Staffing in the coffee shop business is complicated, in large part because the industry has very high turnover, yet it requires a high level of customer service skills. High turnover can make fostering high levels of customer service a challenge. The plan for the next three years is going to be oriented around having some high-end long-term baristas who can grow with the business, help train the younger ones, and foster a greater sense of permanence. This is important for a few reasons. The first is that there are high costs associated with having a revolving door as far as the staffing is concerned. There are training costs, issues with inefficiency and declines in customer service that are associated with a high level of turnover. This is true for a coffee shop because many customers are regulars, so having staff continuity is important. Our strategy will be to keep the...
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