I witnessed a heartbreaking scene unfold while at SCA EXPO in Boston. The situation was a common one in most of our cafes but in this context it really impacted me and inspired this Shift Break.
What are we doing in specialty? Is our talk about accessibility just talk? Are the best expressions of coffee the most exclusive? Lot's of questions rolling around the ol' noggin after this trip and today I wanted to chat about it with you.
As you listen, ask yourself what you would do in this scenario and how we as an industry might be able to do better in welcoming a larger variety of people into our spaces while we simultaneously pursue excellence.
Related episodes:
338: A Conversation w/ Martell Mason of The Sepia Coffee Project, Detroit, Michigan
337: Founder Friday w/ Diana Martinez of Cafe Calle, Los Angeles
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It is the 5 year anniversary of episode #19 titled "10 Reasons to Love the Customer"!
Coffee professionals tend to pit themselves against the customer as and us vs them battle. The original episode in 2017 was inspired by a magazine article about what baristas hate about customers. This mentality does not good for anyone and because we easily fall into thinking negatively about the customer, I thought it was time we refocus and exercise thankfulness and positivity.
All of these reasons are general enough to be true of almost any car or coffee shop. Truth be told, beyond the general reasons, there are a ton more specific ones that are unique to your own community.
It is my hope that you take this episode and contextualize it, and put in place as a regular thankfulness practice for yourself and your team.
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We love the idea of developing a culture of trust. A place where it is safe to open up and be honest without worrying. Vulnerability is the new metric (among others) by which we judge how successful we are as leaders and I am happy that is. But if we are not carful then we risk using vulnerability as a weapon against people.
In today's Shift Break we will be chatting about how our desire to have a team where there is openness and trust can lead to us resorting to coercion and essentially forcing people into vulnerability, making it weird for everyone.
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What does you baristas training produce? For many shops barista training is a loose and rushed experience that falls short in equipping staff with what is needed to succeed. It also creates stress in leadership who desperately want to see good results but through poor mindsets toward training, sabotage the chance of seeing them.
In today's episode we will be talking about what goals and outcomes you need to be shooting for when thinking of and developing your your training programs.
We discuss:
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How do we get people to come to our shop? This is the question at the root of most of our marketing efforts. So many of us have stories of how customers will tell us, even after years of business, "I never knew you were here!". It's frustrating.
In todays Shift Break we will be chatting about how we have been limiting ourselves with the way we are approaching marketing and the change of mindset and tactic that I think may help get people in your shop and aware of your brand.
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215 : Communication and Marketing Master Class w/ Spencer M. Ross, PH.D.
304 : Inside the Coffee Data Trends Breakout Report w/ Katie Von Der Lieth of the SCA
120 : Social Media 101 w/ Jenn Chen
234 : Actions and Strategies to Improve your Messaging w/ Garrett Oden
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How do we test the energy efficiency, emissions, and impact of or roasting machines?. We all want to be responsible with our environmental impact but all we have to go on for data is supplied by marketing from the manufacturer. Wouldn't it be nice to have a real measure of the performance of a roasting machine? Well that is exactly what today's guest is out to provide.
Today on the Rate of Rise series from Roast Magazine we are going to be talking with Dave Baxter about The Norm Roast Protocol!
Dave Baxter has avidly roasted coffee for more than 15 years. He applies an analytical approach to master the enigmatic art of coffee roasting. Dave joined the Artisan team in 2015 and is a founding member of the NORM-ROAST Consortium. Many of the analytical tools and other features in Artisan were created by him. Dave is an inventive engineer with over 60 granted patents.
In our conversation we cover:
Links:
Subscribe to Roast Magazine! Use code "ROR" to get $5 off
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RoR #1: A Conversation w/ Anne Cooper of Equilibrium Master Roasters
RoR #2: Exploring Quality Control w/ Spencer Turer of Coffee Enterprises
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RoR #4: Practical Thermal Dynamics w/ Candice Madison of Royal Coffee / The Crown Oak
RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind”
RoR #6: Buying Less and Doing More w/ Ever Meister
RoR #7 Illustrative Sample Roasting w/ Mike Ebert of Firedancer Coffee Consultants
RoR #10 : What Your Broker Wishes You Knew w/ Scott Merle of La Minita Coffee
RoR #11 : Exploring Scent w/ Sandra Elisa Loofbourow
RoR #12 : Inside Coffee Packaging w/ Ever Meister
In order to have clarity on how to operate effectively in coffee we need to view it thought a global lens. The tapestry of people and cultures that make up our industry are rarely represented and even less often do they benefit from coffee culture. The answer to this problem is something that today's guest calls "The Sepia Coffee Project".
