Advertise on podcast: Keys To The Shop : Equipping Coffee Shop Leaders

Many owners start in the business of coffee shops by buying an existing cafe. Sometimes there is a lot of work to do. Other times, the cafe is already a successful, well love, and established cafe. The later example is actually a bit more daunting since now there is legacy, community, and great staff to steward, all while learning the ropes yourself! Today is a story of how one woman took on this challenge to take over an iconic cafe and what she has learned thus far. I am excited to be talking with the new owner of the iconic cafe, Taproom Coffee, Ashley Derrick! Ashley and her spouse, Alison, have lived in the East Lake neighborhood of Atlanta GA for 23 years. Ashley has been a Realtor for 19 of those years and has consistently taken her clients to Taproom Coffee - long before she wanted to buy it. Doing good work feeds her soul and she loves spending time with community members trying to figure out how to change the world - all while sipping on a cup of coffee.   Links:  https://www.taproomcoffee.com/ https://www.instagram.com/taproomcoffee/   Consulting to help you and your coffee business thrive. Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

In the ecosystem of entrepreneurship we glorify and practice a certain kind of paranoia about our businesses. We are never happy and always suspecting we are behind, or broken in some secret way that we need to find. The result is that, even when we arrive to a good place, our ability to recognize it and rest in it is nonexistent. Today on Shift Break we will be talking about why we sometimes need to just let our businesses be. Rest in what has been made and grown and demonstrate to those you lead how to enjoy and be fully present in the moments that you all have worked hard to bring to bear.   Related episodes:  SHIFT BREAK: Rest and Meaningful Work SHIFT BREAK! It's Got To Hurt If It's To Heal! : The Pins and Needles of Positive Change Don't Let The Light Go Out SHIFT BREAK : It's OK to Have Reasonable Tolerances SHIFT BREAK! The Best Strategy is Simplicity 327: Founder Friday! w/ Phuong Tran of Lava Java   KEYS TO THE SHOP CONSULTING Helps You Find Joy Book a free call now:  https://calendly.com/chrisdeferio/30min  SPONSORS!   Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/   The best and most revered espresso machines on the planet: www.lamarzoccousa.com

The coffee shop experience is one that should be accessible to a wide variety of people. How we go about building a welcoming and hospitable space is not only the work of interior design, workflow, and service standards; it also extends to the menu and what we offer.  Enter the 2 dollar drip. An item that represents an intention put into action to offer something to anyone who has less but still wants to experience the beauty of what a coffee shop has to offer its community.  One of the people championing this item and the philosophy behind it is the founder of Heavy Water Coffee in LA, Tim Riley.  Tim has over a decade of coffee experience from barista, to roaster, and now brick and mortar cafe owner. Heavy water is a family run business that is the culmination of Tim's coffee journey and the lessons of balance between quality, excellence, and genuine hospitality.  Today we are going to talk with Tim all about his career, how he has grown as a persona and a professional over the years, and what is behind the 2 dollar drip and the neighborhood focus of Heavy Water.    Links:  @heavywatercoffee https://www.instagram.com/heavywatercoffee/?hl=en     Consulting to help you and your coffee business thrive. Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

Cold brew only is not a normal thing for a coffee bar. It takes deep dedication, innovation, and focus to drive that concept and offer customers out of the ordinary that they both remember AND love. For ten years now our guest has been blazing a trail for cold brew lovers to experience a fun, hospitable, pure, and deliciously crafted cold brew menu. Today we will be talking to Stephanie Jones, Founder of Mrs. Jones Cold Brew in Pensacola, FL   Mrs. Jones Cold brew is a brick and mortar cafe that specializes in high end bottled cold brew with a full menu of flights, specials, flavors, a build your own concept, and classics, all with just cold brew. No espresso machine in sight.  What started as an idea in her kitchen, grew to farmers markets, and not 3 years into her own cafe, Stephanie Jones is sitting down with us to tell the story of here humble beginnings, lessons learned, and the secrets to serving customers cold brew with genuine warmth.  Stephanie is also a 3x Key Holder Coaching Group cohort member! So I have been blessed to see this businesses recent growth.  Here community has raved about her and her team for years and I am thrilled to get her on the show to tell her story and show us what is possible with cold brew and a dream.  Consulting to help you and your coffee business thrive. Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference SHIFT BREAK! The Trend of Backwards Hospitality SHIFT BREAK! The Trend of Backwards Hospitality 469: Unremarkable Hospitality and Cafe Terroir     SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

