Keys To The Shop : Equipping Coffee Shop Leaders

Épisodes

• SHIFT BREAK! Avoid Burnout By Serving Your Managers 15.07.2026 8min

  We serve 2 types of customers. External and internal. The external customer is the one that comes in for a coffee and spends money and time with us as guests in the cafe. The internal customer comes in for a job and spend their energy and time helping us serve the first customer well. In this environment, managers are critical leaders in caring for both groups. Not only this, managers are under pressure to serve the big vision of the business and those who own it. No wonder management burns out as much as they do! Today on Shift Break we will be talking about serving your managers. The servant leadership model is one that fits neatly in coffee and we will discuss how to adjust our mindsets and schedules to properaly and actually care for those who care for others. This shift makes all the difference.  I have noticed a lot of noise in the industry. The coffee shop and its owner are the targets of a crushing and never ending stream of marketing that does not care about your success, but only moving units. The uncertainty that was supposed to be solved, is made worse, and the simple desire to serve coffee professionally, gets over complicated. No wonder we burn out so often.   Today on Shift Break we will be talking about how simplicity is the best strategy for any coffee shop and is worth establishing as a central pillar of the business so you can navigate the pressured environment of entrepreneurship and build something on a stable foundation.     REGISTER NOW FOR THE SUMMER WEBINAR SERIES!  Build a Stronger Coffee Shop: One Step at a Time Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency. In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations. Each webinar includes: Live instruction and Q&A PDF workbook One hour of virtual consulting for each live attendee Lifetime access to the recording Register for the individual sessions that fit your current needs, or scroll down to save 20% when you bundle the last two in our series.  REGISTER NOW FOR THE SUMMER WEBINAR SERIES!    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: 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 475: Essential Tools for Cafe Management 419: Behaviors That Establish Excellent Management Culture Proactivity in the Owner – Manager Relationship  
• 615: The Key to Excellent Cafes, Sales, and Wholesale Support w/ Sam Lewontin! 15.07.2026 51min

  In the world of specialty coffee, the relationship between roaster and cafe is one of the most vital. In a healthy relationship, there is a support for the client that mirrors the hospitality and quality that the roaster hopes the cafe produces using their coffee. There may be nobody more qualified to speak to both side of this relationship of mutual support than today guest, Sam Lewontin!  Sam is a veteran coffee professional whose nearly 30 year career has taken him from barista in many small and obscure shops, to owning and growing one of NYC best Cafes Everyman Espresso along with Sam Penix. Sam Lewontin carved out a niche for himself as one of coffee's most thoughtful, clear, and intentional operators as well as decorated barista competitors.  After a long career in barista work and cafe hospitality and ownership, Sam took the listening, communication, and service skill he honed in th shop, and applied it to the world of sales and wholesal support for Stumptown Coffee Roasters and now most recently is representing Counter Culture Coffee!  Literally every time you interact with Sam, he is not just enthused to see you, but in genuinely interested in your good. This is why we are talking with him today to learn about how we can develop our hospitality approach in like fashion, but take a page from him play book in sales to truly help our clients solve problems and thrive in their business.  We discuss: The evolution of Sam's career from hobby to professional and the importance of continuous learning how friend and mentors shaped his world.  Creating accessible and welcoming coffee experiences through thoughtful design and hospitality The role of networking, community building, and trust in growing coffee businesses Meeting customers where they are: making coffee approachable and familiar Practical tips for supporting wholesale clients with streamlined resources and support Prioritizing high leverage support tools instead of generic offerings Facilitating connections between wholesale customers, tech support, and global producers The philosophy that the core value of cafes is delivering an approachable, memorable hospitality experience   REGISTER NOW FOR THE SUMMER WEBINAR SERIES!  Build a Stronger Coffee Shop: One Step at a Time Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency. In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations. Each webinar includes: Live instruction and Q&A PDF workbook One hour of virtual consulting for each live attendee Lifetime access to the recording Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series. REGISTER NOW FOR THE SUMMER WEBINAR SERIES!    chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: 246 : Selecting a Wholesale Coffee Provider 473: A Master Class in Wholesale Coffee w/ Honor Forte of Olympia Coffee Roasters Be honest with your Wholesale Accounts 133 : 5 Keys to Successful Wholesale w/ Sarah Richmond    
• SHIFT BREAK! The Best Strategy is Simplicity 09.07.2026 11min

