In today’s episode, I sit down with Kayla Herrera: Director of Education and Training at Iconik Coffee Roasters, latte art competitor, and one of the most intentional service professionals I’ve ever worked with.

We talk about the hidden emotional cost of great hospitality, what it takes to train a world-class barista, and how to find meaning in a career that many people see as “just a job.”

Kayla also opens up about the pressure to lead, the fine line between passion and burnout, and what happens when your career goals start to clash with your personal life.

Whether you’ve worked in coffee, cocktails, or any high-touch industry: this conversation will hit home.

Expect to learn:

• Why most barista training fails
• The unexpected difficulty of coffee service
• How to inspire Gen Z employees without BS
• The true role of a service professional
• How to build a systems-driven culture without losing the heart
• What it really means to move with intention

Links:

• Iconik Coffee Roasters
• 4,000 Weeks: Time Management for Mortals by Oliver Burkeman
• Kayla on Instagram – (@kayla.nancy.barista)

Service starts now.

Follow the show: ⁠Spotify⁠, ⁠Apple Podcasts⁠, ⁠YouTube⁠

I talk mostly to people in and around the service industry space. I'm looking to hear from the people I wish I could have talked to when I was coming up in restaurants. Said another way: I am trying to make sense of this wild, beautiful mess of a life, and help others that are feeling similarly confused and/or lost. You can find more of my work at ⁠⁠⁠⁠⁠⁠my blog⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and all my social links are at the bottom of that page.

Classic Episodes You May Like:

-#10:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Nat Harry, cocktail expert!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

-#14:⁠⁠⁠ ⁠⁠Dr. Shalini Bahl, mindful marketing⁠⁠⁠⁠⁠⁠⁠⁠

-#22:⁠⁠Doug Frost MW MS⁠⁠

-#23:⁠Jeffrey Morgenthaler⁠

As always, I’m just here taking notes, trying to figure out what it all means.

Cheers