574: Founder Friday! w/ Mackenzie Cohen of Kittitas Cafe in Kittitas, WA!

574: Founder Friday! w/ Mackenzie Cohen of Kittitas Cafe in Kittitas, WA!

Author: Chris Deferio November 28, 2025 Duration: 51:07

If you want to run a great coffee shop, loving people is one of the most important things to have at the foundation of all you do. It is also sometimes the hardest and requires intentional pursuits of a visions and a tenacity that always seeks out ways to improve communication, service, hospitality, and quality to make sure both staff and customers consistently feel the love. 

I am happy that we get to chat with someone whose cafe and pursuit of what coffee service and community can look like has been making an big impact in a small eastern Washington town.

Today we will be talking with the founder of Kittitas Cafe, Mackenzie Cohen! 

After working in the food and beverage industry in the U.S. and in Australia for over a decade, Mackenzie found her love for coffee, food, and people was so overwhelming she needed to make it her career!

The Kittitas Cafe's unofficial motto is, "love on people so much, they can't help but love us back." So far, it's worked pretty well for them!

Kittitas Cafe has formed an incredibly loving community, introduced people to coffee and food they otherwise may never have tried, and has provided careers for people that offer growth and fulfillment. 


Some things we will cover:

  • Inspiration Behind Opening the Cafe
  • Influences of Coffee Culture
  • What is "The Athleticism of Service"
  • What it Looks Like to Love People Well
  • The importance of Creating a Supportive Team Environment
  • Viewing Management as a continuous learning process
  • Challenges, proud moments, and Building Relationships with Customers
  • How Balance Staff and Customer Needs
  • Menu Evolution From Staff Conversation and Feedback
  • Gratitude as a Lifeline to Staff

 

Links:

  

Click below to register for our new webinar! 

"The Keys to the Shop: Principles for Cafe Success"

 

 

KEYS TO THE SHOP ALSO OFFERS 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 

chris@keystothshop.com

or book a free call now: 

https://calendly.com/chrisdeferio/30min 


SPONSORS

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The world loves plant based beverages and baristas love the Barista Series! 

www.pacificfoodservice.com

 

 


Running a coffee shop is about so much more than pulling great shots. It's a complex dance of craft, culture, and commerce that demands a unique kind of leadership. That's the space where Keys To The Shop : Equipping Coffee Shop Leaders lives. Hosted by Chris Deferio, this podcast digs into the real, often unspoken challenges faced by owners, managers, and aspiring leaders in the specialty coffee world. Each conversation moves beyond abstract theory to deliver concrete, usable strategies you can apply directly to your operation. You'll hear from a diverse range of voices, including seasoned coffee professionals and insightful experts from other fields, all focused on the practicalities of building a thriving business. Episodes tackle the full spectrum of running a shop, from daily systems and financial health to fostering a positive team environment and developing your own skills as a leader. The aim is to provide a genuine resource for growth, whether you're looking to refine your barista program, improve your shop's profitability, or scale your vision thoughtfully. Tune in for honest discussions that equip you with more than just inspiration-they offer the tangible keys to building a better, more sustainable coffee business. This podcast understands that your passion is for coffee, but your success depends on mastering the craft of leadership.
Author: Language: English Episodes: 100

Keys To The Shop : Equipping Coffee Shop Leaders
Podcast Episodes
SHIFT BREAK: Perspectives To Help Your Productivity [not-audio_url] [/not-audio_url]

Duration: 11:24
The hustle of business creates a fear culture where operators worry about their productivity at a near constant rate. We scratch our heads over how to prevent burn-out and talk about work life balance, but what about hav…
SHIFT BREAK! How To Keep Your Customers Excited [not-audio_url] [/not-audio_url]

Duration: 13:41
We talk a lot about engaging our customers and spend time, money, and effort to try to capture their attention in a crowded market. With so many things competing for their attention, what can a coffee shop do to keep the…
598: When To Quit [not-audio_url] [/not-audio_url]

Duration: 33:57
Quitting a job is a normal part of any career. Problem is that sometimes we don't know when to quit and hang on too long to ours and even the cafe's detriment. When should you as a staff member quit? What does positive q…
SHIFT BREAK! Don't Waste Your Presence [not-audio_url] [/not-audio_url]

Duration: 11:04
Leaders have authority to make decisions, guide, delegate, affirm, coach, and grow the business and those they serve. The presence of a leader is only a benefit when that leader sees their authority as a tool for serving…
SHIFT BREAK: Making Leadership A Real Process [not-audio_url] [/not-audio_url]

Duration: 12:24
Leadership and management are things we talk a lot about, but what does it take to actually make them a real process in the cafe? Most of what is in a job description is either unreasonable and poorly though through, or…
596: 7 Reasons Why You Have High Turnover [not-audio_url] [/not-audio_url]

Duration: 39:39
Employee turnover in specialty coffee shops is the most talked about and difficult issue deal with, it has been for a long time. There are many causes for high turnover and sadly owners and managers frequently try to low…
SHIFT BREAK! Fixing My Face: Why Optics Matter in the Shop [not-audio_url] [/not-audio_url]

Duration: 12:42
I can hold an average weight business card in the furrow of my brow. Kinda proud of that. However in my career my natural resting face has inspired a lot of "interesting" assumptions. Now, to some degree, there is a limi…