When it snows in Kentucky we have to take advantage of it! I am from upstate NY and snow is just a part of life there. Even though we got excited…

Most barista training is ineffective. The major reason for this is not because employees aren’t up to the challenge but because we who are doing the training are operating within a…

You go where you look. This is something they told me in driving school when I was 16. If you are going off the road and you look at a tree,…

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…