Spiders get a bad rap. It’s true that they are generally creepy. Also true that some could even kill you…BUT!…forgetting the fact that the usual visiter to a spider’s web is…

When we think about accountability we tend to think about holding others accountable for the work and ideas that we want them to practice. After all, we are paying them money…

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…