The Coffee Experts Club Podcast

SUMMARY:  In this episode, Ben and Drew discuss the simple systems that help coffee shops stay consistent as they grow. From checklists and aesthetic walk-throughs to customer feedback, they explain how small tools prevent details from slipping and protect the customer experience when owners can't be in every shop every day. They also share how clear SOPs and manager tools empower teams to run stores with confidence and consistency. The key takeaway: building structure early makes growth easier, reduces stress, and creates a better experience for both customers and staff as your coffee business scales.   Minute but Minute:  00:00 Introduction 02:09 Tools for Managing Coffee Shops 04:07 The Importance of Cleanliness 06:44 Aesthetic Teams and Customer Experience 09:59 Engaging Customers for Feedback 11:18 Creating Checklists and SOPs 17:16 The Magic Binder and Transparency in Management 21:32 Conclusion and Teaser for Part Two

SUMMARY:  In this episode of Coffee Experts Club, Aaron Hovivian and Ben Clatterbuck break down how coffee shop owners should think about drink pricing and profitability beyond simply covering costs. Drawing from Ben's experience scaling a multi-location coffee brand, they explain why knowing your numbers, setting a clear profit benchmark, and pricing with intention are critical to running a sustainable business. The conversation covers practical strategies like using a 3x cost-of-goods baseline, leveraging loss leaders, managing high-margin items, and handling add-ons like alternative milks. They also discuss how to raise prices gradually, account for rising costs, and avoid customer sticker shock, giving operators a clear, realistic approach to protecting margins without hurting demand.   Minute by Minute:  00:00 Introduction to Coffee Business Dynamics 03:07 Understanding Profitability in Coffee Shops 06:01 Pricing Strategies and Market Competition 08:55 The Role of Loss Leaders in Attracting Customers 11:48 Managing Alternative Milk Costs 14:42 Incremental Price Increases and Consumer Perception 17:27 Navigating Rising Costs and Market Trends

SUMMARY: In this episode of Coffee Experts Club, Aaron Hovivian, Ben Clatterbuck, and Drew Moody break down one of the toughest realities coffee shop owners face: rising costs and the need to raise prices without losing customers. They discuss how minimum wage increases, higher labor costs, and rising commodities impact margins—and why avoiding price adjustments only leads to bigger, more painful increases later. The conversation focuses on practical strategies to stay profitable while remaining competitive, including understanding true drink costs, making incremental price changes, and actively monitoring local competitors' pricing. The takeaway is clear: price increases are unavoidable, but when handled thoughtfully and backed by data, they can protect margins, maintain customer trust, and even create opportunities to compete more strategically in your market.   Minute by Minute:  00:00 Beard Banter and New Beginnings 02:28 Navigating Price Increases in Coffee Shops 09:07 Strategies for Adjusting Menu Prices 13:46 Competitive Pricing and Market Research

SUMMARY: In this episode of Coffee Experts Club, the team breaks down how coffee shops can protect market share in increasingly competitive markets by leaning into one powerful differentiator: generosity. Using real-world examples, they discuss holiday "deal days," food drives, gift card promotions, exclusive merch, and community-focused giveaways as proven ways to drive traffic, deepen loyalty, and stay top of mind during slower months. The conversation highlights why local shops can win where big chains can't, by being personal, flexible, and genuinely invested in their communities. The episode also emphasizes that generosity starts internally. Baristas are positioned as the first customers and strongest brand ambassadors, making employee bonuses, tip-focused promotions, and even tip-matching days critical to long-term success. By creating a culture where staff and customers both feel valued and involved, coffee shops can turn the holidays into a launchpad for stronger January sales, better retention, and a true "third place" experience that customers want to belong to,not just buy from.   Minute by Minute: 00:00 Welcome Back 01:08 Navigating Competition in the Coffee Market 03:01 The Importance of Generosity in Business 05:56 Creating Memorable Deal Days 08:53 Engaging Customers Through Community and Generosity 11:36 Innovative Ideas for Barista Appreciation 14:37 Setting Yourself Apart in the Coffee Industry 17:30 Final Thoughts on Generosity and Community Engagement

