Keys To The Shop : Equipping Coffee Shop Leaders

Boy oh boy this is a hard question. The initial reaction you might have to this will depend on your position in the cafe, your knowledge of the circumstances around the firing, and your ability to consider more than just the individual in question. In other words, it depends. On today's Shift Break we will be talking about how to think about this question and what areas need to be considered before you give a definitive answer that may have unintended consequences on your coffee shop, and more importantly, the people that work in and frequent it. Listen to these related episodes next: Two responses to Accountability It's not You, It's Me Passive-Aggressive Management When Patience is not a Virtue Why You Need to Back up Your Policies 301 : Hiring and Training for Excellence 329 : How to Teach Company Values to Your Staff Visit our Sponsors!!! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Innovation in the coffee industry is no longer just about large companies tweaking their standard equipment, but it is becoming democratized through small companies bringing their ideas to market through networking, research, and good old fashioned hard work. Today we are going to be talking with 2 of the 3 founders of one such company who sought to create the brew they always wanted but could not find. WE sit down with Michael Butterworth and Ozgur Jerdan of Etkin Design! Etkin believes that when brewing coffee, you shouldn't have to choose between batch size and quality. If you brew coffee for your friends and family, you're often stuck making multiple batches. The Etkin Dripper is a new, flat-bottom coffee dripper optimized to make up to one liter of coffee. Its proprietary design helps ensure an even extraction and ideal brew time resulting in a sweeter, more full-bodied cup of coffee. Michael is a long time industry pro who has been a Q Grader, competitor, cafe trainer, and is an active AST certified trainer Ozgur is from Istabul,Turkey where the brewer is made with local porcelain and has a long history in academia around ESL, education, and organizational direction. Aaron O'Neal is the other cofounder who is not present in this interview. His history and expertise is in the work of media and marketing consultation and leadership as well as a deep love and enthusiasm for coffee. In our conversation today we explore the story of how these three friends conceptualized and brought this brewer to market, the relationships, challenges, and what their story means for innovation, hospitality, and how we enjoy coffee at home. We Cover: Unique journey to market Hospitality Proper brewing geometry Creating ease for hosting Relationships in business Crowd funding and democratizing innovation Building trust with the manufacturer Turkish culture of hospitality Is home brewing tech too complex? Consumer journey and goals Links: https://etkincoffee.com/ @etkindesign Related episodes: 016: Raising the Bar on your Customer Experience w/ Michael Butterworth 360: Encore Episode! Hosting Consumer Coffee Classes: 7 Tips for Success Sustainability Series #4 : Consumer 092 : Tony "Tonx" Konecny of Yes Plz : Consumer Accessibility, roasting, 3rd wave, subscription 349 : Talking About 21st Century Coffee w/ Kenneth Davids 216 : Helping your Customers Brew at Home w/ Brian Beyke , I Brew my own Coffee Podcast 333: Bridging the Professional and Home Barista Gap w/ Lance Hedrick of Onyx Coffee Lab Interested in leveling up your coffee shop? 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

It happens all the time. We create and conduct training sessions, programs, and systems that contain a lot, but do not produce a lot. We end up with staff that are ill equipped for handling the day-to-day work and challenges that await them and as a result the customer receives an inconsistent experience. On today's Shift Break we will be talking about the number one way we create ineffective training programs and what we should be investing into in order to properly train and prepare ours staff and business for long term success Please listen to these related episodes: 339 : What Good Barista Training Produces 313 : Coffee Education and Training w/ Michael Phillips of Blue Bottle Coffee 301 : Hiring and Training for Excellence 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles 235 : 4 Tips for Training your Staff 130 : Anne Nylander | Training Principles for Specialty Coffee Professionals 119 : Barista Training Masterclass w/ 2009 WBC Champion, Gwilym Davies Like the episode? Subscribe, share, and rate the show! Visit these amazing sponsors! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