Martell Mason is Co-Founder of the Sepia Coffee Project(SCP), a boutique roastery based in Detroit's North End. Although a native of the city, Martell has lived a very nomadic life with years spent throughout Asia, East Africa and Scandinavia. With a BA in International Affairs and grad work specializing in Sustainability and Coffee Value Chains; Martell continues to search for ways to bridge the gap from "farm to cup" while ensuring there is greater representation of all persons involved with an emphasis placed on those of color.
In 2017, he established Arabica Trading House in Istanbul, Turkey, being one of the first specialty traders to import high-quality, transparent coffees direct from origin. Pivoting after the shocks of the pandemic, Martell arrived back in the US in 2021 and saw an opportunity to be of service to a young, yet vibrant coffee community in Detroit.
Sepia Coffee Project's mission is to make specialty coffee more accessible to underserved markets, creating a more inclusive and equitable platform for coffee consumers, industry peers and the greater community at large.
In our conversation today we are going to be learning about Martell's unique journey through coffee and how his experiences shaped his views and the work he does today to create equity and inclusion for all.
We cover:
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227 : Connecting with Hearts and Minds
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Diana Martinez is one of those people that I am thrilled to see find success in coffee. She had a dream to open a coffee shop and consistently pursued knowledge and experience right out of the gate by working at a roastery and coffee shop then setting up a table on a sidewalk in her neighborhood to serve good coffee to those who did not have access to it. Today she has a brand new brick and mortar shop and the loyal support of her community. I dod not come easy though and that is what today's conversation is all about.
In this Founder Friday we will get to hear details of Diana's journey into coffee entrepreneurship, the challenges, lessons, opportunities, and mission that drives her to continue to build this dream. Not just for herself but for her culture and her community.
I know you will be inspired by this one!
We cover:
Links:
Instagram @cafecalle
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097 : Founder Friday w/ Erica Escalante of The Arrow Coffeehouse
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Giving up control and taking on a new role can be scary. As a result a lot of owners and managers rely on rigid and controlling way of leading that ends up doing more harm than good.
In today's Shift Break we will be talking about the value of flexibility for both owners and managers and how it benefits the new context we find ourselves in when leading and delegating leadership.
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It's not very often you come across someone who has spent decades as a true example of what it is to be an exemplary manager, leader, and professional. When you do find them you better be prepared to absorb their wisdom and let it help guide your own career.
Well, today we are privileged to sit down with some one who has done exactly that. We are talking all about leadership, management, and training, with Selina Viguera of Blue Bottle Coffee!
Links:
Instagram: @sellybean_13
Email: Selina.viguera@gmail.com
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313 : Coffee Education and Training w/ Michael Phillips of Blue Bottle Coffee
306 : A Conversation w/ 2004 U.S. Barista Champion, Bronwen Serna!
305 : Founder Friday! w/ Andrew Sinclair of MadLab Coffee, Los Angeles, CA
305 : Founder Friday! w/ Andrew Sinclair of MadLab Coffee, Los Angeles, CA
In Praise of Long Term Imperfect Employment
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We have talked a lot about your career development on the show and for the most part I would say this show advocates that you find a place that is right for you. There are times though, when we are in what could be considered the right place, but the difficulty prompts us to move on too quickly, leaving opportunity for growth behind.
In todays Shift Break we will be chatting about how long term employment in a place that can sometimes be deeply challenging can actually be beneficial and deepen your growth.
Be sure to also listen to the linked episodes below. They provide other perspectives that will help you wrap your mind around your current situation to make a mindful and solid decision.
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Most of us would say we represent farmers with our work. Few of can say we literally work for farmers. Increasingly we see the need for business models that don't just give financial reward to farms but that shift the power balance to them. This is where the example and work of Pachamama Coffee shines as an example of what is possible with true farmer ownership. Today we are going to be exploring this model with the CEO AND co-founder, Thaleon Tremain.
