Keys To The Shop : Equipping Coffee Shop Leaders

Growing and learning from the experiences of others is what this show is all about. A lot of growth and learning happened this past weekend in Tacoma during the Coffee Fest PNW trade show where I was able to record three interviews with people I met during my seminars. In order of appearance we will be hearing from: Scott Palmer who, along with his wife Alana is opening Palmer House in Grand Rapids, MI in the Spring of 2020. Next we talk with Kristine McRae who owns Bering Tea and Coffee in Nome Alaska. Finally we wrap up with Stephanie Kayser, Director Operations for Dalina in Vancouver, BC, Canada. All three of of these interviews offer unique insights that will help and encourage you in your coffee journey and it was a joy to get to meet them and hear their stories. Some of the things we will learn about are: Building a shop to truly serve the customer Listening to your staff Having empathy and the big picture in mind The importance of communication and constant learning Expect another one of these Coffee Fest interview episodes next time for Coffee fest NYC. This time with even more interviews and tons of value. Links: Dalina Bearing Tea and Coffee Recommended past episodes: 079 : Interviews from Coffee Fest Baltimore 2018 142 : Entrepreneur Interviews from Coffee Fest NYC! 2019 157 : Four from the Floor : Interviews from Coffee Fest Indianapolis 2019 Go visit our awesome Sponsors! Prima Coffee: Now listeners get 5% off their purchase (some restrictions apply) when they use promo code "HOLIDAY5" www.prima-coffee.com/keys Pacific Barista Series: Plant Based Performance Beverages www.pacificfoods.com/food-service

Managers are looked to all day long as agents of clarity. Questions are a constant and this aspect of management is core to being able to drive results in creating a great culture and a successful bar. That said, it can be frustrating since you don't always have the answers and the steady drip of questions and need for clarifying information can wear you down. Today we are going to chat about the importance of being the point of clarity and the issue around it. Related episodes: Communicate, Duplicate, Repeat Creating a Feedback Culture Why it's OK to be the Boss w/ Bruce Tulgan More great episodes on www.keystotheshop.com/episodes Visit our sponsor Odeko to make inventory and ordering a breeze! odeko.com/keystotheshop

One of the world's most compelling cafes is also run by one of the world most iconic and trusted espresso machine companies. Located in the lobby of KEXP, the La Marzocco Cafe in Seattle, WA has been operating for almost 4 years. Every 4-6 weeks the cafe is taken over by different world-renowned roasting companies who design a full experience that represents their brand to the guests visiting the shop. La Marzocco Cafe staff and management are not only tasked with representing the coffee well in each residency, learning new workflows, and information - but they must also be able to communicate the ethos and vision of the resident roaster to the customers who come to experience what that particular roaster has has to offer. When you are essentially opening a new cafe every month you need systems, communication, and the right people to work in this environment of constant change. This is what we will be discussing today with the two people who head up this mammoth effort, Program Director, Amy Hattemer and Cafe Manager, Carolyn Reddy. Between the two of them we get an inside look at how the cafe came to be and how it operates such an amazing concept so successfully. In this conversation you will learn about: The genesis of the La Marzocco Cafe Their hiring and training process Operation of a residency The values that drive the cafe The importance of feedback Managing change seamlessly Links: www.lamarzoccousa.com La Marzocco Cafe on Instagram LaMarzocco Blog * Get the bonus audio and transcript! Get on the email list HERE! * Related Episode: 089 : Andrew Daday, GM of La Marzocco USA : Leadership, Innovation, Service, Heritage 163 : Lessons from Crush the Rush w/ Josh Littlefield 084 : Crushing the Rush Get amazing equipment from amazing people! www.prima-coffee.com Your cafe needs the plant-based beverage goodness of www.pacificfoods.com/food-service

Creating a new role in a coffee shop is often done when we face the prospect of losing on of our key staff members. We scramble and promise the world if they would just stay. This is missing the mark in several ways and today we will be chatting about a better approach that will actually serve the business and your staff better long term. Visit our sponsor! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop

Running a successful business is all about the quality of your decisions. Whether large or small, each one plays a part in shaping the company and either strengthening or compromising it. To help give us a frame-work and foundation for making quality decisions we welcome back to the show, Dave Stachowiak. Dave is the host and founder of Coaching for Leaders, a top-rated management podcast downloaded 10 million times. With more than 15 years of leadership at Dale Carnegie and a thriving, global leadership academy, he helps leaders discover practical wisdom, build meaningful relationships, and create movement for genuine results. Dave is also founder of the Coaching for Leaders Academy, a year-long leadership development cohort. The Academy is an intimate group of managers, executives, and business owners who work personally with him and other participant leaders to develop their leadership excellence -- and empower each other through global relationship building. Among other great things, you will learn about: Modeling habits The role vision plays How to develop courage The value of moving Community and accountability Links: www.coachingforleaders.com Dave on LinkedIn Book mentioned by Dave on Vision: Vivid Vision by Cameron Harold Related past episodes: 059 : Founder Friday! Joshua Boyt, Metronome Coffee 135 : Staying Motivated in the Midst of Difficulty Visit our sponsors! www.prima-coffee.com www.pacificfoods.com/food-service