SUMMARY: Aaron Hovivian and Drew Moody reflect on the emotional and operational reality of relocating their original coffee shop in San Ignacio, Belize. They share the nostalgia tied to a first location, the nerves that come with change, and the reminder that pregame jitters never disappear—no matter how experienced you are. Moving the business, even just across the street, brings both excitement and uncertainty, and that tension is part of what makes entrepreneurship meaningful. The conversation also explores the deeper lessons behind setbacks, failed ventures, and hard-earned growth. Aaron and Drew emphasize that resilience, storytelling, community involvement, and trusted partnerships are critical when navigating change. The episode reinforces a simple truth: progress requires discomfort, but the reward is building something that's truly yours and worth standing behind.   Minute by Minute:  00:00 Welcome and Celebrations 01:19 The Heartbreak of Relocation 03:30 Nostalgia and Memories of the First Location 06:28 Facing the Unknown: Opening New Locations 09:34 The Journey of Entrepreneurship 12:46 Lessons from Pain and Loss 15:22 The Excitement of New Beginnings 17:29 Crafting Your Story for the Community 19:48 Preparing for the Move 21:58 Building Relationships with Vendors

SUMMARY: This episode centers on how independent coffee shop owners can stay agile, challenge old habits, and make strategic decisions that drive long-term growth. Aaron, Ben, and Drew open with real stories from operating in Belize—power outages, broken AC, and the realities of running shops in a tropical environment. Those challenges set the stage for a deeper discussion on why small coffee companies have a unique advantage: the ability to pivot quickly. The team talks through examples ranging from shifting to energy drink soda guns to save tens of thousands, to rethinking when repairs stop being smart and a full equipment replacement becomes the better move. They highlight how many owners stay stuck in "single-shop thinking," even when they've grown to multiple locations, and how that mindset can block opportunities and cost savings.   Minute by Minute:  00:00 Welcome Back to Belize 02:13 Strategic Decision-Making in Coffee 06:11 Innovative Solutions and Cost Savings 10:12 Challenging the Norms in Business 14:10 The Importance of Agility and Adaptation 18:09 Embracing Change and New Ideas

SUMMARY: This episode digs into the reality of running coffee shops remotely, using the team's experience managing two locations in Belize while based in the U.S. as the backdrop. The conversation highlights the friction points that surface when staffing drops unexpectedly, systems break down, or partners can't travel due to things like passport delays. Instead of slipping into crisis mode or jumping behind the bar themselves, Aaron, Drew, and Ben break down how they leaned on strong hiring, clear delegation, and well-built systems to stabilize operations from a distance. Their core message: the owner's job is not to be the back-up barista—it's to ensure the business can function without them on-site. They also explore how remote management forces you to rethink structure. With one store understaffed and the other strong, they restructured responsibilities so one manager handled all people operations while another handled systems, allowing each to play to their strengths. They also shifted staff between locations, leaned on their U.S. team for hiring support, and stayed agile instead of clinging to rigid org charts. The episode underscores that sustainable growth depends on building leaders, distributing workload intelligently, and trusting the team to execute—even when you're eight hours away.     Minute by Minute: 00:00 Introduction and Team Dynamics 01:44 Managing Remote Operations in Belize 06:19 Delegation and Team Empowerment 11:37 Agility in Management and Team Structure 16:56 Conclusion and Call to Action

SUMMARY: This episode explains how to use the holiday season to strengthen culture and support your team. Let staff choose holiday shifts so the people who want extra hours get them. Create simple community-driven traditions like customer ornaments, notes for baristas, or a "Tip Your Barista Day." Take care of employees who may struggle during the holidays and keep shifts light, fun, and appreciated. For holiday parties, keep it meaningful—short, intentional, no alcohol, and share a clear, simple company update so everyone knows the direction heading into the new year.   Minute by Minute: 00:00 Holiday Season Insights 06:00 Creating a Positive Work Culture 12:01 Empowering Employees During the Holidays 18:05 Building Community and Connection

