How to Lead Millennials and Gen Z: Lessons from a Brilliant Café Manager

I was on the road all of last week, and as Friday came around, I had a couple of hours to kill between meetings. I ducked into the Lions Den Café and Bar in Midhurst— laptop in hand, ready to catch up on some work. The flat whites were excellent (two, obviously), the halloumi and avocado brioche dangerously good, and yes, I’m aware I’m leaning fully into middle-class territory here.

But what really grabbed my attention wasn’t the coffee or the food — it was the manager. I didn’t catch his name, which I’m kicking myself for now. Let’s call him Dan. Early to mid 30s, steady presence, clearly in charge but not in that heavy-handed, overbearing way that makes staff feel like they’re being babysat. Quite the opposite.

What I witnessed was one of the best live demonstrations of team leadership I’ve seen in a while — and it just so happened to be in a busy café rather than a boardroom.

Dan’s team looked to be mostly in their late teens to late twenties. Think classic Gen Z and younger Millennials. And here’s the thing: they were brilliant. On it. Moving quickly, keeping customers happy, communicating with each other constantly. But the real magic came from Dan himself.

He was clear, calm and constantly communicating. Everyone had a role, and he made sure they knew what it was. He didn’t bark orders. He gave direction. He wasn’t over-friendly. He was warm, direct, and encouraging.

And he said thank you. A lot.

Seriously — every time a plate came out from the kitchen, he was there with a “That looks amazing, thank you!” to the chef. When a member of the waiting staff passed him, he gave a quick “Great job on table six — thanks for sorting that.” As the lunchtime rush hit and the pace picked up, he called the team together briefly and said something like: “Right, it’s getting busy now, so let’s stick to our sections. If we stay in our lanes, we’ll smash this.”

Then off they went. No flapping. No confusion. Just quiet confidence and teamwork.

Here’s what really stood out:

He was leading with his team, not just giving orders.

He gave clear direction and space.

He noticed effort and named it.

He stayed present without hovering.

It struck me that this is exactly what so many people talk about when they say Millennials and Gen Z are “hard to manage.” They’re not. They just need leadership that respects them, guides them, and lets them own their part.

So, what can we take from Dan’s approach?

Clarity is kindness.

Vague instructions create stress. Dan made roles clear, set expectations in real-time, and adjusted direction as the environment changed. His team didn’t need to guess — they knew what good looked like.

Feedback isn’t a one-off. It’s a rhythm.

He gave small, constant nudges of feedback — thank yous, well dones, and quick adjustments. That steady stream builds confidence, trust, and motivation. It costs nothing but attention.

Ownership is energising.

He didn’t micromanage. He checked in, not over. Each team member had their own lane and was trusted to run it. You could see the pride they took in doing their bit well.

You don’t need a handbook to lead well. You need presence, clarity, and a genuine appreciation for your team.

So if you’re managing a practice or leading a team and wondering how to engage the next generation — take a leaf out of Dan’s book. Grab a good coffee, pay attention, and remember that leading well doesn’t mean doing more — it means noticing more, guiding better, and letting people do what they’re capable of.

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