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| - Ok. So, I can see what all the hubbub is about as the original location in New York has such a storied history and loyal following. Us Phoenicians are fortunate enough to be included in the Shack's aggressive expansion beyond the Big Apple. I know our Arizona locations will never be like the New York institution, but for many, Shake Shack would only exist, in legend, if it were not for the two new locations in the Valley.
Burgers, much like Mexican food, are so subjective as a food item because of the myriad of regional variables in included ingredients, the specified styles of preparation and presentation - not to mention the bun can make, or break, a burger. Therefore, it stands to reason that many feel that a Shake Shack Burger is a tasty interpretation of the fundamental American burger. Although I agree that Shack burgers are tasty, they are not necessarily the guilty indulgence offered up by other establishments.
Shake Shack does make an appetizing burger, yet I do not find myself not salivating over the thought or mention of any of their burgers, nor do I see myself making a special trip just for a burger, fries and beer. The ShackBurger, SmokeShack and 'Shroom Burger all have flavor, but not the Pavlov inducing, bacon crunching, cheese oozing, crispy, saucy, deliciousness of burgers that can be found elsewhere. I do, however, have a more positive opinion of their custard, shakes and concretes.
Because of the evident quality of Shake Shack's dairy desserts and their creaminess, which tastes as though it is devoid of thickeners or stabilizers (I hope), has caused me to vacillate on my star rating, and thusly has increased my final rating because of my positive dairy experiences here.
Shake Shack will not necessarily disappoint any patrons with its food, but it will not Wow them either. Outstanding customer service would elevate the entire Shack experience as well as the perceived taste of the food, resulting in overall higher ratings and return visits. Frankly, I am surprised that there is not a more aggressive training program to foster a Shake Shack Culture with its employees.
Although nothing specific was ever amiss on each of my visits, I have not experienced an enthusiastic greeting, witnessed a gleaming smile, genuinely felt welcome or felt a passionate adoration for working at The Shack by its employees. Whereas I have, unexpectedly, experienced these things at other establishments - and some of those have drive-thrus - chalk one up to insightful HR departments for creating a dining culture that shows in the customer experience; the Shack and Arizona could certainly use more of it.
Shake Shack has created a niche without filling an existing need, and in doing so, it is trying to fill that need through its own proclamation of hospitality and community. So long as their expansion is not too aggressive, I know Shake Shack will be successful; it is already regarded as an institution in New York, which the founders have set out to create, and have been seemingly successful. Given the initial Valley locations and the Shack's trendy, socially/environmentally charged atmosphere which melds well with both the Uptown Phoenix corridor and the trendy Scottsdale shopping neighborhoods, Shake Shack will appeal to these specific and socially astute socioeconomic populations, while still attracting first-timers, thus ensuring the Shack's success here in Arizona.
Overall Rating: 3.2 Stars
Food: 3.8 stars
Service: 2.5 Stars
Cleanliness: 3.5 Stars
Atmosphere: 4
Price/Value: 2 Stars
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