What happens when we build into our systems exceptions for the less than desirable habits of staff? Well for starters we rob that staff member of the opportunity to grow and receive correction to meet the standards. We then rob our business of reach its potential as we now erode the foundations from the inside. Lastly we rob the customer of a great experience because all the little compromises and permissions we give to issues that should be addressed, make their way into the cup.  Today on Shift Break we will be talking about why operators should not build into their systems and policies, exceptions and leeway that further promotes bad behaviors and habits. It is important that we consistently call ourselves and others up to high standards rather than lowering them for avoidance or convenience.  Related episodes:  496: Hard Decisions and High Standards Grace and High Standards SHIFT BREAK : Setting and meeting Standards in the Coffee Shop     KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min  SPONSORS!   Thank you to out sponsors! Everything you need for back of the house operations https://rattleware.qualitybystainless.com/   The best and most revered espresso machines on the planet: www.lamarzoccousa.com

We love extremes. Novel services, events, specials, and stunts to catapult us into the consciousness of our customers seem to be what we favor and are fixated on. After all, it proves that we are different, better, and that we care about people and quality!...right? Not exactly. Just like Settling the Table before it, Wil Guidara's great book, Unreasonable Hospitality has been making the rounds in the coffee sphere. Many draw inspiration from this book and it helps them make their shops better. Others I have seen take the idea of "unreasonable" and jump over the basics directly into extreme and novel one off efforts or give into the compulsion to reinvent vs refine who they are and what they do. This I feel is a mistake. Today we will be talking about why we need to start with and more successfully maintain reasonable hospitality in order to naturally bring about the kind of moments we can later say were unreasonable, but fit with who we are, vs efforts that we slap on to our shops that are flailing in the basics.   Consulting to help you and your coffee business thrive. Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: 430 : Embracing "Unreasonable Hospitality" w/ Will Guidara | Thank You NYC + The Welcome Conference SHIFT BREAK! The Trend of Backwards Hospitality SHIFT BREAK! The Trend of Backwards Hospitality 469: Unremarkable Hospitality and Cafe Terroir     SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

