Serving our customers well means being able to give them our best. This can only be done if we are constantly seeking to improve what we do. But not at the expense of who we are doing it for.
Today on Shift Break we will be chatting about who it is we are really trying to impress and serve. Who we have in mind as our primary audience will be what guides our decisions, successes, and, in many cases, our failures.
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You see it all the time, a barista is promoted to a role such as trainer, manager, cafe lead etc, but they quickly find that there is very little preparation that has gone into this role. They are either simply not doing much, but now they have a title, or they are doing far too much in an effort to make up for the bosses lack of planning the role prior to promotion. In both cases there is burn out and frustration that is completely avoidable, if we would invest into creating meaningful roles in the cafe.
Today we will be exploring this topic and i will be giving your some pointers about how to create roles that deliver value to both the business, and the person occupying them.
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I hear it all the time, "My baristas just don't use the manual!" Of course it is frustrating to work into a document and resource only to have people forget or disregard it. Before you get too bent out of shape, you may want to ask yourself, do YOU use your manual? What about your managers?
Today on Shift Break we are going to be talking about why you and your manager team need to integrate and adopt the regular usage of your manuals, guides, and docs if you want your staff to do the same.
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The culture of your management and leadership team is perhaps the most important one to focus on if you want the over all company culture to be healthy. What we see most of the time is that each manager or leader becomes an island, isolated, defensive and eventually burnt out striving in their own area without helping or being helped by others.
Today we will be talking about essential behaviors that you need to cultivate in your in your management culture in order for both the individual and the business to thrive. Each of these behaviors will create a very healthy culture of mutual care that will be a catalyst for change across the cafe.
After listening to this, please consider setting up a meeting with your team to work out how to make these a real practice.
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It's Founder Friday! Leaving a legacy and making an impact on the industry is something we all want for our businesses. Few companies get to the place where they can say they have not only achieved this but done so it a way that stays true to their values and traditions, while also artfully evolving with the changing landscape of coffee. Mr. Espresso in Oakland, CA is one such company.
Established in 1978 and now celebrating 45 years in business, Mr. Espresso is a specialty coffee roasting company that has stayed true to the Italian coffee culture and roots of founder Carlo Di Ruocco while embracing innovation to inspire the next generation of coffee drinkers. In keeping with the sensibilities of the modern coffee consumer, Mr. Espresso is committed to responsible sourcing, sustainable production and investment in community. Offering wholesale beans, premium commercial brewing equipment, and service and training support, Mr. Espresso made its mark as one of the first full-service, coffee roasting retailers in the U.S. and has since become a trusted supplier to noteworthy restaurants, cafes, bakeries and coffee houses around the San Francisco Bay Area and nationally. Additionally, Mr. Espresso has expanded its online presence and grown its retail customer base well beyond the Bay Area.
Today we are talking with Carlo DiRuocco's sons, John and Luigi DiRuocco, who Co-Own and run Mr. Espresso.
Luigi Di Ruocco is Co-owner and Sales & Marketing Vice President of Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. An alumnus of Saint Mary’s College, Luigi earned a double major in Business Administration and Economics, followed by two years in portfolio accounting. However, in 2001 at age 24, Luigi returned to the family business, drawn by the opportunity to make a meaningful contribution to the family enterprise. Currently, Luigi is at the helm of the newly opened – The Caffè by Mr. Espresso, in the heart of Downtown Oakland.
John Di Ruocco is Co-owner and Vice President of Coffee for Mr. Espresso, and Co-owner of The Caffè by Mr. Espresso. After earning an undergraduate degree in architecture from UC Berkeley. After receiving his degree, he returned to the family business, learning the art of wood-roasting coffee from his father. John went on to become roastmaster in the early ‘90s, and eventually Vice President of Coffee. John has moved the company forward as a leader in both single-origin and blended coffees. John has been instrumental in expanding the offerings to reflect changing coffee preferences, adding distinguished lighter-roasted coffees, most often organic and fair trade in origin.
In this conversation we discuss the rich history of this iconic company, their values, traditions, and how they have grown and evolved over the past 45 years!
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In all the building of systems and curating of culture we do, the one culture that tends to get short changed is the managers. Whether it is just you and one manager or a team of admin staff, the relationship between leaders in a coffee shop is critical to focus on and develop.
Today on Shift Break we will be talking about this important set of relationships and why it is critical to the health of the entire company.
Stay tuned to next week's episode where we dive even deeper into this subject with some solid practical steps.
