We’re excited to introduce you to the always interesting and insightful Kristin Chau. We hope you’ll enjoy our conversation with Kristin below.

Kristin , looking forward to hearing all of your stories today. Can you talk to us about your team building process? How did you recruit and train your team and knowing what you know now would you have done anything differently?

When I initially embarked on the journey of establishing The Source Coffee Roastery + Taproom, it was a family endeavor. My husband Linn, sister Haley, and parents (Joe and Lisa), wore many hats, from roasting beans to brewing coffee to interacting with customers. The early days were filled with excitement and challenges as we worked tirelessly to bring my vision to life.

As the business grew, the need for a dedicated team became evident. I sought out individuals who shared the same passion for coffee and community that I did. Word-of-mouth played a significant role in finding our initial team members—friends of friends and coffee enthusiasts who resonated with our values and approach.

During the interview process, I not only assessed candidates’ technical skills but also delved into their personal and professional aspirations. I wanted to ensure that their goals aligned with our philosophy of continuous growth. We discussed their passions, their vision for themselves, and how they saw themselves contributing to our vision of treating customers like family but also never losing focus of each employees future goals for their personal lives. Not everyone has a long term goal of being a barista and that was okay. I’ve always been a huge supporter and believer in building up staff to one day walk out the door to confidently walk into their next endeavor.

Our approach to training was distinctive. It wasn’t just about teaching the mechanics of coffee-making; it was about instilling the art of conversation and connection. We introduced role-playing scenarios where trainees had to engage in genuine conversations with fellow trainees, fostering an atmosphere of openness and warmth right from the start. At the end of the day, customers can easily forget about a beverage but a positive experience is something that stays with you.

Looking back, I would still prioritize hiring individuals who embody our values and commitment to growth. However, I might place even more emphasis on creating mentorship programs within the team, allowing newer members to learn from those who have already thrived in our environment. This would further nurture our culture of continuous development and customer-centric engagement.

Early in my journey, I had a pivotal encounter with a coffee shop where the barista’s friendly conversation turned a routine coffee run into a memorable experience. This interaction underscored the importance of genuine connections. It solidified my belief that coffee isn’t just a beverage; it’s a conduit for conversations and connections that enrich lives.

Certainly. We had a regular customer who was going through a difficult time. Our team members, who knew them well, created a ‘coffee care package’ filled with their favorite brew, personalized notes of encouragement, and even a small potted plant. This gesture touched the customer deeply and solidified the sense of family we strive to foster.

The interplay between these two aspects is pivotal to our success. When employees are genuinely invested in their growth, they bring their best selves to every interaction. This translates into authentic, heartfelt conversations that customers value. As a result, our patrons become loyal, cherished members of our community, ensuring the sustained prosperity of our establishment.

Looking ahead, we envision The Source Coffee Roastery + Taproom evolving into a hub of not only exceptional coffee but also continuous learning and connection. Our team members will continue to flourish, taking on leadership roles and contributing their unique talents. Meanwhile, our customers will always find a welcoming space where they can engage in meaningful conversations while savoring exceptional coffee crafted with care and passion.

Kristin , love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

My journey has been a unique blend of personal passion and professional dedication. While my academic background began with a major in Biology at UNL, my path took an unexpected turn when I pursued an accelerated nursing program at USF. Little did I know that this decision would intertwine with a profound personal tragedy that would eventually shape my professional endeavors.

During this time, an opportunity emerged that would change the trajectory of my life – the chance to run a coffee shop named Black Sheep Coffee. This coffee shop was particularly special because my parents had quietly acquired it with the intention of offering my cousin a sense of purpose and stability. Tragically, my cousin’s life was cut short due to bipolar disorder, and it was his memory that I wished to honor by keeping the coffee shop alive.

This decision marked the inception of a heartfelt endeavor that has evolved over the years into something truly meaningful and impactful. What began as a humble coffee shop has transformed into a haven for community, creativity, and connection. At The Source, we do more than serve exceptional coffee; we curate an environment where people from all walks of life can gather, share their stories, and find inspiration.

Our offerings go beyond the usual coffee shop fare. We provide a space for local artists to showcase their creations, for musicians to perform, and for workshops to take place. It’s not just a place to enjoy a cup of coffee; it’s a place where minds meet, ideas flourish, and spirits are uplifted. This holistic approach is what sets us apart from others. We’re not just about products; we’re about experiences.

One of the things I am immensely proud of is the community we’ve cultivated. The Source isn’t just a business; it’s a family. The relationships that have blossomed within these walls are a testament to the power of human connection. Seeing people come together, finding solace in our space, and leaving with a smile is what fuels our passion every day.

As we move forward, I want potential wholesalers, followers, and fans to know that The Source is a haven for anyone seeking inspiration, connection, and a sense of belonging. Our commitment to creating a positive impact on individuals’ lives and on the community as a whole remains unwavering. We are a beacon of light, a tribute to my cousin’s memory, and a testament to the potential of turning personal tragedy into a force for good.

We’re excited to continue spreading positivity and being a source of inspiration for everyone who walks through our doors.

What’s been the most effective strategy for growing your clientele?