The temptation for fast-track people during training is a very common one. I would go so far as to say that, half of the reason we see the inconsistencies and quality of product and service issues we do today, comes from pushing people through training and putting them on bar when they are not equipped to succeed.  Today on Shift Break we will be talking about the danger of "fast-track" training, some of the reasons I believe are behind this practice, and how we can guard against it so we are actually training people well and setting up them, and our guests for success.  Related episodes:  SHIFT BREAK! The Urgent Need for Training in Today's Coffee Shop You Need to Prioritize In-House Training! 339 : What Good Barista Training Produces KEY HOLDER COACHING GROUPS APPLY TO THE 2026 KHCG COHORT! For cafe owners, the way you and your coffee shop grow is determined by how you are supported and nourished by community. The trouble is most owners are isolated, stressed, and are in desperate need of a type of community that is not just generally related to business but is made up entirely of other coffee shop owners who know exactly where you are coming from.  That is what Key Holder Coaching Groups are all about.  A small group of invested coffee shop owners who are dedicated to encouragement, accountability, insights, and helping each other grow.  Our groups are limited 6-7 experienced cafe owners and we meet 12 times over 6 months in our Zoom sessions where we focus on member led topics that are actually relevant to the real life of a cafe owner.  Each member received 2 hours of one-on-one coaching through this time and has access to our Circle community where they can keep the connection and conversation going between our calls.  I would love to talk with you about how this unique group can make a difference in your life.  Look below for a few testimonials of past members and click this link to apply for the Fall 2026 cohort!  APPLY TO THE 2026 KHCG COHORT!   Testimonials: My name is Susanna Winters and I am the owner and co -founder of Hilton Head Island Coffee Roasters. We're based out of Hilton Head, South Carolina. I've been part of Chris's key holder coaching group for I guess about five months now. And prior to that, I have participated in a few different business groups and business mentorship programs. And this coaching group has by far been the best and provided some of most value that we've received honestly in the two and a half years that we've been in business. And I think it's a combination of being paired with other business owners who are all at different places in their business. It really helps us take this big picture approach as well as get that really nitty gritty feedback, not only of what we need right now, but also what we might need a year from now. And the group that I was part of, it was honestly just so much fun and so much fun getting to know this group. Everyone provided so much value and they were honest and they were vulnerable and they were so transparent with their businesses and everyone really took that extra step to support each other, which is one of the reasons why I'm signing up to do it for another six months. But I absolutely recommend this coaching group. I think it's one the best things out there for new coffee shops, old coffee shops, anyone looking to elevate their business to the next level. -Susannah Winters/ Hilton Head Coffee Roasters      For us looking back, I think we were at a point of growth that we needed to take the steps to grow, but we were wearing ourselves out and burnout was starting to set it.  I feel if we didn't reach out for help with Chris we would have greatly struggled. Both during the coaching and as a result of the coaching.  Working with KTTS consulting has been monumental for us as individuals and as a business.  We were able to get insight and confidence in areas that we felt like we were really struggling in. We took huge steps with hiring a manager and equipping them to help lead.  Chris' structure behind servant leadership really matched well with how we wanted to lead so it allowed a very cohesive development of our foundation for goals, foundations, requirements and leadership. I would HIGHLY recommend KTTS to anyone regardless if you are struggling for feeling as though you are on top of the world with your business. I feel that no matter where you are in your journey, there's always room for growth. I even believe a few years down the road and we are continuing to grow that we would do it again and learn to continue to keep growing in a healthy was as a business and staying healthy as entrepreneurs -Jessica Nguyễn Queen City and Co.     I made the decision to become a part of the Key Holder Coaching Group (KHCG) primarily to establish connections with other professionals who are actively engaged in the coffee business. I have found that through coaching I have been able to improve my productivity, streamlining my operations and have a healthier life/work balance. The most beneficial aspect of the KHCG has been getting the opportunity to explore topics from multiple perspectives. I have found that even If I am not in the "Hot Seat" I am gaining valuable information that is relative to my business in some way. KHCG has proven to be a safe space for me to be vulnerable, increase my self-worth and positively adjust my mindset to get the most out of the experience. As business owners, we are, without a doubt, our most valuable asset. Investing in ourselves, stepping outside of our patterns and opening up to fellow business professionals within our field will absolutely bring fresh perspectives to solve problems and reminders to celebrate wins. You do not have to do it all or do it all alone, KHCG will be a valuable ally on your journey to success. -Sunny Cover / Peekskill Coffee Roasting Company / The Peekskill Coffeehouse

We hear the advice from the popular author of "The E-Myth" saying that we should work ON our business, not IN it. While I understand and agree with the point being made to not get caught up in tasks perpetually that make you a bottle neck, I believe we have taken it a bit far as of late where many want to skip a crucial step in the process of their growth.  Today we are going to be talking about why you need to, and always will work IN your business and why that is a good thing for everyone. How effective we are in working on the business later is based on how well we work in it now. Don't believe the myth that you can be a hands of automated leader. Your people and your business deserve better.    "KEY HOLDER COACHING GROUPS"! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS   KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: The Myth of Hands Off / Automated Leadership SHIFT BREAK! How to Have Healthy Communication Between your Cafe's Departments 483: Encore: 6 Essential Qualities of Coffee Shop Leaders   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

