Keys To The Shop : Equipping Coffee Shop Leaders

Chris Deferio
  • 4.8 (255)
  • Food
  • Updated Semiweekly

A coffee podcast providing coffee shop owners and leaders, with insights, inspiration, and the tools you need to grow and advance your coffee business or coffee career. We learn from experts both in and outside the coffee industry as they deliver specific, practical, and actionable advice about ownership, optimization, profitability, barista work, employee culture, management, scaling, leadership, personal development, and anything else that will help you achieve success in the coffee shop.

  1. 1d ago

    SHIFT BREAK! Why It's Hard To Find Good Help These Days

    We have heard this phrase before and, if we are honest, we have said it a couple times too. The statement is problematic since it assumes that the world around us is the reason we can't seem to find the help we want. Today on Shift Break we will be talking about why it seems like we can't find good help, and the reality of how our own behaviors, lack of preparation, and well thought through systems related to hiring and leader support are the real cause behind this illusion.    Sign up for 1:1 CONSULTING AND COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com OR... book a free call now to talk about working together https://calendly.com/chrisdeferio/30min  Related Episodes: SHIFT BREAK: Three BIG Hiring Mistakes (and how to avoid them) SHIFT BREAK! With or Without Experience? Hiring the Best Baristas Raising Your Hiring Standard Hiring for Future Leadership 301 : Hiring and Training for Excellence

    10 min

  2. 3d ago

    608: The Best Behaviors for Building Resilient Cafe and Roastery w/ Tracy Allen of Brewed Behavior Consulting

    Our businesses are the results of the small and large decisions we make over the years. It is our behavior in the business that ultimately determines the success and Impact we can realize. Some have said that the 4th wave is ,marked by more passionate coffee balancing that passion with good business practice and strategy.  Today will be talking with someone who has been hugely influential in teaching solid and sustainable business behavior to countless coffee professionals and companies world wide.  I happy to welcome Tracy Allen to the show!   Tracy Allen founded Brewed Behavior, a global consulting and education firm dedicated to advancing the specialty coffee industry worldwide in 2008. Through Brewed Behavior, Tracy has trained and advised hundreds of coffee professionals, roasters, café owners, and organizations across multiple continents. His consulting work focuses on elevating bean quality, optimizing operations, developing world-class training programs, and preparing teams for top-level competition. With more than 30 years of hands-on experience, Tracy brings unmatched depth to his clients. His journey began as a passionate home roaster in the 1990s, followed by roles as Beverage Specialist at Procter & Gamble (Millstone and Folgers), Operations Manager for a Kansas City roaster, and Co-Owner of Zoka Coffee Roaster & Tea Company in Seattle. At Zoka, he helped establish the company as a leader in both quality and barista training — with its baristas consistently ranking among the top in U.S. Barista Competitions. Today, Tracy channels this extensive expertise through Brewed Behavior to help clients worldwide achieve excellence. He is the last full-term President of the SCAA and Founding Chair of the WBC Rules & Regulations Committee. He has been a certified U.S. and World Barista Competition judge, an SCA Certified Cupper, a certified Q Grader and Instructor, and a three-time "Super Taster." Through Brewed Behavior, Tracy Allen continues to shape the future of specialty coffee on a global scale.  We Cover:  Understanding Business and Passion in Coffee The Importance of Financial Discipline Navigating Growth and Corporate Culture Consumer Behavior and Coffee Trend Best Practices for Long-Term Success Developing Financial Acumen The Importance of Financial Discipline Navigating Projections and Inventory Management Understanding Market Dynamics and Unique Value Propositions Links:  www.brewedbehavior.com      KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING + COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:    576: Financial Stability Using Profit First for Coffee Businesses w/ Kim Logsdon of Caffeinate Your Cash 447: Understanding the Business of Coffee w/ Maxwell Colonna-Dashwood 022 : Founder Friday w/ Colin Harmon of 3fe Coffee, Dublin Ireland & Author of the new book, "What I know About Running Coffee Shops" 283 : 5 Bad Reasons to Open a Coffee Shop SHIFT BREAK! Become Immune to Fear-Based Coffee Marketing 327: Founder Friday! w/ Phuong Tran of Lava Java 489: Tips for Creating a Resilient Cafe 223 : Building a Financially Resilient Business w/ Andrew Carroll

    1h 4m

  3. May 29

    Founder Friday! w/ Amos Gillespie of Wheelhouse Coffee, Kentville, Nova Scotia, CA

