Keys To The Shop : Equipping Coffee Shop Leaders

Your customers are not just in the shop. They are not even just in your city. They are anywhere your digital footprint treads and how you manage that experience will determine the quality of the experience people have with your brand. Today we are going to be chatting about the importance of digital hospitality and why it needs to of equal importance to in person service. Related Episodes: 120 : Social Media 101 w/ Jenn Chen 227 : Connecting with Hearts and Minds 234 : Actions and Strategies to Improve your Messaging w/ Garrett Oden 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. Need consulting or coaching? Reach out to KTTS Consulting! Chris@keystotheshop.com Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

We have created a monster. Over the years our quest to please the customer has turned toxic as it ignores the well being of our staff and enables entitled, rude, and even abusive behavior. All this in the name of the miss guided notion that "The customer is always right". In today's episode we will be exploring this toxic customer service culture, what is behind it, what its impacts are, and how to begin the process of replacing it with a heathy culture of boundaries and support that create a great experience for both staff and customers alike. Link: Food and Wine article Related Episodes: The Customer service pro is not Always Right 151 : How to Respond and React to Negative Feedback : 5 Step Process 248 : The 5 Elements of Resourcing your Team 244 : Top 10 Ways to Lose Employees 019 : 10 Reasons to Love the Customer w/ Chris Deferio Need consulting? Reach out! chris@keystotheshop.com The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

Welcome to the new series produced in partnership with Roast Magazine, "Rate of Rise: Elevated conversations on Roasting"! Every first Friday we will be interviewing roasting experts from around the world to discover wisdom and insights that will help you thrive in your roasting business. In this inaugural episode we are going to be talking with the amazing Anne Cooper or Equilibrium Master Roasters! With over 25 yrs working in the Coffee Industry, Anne is an Australian Roaster who has gained extensive experience in many areas of the coffee industry as Barista, Café Owner/Manager, National Barista Trainer & Assessor, Head Roaster/Roasting Production Manager at both a National & International level. A certified Q Grader, Anne regularly attends, volunteers, competes in & judges coffee competitions in Australia, USA & Brazil. With her consulting company, Equilibrium Master Roasters, Anne continues to develop her extensive roasting skills & knowledge with exposure to a wide range of roasting companies & machines and various roasting techniques / industry relevant processes & protocols - she is really passionate about passing on skills & knowledge to the next generation of flame keepers. In our conversation we focus on setting yourself up for success through data, equipment knowledge, establishing solid protocols, and balancing the use of software and tools with a deep sensory understanding of the roasting process. There is a ton of fabulous information here to help you kick of 2021 the right way! We cover: What's changed in roasting perspectives over the last decade Barrier to entry in the roasting profession The balance of software and sensory as tools to achieve flavor Data collection and decisiveness The importance of palate preference Are you roasting the coffee or the software? Finding your palate preference Getting to know your specific machine Common misconceptions of new and experienced roasters Why sharing roast curves is not really helpful Identifying human error before equipment error Links: Equilibrium Master Roasters Roast Magazine Audio Articles Related Episodes: 152 : Essential Advice for Starting a Roastery w/ Jen Apodaca 063 : What Your Roaster Wants you to Know w/ Rob Hoos, Author, Modulating the Flavor Profile of Coffee 078 : Exploring Green Buying and Sensory Analysis w/ Amanda Juris 082 : Knowledge and Flavor w/ Cosimo Libardo This episode is brought to you by Roast Magazine! Visit them and subscribe over at: www.roastmagazine.com

Last Shift Break of 2020! As this year wraps up and we set our sights on the next there are a few things I believe we would greatly benefit from focusing on in order to build resiliency and a thriving business. Today we will be discussing a few of these things and why focusing on them can transform your shop for the better! Related Episodes: Systems as Care Bridging the Values-Action Gap 004: Leadership in the Cafe : 10 Steps to Being a People First Leader 257 : A Conversation w/ Morgan Eckroth of MorganDrinksCoffee! 170 : Why your Inventory Counts w/ Albert Amar and Pierre-Francois Rio of SwiftCount 223 : Building a Financially Resilient Business w/ Andrew Carroll 202 : Mastering your Finances and Accounting w/ Keila Hill-Trawick of Little Fish Accounting Need consulting or coaching? Reach out to KTTS Consulting! Chris@keystotheshop.com Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