  I have noticed a lot of noise in the industry. The coffee shop and its owner are the targets of a crushing and never ending stream of marketing that does not care about your success, but only moving units. The uncertainty that was supposed to be solved, is made worse, and the simple desire to serve coffee professionally, gets over complicated. No wonder we burn out so often.   Today on Shift Break we will be talking about how simplicity is the best strategy for any coffee shop and is worth establishing as a central pillar of the business so you can navigate the pressured environment of entrepreneurship and build something on a stable foundation.     REGISTER NOW FOR THE SUMMER WEBINAR SERIES!  Build a Stronger Coffee Shop: One Step at a Time Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency. In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations. Each webinar includes: Live instruction and Q&A PDF workbook One hour of virtual consulting for each live attendee Lifetime access to the recording Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series. REGISTER NOW FOR THE SUMMER WEBINAR SERIES!    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: 421: Encore Episode: Simple, Powerful, Hospitality w/ Philip Paul Turner Keep Systems Simple! Founder Friday! w/ Amos Gillespie of Wheelhouse Coffee, Kentville, Nova Scotia, CA Menu Simplicity as Hospitality
• 614: 3 Areas to Prioritize for Your People's Success 07.07.2026 27min

  A cafe's culture is built by intentionally investing in values, hiring, training, and leadership structures and behaviors. These areas are integral to any cafe's success. The issue is that for many, they tend to be rushed or even afterthoughts, leaving the people part of our coffee shops under developed and the resulting culture fragile.  In this episode we will go over the three areas we are covering in an upcoming webinar series and how each of them factor into your cafe's success. Today we will discuss: Values+ Hiring Onboarding + Training Leadership + Management   REGISTER NOW FOR THE SUMMER WEBINAR SERIES!  Build a Stronger Coffee Shop: One Step at a Time Great coffee shops don't happen by accident. They are built by hiring the right people, training them well, and leading them with clarity and consistency. In this live three-part Summer Webinar Series, Chris Deferio shares the practical systems and coaching insights that have helped coffee businesses build stronger teams, healthier cultures, and more resilient operations. Each webinar includes: Live instruction and Q&A PDF workbook One hour of virtual consulting for each live attendee Lifetime access to the recording Register for the individual sessions that fit your current needs, or scroll down to save 20% on the complete Summer Webinar Series. REGISTER NOW FOR THE SUMMER WEBINAR SERIES!    chris@keystothshop.com of book a free call now:  https://calendly.com/chrisdeferio/30min   
• SHIFT BREAK! Every Manager Should Have This Trait 02.07.2026 9min

  We are notorious in coffee for promoting people into management based only on technical skills or that they might not be quite as unreliable as others on the team. We also rush good people who need more time to develop resilience into the position and set them up for failure. In order to make good decisions, there are many traits we need to look for in a a manager, but one in particular is important enough that I feel every manager should possess at least the beginnings of it.    Today on Shift Break we will be talking about the need for a particular kind of resiliency that I have seen the best managers have. If you look for this in your team and in those who apply for roles in the shop it will set them up for success in their technical, admin, and leadership responsibilities well into the future.   Worth a note is the fact that owners are also hugely responsible for how they bring in, train, and provide standards and structures for leadership. You cannot lead based on intuition and some "it" factor. The argument here is not that management make up for and excuse the the lack of systems and structures, but that they would be and can be part of the process of helping lead others in those things and help advance them as well. 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: 109 : Leadership Abandonment Syndrome : Lack of development in senior staff and what to do about it 419: Behaviors That Establish Excellent Management Culture 383 : How to Train a Manager Proactivity in the Owner – Manager Relationship 314 : The 6 Essential Qualities of Coffee Shop Leaders  
• 613: Challenges and Opportunities in Changing the Industry w/ Writer Sarah Charles of Underscore Communication 30.06.2026 1h

