This Phoenix has got to be my favorite. Perhaps this is because it is most convenient for me to treat myself before work. That certainly plays a role in it, but I think that the staff really bumps it up here. Everyone is super friendly and I often see the same girl working behind the counter and she never looks frazzled despite lines, obviously caters to her regulars, and is just all around pleasant. Major plus for me--they're conversational, but not overbearing and have a smooth system for keeping conversations going and tending to others waiting in line. Having worked at a coffee shop for almost 7 years, I can say that that's an art in itself and I really commend the people that they have staffed here.
Despite my normal go-to (small soy chai) being a disappointment here (hence 4 instead of 5 stars), I've branched out a bit and have never been let down. The espresso here is delicious and when you ice it with some coconut syrup...OMG what a wonderful tropical treat! I also splurged on a cookie once--some caramel chocolate chip wonder and it was fantastic!
Overall, I'd never discourage someone from coming here. It's a great location downtown and the interior is way cozier than you'd imagine it to be from the outside appearance. (And less crampy than the other locations.)