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For a long time the coffee you could get at home was limited in quality because the average home user, while able to purchase gear and coffee, was not able to match the commercial water quality of their favorite cafe. All that changed when ThIrd Wave Water democratized ideal water for coffee and helped unlock the potential for innumerable coffee lovers world wide.
Taylor Minor is Co-Founder of Third Wave Water. With a passion for technology and having owned and ran his own roastery, Taylor eventually applied this experience to customizing his own water then, along with business partner Charles Nick, developed Third Wave Water. 3W Water was featured on Shark Tank and has been had a global impact on how people view and can access ideal water for the various coffees they brew.
In our conversation wee discuss the genesis of 3W Water, the evolution of the industry, how they have grown along with it, the science behind the products, and Taylor's views on specialty coffee.
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Part 2 of 2023 Coffee Fest Live Louisville, KY interviews!
In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better.
For this part 2 we get to talk with Lauren Lathrop and Rob Arnold!
Next we chat with Rob Arnold of Pre-Game Coffee
Rob is the founder, owner, roaster, and creative at Pre-Game Coffee here in Louisville, KY. For 4 years now Pre-Game has been the premier sports, coffee, and cocktail venue in Louisville and focuses on providing what is likely one of the most unique hospitality experiences in the city. Cocktails and signature drinks have been a focus since day one and Rob was able to talk with the attendees at Coffee Fest about the secrets to success with these beverages. I sat down to chat with Rob about that very thing so you too can benefit from his field tested approach to cafe cocktails and sig drinks!
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Part 1 of 2023 Coffee Fest Live Louisville, KY interviews!
In these interviews I sit down with stellar presenters and lecturers to dig deep into a range of relevant and important topics that will help make you and your coffee business better.
To start us off on part 1 we are going to talk with Jackie Nguyen of Cafe Caphe!
Next we chat with Sean Roberson of West Lou Coffee!
Sean Roberson is the founder and roaster at West Lou Coffee in Louisville, KY. A West Louisville native Sean fell in love with coffee roasting after a career in finance and has been running an growing West Lou coffee as a business based in West Louisville and with an aim to enrich and inspire locals in West Louisville and other overlooked and under resourced areas of cities world-wide. Today we chat with Sean about his journey in starting West Lou Coffee, the challenges, importance of his work, and advice to other who live in marginalized areas to start and build something for their communities as he has.
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If we work with people long enough, we are going to face frustrations and challenges. Too often these normal relational issues go unresolved and solidify into something called resentment.
Today on Shift break we will be talking about how boss and barista alike can fall into this trap and what to do to avoid the toxicity that results by leaving it unaddressed.
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As an industry, our flavor preferences turn into what we market, which turn communicates a message about quality and what people should care about when it comes to "the best" coffees. Too often we are content to let the our message be incredibly narrow regarding flavors and preferences. Without context this leaves a lot of great coffee that may be more enjoyable for the consumer, at a disadvantage.
On this Rate of Rise episode we will be talking about tools to bridge the flavor preference gap with coffee legend, Phil Beattie of Dillanos Coffee Roasters!
Phillip Beattie is the Director of Coffee for Dillanos Coffee Roasters. He is an experienced coffee industry leader with over 20 years in roasting, sourcing and quality control. Known for his contagious energy and passionate leadership. He served as chair the Roasters Guild, been on international cupping juries, and has been a certified Q Grader. He had the privilege of roasting for two United States Barista Champions, once in 2015 and again in 2019. Phillip feels fortunate and blessed to work in the world of coffee.
In our conversation Phil gives us wonderful insights on the state of roasting, how we market, and what tools or system changes are needed to correct the current imbalance that favors our own tastes vs that of the consumer.
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Growing you coffee shop is about more than just adding locations. Growth has to do with developing internal resilience, culture, and practices that are life giving to those who work in the business and to you as the owner. Ultimately the path for sustainable growth is a people-first path and today we are talking with someone who has a lot of experience charting that path. I am thrilled to welcome back to the show, Mike McFall of Biggby Coffee!
BIGGBY is a fast-growing coffee franchise with over 350+ locations across the U.S. Within the company, Mike has worked every position, from minimum-wage barista to his current role of Co-CEO.
Grow, the second book in Mike’s three-book series, picks up where Grind leaves off–when an entrepreneur is in the midst of the bootstrapping entrepreneurial phase and asking, “what’s next?” The book offers a strategic blueprint for entrepreneurs trying to reach the promised land of stability and sustainability in their businesses.
Filled with real-life examples from Mike’s 26 years of experience, Grow plants the seeds to help readers recreate themselves as the leaders their organizations need them to be and take their business from chaos to calm.
