Practical ways for coffee shop owners to improve flow for both their team and customers.
BY JOSH RANK
FOR BARISTA MAGAZINE
Featured photo by Rod Long
What to know:
- Setting up a coffee shop strategically is foundational to creating the ideal experience for both baristas and customers
- Paying attention to critical details—i.e. bar setup, proper plumbing, ergonomics, and clear signage—can help your team members and clientele feel more at ease in your shop
- “The greatest way to analyze bar flow and discover if improvements are needed is to watch your staff move and use the space,” says Jon Allen of Onyx Coffee Lab
There’s a lot more that goes into planning a coffee shop than Instagram-worthy neon lights and backdrops. Day-to-day functionality and customer experience rely heavily on how the shop is set up.
Waste is the number-one enemy of an efficient operation. Failing to fully utilize your materials and space can be quantified and prevented. However, efficiency of movement can be more difficult to observe. One of the most important factors in giving your team members the tools they need to offer quality, repeatable service is how the café is arranged. Something as simple as a machine installed in the wrong spot can screw up bar flow, making it more difficult to put out drinks while degrading the experience of both the team member and the customer.
So how can we avoid this? How do you create a system of operation that is intuitive and conducive to quick and effortless service? Well, it all begins at the earliest planning stages of a café—but it doesn’t stop there.
First steps
Solidifying the layout for a café is a puzzle with multiple pieces that has an infinite number of potential solutions. Taking the time to consider placement of these puzzle pieces will direct future decisions.
“We plan out every single aspect of the bar in advance, including storage, point of sale, pourover stations, batch brew stations, and espresso machine placement,” says Jon Allen, co-owner of Onyx Coffee Lab in Bentonville, Ark. “We physically mock up the space with cardboard and put people in it to discuss and analyze ergonomics, then we tweak what we like based on our experience with that mockup.”
The placement of these items depends on how your team will use them. Imagine the progression of functions. For example, positioning the espresso grinder to the right will lead the barista to the machine to the left. Placing the pitcher rinser to the left of the espresso machine and the service area to the left of that will keep baristas from walking over each other to complete a drink.
“In the early stages you should have a clear understanding of your desired bar flow, what you want the customer’s visual experience to be, and what you want the baristas’ ergonomic experience to be,” says Jon.
Thinking through these considerations early in the process is critical. Changes can—and should—be made as issues emerge, but some factors will be increasingly expensive to fix down the road.
“I try (to) firm up the plumbing and electrical as much as possible now to avoid costly changes,” says Nolan Hirte, who co-owns Proud Mary Coffee in Melbourne, Australia, and Portland, Ore., and is currently building out a café and roastery in Austin, Texas. “In terms of finishing touches, I like to leave wiggle room. … Sometimes a space will evolve.”
Adds Jon, “Gathering that information and then having to edit your design concept based on those limitations can be challenging. But taking the time to fully engage in this part of the process makes all the difference in the success of a bar build-out.”
Arranging utilities
You can’t run a coffee shop without proper plumbing and electricity hookups. These will need to be specially installed or altered to address the demands of your machines. It’s not as simple as just plugging an espresso machine into a standard outlet and whipping out drinks right away.
“Water hookups and electrical outlets should generally be within 5 feet of the coffee equipment, but as close as possible is best,” says Tom Hufendick, a Brooklyn-based freelance coffee technician.
Moving or installing these hookups can be labor-intensive and costly. Espresso machines have requirements for electricity and water pressure. Grinders can almost always be plugged into a standard 110v outlet, but bigger items will require some planning. When in doubt, consult a professional. “A coffee technician can advise on whether the existing outlets/water lines are workable for the new shop setup, and whether or not a plumber/electrician needs to be called in,” says Tom.
It’s also important to be aware that working with an electrician who doesn’t have firsthand experience of the needs of coffee equipment can lead to problems. “Oftentimes, the incorrect electrical outlets are installed,” says Jason “Double J” Johnson, co-owner of the coffee-equipment tech company Black Rabbit Service Co. in Portland, Ore. “As a coffee technician I always like to talk directly to the electrician or plumber doing the work.”
It’s essential to meet the specific requirements of coffee-equipment installation the first time by using someone well-versed in café bar setup. And while these jobs aren’t cheap, having to fix something installed improperly the first time is even more costly.
“With all due respect to plumbers, they are not trained specifically with coffee equipment and do not understand the water requirements of coffee equipment. Appropriate water filters vary wildly,” says Jason.
Once these crucial considerations are addressed, it’s time to think about service flow and how you can offer the best working space for your team.
Maximizing efficiency
Something as simple as putting your to-go cups in the wrong place can lead to baristas crossing paths mid-drink preparation. Café owners should strive for a balance of having enough space to move around without forcing baristas to travel too far to complete their tasks.
“Having a nice spacious bar with lots of room for the baristas can look appealing but can be less efficient,” says Emma Cohen, co-owner of Single O in Sydney, Australia, and Tokyo, Japan. “Having the tools, coffee, milks, and teas at arm’s reach helps speed everything up.”
Nolan of Proud Mary adds, “I like to be able to create enough space for each person working behind the bar that they can have their own section and ideally be able to reach everything they need for that section without moving from one side of the bar to the other.”
The importance of having all the necessary tools, ingredients, and equipment organized in a coherent arrangement can’t be stressed enough. The effort will help minimize annoyances for team members while also avoiding confusion among your customers.