SUMMARY:  This conversation breaks down what operators should expect as temperatures drop and holiday traffic ramps up. It covers seasonal shifts in drink trends, rising milk costs, and why teams need refreshers on steaming technique after months of iced-drink dominance. The discussion highlights practical ways to elevate drink quality, from latte art competitions to intentional training that sharpens skills and boosts customer experience. It also explores the revenue side of the season—limited-run merch, strategic gift card promos, and holiday bundles that drive high-margin sales while strengthening customer loyalty. Staffing strategy, Black Friday expectations, and habit-preservation for January are emphasized to ensure shops stay profitable and momentum doesn't collapse in the post-holiday slump. The takeaway is simple: anticipate the seasonal switch, tighten operations, and use the holidays as a force multiplier for culture, revenue, and customer engagement.   Minute by Minute: 00:00 Introduction and Holiday Season Overview 02:20 Adapting to Seasonal Changes in Coffee Sales 05:40 Enhancing Barista Skills for Hot Drink Season 08:55 Maximizing Hard Goods Sales During the Holidays 12:44 Utilizing Gift Cards to Maintain Customer Habits 16:42 Staffing Strategies for Holiday Success 19:33 Conclusion and Future Topics

SUMMARY: In this episode, Aaron Hovivian, Ben Clatterbuck, and Drew M engage in a conversation with Travis Woodrum, the owner of Oregon Mountain Coffee. They discuss Travis's journey into the coffee industry, his vision for the business, the challenges he faces, and his plans for expansion. The conversation highlights the importance of quality ingredients, customer experience, and the unique challenges of running a coffee shop. Travis shares insights into his approach to business and the community's response to his efforts to revitalize the coffee shop.   Minute by Minute: 00:00 Introduction to Oregon Mountain Coffee 02:11 Travis Woodrum's Journey into Coffee 04:27 Innovations and Changes at Oregon Mountain Coffee 07:51 Vision and Operations in the Coffee Business 10:17 Quality Control and Efficiency in Coffee Production 12:51 Expansion Plans and Future Growth 16:19 Challenges Faced in the Coffee Industry 19:41 Reflections on the Coffee Journey

SUMMARY: In this episode of the Coffee Experts Club, the team reflects on the power of annual planning—looking back at goals, lessons, and key decisions from their Belize operations. They discuss how stepping away from daily noise creates space for honest evaluation, strategic clarity, and stronger collaboration. From challenging expansion plans to rethinking logistics and training incentives, the conversation highlights how proximity, transparency, and open dialogue drive smarter, more sustainable growth.   Minute by Minute: 00:00 Navigating Annual Planning: A Collective Journey 07:02 Challenging Decisions: The Power of Collaboration 14:04 Innovative Solutions: Rethinking Business Strategies 21:19 Looking Ahead: Sustainable Growth and Future Planning   Visit us at thecollabteam.com   Or Join our Coffee Experts Academy!

SUMMARY: Welcome to the very first episode of Ground Level, a new series from The Coffee Experts Club Podcast that digs deep into the real, practical side of running a drive-through coffee business. In this kickoff episode, Ben and Drew take you behind the bar to talk about one of the most common struggles for new shop owners — training new employees. From onboarding and flow tests to memorizing recipes and mastering customer service, they share what really works (and what doesn't) when you're building a team from the ground up. Learn the differences between training in the U.S. and abroad, how to spot early red flags in new hires, and why training should never stop at two weeks. If you're opening your first shop or scaling to multiple locations, this episode gives you a grounded, step-by-step look at how to create confident, consistent baristas who truly represent your brand.   Minute by Minute: 01:21 – Welcome to Ground Level 02:00 – Why Training New Employees Is So Critical 03:17 – How Roasters Structured Their Training Program 05:30 – Adapting Training for Belize's Coffee Culture 07:39 – Flashcards, Recipes, and Real Customer Service Skills 09:21 – Stretching Out Training for Better Results 11:26 – Flow Tests and Why They Matter 13:38 – Consistency, Quality, and the Quarterly Review 15:00 – Training Is Ongoing: The Six-Month Check-In 18:10 – Hiring Smarter and Knowing When to Cut Loose 20:52 – Final Thoughts and Coffee Experts Academy Plug

