“The single biggest problem in communication is the illusion that it has taken place.” – George Bernard Shaw This sentiment is, for me, at the heart of what plagues most coffee shops and holds us back from being as excellent as we can be in the retail space. In the latest Shift Break we discussed the idea of communication before …

I just released a Shift Break discussing the concept of poaching employees from other shops. The definition of poaching is basically that you, as an owner or manager, enter a business and initiate an offer to a current employee to come work for you. So basically the sleaziest thing you could do. The premise was basically – don’t do that! …

The last 7 months have proven one thing. We are more than what we do. Our very means of expression and provision has been stripped from us and we are now left to pick up the pieces and try to reassemble everything from processes, menus, staff, schedules, and every other component that collectively creates the whole of our coffee shops. …

By Bruce Tulgan If you only work hard, you’ll only get overcommitted, resentful, tired, and under siege. That’s no way to be a go-to person. So, you’d better work smart: First, professionalize whatever you do. Whatever your job is, make sure you do it really, really well. Some organizations have effective, timely training to prepare you—and good systems and tools …

It is easy for me to chase peace in the moment in order to avoid temporary pain. I mean, I am really good at fooling myself, lying to myself that if I don’t address it, it will go away. If I avoid talking to that one employee about their service level at the POS then maybe the situation will work …