Thaleon Tremain is the CEO and co-founder of Pachamama Coffee Cooperative, a vertically-integrated cooperative representing more than 240,000 smallholder coffee farmers around the world. Launched in California in 2006, Pachamama is the first coffee roaster in North American to be 100% owned and governed by farmers in Africa and Latin America. Thaleon has led Pachamama Coffee’s formation and growth since 2003.
Pachamama Coffee is wholly owned by its five member-cooperatives and its board of representatives is entirely composed of farmer representatives. Pachamama allows farmers to maintain quality control of their roasted coffee, while creating a brand and a simple path to share their own story with their own customers.
Thaleon’s passion for the cooperative business model began at an agricultural cooperative in rural Bolivia, where he worked as a Peace Corps Volunteer in the mid 1990s. In pursuit of a better ownership and governance structure for economic development, Thaleon is a dedicated advocate for the cooperative model. He lives in Sacramento with his wife and two sons.
In our conversation we will be exploring the founding and development of Pacahamama, its growth, goals, and isights they have gained over the course of almost 20 years of changing the landscape of farmer equity.
Links:
Instagram @pachamama_coffee
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265 : Gaining Clarity on Transparency w/ Jonas Lorenz of The Pledge
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A them of this show has been to infuse grace and patience into your leadership. For the most part, when we exercise patience and extend grace to baristas in the cafe it is a good thing that brings about positive results. There are times though, when it turns into something detrimental and it is hard to tell where that line is.
Today on Shift Break we are going to explore why patience is not always the best play and what you can to avoid letting your emotions prolong a bad situation.
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Working in customer a customer facing environment like a coffee shop means that we get to serve and experience all different types of people in the course fo the day. While so many of our interaction are within the expected range of emotions, there are times where things get pretty tense and situations escalate past where we are comfortable.
What do we do when confronted with these circumstances? Are we prepared for and confident in deescalation? Sadly we often fail in this area which means bad situations often get worse leaving staff and customers feeling demoralized and without much hope for resolution.
This is a really important topic and To help us learn how to approach deescalation and make it a real process in our shops we are talking to Melissa Tucker or Mind Over Matters and Pathways to Peace.
Melissa graduated with a Master’s in Counseling Psychology from University of Hawaii Hilo, in August 2015. She worked for five years, in Hawaii, as a crisis mobile responder for youth, as a counselor at the domestic violence shelter, as a counselor for a private outpatient substance abuse clinic, and as the clinical supervisor providing training, counseling, parent education and services to staff and Child Welfare Services mandated clients. After moving to Washington State in 2019, she began providing private coaching and training in Motivational Interviewing, supervision, and counseling skills. She also worked for Crisis Connections as a supervisor and trainer for counselors and non-clinicians in Mental Health related skills. She currently works as a Licensed Mental Health Counselor Associate in private practice in addition to doing private training.
In today’s conversation we cover:
Links:
https://www.mindovermattersinstitute.com
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052 : Solving Coworker Conflict w/ Tom Henschel
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104 : How to Deliver Difficult Feedback w/ Tom Henschel
330 : Establishing Systems in Your Coffee Shop
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Coffee shops are notorious for overcomplicating their menus, concepts, and services. Most shops, if left unchecked in this, will have a significant number of poorly thought through drinks, back stock of unused inventory, and frustrated staff and customers either leaving bad reviews or leaving the business. The answer is not what we can add to our already burdened shops to find success, but what can we do less of to focus more on the few things that will bring success.
On today's Shift Break we are going to discuss how to approach building your capacity and ability to make good decisions by embracing simplicity and learning what you business needs and what it can handle as you go.
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240 : What to do before your Build your Bar
Blog: Soul Searching in the New Landscape of Retail
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We are living in a time where the average consumer is both spoiled for choice and simultaneously vexed at the sheer number of options available for great coffee and brewing equipment. What used to be a need for more and better green and gear has shifted to a need for how to choose and then use it all to get the best results for you. At the same time professionals, who represent coffee to the consumer, are increasingly hungry for reliable knowledge beyond their shops but lack the time that home enthusiasts tend to have more of.