SUMMARY: In this episode, Aaron and Ben dive into the art and strategy of annual planning for coffee entrepreneurs. As Q4 begins, they reveal why waiting until January to plan is a costly mistake—and how top-performing coffee businesses get ahead by setting their goals now. From simple two-hour planning sessions to full team retreats, the duo breaks down exactly how to design your annual planning process, align your leadership team, and inspire growth that lasts into the new year. Learn how to balance vision and execution, empower your staff with ownership, and finish the year strong with a clear roadmap for success. Whether you run a single coffee stand or multiple locations, this episode gives you a practical framework for setting goals, creating buy-in, and building momentum before the new year even begins.   Minute by Minute: 00:00 – Introduction 03:00 – The Power of Annual Planning Before the New Year 05:00 – Wrapping Up the Year and Setting Up the Next 06:20 – Overcoming the Fear of Planning Too Early 07:30 – Start Small: How to Begin Annual Planning With Limited Staff 09:00 – Building Leadership and Vision in Small Teams 14:50 – Inside a One-Day Annual Planning Retreat 17:00 – Vision, Collaboration, and the Entrepreneur's Operating System 19:00 – Creating a Culture of Honest Feedback and Buy-In 23:40 – Planning for Growth: Empowering Teams and Leading with Vision

SUMMARY: In this episode, Aaron, Ben, and Drew dive into one of the biggest challenges in coffee business growth—how to find your next great manager. Should you promote from within or look outside your company? The hosts unpack the pros and cons of both paths, from cultivating leadership internally to recruiting skilled candidates externally. Learn how delegation, company culture, and your own leadership style impact management success. Whether you're launching your first drive-thru or scaling a multi-location coffee brand, this episode offers actionable insights and tools—like the "Delegate and Elevate" method—to help you grow sustainable leadership in your team.   Minute by Minute: 00:00 Introduction 02:51 The Big Question: Where Do You Find Your Next Manager? 03:09 Two Paths: Hiring Externally vs. Promoting Internally 05:10 Culture vs. Skillset: What Kind of Leader Do You Need? 06:00 Are You Ready to Let Go? The Owner's Honest Check-In 08:04 Using the "Delegate and Elevate" Tool to Hand Things Off 11:08 Drew's Process: Testing and Growing New Leaders 13:10 Building a Culture of Development from Day One 15:00 Franchises, Frameworks, and the External Hiring Route 17:38 Wrapping Up: Defining Your Leadership and Growth Path

SUMMARY: In this episode, Aaron, Drew, and Ben dive deep into the role of communication in building and sustaining a successful coffee business. From managing vendors in Belize through WhatsApp to setting clear standards, payment cadences, and accountability practices, the team shares real-world lessons on creating systems that scale. They discuss vendor relationships, the power of storytelling when framing your brand, and how strong communication both internally and externally forms the foundation for growth. Whether you're opening your first coffee shop or managing multiple locations, this episode offers practical strategies for building trust, efficiency, and long-term partnerships.   Minute by Minute: 00:00 Introduction 02:16 Why communication is central to business success 03:14 Challenges of vendor accountability in Belize 05:32 Mistakes and miscommunications with vendors in the U.S. 07:20 Setting standards and expectations for vendors 10:35 Leveraging buying power as you expand locations 13:00 The importance of telling your story to vendors 16:00 Building systems that strengthen your business foundation 17:10 Vendor relationships built on trust and long-term communication 19:00 Internal accountability, checklists, and chore systems

SUMMARY: In this episode of the Coffee Experts Club, hosts Aaron, Ben, and Drew dive into the critical topic of accountability in coffee shop management. They discuss practical systems to ensure your team stays on track, from simple checklists to tech-driven solutions. Learn how to avoid the vicious cycle of frustration, empower your staff, and create a culture of responsibility that benefits both your business and your employees. Whether you're managing young baristas or scaling multiple locations, this episode offers actionable insights to keep your coffee shop running smoothly. Tune in for tips on communication cadences, team meetings, and leveraging technology to maintain accountability.     Minute by Minute:   00:00 - Introduction 02:32 - The Accountability Challenge in Coffee Shops  03:19 - Why Young Employees Need Structure  04:16 - Building Discipline Through Systems  04:45 - Accountability for Owners and Managers  05:21 - Simple Accountability Tools: Paper to Tech  07:11 - The Ripple Effects of Accountability Failures  08:25 - The Power of Consistent Team Meetings  11:23 - Organizing Communication Channels  17:59 - Scaling Accountability with Technology