  Today we have access to information about the world of coffee that is unprecedented. At times it can be overwhelming to consider all the areas of the coffee industry that need fixing while we also work daily to care for those we have immediately with us. The trick is to tune into sources that convey not just the reality of the problem, but can also feature stories that showcase hope as we work to make progress. Today we get talk with someone whose work in writing about coffee has helped countless people grapple with and take steps to address our industry's most pressing issues. Sarah Charles is the founder of Underscore Communications, former Editor of Coffee Intelligence, and Senior Communications Officer at the International Trade Centre (ITC/WTO agency). A principal author of the ITC Coffee Guide 4th Edition, she writes for print and online publications and produces industry reports and books covering coffee trends, trade, and development. Her work makes sense of the world's messiest systems – climate, trade, culture, food – through sharp storytelling, fresh angles, and analysis. She holds an MSc in Sustainable Development from SOAS, University of London and is a founding member of the Greek IWCA chapter.  Today we will discuss: Sarah's start in coffee writing Romanticism vs. Reality in Coffee The Impact of Writing on the Coffee Industry Navigating Challenges and Finding Inspiration Hopeful Futures for Coffee Farmers The Power of Necessity in Innovation Community and Connection in Business Hopeful Trends from China's producing Community Knowledge as Leverage in Coffee Trade The Impact of Consolidation on Specialty Coffee Balancing Ethics and Profit in Business Links: https://www.instagram.com/unprincipledwriter/ LinkedIn: https://www.linkedin.com/in/sarah-e-charles/ https://iwcagreece.org/ https://www.intracen.org/resources/publications/the-coffee-guide-fourth-edition   KEYS TO THE SHOP OFFERS 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:  451: Business Growth, Integrity, and Coffee Farmer Equity w/ Martin Mayorga of Mayorga Coffee 602: Renata Henderson | Cxffeeblack | Putting The Heart Back Into Coffee 560: Bio-Innovation and Securing the Future for Coffee Farmers and Their Land w/ Felipe Sardi of La Palma y El Tucan
• SHIFT BREAK! Getting The Hint From Your Customers 25.06.2026 9min

  Sometimes we hope against hope that we can eventually win the customer over to that one flavor, those later hours of your cafe,  or the new menu item that the internet said was a sure-fire winner. Whether it is our own pride or some other reason, we can hang on to things a bit too long and damage our business in the process.  Today on Shift Break we will be talking about the signals your customers are sending you regarding your coffee shops hours, menu etc and how we can get the hint, get over our stubbornness, and free ourselves to make discussions informed from the conversation we have with our community.    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: The Conversational Reality of Your Business : Thought on how to approach creative projects in the new year SHIFT BREAK: Embracing Problems as Blessings 227 : Connecting with Hearts and Minds SHIFT BREAK: Make Customer Feedback a Priority Feedback Culture : Making feedback a part of what you do not just something you sometimes do
• 612: Founder Friday! w/ Yaren Maya of Cafeto Cacao in Oaxaca, Mexico! 24.06.2026 46min

  I am so glad that I came across this jewel of a cafe in Oaxaca City, Oaxaca, Mexico. We hear often about direct trade relationships, local sourcing, excellent hospitality, and servant leadership all as aspirations of mindful operators. This place is living these aspirations as a part of the daily rhythm. Coffee and Cacao from their backyard. Signature drinks and a food menu made from ingredients direct from local farms. A deep focus on Oaxacan culture and tradition. I am so happy to welcom to the show the founder of Cafeto Cacao, Yaren Maya! Yaren Maya is the Founder and Owner of the amazing Cafeto Cacao, a specialty coffee shop in Oaxaca, Mexico. She has been working in the coffee and cacao industry for three years already and the cafe has established itself as the premier destination for thoughtful and excellent hospitality and menu items sourced from Oaxaca. A beautiful business showcasing local flavor, creativity, and kind service to neighbors and tourists alike. Yaren is also the co-creator of an Oaxacan fusion restaurant, which has been operating for five years and caters for lunches, dinners, and events. Working by the side of others professionals of the industry in Food and Beverages in Oaxaca City, Yaren continues to grow her professional skills as she creates, leads, and serves. Prior to the restaurant and Cafeto Cacao, Yaren gained professional experience and internships in Mexico and the United States in the hotel industry, basic studies of the English language in Ireland, as well as experience in coffee shops and eventual catering services in the aforementioned country. In Todays conversation we will cover: Yaren's background in hospitality and how it shaped her approach to café ownership The importance of local ingredients like cacao, vanilla, and seasonal fruits in menu development The fusion concept: blending Oaxaca's traditional cuisine with innovative techniques Strategies for staff training on product knowledge and hospitable interactions How maintaining integrity and values in sourcing creates a loyal customer base The role of small-scale, traditional equipment like clay pots in preserving culture Tips for fostering a passionate, adaptable team that shines in a small setting Motivation and continuous learning in a competitive, evolving industry Links:  Instagram: @Cafeto_cacao   KEYS TO THE SHOP OFFERS 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:  332: Founder Friday! w/ Iman Kusumaputra & Putri Yulandari of Kopikalyan, Jakarta, Indonesia 530: Founder Friday w/ Aisha Bullard and Modou (MAD) Diongue of Original Drip in Dakar, Senegal 289 : Founder Friday w/ Ochen Simon Eidodo of Chariots Coffees, Uganda! 256 : Founder Friday w/ Varat Vichit-Vadakan of Roots Coffee Roaster in Bangkok, Thailand  
• 611: What Colin Harmon Knows About Growing Coffee Shops! 23.06.2026 1h 3min