“A clear workflow direction is also important, and working towards where the customer is picking up the coffee will make things efficient as well,” says Emma.
The considerations your individual space will require are going to be unique, and setting a clear goal that works well with your space will provide a clearer roadmap for how to lay out your coffee bar.
“In order to understand how to maximize efficiency in bar flow, you have to first ascertain what kind of efficiency you are looking for,” says Emma. “Are you looking to minimize the number of staff, or are you looking to have a high-volume café where efficiency is based on speed and maximizing the number of people behind bar?”
Regarding the barista
We want our cafés to be relaxing, easy spaces for customers of course, but they shouldn’t be your only consideration. Team members spend more time in the shop than even your most loyal regulars. It’s crucial for them to be comfortable and safe throughout the entirety of their workday.
“It is absolutely critical that you take the time to thoughtfully consider what your employees will need to execute their jobs well and to enjoy their experience doing it,” says Jon of Onyx Coffee Lab. The flow of a café should be focused on efficient processes, but it should also provide a calm and soothing atmosphere for those working behind the bar. Anti-fatigue mats are a must. These might look like simple rubber mats, but they can save your employees back pain and minimize exhaustion.
Proper counter height also goes a long way to ensuring your employees are as at ease as possible while doing their work. People come in all shapes and sizes, but a counter height between 36 and 41 inches high will generally save your baristas from excessive hunching or reaching for items.
However, physical considerations are only one way to keep your team content. A proper layout can help mental health, too. Delineating between customer and staff areas provides a separation that offers a level of comfort to employees.
“Intuitive barriers like plants can help,” says Nolan. “Creating a barrier that does not feel harsh is the key.”
The layout of a coffee shop needs to account for the movement of team members to ensure there is as little waste as possible. However, keeping your team happy is just as important to the success of the shop.
“A well-designed bar helps with muscle memory, which is the key to fast and personable service,” says Emma. “It makes it easier to do your job properly, which contributes to a happy workplace and staff retention.”
Regarding the customer
Have you ever walked into a coffee shop and not known where to order? It’s discombobulating. It makes people feel stupid. And people are unlikely to return to an establishment that makes them feel embarrassed before they even order a drink.
“Understanding the experience you want to create for the customer should be at the foundation of your bar design,” says Jon. “We don’t want our customers to have to think or ask how to engage with the space.”
An intuitive design creates a comfortable environment that customers will want to return to again and again. Combining aesthetic and functional considerations might seem difficult, but the effort helps create an experience that feels as great as it looks when done correctly.
“We use furniture, bar layout, signage, and social cues to naturally direct people so that the experience of ordering, receiving, and enjoying their drink feels natural and effortless,” says Jon. How a space looks and feels can either be intimidating or welcoming for the guest, adds Nolan, and it can even help the guest intuitively know where to go.
Design and layout can go a long way to directing new customers, but something as simple as a wave or a greeting from a barista ensures they know where to go, and that they’re not in the wrong for not comprehending the flow right away.
“Not everyone has the same style of service, and helping make that obvious for the customer when they walk in the door will remove a lot of anxiety for the guest,” says Nolan. “We like to train and encourage our staff to have their eyes up and greet anyone walking in the door to make them feel as welcome as possible when they enter the space.”
Perfecting bar flow
There are many aspects of bar flow that need to be solidified in the early planning stages—moving an espresso machine is difficult for reasons beyond the fact that they’re really heavy. But there are improvements that can—and should—be made as time goes on.
“There are endless adjustments you can make moving forward,” says Nolan. “Learning from your mistakes as quickly as possible and solving them is the key to success in any business.”
Making these tweaks to bar flow doesn’t require an in-depth report with sales statistics and lengthy staff interviews to point to strategic improvements. All you have to do is be attentive.
“The greatest way to analyze bar flow and discover if improvements are needed is to watch your staff move and use the space,” says Jon. “Don’t be afraid to ask for feedback and explore ways you can improve.”
“Paying attention to your peak periods and increasing efficiency is a great way to improve and grow your business,” adds Nolan.
There will always be new innovations that promise to help streamline a coffee shop. As time goes on, almost everything will need to be reevaluated, and that’s OK. Rather than fearing the ramifications of replacing equipment or integrating new tools, keep in mind that the process of playing with and using new stuff can inspire and invigorate your staff, not to mention you, the café owner. Progress is healthy and can further refine procedures, even if they appear to be working just fine. But, Jon adds, “Changes always require an adjustment period, and it’s important to understand the potential implications of adding additional machinery to a small space.”
A café can have top-of-the-line machines and put out the tastiest drinks in their entire time zone, but inconsistent or confusing flow will make inhabiting the space a chore for customers and a drain on employees. Management should always strive to refine and perfect bar flow. All it takes is a little intentional effort.
“Put yourself in the guests’ shoes. Try out the experience of your café yourself. Do you enjoy it? Are there any things that kind of annoy you or leave you feeling frustrated?” says Nolan. “Just like an artist will step back from a painting to see how the whole picture is coming together, sometimes we are too close to the canvas to see what is really going on.”
This article originally appeared in the June + July 2022 issue of Barista Magazine. Read more of the issue online here for free.
ABOUT THE AUTHOR
Josh Rank (he/him) is a writer living in Tennessee with his wife and two dogs. Find more of his ramblings at joshrank.com.
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