I hear the word "vibes" used as a stand in for a lot of different things. Most often it is used to describe a somewhat ambiguous sense of good feelings or peace of mind around a culture or a person. The idea is great, but the issue is that without having specific and meaningful definitions of what brings those vibes to fruition, we end up with more problems than good times.  Today on Shift Break we will be talking about how you can avoid making critical decisions around hiring, work, and the operation of your cafe based solely on "vibes", and start to make wise decisions based on standards that are based on more than a feeling.    KEY HOLDER COACHING GROUPS APPLY TO THE 2026 KHCG COHORT! For cafe owners, the way you and your coffee shop grow is determined by how you are supported and nourished by community. The trouble is most owners are isolated, stressed, and are in desperate need of a type of community that is not just generally related to business but is made up entirely of other coffee shop owners who know exactly where you are coming from.  That is what Key Holder Coaching Groups are all about.  A small group of invested coffee shop owners who are dedicated to encouragement, accountability, insights, and helping each other grow.  Our groups are limited 6-7 experienced cafe owners and we meet 12 times over 6 months in our Zoom sessions where we focus on member led topics that are actually relevant to the real life of a cafe owner.  Each member received 2 hours of one-on-one coaching through this time and has access to our Circle community where they can keep the connection and conversation going between our calls.  I would love to talk with you about how this unique group can make a difference in your life.  Look below for a few testimonials of past members and click this link to apply for the Fall 2026 cohort!  APPLY TO THE 2026 KHCG COHORT!   Testimonials: My name is Susanna Winters and I am the owner and co -founder of Hilton Head Island Coffee Roasters. We're based out of Hilton Head, South Carolina. I've been part of Chris's key holder coaching group for I guess about five months now. And prior to that, I have participated in a few different business groups and business mentorship programs. And this coaching group has by far been the best and provided some of most value that we've received honestly in the two and a half years that we've been in business. And I think it's a combination of being paired with other business owners who are all at different places in their business. It really helps us take this big picture approach as well as get that really nitty gritty feedback, not only of what we need right now, but also what we might need a year from now. And the group that I was part of, it was honestly just so much fun and so much fun getting to know this group. Everyone provided so much value and they were honest and they were vulnerable and they were so transparent with their businesses and everyone really took that extra step to support each other, which is one of the reasons why I'm signing up to do it for another six months. But I absolutely recommend this coaching group. I think it's one the best things out there for new coffee shops, old coffee shops, anyone looking to elevate their business to the next level. -Susannah Winters/ Hilton Head Coffee Roasters      For us looking back, I think we were at a point of growth that we needed to take the steps to grow, but we were wearing ourselves out and burnout was starting to set it.  I feel if we didn't reach out for help with Chris we would have greatly struggled. Both during the coaching and as a result of the coaching.  Working with KTTS consulting has been monumental for us as individuals and as a business.  We were able to get insight and confidence in areas that we felt like we were really struggling in. We took huge steps with hiring a manager and equipping them to help lead.  Chris' structure behind servant leadership really matched well with how we wanted to lead so it allowed a very cohesive development of our foundation for goals, foundations, requirements and leadership. I would HIGHLY recommend KTTS to anyone regardless if you are struggling for feeling as though you are on top of the world with your business. I feel that no matter where you are in your journey, there's always room for growth. I even believe a few years down the road and we are continuing to grow that we would do it again and learn to continue to keep growing in a healthy was as a business and staying healthy as entrepreneurs -Jessica Nguyễn Queen City and Co.     I made the decision to become a part of the Key Holder Coaching Group (KHCG) primarily to establish connections with other professionals who are actively engaged in the coffee business. I have found that through coaching I have been able to improve my productivity, streamlining my operations and have a healthier life/work balance. The most beneficial aspect of the KHCG has been getting the opportunity to explore topics from multiple perspectives. I have found that even If I am not in the "Hot Seat" I am gaining valuable information that is relative to my business in some way. KHCG has proven to be a safe space for me to be vulnerable, increase my self-worth and positively adjust my mindset to get the most out of the experience. As business owners, we are, without a doubt, our most valuable asset. Investing in ourselves, stepping outside of our patterns and opening up to fellow business professionals within our field will absolutely bring fresh perspectives to solve problems and reminders to celebrate wins. You do not have to do it all or do it all alone, KHCG will be a valuable ally on your journey to success. -Sunny Cover / Peekskill Coffee Roasting Company / The Peekskill Coffeehouse

We all have ambitions and hopes for our career but time passes and we don't see any progress. It would be a mistake to chalk this up to fate instead of a lack of progress that comes from a lack of intentional actions as well as our underlying beliefs.  Today we are going to explore what some of those beliefs and actions look like to help you unlock the potential of your career and make meaningful advancements.   KEY HOLDER COACHING GROUPS! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS   KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: 617: Kwame Christian On How To Take Big Swings in Your Career and Business 331 : The 7 Deadly Sins of my Career 292 : How to Take Charge and Drive Your Career w/ Ed Evarts 077 : How you can Happen to your Career w/ Scott Anthony Barlow : A frame work for finding the right work   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