  As hard as starting a coffee shop can be, growing that shop is where the real work begins. The industry is riff with examples of cafes and roasteries that have suffered and even failed as a resulting how they approach growth. The industry also has many whose businesses have grown well but we can only admire their work as outsiders to the work that was done to get there.  Enter Colin Harmon. Just like he did with his first book "What I know About Running Coffee Shops", Colin once again give us a look behind the curtain in his new book, "What I Know About Growing Coffee Shops!  Colin Harmon is a 4x Irish Barista champion and founder of the iconic cafe and roastery 3fE in Dublin, Ireland. Under Colin's leadership 3fE has grown to 8 cafes, a massive roasting and wholesale program, and stands as an example of a what a thriving quality focused specialty coffee business looks like.  Today we get to welcome Colin back to the show 9 years after his first appearance in 2017 shortly after the release of his first book to open up the ages of his new book and share with us his hard earned lessons and perspectives on growing a coffee shop! We Discuss: Colin's reflection on the eight-year process to write his latest book and the importance of allowing ideas to mature Balancing hands-on work with business growth, including fixing toilets and managing staff The concept of a "stay here plan" to sustain long-term engagement in the coffee industry The realities behind scaling coffee shops and the pitfalls of growth for ego versus long-term purpose How to evaluate and choose opportunities like spin-offs, markets, consulting, and events prudently The impact of perception, staff development, and consistency across multiple locations Practical frameworks for evaluating new sites and scaling while staying true to core values The significance of transparent communication within teams and the importance of self-awareness Insights into wholesale relationships, maintaining quality, and marketing without overextending Colin's advice on avoiding burnout, overgrowth, and the importance of focusing on what works Links: https://www.scottrao.com/ https://eightouncecoffee.com @colinharmon   Keys to the Shop 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:  022 : Founder Friday w/ Colin Harmon of 3fe Coffee, Dublin Ireland & Author of the new book, "What I know About Running Coffee Shops" 608: The Best Behaviors for Building Resilient Cafe and Roastery w/ Tracy Allen of Brewed Behavior Consulting 283 : 5 Bad Reasons to Open a Coffee Shop 242 : A Conversation with James Hoffmann SHIFT BREAK: Are You Growing With Your Business? SHIFT BREAK! When Changing Things, Pay Attention to the Heart of the Business The Power of "No"  
• SHIFT BREAK! Are You Ready To Scale? 18.06.2026 13min

  As time goes on, opportunities to grow your business will present themselves and you need to make a decision on whether you will say yes, no, or not yet.  In order to make a good decision there are a few things you should consider.  Today on Shift Break we will be talking about six areas of your current business that need to be healthy in order to set your next venture up fopr success.  Whether it is adding services and departments to your current business or expanding to another location, this episode will challenge you to attend to the foundations before adding on.    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: RoR #27 : Scaling and Relationships in a Small Roastery w/ Cody Gordon, Cerberus Coffee Scaling Values 588: Prioritizing the Right Things as Your Cafe Grows 583: Unifying Teams Across Multiple Cafes SHIFT BREAK: Reassessing Growth Before you Expand
• 610: What People Love and Hate in a Coffee Shop |Research Results from Chicago Coffee Fest 16.06.2026 35min

