When we hear this phrase we automatically think of the exemplary employee. They don’t just stop at what their job description says, they invent new ways to serve, create, support etc.…

Leaders and managers are most effective when there is professional distance between them and the people they lead. Now this sounds pretty antithetical to the notion of gaining trust, leading with…

When it comes to how we serve people in the cafe, we will inevitably default to our true feelings about what it is we are doing. We can talk all day…

Our job in leadership is to provide the conditions under which both staff and customers will succeed. For customers this means they are successful in their bid to have a great…

Generosity should be our default setting in the hospitality business. It is a people-based industry after all and relationships are at the heart of everything we do. That said, there is…

Today, more than ever, we are consumed by hacks, shortcuts, tips and advice to make our lives easier. When it comes to running a coffee shop and being a leader this…

The cafe is a high pressure environment and as we go about our work, the hunt for incongruities, mistakes that need correction, and opportunities to coach and guide people are usually…

In recent interviews I got to talk about self-awareness and have been stewing on the concept for a bit. Self-awareness is not just a personal development side project. It is literally…

Work in a cafe is not easy. There is a never ending string of mental and emotional hurdles that must be dealt with in a way that is not normal to…

“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…