CONSISTENCY: Consistency is key in the coffee industry. Maintain consistent quality in your coffee, customer service, and overall experience. Ensure that your customers receive the same high-quality products and service every time they visit. :
PROFESSIONALISM: Professionalism builds trust and credibility. Train your staff to provide excellent customer service, dress appropriately, and maintain a clean and organized environment. This will create a positive impression on customers.

AUTHENTICITY: Being authentic sets you apart from competitors. Share your coffee’s origin stories, sourcing methods, and brewing techniques with your customers. People appreciate transparency and authenticity, which can create a stronger bond between your brand and your customers.

COMMUNITY ENGAGEMENT: Engage with your local community by hosting events, workshops, or themed nights. Collaborate with local artists, musicians, or organizations to create a sense of belonging and community around your coffee shop.

RELIABILITY: Ensure that you are always reliable in terms of opening hours, availability of products, and fulfilling customer expectations. Reliability breeds trust, and customers are more likely to return if they know they can rely on your business.

AVAILABILITY: Being open 7 days a week increases accessibility for your customers. This is especially important for the coffee industry, where people often seek a daily caffeine fix. It also allows you to cater to different schedules and capture more potential customers.

ENGAGING CONVERSATIONS: Take the time to engage in genuine conversations with your customers. Ask about their preferences, discuss their day, and make them feel valued. Building a personal connection can turn customers into regulars.
Getting to know your customers’ stories and preferences can help you tailor your offerings to their needs. Remembering a customer’s usual order or asking about their recent experiences can make them feel special.

LOVE + APPRECIATION: Show your customers that you value them by expressing gratitude for their loyalty. Offer special discounts, loyalty programs, or occasional freebies as tokens of appreciation. A little gesture can go a long way in building customer loyalty.

Remember, building a strong clientele takes time and effort. Consistently applying these strategies will not only help you attract new customers but also retain them over the long term. As you continue to focus on providing exceptional coffee and a memorable experience, word-of-mouth referrals and positive reviews will also contribute to the growth of your clientele.

How did you build your audience on social media?

Building a strong social media presence for a local coffee shop involves a combination of strategies that showcase love, authenticity, consistency, and engagement.

1. Starting with Love and Authenticity:
The journey begins with a genuine passion for coffee and a deep love for the community. Share your personal stories, the inspiration behind opening the shop, and your commitment to delivering a great coffee experience. This creates a relatable and authentic connection with the audience, making them feel like they’re part of something special.

2. Define and Follow Your Aesthetic:
To stand out on social media, it’s important to have a consistent visual theme that reflects the businesses personality. Let’s say the coffee shop has a cozy, modern, minimalist atmosphere. Then you would ensure that the Instagram feed and other social media posts feature warm / earthy tones, capturing the essence of the physical space. This helps in creating a recognizable and cohesive brand identity.

3. Engaging with Followers:
Engagement is key to building a community around your business. Responding to comments, direct messages, and mentions shows that you value your customers’ input and are willing to interact with them. You can also run interactive campaigns like “Caption This” contests or “Guess the New Flavor” polls to encourage followers to participate.

4. Be Consistent:
Consistency is vital in maintaining an active social media presence. Set a posting schedule that aligns with your audience’s online habits. This could involve posting daily specials, behind-the-scenes glimpses, customer testimonials, or even showcasing the employees and their favorite drink recipes or dishes. Staying consistent in posting helps keep the audience engaged and informed.

5. Leveraging User-Generated Content:
Encourage customers to share their own experiences from your business by using a specific hashtag. This allows you to collect user-generated content, which can then be shared on their own social media profiles. Sharing customer photos and stories not only promotes your business but also makes customers feel valued and a part of your businsss’s journey.

6. Showcasing Community Involvement:
Being a local business, you can actively participate in community events and causes. Documenting your involvement and sharing it on social media demonstrates your commitment to the community and aligns with the idea of showing up with love. This can range from supporting local charities to hosting tastings or open mic nights for local talent.

7. Using Stories and Live Videos:
Utilize features like Instagram Stories and Facebook Live to give followers a real-time glimpse into daily operations, new arrivals, or even a day in the life of your staff. These tools help create a sense of urgency and authenticity, allowing followers to feel like they’re getting a sneak peek into your business’ inner workings.

8. Collaborations and Influencer Partnerships:
Collaborating with local influencers or bloggers can extend your reach to new potential customers but also adds an element of credibility. Choose individuals who align with your brand values and aesthetics. This not only introduces your business to new potential customers but also adds an element of credibility.

Building a social media presence takes time and dedication. By infusing your content with love, authenticity, and consistent engagement, you can create a vibrant online community that mirrors the warm and inviting atmosphere of your business. Remember, it’s about fostering connections and providing value to your audience while staying true to your brand identity.

Contact Info:

• Website: www.thesourcesf.com
• Instagram: thesourcesf
• Facebook: thesourcesf
• Linkedin: The Source Coffee Roastery + Taproom
• Twitter: thesourcesf
• Yelp: The Source Coffee Roastery + Taproom

Image Credits
Photographer / Marketing Manager is Ashley Statema (Business is Shoreworthy)