Keys To The Shop : Equipping Coffee Shop Leaders

098 : Loving the Closing Shift : Problems, solutions, and philosophy on work

Pre-Closing Madness Jan 20, 2022

Show notes

We have to get the shop closed! Fast! Question is, at what cost? For most of us we engage in pre-close with an aggression that lies our stated commitment to hospitality. Customers are frequently put off by how we go about re-closing and we a frequently behind the eight ball with unrealistic expectation fueling our aggressive attitudes towards it.

Pre-closing is crucial part of the day's work that can be done in a way that benefits the cafe the staff, and still allows for customers to enjoy their experience in the cafe when it is open.

Today will be talking about pre-closing and principles related to doing it well.

Related Episodes:

243 : Encore Episode! "The Sleepwalking Barista (Owner)"

259 : Solving Toxic Customer Service Culture

Blog: Spiders and Customer Service

019 : 10 Reasons to Love the Customer w/ Chris Deferio

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248 : The 5 Elements of Resourcing your Team

325: How to Manager your Trainers Jan 18, 2022

Show notes

When you have a trainer on staff there are specific responsibilities you have as a leader that will determine their success and how happy you are with their performance. Often we can set someone in a position and let them loose with little to no guidance. Of course this is a recipe for disaster and today we are going to be talking about how to provide structure for trainers hat you lead and also we will be talking to trainers about proper focus and mindsets going into the role.

When bosses come along side trainers and give structure, guidance, and leadership everyone has a better chance for satisfying work.

We cover:

Job descriptions
Admin time
Focus on basics
Commissioning and following through on projects
Due dates and clarity
Getting lost in esoteric coffee knowledge

Related episodes:

261 : The Basics of Managing Managers

313 : Coffee Education and Training w/ Michael Phillips of Blue Bottle Coffee

025 : Mastering the Art of Training w/ Dave Stachowiak : Coaching, Leadership, education , and how to communicate your coffee and barista knowledge so it sticks

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151 : How to Respond and React to Negative Feedback : 5 Step Process

Taking Offense to Critique Jan 13, 2022

Show notes

Customers have opinions that we disagree with. This is a forever truth of running a business. They have preferences and sometimes they will be disappointed in their experience and take to Yelp to voice their opinion. That can be very frustrating, especially if you feel you are doing everything "right".

The temptation is to be defensive, fight, and essentially make the reviewer the enemy. Problem is that this approach, as cathartic as it may seem, shows insecurity and shuts down opportunity for growth and connection.

Today on Shift Break we will be talking about how to adjust our perspective on critique and embrace the fact that we are here to serve the customer before ourselves.

Related Episodes:

165 : The Art of Deep Listening w/ Oscar Trimboli

307 : 10 Simple ways to Level Up your Coffee Shop

196 : Understanding Customer Preferences w/ Peter Giuliano

019 : 10 Reasons to Love the Customer w/ Chris Deferio

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The best espresso machines in the world!

https://espressostateofmind.com

324 : Encore Episode! Organizing the Community w/ Espresso State of Mind Founders, Javier Alvarez and Joseph Gonzalez Jan 12, 2022

Show notes

Community exists all around us. When we start a coffee shop we see the blossoming of community in our customer base, baristas bonding with one another, and then across the industry people of similar interests who are desirous to learn, grow, and connect make an effort to establish friendships. One of the ways these communities thrive is when people step up and organize.

Today on Keys to the Shop we are going to re-listen to a great episode with Javier Alvarez and Joseph Gonzalez of Espresso State of Mind in NYC. They have been tirelessly and selflessly organizing throw downs, events, fundraisers, and all manner of efforts to enrich their community. This episode was recorded pre-COVID and from where I sit, having continued to see and interact with them, they have continued this effort even in spite of a global pandemic.

We get to learn from Javier and Joseph the history of ESOM, the steps of faith required, planning, best practices for organizing, and their philosophy on community.

I love these guys and hope that if you are wanting to organize your community that you will be equipped and encouraged by this encore episode!

Links:

Related Episodes:

How to host a Throwdown w/ Justin Shepard

Founder Friday w/ Jason Card

Mastering Latte Art: Interviews w/ the Best

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301 : Hiring and Training for Excellence

Hiring for Future Leadership Jan 06, 2022

Show notes

Hiring baristas can bring a lot of uncertainty. It is because of this we tend to go for people who may not make great leaders but default to following. Problems come when it is time to appoint a manager or have people take on. more responsibility and you don't have any candidates that are right for the role.

On today's Shift Break we will be talking about how we should be hiring for future leadership and why it makes sense for your coffee shop.

Related Episodes:

291 : What to do if Your Baristas Wont Listen to You

278 : Making great Hiring Decisions

018: Hiring, Culture, and the Future of your Shop

013 : Leadership & Management Master Class w/ Eva Attia : Leadership | management | hiring | career

314 : The 6 Essential Qualities of Coffee Shop Leaders

232 : Rebuilding your Staff with Excellence w/ Dave Stachowiak

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Custom branded mobile apps for your shop!

The best espresso machines in the world!

Bonus Valentine's Day Episode aka "My wife made me do it"

323 : Reflecting on 5 Years of Keys to the Shop w/ my Wife, Lynnsy Deferio Jan 05, 2022

Show notes

Welp, KTTS is now 5 years old! In this time KTTS has aired 560 episodes and is closing in on 2 million downloads around the world and it simply feels surreal. I have been so blessed by the guests on this show, you the audience, and most of all, my biggest supporter, my wife.

SO...on this episode my lovely wife Lynnsy takes to the microphone again to interview me about the journey over the past 5 years as well as getting to know a bit more about me and some of the things that make me tick. She has seen this thing take shape closer than anyone and it was really fun to get to talk with her about all of this.

Thanks, babe. You're the best.

You guys are cool too.

We cover:

How and why KTTS was started
What I have learned
How I've changed as a person
Favorite/most surprising episode
Tenacity and overcoming hardships
Dealing with fear and taking risks
The importance of story and discovery
Why my wife is awesome

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Related Episodes:

305 : Founder Friday! w/ Andrew Sinclair of MadLab Coffee, Los Angeles, CA

081 : Founder Friday w/ David Schomer of Espresso Vivace

315 : Growing and Connecting w/ Stephen Zinnerman of The Coffee Enthusiast!

242 : A Conversation with James Hoffmann

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Expectations for Growth Dec 30, 2021

Show notes

Chances are good that if you are listening to this podcast, you want to grow in your career or your business. That makes sense especially since that is one of the goals of this show! That said, there are some problems with growth and the expectations we have related to it that create a dissatisfaction, self sabotage, and rob us of the joy of where we are right now

I want take this last Shift Break of 2021 to address all with you all and offer some encouragement on how to balance your pursuit of growth going into this new year.

I would be honored if you would vote for Keys to the Shop in the 13th annual Sprudgie Awards for best coffee podcast!

Click here vote!

Visit: www.keystothshop.com/consulting

Related episodes:

Visit our Sponsors!!!

Custom branded mobile apps for your shop!

The best espresso machines in the world!