbit Service Co. 416 : People-First Principles for Growing Your Shop w/ Mike McFall of Biggby Coffee 394 : Happy Coffee People w/ Wendelien van Bunnik 194 : Encore Episode! Leadership in the Cafe: 10 Steps to being a People First Leader | Aired January 17 2017 People…not Objects 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference 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 fall 2025 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 SPONSORS Want a beautiful coffee shop? All your hard surface, stone, Tile and brick needs! www.arto.com Visit @artobrick The world loves plant based beverages and baristas love the Barista Series! www.pacificfoodservice.com

In this engaging conversation, Erik Johnson, founder of Thinkwell Coffee and professional roaster since 2012, shares his unique approach to coffee roasting. He emphasizes treating each roast as a unique artistic endeavor rather than sticking to rigid profiles. Erik discusses the balance between intentionality and consistency, adapting roasts to suit customer preferences while preserving the coffee's inherent character. He also provides insights on adjusting heat and airflow to enhance flavors, making the art of roasting accessible to everyone.

We all want to make a difference with our work. The trouble is that the busyness of a coffee shop tends to pull our attention in a million different directions and we rarely get an opportunity to see if indeed we are making that difference. This leads to a lot of stress, burn out, and a demoralization that can easily shut down a business by first shutting you down as the leader. Today on shift break, we are going to be talking about some mindsets and strategies you can use to checkin in on and stay connected to the truth of the situation. The truth is you are doing better than you think and your continued work, when done in honor of your existing good work, is way more sustainable. Times are tough, it's time that you carved out time to see the truth and discipline yourself to reflect on the good as you go. Related episodes: 111 : Self Care 101: Taking care of yourself while taking care of others 318 : Why Your Shop is Key to the Success of Coffee 100! Why YOU are the Key 545: Breathing Life Into Your Coffee Shop 380 : Founder Friday! w/ Cary and Cindy Arsaga of Arsaga's Coffee Roasters 111 : Self Care 101: Taking care of yourself while taking care of others Emotions, Self-Sabotage, and Telling Ourselves the Truth SHIFT BREAK: Owners, It's OK to Make Mistakes Higher Degrees of Imperfection SHIFT BREAK! The Work of Offering Kindness in the Cafe APPLY NOW TO 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 fall 2025 Cohort: Click below to learn more: APPLY TO KEY HOLDER COACHING GROUPS HIRE KTTS 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 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