Keys To The Shop : Equipping Coffee Shop Leaders

Being self-aware is over-rated. Why? Because without action following it up, self-awareness becomes useless and quickly creates a situation where we seek scoring status points for being aware and then never do anything about it the thing we are aware of. In short, our self-awareness becomes a vanity virtue and we, and those we lead, suffer for it. Today we chat about this problem and what actions we can take to take action and complete the self-awareness journey.

The design of your shop communicates the level of care you have for your customer and the community. Crafting the details of your space to evoke a sense of connection to place and a feeling of hospitality that matches the quality is absolutely critical. Today we are going to learn about the specific physical and social dynamics that guests look for in a coffee shop with special guest, Dr. Lisa Waxman! Dr. Lisa Waxman, Ph.D. is an award winning professor and chair of the Interior Architecture + Design department at Florida State University. Her research includes topics related to the design of spaces that foster community, sustainable design, and design for special populations. She also serves on the board of directors for the Council for Interior Design Accreditation (CIDA). Dr. Waxman has many scholarly and creative works to her name but we will be focused on one particular study "The Coffee Shop: Social and Physical factors Influencing Place Attachment" In this study we learn of the 5 design considerations that customers most appreciate as well as specific social dynamics that all together influence whether or not a customer will feel a special attachment to the shop, which in turn inspires return business! We dive into this study in today's interview and hit on several other great points to consider when you approach the design of your space. I am truly excited for this episode and the impact it can have on the landscape of specialty coffee retail. LINKS: "The Coffee Shop: Social and Physical factors Influencing Place Attachment" Article: https://www.inc.com/geoffrey-james/coffee-shops-build-employee-loyalty-according-to-science.html Dr. Waxman's Full Bio Please take time to visit our sponsors! WWW.PRIMA-COFFEE.COM www.pacificfoods.com

We communicate either care or apathy depending on how we conduct ourselves on the bar. The way we expertly handle all the work necessary to provide a great experience in the cafe is by nurturing a sense of urgency in all we do. This means the difference between run of the mill, low expectation experiences - and amazing service and quality that wins customers and gives life to your work. Today we are chatting about urgency and the critical role it plays for you and your business. Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

Dialing in your coffee can be hit or miss. There are so many factors to consider for the extremely large variety of coffees we are tasked with brewing. Methods, recipes, and philosophies abound yet still the complexity of brewing remains a barrier to getting the best from your coffee. That is the problem that todays guest, 2013 WBC Champ, Pete Licata has set out to solve in his new book, "How to get the Best from your Coffee". In the book Pete identifies and expounds on 4 fundamentals in brewing: Water, Device & Filter, Grinding, and Variables. He takes readers through his process of identifying key practices and insights into each of those categories that will yield a predictably great cup every time, whether or not you are familiar with that coffee. In this conversation you will learn: How to choose temperature based on coffees density Which material is best for brewing What about our water makes a coffee shine? Is grind uniformity truly the best for brewing? The importance of questioning and curiosity Why our obsession with celebrity is regressive So much more! Go get this book: "How to get the Best from your Coffee" www.licatacoffeeconsultants.com

When a customer comes into our bar they expect that they will be taken care of and the best cafes strive to get the details of the guests visit right. Over time though, there is a migration away from the details. The customer begins to be familiar and with that familiarity there is a falling off of the vigilance and attention to detail that was what made them a customer in the first place. Today we chat about this phenomenon and how we can re center our service to our best customers so they continue to feel cared for. Inventory & Ordering Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

The most confusing moments in the day are when the shifts switch. People finishing tasks, gathering items to leave, and others coming in tying to get caught up to speed, get situated, and find their place. It can get chaotic and customers are often left wondering which one of the haired people behind the bar is going to notice that thy are waiting to be served. It rarely goes very well Unless of course, you have a plan. That is exactly what we are going to talk about today in this episode. With just a little bit of intentionality and communication we can take what is usually a tangled mess and straighten it out to something that sets up the staff for success and the customer for a good experience even if they do happen to show up during the switching of the shifts. Links to related episodes: Working Clean(Shift Break) 4 Keys to an Effective Checklist(Shift Break) SOPs FTW You Need SOPs (Shift Break)