In the field of resources for making sense of coffee, today's guest, Lance Hedrick, stands out for his friendly, accessible, and well reasoned and researched approach to demystifying brewing for both pros and the average consumer.
Lance Hedrick is a PHD student truanted coffee student who gave up his path in academia and pursuing a professorship in philosophy and linguistics to pursue coffee science and equipment.
In Lance's time working in coffee, he has worked bar, in a kitchen, bagging coffee, making deliveries, roasting, quality control, managing, opening a shop, consulting, designing bars, servicing equipment, training, and is currently overseeing wholesale for the west coast and international accounts for Onyx Coffee Labs.
As an accomplished competitor Lance has won somewhere over 30 latte art throw downs, is a 2 time CoffeeFest Latte Art World Champion, and has won 3rd and 2nd, respectively, in the US Brewers Cup Championship. Finally, he has been a coach to Andrea Allen in the Barista Championship since joining in 2018.
Lance has taken his passion for academia and coffee and combined them to create his popular Youtube channel where he breaks down the complex world of coffee and coffee equipment to make enjoying the best coffee accessible to all.
In our conversation today we are going to hear a bit of Lances story and dive deep into the subject of how he approaches research, coffee education, and the importance of creating in roads for consumers to more fully enjoy specialty coffee.
We cover:
Links:
Related Episodes:
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On this Founder Friday we go to Jakarta, Indonesia to explore the story of Kopikalyan! This ground breaking roaster retailer sources, roasts, and serves exclusively Indonesian Coffees. Innovation, Hospitality, and relationships are what drive this fantastic company and in today's episode we get to talk to Iman and Putri, two of the co-founders about how they took this business from idea, to reality
Iman & Putri are two of six friends who co-founded Kopikalyan, both studied in Melbourne, Australia, one of the best cities in the world to enjoy coffee. The idea to start a coffee shop business happened over a casual conversation in 2016 and today Kopikalyan has 4 outlets in total, 3 in Jakarta and 1 in Tokyo, Japan.
Iman is an ex-banker who turned into a full-time entrepreneur due to his interest in F&B Business. Upon entering the coffee industry, he got interested in enhancing the synergy between upstream & downstream, particularly on how coffee shops could directly support a better life for farming families of Indonesia through fair prices.
Putri is an architect who previously worked on many hospitality projects. What interests her most about designing a coffee shop is the limitless possibility of always creating something different, in terms of customer’s experience as well as branding identity. She believes that visuals are an important aspect of showcasing great coffee. A coffee shop should be representing and spotlighting the coffee as well as the people behind that cup of coffee.
We cover:
Links:
Instagram @kopikalyan
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256 : Founder Friday w/ Varat Vichit-Vadakan of Roots Coffee Roaster in Bangkok, Thailand
247 : Founder Friday! w/ Ritesh Doshi, CEO of Spring Valley Coffee, Nairobi, Kenya
289 : Founder Friday w/ Ochen Simon Eidodo of Chariots Coffees, Uganda!
171 : Founder Friday w/ Matt Chitharanjan and Namrata Asthana of Blue Tokai Coffee Roasters in India
134 : Founder Friday w/ Jeremy Zhang of M2M Roasters & Uni Uni Coffee in Nanjing ,China
294 : At Origin Roasting Revolution w/ Luis Fernando, founder of Amor Perfecto!
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Ground Control : Revolutionary Batch Brew Coffee!
The Barista Series: Best Plant Based Beverages on Earth!
Do you have an agreed upon way that you and your staff talk to each other? Poor communication is one of the most cited issues in exit interviews yet we rarely end up doing much to address it specifically.
Since we have been focusing on values in action lately today on Shift Break I thought it would be good to discuss how to collectively establish rules of engagement that will help guide how everyone in the business thinks about, approaches, and works with each other.
291 : What to do if Your Baristas Wont Listen to You
244 : Top 10 Ways to Lose Employees
329 : How to Teach Company Values to Your Staff
Bridging the Values-Actions Gap
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We all make mistakes. It's part of the learning and growth process for everyone. As you go in your career you will find that there are certain types of mistakes that are worse than others in that they have a greater negative impact on you and those around you.