All too often we are likely to stick with the comfortable and known dysfunction or the habitual neglect of important areas of our business, than to take the uncomfortable but needed step of fixing and bringing life into those areas. In fact, I believe avoidance of taking action on those areas in need of attention is the first step in business failure.  Today on Shift Break we will be talking about embracing the pain associated with bringing attention, resource, and life back into areas that have been cut off and neglected and why doing so is in your coffee shop's best interest.  (Episode title credit to Urgl. IYKYK)   KEY HOLDER COACHING GROUPS APPLY TO THE 2026 KHCG COHORT! For cafe owners, the way you and your coffee shop grow is determined by how you are supported and nourished by community. The trouble is most owners are isolated, stressed, and are in desperate need of a type of community that is not just generally related to business but is made up entirely of other coffee shop owners who know exactly where you are coming from.  That is what Key Holder Coaching Groups are all about.  A small group of invested coffee shop owners who are dedicated to encouragement, accountability, insights, and helping each other grow.  Our groups are limited 6-7 experienced cafe owners and we meet 12 times over 6 months in our Zoom sessions where we focus on member led topics that are actually relevant to the real life of a cafe owner.  Each member received 2 hours of one-on-one coaching through this time and has access to our Circle community where they can keep the connection and conversation going between our calls.  I would love to talk with you about how this unique group can make a difference in your life.  Look below for a few testimonials of past members and click this link to apply for the Fall 2026 cohort!  APPLY TO THE 2026 KHCG COHORT!   Testimonials: My name is Susanna Winters and I am the owner and co -founder of Hilton Head Island Coffee Roasters. We're based out of Hilton Head, South Carolina. I've been part of Chris's key holder coaching group for I guess about five months now. And prior to that, I have participated in a few different business groups and business mentorship programs. And this coaching group has by far been the best and provided some of most value that we've received honestly in the two and a half years that we've been in business. And I think it's a combination of being paired with other business owners who are all at different places in their business. It really helps us take this big picture approach as well as get that really nitty gritty feedback, not only of what we need right now, but also what we might need a year from now. And the group that I was part of, it was honestly just so much fun and so much fun getting to know this group. Everyone provided so much value and they were honest and they were vulnerable and they were so transparent with their businesses and everyone really took that extra step to support each other, which is one of the reasons why I'm signing up to do it for another six months. But I absolutely recommend this coaching group. I think it's one the best things out there for new coffee shops, old coffee shops, anyone looking to elevate their business to the next level. -Susannah Winters/ Hilton Head Coffee Roasters      For us looking back, I think we were at a point of growth that we needed to take the steps to grow, but we were wearing ourselves out and burnout was starting to set it.  I feel if we didn't reach out for help with Chris we would have greatly struggled. Both during the coaching and as a result of the coaching.  Working with KTTS consulting has been monumental for us as individuals and as a business.  We were able to get insight and confidence in areas that we felt like we were really struggling in. We took huge steps with hiring a manager and equipping them to help lead.  Chris' structure behind servant leadership really matched well with how we wanted to lead so it allowed a very cohesive development of our foundation for goals, foundations, requirements and leadership. I would HIGHLY recommend KTTS to anyone regardless if you are struggling for feeling as though you are on top of the world with your business. I feel that no matter where you are in your journey, there's always room for growth. I even believe a few years down the road and we are continuing to grow that we would do it again and learn to continue to keep growing in a healthy was as a business and staying healthy as entrepreneurs -Jessica Nguyễn Queen City and Co.     I made the decision to become a part of the Key Holder Coaching Group (KHCG) primarily to establish connections with other professionals who are actively engaged in the coffee business. I have found that through coaching I have been able to improve my productivity, streamlining my operations and have a healthier life/work balance. The most beneficial aspect of the KHCG has been getting the opportunity to explore topics from multiple perspectives. I have found that even If I am not in the "Hot Seat" I am gaining valuable information that is relative to my business in some way. KHCG has proven to be a safe space for me to be vulnerable, increase my self-worth and positively adjust my mindset to get the most out of the experience. As business owners, we are, without a doubt, our most valuable asset. Investing in ourselves, stepping outside of our patterns and opening up to fellow business professionals within our field will absolutely bring fresh perspectives to solve problems and reminders to celebrate wins. You do not have to do it all or do it all alone, KHCG will be a valuable ally on your journey to success. -Sunny Cover / Peekskill Coffee Roasting Company / The Peekskill Coffeehouse