This year has been a mental and emotional test of endurance like no other. Add to the pandemic the already existing stresses and pressures in the cafe as customer face professionals and you get a perfect storm of both feeling the need for mental health wile simultaneously feeling helpless to actualize it. Even though mental health has been top of mind, it can be hard to move it from a "Should" to "Must" and as we look forward to the new year at the close of this incredibly challenging one, resolving to prioritize our mental health will make a monumental difference both for us personally and the people we lead. To help guide us in this pursuit we are going to be talking with Dr. Lara Pence! Dr. Pence attended graduate school at Widener University where she obtained her Doctorate Degree in Psychology (PsyD) and her Masters in Business Administration (MBA). In 2010, she opened her own private practice, Chief Mind Works, in Dallas, TX. Early in her career she worked primarily with individuals suffering from eating disorders, anxiety, and depression both through individual work as well as intensive group workshops. She later branched out to work more specifically with entrepreneurs who were looking to elevate their leadership skills and execute more efficiently at work, and professional athletes who needed support in understanding the mind/body connection and its impact on performance. In 2018, Dr. Pence began consulting for Spartan Race, the largest endurance racing organization in the world to implement a curriculum that provides a mental pathway to change and transformation, and began hosting a weekly video series, Spartan MIND. Dr. Pence also works at the Unbeatable Mind Coaching Program alongside Mark Divine, and has recently launched her own product – LIGHFBOX – a tool used to strengthen mental health and wellness. She also began a new podcast, Curious Minds with Dr. L, where she and her guests use curiosity as the cure for stagnation. She has served on the Board of Directors for various non-profit organizations, and has been featured in various publications, media outlets, and podcasts, including Good Morning America, the BBC, Glamour, Vogue, WebMD, Psychology Today, and the Huffington Post. In today's conversation with Dr. Pence we are going to explore many absolutely critical topics that will set us up to prioritize our mental health in the new year. This is the perfect way to end the year and I hope you get a lot out of this episode! We will be covering: Why dont we prioritize our mental health Taking stock of our relationships Making mental health practices stick How knowing our values guides our success Self and situational awareness The masks we wear Matching values to circumstance What are common things that degrade our mental health Setting boundaries The value of hard conversations Negativity bias Checking in with ourselves and others Links: www.drlarapence.com Instagram Related Episodes: 201 : Igniting your Curiosity w/ Cody Gough 213 : Coping with Corona using Emotional Intelligence w/ Andrea Hoban of Oji Life Lab 176 : Harnessing Emotions at Work w/ Andrea Hoban of Oji Life Lab 095 : Dealing with Stress in the Cafe w/ Wellness Counselor, Joe Sanok 111 : Self Care 101: Taking care of yourself while taking care of others Need consulting? Reach out! chris@keystotheshop.com The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

Connection with our audiences has never been more important. How do we go about truly delivering value and building a strong community that resonates with or message all while staying true to our core "why" ? Well, today we are going to be talking with and learning from someone who has cultivated all of those things and has created the largest online coffee following in the world as a result. Today we get to have a conversation with Morgan Eckroth of MorganDrinksCoffee! Morgan is a barista and content creator, having worked in the specialty coffee industry for 3.5 years. With over 5 million followers across TikTok, YouTube, and Instagram, she shares her love for coffee through comedic customer service sketches, vlogs about her job, and educational videos. Morgan also released a line of coffee in collaboration with Wrecking Ball Coffee in December 2020 and is working to continue creating a link between baristas and their customers through a shared love for coffee and a dash of humor. In this conversation we will be exploring Morgans beginnings in the industry as a barista and competitor, then diving into the story of how MorganDrinksCoffee was born, how it has grown, and the insights and lessons Morgan has learned along the way. When we look into what the future holds for hospitality, we need to fully embrace our distributed online audiences and create for them a specialty experience just like we do for those who frequent our in-person shops. Morgan shares a great deal of wisdom to help get us where we need to be as an industry. We cover: The evolution of MorganDrinksCoffee Managing both cafe life and the social platform Creating a message that connects people Lessons in marketing Community inspiration Attracting the younger generation Balancing and curating the message at scale How to approach digital hospitality Not using celebrity as leverage Balance of sales and story in marketing Quantity of fillers vs quality Advice to baristas and owners Links: https://morgandrinkscoffee.com Instagram TikTok Morgan Recommends these IG accounts: Glitter Cat Erica Escalante Umeko Motoyoshi Related Episodes: 242 : A Conversation with James Hoffmann 222 : How to have Difficult Conversations about Race and Justice w/ Kwame Christian COVID-19 Focus : Erica Escalante, The Arrow | Acting Quickly, Leading Well, and Fighting for Connection 097 : Founder Friday w/ Erica Escalante of The Arrow Coffeehouse (Now Cafe Reina) 215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D. 210 : The Future of Retail w/ Doug Stephens | CEO of The Retail Prophet Need consulting? Reach out! chris@keystotheshop.com The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