I have been doing this coffee thing long enough to have amassed a nice list of those types of mistakes and today I want to share that list with you and elaborate on each one. I am pretty sure most if not all the listeners here will experience or are currently mired down in one or more of these mistakes and it's my hope that by shedding light on it in this episode you will be able to correct course sooner than I did!
We cover:
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Your coffee packaging holds more than just coffee. It holds an incredible amount of potential for communication of values, impact on the supply chain, and how coffee itself is percieved and succeeds in the global market. Packaging might not seem like the most compeling topic but the package itself may be on of the main tools that compels consumers and how we approach it matters greatly.
Today on the Rate of Rise series from Roast Magaine we will be exploring pacaging and beyond with the author of the Sept/Oct 2021 article "The Perfect Package", Ever Meister.
Ever Meister has worked in the coffee industry for 20+ years in a wide range of capacities, but primarily she is a journalist, educator, and communicator whose work focuses on issues of access, equity, and ethics. She is the author of New York City Coffee: A Caffeinated History (The History Press, 2017) and the host of the coffee-marketing podcast In Good Taste on the Sprudge media network.
A conversation with Ever will always lead to the deep and existensial issues at the root of our industry and this one is delivers that in spades along side some extremely practical tips and advice to put into action as your develop your own coffee packaging.
We cover:
Links:
Ever Meister on Instagram: @justmeister
Subscribe to Roast Magazine! Use code "ROR" to get $5 off
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RoR #3: Making Contingency Planning a Reality w/ Andi Trindle Mersch of Philz Coffee
RoR #4: Practical Thermal Dynamics w/ Candice Madison of Royal Coffee / The Crown Oak
RoR #5: Time and Color in Roasting w/ Morten Munchow of Coffee Mind”
RoR #6: Buying Less and Doing More w/ Ever Meister
RoR #7 Illustrative Sample Roasting w/ Mike Ebert of Firedancer Coffee Consultants
RoR #10 : What Your Broker Wishes You Knew w/ Scott Merle of La Minita Coffee
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We often talk about charitable assumption and being proactive to address the needs of our guests. But how often are we considering the way we approach the relationship between owners and managers? There are a lot of expectations going both ways but not always a lot of understanding.
Today on Shift Break we are going to talk about how if we can lean into communication and the spirit of mutuality then I am going to guess a lot of bad blood can be avoided.
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Good intentions are nice and all, but how do you make sure that you can actually deliver on your ideals for quality, service, and beyond? The answer is systems. Unfortunately many shops are organizationally flying by the seat of their pants and delivering an inconsistent and frustrating experience. A well developed set of processes, lists, and procedures will give consistency to the standards we strive to offer our baristas and guests as well as aid us in developing a culture where people feel confident and cared for.
But how do we create, establish, and refine systems and processes so they serve our shops and people well? That is exactly what we are going to cover today in a pretty thorough examination of the steps needed to make and launch systems in your cafe.
We cover:
Related episodes you must listen too!
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007 : The 4 Keys to an Effective Checklist
Feedback Culture : Making feedback a part of what you do not just something you sometimes do
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When the customer first walks in the what do you think about them? Well chances are your immediate thoughts will be based on your assumptions formed in conversation with fellow baristas and the inside jokes we have at their expense. Yes, customers can say and do very similar things but why is our default to seek out ways to dismiss and make a caricature of them rather than trying to serve them with the benefit of the doubt as individual?
Today on Shift Break we are going to talk about the problem with our natural tendency to train our brain to react to and think about customers in ways that ends up creating an unfair and less than stellar coffee experience.
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It's pretty easy to write our a set of company values. But how do you teach them in such a way that your staff own them and live by them? Now THAT is not easy. If you want to teach your staff the company values so that you are confident that they know, understand, and act according to them, even if you are not there, then todays episode is for you. We will be talking with about the five tips and methods needed to teach values effectively to your baristas and create a culture the lives those values out every single day.
We cover:
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One of the questions I get asked a lot by consulting clients is when they should instal or think about hiring a manager. I see lots of coffee shops get into the mindset that they “should” have a manager but I don’t often see people give competing reasons other than it is part of the coffee shop structure they see elsewhere.
Today on Shift Break we are going to chat about a couple reasons you should delay the installation of a manager and why doing so will help you make a better management decision when the time is right.
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