    The best coffee businesses are built on solid values, local community, and small consistent steps taken toward deeper connection through hospitality and excellence in the product. The story of Wheelhouse Coffee is one that demonstrates the power of intentional people-first work over time and what happens when you make growth a conversation with those your serve.  I am thrilled to get to talk with the founder of Wheelhouse Coffee in Nova Scotia, CA, Amos Gillespie! Wheelhouse Coffee began with an eight-year-old Amos sharing morning coffee with his dad. By 17, that simple joy had grown into a coffee dream. After an espresso machine, a barista job, and a life-changing Portland coffee show, Amos launched Wheelhouse in 2018. However, being a single owner with a small sample roaster and a full-time job became increasingly challenging. In 2020, after a beautiful summer wedding, he and his wife set out to grow Wheelhouse together. From basement beginnings to a thriving café, their journey is driven by their love for coffee and the people they serve. We discuss: How Amos Was Introduced to Coffee Beginning and Building Confidence in Roasting Navigating Stagnation The Shift Towards a Coffee Business Feedback and Growth in Coffee Roasting Understanding Customer Relationships The Move To Opening a Coffee Shop Balancing Vision with Financial Realities Building Relationships with Customers Advice for Aspiring Cafe Owners KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING + COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:  476: Founder Friday! The Story of Story Coffee w/ Don Niemyer of Story Coffee Co. 391 : Founder Friday! w/ Megan Wilson of Spuds Coffee in Ft. Lauderdale, Florida 145: Founder Friday w/ Red Rooster Coffee Roasters co-founder, Haden Polseno-Hensley

    48 min

  4. May 28

    SHIFT BREAK! You're Only as Good as Your Worst Drink

    It may seem unfair, but it is the truth. Customer hold a special place in their brains for negative experiences. Don't we do the same? And when do most of these lower quality experiences tend to take place? Usually when we are the busiest and have the greatest opportunity to build a good reputation. It's diabolical!  On today's Shift Break we will be talking about why you are only as good as your worst drink, worst service encounter, worst whatever! And what we can do to rewire the part of our brains and operations that allow these moments to happen.    Related Episodes: YouTube: SHIFT BREAK! How to Think About Quality 533: Principles of Quality Control SHIFT BREAK: Quality Still Matters 084 : Crushing the Rush : Tips and Best Practices for Busy Times 520: Tips For Great Workflow and Bar Presence Spotify: SHIFT BREAK! How to Think About Quality 533: Principles of Quality Control SHIFT BREAK: Quality Still Matters 084 : Crushing the Rush : Tips and Best Practices for Busy Times 520: Tips For Great Workflow and Bar Presence Website: SHIFT BREAK! How to Think About Quality 533: Principles of Quality Control SHIFT BREAK: Quality Still Matters 084 : Crushing the Rush : Tips and Best Practices for Busy Times 520: Tips For Great Workflow and Bar Presence

    7 min

  5. May 26

    605: What To Do When You've Been Promoted To Manager

    Congratulations! You have been made the cafe manager! Now what? Well, you are now occupying one of the most critical roles in all of coffee retail. As a leader you have a lot of growth opportunities and can make a massive difference as you serve the company, the staff, and the customers. The first six months - a year is a pretty critical time where you either build trust and establish healthy outlooks and habits, or you succumb to the dysfunction and stress that management without structure and purpose falls into.  Today we are going to go over practices, mindsets, and approaches to your role and the work of management that are proven to set you and everyone else up for success vs the all too typical burn-out that seemingly is baked it to the manager role. It does not have to be! This episode shows you how.    1:1 CONSULTING + COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:  229 : 7 Tips for New Managers 248 : The 5 Elements of Resourcing your Team 261 : The Basics of Managing Managers 226 : The Art of being Indispensable at Work w/Bruce Tulgan 179 : What you MUST Know About Employee Culture w/ Stan Slap 172 : Why Tracking Performance is a Must! 028 : Why it's Ok to be the Boss w/ Bruce Tulgan : A guide to defining and fighting the under management epidemic in your cafe so you can be the manager your staff need 018: Hiring, Culture, and the Future of your Shop 013 : Leadership & Management Master Class w/ Eva Attia : Leadership | management | hiring | career 004: Leadership in the Cafe : 10 Steps to Being a People First Leader 258 : Prioritizing your Mental Health in the New Year w/ Dr. Lara Pence 244 : Top 10 Ways to Lose Employees

    39 min

  6. May 21

    SHIFT BREAK! Addressing "Bad Apples" On Your Staff

    Nothing kills cafe culture like an a staff member who is a bad fit for their role. Often this manifests in work performance issues that are felt by customers, coworkers, and leaders alike. It brings people down. The diabolical thing is that the most common response cafe leadership has is to simply wish it away and let it go on far too long. Meanwhile a toxic or ill fit employee continues (whether unwittingly or knowingly) to do damage to morale, service, and the reputation of the business.  Today on Shift Break we will be talking about how to approach this "Bad Apple" situation in a way that seeks the highest good for all parties involved and affords you the opportunity to develop more decisiveness  and resilience in the face of these unfortunate situations.    KEYS TO THE SHOP®  1:1 CONSULTING AND COACHING If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email chris@keystothshop.com OR... book a free call now to talk about working together https://calendly.com/chrisdeferio/30min    Related Episodes:  Raising Your Hiring Standard 496: Hard Decisions and High Standards 125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity

    15 min

  7. May 20

    Special! Interviews From Coffee Fest NYC 2026! w/ Rachel Apple and Ivana Chan (Raise the Bar), Jeremy Lyman (Birch Coffee), Lauren Tran (Bahn by Lauren)

    Every Coffee Fest we sit down with presenters and speakers to talk about their field of expertise and learn from their experience in coffee. This last NYC Coffee Fest we were privileged to get to chat with four dynamic professionals and discuss everything from barista education and community, social media strategy, and how to run a world class bakery and coffee bar. We start with Ivana Chan and Rachel Apple of Raise the Bar! Ivana Chan is a marketing and e-commerce consultant who has spent the last seven years helping specialty coffee brands grow by bringing their hospitality online through thoughtful digital strategy. She is also the co-founder of Raise the Bar Coffee, a nonprofit focused on accessible coffee education, mentorship, and community-building, best known for organizing Level Up, an event where baristas connect, learn, and build sustainable careers in coffee Rachel Apple is an esteemed figure in the specialty coffee industry, with over 19 years of comprehensive experience.  Her extensive resume includes pivotal roles as Quality Control for George Howell Coffee, Coffee Buyer & Global Supply Chain Manager, Roaster, Educator, & Barista in addition to being a Legacy Q Grader. She is also the only woman, globally, who is a Cup of Excellence Head Judge & SET Course Instructor. Rachel also serves as a US Barista Championship Head Judge, Sensory Lead, and Committee Member, investing years in volunteer work and leadership in the specialty coffee community – which has recently manifested in co-founding an education focused 501(c)(3) nonprofit Raise the Bar.  Links: https://www.instagram.com/raisethebar_coffee/   Next we get to learn about winning social media strategy from Birch Coffee's Jeremy Lyman!  Jeremy Lyman is the co-founder of Birch Coffee, a New York City-based coffee company. Since its first store opened in 2009, the company has grown to become one of New York City's premiere and most loved independent coffee shop chains. With more than a dozen locations throughout the city, the focus of Birch is on customer service. Service is something Jeremy believed was lacking in the Specialty Coffee industry and being that both he and his partner Paul are consumers first and worked in bars and restaurants for years before, they realized that this was what was necessary to stand out in the industry. In order to grow the company, Jeremy has overseen the development of not only a high level of service, but methods in which to hone and develop those skills amongst his teams. Jeremy, Paul, and their team have also figured out creative ways to stand out. From eliminating wifi and introducing conversation starters to designing extraordinarily unique napkins, they have caught the eye of the Wall Street Journal, the New York Times and Forbes who have paid specific attention to these differentiators. Links: https://www.instagram.com/coffeedogguy/ www.birchcoffee.com https://www.instagram.com/birchcoffee/ Finally we discuss baking, pastry, and coffee excellence with Lauren Tran! Lauren Tran is the chef-owner of Bánh by Lauren in Chinatown, New York City. She blends her Seattle upbringing and love for coffee culture with a deep-rooted passion for Vietnamese flavors and desserts. After working at fine-dining icons Canlis, Momofuku Ko, and Gramercy Tavern, Lauren started selling pastries out of her apartment during the pandemic. Bánh by Lauren was hosted for pop-ups for four years before opening a brick and mortar bakery cafe in NYC's Manhattan Chinatown in June 2024. The New York Times ranked her shop among the top 22 bakeries in the U.S., T Magazine named her bánh bò nướng as one of the 25 essential pastries to eat in NYC, and Bánh by Lauren is a 2026 James Beard Award semifinalist for Outstanding Bakery. Links: https://www.instagram.com/banhbylauren/     Go check out Coffee Fest Trade Shows Today!  www.coffeefest.com

    56 min

  8. May 19

    604: 5 Habits Holding You and Your Team Back

    Habits we develop around work and leadership can serve to help us grow, or they can hold us back from growth. Many leaders unintentionally develop habits that feel like the right thing in the moment, but in the end actually undo progress and move things backwards in the cafe's operations, culture, and quality. Today we are going to dive into five habits that I have seen damage and hold back businesses countless times over. These are things I have personally engaged in many times throughout my career. Our goal here is to get you to recognize these habits, and replace them with healthy and helpful ones.  We discuss: Blaming and Complaining Rationalizing bad behavior Procrastination of decisions Glorifying chaos and dysfunction Uninformed comparison KEYS TO THE SHOP ALSO OFFERS 1:1 CONSULTING + COACHING! If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email  chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:  Self-Awareness and Honesty It's not You, It's Me 419: Behaviors That Establish Excellent Management Culture 373 : The Owner's Role: 5 Behaviors for Effectiveness

    41 min
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About

A coffee podcast providing coffee shop owners and leaders, with insights, inspiration, and the tools you need to grow and advance your coffee business or coffee career. We learn from experts both in and outside the coffee industry as they deliver specific, practical, and actionable advice about ownership, optimization, profitability, barista work, employee culture, management, scaling, leadership, personal development, and anything else that will help you achieve success in the coffee shop.

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