In this conversation we dive into some of the most critical element outlined in his book that, if applied and practiced, will definitely help you grow your business the right way.
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All of us have had the conflicted emotions of having baristas that are simply amazing but then also knowing that those baristas will eventually leave the coffee shop. Try as we may, most staff will not be long term and this can either cause you to feel defeated, or you can embrace it and the opportunity these exemplary employees bring.
Today on Shift break we will be talking about how we can lean on the examples of our best staff to essential bottle that magic and allow our systems and structures to be shaped by their example and the ideas their work brings to the business.
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Learning how to listen is the cornerstone of effective and transformative communication. In the hustle and fast paced daily activities of the coffee shop, it is easy to forget about listening and truly understanding what is being said beyond the words we hear. Add to this that emotions are often high, listening deeply and well can seem daunting.
Thankfully we have a guest on the show today who is a listening expert and has built incredible resources to help show use exactly how to listen!
Oscar Trimboli is an author, host of the Apple award-winning podcast Deep Listening and a sought-after keynote speaker.
His third book is how to listen – discover the hidden key to better communication – the most comprehensive book about listening in the workplace. Along with the Deep Listening Ambassador Community, he is on a quest to create 100 million deep listeners in the workplace.
Through his work with chairs, boards of directors, and executive teams, Oscar has experienced first-hand the transformational impact leaders can have when they listen beyond words.
In this conversation we dig deep into the principles of listening, especially when emotions cloud our mind. Through deeply personal examples, role playing scenarios, and impactful insight, Oscar lays out a master class in listening here on his second appearance on KTTS. Enjoy!
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Especially important for the younger generation is access to the wisdom and experience of those who have gone before. Older coffee professionals can also benefit from the drive and perspectives of the younger. Problem is that we tend to only converse with and stick to your own age group and the benefit of cross generational communication is lost.
On today's Shift Break we will be talking about mentorship and the importance of seeking these intergenerational relationships and the benefit it brings not only to our own development as individuals, but to the industry as a whole.
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The barrier of entry for getting a coffee shop open is lower than ever. Many have the idea that if they can get the shop open, then they have succeeded. But the test is not only about whether you can open a shop, or even if you can keep it open, but how do you make something that is truly great and successful?
On today's episode we will be talking about a few ingredients that must be present in the mix of a coffee shop from the beginning in order for all the components we assemble in the race to open, to work together and create something truly greater than the sum of its parts.
These things are not readily apparent but are necessary nonetheless, and are what separates the average coffee shop from one that is long lasting and impactful.
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I mean, I like variety as much as the next person, but overly complex menus are overwhelming and create confusion for customers who rely on us to curate our offerings that meets their needs in a way that delivers quality over quantity.
On today's Shift Break we will be talking about how the pursuit of a simplified menu can be a powerful tool for hospitality and, in the end, creates a more memorable experience that customers are excited to share with others.
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In order to train people in coffee and barista skills you have to not only be a student of your subject, but also a student of your students and their unique context. In recent years we have seen an incredible explosion of coffee eduction in producing countries where the landscape of learning is among the most unique given their deep relationship with coffee. Today we will be talking with an educator whose commitment to learning and bringing understanding to this context is making great impact. I am excited to be chatting with Fabiola Solano of sOY barista in Costa Rica!
As a certified with the Coffee Diploma and Authorized SCA Trainer (AST) in 2018, Fabiola began her preparation as a barista in 2013. She also has a bachelor's degree in business administration, a degree in marketing, and a specialization in hotel operations management. She is currently studying for the Certificate of Advanced Studies in Coffee Excellence at the Zurich University of Applied Sciences.
She has dedicated herself to content creation since 2015 for her blog Soy Barista, always focusing on updated and relevant data for the Spanish-speaking community
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Setting up and maintaining a roaster for functionality, safety, and quality output is perhaps the biggest challenge of roasting. There are many variables and trades that go into it and it is easy to skip some steps, be less than detailed, and rush the project. I don't need to tell you, that is s a recipe for disaster. Perhaps nobody in roasting tech knows this more than the man who gets called to both set up roasters, and swoop in and deal with all sorts of emergency situations and repairs. Today on RoR we are talking with the legend, Doug Graf of Vintage Coffee.
Doug Graf has been rooted in the roasting, and roasting tech, repair and installation world for over three decades. From running his own family business for twenty years- to full time instal, repair, and consulting work for roasters over ten years, Doug Graf has maybe literally seen and worked on it all. Through his consulting company, Vintage Coffee, he provides consulting, training, repair and maintenance, plant design, and start up for coffee roasters of every size. Vintage is also a service representative for Canada for Loring Smart Roasters.
