An unexpected meeting with an old friend and former colleague stirred up memories from our time working as baristas at a bustling Midtown Manhattan restaurant, just before the pandemic hit. One Sunday brunch in particular stands out—a morning when everything walked on the edge.
The basement and first floor were packed with large parties and endless walk-ins. The system was stretched thin. First, two servers called out. Then, the dishwasher for glassware and cups broke down. Panic began to ripple through the staff.
That was the moment we needed leadership. But instead of stepping in to stabilize the chaos, our young manager made a move that followed the book—but ignored the logic. She instructed two floor staff to distribute the newly printed cocktail menus. Technically, it made sense: brunch means cocktails, and cocktails mean higher sales. But in reality, it created more confusion. Service slowed, performance dropped, and guests had a poor experience. Our tips suffered. The staff morale dipped. And all because the manager chose procedure over situational awareness.
Managing people and creating a productive environment isn’t easy. But logic and common sense—especially in moments of crisis—are essential. And unfortunately, they’re not always common.
At Coffee Lab Consulting, we help our clients navigate these exact moments. We prepare managers with adaptable frameworks—not rigid scripts. We teach them to respond with clarity and logic when the unexpected hits. Because coffee shops aren’t bureaucracies. They’re living organisms. They thrive when every part of the system—staff, customers, and ownership—is in harmony.
At the end of the shift, all three parties should leave satisfied:
The owner, who saw the business thrive.
The customer, who felt cared for,
The staff, who felt supported.
If any link in that chain breaks, the whole experience suffers. That’s the truth we live by—and the standard we help others uphold.
Let’s build systems that honor the moment, not just the manual.