The quality of your coffee is one of the main reasons people choose your cafe vs another. It is the baseline expectation customers have for a specialty coffee shop and today, in spite of our abundant resources and access to information and tools, we are still far from consistently meeting, let alone exceeding, those expectations.  On the show today we will cover 5 ways your cafe can make your coffee and your whole menu taste better. I do believe we have claimed victory too soon and have conflated procuring quality products with producing quality products. I hope this episode makes you think and begin to implement intentional systems and cultural norms around quality that actually delivers!    KEY HOLDER COACHING GROUPS! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS     KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes: SHIFT BREAK! How to Think About Quality SHIFT BREAK! The Difference Between Numbers and Quality Numbers in The Cafe 533: Principles of Quality Control   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

One of the coolest things about coffee is how it can be used as a catalyst for change. Today we are going to be talking with someone who has built one of the best examples of how a business with a vision can make real progress for inclusion.  We are talking with Lindsay Wredge, Co-founder of 321 Coffee in Raleigh, NC! 321 Coffee is a coffee shop and roaster built on inclusion. Based in Raleigh, NC, 321 currently employs over 50 adults with intellectual and developmental disabilities (IDD). They are the ones roasting the coffee, taking the orders, and making the lattes and in this and many other ways 321 is demonstrating the value of an inclusive business model. The name "321 Coffee" is representative of Down syndrome, which occurs when an individual has 3 copies of the 21st chromosome. The company was founded in 2017 by Lindsay Wrege and Michael Evans. The two met during their freshman year as Park Scholars at NC State University. They had the vision to build a company founded on inclusion. 321 Coffee started with a couple folding tables and a home coffee brewer set up anywhere that would welcome them. These events helped to develop a presence in the community. Raleigh rallied behind the mission and helped 321 grow beyond those folding tables. Today, 321 Coffee operates multiple coffee shops in the Raleigh area and is actively finding new opportunities to expand our impact. We roast our own coffee, offer a full-scale espresso menu, and partner with over 100 different companies to provide them with coffee. Together, we are building a company that stands for inclusion and doing business the right way. We discuss The origins of 321 Coffee The importance of inclusive employment and community impact Starting with a low-barrier mobile coffee shop Designing accessible operations and training for employees with disabilities Maintaining quality and integrity at scale while staying true to the mission Leadership qualities and character traits essential for growth Scaling operations from a small cart to multiple cafes and wholesale Strategies for recruiting, training, and retaining diverse talent The role of community and customer relationships in success Future outlook and advice for other coffee businesses interested in inclusion   Links: www.321coffee.com   KEY HOLDER COACHING GROUPS! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS     KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!

