Chuck Herrera - Best Boss I Ever Had #1
I’m starting a little series called Best Boss I Ever Had. I’ll talk about a different boss in each one, why they were special, and what I learned from them. This first one is about Chuck Herrera, my manager when I had a coffee shop job in 2016.
After studying graphic design, and working as a designer in his 20’s, by early 30, Chuck decided it was time for a career change. He went on a solo trip to Latin America, and stayed with a local family for a few days. The local family served him breakfast and fresh coffee with such hospitality that he had a personal paradigm shift moment. What if he could create a similar experience for people at home?
Not knowing much about coffee, Chuck got a job at a cafe outside of LA. The manager became a mentor to him, showing him everything he knew about the art of making and serving coffee. Soon, Chuck moved to the city for more experience, and got a job as a manager of a small cafe in Santa Monica called Espresso Cielo.
This is where our storylines intersect. After graduating college in May of 2016, I started managing social accounts for brands as a freelancer. I also got a job at a coffee shop next to my school called Mantra. This brought in some extra cash as I built my client base.
By July, I moved to Venice beach, ending my time at Mantra. I had a couple big pitches out for retainer gigs when I first moved to Venice, but they were taking some time to land, so I dropped off a resume at at Espresso Cielo. The retainer landed before Cielo got back to me, so I didn’t need extra hours at a coffee shop. I went to the coffee shop, met Chuck, and let him know I didn’t have the bandwidth to work anymore. He understood.
A few weeks later, I walked to Espresso Cielo and saw a line out the door. A flustered Chuck was the only one in the shop. When I got to the front of the line, he served me a free coffee and said, “Hey man, is there any way I could get you to work just 2 mornings a week?”
3 days later I had an apron on, and Chuck was showing me around the shop. I ran the register and did dishes on Sunday and Monday mornings before noon. The other days of the week, I sat at the counter at Espresso Cielo and did my freelance work. Chuck had me try all sorts of single origin coffees while I worked. I had my own coffee moment one day, as Chuck served me a small americano with a shot of single origin espresso from Kenya. It was light, bright, and so flavorful. I remember thinking, “I had no idea black coffee could taste this good.”
Chuck captained the customer experience from the second people walked in the door. Eye contact, a strong hello, a conversation starter, a free coffee sample. He really wanted people to love coffee as much as he did.
Chuck was never afraid to share his opinions. Much of the customer service philosophies I had been taught said to smile and be kind, even if you’re having a bad day. Roll over, the customer is always right. Chuck thought differently. If a customer was being a jerk, he had no patience for them. If he was having a bad day, he let the staff and customers know what he was going through. All of this helped him connect with his regulars. When he asked them how they were, they knew he really meant it. They knew he really cared. This authenticity translated across the board, and created genuine connections with many people.
A few months later, Chuck and I went separate ways. I stopped working in coffee, and he worked at a few top-tier shops in LA. A year or two after that, he opened his very own shop, Good People Coffee. If you’re in LA, stop by sometime. You’ll see a group of regulars that feels known. You’ll see coffee shop with a strong brand and loud opinions. You’ll see a room full of good people.
From Chuck, I learned that I don’t need to be walked on by clients and customers. I learned that authenticity and honesty build deep connections. I learned that creating a good client experience is the key to long-term success. I also learned that it’s ok to change careers in your 30’s. I put such pressure on myself to be successful and established in my 20’s, but I forget that so many people find their callings later in life.
Thanks Chuck! All the best to you.
