From Barista to Business Owner: How Passion for Quality Coffee and Customer Service Built a Thriving Alaskan Coffee Shop

Small Business Success in Anchorage

In May 2004, the Bureau of Labor Statistics published a report titled "Alaska's 'brain drain': myth or reality?" detailing trends showing more young people leaving the state and not returning. These trends have only increased since the report was published.

Despite these challenges, Alaska—especially Anchorage—has continued to see numerous small businesses open. One such success story is North Cup Espresso.

The Founder's Journey

Kelsa Northrup, founder of North Cup Espresso, had been working in coffee for over a decade before deciding to open her own coffee shop. When she visited Alaska, she was immediately struck by the state's beauty but was discouraged by what she perceived as an oversaturated coffee shop industry in Anchorage.

After trying drinks from existing businesses, Northrup said she was unimpressed and felt confident she could create a successful coffee shop in town. "I care about what I put my name behind, and I just love drink making and drink science," she explained.

The Customer Service Difference

Tantamount to drink quality for Northrup is customer service. She emphasized that her shops don't just serve drinks—they provide meaningful human connections.

"People don't just come for a drink. They come to be heard, seen, loved or appreciated and I genuinely care," Northrup said.

Quality Ingredients and Natural Flavors

Northrup said she wasn't expecting her drinks to become so popular, but her focus on quality ingredients and natural flavors drew in clientele she had never served in previous positions.

Creative Drink Development

Northrup enjoys the process of making and naming her own drinks for the menu. She sorts drinks and flavors into categories, then focuses on how she can expand on them.

Customers often inspire menu staples. The Lily Fog—a drink originally ordered by a customer named Lily—has become one of North Cup's best-selling drinks since Northrup added it to the menu.

The Reality of Business Ownership

Northrup appreciates the independence that comes with owning her own business. "I feel like I'm actually doing good work, not just waking up and feeling unfulfilled by a 'normal' job," she said.

However, she acknowledged that starting her own business has been more work than she initially anticipated. Owning a business has presented many challenges she never considered.

Customer Service Challenges

Beyond general business challenges, customer service adds additional complexities to business ownership.

"I try to please everybody, but I have to compartmentalize bad interactions when I can't, and just move on," Northrup explained.

Business Expansion

Recently, North Cup Espresso expanded from its original location on the corner of Fireweed Lane and Eagle Street, opening a second location in Denali Towers North. Having only opened her first location two years ago, Northrup didn't expect to expand so quickly.

With the new location featuring seating, Northrup focused on creating a comfortable environment. "If people feel too crowded, or the light hurts, it's unpleasant and people won't buy anything or come back in the future," she said.

Staffing Standards

While many coffee shops spread across Anchorage, Northrup plans to stick with just two locations. She finds it challenging to find staff that meet her standards for both beverage preparation and customer service.

Advice for Aspiring Entrepreneurs

Reflecting on her journey, Northrup said she would advise her younger self not to focus solely on the end result of business ownership. "When you're young and you have the steam, you don't see all this work, but you gotta dredge through to get to that end picture you saw at the beginning," she shared.

Business Hours

The main location off Fireweed is open seven days a week from 6:00 a.m. to 6:30 p.m. on weekdays and 7:00 a.m. to 6:30 p.m. on weekends. The cafe location is open Monday through Friday from 7:00 a.m. to 3:00 p.m.