You may have the best advice and information, but then your delivery can often fall flat or even have the opposite effect. This is very common in the cafe leadership environment where things are busy and our emotions feed into how we speak. Today on Shift Break we will be talking about how to start paying attention to and adjusting the spirit behind the words you speak and how to make practical adjustments so what you say will be effective.    KEY HOLDER COACHING GROUPS APPLY TO THE 2026 KHCG COHORT! For cafe owners, the way you and your coffee shop grow is determined by how you are supported and nourished by community. The trouble is most owners are isolated, stressed, and are in desperate need of a type of community that is not just generally related to business but is made up entirely of other coffee shop owners who know exactly where you are coming from.  That is what Key Holder Coaching Groups are all about.  A small group of invested coffee shop owners who are dedicated to encouragement, accountability, insights, and helping each other grow.  Our groups are limited 6-7 experienced cafe owners and we meet 12 times over 6 months in our Zoom sessions where we focus on member led topics that are actually relevant to the real life of a cafe owner.  Each member received 2 hours of one-on-one coaching through this time and has access to our Circle community where they can keep the connection and conversation going between our calls.  I would love to talk with you about how this unique group can make a difference in your life.  Look below for a few testimonials of past members and click this link to apply for the Fall 2026 cohort!  APPLY TO THE 2026 KHCG COHORT!   Testimonials: My name is Susanna Winters and I am the owner and co -founder of Hilton Head Island Coffee Roasters. We're based out of Hilton Head, South Carolina. I've been part of Chris's key holder coaching group for I guess about five months now. And prior to that, I have participated in a few different business groups and business mentorship programs. And this coaching group has by far been the best and provided some of most value that we've received honestly in the two and a half years that we've been in business. And I think it's a combination of being paired with other business owners who are all at different places in their business. It really helps us take this big picture approach as well as get that really nitty gritty feedback, not only of what we need right now, but also what we might need a year from now. And the group that I was part of, it was honestly just so much fun and so much fun getting to know this group. Everyone provided so much value and they were honest and they were vulnerable and they were so transparent with their businesses and everyone really took that extra step to support each other, which is one of the reasons why I'm signing up to do it for another six months. But I absolutely recommend this coaching group. I think it's one the best things out there for new coffee shops, old coffee shops, anyone looking to elevate their business to the next level. -Susannah Winters/ Hilton Head Coffee Roasters      For us looking back, I think we were at a point of growth that we needed to take the steps to grow, but we were wearing ourselves out and burnout was starting to set it.  I feel if we didn't reach out for help with Chris we would have greatly struggled. Both during the coaching and as a result of the coaching.  Working with KTTS consulting has been monumental for us as individuals and as a business.  We were able to get insight and confidence in areas that we felt like we were really struggling in. We took huge steps with hiring a manager and equipping them to help lead.  Chris' structure behind servant leadership really matched well with how we wanted to lead so it allowed a very cohesive development of our foundation for goals, foundations, requirements and leadership. I would HIGHLY recommend KTTS to anyone regardless if you are struggling for feeling as though you are on top of the world with your business. I feel that no matter where you are in your journey, there's always room for growth. I even believe a few years down the road and we are continuing to grow that we would do it again and learn to continue to keep growing in a healthy was as a business and staying healthy as entrepreneurs -Jessica Nguyễn Queen City and Co.     I made the decision to become a part of the Key Holder Coaching Group (KHCG) primarily to establish connections with other professionals who are actively engaged in the coffee business. I have found that through coaching I have been able to improve my productivity, streamlining my operations and have a healthier life/work balance. The most beneficial aspect of the KHCG has been getting the opportunity to explore topics from multiple perspectives. I have found that even If I am not in the "Hot Seat" I am gaining valuable information that is relative to my business in some way. KHCG has proven to be a safe space for me to be vulnerable, increase my self-worth and positively adjust my mindset to get the most out of the experience. As business owners, we are, without a doubt, our most valuable asset. Investing in ourselves, stepping outside of our patterns and opening up to fellow business professionals within our field will absolutely bring fresh perspectives to solve problems and reminders to celebrate wins. You do not have to do it all or do it all alone, KHCG will be a valuable ally on your journey to success. -Sunny Cover / Peekskill Coffee Roasting Company / The Peekskill Coffeehouse

Today we have an impossibly vast range of resources and content about anything you need to learn or know about coffee and coffee shops. What a time to be alive! The issue that comes with these accessible and abundant resources is the issue of learning but never applying or growing. We have become people who seek information as the end in itself, not the means to an end On this episode I am going to give you some perspective on why we tend to collect content but very rarely apply it, and talk about a framework for approaching the overwhelming amount of advice and instruction so you are more disciplined and get to actually see the benefit that content tends to promise, but only application can deliver.    KEY HOLDER COACHING GROUPS! Are you a coffee shop owner looking to join a community of other owners to help bring perspective, insight, encouragement, and accountability in a well curated setting?  Then you need to apply to join Key holder Coaching Groups!  Applications are now open for Spring 2026 Cohort: Click below to learn more:  APPLY TO KEY HOLDER COACHING GROUPS   KEYS TO THE SHOP CONSULTING HELPS YOU MAKE YOU CAFE BETTER! Book a free call now:  https://calendly.com/chrisdeferio/30min    Related episodes:   SPONSORS! "Your Brand Cafe" for all your Cups, Sleeves printing and much more!    The worlds best plant based beverages! The Barista Series!