As you might guess, he is also a very active member of the roaster guild where he generously shares his hard earned wisdom and runs the roasters tent at the guild retreats.
In our conversation we talk with Doug about his career and focus on his advice and insights on how we should approach setting up and caring for our roasters and roasting spaces, and what the most common mistakes are related to maintenance to help us avoid needless troubles in the roastery.
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It's Founder Friday! Partnerships in coffee bars can be tricky things. You really have to make sure you have complimentary character traits as well as a unified s12et of values to help guide you through the ups and downs of business in a the cafe and roastery. Today we are talking with a couple of guys who have combined forces and have shown what is possible when these things are in place and you have a passion to serve and advance both people and coffee. We are talking with Kyle Ramage and Lem Butler of Black and White Coffee Roasters!
Kyle and Lem are industry legends in their own rights. Each of their carerers has spanned the decades and has been punctuated with competition success. Lem and U.S. Barista Champion in 2016, and Kyle as U.S. Barista Champion in 2017. Along their careers they have been deeply involved in retail, roasting, and have been integral members of the global coffee community through their work and examples.
The founding of their cafe and roastery in 2017 was the combination their individual talents to create something new, powerful, and needed in the coffee space. They have been making waves in the industry since them striking a balance between accessible coffees, more extreme coffees, serving their staff and customers, and continuing to invest in competitions and the professional development of competitors.
This conversation is a look at their history, the development of Black and White, their own growth as owners, and the how of their approach to running one of the most respected brands in coffee.
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There is a shortcut for everything these days. Automation, templates, and other tools would give you the impression that you can automate of be hands off with your leadership and that your aim is to continually seek more ways to remove yourself.
On today's Shift Break we will be talking about how this idea, while appropriate in some aspects of the business, is a recipe for disaster in others.
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Opportunities for specialty coffee still abound in certain areas of the American South. With those opportunities comes challenges of communicating coffee in a way that both meets people where they are, and helps open them up to new experiences that expand their enjoyment. Today we are talking with someone who has not only been communicating to his customers through the coffee he roasts, but also through a podcast designed to be an entertaining AND educational. We are chatting with Kenneth Thomas of Umble Coffee!
Kenneth Thomas is host of the very popular Coffee 101 podcast and interviews coffee experts weekly from around the world. He is owner and head roaster at Umble Coffee Co, an online and wholesale coffee company. Kenneth and Umble Coffee have been ranked as one of the top specialty coffee roasters in the United States consistently for the last several years. He is also a physician and chemical engineer - both of which lend expertise to Umble’s mission of sourcing and roasting the best coffees from around the world in a way that optimizes for taste quality and health.
In my conversation with Kenneth we will cover how his own curiosity sparked his obsession and business, how he crafts customer service through roasting excellent coffee in an approachable way, and the importance of always learning and providing opportunities to learn for himself, his customers, and listeners.
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The foundation of the building determines the stability of what is built on it. When it comes to building a coffee shop business your growth cannot out pace the degree to which you invest in the relationships and the culture at the heart of it.
On today's Shift Break we will be talking about the need to increase engagement, resourcing, communication, and meaningful connection as you get business and the business develops in size and scope.
This is a very important topic and one that I hope you take to heart and put into practice.
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Tenacity, humility, and curiosity. Whether you are working as a barista, competing, opening your own shop and roastery, these are character traits that are essential for success. Today we are talking with someone whose long career in coffee has been characterized by these values. We are chatting with the new U.S. Barista Champion, Isaiah Sheese!
Isaiah Sheese is the Owner of Archetype Coffee located in Omaha, Nebraska. He has been working in the coffee industry for almost 20 years in various roles from barista, to QC cupper, green buyer, janitor, and now owner. He has competed in the US Barista Championships for 9 years, judged for 2 years, and placed top 6 in 8 of the 9 qualifiers. He finished 5th in 2020 and is now the 2023 US Barista Champion.
In my conversation with Isaiah we get to talk about his beginnings in coffee, the early experiences of competition, starting and running Archetype, and the pursuit of hospitality while also pushing coffee forward.
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It is not so much the fear of change that keeps us from moving forward in the areas we know are necessary. It is the fear of what will happen when we implement the change. The fall out, we imagine, is too much to handle and so we stay where we are.
On today's Shift Break we will be talking about why you need to embrace the fallout related to needed change and how doing so in a people-first way will, in spite of the inconveniences, lead to a better outcome.
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