SUMMARY: In this episode, Aaron, Ben, and Drew dive into one of the hottest topics in the coffee industry—expansion. From the challenges of opening multiple locations to the pros and cons of acquiring existing shops, the team unpacks what it really takes to grow smart without overextending. Drawing from their experiences in Belize, the Tri-Cities, and beyond, they share insights on market saturation, supply chains, marketing strategies, and community collaboration. Whether you're running your first stand or managing a multi-location empire, this conversation will help you think critically about when and how to expand.   Minute by Minute: 00:00 Welcome to Coffee Experts Club 02:00 Weather, Boots, and Belize Beginnings 03:00 The Story of Roasters Coffee and Acquisition Lessons 04:40 Local vs. New Market Expansion 06:30 Build vs. Buy: The Acquisition Debate 09:00 Focusing on Current Locations Before Expanding 11:20 Risks of Poor Location Choices 13:00 Expansion Through Marketing and Community Outreach 18:00 Systems, Supply Chains, and Scaling Smart 20:30 Researching Competitors and Final Thoughts

SUMMARY: In this episode, Aaron, Ben, and Drew tackle a question that often gets overlooked: what happens when your coffee shop is actually successful? While most conversations focus on cutting costs and surviving the grind, this one explores the challenges—and opportunities—that come with growth and profitability. The team unpacks how to reinvest wisely, avoid complacency, strengthen culture, and prepare for long-term sustainability. Drawing from personal experience and client success stories, they share insights on scaling, building community, and making smart financial and cultural investments when money is finally rolling in.   Minute by Minute: 00:00 – Introduction 02:00 – The Challenges of Growth and Extra Revenue 05:55 – Avoiding Complacency and Staying Smart with Money 08:42 – Seasons of Business: Where to Reinvest 11:00 – Scaling Without Becoming a Flash-in-the-Pan Brand 14:03 – The Power of Culture and Community 19:00 – Strategic Investments: Capital, Marketing, and Infrastructure 21:00 – Client Case Study: The Secret to Sustained Success 24:38 – Leveraging Experience to Shorten the Learning Curve  

SUMMARY: In this episode, Aaron, Ben, and Drew dive into the realities of navigating change in business. From unexpected lawsuits, contractor failures, and regulatory hurdles to brand identity challenges and cultural crises, they share hard-earned lessons on handling pivots without losing momentum. The hosts discuss the importance of emotional resilience, documenting solutions, aligning with your mission, and leaning on trusted advisors. Whether you're running a single coffee shop or scaling to multiple locations, this conversation will equip you with the strategies and mindset needed to stay agile when change inevitably comes.   Minute by Minute: 00:00 – Introduction 02:10 – Bookshelf Strategies: Preparing for the Unexpected 05:20 – Scaling Challenges: Crossing the 50-Employee Threshold 08:20 – Encouraging Independent Problem-Solving 10:20 – Lessons Learned from Failure and Resilience 13:40 – Documenting "Bookshelf" Solutions for Future Use 15:30 – Navigating Social Issues and Brand Identity 17:20 – Mission Statements as a Decision Filter 18:40 – The Importance of Trusted Advisors 19:30 – Staying Agile and Serving Customers Well

SUMMARY: In this episode, Aaron, Drew, and Ben tackle one of the hardest but most crucial aspects of leadership—demotion. While elevating and empowering team members is exciting, what happens when someone isn't a fit for their role? The hosts discuss how to approach tough conversations with clarity and empathy, the importance of setting clear expectations, documenting performance, and knowing when it's time to step in. They share real-world experiences from their own shops, the balance between emotion and policy, and how demotion can sometimes be the best outcome for both the business and the individual. Whether you're leading a single café or multiple locations, this conversation will help you build healthier teams and stronger culture by handling difficult situations with honesty and respect.   Minute by Minute: 00:00 — Introduction 02:22 — The Reality of Demotion 04:12 — First Steps: Clear Rules and Hard Conversations 08:00 — Making Demotion a Conversation, Not a Conflict 12:10 — Letting People Go with Dignity 13:04 — Setting Expectations from Day One 14:31 — Demotion Scenarios in Coffee Shops 18:01 — Pathways for Redevelopment and Future Promotion 20:00 — Caring for the Person and the Business 22:00 — Finding Better Fits Within the Company 24:40 — Leading with Honesty and Respect