Keys To The Shop : Equipping Coffee Shop Leaders

The best coffee businesses are built on solid values, local community, and small consistent steps taken toward deeper connection through hospitality and excellence in the product. The story of Wheelhouse Coffee is one that demonstrates the power of intentional people-first work over time and what happens when you make growth a conversation with those your serve. 
I am thrilled to get to talk with the founder of Wheelhouse Coffee in Nova Scotia, CA, Amos Gillespie!
Wheelhouse Coffee began with an eight-year-old Amos sharing morning coffee with his dad. By 17, that simple joy had grown into a coffee dream. After an espresso machine, a barista job, and a life-changing Portland coffee show, Amos launched Wheelhouse in 2018.
However, being a single owner with a small sample roaster and a full-time job became increasingly challenging.
In 2020, after a beautiful summer wedding, he and his wife set out to grow Wheelhouse together. From basement beginnings to a thriving café, their journey is driven by their love for coffee and the people they serve.
We discuss:
How Amos Was Introduced to Coffee
Beginning and Building Confidence in Roasting
Navigating Stagnation
The Shift Towards a Coffee Business
Feedback and Growth in Coffee Roasting
Understanding Customer Relationships
The Move To Opening a Coffee Shop
Balancing Vision with Financial Realities
Building Relationships with Customers
Advice for Aspiring Cafe Owners
KEYS TO THE SHOP ALSO OFFERS
1:1 CONSULTING + COACHING!
If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 
[email protected]
of book a free call now: 
https://calendly.com/chrisdeferio/30min 
 
Related episodes: 
476: Founder Friday! The Story of Story Coffee w/ Don Niemyer of Story Coffee Co.
391 : Founder Friday! w/ Megan Wilson of Spuds Coffee in Ft. Lauderdale, Florida
145: Founder Friday w/ Red Rooster Coffee Roasters co-founder, Haden Polseno-Hensley

It may seem unfair, but it is the truth. Customer hold a special place in their brains for negative experiences. Don't we do the same? And when do most of these lower quality experiences tend to take place? Usually when we are the busiest and have the greatest opportunity to build a good reputation. It's diabolical! 
On today's Shift Break we will be talking about why you are only as good as your worst drink, worst service encounter, worst whatever! And what we can do to rewire the part of our brains and operations that allow these moments to happen. 
 
Sign up for 1:1 CONSULTING AND COACHING
If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected]
OR... book a free call now to talk about working together
https://calendly.com/chrisdeferio/30min 
 
Related Episodes:
YouTube:
SHIFT BREAK! How to Think About Quality
533: Principles of Quality Control
SHIFT BREAK: Quality Still Matters
084 : Crushing the Rush : Tips and Best Practices for Busy Times
520: Tips For Great Workflow and Bar Presence
Spotify:
SHIFT BREAK! How to Think About Quality
533: Principles of Quality Control
SHIFT BREAK: Quality Still Matters
084 : Crushing the Rush : Tips and Best Practices for Busy Times
520: Tips For Great Workflow and Bar Presence
Website:
SHIFT BREAK! How to Think About Quality
533: Principles of Quality Control
SHIFT BREAK: Quality Still Matters
084 : Crushing the Rush : Tips and Best Practices for Busy Times
520: Tips For Great Workflow and Bar Presence

Congratulations! You have been made the cafe manager! Now what? Well, you are now occupying one of the most critical roles in all of coffee retail. As a leader you have a lot of growth opportunities and can make a massive difference as you serve the company, the staff, and the customers. The first six months - a year is a pretty critical time where you either build trust and establish healthy outlooks and habits, or you succumb to the dysfunction and stress that management without structure and purpose falls into. 
Today we are going to go over practices, mindsets, and approaches to your role and the work of management that are proven to set you and everyone else up for success vs the all too typical burn-out that seemingly is baked it to the manager role. It does not have to be! This episode shows you how. 
 
1:1 CONSULTING + COACHING!
If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email 
[email protected]
Book a free call now: 
https://calendly.com/chrisdeferio/30min 
 
Related episodes: 
229 : 7 Tips for New Managers
248 : The 5 Elements of Resourcing your Team
261 : The Basics of Managing Managers
226 : The Art of being Indispensable at Work w/Bruce Tulgan
179 : What you MUST Know About Employee Culture w/ Stan Slap
172 : Why Tracking Performance is a Must!
028 : Why it's Ok to be the Boss w/ Bruce Tulgan : A guide to defining and fighting the under management epidemic in your cafe so you can be the manager your staff need
018: Hiring, Culture, and the Future of your Shop
013 : Leadership & Management Master Class w/ Eva Attia : Leadership | management | hiring | career
004: Leadership in the Cafe : 10 Steps to Being a People First Leader
258 : Prioritizing your Mental Health in the New Year w/ Dr. Lara Pence
244 : Top 10 Ways to Lose Employees