This is a truly scary reality that so many cafe employees have had to deal with. Symptoms of getting bit by these bosses looks like overloaded schedules, no boundaries, burnout, stress, and unhealthy self-sacrifice to "prove" yourself to the company. Today we are going to chat about this reality and what we can do to avoid it, deal with it , and not to be a blood sucking boss ourselves. Be careful out there! Visit Our Sponsors! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

Creating a coffee bar and working in retail all boils down to practicing hospitality. We want to practice this on behalf of our guests and our staff but without taking a critical look at how and who we welcome in, we are not really showing hospitality. We need to look at our thoughts, behaviors, and actions critically in order to grow in any area of life and it is in that spirit that we are going to be exploring diversity today with one of our industry's most accomplished and impactful thought leaders on equity, diversity, and inclusion, Phyllis Johnson! Phyllis Johnson is the co-founder and president of BD Imports, an award-winning social enterprise focused on responsible sourcing of specialty coffees. The company is the recipient of numerous awards including, Responsible Business of the Year and Diverse Supplier of the Year. A pioneer of the women in coffee empowerment movement, Phyllis led the conversation at the United Nations to secure initial funding and work to support women in coffee initiatives. She has consulted for the United Nations International Trade Centre, leading the formation of the International Women's Coffee Alliance chapters in east Africa. She has had the pleasure of sharing her perspective and the value of working with women entrepreneurs at the World Trade Organizations and United Nations. Her work has been the subject case studies taught at Oxford University and Harvard Business School. Phyllis holds a Bachelor of Science degree in Microbiology from the University of Arkansas, Fayetteville and a Master's in Public Administration from the Harvard Kennedy School. She is the recipient of numerous awards including the Harvard Kennedy School, Barbara Jordan Award for Women's Leadership. Her work was recognized by a 2019 Maggie Award for Roast Magazine article, Strong Black Coffee, Why Aren't African Americans More Prominent in The Coffee Industry. Phyllis has served on numerous boards including the Specialty Coffee Association, the International Women's Coffee Alliance, Coffee Quality Institute, and the National Coffee Association In this episode we will be encouraged, challenged, and equipped with insights to take the first steps in making diversity a reality in the shop or anywhere we have influence. Among may things, we discuss: The power of self examination Getting over the fear found in discussing diversity The business benefits of a diverse shop culture Avoiding tokenization Unconscious bias and blind spots First steps to take and the scale of our action Links: www.bdimports.com Phyllis' Instagram Phyllis LinkedIn Related Episodes: 159: Addressing Unconscious Bias w/ Lauren Lathrop 116: Understanding Gentrification w/ Dr. Stacey Sutton 139: Founder Friday w/ Phil Sipka, Kusanya Cafe 067: 6 Truths about Power 165 : The Art of Deep Listening w/ Oscar Trimboli Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Today we are talking about scaling and transitions with the founder of Indie Coffee Roasters, Alec Tod! Founded in 2013 with a home roaster on his back patio, the business has undergone several stages of change and growth over the years to get them to where they are today in their new retail / roasting facility serving the people of Indianapolis, IN. Today we are not only hearing the story of Indie Coffee Roasters but we are focusing on life in the transition points. What was it like to scale the business and what was the impact it had on the relationships of those in charge of the business. It has been 7 years of pretty constant growth and change and Alec lays out what contributed to their success in navigating these inflection points behind the scenes. Some of the things you will learn: The role a solid vision plays in helping guide growth Finding great partners The benefit of taking on investor/partners How to decide what to buy and where to change Being comfortable with role displacement Learning to not let the business run you Avoiding burn-out Links: www.indiecoffeeroasters.com Instagram Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service

Sometimes we can overestimate how bad the customer is and in the process make ourselves out to be so very righteous. It is a reality in every bar I have seen that we are blind to the double standard for what we accept from the customer vs what we allow for ourselves. Today we talk about this pesky little habit and how we should move forward and away from our tendency to think we are always right. Related Episodes: 10 Reasons to Love the Customer Simple, Powerful Hospitality Self Care 101 Visit Our Sponsors! Painless ordering and inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with the best! www.urnex.com

How well do you know your business? I'm not talking about the numbers and the stuff that is accessible through the POS or spreadsheets. I am talking about the life of the business and the people and cultures that make it up. The incredible number of intangibles that create the life of an organization. A lot of us assume we know well enough and instead to being curious and diving deeper into what we have, we search for answers, meaning, insight, etc outside of our organization. Today we are going to be chatting about 7 things to consider when seeking to have organizational self-knowledge. Just like having personal self-knowledge is critical to leading others well, organizational self-knowledge is critical to being able to lead your company. You will learn: Why proximity does not equal knowledge How we rob our staff of attention Attitudes and actions to inspire curiosity The key role of feedback How owners de-value baristas The needed balance to high standards Should you go for big or small changes? Related episodes: SB : Feedback Culture 80 : Changing Things in the Cafe 179 : What you MUST Know about Employee Culture Thank you to our sponsors! The right equipment for your situation! www.prima-coffee.com The best plant based beverages on the planet! www.pacificfoods.com/food-service