How we perceive something impacts the decisions we make when buying or selling it. That in turn shapes consumers perceptions and then the market. Tea has long been a part of the coffeehouse, but has suffered from a severe lack of attention and intentionality. As a result the way we represent tea in many cafes has a negative impact of the tea farmer in effectively disappearing their work and craft. These are the types of issues that today's guest has sought to address. After leaving her corporate job Annie Xiang founded Volition Tea. As an Asian American owned business is core to how Volition operates with every decision centering around serving their community and the farmers whom we have the privilege to know. Instead of focusing on transparency and direct-trade for the sake of marketing, Volition shares the stories of tea farmers to cultivate empathy across communities. Through their intensive focus, highly curated offerings, and education Volition is making a real impact. In this interview we will be talking with Annie all about how Volition began, its values, and the practical ways we can adjust our mindsets and practices to usher in a better future for tea and tea farmers through our cafes. We discuss: Starting volition How tea farmers are unique Telling their story Breaking down the Types of tea How to curate your menu Getting staff exited about tea Tapping into the tea market True transparency in tea Training people in tea Tips for selecting, storing, and using Re-steeping Sourcing and relationships Links: www.volitiontea.com @volitionteaco on IG Related Episodes: 282 : How to Listen to your Customers How to talk to Customers about Coffee 361: Managing Roastery Relationships and Logistics w/ Corey Turner of Andytown Coffee Roasters Eliminating menu items Humanely 080 : Changing things in the Cafe : A workflow for Refinement 002: Master Your Workflow w/ Ryan Soeder Interested in leveling up your coffee shop? 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

How do you measure the impact of you business? We talk about metrics mostly related to finances and judge success accordingly. But the deeper and more fulfilling impact a coffee shop can have is based in relationship. You may ask yourself the question, does what I am creating or have created have "heart and meaning"? If your answer is yes and you stick to it long enough, you might end up with a legacy similar to our guests today, Cindy and Cary Arsaga In 1992 Arsaga Coffee was founded in Fayetteville Arkansas and this month marks the 30 year anniversary of Arsaga's. Cindy and Cary have been serving generations of people through their unique, warm, and welcoming shops. Their goal has always been to provide a space that fosters true community, connection, and the positive life change that results. Today they are pillars in the North West Arkansas community and continue to serve great coffee in authentic spaces with simplicity and integrity. Arsaga's was the first coffee house I was a regular of and where I first learned to love coffee and the coffeehouse as a dynamic space. I was not only the catalyst for my career but it was the force that inspired innumerable lives. Needless to say this a really special episode to me. So today we get to hear the story of how Arsaga's was born from an, how it grew organically and with soul, how they took on bigger projects such as baking, food, and roasting, all while staying true to their roots of "Heart and Meaning". We cover: How coffee basically saved Carries life The epiphany Goals for creating community Beginning the journey and finding their way Early inspiration and creating energy and a community space Staying true to yourself Fostering connection Learning how to operate a public space The journey of roasting and scaling without losing culture Hiring the right people Creating magic in peoples lives Going from organic growth their intentional development / being organized Working with family Challenges, lessons, and proud moments Links: www.arsagas.com Instagram @arsagascoffeeroasters Related Episodes: 329 : How to Teach Company Values to Your Staff 018: Hiring, Culture, and the Future of your Shop Bridging the Values-Actions Gap 208: Building a Company that Cares w/ Kyra Kennedy of Baratza 166 : Founder Friday! (Special Curated Edition) : Four Awesome Perspectives on Caring for Staff from past Founder Friday Episodes 139 : Founder Friday w/ Kusanya Cafe co-founder, Phil Sipka 232 : Founder Friday w/ Blew Kind of Fanny Lou's Porch 279 : Founder Friday! w/ Daniel Brown and Nephthaly Leonidas of Gilly Brew Bar 305 : Founder Friday! w/ Andrew Sinclair of MadLab Coffee, Los Angeles, CA Visit our amazing Sponsors! www.groundcontrol.coffee www.pacficfoodservice.com