One of the most counterintuitive ways to make progress in the right direction just may be slowing down your decision making and response time. We are bombarded with pressure everyday from all sides to make decisions about a myriad of subjects both large and small. Often we will resort to making quick decisions in the moment that we might regret later. In today's Shift Break we will be talking about why slowing your your response time can create a greater likelihood for good decisions down the road. Related Episodes: 184 : Making Great Business Decisions w/ Dave Stachowiak 181 : Organizational Self-Knowledge 252 : Founder Friday w/ Klaus Thompson of the Coffee Collective, Denmark 253 : Mindsets that Sabotage Success Need consulting or coaching? Reach out to KTTS Consulting! Chris@keystotheshop.com Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

It's Founder Friday! Today we are visiting the wonderful city of Bangkok, Thailand as we have a very interesting and inspiring conversation with Varat Vichit-Vadakan. On top of being the 2014 barista champion of Thailand, Vichit or "Tae" as his friends call him, is the founder of Roast Coffee & Eatery and Roots Coffee Roaster in Bangkok, Thailand. Over the years he has expanded to many other food and beverage concepts but always with the coffee at the center. At Roots Coffee Roaster they source 100% Thai coffee and they are heavily invested in creating a virtuous circle from farmer to consumer through their direct relationships. In our conversation we get to hear about the early years where many important and hard lessons were learned that informed how they conduct business today. This is a fantastic conversation that shines light not only on the great work of Varatt and his team, but also on what is happening more and more at origin as consuming markets in coffee growing countries are gaining momentum. After this I m sure you will want to pay a visit to to Bangkok and taste the awesomeness for yourself. We discuss: Beginnings in coffee from a marketing career Hard lessons form early failures Tapping into success through listening Coffee culture in Bangkok Evolution of Thai coffee Building a customer base over time Expanding and evolving form past experiences The keys of service style and consistency The consumer market in Thailand Complete circle value chain in Thailand Sourcing and serving Thai coffee Meeting your customers where they are Links: www.rootsbkk.com Instagram The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service

Making decisions on the way things go on the bar can seem like a pretty easy thing to do once you are convinced as the leader or owner. The trouble is when you do not make your decisions with empathy and deference to the barista and how they will perceive it or how they are even able to accomplish it. This lack of regard and impatience produces a lot of stress and bad blood that can be avoided. Today we will talk about the difference that deference can make when we make decisions that impact the lives of those we employ. Related episodes: 080 : Changing things in the Cafe : A workflow for Refinement Good baristas are not born, they're made Your Employee Handbook is Worthless The Broken Chair Elevated batch brew and so much more! Ground Control Cyclops Brewer Your Own Branded App! www.espressly.co

When we talk about equity we often we are just scratching the surface of what is going on deep in the structure of the coffee industry. Today's guest, Phyllis Johnson has dedicated much of her career to bringing to light the deeper generational inequities that hold people back. Her new book, "The Triumph: Black Brazilians in Coffee" profiles two families whose inspirational stories are rewriting the narrative for future generations of marginalized people in coffee farming. Phyllis Johnson is the President and co-founder and CEO of BD Imports, and In addition to owning and operating a social enterprise over the past 16 years, has served as lead international consultant to the United Nations International Trade Centre, Women in Coffee Program. In addition Phyllis founded The Coffee Coalition for Racial Equity, a not-for-profit organization whose mission is to build greater racial diversity and equity in the U.S. coffee industry. In our conversation today we will be discussing her new book but also diving into the issues that were a catalyst for this book. As we enter into a new year after such a strained and tumultuous 2020, our sights, more than ever, should be on how we can use our positions in the industry to help others, like those featured in this book, rewrite the narrative and create more opportunity, visibility, and representation across the whole spectrum of our global coffee community. Among many things, we discuss: How we see black people in coffee The importance of landownership Creating space Interrupting the pattern Visibility and opportunity Representation Choosing coffees based on story and support Using our buying power for good Links: https://www.bdimports.com https://coffeeforequity.org Related Episodes: 183 : Exploring Diversity w/ Phyllis Johnson 153 : Exploring the Peace Trade in the Congo w/ Mighty Peace Coffee 116 : Understanding Gentrification w/ Dr. Stacey Sutton 139 : Founder Friday w/ Kusanya Cafe co-founder, Phil Sipka 245 : A Conversation with the World's Youngers Q Grader, Frankie Volkema, Founder of Joven Coffee COVID-19 Focus: Perspective form Burundi w/ Jeanine Niyonzima-Aroian, JNP Coffee Starting a shop -or- want to level up you operations? KTTS Consulting can help! | Email me: Chris@keystotheshop.com The BEST in commercial coffee equipment! www.prima-coffee.com/keys Want the best plant based beverage for your coffee drinks? www.pacificfoods.com/food-service