Nothing kills cafe culture like an a staff member who is a bad fit for their role. Often this manifests in work performance issues that are felt by customers, coworkers, and leaders alike. It brings people down.
The diabolical thing is that the most common response cafe leadership has is to simply wish it away and let it go on far too long. Meanwhile a toxic or ill fit employee continues (whether unwittingly or knowingly) to do damage to morale, service, and the reputation of the business. 
Today on Shift Break we will be talking about how to approach this "Bad Apple" situation in a way that seeks the highest good for all parties involved and affords you the opportunity to develop more decisiveness  and resilience in the face of these unfortunate situations. 
 
KEYS TO THE SHOP®  1:1 CONSULTING AND COACHING
If you are a cafe owner and want to work one on one with me to bring your shop to its next level and help bring you joy and freedom in the process then email [email protected]
OR... book a free call now to talk about working together
https://calendly.com/chrisdeferio/30min 
 
Related Episodes: 
Raising Your Hiring Standard
496: Hard Decisions and High Standards
125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity

Every Coffee Fest we sit down with presenters and speakers to talk about their field of expertise and learn from their experience in coffee.
This last NYC Coffee Fest we were privileged to get to chat with four dynamic professionals and discuss everything from barista education and community, social media strategy, and how to run a world class bakery and coffee bar.


We start with Ivana Chan and Rachel Apple of Raise the Bar!

Ivana Chan is a marketing and e-commerce consultant who has spent the last seven years helping specialty coffee brands grow by bringing their hospitality online through thoughtful digital strategy.
She is also the co-founder of Raise the Bar Coffee, a nonprofit focused on accessible coffee education, mentorship, and community-building, best known for organizing Level Up, an event where baristas connect, learn, and build sustainable careers in coffee

Rachel Apple is an esteemed figure in the specialty coffee industry, with over 19 years of comprehensive experience.  Her extensive resume includes pivotal roles as Quality Control for George Howell Coffee, Coffee Buyer & Global Supply Chain Manager, Roaster, Educator, & Barista in addition to being a Legacy Q Grader. She is also the only woman, globally, who is a Cup of Excellence Head Judge & SET Course Instructor.
Rachel also serves as a US Barista Championship Head Judge, Sensory Lead, and Committee Member, investing years in volunteer work and leadership in the specialty coffee community – which has recently manifested in co-founding an education focused 501(c)(3) nonprofit Raise the Bar. 
Links:
https://www.instagram.com/raisethebar_coffee/
 
Next we get to learn about winning social media strategy from Birch Coffee's Jeremy Lyman! 

Jeremy Lyman is the co-founder of Birch Coffee, a New York City-based coffee company. Since its first store opened in 2009, the company has grown to become one of New York City's premiere and most loved independent coffee shop chains. With more than a dozen locations throughout the city, the focus of Birch is on customer service.
Service is something Jeremy believed was lacking in the Specialty Coffee industry and being that both he and his partner Paul are consumers first and worked in bars and restaurants for years before, they realized that this was what was necessary to stand out in the industry. In order to grow the company, Jeremy has overseen the development of not only a high level of service, but methods in which to hone and develop those skills amongst his teams.
Jeremy, Paul, and their team have also figured out creative ways to stand out. From eliminating wifi and introducing conversation starters to designing extraordinarily unique napkins, they have caught the eye of the Wall Street Journal, the New York Times and Forbes who have paid specific attention to these differentiators.
Links:
https://www.instagram.com/coffeedogguy/
www.birchcoffee.com
https://www.instagram.com/birchcoffee/

Finally we discuss baking, pastry, and coffee excellence with Lauren Tran!

Lauren Tran is the chef-owner of Bánh by Lauren in Chinatown, New York City. She blends her Seattle upbringing and love for coffee culture with a deep-rooted passion for Vietnamese flavors and desserts. After working at fine-dining icons Canlis, Momofuku Ko, and Gramercy Tavern, Lauren started selling pastries out of her apartment during the pandemic.
Bánh by Lauren was hosted for pop-ups for four years before opening a brick and mortar bakery cafe in NYC's Manhattan Chinatown in June 2024. The New York Times ranked her shop among the top 22 bakeries in the U.S., T Magazine named her bánh bò nướng as one of the 25 essential pastries to eat in NYC, and Bánh by Lauren is a 2026 James Beard Award semifinalist for Outstanding Bakery.
Links:
https://www.instagram.com/banhbylauren/
 
 
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www.coffeefest.com