From the Founder Friday vault we are diving into the subject of how to care for your staff, staff culture, and setting up yourself and your people for success with amazing past guests Lauren Crabbe of Andytown Coffee Roasters San Fransisco, Dorian Bolden of Beyu Caffe and Beyu Blu,Durham, NC -Jonathan Rubinstein of Joe Coffee Company NYC, and Kathy Turiano of Joe Bean Roasters in Rochester, NY. I have pulled out some clips from each of these amazing founder's episodes that will address this subject. We have now had 30 conversations with some amazing founders here on the show and one of the things they all have in common is that the care for their people is of primary importance. In fact, the cornerstone of the most successful shops is that they are in constant, substantive conversation with their staff about their needs and the needs of the shop as they experience it. I hope will inspire you to make the care for your staff a tangible and consistent foundation of your leadership and business. LINKS: Founder Friday w/ Lauren Crabbe of Andytown Coffee Roasters www.andytowncoffeesf.com Founder Friday w/ Dorian Bolden of Beyu Caffe / Beyu Blu www.beyucaffe.com Founder Friday w/ Jonathan Rubinstein of Joe Coffee Company NYC www.joecoffeecompany.com Founder Friday w/ Kathy Turiano of Joe Bean Roasters www.joebeanroasters.com

Sometimes it seems like everything is crashing down around you. You break a cup, your co-workers are annoying you, customers are frustrating, you're tired, you can sense that your are 2 seconds away from biting someone's head off, and it's only 8am! In short you feel like you're about to lose it. We have all been there. The question is, how do we get ourselves out? How do we overcome this thing that threatens to overcome us? Today we chat about some powerful things to do to reclaim emotional control of this familiar situation and I share a bit about my personal struggle with anxiety, and how the tools detailed in this episode have helped both on the bar and in life. Inventory Magic with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com

When we listen, we tend to stay on the surface of what is being said but rarely ever venture into the deeper meaning of what is being communicated. This means we enter into dialogue with staff and customers only hearing a fraction of what can be perceived and as a result our personal and business relationships fall short of their potential. Today we are going to take our listening skills to the next level and learn about the art of "Deep Listening" with our guest, Oscar Trimboli. Oscar is an internationally recognized coach, mentors and speaker who spent over ten years with Microsoft Office leading the Australian division to great success. He created extraordinary opportunities for through the "Microsoft Protege" program that gave young professionals in the company access to mentors and coaching. Oscar is also the author of the new book "Deep Listening: Impact Beyond Words". In this book Oscar codifies into a very intuitive and easy to understand format the art of becoming and taking on the practice of being a Deep Listener. It is essentially a field guide that will transform you from the inside out and take your communication skills to a level that honors and explores the depth of each conversation you have. In this conversation you will learn: The 125/400 rule How we miss each other in conversation Overcoming distraction The cost of not listening Simple actions to change of your physical state to prepare for listening What we gain from deep listening Tactics for fixing the way we listen Why listening to yourself is the first step The 5 levels of listening The 4 villains fo listening Please do yourself and everyone around you a huge favor by visiting Oscar's website: www.oscartrimboli.com Download the 5 Levels of Listening and buy the book: Deep Listening: Impact Beyond Words Here are some related episodes: Shift Break: Feedback Culture Solving Co-Worker Conflict Confidence in Conflict Shift Break: The One-on-One

This phrase is rarely heard in the cafe, especially not from leaders. Too many shop cultures are void of genuine and humble apologies as those with authority wrongly suppose that doing so would compromise their position. Nothing could be further from the truth. Today we will chat about the power of a good, heart felt apology, and three do when measures to take if you want it to make a difference. This is such an important leadership skill and one that, if practiced well, can stop a huge number of dysfunctions from springing up further down the road. Manage your inventory with ODEKO! odeko.com/keystotheshop Clean that equipment with Urnex! www.urnex.com