Thankfulness, positivity, affirming others, and seeking out the good can easily be things that get pushed aside in favor of the problems, stresses, and challenges of this life. As a result we develop a lob sided perspective in reality. On today's Shift Break we will be talking about how we can pursue thankfulness and seek out the positive in the midst of the challenge to have a full and truer view that actually gives life. Related episodes: Priorities and Deep Thankfulness Thankfulness : The key to joy in the journey 317 : Encore Episode: Death by Comparison Skewing Positive The Affirmation Vacuum Like the episode? Subscribe, share, and rate the show! Visit these amazing sponsors! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

Communicating hard things is hard! The good news is that is does not have to be ineffective or worse yet, turn into something problematic or toxic. There are ways to deliver necessary feedback to employees (or anyone for that matter) that will not only show that person respect but also allow you your dignity as well. I wanted to re-share this old episode today with our friend Tom Henschel because there are many of us who are struggling with communicating to our staff regarding their performance, behaviors, expectations, etc. In this conversation Tom outlines a simple 4 step process that you can use to deliver difficult feedback well. Tom Henschel is an expert in workplace communications and executive development. Over the past 25 years, he has helped hundreds of senior leaders achieve The Look & Sound of Leadership.TM In addition to coaching executives, Tom facilitates team events and delivers highly interactive trainings in the areas of effective communications, presentation, and influence skills. Tom's popular podcast, The Look & Sound of Leadership, airing since 2008, is consistently cited as "What's Hot" in the business podcasts on iTunes. Links: Tom's Company: www.essentialcomm.com Tom's Podcast: The look and Sound of Leadership 4 Step Feedback Model PDF — Keys to the Shop Related Episodes: 363 : Setting Boundaries in the Coffee Shop w/ Tom Henschel 052 : Solving Coworker Conflict w/ Tom Henschel 221 : Building your People Program w/ HR Consultant Dana Goodwin 165 : The Art of Deep Listening w/ Oscar Trimboli Interested in leveling up your coffee shop? 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

"Don't let the perfect be the enemy of the good" This quote from Voltaire has been passed around a lot over the years, even still it seems we always find ways to procrastinate on starting things because we either want it to be perfect, feel fear of looking bad, don't think we have the time, or perhaps we jus don't feel the urgency. On today's shift break we will be talking about how embracing the practice of taking imperfect action can radically transform you and your coffee shop. Related episodes: Make Your Problems More Specific Managing Expectations in Systems Doing What You Want -vs- Doing What is Needed Making a Decision Pipeline Turning Radius Like the episode? Subscribe, share, and rate the show! Visit these amazing sponsors! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co

It is easy to assume that a managers main role is only to take on basic administrative tasks. At least this is the way I would argue most shop treat the role of manager. It is too often a "set and forget" scenario that inevitably leads to managers being in the dark, ill equipped, and frustrated. Ultimately this is all due to a lack of development and a failure of ownership to play an active role in it. On todays episode we will be talking about five key areas that need to be developed in managers consistently as the primary way to facilitate their success, and in turn, the success of your business. We will cover: Admin tasks Leadership skills Accountability to Standards Cafe evolution Clarity, communication, and being informed Maintaining a constant focus Avoiding misuse of your authority Related episodes: 028 : Why it's Ok to be the Boss w/ Bruce Tulgan : A guide to defining and fighting the under management epidemic in your cafe so you can be the manager your staff need 261 : The Basics of Managing Managers 229 : 7 Tips for New Managers 373 : The Owner's Role: 5 Behaviors for Effectiveness Interested in leveling up your coffee shop? 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

It's wild to me that this still exists in coffee. The idea that we can throw a new hire in to the mix of a shift in a new cafe and expect that they will prove themselves as being valuable based on if they fail or thrive. On today's Shift Break we will be talking about why this "sink or swim" mentality is glorified laziness, culturally dangerous, and what we should be doing as leaders to train our people. Related episodes you need to hear: Unofficial Trainers & Fair Compensation 339 : What Good Barista Training Produces 301 : Hiring and Training for Excellence 296: Holistic Barista Training w/ David Castillo of Go Get Em Tiger , Los Angeles 235 : 4 Tips for Training your Staff Like the episode? Subscribe, share, and rate the show! Visit these amazing sponsors! The best espresso machines in the world! www.lamarzoccousa.com Custom branded mobile apps for your shop! www.espressly.co