  What do customers love and hate about coffee shops? It feels like a question that is too easy to answer and as a result I believe we do not spend nearly enough time researching it. This past weekend I spoke in Chicago at Coffee Fest. In preparation we analyzed the most positive reviews and negative reviews of the worst rated and best rated cafes on Google and Yelp in the Chicago area. The results fell in line with some assumption I had based on what I have seen from my own years in coffee and consulting. In addition though, when compiled and organized, there were a few things that I found very interesting that we all need to think deeply about.  So today we are going to be going over the list of things that people love and hate about coffee shops from this research and how this speaks to the greater issues in how we approach running our shops and the the path forward from here.   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:  SHIFT BREAK! How To Keep Your Customers Excited
• SHIFT BREAK! Why You Need To Cross-Train Staff 11.06.2026 7min

  In too many cafes we find staff trained only in the areas they work in with minimal to no knowledge or understanding in other parts of the business. This derails a cafes growth and effectiveness. Staff in the front are not equipped to speak with understanding and confidence to customers and those those who work in the back or in production areas are isolated from the up-steam results of their work.  Today on Shift Break we will be talking about why cross training staff is the way forward for fostering understanding between departments, effective sales and hospitality, and a deeper bench of talent to draw from across your employees. This is especially important for FOH staff as they are the ones representing all you offer to the customer.    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: 424: Developing Menu and Hospitality Guides Taste the Rainbow! : Menu knowledge, tasting, flavor, coffee cupping approach to your offerings Taste the Rainbow! : Menu knowledge, tasting, flavor, coffee cupping approach to your offerings 582: Maximizing Existing Opportunities in Your Cafe The Key to Up-Selling 583: Unifying Teams Across Multiple Cafes SHIFT BREAK! How to Have Healthy Communication Between your Cafe's Departments
• 609: Lessons On Running a True Community Space w/ Blew Kind of D'griot Cafe | Philadelphia, PA 09.06.2026 51min

  More than just a 3rd space, some cafes are platforms for ideas, catalysts for change, and a space specifically organized and designed to grow and nurture their communities.  Led by people with deep convictions and a vivid vision for what can be, these spaces transform and help support the community beyond the coffee.  Today we get to catch up with someone who has spend decades pouring into her community and has learned a lot of very valuable lessons to help you do the same.   Inspired by her afro-indigenous lineage, Blew kind creates transformational experiences where folks can connect deeper within themselves and each other toward their highest self. She offers moments of pause, conversation, and discovery where we can experience daily magic, while being open to heal individually and collectively. Her play involves poetry, crafting, dance, listening to stories, and community space making. Blew kind has developed multiple cultural community organizations in Philadelphia including Franny Lou's Porch cafe, Koku-Roko Learning Co-operative, d'griot café & gallery, and rad.Love; a non-profit fiscally sponsored by the Painted Bride Arts Center to support community programming. Grateful to be involved in the good work, Blew also supports other black, brown, and community leaders on their journey through public speaking and coaching. We discuss: Journey from Franny Lou's Porch to D'griot The Meaning of D'griot and Its Cultural Roots Pandemic Impact and Business Growth Overcoming Resistance and Building Resilience Wealth, Value, and Community Support Community Heart and Giving Back Balancing Personal Fulfillment and Community Service The Value of Humility and Collective Effort Community Collaboration and Unexpected Opportunities   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: 
• SHIFT BREAK! Why It's Hard To Find Good Help These Days 04.06.2026 9min

  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  
• 608: The Best Behaviors for Building Resilient Cafe and Roastery w/ Tracy Allen of Brewed Behavior Consulting 02.06.2026 1h 3min

  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  
• Founder Friday! w/ Amos Gillespie of Wheelhouse Coffee, Kentville, Nova Scotia, CA 29.05.2026 47min

  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  
• SHIFT BREAK! You're Only as Good as Your Worst Drink 28.05.2026 6min

  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  
• 605: What To Do When You've Been Promoted To Manager 26.05.2026 39min

  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
• SHIFT BREAK! Addressing "Bad Apples" On Your Staff 21.05.2026 14min

  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  
• 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) 20.05.2026 56min

  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