SHIFT BREAK #27 : When people come in to our shops they have certain expectations shaped by experiences in restaurants, bars, and other cafes. The average experience is not so great and we have an opportunity to exceed expectations. One way we do this…
SHIFT BREAK #26 : Gossip, we have all done it and in the moment it feels good to commiserate, but gossip is a poison that destroys culture and relationships in the cafe. When things annoy you and the opportunity arises to participate in tearing down a…
SHIFT BREAK #25 : When the weather turns cooler and the holidays get closer, business gets busier. Ironically, at the same time as our shop pick up steam, we seem to lose it. Our capacity to show hospitality tends to drop in the presence of heavy…
Shift Break #24 : Every day, in coffee shops around the world, baristas notice things that are broken, see things that can be improved, and have ideas that could take the cafe to a new level. The problem is that so much of it never gets heard. Today…
SHIFT BREAK #23 : We all have had moments where a customer orders something “Off Script” and depending on our attitude we can either see it as an annoyance and hassle, or as an opportunity. Today we discuss how we can see these alterations and…
SHIFT BREAK #22 : One of the main sources of stress and chaos in the coffee bar is the absence of clearly defined standards and procedures for the work. Turn over is, in part, due to a constant feeling of uncertainty related to the quality…
SHIFT BREAK #21 : Working a busy bar AND keeping it clean is one of the biggest challenges we face in the cafe and the importance of how we present the space to customers cannot be understated. Working clean is the key to having a clear head, a ready…
SHIFT BREAK #20 : Today we welcome the first ever guest to the Shift Break series, Joe Marocco! A little while ago Joe posted a brilliant piece on his FB page that he has now graciously given to Keys to the Shop in audio form. Joe is the Coffee…
SHIFT BREAK #19 : Pumpkin spice everything! It’s all too convenient to jump on the bandwagon of hating on this, and other, seasonal flavors that may feel to mass marketed for our taste. Today we talk about the best practices and mentality we should…
SHIFT BREAK #18 : Today we talk about one of the most powerful practices for creating a healthy workplace. Affirmation. In leadership, it is easy for us to veer off into being overly critical, nitpicky, and to focus on the problems and negatives as a…
